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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Monica
I made a purchase, haven’t received any tracking. Tried to contact help support and no one responds.
Response from West & WillowDec 17, 2022
Hi Monica, We are very sorry for the confusion. Upon checking, your order is on its way! Please check your email for tracking information.
Natalie N.
THE WORST! NEVER GOT MY ITEM AND THEY STOPPED RESPONDING TO MY EMAILS
Response from West & WillowDec 17, 2022
Hi Natalie, 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. Upon checking, your order is on its way! Please check your email for more information.
London T.
It refused both of my cards which were assured by the bank were working and had plenty of money. I had to re try over a dozen times, then switch to using my computer. It took me 3 try’s then finally went through once I used the computer. Very frustrating, I would not go through that again, as much as I love your site.
Response from West & WillowDec 17, 2022
Hi London, 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.
Carissa L.
The portrait I received does not resemble the picture provided
Response from West & WillowDec 15, 2022
Hello Carissa, We sincerely apologize that you are unhappy with the quality of your artwork. Your satisfaction is our top priority so we'd love to make this right with a new piece of artwork. We just sent an email to the address on file. Please get back to us at your earliest convenience.
Britt
What a horrible ordering experience. It takes 24 hours for each customer service response and there’s no number to call to just get to the bottom of issues. My package never came because they put the wrong address some how and other items get removed from the cart but they have no idea how. Such a disappointment
Response from West & WillowDec 15, 2022
Hello Britt, 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.
Scam
I wish I could give zero stars. I ordered two pet portraits on NOVEMBER 3. They were supposed to ship in 2 weeks. The week after Thanksgiving I emailed inquiring about the order. They said it was lost in processing and resubmitted. It is now December 12 and I still have no update. I don't think they are a legit company! Do not purchase!
Response from West & WillowDec 15, 2022
Hello there, That was definitely a long wait! It sounds like we didn't give you the type of service you deserve. Please check your inbox for an email from us. We'll be more than happy to turn this around for you.
Elizabeth K.
They waited over a week to contact me letting me know the image didn’t go through due to their system error. Who knows if it will be here in time
Response from West & WillowDec 15, 2022
Hello Elizabeth, 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.
Andrea T.
I’m so disappointed! The ordering process indicates if a photo won’t work that you’ll let the buyer know. I figured a black dog would be a challenge but when you processed my order, I assumed you could make something work. But what I got was a nondescript black blob that you charged me for. This is supposed to be a gift for my parents but it’s awful and I won’t be giving it to them.
Response from West & WillowDec 15, 2022
Hello Andrea, We're sorry to hear you are unhappy with your artwork! Different factors can affect the final outcome including shadows or filters on photos. That being said, we will be happy to work with you on a revision. Please look for an email from us about the next steps.
