West & WillowReviews of westandwillow.com

First, the product itself was really great. I had 2 pet photos done, a dog and a cat, and they were both brilliant. I couldn't have been more pleased with the end result. It was exactly as advertised. The only thing bad about it is the process. The whole thing is blind. You submit a photo, which is necessarily heavily edited/altered, and there is no way to know what the result will be until the finished product arrives. I just don't see any reason why there can't be a digital proof or preview included, maybe for an additional cost if nec. West and Willow tries to upsell additional products based on the final print, and without seeing the print I just couldn't commit to spending more money on something that I might not have been happy with. As a direct result, I bought the smallest size print, and skipped all of the options for add-ons. Had I been able to see the resulting image I would definitely have purchased a larger print and at least one add-on per image. It's a real missed opportunity for both West and Willow and the customer. But again the print was fantastic. I couldn't have been happier. I'll add that the website could be improved. There seems to be no way to access previous orders. Again, it seems like a missed opportunity to engage with customers and increase both customer satisfaction and sales.

This portrait captures the heart of our late pet-Bernie perfectly. I absolutely love the shiplap background I chose. Ordering was quick and easy, and the price is perfect for something so invaluable.

I reached out to customer service about getting a digital file because my package had been sitting at the post office and I wanted to have the photo by Christmas (which I explained in the email). I was sent an invoice for a digital print which I paid right away. It’s now December 29th and I never received the digital file. I did receive the hard copy finally and it was all crinkled.

Ordered with plenty of time to receive by Christmas. Got notification that it was delivered on 21st-which it wasn't-still don't have it. Had difficulty reaching live person to understand/rectify. Told yesterday that sending out a "new" one-very poor first time experience.

Placed an order on 12/8, which was a day before their deadline to order and receive your purchase by Christmas. I was told I’d receive a shipping number in 5-7 business days, so when I didn’t I reached out and tried their online chat service (which is not a live chat and extremely unhelpful). Never received a response from either. It is now 12/29, I have no shipping info, have reached out multiple times and never received a response, and my order says “not fulfilled” and “canceled”. I’ve paid $100+ and at this point and dont believe I’m ever going to get my order.

The product itself was top notch. Great quality from the graphics to the frame. The only issue i had was with actually receiving my products. I had bought 3 portraits and the digital copies. I had to email customer service once in order to receive my portraits, as i was told their was system errors. I waited over 6 weeks due to these errors before I reached out to customer service. I had to email a second time in order to receive my digital copies. I do wish they had reached out to communicate they were experiencing system errors. However I will say the customer support team was excellent to deal with. They were apologetic, polite, and easy to deal with. On both occasions i received my products almost immediately ( within the week). Errors happen & the W&W team was excellent to deal with.

I did this as a gift for my father. His black labs are his life. I submitted 3 photos of the black labs. 2 came out as black. The other one came back as a brown long haired dog. I was so disappointed as this was his Christmas gift. I had ordered in November to ensure I would get it in time for Christmas while he would be visiting us. We live in VA, he lives in MI. I immediately sent in a complaint form and began working with west & willow. I told them this was supposed to be a black lab with short hair, not a brown dog with long hair. The first turn around took about 3 days and the photo that came back almost identical to the first… brown with long streaks of hair. I again said I just want the dog to be black. Can we please just change the color to black? It took over a week to get another photo back and the dog still had streaks of gray on the head. The photo I submitted is of an al black lab, no gray hair at all on top. I’ve finally given up as this is no longer worth the time and Christmas has passed. I am so disappointed and will not ever use or recommend west & willow again. The photo I submitted was clear. I do not know what went amiss but I’ve given up.

Perfect for a gift, nice memory !!!