West & WillowReviews of westandwillow.com

I ordered a custom pet portrait as a Xmas gift plenty of time before Xmas. However, between UPS and USPS, it got lost. I found myself extremely frustrated. I reached out to West & Willow's customer support team, who immediately went to work. Catherine in customer support, sensed my frustration, and ordered a replacement portrait. I just received it and was so pleased with the result. Thank you West & Willow for your excellent customer service and beautiful work. Cathy G.

One picture turned out well- the other not so great.

My order got returned for an incomplete address but it’s my work address. So I didn’t receive the order, which was for a gift and I never received notice. I also didn’t receive my digital order and am waiting for customer service to get back to me for re-shipping. I am looking forward to seeing how the mug and portrait I ordered looked though.

Context: My previous order with West & Willow in 2000 received an excellent customer service score when a problem arose; it was a good motivation to order again..... Sadly, “excellent” has turned into “poor” customer service. I ordered my pet portrait and digital download and Willow provided a link to the download with a note that it would only be available once the physical item had been received. My portrait received, but the download link not working. Email sent to customer services – no response. Chase-up email sent to customer services 5 days later – no response. A further 3 days (and link still not working and no response) I am now posting this review – and interesting to note how many other customers are giving a 1 star rating. Next challenge will be the recovery of the cost of the download. And finally: I’m not sure if asking for a tip on a website is usual practice in the US, but in the UK it is totally unacceptable – and frankly ridiculous to ask before any service has been provided, and even more so in the light of the very poor service actually received!

Wow what a great experience. I just received a Xmas gift I am giving to my son. Pillow with his dogs picture on it. Great quality.

I received my artwork and there was a mistake made. I reached out and was told I would get a revised proof within 3-5 days. It has now been 11 days and I haven't heard back from them. There is no customer services number so you have to rely on email, which they do not respond to--this whole experience has been incredibly frustrating.

I feel like the imagine shouldn’t be an option to buy. I definitely love the dog images but I got my first order and it was folded, I bought the damage plan and they resend me a second picture and the second one had some type of black line on it and damage worst than the first picture I got sent the first time. For the money I payed I figured the way they shipped the picture will be handled so the image gets to the destination without issues. I recommend if you are going to spend the money to buy it with a frame I wanted a different frame that’s why I got the imagine alone but not worth it.

They are taking forever to get back to me. I have no idea where my package is or if it will arrive on time. They have not provided me with a tracking number or estimated delivery date, and we are getting close to the time when I NEED to have it delivered. If they provide me with all this info, I will gladly update this review.