Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from this company a piece of art of my cat. It arrived a couple of weeks later and the face was completely blurry, not anything like the example photos on their website. I asked for a revision. One of their customer service ***** ******, worked with me to agree upon a revised version of the product. The revised version showed a clear face with good proportions. Weeks later, I was sent a version of the picture that was clearly stretched out in width, making my cats face appear distorted. Not only that, it was the completely wrong size and arrived wrinkled. I emailed ****** back my complaints and she tried to tell me that she reviewed the pictures I sent and that it was indeed the right photo and that the picture sent was the correct size when I clearly had a photo of the replacement picture that was clearly bigger than the first picture sent in the correct size. At this point, it is clear that this company does not have any quality control and I am requesting a refund as I do not trust them to send me the correct picture. Moreover, the third picture they send will be out of their 60 day guarantee.Attached is a photo comparing the product received vs the product pronised to me (labeled replacement)

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 Pet Portrait and Digital Download on November 6th. The website advises the Digital Download would be delivered via email as soon as the portrait was sent for shipping. The website additionally outlines there is a 48 window from the time of ordering to the digital being delivered. It has been weeks and neither the Physical Portrait nor Digtial Download have been delivered. As of today, *** advises the Physical Portrait should be delivered. The Digital Download, which should be easiest fulfillment, has not been delivered. I have reached out to the business via both ************ (Instagram Direct Message) as well via email. I received a reply from **** via email advising I should wait a few days before contacting them for the Digital. I replied advising of the company publishment when to expect the Digital piece and never received a reply. I additionally requested management to contact **** do not feel as though this is a legitimate company as this seems to be a continuous issue. I feel this company is taking advantage of ************ to gain Consumers, however not fulfilling the order.

  Business Response

  Date: 11/21/2024

  Hello ****,
  
  Thanks for reaching out!
  
  We're so sorry to hear that you haven't received it yet. I can see that my colleague **** emailed your the Digital download last Tuesday. Hope it's with you now.
  
  As per your tracking details, the order has been delivered on November 19:
  
  ************************************************************************************************************************************************************
  
  I've seen many similar cases where the package gets actually delivered within a few days. Typically, what happened was the package got marked "delivered" by error while still en route, then arrives a few days later.
  
  Please check with your neighbors, your safe place, or family members who could have possibly signed the package, or check your local post office and make sure that the address that you have added to your order is correct.
  If you are still unable to locate your package, please reach out to the delivery carrier for more details.

   

  ******* 

  West and Willow

  
  

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

   

  I have received both the digital and physical copies at this time. I request to be removed from all text and email communications from this business as the customer service was unsatisfactory.
  

  Additionally the portrait is poorly done as it seems very rushed and the brush strokes are very visible and choppy. It almost appears as if a Basic Membership of an AI program processed the request. I am very displeased with the quality of the work in relation to the price paid. 
  
  Sincerely,
  
  **** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pet portrait and digital purchased on 4/7 [Order #****** ]Received the pet portrait only on 4/18. Immediately emailed that it was incorrect and errors were made. Company reply stated 3-5 days I should receive a proof. I also informed them the digital copy paid for was never sent.On 4/26, I emailed again to follow up as no contact had been made nor received on; they replied they would get with me ASAP. Still no digital copy; still no refund; still no proof.On 4/29 they stated Hi *******, Thank you for reaching out! I am truly sorry that you haven't received an update on this. Rest assured, I will be getting back with you ASAP. Thank you for your continued patience. Bianka ??And again nothing.On 5/7 Hi *******, I am so sorry it's taken so long to get this resolved for you. I have reached out for an update. I will follow up with you very soon. We appreciate your patience. Bianka ??And again nothing. It has almost been 1 month with no resolved proof, no digital, nothing but emails stating they will get back to me.

  Business Response

  Date: 05/29/2024

  To whom it may concern,
  
  Thank you for the information.
  
  We are aware of the situation, and I'm pleased to inform you that both parties agreed to proceed with a replacement. This was issued on May 20th and has arrived at our customer's location on May 28th. I've attached the tracking details for your reference. You may also confirm this with them using the link below:
  
  ************************************************************************************************************************************************************
  
  Thank you, and please let us know if there's anything else we can assist you with.
  
