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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Liz M.
Placed my order after Thanksgiving 11/25/22 and still haven’t received it. This was a Christmas gift. I had to buy something else since I’m waiting on shipping. I wouldn’t recommend at all. I feel like I’ve been scammed.
Response from West & WillowDec 29, 2022
Hello Liz, 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.
Kathryn H.
Purchased digital file and never received. Want refund ASAP.
Response from West & WillowDec 29, 2022
Hi Kathryn, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an email and hope to resolve it promptly and accurately.
Doggos
After placing my order, none of the timelines have been met. Disappointing that they can spam you daily, but actually processing, and fulfilling, one’s order seems foreign to them.
Response from West & WillowDec 29, 2022
Hi there, We are sorry for the confusion. Upon checking, your order is on its way! Please check your email for the tracking details.
Wendy B.
I preserved a print with black frame. When i received it the frame was broken. I requested a replacement, which was also broken, and warped. The picture itself doesn’t even resemble my dog. The seconds print has a scratch across the picture. Very disappointed with this product especially for the price.
Response from West & WillowDec 29, 2022
Hi Wendy, Thank you for letting us know about this. We apologize for the bad experience. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an email from us.
Molly G.
I’m giving them one star because I didn’t get what I paid for and it is impossible to get anyone to contact me for assistance. I paid for a digital print and never received it Contacted support with no response (it’s been days). Maybe they will see this review and finally help me.
Response from West & WillowDec 29, 2022
Hello Molly, We are so bummed to hear this! We'd love to put a smile on your face. We just sent an email to the address on your order.
Jessica H.
I have gotten zero updates on my order. Nothing sent to me after placing my order with updates on my orders progress. Which I would think would happen with a piece of art. I order for Christmas and it’s clearly not going to be here by then. Sent a email to enquirer of the progress of the order days ago and haven’t heard one word. Horrible.
Response from West & WillowDec 29, 2022
Hi Jessica, Thanks for sharing your feedback. We’re sorry about that. It was an uncommon instance. We sent you an e-mail to get this sorted.
Jonathan G.
I had previously ordered a phone case with a portrait of my dog. Customer service was not great, but I liked the product. I wanted to get a coffee mug for the holidays. I ordered with the same image on Dec. 2. The site says product ships in 1-2 weeks, so I should have plenty of time, right? Wrong. After you order, you get an email that says you product will be delivered in 2-3 weeks and you will get an email notifying you when it ships. So, after 2 weeks, and no email, I email their customer support - they have no phone number to call - and get an automated email that says I will get a response in 48 to 72 hours. So, here I am 3 weeks after I ordered with an existing pet portrait already, and I have had zero response from the site about the status of my product. No email about shipping, no response to my several email inquiries for a status update. I am highly doubtful that I will be seeing this mug anytime soon.
Response from West & WillowDec 29, 2022
Hi Jonathan, I am sorry to hear about this! We'd love a chance to turn this around! However, we cannot locate your account at the moment. Kindly update your review with an order number or reply to the email we sent you here. We look forward to hearing from you.
Bobbijo R.
Terrible customer service . Zero response . Item that I looked foresee to give to my sister for Christmas is lost somewhere and it isn’t a cheap item to begin with and coming after Christmas isn’t even the same
Response from West & WillowDec 29, 2022
Hi Bobbijo, We are very sorry for the confusion. Your order had already been delivered when I checked. Please check your email for more information.
