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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Melody A.
Were mailed the wrong pet. Expecting my two cats Max and Ruby and got a cute yellow lab named Douglas.
Response from West & WillowNov 22, 2020
Hello Melody, 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.
Amanda W.
I’ve been really disappointed and shocked at my experience. I placed an order on October 26th and read on the website that orders ship in 7-10 business days. After 14 business days, I reached out as I had no information on the item shipping. I received an email that said the company just realized yesterday there was a problem loading your image and that the email went to junk/trash. Why did it take 13 business days for the company to look at the image and start the process when the item should have already been shipped? How would a customer know the company’s emails go to junk/trash. When I explained my frustration in messages, I was told the company had no phone service. So.. I just paid money for a product and then the company just can’t get ahold of a customer and that’s it? In messaging with an employee, my now very delayed order was in no way a priority. I asked for it to be expedited and was told “it depends on our production.” Horrendous customer service. There has been very little apology or effort to make things right. I see adds constantly on social media and am tempted to share my honest experience so others can be aware.
Response from West & WillowNov 20, 2020
Hello Amanda, Thanks for sharing your feedback! We previously sent you an email as the initial photo you sent didn't meet our image guidelines. However, it looks like the e-mail we sent you went to your junk or spam folder. We are truly sorry for this misunderstanding. Kindly check your junk or spam folder as we will make sure that we won't fail you this time. Thank you for bearing with us!
Taylor C.
The portrait arrived bent and creased
Response from West & WillowNov 19, 2020
Hi Taylor, We want our customers to be 100% happy with their order and our service. It definitely sounds like we could have done better for you! Please check your email for an email about this.
kc
I never received a conformation email for my product. I ordered the product 3 weeks ago and have not heard anything back from the support people of the company. I do not recommend ordering from this company.
Response from West & WillowNov 19, 2020
Hello KC. We totally understand why you are upset with us! I have checked your order, and I can see that we are waiting to confirm you pet's name. Would you be able to check your junk or spam folder please? Sometimes they like to eat our emails!
Claudia A.
I’m extremely disappointed. I received the wrong order (someone else’s pet portrait) which means someone received my portrait. I have reached out to customer service on how to rectify the issue, but who knows how long it will take to get the correct order.
Response from West & WillowNov 19, 2020
Hi Claudia, 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.
Angie S.
I don't have my order yet how can I leave a review?
Response from West & WillowNov 22, 2020
Hello Angie, Thanks for feedback! The review can also be about the order process, or your experience so far with West & Willow, but we totally understand if you want to wait for the portrait first! In the meantime, we sent you an email for the latest on your order. 👍
P.K
Horrible customer service. Both two frames, paid for the skip the line option and digital downloads for both but never heard back about any updates. It’s been over three weeks and I emailed them for an update and no one has gotten back to me yet. Incredibly disappointed as these pictures I ordered are of my dog that recently passed away. Wanted something to remember him by but instead have had poor service with these folks. It’s very expensive so I regret the purchase; so incredibly disappointed and would not recommend at all.
Response from West & WillowNov 18, 2020
Hi P.K, 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.
Christa C.
I had ordered a custom picture for my best friend, who had to put her 16 year old King Charles Spaniel named Sydney to sleep recently. I had paid extra to skip the line and even included tip, only to find out that my best friend opened the package to a completely different dog’s picture, a German Shepard named Oakley. Don’t get me wrong, the quality of the picture is great but it’s not what I ordered.
Response from West & WillowNov 18, 2020
Hello Christa, 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!
