Cheryl W.
Quick turnaround but pay attention to details…
***UPDATE: Customer service reached out to me in regard to the image with the dark background. They have forwarded me a digital image for free. But the best part? They were able to change the background color from charcoal to white. And it's now 100% perfect!! I'll be sending it to print and replacing the original with the new print with the white background. I just want to point out that per my original review, the company itself didn't do anything wrong. It was an oversight on my part for not paying for the proof as i didn't know it was an option. And they had NO obligation to fix what I wasn't happy with as it wasn't anything they had done wrong. But they took the time to recreate the image with the new background and the time to reach out to me to make sure I was satisfied. And that right there is awesome customer service!!! I have updated my stars from 4 to 5 as their customer service is top notch.*** I ordered two pet portraits for each of my sisters. One of whose pup passed away recently. I placed my order on 11/11/2022 and received the last portrait today! I was surprised they came so quickly. They both look good. However, one of the pictures, it’s really hard to see the dogs ears and outline because of the dark background. (My sister chose Charcoal). The doggo just kinda blends in with the background depending on the lighting. I wish I had known the darker background would alter the details and drown out the face before it was printed/ finalized. I definitely would have changed it. Especially since it’s a memorial piece. So that bums me out a bit. I was completely unaware you could pay extra to review the proofs as I didn’t see that as an option when ordering?? But saw it when reading reviews before posting mine. So, for whoever is reading this, pay the extra money to review the proofs. Especially if it’s a sentimental piece. And I would suggest a light background for a brindle colored doggo. But besides the background stuff, they look great and quick shipping. I am excited to gift these for Christmas. One downside - this company sends WAY TOO MANY text messages and emails for discounts and products. Since I’ve received my purchases, I’ll be unsubscribing because it’s a bit excessive. EDIT: ORDER #318869 I am not seeing an email other than one from trustpilot. But have included my order number.
Response from West & WillowNov 28, 2022
Hi Cheryl, Thank you for taking the time to leave your review. I am sorry to hear about this! We'd love a chance to turn this around! However, we cannot locate your account at the moment. Kindly update your review with an order number or reply to the email we sent you here. We look forward to hearing from you.