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.
Is this your business?
Correct your details and reply to customers in public. Both are free.
Claim this listingShowing 2,455 reviews with 1 star · Clear filters
Jesse R.
I ordered a normal product offering and paid for expedited everything and it's been a week with zero communication about my portrait. Update: Once I wrote the low star review I finally hear back, albeit with false information.
Response from West & WillowSep 27, 2022
Hello Jesse, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
Elizabeth C.
Placed the order on 29AUG, received nothing and my email to the company was met with a generic response that didnt provide an update on my order. They are supposed to get it out within 7-10 days or explain what is happening. I have nothing to show for it almost a month later and they did charge me upfront for the portrait. Disappointed because I have used them before and I got my picture in a week.
Response from West & WillowSep 24, 2022
Hello Elizabeth, 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.
Christopher L.
After 4 weeks I canceled my order. After 3 weeks of not receiving a tracking number I reached out to their customer service. On 2 different occasions I got a response that they were “looking into it”. After another week of not getting a real answer I filed a dispute with my credit card company and washed my hands of it. Absolutely horrible experience.
Response from West & WillowSep 24, 2022
Hi Christopher, 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.
Michele M.
Kept rejecting my cards than said I didn’t confirm order - when I went back to try to confirm wants me to fill all the info again I’ve already done like 3 times/ !! I need to talk with someone to straighten this out - I’m not refilling all that info again- I don’t see how my payment went through with out being confirmed done , please take care this and contact me
Response from West & WillowSep 23, 2022
Hi Michele, We apologize for your experience. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
Avra M.
I ordered my print August 25th. I received confirmation of my print August 25th. It is exactly 4 weeks later and I have no information about my order. I am starting to get concerned that I threw out $130+ dollars. I have received more emails asking me to review a product I have yet to receive than any communication about my order.
Response from West & WillowSep 23, 2022
Hello Avra, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
Lisa T.
I ordered 3 items for over $100! I got 2 email confirmations but have never heard a word since! It has been 20 days of radio silence. I have emailed West and Willow 4 times with a generic response never answering my question! Terrible service. I really wanted my items but now I think I may file a dispute with my bank and get my money back! Do not do business with West & Willow. Lisa Tierce order # 291337
Response from West & WillowSep 23, 2022
Hello Lisa, We can't even begin to imagine how disappointed you are with this experience. We want to work with you to make things right. We're sending an email to the address on your account now to get this resolved.
Daniela C.
This is just a scam. I spent $80 on this absolute junk. First of all the frame came broken. Of course, because it’s so cheaply made. Also, it’s so very small. Don’t fall for it. It might look cute in the picture but it’s pure junk. I’ve been sending emails for a refund but no one has gotten back to me.
Response from West & WillowSep 23, 2022
Hello Daniela, 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 with us at your earliest convenience.
Andy
Two weeks later no parcel. They send email saying your download is ready and available. You buy it, then no download. Terrible customer service. Starting to think the whole thing is a fraud.
Response from West & WillowSep 22, 2022
Hello Andy, We can't even begin to imagine how disappointed you are with this experience. We want to work with you to make things right. We're sending an email to the address on your account now to get this resolved.