  Best regards,
  
  West and Willow

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a pet portrait back in November, but the artwork did not arrive until over a month later, way past their promised date. They promised to make any alterations if the artwork is not satisfactory.I have submitted changes on their dashboard as instructed and sent several emails, but there has been no response from customer service. They acknowledge they received my request, but no revisions have been sent. This goes back to December. I have unsuccessfully sent changes three times and emails to their customer service support with no response.The order number is ******

  Business Response

  Date: 02/06/2024

  To whom it may concern,
  
  
  Thank you for getting in touch with us.
  
  
  We've been in communication with the customer and fully understand their perspective. Unfortunately, we've encountered some technical issues replying to their emails later on, resulting in errors. I have attached the file showing the error for your reference. As a workaround, we've attempted to reach out via Shopify, although we're unsure if they've received our message.
  
  
  Regarding the resolution options, we've extended an offer for a free upgraded replacement. Initially, they ordered the poster version, but we're prepared to provide a framed version and create a new file. Alternatively, we've also proposed a refund. As of now, we're awaiting their response.
  
  
  Please rest assured, we're eager to resolve this matter and ensure the customer's satisfaction.
  
  

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a painting of my sisters recently deceased dog for Christmas. It arrived rolled like a poster. It was bent in several places. It also wasnt like the picture I sent. Wrong colors were used. I emailed as soon as I received it. The response times from this company is ridiculous. They finally said they would refund me in 5-7 days. This was on 12/20! Never got it! I have emailed 6 times since and no reply!!

  Business Response

  Date: 01/31/2024

  Hello, 
  
  We are so sorry this happened with your order! We did issue your refund which processed from our system successfully on 12/23/23. A confirmation email of the refund was sent to the email address we have on file. We also confirmed via the email thread we were speaking on you with that the refund was issued. 
  
  The time it takes to refund back to your bank is completely dependent on them once the funds are sent back from us. 
  
  Please email our support team and we'll be happy to share confirmation numbers and a screenshot of the refund if you need the information for your bank. I will not share it as an attachment here due to personal information.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I did not receive this $ back and have the email from them from a weeks ago saying it wasnt refunded on 12/23. They keep claiming they refunded again but have not! I have called my bank now 3 times! They didnt give me my $64!! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business Response

  Date: 02/14/2024

  To whom it may concern:

  We were sorry  to learn of the customer's unresolved refund matter. Upon a thorough investigation, I personally confirmed that a complete reimbursement of $60.21 was processed on December 23, 2023, crediting back to the original payment card linked to the order. Additionally, a notification regarding the refund was sent to the email address associated with the purchase.
  
  Given the sensitive nature of the details, we refrain from disclosing them here. Instead, we will promptly furnish the details directly to the customer's email address. Moreover, the customer can verify the refund transaction with their respective banking institution.
  
  Should any further assistance be required, please do not hesitate to reach out. We remain fully committed to facilitating a resolution.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a print from the company mid-December (order #******) and received it end of December. Given they did not send a digital version of the print that I had also paid for beforehand so I had the opportunity to review before it shipped, upon receipt of the physical print I noticed there were issues with one of the pets and submitted a form to the company in attempt to seek some specific modifications so that the pet is more accurate. I did receive an initial response stating that they were working on and then another on 12/29 confirming that it was in progress. After not hearing back for a week I reached out to inquire but did not hear back and have sent 2 additional follow-up emails to inquire about status of the correct print but am not getting any responses. With no phone number made available, it feels as though I am being ignored and they are not going to follow through with making the updates despite saying they would do so. In addition, it was a Christmas present that is now weeks delayed and the customer service has been haphazard at best. Extremely frustrating since they already have my money and I have no way to contact them other than an email that no one will respond back to! Hoping something will give so that this gets resolved asap.

  Business Response

  Date: 01/31/2024

  To whom it may concern:
  
  
  I trust this message finds you well.
  
  
  We sincerely appreciate your recent correspondence. We empathize with our customers' concerns, particularly regarding the artwork in question. In response to their feedback, we promptly initiated revisions and sent three revised files as requested. However, despite our efforts, it appears the customer remains dissatisfied. 
  
  
  The holiday season brought an unprecedented surge in requests, impacting our turnaround times significantly. Nevertheless, we endeavored to prioritize each inquiry with utmost diligence.
  
  
  In light of the ongoing communication, we've requested a new photo to facilitate the creation of an entirely new portrait, recognizing that this process entails substantial time investment starting from scratch. Rest assured, our team is diligently engaged in the editing process, and we commit to providing regular updates on its progress.
  
