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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Anonymous
My order is 5 days late, and I still am not able to get a response out of the company regarding when I can expect my order.
Response from West & WillowJan 1, 2021
Hi there, This is definitely not the type of service we aim to provide. I have made our customer service team lead aware of this issue. Please check your email for a message from us. We'd love a chance to turn this around!
Derek
I purchased a portrait from West & Willow on 12/3 AND paid an extra $13 for "skip the line" expedited processing. It is now 12/28 and I still do not have my order. I have sent two emails to the company and received ZERO response. Had I received any kind of estimate on receiving the item or a notification that it was delayed then that would be acceptable. What is the most frustrating is they had a disclaimer at the top of their website saying "any order placed 12/6 or after will likely not be received by 12/25." Knowing this, I paid the extra money to "skip the line" to be safe. This company may have a good product, but their customer service and processing are terrible. At this point I will never purchase from this company again even if I love the portrait.
Response from West & WillowJan 1, 2021
Hello Derek, 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 help us with the order details by replying to the DM that was sent to you.
Savannah
I ordered a portrait 11/30/20 and as I expected it may be late due to mass online orders this year, it never showed and was claimed to be “delivered”. I never received my order and have emailed customer service a few times. Not pleased with customer service’s lack of response. This was a Christmas gift for my mom and now I don’t have an option for a refund or even a confirmation if it will be resent or not? Huge waste of over $100!
Response from West & WillowJan 1, 2021
Hello Savannah, 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.
Nicole S.
I can’t review the product because I still haven’t received, but customer service is negligent at best. I have reached on via email and Facebook about shipping almost 10 times and have not gotten one response. I understand there are delays on products due to holiday, but I should have also been able to expect a response. Incredibly disappointing.
Response from West & WillowDec 31, 2020
Hello Nicole, Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. We are sending you an e-mail now to get this taken care of.
Ben W.
Have had zero communication since my order over two weeks ago. Even paid for the “get it sooner” option which was supposed to jump me to the front of the line. Nothing. Sent a support email asking why I haven’t heard anything or seen any order progress, nothing. But I sure do get their daily mass-email ads!! Absolutely Useless. Was really looking forward to this painting of my late passing dog, now I’m just sad that I might never get to see it.
Response from West & WillowDec 31, 2020
Hi Ben, 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 message from us about this.
Jean C.
I haven't received any notifications about the status of my order, shipping, etc. and Christmas has passed. You want a review when I haven't even received the order, but my account sure was charged!
Response from West & WillowDec 31, 2020
Hello Jean, We are so bummed to hear this! We'd love to put a smile on your face. We just sent an email to the address on your order.
Irina
Horrible customer service, not client-oriented, templated answers and NOT personalized attention to clients. Very disappointed.
Response from West & WillowDec 31, 2020
Hello Irina, 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.
Katie
I put my order in on the 11th and have yet to receive any communication. No tracking number as promised 7-10 days, nothing. It’s the 28th...filing fraudulent charges immediately.
Response from West & WillowDec 28, 2020
Hi Katie, We set a high standard for our services, and we’re so sorry to hear this was not met in your interaction with us. We are sending you an e-mail now to get this taken care of.
