West & WillowReviews of westandwillow.com

It’s been a week since I placed my order and I still have not received any emails from the company on the progress of my order, also the discount I received was never deducted from my check out.

Have not yet received my order but ordered Over a week ago and have no communication from anyone

While the customer rep, Merdae, was very responsive to assist in my replacement request, I don’t recommend this product. Overall, I was disappointed in the process and that the pictures I provided of my pets weren’t used to guide the creation of the custom portrait process. My white cat was made brown? My multicolored dog was made grey? We worked through 20 revisions before the pictures looked like my pets. :(

Website was easy to use, but I'm very nervous about the finished product. There is no feedback, meaning I have absolutely no idea if the image will end up being great or terrible. They should send you an email confirming your photos work, or likewise send an email saying your order has been paused until they can get better photos. Its a LOT of money to have no clue if the finished product will even be half decent.

It is unfortunate that I have to write this review of West and Willow. My Schultzy died on April 17, 2020, and all I wanted to do was get a nice portrait of him, as well as our other dog, Shelby. I sent 2 photos over, expecting to be able to preview them before they were sent out, which I did not get to. I received both prints and Shelby's turned out great, but Schultzy's just didn't look like him. He was a Collie mix and was a big fur ball, full of soft hair, yet the photo looks like a matted down version of him. I would have never approved the print. It was so disappointing because Schultzy is the reason I did it in the first place, because I just lost him, and really wanted something on the wall to commemorate him. After asking if the photo looks like Schultzy to several other people, they all agreed, it just isn't him. I reached out to West and Willow 5 times, with not one reply. Not one! It was my hope that they would fix the issue since I paid a lot of money for both portraits. That is what good customer service would do. Yet, still I have not heard back. I am giving a 2 star review simply because Shelby's photo looks great but with the customer service as bad as this, I do not recommend this company. It's unfortunate because I totally believe in supporting new companies, and had they responded and fixed the problem, I can guarantee this review would be different. However, because the photo looks nothing like my deceased Schultzy, and the fact that they haven't responded ONCE to my 5 attempts, they don't deserve anything higher than a 2. Sadly, stay away!