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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Kelly L.
Did not receive any confirmation of purchase.
Response from West & WillowSep 23, 2020
Hello Kelly, I am so sorry if you did not receive any order confirmation! That is so unusual. We are sending you an e-mail now to address this further. Kindly check your spam or junk folder.
Natalie H.
Picture wasn’t accurate on the last order for one of the pups
Response from West & WillowSep 23, 2020
Hello Natalie, I just took a look at your artwork and I definitely see what you mean! I am sorry that this happened. I am reaching out to you via email now to get this taken care of.
Bethany S.
I have not gotten any information on the status of my order and it’s been 10 days.
Response from West & WillowSep 23, 2020
Hello Bethany, We hate to hear that you were not given proper communication about the order. We are reaching out to your email now to help get this resolved for you.
Mac
Haven’t received my art yet but keep receiving annoying emails to review so 3 stars for aggravation
Response from West & WillowSep 23, 2020
Hello Mac, We understand how automated message can be very annoying. Anyway, we have checked your order, and can see that it has been shipped! Please feel free to reach us out at [email protected] if you have other concerns about the order.
Mar E.
I got a gift card as a gift. They took months to make the photo of my dog. I emailed multiple times over the months and I kept getting the same message. Finally I started to comment on their Instagram post and they finally got me help. My portrait shipped out. The quality of the picture frame wasn’t very good, It was already seperating at one corner. Ikea has frames are better. The portrait was not printed on photo paper, just a thicker printing paper (Like that used for portfolios). It arrived warped, maybe some humidity got to the paper during shipping? Lastly the photo was very dark grey overall. My dog is mostly white with a few grey/black/brown spots. They replaced all her white areas with various shades of dark grey. Lastly I also ordered a digital copy (which was an additional cost) and I had to email twice to receive that as well. Honestly believe the digital copy should be provided for free along with your framed photo. Especially when the quality of the frame/photo is not great! The photo does look like my dog although the colors were not correct. And yes they give you an option to fix anything you don’t like once you receive it. But honestly after chasing after this for months I did not want to deal with the company any longer. My roommate is a graphic designer so she was able to take the digital file and color correct it to remove the overall dark grey scheme they chose. I was able to then print it on quality paper and place it in a better quality picture frame.
Response from West & WillowSep 18, 2020
Hi Mar Esp, We’re sorry to hear that your experience was less than satisfactory. We are committed to providing great customer service and we would like to make things right. Kindly DM us the order details so we can check further. Thank you for the patience!
Martha D.
My promo code Lucky10 would not take.
Response from West & WillowSep 17, 2020
Hi Martha, We’re sorry to hear that your experience was less than satisfactory. We are committed to providing great customer service and we would like to make things right. Kindly check the e-mail we just sent you.
Natalie
I haven't received any notification about my order shipping yet and it's been 10 days since I ordered it. The FAQ page says I should receive something within 5-7 days.
Response from West & WillowSep 17, 2020
Hi Natalie, We definitely understand why you're upset with us! We have sent you an e-mail to address this concern. Kindly check your junk or spam folder. Thank you so much for the patience!
MBK
Quick to take my order, but nothing along the line of an update eight days after placing my order. I paid additional money to “skip the line” and have yet to see anything reflective of the price. I ordered this as a birthday present for my mother, her birthday is tomorrow, and I’ve got empty hands for her. Not the best customer experience I’ve ever had.
Response from West & WillowSep 15, 2020
Hi Manigeh, We are sorry that your experience didn’t quite match your expectations. We are sending you an e-mail now to resolve this. Kindly get back to us in your earliest convinience.
