West & WillowIt's never been easier have a commissioned piece of art in your home! West & Willow pet portraits are hand-illustrated by our digital artists based on the photo you provide us.
West & Willow (westandwillow.com) has 18,273 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
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John S.
No access to customer service reps.
Response from West & WillowDec 10, 2020
Hello John, We are extremely sorry for the delay! Normally, we would reply much sooner, however, there has been an increase in the ticket volume which is why our response time is a bit longer. I have made our customer service team lead aware of this issue. Please check your email for a message from us.
Amy B.
I ordered over a week ago and still haven’t received anything in regards to my order. No design previews, no estimated shipping status. After submitting & paying in full, I received a note that I would receive shipping status within the next 5-7 business days, and I still have yet to receive or even a design preview. Really hope that this comes out amazing so I can adjust my review. Would definitely recommend sending over some sort of mock-up of the design prior to paying in full. These are a lot of money & hope to receive some sort of update soon!
Response from West & WillowDec 11, 2020
Hello Amy, In an effort to get your order to you as efficiently as possible, we do not order artwork previews. Guaranteed though that we have extremely talented designers that will bring out the best of your pet. 👍🏼 Also, we sent you an email for the latest update on your order.
Emily
It's difficult to get in touch with someone from customer service.
Response from West & WillowDec 11, 2020
Hello Emily, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We sent you an e-mail to get this sorted.
Chance C.
Great Service!
Response from West & WillowDec 11, 2020
Hello Chance, Thank you so much for sharing your feedback! We're so glad you are satisfied with the support we provided! We aim for 100% satisfaction, and we want to know how to make your experience even better. We are sending you an email now to ask some information.
Allie J.
Don’t send a reminder to review if I haven’t even seen my purchase or received any tracking info. What would you like me to review, how my payment went through?
Response from West & WillowDec 8, 2020
Hello Allie, We totally get what you mean. Yes, the survey can also be about the checkout or order process! Also, we have sent you an email for the latest update in your order.
Laura G.
Yes, it captured my dogs expression but my dog is white with some brown/tan spots.....the picture I received he is tan and brown without any white at all and detail does not compare to advertisement. There were plenty of examples of white dogs in the advertisement so I’m not sure why they didn’t get this one right. An expensive disappointment.
Response from West & WillowDec 8, 2020
Hello Laura, Thank you for letting us know about this. We apologize if the portrait was not of the quality you expected. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
Janice
We ordered an 8x10 poster...the painting took up 5” at the bottom of the paper! Extremely underwhelmed and disappointed. Days have passed since the note from Trust pilot, forwarded from West Willow, and STILL no contact from West Willow!
Response from West & WillowDec 8, 2020
Hello Janice, I have made our customer service team lead aware of this issue. Please check your email for a message from us. We'd love a chance to turn this around!
Angelina G.
I placed my order and was very excited to receive the art of my dog. However, when I received my package, the picture did not turn out as well as I had hoped. I have seen others receive beautiful pictures of their pets, which is why I placed my order with West and Willow. The artwork of my dog does not look like my dog at all, and the colors are quite off. I sent an email to request a refund, but have yet to hear back. Pretty disappointed because it failed to capture the cuteness of my puppy :'(
Response from West & WillowDec 9, 2020
Hello Angelina, We sincerely apologize that you are unhappy with the quality of your artwork. This is definitely not the type of service we aim to provide. I have made our customer service team lead aware of this issue. Rest assured that this will be taken care of.
