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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Mustafa I.
Been almost 2 weeks and no shipment. App to track doesn’t work either.
Response from West & WillowJan 2, 2023
Hello Mustafa, Oh no! This isn't good. Our shipping specialist would like to investigate this for you. We just sent an email to you with more information.
Matthew
My initial order arrived with a broken frame. I contacted support and they quickly processed a new order to replace the original on the same day, 12/8. Their website says the last day to order for pre-christmas arrival is 11:59pm on 12/9, so I felt like I was in good shape. However, since then I have heard nothing from them. Never got a shipment notice. And no response from support despite emailing them four times over 10 days. So, I had to go purchase my own frame to place the art in. If none of that happened I would have given 4 stars for the art itself because it makes my short-haired dog look too fluffy/long-haired. Other short-haired dogs on their site do not look like this.
Response from West & WillowJan 2, 2023
Hi Matthew, We are very sorry for the bad experience. It was an uncommon instance. We sent you an email to get this sorted.
Christian G.
Order said it would be delivered by Christmas. It’s Christmas Eve and still haven’t even received a tracking number.
Response from West & WillowJan 2, 2023
Hello Christian, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
Gemma S.
Was told would arrive before Christmas and this didn’t happen even with paying $45 extra to “skip the line” emailed twice to ask for order status and got nothing(emailed last week) they keep sending emails to rate my experience. My experience has been horrible no communication once no shipping update nothing
Response from West & WillowJan 2, 2023
Hi Gemma, We are sorry about that. Upon checking, your order had already been delivered. Please check your email for more information.
RBids
How does it take 5 days for you to send the download of the image. Should be immediate. Thoroughly disappointed with this site
Response from West & WillowJan 2, 2023
Hi there, Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
Jess K.
You couldn’t ship when you advertised and now I paid an additional fee for a digital download. Can’t access the download. Is this a scam?
Response from West & WillowJan 2, 2023
Hi Jess, We are sorry about the confusion. Upon checking, your order had already been delivered. Please check your email for more information.
Darrell N.
No idea where my order is? No communication except asking for a review and selling me more stuff It was a Christmas gift and I can not get any answers Text help on site is not real. Just let’s you send an email but no response. Multiple texts and emails sent Text me to purchase the digital download as a marketing text. I purchased it. ( I think it sold it to me twice) But now no idea how to access it and download it???? I like the product, if only there were a company and not just a computer to service the product
Response from West & WillowJan 2, 2023
Hi Darrell, We would like the opportunity to investigate your feedback further. We just sent an email to the address on file. Please get back to us at your earliest convenience.
Allan D.
My digital print was never sent to me. I inquired several times across several different platforms and have gotten no answer.
Response from West & WillowJan 2, 2023
Hi Allan, I have found a number of email threads with you, all of which have been responded to. We use a ticketing system to ensure nothing gets missed, but I do not doubt what you are saying, and I apologize as our system must have failed us on this occasion. Please check your email about this.
