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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Brindha S.
I have been waiting for west and willow customer support to reach me about my order and nothing so far! Disappointing- I have emailed them 3 times.
Response from West & WillowOct 1, 2022
Hi Brindha, Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. We are sending you an e-mail now to get this taken care of.
unsatisfied C.
ORDER #293010 My order was placed on Sep 5th, so it has been 3 weeks already, not only did I not receive a tracking info as it promised, nor did I receive the product. I did not receive any customer service reply either after my 9/22 and 9/26 email attempts. I tried sending them a message on instagram as well, and there was no reply even though it was within their working hours. They did have someone post on stories though, just not replying to customers' enquiries. I would not have written this review if they had better customer service. I just want an update and resolve this.
Response from West & WillowOct 1, 2022
Hi there, We want our customers to be 100% happy with their order and our service. It definitely sounds like we could have done better for you! Please check your email for an email about this.
Michelle C.
Made the order 8/28, received an email 9/7 saying it was in the fulfillment stage and I would receive and email shortly saying it would be shipped shortly and I would receive an email with tracking information. Here it is 3 weeks later and still no email or purchase. What the heck is going on?
Response from West & WillowOct 1, 2022
Hi Michelle, 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.
Bee
No one to speak to and I haven’t gotten my order yet
Response from West & WillowOct 1, 2022
Hi and thank you for reaching out to West & Willow! Your request has been received and is in the queue to be answered within the next 24-48 hours. In the meantime, check out some of our top questions and answers below. How long will it take for me to receive my order?: https://westandwillow.com/policies/shipping-policy US & AUS - Your portrait will arrive within 3 weeks of purchase. UK, Canada, Asia & Europe - Your portrait will arrive within 4 weeks of purchase. I'm not sure if my photo will work.: https://westandwillow.com/pages/image-guidelines We can work with most photos! Please upload your best option based on guidance on our image guidelines page: https://westandwillow.com/pages/image-guidelines. Don't worry, if your photo will not make a good illustration for any reason, we will reach out. Can I cancel or make changes to my order?: https://westandwillow.com/pages/contact-us/# We can usually cancel or make changes to your order within 12 hours of it being placed. After 12 hours most changes, including address updates, can no longer be made. Please note, in some cases, changes may result in shipping delays. We encourage you to review our entire FAQs here: https://westandwillow.com/a/faq. If any of this information answers your question, please respond back to this ticket with the word CLOSE
Msunhuang
So so bad. Order has been shipped but their customer service is absolutely horrendous. Or should I say non existent. Don’t even try to email them; they won’t respond. Order has yet to arrive nearly 6 weeks after ordering.
Response from West & WillowSep 29, 2022
Hi Michael, We want our customers to be 100% happy with their order and our service. It definitely sounds like we could have done better for you! Please check your email for an email about this.
Krystle
I received a text message with a link to order a digital proof. I clicked on the link, purchased the proof and never received one. Then I emailed customer service and after 4 days, still have not heard anything back.
Response from West & WillowSep 28, 2022
Hi Krystle, This is definitely not the type of service we aim to provide. I have made our customer service team lead aware of this issue.
Anonymous
I’ve paid $120+ for a portrait that hasn’t arrived. Couldn’t track shipping. Wildly disappointed.
Response from West & WillowSep 28, 2022
Hello Jamie, 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.
Jake W.
I have no idea when my order will arrive or how i will receive my digital copy. Everything is run through a thirty party payer system that does not work. I will not be using these guys ever again. Nonetheless they're asking me to write a review before i even receive my order or an order confirmation
Response from West & WillowSep 27, 2022
Hello Jake, Thank you for letting us know about this. We apologize if your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
