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.
Is this your business?
Correct your details and reply to customers in public. Both are free.
Claim this listingShowing 1,044 reviews with 3 stars · Clear filters
jennifer S.
It was fine but took a long time to answer my questions !
Response from West & WillowDec 11, 2020
Hello Jennifer, We are extremely sorry for the delay! Normally, we would reply much sooner, however, there has been an increase in the ticket volume which is why our response time is a bit longer. 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!
Laura M.
I know it is the holidays but when I originally placed my order communication was fabulous. I had a question and it was answered within a day or two. I have been trying to get in touch with someone for two weeks and no response. And no phone Number to call. The original Emails were fabulous and so nice. But now I have a pit in my stomach writing this review because I have unanswered questions and need a new print. Mine arrived dented.
Response from West & WillowDec 9, 2020
Hello Laura We are truly sorry to hear you had this experience with receiving your order. That is not the kind of service you deserve! I am sending an email to the address on your order. Please reply back at your earliest convenience and we'll get this taken care of for you.
Amanda U.
So I didn’t have the option to purchase the poster without the frame which I believe as customers we should have that option. Otherwise everything is self explained. Hopefully next time they’ll have that option.
Response from West & WillowDec 8, 2020
Hello Amanda, Thanks for writing your feedback! We offer a poster only for our regular backgrounds. I am sending you an email now if you still want to proceeed with the poster version. Kindly get back to us in your earliest convinience.
Alex
Y'all send way too many marketing emails. A better timeline on the creation process would be nice too. Like is this just coming in the mail? Am I gonna see the digital copy beforehand? Who knows
Response from West & WillowDec 11, 2020
Hello Alex, 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. Also, you may see more information on shipping times here: https://westandwillow.com/pages/shipping. Rest assured that you will also be notified as soon as it ships out!
Neha
The picture came out absolutely fantastic! However the box it came in was poorly packed and the frame that came with it was so dirty. I highly recommend better packaging because it was very poorly done. This was also kind of expensive and I definitely wished I ordered from etsy. I also wish they provide you with a baseline picture before sending it. They do not do that so if you do not like something you cannot really change it.
Response from West & WillowDec 9, 2020
Hello Neha, 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 are sending you an email to get this replacement. Kindly get back to us in your earliest convinience.
Meghan
Honestly, I’m not sure. I wish they would’ve sent me some sort of update after my purchase. Still waiting on my shipment notification and it’s been a week. Maybe should’ve sent the review email after I received the product.
Response from West & WillowDec 9, 2020
Hello Meghan, As of the moment, we don't have a system set up for preview yet. We are still working on making some internal changes based on your recommendations. We aloso sent you an email for the latest update in your order.
Mackenzie
I ordered three portraits and overall everything was just okay. Two of my portraits look great and one only sort of looks like my dog. About 5 minutes after I had ordered them I emailed customer service to change two of my frame colors from black to white. I was reassured that was an easy change and had been done but both showed up with the wrong color. Weeks later, they are sending me the same portraits but with the correct frame.
Cari J.
It sounds like there won’t be any communication from the time I submitted my order until it is finished and shipped. I hoped that I could be notified if my requests could be completed before going ahead with the printing process but it doesn’t sound there will be.
Response from West & WillowDec 6, 2020
Hello Cari, Normally, a confirmation email with the shipping expectation will be sent out after the order is placed. If you have not received one, kindly check your junk or spam folder as they like to eat our emails sometimes! Rest assured though that we will notify you as soon as it ships out.
