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
Jeanne S.
i want to cancel mine
Response from West & WillowApr 29, 2021
Hi Jeanne, I see your email sent in asking about entering a promo code. We promptly responded and asked for the code. We are happy to retroactively apply it for you rather than having to cancel and start over. Please check your spam filter for an email from [email protected]. I just sent it again for your convenience 😃
JH
For two weeks I received emails asking for a better photo. I responded multiple times with new photos. After two weeks I finally was able to get in touch with someone who was I was able to show all my unanswered emails and she offered me assistance. This process delayed shipment heavily. Then after speaking with customer service I was sent the wrong order. Extremely frustrating on the fulfillment end and poor communication. My order will now have taken a month to get and won't make it in time to be gifted.
Response from West & WillowApr 29, 2021
Hi Jennifer, I am sorry to see how frustrating your experience with us has been! We did actually try to reach out several times for a new photo before you reached out to us in another thread. As we explained, we never received a response to those messages. I see that once we got your separate email, we responded immediately and are getting your issues resolved. We are sending you a gift to your email now to help with this inconvenience. Thank you for hanging in there with us!
Valued C.
I have reached out many times to help with an issue I had with my order they have yet to reach out to me.. The actual artwork looks cartoonist rather that realistic, so disappointed. I bought this for a birthday gift and have to look for another gift.
Response from West & WillowApr 29, 2021
Hi Damadi, Sorry to hear you aren't getting our messages! We have actually sent several to you requesting more details into what changes need to be made. Please add [email protected] to your email safe list and check your spam filter. We are happy to make this right!
Jen A.
The frame arrived broken and the image wasn’t what I expected. Definitely a bit disappointed.
Response from West & WillowApr 29, 2021
Hi Jen, 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.
Suzz
Well, I asked for the 2 pet portrait. One pet is good, the other pet is 1/10 the quality. I thought these might just be “watercolor” effect type of manipulation and they basically are. I thought for the cost you would get a nice frame but it’s a cheaply made frame that u can get at the dollar store. I’m hoping to have it redone with the quality of the 2 dogs matching. I also paid $10 for a digital version, I have no idea where that is. I asked for the 2 dogs heads to be different sizes bc the one dog is 5x the size of the other dog, they came the exact same size. I asked for the one dogs eyes to be looking straighter at the camera if possible and that was done nicely. I hope they fix the issue for me, we will see.
Response from West & WillowApr 29, 2021
Hi Suzz, We are sorry to hear you were unhappy with your artwork. I see that we are already working on revisions with you directly at no cost. We will give you an updated digital download once you approve the new proofs 😃
Stephanie
I think these products are such a cute idea. However, I ran into several problems. The first is that I ordered and paid for two mugs and only received one. I still have not even received the second. My other issue is the quality. The one mug I did receive, my dog's picture was cut off on the bottom so you only could see part of her face. Now I have to go to the trouble of returning the mug. Additionally, you are not able to contact a human being in person. They only allow you to contact them through email. I let them know of my issue and have no heard back. Super frustrating and definitely not worth it!
Response from West & WillowApr 29, 2021
Hi Stephanie, We are sorry that you had these issues with your order! I see that we sent two replacement mugs with the corrected portrait on them to you. We did respond promptly and since we did not receive a response from you - perhaps they went to your spam filter? Please let us know if you did not receive the replacements. You can add [email protected] to your safe list to ensure you get our communications.
Parker S.
Sent me the wrong picture.
Response from West & WillowApr 29, 2021
Hi Parker, We are so sorry this happened! I see that we have already sent out your correct order. Do not hesitate to reach out to us if we can help with anything else 😃
Christine R.
Broken frames received on both pictures sent out---did not really like final photo print but was tired of trying to get my point across that I wanted nothing changed from original photo I sent in--
Response from West & WillowApr 17, 2021
Hello Christine, We certainly understand why you are so upset with us! We are more than happy to get this replaced for you. Please check your inbox for an email from us as one of our Team Member already reached out to you.
