My experience was excellent. I had used West & Willow around Christmas for a portrait of my current dog, and the end result was amazing. So I decided to get a portrait of our yellow lab who passed away in 2018. When I received that 2nd portrait I was not completely satisfied. I contacted the company, had a customer care associate assigned to me, and we started the process over, sending more photos, & correcting the things I felt were not accurate. I am completely satisfied now.