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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Rebecca
I have not received a tracking number as of today- 11 days after placing my order. I have received plenty of marketing emails to buy more items. If the company can’t do what they promised (email with tracking number in 5-7 days), I don’t have faith in ordering more products.
Response from West & WillowDec 11, 2022
Hello Rebecca, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
Ali R.
I placed my order in October. I now understand that there was a system glitch. That being said it doesn’t excuse the lack of communication from West&Willow to me. I have had to send multiple emails to get an answer about what’s going on and have been made to feel impatient by your automated messaging system. There isn’t even a phone number I could call to get in contact with you guys. I purchased this in October for a Christmas present because I anticipated it might take a while however I had no inkling that it potentially wouldn’t even arrive by Christmas. I am extremely frustrated and I’m hoping WW can help to make this right.
Response from West & WillowDec 11, 2022
Hi Ali, I have found a number of email threads with yourself, 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. We are sending you an email now to get this taken care of.
James C.
Lost my package and didn’t look into until I sent multiple emails
Response from West & WillowDec 9, 2022
Hello James, 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.
Kelly M.
They haven’t even fulfilled my order and their message always reads that they missed us even though they’re supposed to be available 8am-6PM EST. It’s currently 9:42 AM Eastern standard time and my message is the same. My order is unfulfilled and I haven’t heard anything about whether or not it’s being processed.
Response from West & WillowDec 9, 2022
Hi Kelly, We want our customers to be 100% happy with their orders and our service. It definitely sounds like we could have done better for you! Please check your email for an email about this.
Kathryn M.
There was a mistake on my first order and customer service included hearts and warm personal messages but didn’t offer any solution except buy it again at full price or sign up for emails for a discount. There’s no way to tell what you uploaded or the name you added by looking at your order summary email. Also no final order preview before you make purchase. And then no help to resolve. The hearts in the email just sealed it for me. Not shopping here again.
Response from West & WillowDec 9, 2022
Hi Kathryn, 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.
Hayden
I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE. I ordered a customized pet blanket and when I received it, it looked like they were not finished editing it. I then requested another one and got the EXACT SAME blanket. I’m furious and trying to get a refund because they obviously do not know how to make a complete product. DO NOT waste your time with this company. I wish I had ordered from Etsy.
Response from West & WillowDec 9, 2022
Hi Hayden, 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.
Sheri M.
Response time for a simple question was 3 days. That is poor customer service. I hope it will be worth the wait.
Response from West & WillowDec 8, 2022
Hi Sheri, 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.
Brandon A.
So far the review is less than 1 star, their customer service is not responsive, they won’t answer you on a status update for their product, they won’t let you cancel an order because you and they have no clue when work will begin on it.
Response from West & WillowDec 8, 2022
Hi Brandon, 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.
