West and Willow reviews and discussion

I ordered 2 pet portraits weeks before Christmas and as you can see they gave them both the same name!! Duh… common sense, they have none! Of course the corrected picture never made it before Christmas and they could have cared less. Customer service has no phone number and NO ACCOUNTABILITY!! Save your money and find someone else who can do the same thing better!!!

After my dog passed away a couple weeks ago. I really wanted a portrait done. I paid $114 and received a piece of crap. It was broken in multiple areas. The placement of the picture was completely off. It looked very strange and ugly. Customer service does not have a phone number and send you a generic reply. I better get my money back.

I have been buying custom pet portrait phone cases from West and Willow for years now, with the quality decreasing and price increasing with each purchase. The latest case arrived end of August/beginning of September. By mid-October, half of the portrait had worn off. Mind you, I am mostly housebound due to illness, so there is no heavy stress on this product. I had also paid for an “Onward VIP Protection” at the time of purchase. I reached out to customer service for a replacement, as the case was clearly defective and poor quality. I was informed that since my request fell 7 days outside of the 60 day warranty period, they could not replace it. I told them that I had been in the ICU for the last week and forwarded a doctors note from the hospital and therefore, could not report the issue during that time, but assured them that the issue had been going on for weeks. Basically since I received the case. No response. So beyond disappointed by the downhill quality of this product and their abysmal customer service. Will never return and encourage all to AVOID.

Stop!! Do not order. I ordered a picture for my parents 60 year anniversary. I put in the order far in advance and it was still late. When it arrived, it didn’t look anything like my photo. Their dog is a bull dog mix and it looked like a Terrior. I complained and they tried to revise it but it’s still just a computer generated version. They don’t give you a refund. They just redo and redo it until you’re fed up. Worst money I’ve ever spent. It’s just trash. I’m really disappointed. I suggested to have a review of the “portrait” before you approve and they take your money. That would be a far better business model. Waste of money. Find a real artist to you portrait. Class action law suits I would be up for in the future. Scam!!! I’ve added a photo to compare.

Truly an awful product, especially for the price. The cheap frame arrived broken in multiple places and the backing clips were breaking through the backing board, damaging the print. The print itself was not trimmed correctly. The "digital artists" are likely simply running photos through software, and chose a crop point on one of our dogs that makes her look like some kind of triangular shaped giant. I received a replacement, which also arrived broken in multiple places. This was a Christmas gift for family and a memorial to our two dogs, so having to receive these broken, poorly digitally rendered pieces multiple times has not been a fun experience.

I ordered two photos for my parents for Christmas. One being of my dog that just recently passed in August. I paid extra for the memorial photo so she would have a halo on her head I received my artwork after a month, the one portrait was missing the halo and the other had a cracked frame and looked nothing like him. For context both of my dogs are fawn english bulldogs (white with light brown spots- but no spots are on their face). The male dog had a massive black patch on his eye which he does not have and is not in the photo I sent them. I emailed them because my family will now not have a Christmas gift, they haven’t answered my emails in over a week and have not sent me the artwork they promised within 3 days of the claim. It is frustrating, they took $200 of my money and didn’t send me what I paid for and are doing nothing to rectify it. Yet I receive about 6 marketing emails a day from them trying to get me to place more orders. Spend your money elsewhere, this place is not worth it.

Absolute garbage!!! The website has so many great reviews and now that I’m trying to leave a bad one I’m seeing it’s impossible to find a place to leave a review! The frame looks like a $5 junk frame from Walmart. The picture looks nothing like the dog! honestly, apps do a better job at this kind of creation as these “designers”. I ordered this as a generous Christmas gift for my husbands brother…it’s just embarrassing and will go straight in the garbage! I contacted the company. The girl was nice and positive, reassuring me that the final product once redone would be incredible. I waited for two weeks to get a draft to approve. When she finally sent it to me it was identical to the one they originally sent to me. This has been such a massive headache. $100+ down the toilet! Also, it’s Dec 16 and I have no gift to give.

