West & WillowReviews of westandwillow.com

I needed a little tweaking done on my pet portrait and customer service was fabulous at responding and correcting my concerns. You will love the final product - West & Willow was my favorite gift this year!

Very easy checkout process and like the payment options.

It's noted on the website that they won't send you a proof of the artwork before it's sent so you won't really know what you're going to receive which is a bit of a problem since what you end up with may not be what you're expecting. Which was the case for me. The end result was pretty bad and I was not happy about my product, but it is what it is. I recommend finding a company that will send you a proof of what will be printed.

I placed my order. Asked to receive it by Christmas. Never heard back from the company. Then a few weeks later (after Christmas) randomly got a notification that my order was canceled. So I rushed and placed an order with another company. I messaged west and willow about getting my money back. They informed me my order was NOT actually canceled. Even though online it says it was. And that I would not be getting a refund. Eventually after fighting with them and threatening to dispute the charges on my credit card they refunded me.

This has been a horrible experience. I ordered 2 pet portraits as surprise gifts for my kids this Christmas. The portraits arrived and I was so excited but when I opened the box I was sent the wrong portraits. Even if they were the right ones I would not have been happy as they were “wrinkled”. I get mistakes happen but this has been the worst customer service experience. There is no one you can talk with at west willow, you submit a form on the website. I submitted my form on 12/19 and also sent an email to the customer support email team. The auto email you get back says: “Your request has been received and is in the queue to be answered within the next 48-72 hours. We are currently experiencing a very high demand for customer service, but please note that we will get to you and we will provide the highest level of customer service.” I did not get a response on my email until 12/23 and now nothing, the rep that had responded is not responding. Super frustrating when you can’t talk with anyone and the support system is unresponsive. Not sure I will ever get my portraits or anyone will respond. I don’t typically write reviews but west and willow kept sending me emails to write a review so here you have it!

Excellent service. It was the holidays and they got back to me quickly regarding my order.

Everything was easy, except I thought I added the digital download for $10. Then, I couldn't go back to add it.

Amazing customer service! Love the pictures of my dogs. Made a terrific gift.