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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Denise A.
I made a mistake and ordered the wrong size. I need my new picture to match the other one I have. I then did EXACTLY what they say to do on the website and emailed the support team within minutes. However, they refused to alter my order since they took so long to get back to me and blamed me for the delay! Now I will have to pay for something I don’t want and believe is not fair!!!!
Francheska O.
I have ordered from you guys multiple times to try and make it special for my loved ones. The recent order I got, the frame had to be glued together because it was loose in 3 out of the 4 corners and the packaging was not secure at all. I am very scared to find out what the other order I placed and haven’t received yet looks like.
Response from West & WillowDec 25, 2021
Hi Francheska, We hate to hear that your order quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
Susan H.
My order arrived with a damaged frame. Also I ordered a digital download that I never received.
Response from West & WillowDec 25, 2021
Hello Susan, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
Erin
Very upset with lack of communication and response. Still have not received my picture.
Response from West & WillowDec 25, 2021
Hello Erin, 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.
James J F.
I am not one to typically rate a product this low, but I am extremely disappointed in the final product that I received. Not only am I missing items from my order - never received a preview of the picture, frame quality is that of a $5-10 frame I could get from TJ Maxx or Homegoods and the picture doesn't even match the one provided. For $100+ purchase - I feel that I could have done a better job for $30 total. I'd never order from here and have told friends that were considering purchasing some as well to look at another company, because I do not want them to experience the same level of disappointment
Poor C.
I designed an order & paid. I never received a receipt or confirmation email for shipping. I have sent two emails for help and no one has responded. The only email I have ever received is a survey asking my satisfaction….
Response from West & WillowDec 25, 2021
Hello Kasey, Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. Upon checking, 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. We are reaching out to your email now to help get this resolved for you.
Rachel L.
I received my pet portrait which was perfect. However, despite numerous emails, I still cannot access the digital download. I purchased this option but am not receiving responses to my requests. This is very frustrating as I would like to print the digital images for family/friends. Unfortunately, I will not order any future items from West & Willow.
Bonnie D.
I have paid to go to front of the line and for expedited shipping. I have heard nothing about my order. and every other company I ordered from sends me an email in a minute and lets me know it's shipped about five minutes after I ordered.
Response from West & WillowDec 23, 2021
Hello Bonnie, 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.