I purchased a small pet portrait, when it was received, the paper that the portrait was printed on was very rippled beneath the glass. THANKFULLY this was not a gift for someone, I purchased for myself prior to buying for others-which was the intention. I have contacted West and Willow 3 times now, filled out the form they directed me to, TWICE now. They have not bothered to reach out at all, it's been almost 4 weeks since the first email of dissatisfaction. I can't hang the picture because the ripples in the paper are so visible. I can't believe it made it through any type of quality control. It's a waste of money and to top it off the customer service from West & Willow is very poor, almost nonexistent. This has taught me one thing, to always look at reviews before purchase. Had i done that, and read all these horrible reviews, i never would have took the chance with 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.

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.

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!

They are idiots. I ordered two phone cases and in both of them the provided a phone case that didn’t fit an iPhone 14. They are quick to want a review but slow in correcting their errors. You cannot sell a case for an iPhone 14 without knowing how the phone is configured. Don’t waste your money with these bozos. They are incompetent.

100% a SCAM site. Not only is there no artists, but it’s clear all of our pictures are run through an AI filter. There are multiple sites under different names with the same exact videos and pictures. They give 30 minutes to cancel or edit an order, so if you don’t read others’ reviews or notice the signs ahead of time, make sure to start a claim through your bank or a chargeback. It will work. They will get spooked and refund you like they did with me. The order still shipped and boy was it bad. The frame looked like pressed cardboard (not wood), the color of the dog’s fur was white instead of tan, the teeth looks cartoonish, and the breed resembled a taller version of a short mutt dog. Thanks for taking advantage of grieving pet owners. AVOID.

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 ;)

I ordered 2 medium sized portraits on West and Willow on 12/11/23. It advertised on their site that if you ordered by midnight of that night, you would receive it by Christmas. However, it also then says on their website to allow up to 4 weeks during busy season. It’s been 5 weeks now. I spent $188 and have not received any info about my items other than the original confirmation when I first ordered. I have emailed their support center and got an automated email back saying it’s in progress and a survey. I don’t have high hopes for the quality of the pictures or frames when I do receive it based on these other reviews. I wish I would’ve read reviews on West and Willow elsewhere, like this site, as you cannot leave reviews on their website or social media, probably because they wouldn’t be in business if you could.

I ordered 3 items from West and Willow on November 10th. The first two arrived without incident but I am still waiting on the third item. The website has said "we are preparing your shipment" for weeks. I have been trying to contact their customer service team but they just keep sending me back the tracking details for one of the three items that have been delivered, it's like Groundhog Day. They say "let us know if you want to connect further" but they never follow up. They must have chat bots pulling order numbers and attaching tracking details. It's incredibly frustrating. I'm sure I'm not going to get this by Christmas now and also sure that getting a refund will be next to impossible.

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..

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.

West & Willow is not worth ordering from. I placed an order 2 months ago, received my order with a pets name spelled incorrectly. I asked for a replacement order a month ago and am still waiting to hear back. I finally asked for a refund 1 week ago and still have not received my refund or a response stating I can have my refund. I am extremely disappointed.

There's no way these portraits are made by professional artists. I got the impression via my portrait and customer service experience that this was all AI. I ordered a portrait of my two cats. I received it in a timely manner, but the colors were completely off - my cats are gray/white and beige/brown, but in the portrait they were brown/white and silver/black. I contacted customer service and they asked how they could fix it, so I told them - fix the colors and make my one cat's mouth look less like the Joker. We went back and forth about 4 times and finally I gave up. They would fix one thing but not the other. Then, when I asked to change the other thing, they would send me a new proof with that cat changed but the other cat back to their original artwork. It was very strange (hence me being convinced I was talking to a computer). I posted a review on Trust Pilot and they contacted me about it, but refused to give me a refund.