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
Janette
Never emailed me back. I put in the wrong address and I emailed and DM on Instagram and never received a response.
Response from West & WillowNov 12, 2020
Hello Janette, 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. Kindly check your junk or spam folder.
Candice
Ordered this as a gift for a friend who’s dog passed away. I expected a beautifully framed portrait but received a cheap pressboard frame with plastic instead of a nice hardwood and glass frame as expected. Defiantly not worth the $108 it cost me. I didn’t receive the digital copy of the art I paid for either. I let them know that i was unhappy with the purchase and received a copy and paste response asking if it arrived damaged. My request for a refund hasn’t been answered. No where to leave a review on the website so it’s no wonder they have all 5 star reviews. Save your money! Very disappointed in this company.
Response from West & WillowNov 12, 2020
Hi Candice, 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!
Eduardo G.
Worst customer service. Do not respond to your questions and give you a half of your order.
Response from West & WillowNov 15, 2020
Hi Eduardo, We are sorry that your experience didn’t quite match your expectations. We would love to know why, so that we can deliver a better experience. We have sent you e-mails to work on this. Can you kindly check your junk or spam folder please?
ChEv
The site states on multiple places that you will be seen the proof before it is finalized and that never happened. I even put a special note in my order (because I was a little skeptical) and sure enough, my product shipped and I was NEVER notified, emailed, messaged, nothing... that they were going to review with me. Utter failure. Now I have something I didn't approve of. Complete waste of time/money.
Response from West & WillowNov 7, 2020
Hello CheV, Thank you for letting us know about this. In an effort to get your order to you as efficiently as possible, we do not order artwork previews. This information can be seen on our websites FAQ. Please see link https://westandwillow.com/a/faq However, we apologize if the portrait 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.
Tiffany B.
I haven’t gotten any update on my order, haven’t gotten it in the mail.
Response from West & WillowNov 7, 2020
Hi Tiffany, We’re sorry your experience didn’t match your expectations. We are reviewing your order now, and sent you an e-mail to give you further information.
Joey C.
I placed an order for around £130. It never arrived. Customer services offered no explanation and refused to refund the purchase. There is no option to call and you will only get emails with copy and pasted answers from customer services.
Response from West & WillowNov 6, 2020
Hello Joey, This isn't good. Our shipping specialist would like to investigate this for you. We'll be more than happy to check this for you. Kindly reply to our DM with your order details.
Monique
While tracking my order, UPS indicated that the package was damaged and would notify the seller. After reaching out to West & Willow inquiring about the damage reported per the tracking info, I received a response saying to get excited because my order shipped and I can track it using the link provided. So they clearly did not read my message or look into the issue before responding. Not only was I the one to have to reach out to West & Willow regarding my damaged order, but they also overlooked my inquiry and sent a careless response. The shipping hiccups were not the issue. It is the lack of communication and carelessness in responding to customer concerns.
Response from West & WillowNov 4, 2020
Hello Monique, I am truly sorry about this experience! I have checked the e-mail, and I can see that it was from our automated system. On the same thread, one of our team members reached out, and arranged a replacement for you. We have sent you another e-mail for more information. Kindly get back to us in your earliest convenience. Thank you!
........
The printable result was fantastic still waiting for the framed one to come, loosing my first order was a bit of a hassle trying to sort that out ! However it was dealt with really professionally in the end and the picture could not be more accurate of our gorgeous boy Bailey!
Response from West & WillowNov 4, 2020
Hello there, We are really glad that we were able to resolved that issues for you. Based on the star rating you provided, we would love to check further if there's anything else that we can do to turn things around. We are sending you an e-mail to investigate your feedback further. Kindly get back to us in your earliest convenience.
