West and Willow reviews and discussion

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.

Honestly - photo was fine when I actually got it. Customer service was seriously horrible and the biggest waste of time . Spent $100+, and got one of my items. When I say I had to be sent the SAME order 5 times because they printed the label wrong and they had to send it back ….. when I would reach out to customer service I would get some run around response like we will just send it again. FINALLY when I got it , they sent me the wrong product LOL ( honestly think it was on purpose)… the item I got was $20 cheaper than what I actually purchased…. But at that point I think they just wanted me to give up. All in all, I ordered in November and I literally just received my two items I needed. Customer service did nothing to make it right or care I was waiting so long, just the same process over and over again. If I knew what I know now , I would’ve gotten the photo done elsewhere.

Doesn't look like the dog and so late, going in the garbage if it does arrive! Prior to it being late, I contacted W&W and got no concrete info on when it would ship. I followed up multiple times-no info. To buy time they sent me a digital image, looked NOTHING like the dog. The dog has short hair and dark eyes, the image has shaggy and yellow eyes. I asked for a refund, they said "due to the custom nature" no refunds and they will redo. Going straight in the garbage...I'm done! Cute concept, poor execution and terrible customer service.

Purchased this last year as a gift and the print turned out great. Decided to order again as Christmas gifts. Order placed on November 26. On December 16, I inquired with customer service and was assured they would begin production. It is now December 29 and I still have not received my order. I get daily emails with discount codes, so they are eager to get your order, but not necessarily follow through with the work. At this point, I could have just taught myself how to make the edits in Photoshop and sent the file to print and saved myself some time and money.

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.

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!

The one good thing about them is that the product arrived quickly. Then the good things ceased to exist. The artwork is kind of generic. I‘ve been asking them for a week now to make some minor modifications for the digital print, and they’re just flat out ignoring me. They responded to DMs on Instagram right away when I first ordered. Now they don’t even read them, nor have they responded to a single email. If you want something decent looking in a pinch, go for it. If you’re looking for careful detail and quality customer service, I would not recommend.

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.

NO Customer Service! Will not reply to email and have conveniently hidden their phone #. Took my $ by havent received anything. AVOID

Do NOT buy from this company. There are so many other, better alternatives. I ordered a portrait for my wife’s birthday. Not only did I receive it late, it was just the picture and didn’t come with the frame--for $150. I contacted customer service who do not give you a phone number to call, and what has followed has been an incredibly frustrating email back and forth, with 72 hours between emails, to rectify the issue. Here it is almost 4 weeks later and no resolution. Suffice to say, my wife's birthday gift is ruined. I demanded a full refund, and they offered me a digital download and a discount code--insulting because I already paid for the digital download. And what does a discount code serve when I will NEVER be doing business with this company ever again?

they are horrible with any and all communication. there is a section for "notes to the artist" and they ignore that section. they have a 100% satisfaction guarantee that is a complete joke. they have only one way to communicate which is email and it never is responded to except an automated email. they have my dog not only the wrong color but the one section i added was "make sure to get my caramel colored eyes on the dog" which was CLEARLY shown in the picture and they made my dogs eyes black which look literally nothing like the picture. for a week now they have stated i would get a call or email from their specialists but absolutely no reply. READ BBB REVIEWS there are 15 other people who either never recieved the product or are in a similar position. do not buy, there are other options from companies who actually will communicate and hold up their side of the deal. i spent $150 on pictures with West and Willow and still cant even get a single reply from their team at all but if you pretend to be a new client they reply in seconds.