West & WillowReviews of westandwillow.com

It took longer than expected, but it was the holidays so I expect that. But I am really disappointed in the way the picture came out. The two dogs are are brothers and have a very similar color for their coat. But one of the dogs came out yellow and the other one is brown. I can see their facial expressions and I know its them, but the coloring is so off. Super disappointed. I wish I could have seen a proof before hand. I feel like it would have been an easy fix.

The product that was delivered was wrong. I tried to contact the company through email and social media accounts. There was no response. After continuously emailing customer service, they finally reached out after two weeks to adjust the order. I enjoyed the product which is why I didn't give a 0, but customer service is terrible. For what seems to be a new company, I can see how they got overwhelmed with orders and people reaching out. However, for the amount of money these products costs there needs to be better effort to comfort your customers so that they don't feel like the company is a "scam" and stealing their money.

I ordered a portrait on 12/9 and I have still not received a single update other than the email that stated my order was confirmed. I understand the holiday season is extremely busy ,but I am very frustrated that I have still not received a single update ! I would love an email back letting me know what is going on with my order. If it’s unable to be processed please just refund me.

I was told I would receive a replacement piece. I am still waiting and I never received a tracking number. I did receive my second piece before Christmas. I was told they would be arriving together, but they did not. Again I’m not getting a response via email. If someone could let me know the status of the replacement portrait I would appreciate it. I ordered these on Thanksgiving. If you order just do it in advance. And know it’s really difficult to get a hold of anyone. Thank You, Nicole

I have ordered three or four times in the past, but this order I still have not received a status update from an order I placed first week in December. Pretty disappointed with customer service just to keep me in the loop on where the order is or at least when I should be excepting to receive it since originally it was supposed to be a Christmas present.

This company really needs to have a phone number for customer service. It took me at least a week going back and forth with the customer service rep over email to get this sorted out, which could have been done in under 30 minutes over the phone. They were able to re-order our item when it was lost in the mail which I appreciate, but the customer service rep completely ignored my question about expediting shipping. Over all I would describe my experience with the customer service as frustrating and in need of improvement. The rep was pleasant, but could have been more helpful and more responsive. Perhaps in addition to a phone line this company also needs more customer service reps so they can address matters in a more timely manner. Our artwork turned out great we’re just disappointed that we don’t have the actual product yet. The artist did a great job of being very detailed. I would recommend getting both the physical product and the digital download. We ordered over a month ago and as a Christmas gift and wish this had come in on time, it should have if it was not lost in the mail, while that’s not West & Willow’s fault we should have had this resolved before the new year.

I’m can’t review the product because I have yet to receive it I placed my order November 22nd I have reached out multiple times and I have heard nothing back from anyone so this is why you get a 2

Purchased this as a gift for a family member and when it finally came it looked nothing like the picture I submitted. The dog portrait could be any black lab with nothing that makes it look distinctly like hers. They also added gray to her nose making her look older than she is when there is clearly no gray in the original picture sent. Very disappointing because I have one of these of my own dog that I feel actually looks like him...was hoping to get the same quality for this one but that was not the case.