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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Theresa A.
No preview of order. Website kept freezing up. The up sells at the end annoying.
Response from West & WillowNov 30, 2022
Hi Theresa, We apologize if your experience was not of the quality you expected. As of the moment, we don't have a system set up for preview yet. We are still working on making some internal changes based on your recommendations.
Heather S.
Our dog is gray but brown in the finshed product. It makes me sad as this is a gift to my husband. If there was a question why didnt someone reach out. I think for $100 getting the dogs color at least close is important.
Response from West & WillowNov 30, 2022
Hi Heather, 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.
Brittanie
Was told shipping could take up to 4 weeks during Black Friday weekend AFTER I placed my order. And 30 mins to revise or cancel? That’s not suitable. I should be able to cancel within 24 hours, especially if it takes 4 weeks to create and ship. Disappointed. Crossing my fingers it comes before Christmas.
Response from West & WillowNov 30, 2022
Hi Brittanie, Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
Andrea M.
I ordered three prints. Two of them are gifts. I realized immediately upon ordering that I make a typo and put the wrong pet name on one of the gifts. I emailed West & Willow within minutes of placing my order notifying of this error and asking for a correction before they went to print. I received an email back 1 week later saying the artwork was already being made and nothing could be done to fix the error. I was told to kindly expect tracking details within the next few days. The order is meaningless with wrong pet name.
Response from West & WillowNov 30, 2022
Hi Andrea, 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.
Christopher W.
Never let me review order - just charged my card. Never got to put in 25% coupon code!
Response from West & WillowNov 30, 2022
Hello Christopher, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
Cindy B.
Second time ordering and both times the response/completion time was horrible. I’m still waiting for my second framed print, which was ordered on 11/9. Order 316952. I get texts from them multiple times about sales and respond asking about my order. It asks to type SUPPORT if you need additional help. I do and no response. So frustrating.
Response from West & WillowNov 30, 2022
Hi Cindy, 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.
Dean
Received the wrong item. Tried to contact via email twice and never heard back. Also paid for a “digital download” that was never sent.
Response from West & WillowNov 30, 2022
Hi Dean, 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.
Zachary
I ordered mugs and pictures separate. When I received trhe mugs you put both dogs on the same mug and our brown dog looked nothing like our dog. I'm very dissappointed and would like either my money back or the mugs redone.
Response from West & WillowNov 30, 2022
Hi Zachary, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an e-mail, and hope to resolve it promptly and accurately.
