KB
Initial problems with a great resolved outcome
It’s important to know that the frame quality is not what appears on the website. It’s a very flimsy frame. I was hoping it would be thicker and it’s thin and cheap and easily comes apart. I had two issues with the first shipment. The frame had come apart and was damaged. Customer service was very quick to agree to replace it which was good. Be sure to mention in the notes to make sure frame is secure before shipping. The other problem is that you are not able to receive a proof first to make sure you are happy with your dogs appearance. Unfortunately the lighting in the photo I uploaded lightened my dogs face. My dog is all brown and I didn’t think the lightness was substantial enough to give him half of a white face in the portrait. Unfortunately when I received the portrait it didn’t look like my dog and was actually quite upsetting. I am happy to report now that customer service was fantastic! They not only corrected his face but sent me a proof first to make sure it was to my liking. Not only that but when they shipped, the frame was intact. Every day now I smile when I see the portrait on the wall. It’s perfectly cute and after issues were corrected West & Willow did a great job!
Response from West & WillowOct 14, 2023
Hi Kara, Thank you so much for the positive feedback, despite the issue with the order process! We're so happy to have you as a member of the West & Willow family! 🎉