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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Brendan
No idea where my order is after placing 10 days ago and emailing.
Response from West & WillowDec 26, 2020
Hi Brendan, 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.
james
I have no idea what the status of my order since I placed it, nor can I track it.
Response from West & WillowDec 26, 2020
Hello James, 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 an email from us about this.
Kristi G.
Ordered in time promised to make it here by the 23rd. No tracking has been sent.
Response from West & WillowDec 27, 2020
Hello Kristi, 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.
Bethany K.
I haven't received any details on my order at all, it was a Christmas gift. I have emailed them several times about my order and have heard nothing. I don't even know if it's been shipped.
Response from West & WillowDec 27, 2020
Hello Bethany, 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 am sending an email to the address on your order to get this taken care of for you.
Katherine W.
Extremely disappointed with their service. I ordered before the Christmas cut off line and now my order will not arrive until December 30 according to UPS. I have emailed Customer service multiple times and still have not received a response.
Response from West & WillowDec 27, 2020
Hi Katherine, 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.
Brianna C.
No one has responded back to my order, I ordered my picture on December 8th and still have not heard back. Customer service doesn’t even respond to emails. I’m about to request a refund....
Response from West & WillowDec 27, 2020
Hi Brianna, 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. Please check your inbox for an email from us. We'll be more than happy to turn this around for you.
Heather
The worst customer service ever. Received the portrait and it was the complete wrong color. Got a brown dog versus a grey one. Customer service took over a week to respond, then two days to fic the issue, then 3 -5 days to be sent TO production and never heard back from them. Never received an updated tracking number or that it was even created. I emailed them back saying I want a refund and have yet to hear from them. I understand the holidays create time lags longer than usual, but this was a quality issue that should have been corrected much faster and now I am out of money and a portrait.
Response from West & WillowDec 28, 2020
Hello Heather, This is definitely not the type of service we aim to provide. Our customer service team lead is already aware of this issue. You will recieve an email from us shortly.
Devon
I ordered a gift for Christmas 15 days ago and have not received a tracking number or anything. I have emailed customer service to ask about the status and have had zero response. I also haven’t seen a. Proof or received any digital copy so I have no idea if it’s even in production or not at this point nearly two weeks later.
Response from West & WillowDec 27, 2020
Hi Devon, We certainly understand why you are so upset with us! We aim for 100% customer happiness and will fix this right away. We have sent you an email for the latest update on your order.
