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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Suzanne P.
I ordered phone case. I would suggest more clear descriptions of the actual size of the phone case. I ordered IPhone 11 P thinking it was the IPhone 11 Plus phone case which it was not. I wasted $77 because the case did not fit my phone.
Response from West & WillowDec 16, 2020
Hello Suzanne, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an e-mail, and hope to resolve it promptly and accurately.
Christopher G.
No place to confirm pictures work. Also would like more input on text
Response from West & WillowDec 13, 2020
Hello Christopher, Thanks for letting us know about your concern. Normally, you can email us the photo for an advice. We also have our image guidelines available on the website. We also have a specific team that reaches out in case additional photo is needed. In this case, I have reached out to you to ask more information about th text you'd like to add.
Matthew
The product looks great online and I’m excited to receive it! My only concern is I’m not sure where to check the order status. I ordered a week ago and not sure where the order stands at the moment. Thanks!
Response from West & WillowDec 13, 2020
Hello Matthew, We have sent you an email about the status of your order. Also, we have more information on shipping times here: https://westandwillow.com/pages/shipping Rest assured that you will be notified as soon as it ships out.
Michelle A.
Definitely no mistake that their customer service is lacking and basically impossible to get a hold of during the holiday season, but overall it was an OK experience. I ordered on Nov 8 and received my portrait on Nov 27, though it didn’t look much like my dog. She’s a 7-month-old puppy and the drawing made her look old and tired. I worked with Grace from their customer service team and went through 2 rounds of detailed feedback with their artists to get it corrected, but they were open to the feedback and the end product does look great, resembles her, and is currently hanging on my wall. We confirmed the new artwork on Dec 2 but I didn’t receive it until Dec 24 which was frustrating since it was a replacement, and not a new order though. Would love to order from them again to get a matching portrait of my cat, but worried about it getting lost in the mess of the unfulfilled holiday orders so will wait a bit until it’s not peak season.
Response from West & WillowDec 16, 2020
Hello Michelle, We’re sorry to hear that experience was less than satisfactory. I have made our customer service team lead aware of this issue. Please be assured that we are still on top of this! We greatly appreciate your continued patience!
JoAnn L.
I felt my buying experience was very positive and easy but I immediately asked for shipping / delivery confirmation since I paid for an upgrade regarding speed of delivery for my gift. I wish I was able to actually speak to a representative so I could better determine if my gift will likely be received on time. I was unable to and have still been unable to speak to anyone regarding my customer service concern. Thank you.
Response from West & WillowDec 13, 2020
Hello JoAnn, Please be advised that we don't have phone support as of now, however, we'll be glad to assist via email. We have sent you an email for the latest update in your order.
Deborah S.
I have not yet received the digit download. I love the framed pic of our pup though, it’s gorgeous! I didn’t receive anything in regard to the digital download with my delivery, no paperwork etc. I have emailed to inquire about it, several days ago and no response yet. I hope to hear from West & Willow soon so we can have the digital version. Then I will up my stars for sure.
Response from West & WillowDec 12, 2020
Hello Deborah, We couldn’t be happier that you loved how the portrait turned out! Makes all the effort worth it! 😊 I also have made our customer service team lead aware about your digital file. Please check your email for a message from us.
Jenny O.
I wish There was a preview before you place the order
Response from West & WillowDec 11, 2020
Hello Jenny, 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. 👍🏼
Lindsey
It’s been 2 weeks since I ordered my picture and I still haven’t heard anything about it:( no shipping confirmation or anything
Response from West & WillowDec 11, 2020
Hello Lindsey, Thanks for sharing your feedback! Looks like one of our team member reached out to you via email to ask for additional photos. Would you be able to check your junk or spam folder, please? We look forward hearing from you.
