West & WillowReviews of westandwillow.com

I would give my experience a 4 or a 4.5 out of 5. I think the customer service at West & Willow is amazing 5/5. I had a minor issue and reached out to Customer Support and they replied quickly and kindly. The portrait itself was very good although the artistic style for each pet was slightly different which I didn't like too much. I won't return or complain about it, but I would have liked both pets in the portrait to be depicted in the same style. But one pet is drawn much differently than the other one which was not good. Other than that, I appreciated the portrait.

Great but would like to see a proof first!

Overall amazing portrait! My girlfriends cat came out amazing however, my cat looked more grey then brown in it though but y’all nailed her features!

Relatively easy to use. If you could advise the shopper up front if the item is a gift that you want to ship directly to the recipient, it would make a bill to and ship to up front and you wouldn’t have to back track to change address.

Update 3/19/23: Following my initial review I was contacted by West and Willow, wanting to improve my experience with them. Maria from customer service was great and we were able to get an updated picture of our dog that we were happy with. It took a little bit, but big thanks to Maria for all of the help. It's a tough situation. It would be hard for West & Willow to continually provide artist images before printing as I'm sure every customer would have lots so tweaks. Also tough though to get the full size portrait in the mail and not be happy with it. Maybe a partial fee to preview/adjust the image before printing? Original: This is a very cool idea. Unfortunately the rendering ended up looking nothing like my dog. He’s got a tan and pink spotted nose and in the art we received he has a jet black nose. Hard to recommend when the most distinctive feature on his face is completely wrong. I was a little hesitant on ordering due to the fact that you can’t see the rendering before printing/shipping. Now we have something we wouldn’t put up anywhere.

Everything was easy, except I thought I added the digital download for $10. Then, I couldn't go back to add it.

First, the product itself was really great. I had 2 pet photos done, a dog and a cat, and they were both brilliant. I couldn't have been more pleased with the end result. It was exactly as advertised. The only thing bad about it is the process. The whole thing is blind. You submit a photo, which is necessarily heavily edited/altered, and there is no way to know what the result will be until the finished product arrives. I just don't see any reason why there can't be a digital proof or preview included, maybe for an additional cost if nec. West and Willow tries to upsell additional products based on the final print, and without seeing the print I just couldn't commit to spending more money on something that I might not have been happy with. As a direct result, I bought the smallest size print, and skipped all of the options for add-ons. Had I been able to see the resulting image I would definitely have purchased a larger print and at least one add-on per image. It's a real missed opportunity for both West and Willow and the customer. But again the print was fantastic. I couldn't have been happier. I'll add that the website could be improved. There seems to be no way to access previous orders. Again, it seems like a missed opportunity to engage with customers and increase both customer satisfaction and sales.

The product itself was top notch. Great quality from the graphics to the frame. The only issue i had was with actually receiving my products. I had bought 3 portraits and the digital copies. I had to email customer service once in order to receive my portraits, as i was told their was system errors. I waited over 6 weeks due to these errors before I reached out to customer service. I had to email a second time in order to receive my digital copies. I do wish they had reached out to communicate they were experiencing system errors. However I will say the customer support team was excellent to deal with. They were apologetic, polite, and easy to deal with. On both occasions i received my products almost immediately ( within the week). Errors happen & the W&W team was excellent to deal with.