Crown & PawReviews of crownandpaw.com

This was an easy website to maneuver, and was user-friendly besides the fact that I wasn’t sure how to preview my purchase like it said I’d be able to!

A lot of people saying it took a long time to arrive… try a YEAR! Ordered on 21st December 2021 and still haven’t received anything. Nothing shipped; never had any further communication, nothing. Emailed multiple times over the past 12 months and heard nothing. Over £100 this order cost me and not even a reply to an email in the past year.

Company went above and beyond to ensure my item arrived before Christmas

Easy process I’ve gotten these as gifts in past years and never gets old

Customer service was excellent

This is my first bad review I have ever written but I need to get this off my chest, especially about a company that states they pride themselves on their customer service : I ordered a portrait on 12/8 for my sister as a Xmas present since her cat recently passed away and I knew she would love it. The website stated to order before 12/10 for delivery before Christmas. After carefully selecting my pictures I went ahead and checked out - to be extra safe I decided to add the “Skip the line” upgrade which supposedly sends your order to the top of the list and allows you to also be able to see a artwork preview in just a day or two. About 4 or 5 days later I still didn’t receive and preview, I was planning on emailing customer support to follow up on my order but before I could I received an automated email from Crown and Paw with a message essentially reassuring everybody who ordered before 12/10 would receive their orders before Christmas. After reading this - I waited another day or so then emailed them since I didn’t even receive a preview yet and I skipped the line (or so I thought). A few days later on 12/21 , I finally received a response stating my order was placed but unfortunately there was an error on their part and it had not been sent to an artist yet but would be sent ASAP. I immediately replied to the email that I was worried I would not get this in time for Christmas and also hoped to get a refund for the “skip the line” upgrade I paid for since I was skipped over due to their error. The next response received was on Xmas eve stating they are unsure it would arrive before Xmas due to high volume of orders and also they “didn’t receive any pictures from me” as well so as soon as I send those they can get started! This was extremely upsetting to read since it is impossible to check out on their website without submitting pictures, and they were trying to flip this entire mess on me. There was multiple things that went wrong on their end - completely skipping over my order, reassuring me it would arrive on time , stating they were “unsure” it would arrive by Xmas on XMAS EVE (we both know at this point they are not overnighting this), and completely ignoring my request for the $7 refund of the “skip the line” upgrade. But the icing on the cake is when they then tried to tell me it was MY FAULT for not uploading pictures with my purchase which is IMPOSSIBLE due to the coding of their website - it won’t let you skip the upload. I have requested a full refund/cancellation since they haven’t even started my order weeks after I ordered it. I can purchase a very similar animal portrait from another small business who doesn’t make false promises, take days to respond, and then gaslight me into thinking I’m the one who messed up my order. Hopefully Crown and Paw will be willing to admit their faults and complete my refund request.

I paid extra to have my item here within 1-2 weeks. I also ordered before the 10th and it's not here. I'll NEVER order from here again. I dont even know where my order is that this point. I've been waiting for my tracking info and it's been almost a week. This is ridiculous.

Horrible customer service and misleading advertising. Crown & Paw Pet advertises unlimited revisions during the creation of your pet’s portrait, but will charge $10 to change the picture a second time. When I objected, they cite their return policy for the $10 fee even though it’s not mentioned in the purchase terms or when you request a change. As a result, my $90 purchase was held hostage until I paid more money. Further, each email exchange with their customer service took 2-3 days, not 24 hours as they advertise. As a result, my portrait took over 21days to finalized and I missed my wife’s birthday. Plus the portrait doesn’t even look great. Horrible experience.