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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Cisco
No updates on shipping 10 days after placing an order and no help from customer service. Shouldn’t send out this survey until orders are delivered.
Response from West & WillowDec 26, 2020
Hi Cisco, We are truly sorry to hear you had this experience with receiving your order. We are sending you an e-mail now to resolve this.
Michael D.
I never got my order. Emailed you 5 times and never got a response. It’s Christmas Eve. Worst purchase I’ve ever made.
Response from West & WillowDec 26, 2020
Hello Michael, We are extremely sorry for the delay and thank you very much for your patience! Normally, we would reply much sooner, however, there has been an unexpected increase in the ticket volume which is why our response time is a bit longer. I have made our customer service team lead aware of this issue. Please check your email for a message from us.
Luke G.
Very disappointed in the rendering of the picture. And what was rendered of the picture was dwarfed on the picture frame. I had received a previous Westin Willow picture as a gift and it turned out lovely. The pictures took up a decent amount of the frame. They fit well. This one did not. The rendering of the pet was not like the picture. Very disappointed. It was a gift and I had to apologize for it.
Response from West & WillowDec 25, 2020
Hello Luke, We sincerely apologize that you are unhappy with the quality of your artwork. Your satisfaction is our top priority so we'd love to make this right with a new piece of artwork. We just sent an email to the address on file. Please get back with us at your earliest convenience.
Susannah C.
I placed my order on December 10th and even paid extra to “skip the line”. I have an email confirming my order and nothing else. I’ve even reached out to see what the status of my order is and received no response from them. Meanwhile, I gets emails daily with offers to purchase more items?!? Even this email to review a product I have not seen yet?!?
Response from West & WillowDec 26, 2020
Hi Susannah, We can't even begin to imagine how disappointed you are with this experience. We want to work with you to make things right. We're sending an email to the address on your account now to get this resolved.
Celeste K.
I had high hopes of this gift for my sister in law but had absolutely NO communication with the company. I have reached out multiple times with NO response. It’s super disappointing. I cannot actually comment on the picture itself because we have not received it yet after a huge amount of time since the purchase. If there was communication from the company I truly would not complained. Customer service is absolutely mandatory.
Response from West & WillowDec 26, 2020
Hi Celeste, We are extremely sorry for the delay. There has been an unexpected increase in the ticket volume which is why our response time is a bit longer. I have made our customer service team lead aware of this issue. Please check your email for a message from us.
Kate
I ordered a portrait as a Christmas present for someone at the end of November and I am still yet to receive it... when chasing the company they only seem to copy and paste the tracking number....will it ever come - who knows?!
Response from West & WillowDec 26, 2020
Hi Kate, Thank you for taking the time to leave your review. I am sorry to hear of this matter! We cannot locate your account at the moment. Kindly update your review with an order number or reply to the email we sent you here. We look forward hearing from you.
Brian O.
I am very disappointed. I ordered my picture almost a month ago. I paid for front of the line service and it’s the day before Christmas Eve and I haven’t even received anything. I didn’t even get an email back from customer service on where my item is.
Response from West & WillowDec 26, 2020
Hi Brian, We can't even begin to imagine how disappointed you are with this experience. We want to work with you to make things right. We're sending an email to the address on your account now to get this resolved.
Cam E.
The whole experience has been rather painful. It takes a week for a reply email to be sent, or you get no reply at all. I paid for a digital download (which I have no received a link to or a reply email on how to access this) + my two pet portrait and have received my portrait today and to say I’m disappointed is in understatement. The print quality vs what the prints look like on social media are very different. It looks like it has been printed on a cheap home printer. Would not recommend to anyone.
Response from West & WillowDec 26, 2020
Hi Cam, We sincerely apologize that you had a bad experience. Your satisfaction is our top priority so we'd love to make this right with a new piece of artwork. We just sent an email to the address on file. Please get back with us at your earliest convenience.
