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.
Is this your business?
Correct your details and reply to customers in public. Both are free.
Claim this listingShowing 2,455 reviews with 1 star · Clear filters
Unhappy
Never got my digital download or refund
Response from West & WillowDec 20, 2020
Hi there! 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.
Peter
West and Willow is a SCAM! I decided to order from them because of all the positive reviews but all I can say is that my experience has been nothing short of a NIGHTMARE! I placed an order and PAID for it at the end of November. My pets portraits got approved. Now its December 19 and NOTHING. All I have gotten is excuses and more excuses. My Christmas is ruined. Thanks West and Willow. All those 4,000 positive reviews is complete BS. NEVER WILL I EVER ORDER FROM THIS BUSINESS. BEWARE! YOU HAVE BEEN WARNED!
Response from West & WillowDec 20, 2020
Hello Peter, We are truly sorry to hear you had this experience with receiving your order. That is not the kind of service you deserve! Kindly help us with the order details by replying to the DM we sent you.
Disappointed
Print cane rolled up and crinkled in several areas. Very noticeable in frame I put it in. Print itself also a little scary and wish I could’ve previewed it before having it sent to me. No time to fix now before Christmas because it took a month to get. Wouldn’t order from here again
Response from West & WillowDec 20, 2020
Hello there! Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. We sent you an e-mail to get this sorted.
Ryan C.
Frame was delivered broken. Clearly made out of cheaper wood than what this product is priced at. The fact I have to buy a frame for this piece to make it look half decent is upsetting.
Response from West & WillowDec 20, 2020
Hello Ryan, 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 would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
JG
My order was placed Nov. 23rd. I did originally receive an e-mail a couple days after placing my order, because they needed me to send an additional photo. After that I have heard nothing. I have sent a couple e-mails and I have not received a response back. I understand that Christmas time is busy and businesses are backed up, but all I am asking for is a simple curiosity to get me know if and when my order will be shipped. Not being able to contact this company by phone is very frustrating. I placed my order early thinking I was allowing plenty of time to have it by Christmas. I paid for my order in November when the order was placed and I would really appreciate an email back. Customer service is severely lacking.
Response from West & WillowDec 20, 2020
Hello JG, 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 we sent you.
Cameron C.
My item has not shipped and it has been 17 days since I ordered. I selected skip the line because I figured with the holidays things could be backed up. I have sent several emails looking into this. 13 days after my order and 3 emails later I get one saying I’ll get my shipping information within the next 48 hours. It has been 3 days past that 48 hour window and have emailed and texted support and had not received any answer. While I know things are backed up due the holidays the lack of response has been really disapointing. I was unable to give my gift to my significant other for the holidays which was a bummer. I just wish the company had more follow up.
Response from West & WillowDec 22, 2020
Hello Cameron, We are sorry that your experience didn’t quite match your expectations. There has been a huge increase with our ticket volume which is why our response is taking longer than usual. Please be assured though that your order is being taken care of, and we are assuring you that we are doing everything that we can to get your order delivered as promised. We greatly appreciate your patience and understanding!
Ellen M.
I placed an order prior to deadline for Holiday delivery. Have not heard back if it has shipped, sent an email and still have heard nothing. Customer service is is non existence.
Response from West & WillowDec 20, 2020
Hello Ellen, We are sorry that your experience didn’t quite match your expectations. There has been an unexpected increase in the ticket volume which is why our response time is a bit longer. We are sending you an e-mail now to get this taken care of.
Lindy H.
I received the wrong dog. They were great and are sending a new one but it’s going to be way after Christmas :(
Response from West & WillowDec 22, 2020
Hi Linda, 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.
