West & WillowReviews of westandwillow.com

We needed an adjustment made for a portrait that was ordered. I was assigned a person. That person walked me through the process. And I’m happy with the professionalism and sense of urgency.

The selecting of frame, uploading of files and going through the checkout process was super easy. Nothing bogged down and everything went seamlessly. I can’t wait until we get our portrait of our doggies. Super excited!!!!!

Their artwork is amazing and really bring your fur baby to life! I've ordered 6! One for a friend as a gift of her new puppy and then 5 for myself, one for each of my pets! I will be ordering and gifting many more!!

I have two reviews of this company: the top is my initial review and the bottom is an updated review after my issues were resolved. I have also updated my star rating to reflect how I now feel about the company (used to be one star). I was not looking for any handouts and discounts on any of the products and even offered to pay more. This review is a reflection of my experience and do not want to delete any part as all companies have positive and negatives and I detail them both. Dec 4, 2022 - I saw this company on Instagram and wanted to take a shot because the prints looked so nice. BOY, WAS I WRONG TO DO SO! First of all, make sure your order is exactly as you want it. They do not provide any proofs so you’re paying a lot of money for a shot in the dark. If you do need to change your order, even if you follow the correct instructions and notify the company during the appropriate time frame, they still will ship your item and mess up your order. After several days, they finally responded and decided to correct my order even though I followed the policy to the tee. I received the order that I wanted to change in the mail and after a month later, I have yet to receive my correct order. And when I received my order, the paper was crinkled and dented and looks absolutely horrible. (If you decide to go with this company after my review) Get a framed picture because they will roll and crinkle your photo. After (what seems like one employee) several emails later, an employee has reassured me on multiple occasions that my correct photo will print and will arrive soon. It has been over a month and no luck. Mar 14, 2023 - I did finally receive the picture and size that I originally asked for. A manager stepped up and emailed me every step that the company took to fix the issue which was much appreciated. The new picture finally arrived and I was finally happy and relieved. The picture looks great hanging above my pups cage and due to the company stepping up to provide an exceptional experience, I do not look at the picture in disgust or regret. The company has left me satisfied enough that I will probably order another picture from them in a couple years. And I’ve learned my lesson about double checking my order details and overall patience needed with artwork that is created personally.

it was very difficult to get a hold of someone when I placed the order. I reached out to them within 15 minutes to make sure to cancel it. Regardless, they continued to make the portraits and shipped it out and then I received the order today - one of the pictures doesn’t even look right. It is very frustrating that they offer the “within 30 minutes contact us if you want to cancel your order” and I did that (15 minutes), but they didn’t even accommodate me at all.

Excellent communication and exceptional response to a minor issue with order.

The final product was awesome and looked exactly like the photo I sent. However, the ordering and delivery process was a mess. I wanted this for a Christmas gift and thus ordered it before 12/9, the deadline which they gave for orders in time for Christmas. However, I received two emails, one right after I ordered and one a week later, saying they had lost my photo and needed me to resubmit it. I tried reaching out after the second email to ensure all was well but the email address they provide seems to be rarely monitored (it took a week to get a response) and they have no phone number. When I finally got a response, they said it wouldn’t arrive in time for Christmas, which I had already assumed by this point, but offered no options for a discount or refund. In the end, I got my order five days after Christmas, which was disappointing. Their products are great, but their shipping speed and customer service has a lot to be desired.

My husband lost one of the two dogs pictured recently. He was very taken with the picture, and placed it in a primary spot where he can look at it often.