West & WillowIt's never been easier have a commissioned piece of art in your home! West & Willow pet portraits are hand-illustrated by our digital artists based on the photo you provide us.
West & Willow (westandwillow.com) has 18,273 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
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Merriam S.
I would have given 5 stars had I been able to proof the picture.
Response from West & WillowNov 6, 2020
Hi Merriam, Thank you so much for entrusting us with your pet's portrait! In an effort to get your order to you as efficiently as possible, we do not order artwork previews. Guaranteed though that we have extremely talented designers that will bring out the best of your pet. 👍🏼
Kyle A.
I would like to give multiple photos of the dogs so that you can make a nice innterpretation. Also, there is not an option for multiple dogs on a case?
Response from West & WillowNov 3, 2020
Hello Kyle, Thank you for your interest with our portraits! As of the moment, we do not combine two photos together. Also, we only do one pet per phone case. We have sent you an e-mail for more information. Kindly check your junk or spam folder.
Tarlyn C.
I love my pieces from West and Willow! It was really great, however there were a couple not awesome things; 1. my pieces were shipped separately, and I was not provided tracking for my second item 2. Shipping took way too long, It was over 5 weeks to get my second item... I do love the pieces and they are great quality, and overall extremely happy - I just didnt love that my order took so long, and that i wasnt given all the information for tracking my pieces!
Pia C.
Everything looks great but the print size is wrong. It’s supposed to be 12 x 16 but it doesn’t not fit the frame that I bought. It’s too wide and too long.
Response from West & WillowOct 30, 2020
Hi Pia, This is definitely not the type of service we aim to provide. I have made our customer service team lead aware of this issue. Please check your email for a message from us. We'd love a chance to turn this around!
Jenny
We ordered a print after our dog passed away. It arrived with a frame that was dented and the artwork made the dog look cross eyed, and didn’t reflect proper colours. We did a lot of back and forth with the company, sending additional photos to show his colours, and worked with west & willow to adjust it. It would often be radio silence for weeks and as soon as I would follow up the response would be “our graphic artists just finished”. I don’t believe these are done by graphic artists but are computer generated as they seemed incapable of adjusting the art based on many additional photos we provided and asked me mark it up with changes (I am not a graphic artist). Because dog had passed away, not possible for us to take a new photo. I asked for $ back and was told the 100 percent satisfaction meant they would work with us until happy. This felt like a massive project on my part, eventually we found another picture and managed to get something acceptable, but the whole experience was painful and took 5 months.
Response from West & WillowOct 29, 2020
Hello Jenny, We are truly sorry to hear you had this experience with receiving your order. We looked back on the conversation you had with us, and it looks like most of our e-mails to follow up went straight to your junk or spam which is why it took longer for the concern to be addressed. Nevertheless, your patience and understanding throughout the process has been incredibly appreciated!
Colleen
I am nervous that the items I ordered as gifts will not look right and not being able to see a proof before sending is a problem when spending $100+ per item. Otherwise, the process was pretty simple and I hope the gifts turn out as expected.
Response from West & WillowOct 29, 2020
Hello Colleen, We totally get you! In an effort to get your order to you as efficiently as possible, we do not order artwork previews. However, if you're not 100% happy with the final product, contact us and we will help to make it right. 👍🏼
Elizabeth
It’s a little like our Emma bear but her hair color was more golden brown and the picture was darker than her real color. Also her face was thinner and the picture shows a more fatter face.
Response from West & WillowOct 28, 2020
Hello Elizabeth, We hate to hear that your order quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
Lisa K.
Product quality excellent. However, took way to long to get to Australia! Understand it’s difficult times with COVID. However wouldn’t order again until we have some normality in the world again.
Response from West & WillowOct 24, 2020
Hello Lisa, Unfortunately we did experience some transit issues due to COVID. We are not trying to make an excuse and definitely understand your frustration. Thank you so much for giving us the chance to make things right!
