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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Holly S.
I asked to have this mailed to 741 N Pine Island Rd - Apt 214, yet you apparently are mailing it to MY address 😖
Response from West & WillowJul 18, 2023
Hello Holly, Oh no! This isn't good. Our shipping specialist would like to investigate this for you. We just sent an email to you with more information.
Sarah H.
We wanted to have a photo redone for a deceased pet and it has been unbelievably time consuming and expensive and we weren’t even able to have the back ground matched. I have had to follow up countless times. I started this process months ago. (It still hasn’t been completed or a time line given.) I wanted to have a wall of our dogs but now I would just do our one dog because I wouldn’t want to use this company again. Worst customer service I’ve ever experienced for a very expensive product.
Response from West & WillowJul 18, 2023
Hi Sarah, Thank you for letting us know about this. We apologize if your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an email from us.
Ann T.
The picture is ugly and looks different and does not match the image I originally sent. Additionally, the package is missing the mug. Update: Customer service helped me communicate with the artist and then sent me a new version.
Response from West & WillowJul 17, 2023
Hello Ann, We're sorry to hear you are unhappy with your artwork! Different factors can affect the final outcome including shadows or filters on photos. That being said, we will be happy to work with you on a revision. Please look for an email from us about the next steps.
Melissa E.
Wrong print was sent to me. I originally ordered the print on 6/19 and it was delivered 7/1. I am still waiting on the correct one and this is a gift
Response from West & WillowJul 17, 2023
Hello Melissa, Oh no! This isn't good. Our shipping specialist would like to investigate this for you. We just sent an email to you with more information.
Kristy T.
Their turnaround time is appalling and misleading. The generic automated responses are also undesirable. Requesting reviews when I haven’t even received my purchase. Then more generic automated responses. Not a cheap purchase. I’m disappointed
Response from West & WillowJul 11, 2023
Hi Kristy, We are very sorry for the confusion. The first review email was for your shopping experience. You will receive a second review email once your order arrives.
Jenna
Awful experience. Ordered my pillow on 6/3. Have yet to receive it. Inquired on 6/19; have yet to get a response as to the status
Response from West & WillowJul 10, 2023
Hi Jenna, 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.
Nicole D.
I paid for my dog pillow and I never received it!!! Never heard a word from the company after I paid!!
Response from West & WillowJul 10, 2023
Hello Nicole, Oh no! This isn't good. Our shipping specialist would like to investigate this for you. We just sent an email to you with more information.
Nolawe T.
the product a mug came wrong and now instead of getting a replacement the customer service team is still ignoring me on email and instagram i’ve been wait days for a response from specifically andrian hasn’t processed the refund on the mug nor has he sent the invoice for the new portrait i would be getting with more accurate colors to match my dog my order number was #440725. between ever response is like 5 days and if this keeps getting dragged on i won’t be able to have my gift in time for july 15 my wife’s birthday i’m getting very annoyed and frustrated with how they are treating this situation i feel like i’m fighting to get what i already paid for just ridiculous please respond in timely manners so things can actually get done i’ve been communicating with a drain every 5 days since june 22 this should’ve been long over
Response from West & WillowJul 10, 2023
Hi Nolawe, Thank you for letting us know about this. We apologize if your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an email from us.
