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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Mary J.
Very frustrated with this process. I ordered a print over 5 weeks ago. The print was incorrect and when I tried to get it corrected my revised order was lost.
Response from West & WillowOct 23, 2020
Hello Mary, 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 are sending you an e-mail on the new address you provided to resolve this.
Christine Q.
One of my items has yet to be delivered and original order was placed on September 17th. You have yet to resend me a replacement of my order even after the 17 emails with regards to my picture of Sarge not being delivered. Your customer service is terrible since it’s only through email. It has been now over a month since order was placed and I have only received my photo of Henry. I am very frustrated and disappointed.
Response from West & WillowOct 24, 2020
Hello Christine, 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.
JANINE
Received my order today. Frame was broken in 3 places. It also was not the picture that I submitted just a representation of the breed. Looks like a poster put in a cheap plastic frame. Disappointed. It was supposed to be a Christmas gift for a close friend but will rethink my choices. Submitted pictures in the email. Glad I did this early. Just got a response via email and it looks like they are dodging the bullet. Sent pictures and they are saying they will send another one. No replacement just a refund. I’ve sent the pictures numerous times. A phone call would be much easier then this back and forth. Please do the right thing
Response from West & WillowOct 23, 2020
Hello Janine, We hate to hear that your order quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
Shirlette T.
I paid for an expedited delivery and I have yet to receive it, nor has anyone respond to my emails. I would like a full refund!
Response from West & WillowOct 22, 2020
Hello Shirlette, 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. Kindly check your junk or spam folder.
Yu
Nobody reply my email and I still not received my order after 3 weeks I placed my order.
Response from West & WillowOct 22, 2020
Hello Yu, 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.
Rosemary S.
Despite the website stipulating 4 weeks delivery to Australia, I have now waited 9 weeks to receive the order. West & Willow has been extremely unresponsive to my queries and I cannot even see the tracking information on the link provided. They have taken my money without providing the product. Concerned this may be a scam.
Response from West & WillowOct 22, 2020
Hello Rosemary, Oh no! This isn't good. Our shipping specialist would like to investigate this for you. Kindly help us with the order details by replying to our DM.
Patricia J T.
I haven’t heard anything about my order going out and it’s been 30 days. I’m angry.
Response from West & WillowOct 22, 2020
Hello Patricia, 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.
Klay D.
I have emailed your company 3 times requesting a modification to my order (including the day of purchase). I have not received ANY correspondence. This is miserable customer service. Please change order #103782 from charcoal to white and let me know if this can be competed.
Response from West & WillowOct 22, 2020
Hello Klay, 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 sent you an e-mail, and hope to resolve it promptly and accurately.
