West & Willow sells customized and hand-illustrated pet portraits made for the modern home.

Amazing website

Difficult returns

Super slow shipping 🐌

Good for gifts 🎁

Innovative product

West and Willow

portrait

petportrait

westandwillow

Home Decor

Home

Really just price - I remember this being pretty pricing and in hindsight thinking this is probably something we could have done (not as well) on an iPad. But, there are good discounts throughout the year that make the price more reasonable if you are willing to wait.

We LOVE our West & Willow picture of our dog - the whole process was very easy uploading and processing the order. It has a really neat look, almost like paint-by-the-numbers. We have received so many nice comments on it and how nice it looks in our home. Do you really love your pet if you don't have a framed photo of them hung up ;)

NO Customer Service! Will not reply to  email and have conveniently hidden their phone #.

Took my $ by havent received anything.

AVOID

Buyer Beware.  Customer service is non-existent.  They do not have a phone number.  It is so time-consuming to get an emailed response.  If you are lucky enough to get an email, "customer service" does not follow through with the resolution stated in their email.   

I started communicating with W&W in October 2022 in an effort to get a Christmas present for my daughter using artwork from a prior W&W order.  I heard from Andrian and Maria.  Both proposed a solution but neither one followed through.  At the beginning of December after multiple requests to use the same artwork and numerous emails to W&W "customer service" I placed an order for two portraits and two coffee mugs.  The prior artwork was not used on the first portrait.  The second portrait does not look correct, it looks like the cat does not have a neck. I received two of the same coffee mugs instead of one of each cat as ordered.  I have submitted multiple requests to W&W concerning my issues and given that I haven't been able to resolve a simple issue in more than six weeks, I am not hopeful.  

Complete scam and terrible customer service. DO NOT PURCHASE!

ZERO STARS! I received damaged frames, incorrect artwork and they refuse to issue a refund. These were purchased as gifts and now Christmas has passed with no resolution. I want my money back!

What did I think of the product?  I wouldn't know because I placed the order November 14th and have yet to receive it!  Of course it was a Christmas gift and when I tried to contact the company about the very late delivery, did anyone return my email?  No.  Terrible customer service.  

WOW!!! This was a special Christmas present for my husband! We are so in love with the quality and imagine of our sweet, precious cat! Thank you, West and Willow for making this the purrfect gift! I highly recommend and will be ordering again in the near future! 

Production & shipping. We have cute dogs though.

Even though I am moderately happy with the product I eventually received from West & Willow, I would never recommend this company to anyone. I purchased my Custom Two Pet Portrait at the beginning of December (within the window they assured would deliver before Christmas). The company labeled my product/gift in the “shipping” stage all the way up until 3 days before Christmas, then, they canceled the order. Their customer service was terrible. In January they finally started its actual ‘Production’; ‘Revisions’ and ‘Fulfillment’ stages delayed it to Jan. 11th when it just appeared one day. They never kept me updated on the finished product or (legitimate) shipping process. It was well over 17 days late. Absolutely do not use them if you need something done in a timely manner.

Absolutely terrible. I wish we’d read these reviews prior to ordering. This company does not allow direct reviews on their website otherwise I’m certain they would be out of business. The colors are disgusting and shading is awful. We ordered based on the advertising that an actual human was creating the image. There is absolutely no way that a person much less an “artist” laid eyes on this because it’s so hideous. 

I’m 45 years old and can honestly say it’s the worst purchase I’ve ever made. $150 for a frame that would cost $5 at Kmart, and I print that would have cost $10 to print off. Excess wait times, automated responses when sending queries about length of delay. They’re rip off merchants. I’m disgusted and appalled. The product is worth no more than $25 max. Please do not waste your money on this company.. 

We are writing to express our extreme disappointment and frustration with the recent experiences we've had as customers of West & Willows. As individuals who had a fantastic experience with their products two years ago, our expectations were set high. Unfortunately, our most recent orders have not only fallen far short of these expectations but have also been accompanied by a disheartening lack of communication and resolution on their part.

Our initial experience with West & Willows was exceptional. The quality and design of the portrait we ordered perfectly captured the essence of our beloved dog. This positive experience encouraged us to place a second order recently, with eagerness to have another beautiful piece that reflects our pet's unique character.

However, upon receiving the second portrait, it became immediately apparent that something was amiss. The design was inaccurate, lacking the essential details that make our dog special. The colors were completely off, and the overall impression bore no resemblance to our pet whatsoever. Promptly, we reached out to their customer service team, and after several email exchanges, we were relieved when a design revision was agreed upon.

Regrettably, our relief was short-lived. The quality of the revised portrait was subpar, to say the least. It was a stark contrast to our first order. The first portrait we received of our other dog exemplifies crisper lines, superior quality, and an absence of blurriness. The lines in the second portrait were pixelated, the image was frustratingly blurry, and the desired sharpness was entirely absent. We reported these issues to the same customer representative, leading to yet another round of back-and-forth emails.

What troubles us most is that, despite our diligent communication and detailed feedback, the same issues persisted in both the initial and revised portraits. It is evident that there was a shocking lack of attention to the details outlined in our emails. This has not only caused immense frustration but has also resulted in a significant decline in the final product's quality.

Two replacement portraits that were provided remain unsatisfactory due to their persistent blurriness and subpar quality.

To compound our disappointment, our attempts to address these issues through online reviews have been met with frustration. A review we left on their Instagram profile was promptly removed, and it appears that close-up pictures are conspicuously absent from their Instagram feed.
After posting honest reviews on other platforms, one of the staff reached out, mentioning they would investigate further. We provided proof of the quality issues, but regrettably, we have not heard from them since then.

We are now left with two drastically different quality products from the same company, just two years apart. To illustrate the extent of our dissatisfaction, we are more than willing to provide close-up pictures that vividly showcase how pixelated the newer portrait is compared to the older one.

As loyal customers who had initially enjoyed their products and services, we are deeply disappointed by this recent experience.