West & WillowReviews of westandwillow.com

Very difficult I chose one photo. I changed my mind and wanted to add a different one it didn’t want To delete the first one. What is download a image all about! Does it affect ordering the picture I selected?

I love the way the images look with one exception. My dogs are both white, yet in the framed picture one is white, the other is off white so it’s kind of strange...

Satisfied with the portrait, it looks good. Only issue is I paid $15 extra to “skip the line” to get portrait quicker. I know that was done but then it was shipped out UPS surepost which is the slowest, cheapest way to ship something, so I feel the time saved “skipping the line” was lost once it was shipped.

Overall, the product quality was very low but customer service has done a nice job making it right. My grandma wanted me to pick out something for her to order me for Christmas. I chose the large 2 pet framed portrait. It came in late, no big deal because USPS and all carriers were super behind during the holidays. When my portrait arrived, the frame was shattered into several pieces. Before I even unwrapped the plastic I took pictures and sent it in to customer service. Customer service was very nice and sent me a replacement. The replacement came in, and that, too, was broken. This time, just at the corners, but the frame was still not in one piece. Again, I sent in pictures and customer service was great and sent me a third portrait. At this point I asked for a refund, which they said they have granted. I’m still waiting for it to appear on my grandma’s bank statement. The third portrait came in and the frame was intact, but the glass was scratched. At this point, instead of letting customer service know again, I will use the glass from one of the first 2 portraits and put it with the unbroken frame. Another unfortunate thing is that customer service can only communicate via email and sometimes there were several days between emails and sometimes I would have to resend an email to get a response.

I was excited to use West and Willow and order a portrait of my beloved Bull Terrier that recently passed away. When my portrait arrived it was scratched and the color spots missing from the image. I will be receiving a new one which was very kind of the company. However, in order to get a new one I have had to send multiple emails back and forth to the support team. It has been a week and I am just now finally getting approval for my new portrait. I wish it was a little more convenient. Although you can take into account how stressful shipping anything is these days during the pandemic.

My original review was early January when I was unhappy with the portrait of my pet. West and Willow got back to me promptly to say they would replace the portrait but here it is March and I have not received me replacement. I will say that the customer service reps were very nice and asked for several new pictures both of my pet and of the portrait that was mailed to me. They also sent proofs for me to approve. Once we finally agreed on the finished product they emailed to say the package was on the way but somehow it never got shipped. Now I am still waiting. I should have my portrait in two days time. If I'm happy I'll let you know but I don't think my rating will increase much because of so many delays. I received a portrait of my other pet for Christmas a year ago and it was great. It looked exactly like the photo.

I am giving West & Willow a 3 star review due to the time frame and the back and fourth I experienced. West & Willow was quick to correct their mistakes, but it has now been 1.5 months later and I finally received the portrait I ordered. The original portrait they had sent me, which took about 5 weeks to receive (which is different from the time frame stated on their website) was completely off and had also came with a completely broken frame, due to poor packaging and no labeling of fragile. I had then reached out to them to express my disappointment and ask for a revised portrait. They were quick to re-work the original portrait and sent me the new portrait to approve be before printing. The revised portrait was exactly what I was expecting, and I was pleased to approve the portrait for printing. I received shipping confirmation soon after and received the "new" portrait within days. I opened it to find they had sent me the old portrait. I reached out to them again to tell them I received the old portrait, they responded quickly and once again reassured me that they will send the approved revised portrait. I now have received the revised approved portrait, I love it. But with all of the back and fourth, the poor packaging, and it took a lot longer than expected, they could improve and save on product waste by letting customers approve photos before printing. This, yes, will take longer, but I believe it would be a better experience. They also should update packaging, to ensure proper and safe delivery. I am pleased with the customer service at West and Willow, but the company definitely needs to make some improvements.

I have to say...my excitement was deflated when I opened the box. It wasn’t near as awesome as I had anticipated. Not sure what it is, but I almost feel like it looks amateur. 😩 I so badly want to LOVE it because it’s for a special lady who lost her sweet Bo, but I just don’t. But I just hope she appreciates the effort.