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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Rayna D.
I gave a poor review because I emailed immediately following my order and got no response.
Response from West & WillowDec 5, 2020
Hello Rayna, I have checked your email, and I can see that it has been responded to. Would you be able to check your junk or spam folder, please?
Megan H.
I would give a 0 if possible. I ordered a 3 pet portrait of my pets for my daughter's Christmas present . instead, I received a 2 pet portrait of someone else's pets. I notified the company, and they said they would send me my portrait. however, they have not sent my portrait. I have notified the company several times that either I want my portrait or my money back. They are now not responding. So, basically they have stolen my money. Very disappointing, I was looking forward to this present.
Response from West & WillowDec 5, 2020
Hello Megan, We totally understand why you're upset with us! There has been an increase in the ticket volume which is why our response time is a bit longer. We sent you an e-mail, and hope to resolve it promptly and accurately.
Jennifer S.
Pictures have been approved but still waiting for an update on shipping. It has been over a week since pictures were approved. I have tried to contact customer support multiple times but have yet to receive an answer, other than feel free to edit your review.
Response from West & WillowDec 5, 2020
Hello Jennifer, We are truly sorry to hear you had this experience with receiving your order. I am sending an email to the address on your order.
Christine C.
Not as user friendly. With the amount of money I’m spending you should really offer a preview or even the option to get a preview emailed before printing and shipping.
Response from West & WillowDec 3, 2020
Hello Christine, In an effort to get your order to you as efficiently as possible, we do not order artwork previews. Guaranteed though that we have extremely talented designers that will bring out the best of your pet. 👍🏼
KMNC
I had seen many ads for West & Willow pet portraits and was super excited to order for my dog lover friends for the holiday's. I placed an order for 3 large prints, I added the "Skip The Line Option" an added fee mind you. After 2 weeks and no communication of order fulfillment or shipment I went to West and Willow website to get a contact # for Customer Service. To my surprise, no # listed only an e-mail. I sent an e-mail asking for an update and it was a automated response from "Ralph"..."It takes awhile for purrfection and my order was sill in production." I have received no proof to review no additional details of my order and feeling frustrated by the lack of communication. These prints are not cheap. I also wanted to do a print for my daughter of her new puppy but based on this process & company I looked elsewhere and found a similar company that does Canvas prints, honestly it was cheaper, I received a proof within 24hrs and my order arrived yesterday (6 days after I placed the order). While the website for West & Willow appear to look like a quality company, their customer service and processing time is just not worth it if you want your prints in a timely fashion.
Response from West & WillowDec 3, 2020
Hello Kimberly, 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.
Genie R.
Poor communication about the timeline for my actual order. It’s been over a week without any update on my portrait, only annoying spam emails to buy more products.
Response from West & WillowDec 3, 2020
Hello Genie, Thanks for bringing this to our attention! We would like the opportunity to investigate your feedback further. We just sent an email to the address on file. Please get back with us at your earliest convenience.
Lauren K.
No one has updated me on my order. I paid for expedited processing and it arrived shattered. This was supposed to be a gift.
Response from West & WillowDec 2, 2020
Hello Lauren, 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.
Amy A.
I’ve tried multiple times to contact someone about a change in my order that I noticed within minutes of submitting. It’s been thee days but I haven’t heard back and now I am afraid it’s now too late to change the picture size. There’s no 800# to call. Just an request to be contacted.
Response from West & WillowDec 1, 2020
Hello Amy, 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!
