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
Renee W.
No communication after order is placed.
Response from West & WillowSep 24, 2020
Hello Renee We certainly understand why you are so upset with us! We aim for 100% customer happiness and will check this for you/ Check your inbox for an email from us about this.
StacTom
The first one I received had a flaw in it and a big white spot that the ink didn’t cover right by the dogs eye. I was giving this to someone for their bday that had just lost their dog - so I paid for skip the line to make sure that I had it in time, but when I received it, it was flawed. (Had anyone looked at this before it was sent out, they would have seen this). I also never received the digital copy - and had to email and ask for that. Then, they agreed to make it right (wouldn’t receive it in time for the bday party) - and they sent me the new digital copy - after I asked for it three times. Then I received the replacement in the mail, and the corner of the frame was damaged. I’m over all of it. I don’t want to wait for another copy, or a replacement. I just want my money refunded so I can go elsewhere.
Response from West & WillowSep 23, 2020
Hi Stacey, 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 sent you an email to the address on your account now to get this resolved.
Jordan J.
How are you asking for a review right after ordering when I haven’t received my order yet? I haven’t even gotten shipping notification and it’s been 11 days. Is this a legitimate company or product?
Response from West & WillowSep 23, 2020
Hello Jordan, We are so sorry for the delay! Sometimes we go through a few edits before the final illustration is approved. Rest assured that we will notify you as soon as it ships out.
Aneka
I have enquired numerous time regarding my order no communication at all. Still have yet to receive my order which was placed early August. Would not recommend this company as I’m without my purchased item and no refund or communication has been done.
Response from West & WillowSep 23, 2020
Hello Aneka, 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.
Friend of T.
I placed an order for my friends 50th birthday. The picture came and disappointed is not the word! The picture cost me £57 and it looks so cheap, I’m too ashamed to give it to her. I have emailed West & Wellow but they haven’t replied to me! I would NOT recommend!! Following this review, I received an email back from West & Wellow. I gave the details of my order as requested, told them I would like a refund as the picture is not the quality expected for the price paid and does not reflect the quality described in their advertisement and as yet I have heard nothing back!
Response from West & WillowSep 19, 2020
Hi Samantha, We sincerely apologize that you are unhappy with the quality of your artwork. Your satisfaction is our top priority so we'd love to make this right with a new piece of artwork. One of our support already replied to the e-mail you sent. Kindly check your spam or junk folder to see the next steps. Thank you for the patience!
Krist
Didn’t even get my item and you’re asking me for a review? It’s lost in transit and you want me to just wait so ok here’s my review.
Response from West & WillowSep 17, 2020
Hi Krist, Oh no! This isn't good. Our shipping specialist would like to investigate this for you. We just sent an email to you with more information.
Karen
The item was not as expected. I sent an email over a week ago asking someone to contact me to discuss. I have not heard back from anyone. Not impressed.
Response from West & WillowSep 17, 2020
Hi Karen, We're sorry to hear you are unhappy with your artwork! I have checked the e-mail you sent, and one of our customer support already replied. Kindly check your junk or spam for the next step. Thank you so much for the patience!
Libby M.
After seeing examples of the dog pictures and reading that artists create this portrait of your pet, I’m disappointed with what I received. It’s clearly not done by a human being as my dog looks gray rather than buff or blonde. If there was a question regarding the color based on photo quality etc, I would think some communication would have happened between the company and the customer.
Response from West & WillowSep 16, 2020
Hello Libby, We're sorry to hear you are unhappy with your artwork! Different factors can affect the final outcome including shadows or filters on photos. That being said, we will be happy to work with you on a revision. Please look for an email from us about next steps.
