West & WillowReviews of westandwillow.com

First order was totally off color. Still not quite sure how that happened but they did a good job reproducing the correct portrait. Unsure of I would go with this company a second time based on that. I did have to wait awhile longer to get the right one.

I ordered a print with 2 pets and the black dog was disappointing. After seeing it, I was bummed because this was supposed to be a gift and it wasn’t what I thought it would be like. It would be nice to get a preview of the portraits for approval before they’re shipped out. Maybe I misunderstood the AD but I was under the impression these were hand painted and they don’t look like it at all. Update 5/2/23 They reached out to make it right. I sent in 2 more pictures for them to use as reference. The process was very slow compared to the first time. They said it was due to being overwhelmed by new requests. I get that but maybe that’s something to look into and make better on their end. This time around they sent a proof for me to approve which was great. It’s an extra step but this should be implemented as a standard process for all orders. They also confirmed these are not hand painted and they use digital illustration. Although I’m happy the picture came out better, I’m not happy with the misleading ads and the cost for these.

Customer service was great. But company policies / operations made the experience nearly infuriating and time consuming. First photo I got didn’t look like my dog- which was fine- but the second photo looked even worse and don’t take into account my recommendations. I respectfully requested my money back which was denied. Then went through 2-4 more renditions of the photo until finally created one I liked, which I appreciated but damn, it was a lot more consuming than I anticipated

I do like the portrait, but unfortunately the colour of our dog is way off. His features are there, but our dog is a mix of light/medium dark browns and in our portrait he’s nearly all dark, dark brown. There’s not really any dimension. Almost everyone that’s come into our house has made a comment about it lol. Either way, he’s proudly displayed in our living room, but it would be nice if they sent digital proofs or samples before printing and shipping like other companies I’ve ordered from in the past.

I ordered from them once before and loved it. We recently got another dog so naturally, we wanted to add her to the art piece. I made a mistake and wanted to change the order in which our dogs were placed. Once I realized this, I emailed them (less than 24 hours after I placed my order). I was sent the message below. If my artwork is done, where is my tracking number? It’s been a week. I’m disappointed to say the least. “I am sorry but we can no longer make any adjustments because your artwork is already done and your order is currently being produced. Kindly expect your tracking details that will be sent via email in the next 1-3 business days.” @West&Willow still waiting for an email from you.

I did have to re-order due to my own fault, but since reordering I have not received any updates on my order, when I will receive my digital download or anything. This is the only issue I have. Contact with staff have been very pleasant and prompt which I appreciate a lot.

It’s unfortunate that you only have a 30 minute window to change in order, although it takes 2-3 weeks for an order to arrive. They do fairly warn you about that though, so make sure you are 100% ready to place an order. Good quality product.

A bit expensive for the poster quality but i like how the images turned out. havent gotten my digital images that i paid for Edit- they sent the digital image right after i made this review