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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Colleen H.
There’s no updates on when my order will arrive. I asked for faster shipping and even paid for it and I still haven’t had it shipped yet
Response from West & WillowDec 26, 2020
Hello Colleen, 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. We are sending you an e-mail now to resolve this.
Chloe M.
I have not received any tracking information for my package in over two weeks.
Response from West & WillowDec 25, 2020
Hi Chloe, We’re sorry to hear of your experience was less than satisfactory. Please check your email for a message from us. We'd love a chance to turn this around!
KR
I ordered a digital download because I knew my package would not arrive on time but as of this review, I have yet to receive the link or instructions on how to access the digital download and the product shipped 2 days ago. I emailed customer service 2 times and have not received a response. Interacting with customers should be a priority. This is the first time using West & Willow and I have to say I am a little disappointed in the customer service and communication. Please note that this is not a product rating.
Response from West & WillowDec 25, 2020
Hi KR, We want our customers to be 100% happy with their order and our service. It definitely sounds like we could have done better for you! Please check your email for an email about this.
N/A
lack of shipping and delivery updates
Response from West & WillowDec 25, 2020
Hello there! This is definitely not the type of service we aim to provide. 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!
Ryan M.
Purchased a Christmas gift for my wife in early December. I’ve sent three emails simply asking for updates on when the item will ship so I can make plans accordingly, but I have not gotten a response or even a courtesy email since they acknowledged my original order. I’m disappointed in this company. Edit: picture came the week after Christmas and was very good quality and very accurate. I’ve updated my rating to three stars.
Response from West & WillowDec 25, 2020
Hi Ryan, Thank you for bringing this to our attention. We’re sorry you had a bad experience. Kindly help us with the order details by replying to the DM we sent you. We look forward hearing from you!
Lindsay
Gorgeous portrait simply framed. Creases in the print. Updates on shipping and posting were not timely. Paid extra for a digital copy - link nor details to access were provided. Didn’t mind spending generously, however has become an overpriced and underwhelming exercise.
Response from West & WillowDec 25, 2020
Hi Lindsay, We hate to hear that your order quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
CM
So, there is an option to " move to the front" with no information as it relates to an ETA on delivery. I figured I'd pay for it and hope for the best but after the fact it just feels like a money grab. Why would I pay for a "faster" timeline when you never set any expectations or hold yourself to a timeline to begin with? I had concerns about the quality as it relates to creating a quality end product on your end - emailed customer support, no response. I needed two shipping addresses on one order, e-mailed customer support with my order info, no response. I'm cautiously optimistic everything will work out but I will not be surprised if/when it doesn't. Most of this could have been avoided with better communication.
Response from West & WillowDec 26, 2020
Hello CM, We would like the opportunity to investigate your feedback further. We just sent an email to the address on file. Please get back with us at your earliest convenience.
Jessica D.
The ordering process was easy. However I paid extra to “skip the line” and it made no difference in receiving my product faster. My sister ordered hers the same day without that option and hers has already shipped.
Response from West & WillowDec 26, 2020
Hi Jessica, 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 e-mail from us.
