West & WillowReviews of westandwillow.com

My dog has the most amazing bright blue eyes. The picture provided clearly shows his eyes. The portrait I received is a dog with dark brown eyes and somewhat similar coloring of fur.

The print is cute, but frame is cheap- dirt visible inside frame, hanger crooked.

Unfortunately, the score for this review is due to poor customer service vs the product itself. The product is great, and this was my 3rd time purchasing from West & Willow as portraits of my loved ones pets has become a go-to gift that everyone is thrilled with! Reasoning for the “poor” review: - The order confirmation stated I’d receive a shipping notification in 7-10 business days - when 10 business days had come and gone with no shipping notification (besides the fact that I had paid extra to “skip the line”... that’s a separate point and not a guarantee I realize), I sent an email via the customer service link provided asking for a status - 3 days later, still no response, so I inquired again. 3 days later, still no response, so I inquired again. It wasn’t until I’d sent EIGHT emails and MORE THAN TWENTY business days had past that I finally got a response that consisted only of a shipping tracking number. No apology for the delay or acknowledgement of the lack of response - the prints arrived quickly once shipped, but unfortunately one had a printing error - again reached out to customer service, who this time said someone would reach out in 1-3 business days. This time when someone did they were exemplary - kind, resolved the issue quickly, etc. The whole situation was unfortunate, and I did finally receive my complete, correct order on January 21.... after ordering on December 7. It would be great to have the ability to speak to someone (as opposed to only email), I feel like we could’ve resolved the issue much more quickly just having a conversation

I paid extra for this item to be moved to the front of the line, and it still took more time to receive than was outlined on their website when I was completing my order. Customer Service never responded to any emails, and the package was poorly shipped. There was nothing in the box to protect the frame, and the frame definitely had some marks from shipping. I understand the mail is slow right now, and there was an influx in orders, but there MUST be better communication from the customer service email account. I would never order from this company again.

The picture did not look as good as your advertised pictures also, some how I "ordered" twice according to you as I tried to do an order, it did not go through. I did not get a confirmation. So i ordered again and then got confimation. I am pissed i got charged twice because you did not confirm my first order. Total rip off. I will never order from you again. I was double charged with one confirmed order!

The picture itself was perfect but the frame came completely broken.

This review is specifically for your poor customer service and lack of response. For Christmas 2021, I ordered a portrait for my wife after we had purchased a previous portrait for our daughter’s dog and just loved it. I purchased on the last day to receive by Christmas (I even received additional marketing emails AFTER I made the purchase and my confirmation was sandwiched between them. The week of Christmas, I started to worry and when I tracked the package it would not be delivered until the 28th (after Christmas). I emailed my frustration, even asking for a digital image to maybe have something to show my wife but no response. In closing: - I made your deadline and still received “Receive by Christmas” promotional emails (That is not cool regardless). - If you could not make a deadline, you could have at least communicated or notified me and I had to find out myself by the tracking link. I received nothing. - I emailed you (twice) trying to figure out something and no response. Nothing. If you owned your mistakes and false email marketing promotion to get a “Christmas Order” I would have gotten over it. Just radio silence is poor business. - Then you send a review email from an automated platform and happy to give my feedback. But, I know it will fall on deaf ears and am still wondering why I type. No product is good enough for bad customer service and when asked about the picture in my house, I say it is awesome and love it but the company is about as dependable as Wish.com and you can’t get a hold of a soul. Also, the excuse of “we were too busy” or “we are a small business” never was used by a great company; just companies that could have been great. If you had just communicated I would have still raved and that is 100% on you. Best of luck - I love your product but you guys need to make your customers champions and I was one of your biggest. One simple note; that is all it takes. Thank You, James Smith

Glass on picture was scratched and frame seems of low quality. Would’ve paid $10 for this not $80.