West & WillowReviews of westandwillow.com

I appreciate the quick fulfillment of orders. The downside of being quick for me was that I made a mistake with the photo I selected. While they have a 30 minute policy, I contacted their support within 30 minutes in an attempt to correct my error. It was days before I received a response. The email I received was rather unfriendly and condescending about how I should just trust their process that the picture would look great. I essentially had to rather rudely insist upon my guaranteed disappointment to be given the opportunity to provide a better image of my fur baby. Once receiving the final product for one of my dogs, the color choices selected for a yellow lab were quite odd. My dog has dark brown streaks now where a shadow is on the photo. I’m not sure if I like it, but after the first experience with customer service, I feel it’s best to just accept that this is how he’ll look. I’ll probably look for another company to remake these memories.

I’m not very satisfied with my experience with this company. The first artwork they sent me was done in the completely wrong colors. My cats are grey/white and beige/brown. They did the grey cat in shades of brown and the beige cat in shades of silver. I contacted customer service and went back and forth several times about how to improve the artwork. They would fix one thing but not the other, and then if they fixed the other thing, they reverted the first image back to its original state. It was very strange. Eventually I settled for artwork I’m not happy with because I was tired of the back and forth and the confusion. I also requested to cancel my order a couple of hours after I placed it, and I know they hadn’t started the order yet as it was very late at night. Due to their policy, they wouldn’t cancel it. I wish they would have been a bit more lenient with their policy as I realized after placing that I didn’t love the style of the artwork, and I was right as I ended up dissatisfied and with artwork that doesn’t really look like my pets.

My order came in the wrong color and I let them know. They responded quickly and are sending a new one.

This is the second picture I’ve ordered and they are just adorable! I would highly recommend!

Easy and quick!

The portrait we received was lovely, but didn’t quite capture the essence of our dog Maggie Mae. You know when a latte you order is decent, but not quite right and you feel bad asking for it to be made again? That’s how I felt about our artwork, but I really wanted our Maggie Mae to look just right. I contacted West & Willow to ask for revisions and the customer service agent, Andrian, was so helpful! Andrian did such a great job of making me feel comfortable asking for changes. He was happy to help. The revisions were made and I’m so satisfied with the result! Thank you Andrian and West & Willow!

I was very disappointed with my experience from West and Willow and would not recommend. I ordered 3 pet portraits in late October expecting them to arrive well before Christmas. Instead, I barely got the portraits 2 days before Christmas, after I sent multiple emails asking about the status. They clearly were behind on their orders but left me pretty much in the dark. If they had been honest and transparent, I would have appreciated it a lot more. When I finally received and opened my orders, I discovered that 1 of the portraits had been misprinted. It is the second week of January and I am still waiting for the new portrait to be shipped. Very disappointing service.

Wonderful customer service! I asked for them to fix the drawing I received and they did not hesitate and were so pleasant to work with!