West & WillowReviews of westandwillow.com

I wasn’t happy with the likeness of the original picture. I reached out to customer service and they went above and beyond to get it right. I would recommend some sort of proofing option in the future to make sure the likeness is accurate. Waiting on my replacement print now. Thank you for helping me!

Initial order went really well and was delivered fast. But there was an issue with the final product. Reached out to customer service and they responded quickly as well, with an image of the corrected version. Then nothing. Silence. No follow-up emails, no update on shipping dates, nothing at all. I wrote repeatedly to them and all emails were ignored. Will not ever do business with them again and will recommend that others look elsewhere. Customer service is absolute trash.

They put the wrong name on the picture. It took 3 days or so to get a response, but once I did they did resolve. One piece of feedback would be to send a proof to have the customer approve at the initial purchase, not once the mistake needed to be corrected.

Artwork was spot on. So easy to organise. And the team were great when we needed some extra assistance. Couldn’t have been more helpful. Would 100% recommend this to everyone who owns a fur baby

I ordered this for my sister in law for Christmas. Frame arrived damaged. I contacted customer service right away, they advised they would send a replacement. Due to how long it took to ship and arrive, there was no time to wait for a replacement. I explained to them that I did not want a replacement and wanted a refund as I had to spend additional money to get it reframed in time for Christmas. They asked for photo proof of the damage in order to issue the refund, which I provided. Since providing this, customer service has been unresponsive. They didnt issue a refund (like they said they would) and sent a replacement instead. I have followed up x3 on the refund and they have failed to respond to any of my emails. I dont appreciate the dishonesty; stating ill receive a refund and then not following through. I dont appreciate being basically ghosted after doing as they asked. I do not appreciate how this has been handled in the slightest. Will never order from here again and will tell everyone whos thinking about it- to avoid this company completely. Its a shame as the photo was great. However customer service is important to a company's reputation. If you cant provide good customer service, the product means nothing to me regardless if it was good or not. Do better for your customers.

I had a problem with the coloring of a pet (my fault really, the picture wasn't very good) but West & Willow happily corrected it and are sending a replacement. Fabulous customer service!!!!!

My son couldn’t be happier with a picture of our family pup since he lives so far away. The picture captures our Fox Red Lab, Brick perfectly with his “chocolate chip” tongue and copper coloring. The shipment was fast and I feel all in all a very fair price point. Thank you West & Willow for the idea of a fabulous holiday surprise! We’ll be back soon. Cheers, Annette Kane, Greenwich, CT

I love my pet portrait! It was a gift from my mom and they did such a great job capturing my dog’s face. I purchased the digital download to be able to use it elsewhere, too. The original image came with a smudge on the print, and they were responsive about sending a new one out!