West & WillowReviews of westandwillow.com

Received wrong portrait. Very frustrating that there is no contact number listed to talk to customer service without having to email

We eventually ended up with portraits of our pets that were pretty good, not great. However, the process of getting there was hard and tedious. The original images that were sent didn't even show the real colors of our pets. It seems to be a company that works off of a computer program with no one with a design eye making sure things look good. We ended up complaining and after 17 emails just to West and Willow we ended up with new portraits. Working with their customer service department is basically the worst thing and there doesn't seem to be a human actually responding. It seems like it is all through an automated system. Overall, they can do pet portraits, but I wouldn't waste my money.

I was not too happy with the colors. My cat's coat is a solid Grey with a white chest not browns and multi color. I did not like the colors on the portrait. I am requesting some sort of refund!!

For the price and the mass amount of marketing West and Willow has done, I expected better and will only be going to smaller artists from now on. I made THREE orders in NOVEMBER and I finally got my last order now in Feb 2021. I got a 2 cat portrait of my cats with a digital copy sent to my parents and brother, 1 portrait and frame for each household. The one sent to my parents arrived on time and first. The second was EXACTLY the same but with a different color frame and took weeks longer to be shipped to my brother. It finally arrived just before Christmas. The real issue here is the portrait of my 2 senior dogs. the first time they sent me the portrait, it was in a timely manner but had a misspelling in the name. I contacted Grace at customer service and let her know about this misspelling and the wrong placement of the dogs. I expressed I was not happy with one of the dog's portrait as he looked like a "kangaroo" (mother's words). Grace and I went back and forth with proofs and I finally approved the last one after adjustments were made, What I didn't realize was they altered the portraits of BOTH dogs when the first portrait of the one dog was perfect. They then sent the portrait to my parent's house when no instructions to alter this order's address were made. After I contacted customer service again, they first refused to send it to the correct and original address. Now that I have FINALLY gotten the portrait, it is in the WRONG COLOR FRAME. At this point, I'm over having to deal with this company, and Grace at customer service has been very nice but obviously, there are SERIOUS FLAWS in their company and communication with the art department. I've spend HUNDREDS of dollars only to be frustrated and wished I went with a smaller artist through Etsy.

I was so excited to receive our special order. My son received a painting of his boy Maximus as a gift. It was perfect and it was emotional to see because it looked just like him. This is what made me feel safe about ordering one of our Layla for my daughter. I am so sorry to say we didn’t have the same experience with Layla’s print. I’m not sure if the uploaded picture had certain shadows that the artist thought needed to bring into the printed picture with a green like color on her golden brown hair. This print just did not have the essence and brought tears of joy to us because it really didn’t look much like Layla. Yes there’s similarities but it’s really not what was expected.

The picture came incorrect although the original was sent. It has been 2 months and still have not received correct picture. A partial refund was issued this is the only reason they get 2 stars. Not pleased ...had to put many hours in to get this corrected and get a partial refund. Bad customer service.

Nice quality and speedy delivery. However expensive and I special requests ignored. Happy with the quality but the artwork left a lot to be desired. Didn't capture the character of my dog at all.

I was so excited to receive my picture and was very disappointed. I don’t think the artist did a good job of capturing my dog’s face. Granted, she is a black dog and they are difficult to photograph but I’ve had paintings done of other black dogs that looked identical. The frame on the photograph is loose and coming apart. I was expecting much better results.