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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Sach
I still have not received my portrait, even though it was promised to arrive before Christmas. I can’t get a hold of anyone and have no information on the status of my order. Horrible customer service.
Response from West & WillowDec 28, 2020
Hi Sach, I’m very sorry we failed to meet your expectations. We would like the opportunity to investigate your feedback further. We just sent an email to the address on file.
Kat T.
I ordered a pet portrait on November 23 for a Christmas present, thinking that would be plenty of time. Unfortunately it did not arrive in time and I actually I still have not received any shipping information. I have emailed 3 times for an update and had only been responded to once with a generic response saying it would arrive in time. The last time was i asked for a refund with no response. Not sure if it’s a scam at this point...
Response from West & WillowDec 30, 2020
Hi Kat, 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!
Christopher C.
I have not receive my tracking number!!! My order was placed on the 12 it is now the 28th.
Response from West & WillowDec 30, 2020
Hello Christopher, We are truly sorry to hear you had this experience with receiving your order. That is not the kind of service you deserve! I am sending an email to the address on your order. Please reply back at your earliest convenience and we'll get this taken care of for you.
Ainsley S.
my package has not arrived and I have not gotten any type of updates... I emailed them twice and have not gotten any responses.
Response from West & WillowDec 30, 2020
Hello Ainsley, We apologize for the late response - normally, we would reply much sooner, however, there has been an unexpected increase in the ticket volume which is why our response time is longer than usual. We sent you an e-mail to get this sorted.
Phoenix
Over 2 weeks without a shipping update. Product is late, no help from customer service, no idea when I'll receive my order
Response from West & WillowDec 31, 2020
Hi Phoenix, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an e-mail, and hope to resolve it promptly and accurately.
Jake
Paid for a custom portrait and extra to skip the queue and for a digital copy. I received no confirmation email for 3 weeks. I have a tracking number that doesn’t lead to anything and still haven’t heard a reply as to where my order is or why it’s taking so long. I’m yet to even receive the digital copy I paid extra for
Response from West & WillowDec 31, 2020
Hello Jake, We’re sorry to hear of your experience was less than satisfactory. We are committed to providing great customer service and we would like to make things right. We are sending you an e-mail now to resolve this.
Starlyn
Please save your money and don’t purchase from this company. I know it’s the holidays, but I ordered a portrait to give to my father on his birthday (December 31st). I placed my order on December 11th. They claim to send out tracking numbers 7-10 days after you order your product. On December 21st, I still didn’t have tracking information so I emailed them asking for. Nothing. I emailed them again. Given it’s the holidays, I understand they are busy, but it’s been a week and three emails later (I emailed them again today) and still nothing. I’m beyond frustrated. The least they could do is just respond to me or let me know what’s going on. I’ve heard nothing and will most likely cancel my order since I have to buy another gift for my dad. Which I don’t even think they’ll let me because they don’t respond... A waste of $100! Save yourselves.
Response from West & WillowDec 31, 2020
Hello Starlyn, 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!
Bryan B.
Placed an order over three weeks ago. Sent an email to customer service simply seeking confirmation of where my order stands and got no response. I understand there are holiday delays impacting shipping and that is acceptable, but what is not clear is if there are delays on producing orders. It is beginning to seem like my order is lost or not in process at all.
Response from West & WillowDec 30, 2020
Hi Bryan, I am sorry to hear about this! We'd love a chance to turn this around! Would you be able to update your review with an order number or reply to the email we sent you here? We'd love the chance to make things right. We look forward hearing from you.
