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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Amy
I have not received my portrait weeks after ordering.
Response from West & WillowDec 28, 2021
Hello Amy, We’re sorry your experience didn’t match your expectations. Upon checking, your order is on its way! We will email you the shipping information.
Shan K.
I paid extra to have it by christmas and I didnt get it by christmas a refund or free digital print would go a long way if you can't deliver
Response from West & WillowDec 28, 2021
Hello Shan, Thank you for bringing this matter to our attention. We are very sorry for the experience. We are sending you an e-mail now to get this taken care of.
Sarah M.
I got the wrong dogs and wrong names for a Christmas gift. Can’t get in touch with anyone from the company and now don’t have a gift, don’t have my money, and don’t even have a portrait
Response from West & WillowDec 28, 2021
Hi Sarah, We are truly sorry to hear you had this experience with receiving your order. That is not the kind of service you deserve! Upon checking, your replacement order is on its way! Please check our email with the tracking information.
Nathan L.
Absolutely terrible with customer service. Emails and text messages are automated and do not even answer the support question. They are absolutely brutal with any type of communication.
Response from West & WillowDec 28, 2021
Hi Nathan, 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.
Green
This is the first time I have used West & Willow and was disappointed with the communication / expectations I received. I placed an order well before Christmas (13 days) and paid extra to “skip the line” to ensure my package would arrive by Christmas. I have still not received my package, but what frustrates me is I was told when placing my order I would receiving a shipping and tracking number by email, then again I followed up on this and still have yet to receive the shipping tracking number. I understand high volume with companies around the holiday, but I would not recommend paying extra to “skip the line” and would expect a more reliable way to truly track an shipment or your order that is in the production / shipping process.
Response from West & WillowDec 28, 2021
Hello Logan, 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.
Owen S.
Paid for expedited shipping and it still has not been shipped after 3+ weeks
Response from West & WillowDec 26, 2021
Hello Owen, 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.
John A.
Against my better judgement (due to the clear fact that they are using some sort of Shopify platform) I purchased a portrait. It’s been close to 10 days and have yet to receive any update on my order, except for constant spam emails asking to by more things. No shipping number, no “we’re making your portrait, nothing. It’s been a stressful experience to just hope and pray they are making it and that it will be here by Christmas.
Kelly L.
I placed my order on 11/28. It’s now 12/20 and there’s been no updates to my order at all. The status on the website just says “order confirmed” like it did on the first day I placed the order. The website says most ship out within 1-2 weeks. This clearly isn’t true. There’s no phone number for customer support and when I emailed I got a automated response saying I’m “in the cue” and I’ll get an email back in 3 days. This is so far from acceptable.
Response from West & WillowDec 25, 2021
Hello Kelly, We are sorry that your experience didn’t quite match your expectations. This is definitely not the type of service we aim to provide. I have made our customer service team lead aware of this issue.
