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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Mina S.
I received my picture today and I’m really upset that I paid so much money for two of my corners to be cracked
Response from West & WillowOct 30, 2020
Hi Mina, We apologize for the inconvenience. As we try our best to provide exceptional service, some factors like shipping and handling are outside of our control, and issues like this can happen. We have sent you e-mail to get this resolved. Please get back to us in your earliest convinience.
OH
Placed my order and received one order confirmation email right away. The email said my order would ship in 7-10 business days. It's now been 15 business days (21 days total) since I placed my order and it still has not shipped. I totally understand the limitations due to COVID and the longer production time for a specialty item like these portraits but this is a little ridiculous. Especially due to the lack of communication from the company on the delays. The only communication I receive are the reminder emails to review West & Willow. I'm not one to review every company I order from but since I've received 3 emails to review and I'm still waiting on my order to ship, I figured I would leave my honest review. Hope the communication to customers can be improved in the future!
Response from West & WillowOct 30, 2020
Hello there! We can't even begin to imagine how disappointed you are with this experience. We want to work with you to make things right. We're sending an email to the address on your account now to get this resolved.
Kat T.
I feel like this company computer generates the images and maybe have someone go in there and fix the colors a bit. The portrait of my dog isn't bad but I don't love it for how much it cost me which was $65. I feel like you should be able to get at least 1 revision with that cost. My dog's eyebrows are so dark in the portrait that it makes her look scary. I'm going to hire a different artist to go in and fix it. They also haven't sent me my digital copy yet after I emailed them. Also, it came wrinkled because I didn't buy the frame so that sucks. It also doesn't fit inside a 12"x16" frame.
Response from West & WillowOct 29, 2020
Hi Kat, We’re sorry to hear of your experience was less than satisfactory. We are committed to providing great customer service and we would like to make things right. Kindly help us with the order details by replying to our DM, and we'll get this sorted for you.
Lori B.
Not happy. I waited 8 days for this to be delivered (UPS passed it on to USPS) Very dissapointed to get a 12x16 print that I paid $50 for only to be delivered tightly rolled causing creases in the print. I will not recommend this to any of my friends.
Response from West & WillowOct 28, 2020
Hello Lori, Thank you so much for bringing this to our attention! I know this is beyond frustrating and we want to assist you in the best way possible. We have sent you an e-mail to get this taken care of. Kindly get back to us in your earliest convenience.
Laura
I was so excited when I placed this order, unfortunately, it is not what I expected. My dog's head was scaled very differently than the portraits advertised on the site, and I am not very pleased with the result. There is far too much white space and I am truly disappointed.
Response from West & WillowOct 28, 2020
Hello Laura, 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 our Product Satisfaction Team will take care of this for you.
smwoods
The photo looked great, no complaints there. I was ordering it for my mom for her birthday, I elected to pay the skip the line fee in order for it to get here for her special day. I know I should have planned better, but the order ensured me that it would get here in time. The package came 3 days after it was meant to come. I am not sure if it is West and Willow's fault or UPS, but I am kind of mad I paid for the skip the line when it probably took just as long to get here as it would without me paying for that.
Response from West & WillowOct 28, 2020
Hello Sydney, We are so glad that you loved the portrait! Though we are truly sorry that it didn't make it on time for your mom's birthday. The skip of the line does not speed up the shipping, it only speeds up the artwork creation process. We also sent you an e-mail for further information.
CRed
No response to my emails about an order I placed almost 2 1/2 weeks ago. I payed extra for it to be finished faster and contacted them inquiring about the ETA of my order...or even just the status of it. I'm very excited to see the final project but paying what I payed I expected more notifications and updates...very disappointing.
Response from West & WillowOct 28, 2020
Hello CRed, We can't even begin to imagine how disappointed you are with this experience. We want to work with you to make things right. We're sending an email to the address on your account now to get this resolved.
Taylor W.
Art of the actual pictures is beautiful , they’re just in the wrong order , and i specifically in the notes said the order and whose name was whose
Response from West & WillowOct 28, 2020
Hello Taylor, We hate it when this happens. Our number 1 priority if our customer's satisfaction. We are sending you an e-mail now to get this taken care of.
