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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Chet M.
I emailed customer service to get an update on my product and I never heard back
Response from West & WillowDec 15, 2020
Hi Chet, We're sorry to hear that we failed your expectations! There has been an increase in our ticket volume which is why our response time is taking longer than the usual. I am sending an email to the address on your order for an update.
Mark
No updates given, no idea when the product will be ready or even started....some update would be helpful. Thanks
Response from West & WillowDec 15, 2020
Hello Mark, I am sorry to hear that pur communication was less than ample. We have sent you an email for an update. We also have more information on shipping times here: https://westandwillow.com/pages/shipping.
Jenn
I have not received me order which I understand is due to Covid but I have not received any up dates as well
Response from West & WillowDec 15, 2020
Hello Jenn, Thank you for bringing this to our attention. We are sorry that your experience didn’t quite match your expectations. We sent you an e-mail, and hope to resolve it promptly and accurately.
KFish
Was told my order would ship in 7-10 days, it’s now been 14 with no word on shipping. I reached out to customer service twice to see if I could change the shipping address since it will be too late to receive it for the holidays with their delay and gotten no response.
Response from West & WillowDec 15, 2020
Hello Katie, 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.
Jennifer R.
Placed an order on 11/30. Have not received any updates and no one responds to emails.
Response from West & WillowDec 18, 2020
Hello Jennifer, 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.
Andrew P.
ordered something 2 weeks ago and bought the "skip the line". It still hasn't had any updates or communication. I'm unsure it will make it by XMAS at this point. Update: They refunded the "skip the line" fee and it is shipping today. However it still is unlikely to make it by xmas. Update Dec 30: It has now been a full month. I had placed my order before the shipping cut off for Christmas and as of today it has been sitting at the border waiting for West & Willow to submit clearance paperwork for a week. I still have not see the final product and the person who this was for obviously won't get it on Christmas. I don't recommend you use this company ever, instead go support someone on etsy who does the same service
Response from West & WillowDec 15, 2020
Hello Andrew, 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.
Avrey
I have not received any tracking information on my order placed 15 days ago. I have reached out about this without getting any response. I hope my money didn't go to waste!
Response from West & WillowDec 15, 2020
Hi Avrey, That was definitely a long wait! It sounds like we didn't give you the type of service you deserve. Please check your inbox for an email from us. We'll be more than happy to turn this around for you.
Stephanie
I ordered a print more than 3 weeks ago and still haven’t received shipping information, after all the website info and confirmation email said it would be 7-10 days. I enquired about the status of my order 3 days ago and was told my order was in fulfilment and ready for transit - still no shipping info. I specifically ordered in November to receive the print before Christmas, allowing for international shipping. So disappointed in this business and their customer service. I would not recommend to anyone, there are plenty of other places who can produce this kind of print.
Response from West & WillowDec 18, 2020
Hello Stephanie, That was definitely a long wait! It sounds like we didn't give you the type of service you deserve. Please check your inbox for an email from us. We'll be more than happy to turn this around for you.
