West & WillowReviews of westandwillow.com

This is my 2nd review on the same item due to my first portrait I was 100% unsatisfied with as it didn’t resemble the dog at all. I placed my first order on 11.4, received the item on Nov. 19th and within 30 min of getting my portrait notified them I wasnt happy, its as if they sent me the wrong dog portrait. I received an immediate response and was being promised a new portrait. I informed them of the areas I wanted them to focus on, what the breed was, etc. They said no problem, a new one would be made immediately. It was radio silence essentially for a week. 9 days later I received a proof, and it was perfection, really I was blown away and approved immediately. I asked a few follow-up questions in which customer support was silent again. Its been 6 days since seeing the proof and nothing. Altogether It’s been 15 days since I was promised an "immediate" replacement. I informed them on day 1 this was time sensitive, its why I ordered this on Nov. 4th, so it would have plenty of time to be shipped overseas. One would think a replacement order would take priority over other orders being that they are the ones who screwed up in the first place. Its now been a month since I placed my original order. They assured me I was a priority, but its quite clear I am not, which is disappointing. Dont lie to customers. I was originally unsatisfied with my first portrait, now on top of that I am unsatisfied with the customer service I have been getting. No answers, no urgency, nothing. Just radio silence, and when they think to finally respond, its some BS and not ever answering my questions. This is a gift for a dear friend overseas that I have to get to him by December 16th and that won’t happen now. I’m beyond upset and had to tell him today his Christmas gift won’t be there in time anymore. I only wish I could upload an the image showing the comparison of my first (failed) portrait and the new proof image of the replacement. It’s literally night and day difference. The person who did the first portrait should not be allowed to do portraits. I only wish, my replacement was the original, then I wouldn’t be in this situation and would have been a perfectly happy customer. I am generously giving this a 3 star rating (instead of a 1 or 2) because the replacement proof they sent me (9 days later) is exactly what I wanted in the first place. I have NO idea when I will be getting my replacement portrait because no one will answer any of my questions, but its taking longer than the original and to me that's unacceptable. Im just mind blown at the customer service unresponsiveness and no care that they screwed up and arent rushing to make it right. Its just all unbelievable. Suggestion: Dont over promise and lie to customers, that's how you don't get returning customers. Perhaps you should do proofs in general first and then people wouldn't be in this situation. I was so excited about this portrait and gift for my friend, especially during such a crappy time, this was bringing me joy and I knew it would bring him joy and now...thats gone.

Update: spoke with someone at Customer service and they are in the process of redoing my picture again. After a few tweaks, two out of three pets look better. I am waiting on the final print. Original review: Just received my picture in the mail and I am so disappointed by the picture. My cat is a white calico and looks tan. the face on my yorkie is so dark that you can barely make out his face unless you are looking at it up close. What a waste of my money.

I would be happy to review again when we receive our product 😀 The process was pretty straightforward however it would be nice to see what the product would look like after uploading the photo. And it’s unclear how long shipping will take (maybe I missed it)?

This review is specifically about the ordering process. I just ordered it, so I can't speak to the quality of the actual product yet. However, ordering it proved difficult because the photo upload link was missing from the site.. on cyber Monday! Luckily I had help from their support team and while they weren't able to figure out the problem, they offered me an alternate solution to email the photos in. Ray, was my support specialist and he was incredibly helpful and kind. While I had great help from Ray, the process overall was still much more difficult than it should have been. The photo upload link is a pretty important part of the process when getting a portrait of your dog.

Ordering was simple enough, however I feel it would be better if we had the capability to upload more than 1 photo so the best option can be chosen by the illustration team. I also think a proof should be made available.

The portraits look great, but its incredibly expensive even with the "sales" and discounts". I can't say the portraits are worth $100+.

I am looking forward to receiving my order in the mail, i'm sure it's going to look great! However I purchased just days before Black Friday and now I have been getting constant reminders that their products are up to 50% off. I paid full price and now just reminded every day that I could have saved money.

The portraits they show on the website are well done and beautiful. I wish that they would at least give you a rough preview of your artwork before they send you the print. It’s tough to envision how they will design based on the photo. I haven’t received mine yet, but feels like I just spent a lot of money and put a lot of trust in West and Willow without knowing what I will get.. stay tuned.