West & WillowReviews of westandwillow.com

Love my pet portrait! I will be ordering more for all future pets I get!

I ordered a framed photo as well as the digital copy. My framed photo is expected to arrive today but my digital copy is somehow still processing. Very confused as to how I am about to receive my print but have still heard nothing about my digital download.

It took West Willow about 2 1/2 months just for them to get a portrait correct. They only show an option to upload one photo when there should be other options to upload multiple pictures for cases like mine. I made my order in November deciding that this would be a great Christmas gift for someone else. The person that I wanted to get this gift for sent me a picture of their dog on their not-so-up-to-date phone. Since this was a Christmas gift, I respectfully reached out to them to see if they could process this order fast in time for Christmas. However, I made it very clear in the description to please reach out to me if this photo did not suffice. Instead, they decided to move forward with the picture without reaching out to me to make sure the portrait was good, shipped the order and butchered the portrait to where the ears were opposite shapes, the fur size was incorrect and they drew the color of the fur and the eyes different. When I realized this picture in fact did not suffice, I had to send it back in the email with other multiple pictures that I received from other family members of the owner. After sending MULTIPLE photos, I sent the portrait back THREE times because none of the portraits looked like the dog. I asked them to please refund me if they were not able to do it the FIRST time so that I could go somewhere else for the Christmas gift. Instead, they insisted on sending me unsatisfying portraits to pass the time instead of my money back. I went back and forth with them telling them that I wish I was told in the BEGINNING this would not be able to be done, I respect honesty. I feel like I was honestly talking to robots the whole time. Because this took so long, I had to go with a different person from a different company and spend more money. My advice, DO NOT use this website if you are wanting to buy a gift for someone, or DO NOT use this website if your dog is a mutt. They advertise all the time about pure breeds because they’re easy to draw. If your dog is a mix, they probably will not get it right and you will not get your money back. I had to settle for the last portrait that they sent and accepted that I got $67 taken from me. I will not be using West Willow ever again and I will not recommend this to anyone. After this experience, I encourage people to spend their money on actual artists that take pride and time into their work to make it the way you want them to. That what’s what I should’ve done the first time, but that’s how advertising tricks you!!! Lessons learned, West Willow. Coming back to change this review to ONE star because the portrait that just arrived today on 2/16/22 looks NOTHING like the edited portrait that was sent to me in the email. What a waste of time and money. It looks like a 5 year old drew it. This company and the art is garbage! Do not waste your time! After a long 4 months of going back and forth with this company, they have finally decided to refund me in March. I’m changing this back to a 2 star review since I did receive the refund that I have been asking for and it is confirmed that they will give you the money back. Mind you, I never received a satisfied physical portrait because they never got it correct. Only the “edit” that they sent me was correct before they sent the last physical (awful, 5-year-old drawn) portrait. Therefore, a refund was absolutely needed in this case. Please take ordering from this company into consideration. I still would not chance spending money to possibly not get it back if they decide it’s not worth refunding you back, since it took them 4 months to refund me.

They made a big effort to make sure it was perfect!

Cody’s portrait came out perfect and we absolutely love it!! However Baxter’s portrait came out very dark hair colored and he is more light brown and blonde with much more hair on him. Is there any way I can send another picture in to have he redone please?! This is for a gift and we would like them to be spot on for the family! We really appreciate it and your work you do at west and willow.

It was difficult going back and forth between screens and shopping. Also, I’m a second time purchaser and a discount code would have been cool to either be provided for return customers or something. I had to go and search for West and Willow discount codes and the majority of them were Expired. The worst part is even though my items “originally” cost more than $100, I did NOT get the free shipping as promised. It’s not my issue that you only use the discounted price. I’m a repeat customer and you ended up punishing me for it by charging me $10 to ship. It’s TOTALLY misleading through your advertisements. I would have come back Over and over again, but not sure I will now. It’s a shame because what I have purchased thus far was beautiful and a beautiful gift to someone that lives through the loss of a pet.

I was blown away with the product and their customer service. First, I received my pet portrait with a very slight error which was not their fault at all. I reached out to them and they IMMEDIATELY responded and fixed the problem. I cannot recommend them enough.

Love the artwork!! But the West & Willow customer service was even better. I had a minor issue and it was resolved quickly with detailed communication. So grateful to have both my fur babies displayed in a frame and on a mug! Highly recommend!