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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Cristina M.
Wrong order delivered - missing frames as purchased. Taking over a week to get a clear response to rectify the situation.
Response from West & WillowOct 22, 2022
Hi Cristina, 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.
Ben B.
Have reached out many times without a response
Response from West & WillowOct 22, 2022
Hello Ben, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
Steph Q.
West & Willow is total bummer. I ordered a pet portrait as a gift and it simply never arrived. We have spent so much time tracking it and looking into what happened to no avail. I also ordered a digital version of the portrait when I received the follow-up offer and I received all kinds of emails talking about the digital portrait but received no way of downloading it or figuring out how or where on earth to find it. This has been nothing short of a harrowing and frustrating situation. A month of West & Willow bombarding me with emails asking me to buy things when none of it seems to appear. Lame.
Response from West & WillowOct 21, 2022
Hi Steph, Upon checking, your order was already delivered. 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.
Rosie S.
Really unhappy with quality and lack of response when I try to reach out to West and willow - I have checked my email and have received nothing. I would love for someone to contact me very please
Response from West & WillowOct 20, 2022
Hello Rosie, We certainly understand why you are so upset with us! We aim for 100% customer happiness and will fix this right away. Check your email for an email from us about this.
Amanda
My first phone case I received was the incorrect size. The team offered to correct it but the second phone case I received was also the wrong size. I won’t be purchasing from this site again.
Response from West & WillowOct 20, 2022
Hi Amanda, Thank you for letting us know about this. We apologize for the experience. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
Jocelyn
I think my order was forgotten about and they replaced the order with a new one 3 weeks later. It was a little difficult to get a response on updates
Response from West & WillowOct 20, 2022
Hi Jocelyn, 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.
Kelly B.
The picture I received did not look anything like the photo of the dog I sent. Very disappointed. Would like my $96 and some change returned.
Response from West & WillowOct 20, 2022
Hello Kelly, 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.
Gabrielle
complete rip off. i was super excited for this and even paid extra for a frame that would match my apartment. it came without a frame and the picture shows my cream dog half black. i diligently chose a picture that would embody who my dog is and what he looks like but left a comment that the picture doesn’t accurately show the color of his eyes and to please contact me for an additional picture of the eyes. I figured for $130 portrait that they would definitely reach out, and they did not. my pups eyes are extremely unique and this picture does not embody his true identity. No one even contacted me for an additional picture. I even reached out to customer support via text the day i placed the order and no one responded. I’m unfortunately super disappointed and I wouldn’t recommend this service due to the inaccuracy, lack of customer service, not to mention i paid an additional $50 for a frame that didn’t even come with the painting.
Response from West & WillowOct 20, 2022
Hello Gabrielle, 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.
