West & WillowReviews of westandwillow.com

I was not allowed to view the artist's proof prior to purchase. If I had been able, I would have known right away that the product did not match the color of my dog's eyes, one brown and one blue. I approved the rest of the item. I wrote back and was able to have it redone. Upon receipt of the 2nd item, the body of my dog was a different color (much lighter color) and not shaped the same. The 1st version was much better/closer to the coat color of my dog. Why would you change something that wasn't wrong, making it not as good? Also, the digital copy I ordered at checkout the first time never arrived. All in all, a shoddy experience. Too much aggravation for a $100 8x10.

The order process is just normal. However, when you spend more than $100 it would be nice to see a proof of the product before it is shipped out. Why is that so difficult when I’m giving a digital print of the image.

There was no place to write a note I was sending the picture to my friend whose dog passed away. And there was no place for me to let them know the gift was from me

It took West Willow about 2 1/2 months just for them to get a portrait correct. They only show an option to upload one photo when there should be other options to upload multiple pictures for cases like mine. I made my order in November deciding that this would be a great Christmas gift for someone else. The person that I wanted to get this gift for sent me a picture of their dog on their not-so-up-to-date phone. Since this was a Christmas gift, I respectfully reached out to them to see if they could process this order fast in time for Christmas. However, I made it very clear in the description to please reach out to me if this photo did not suffice. Instead, they decided to move forward with the picture without reaching out to me to make sure the portrait was good, shipped the order and butchered the portrait to where the ears were opposite shapes, the fur size was incorrect and they drew the color of the fur and the eyes different. When I realized this picture in fact did not suffice, I had to send it back in the email with other multiple pictures that I received from other family members of the owner. After sending MULTIPLE photos, I sent the portrait back THREE times because none of the portraits looked like the dog. I asked them to please refund me if they were not able to do it the FIRST time so that I could go somewhere else for the Christmas gift. Instead, they insisted on sending me unsatisfying portraits to pass the time instead of my money back. I went back and forth with them telling them that I wish I was told in the BEGINNING this would not be able to be done, I respect honesty. I feel like I was honestly talking to robots the whole time. Because this took so long, I had to go with a different person from a different company and spend more money. My advice, DO NOT use this website if you are wanting to buy a gift for someone, or DO NOT use this website if your dog is a mutt. They advertise all the time about pure breeds because they’re easy to draw. If your dog is a mix, they probably will not get it right and you will not get your money back. I had to settle for the last portrait that they sent and accepted that I got $67 taken from me. I will not be using West Willow ever again and I will not recommend this to anyone. After this experience, I encourage people to spend their money on actual artists that take pride and time into their work to make it the way you want them to. That what’s what I should’ve done the first time, but that’s how advertising tricks you!!! Lessons learned, West Willow. Coming back to change this review to ONE star because the portrait that just arrived today on 2/16/22 looks NOTHING like the edited portrait that was sent to me in the email. What a waste of time and money. It looks like a 5 year old drew it. This company and the art is garbage! Do not waste your time! After a long 4 months of going back and forth with this company, they have finally decided to refund me in March. I’m changing this back to a 2 star review since I did receive the refund that I have been asking for and it is confirmed that they will give you the money back. Mind you, I never received a satisfied physical portrait because they never got it correct. Only the “edit” that they sent me was correct before they sent the last physical (awful, 5-year-old drawn) portrait. Therefore, a refund was absolutely needed in this case. Please take ordering from this company into consideration. I still would not chance spending money to possibly not get it back if they decide it’s not worth refunding you back, since it took them 4 months to refund me.

Cody’s portrait came out perfect and we absolutely love it!! However Baxter’s portrait came out very dark hair colored and he is more light brown and blonde with much more hair on him. Is there any way I can send another picture in to have he redone please?! This is for a gift and we would like them to be spot on for the family! We really appreciate it and your work you do at west and willow.

Portrait was Broken Mug sounds like it wil Break. It rattles when you move it

I ordered 2 large pictures of my dogs and a large printed sign with the "Be the person your dog thinks you are". They lost my order several times towards the end of 2022. The email replies are generic and don't provide a status. It took a negative review on this site for them to address my issues. The second time they lost my order - it was "recreated" during the "Black Friday" sale so I asked for the sale pricing. They proceeded to send me emails asking if I was sure I wanted it and if I could provide them the code. The discount was never applied. When inquiring on the discount they said I had to update my previous review on this page before they would give me the discount. In other words, in order to apply the discount I had to be bought/bribed. I never updated that review, nor did I get the discount. I did finally receive my order and they are nice, but not worth the hassle of dealing with this company. They have potential, but business practices are not customer-friendly and unethical. They then blocked my email from submitting a review -I had to use my second one. One order number was 332691 - my orders get “getting lost” so not sure if that is the final one.

The piece was beautiful, but the savage people who packed it damaged and creased it so badly it looked like it had been to war. Very disappointed. Most importantly it missed my and my dog’s birthday party where it was going to be displayed….very sad. They also take forever to send you the replacement. $100 piece of paper that was more worthless than paper towel. Oh, and you don’t even get to see what your dogs look like until it’s in your home. There should definitely be a proof process where you sign off on your dog’s rendering.