  
  We sincerely appreciate your patience and understanding throughout this process. Should you require any further assistance or information, please do not hesitate to reach out.
  
  
  
  Warm regards,
  
  
  *******
  West and Willow

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is accurate and satisfactory.  As they stated they did finally respond and the matter is currently in the process of being resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 18th I placed an order for a pet portrait. In the confirmation email it states that orders during holidays can take four weeks to ARRIVE. Well imagine my frustration when more than THREE WEEKS later and my order still hasn't even SHIPPED much less with no ARRIVAL in site.On December 28th I reached out to the company and asked for a shipping update and was told that I would receive tracking info in 2-4 days, well now it's TWELVE days later with still no update. So at this point I am extremely frustrated and reached out once again and this time the only answer I got was that it was being "finalized" and this was SEVEN DAYS ago.I reached out one more time yesterday and said that I was unhappy and wanted a guaranteed shipping date after being strung along for TWENTY TWO DAYS and I got an automatic response saying I would get a response in a day, which surprise surprise no response today. I am very frustrated and just would like my order sent in the next two business days or canceled and refunded.

  Business Response

  Date: 01/31/2024

  Hello, 
  
  We are so sorry about the delay with your order, especially around the holidays. Unfortunately we experienced a supply issue with our Birch colored frame. I do see the delays you have experienced across the board and rest assured, we are working on improving processes so this doesn't happen again. 
  
  I see that we have already been in contact with you directly to fix this issue and your order is finally on the way.
  
  We appreciate you working with us on this issue and again, we are truly sorry for this experience.

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We place an order on 11/27/23 for a portrait of our 2 dogs. However, the portrait for one of them has an egregious error as the eye colors are incorrect. This is unacceptable. We emailed ******************************** on 12/9/23 and a **** from the Support Team responded: Don't worry, we'll be happy to work with you on a replacement right away and requested us to fill out a Replacement Request form. He also stated a Product Satisfaction expert will reach out to us within 1-3 days. We subsequently submitted that form on two occasions but have not received a single response. We recently reached out via their Instagram page, and a ***** informed us that my colleague sent you an update on 12/14." This is FALSE, and there was nothing in our Inbox (or Spam folder) regarding this purported update. We asked "*****" to provide an update and he has yet to respond. We've received nothing but a run-around from West & Willow. We were willing to accept an exchange for an accurate portrait but we are now demanding a full refund.

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the wrong picture frame and the photos of the dogs that came back dont look like my dogs.Customer service is slow and this isnt a good company to do business with.

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 1, 2023 I saw an ad for pet portraits and signed up with my email to receive a 10% discount on my first order. I added a two pet portrait to my cart, then it asked if I wanted to purchase a cell phone case and I said yes, then it asked if I wanted a digital download and I said yes. I received a $20 off bundle for what was in my cart. After submitting my order, I received an email two days later telling me that I was only allowed one pet on the cell phone case. I did not want one pet, I wanted both, and since that wasnt an option I told them to cancel my cell phone case. They issued me a refund but only for the price do the case. They didnt refund me on the tax I paid on it. So I had to request it. After that, I realized I no longer got my discount because I no longer had the bundle. When I requested the 10% which was what I originally was going to use, they refused to apply it saying they could only apply one promo code per order. I explained to them that I never used the first promo code because the bundle was cancelled. So I technically didnt use any promo code for my modified order. They basically responded with the link to their policy. This has turned into a nightmare and I no longer want their product. Its the point of good business and treating a customer/consumer with common sense practice. I know there are policies and safeguards but sometimes those dont work or a special circumstance occurs that needs attention and common sense is used to come to a sensible solution. Its the principle of it.

  Business Response

  Date: 10/11/2023

  Greetings,
  
  We hope that all is well on your side.
  
  We are fully aware of the issue at hand and have been maintaining transparent communication with the customer. It is our pleasure to inform you that we have reached an agreement to provide a 10% refund, as per their request. The refunded amount totals $16. This reimbursement will be credited back to the original method of payment used for the initial purchase. Kindly be aware that it may take approximately 3-5 business days for the refund to be fully processed and reflected in the respective account.
  
  For your convenience, please find the attached document for your reference. Should you require any further assistance, do not hesitate to contact us.
  
  Wishing you a wonderful week.

  Customer Answer

  Date: 10/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************