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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Brian S.
As far as communication goes, there has been none since the day I placed my order, so I’m not too pleased with that.
Response from West & WillowOct 13, 2020
Hello Brian, I am sorry to hear that our communication was less than ample, this is very unusual. We are currently reviewing your order. Kindly check your e-mail for further information.
Elijah M.
I purchased the front of the line option and it’s been 10 days and I haven’t received a shipping email yet, that option was a waste of money smh
Response from West & WillowOct 1, 2020
Hello Elijah, 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.
M.
At the moment I’m not satisfied. I made my order a week ago (9/18) and paid the 12.99 to get “bumped to the front of the line.” It’s been a week and I still haven’t even received a shipping confirmation or anything. I have no idea where in the process it is. It says to allow 7-10 days to received confirmation but since I paid the 12.99 I would’ve thought it would be sooner.
Response from West & WillowSep 27, 2020
Hi Madelyn, Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. We are sending you an e-mail now to get this taken care of.
Anthony R.
Picture was great but, I was never sent a draft of the picture and also not giving the digital copy that purchased for 10$ extra
Response from West & WillowSep 25, 2020
Hi Anthony, Thank you for bringing this out! As of the moment, we don't offer a preview yet. We are still working to make this possible. Also, it looks like the digital copy wasn't part of the invoice. Kindly check the e-mail we sent you for more details. Thank you so much for the patience!
Danfeng H.
Maybe it's the picture that I loaded, or maybe it's the automate recreation art process. I was disappointed at the print the moment I unpacked the frame. Wish I could upload the side by side so other users can judge. Hopefully I'm not biased. Two stars for the service and quick turnaround.
Response from West & WillowSep 25, 2020
Hi Danfeng, 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 next steps.
SE
I contacted support multiple times with very specific pictures since this is commemorating a beloved pet that is gravely ill, and unfortunately the product missed the mark. The color is really off and the portrait includes my dog wearing a scarf, which I had sent a separate image without a scarf to use as a reference. What was the point of me contacting support with all the different reference images and specific notes/instructions and the support agent reassuring me if they weren't going to be used at all. I really wish you could send a preview before sending it out. I'm very disappointed.
Response from West & WillowSep 24, 2020
Hi Stephanie, 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.
Michael
Asking me for a review a week after I ordered but still haven’t received a shipping confirmation?! Come on West & Willow!
Response from West & WillowSep 23, 2020
Hi Michael, We certainly understand why you are so upset with us! We aim for 100% customer happiness and will address your concern right away. Check your inbox for an email from us about this.
a U.
meh, expensive and my poster was in poor condition. Also, i needed to pay for the shipping for the new poster. Edit: here is W&W reply "Hi there! I am so sorry to hear you had issues with the portrait. Usually, we take full responsibility for any damaged porter. It looks like you requested to add a frame which is why you have been charged extra $10. Rest assured that our Product Satisfaction Team will take care of this for you. Thank you so much for bearing with us throughout the process." What i didn't like about the 10$ extra for the frame is that it became a 15$ extra at checkout plus 15$ shipping (witch I would not have to pay if I got a poster again). I have not received any communication from them since.
Response from West & WillowSep 15, 2020
Hi there! I am so sorry to hear you had issues with the portrait. Usually, we take full responsibility for any damaged porter. It looks like you requested to add a frame which is why you have been charged extra $10. Rest assured that our Product Satisfaction Team will take care of this for you. Thank you so much for bearing with us throughout the process.
