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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Andrew B.
It's been over two months and still haven't received my order.
Response from West & WillowAug 19, 2020
Hello Andrew, Unfortunately we did experience some transit issues due to COVID. We are not trying to make an excuse and definitely understand your frustration. Please allow us a chance to help with this. Our Shipping Team is already taking care of this for you.
Emma B.
I ordered a single pet portrait and a double pet portrait in early April, both with digital copies. So far I've only received the single pet portrait months ago and theres no info on the double pet portrait, as if its been totally ignored, same for the digital copies. I've tried emailing, messaging on instagram multiple times. I've even commented twice (one today), and the comment I wrote about over a month ago got deleted. It's really disappointing as the print I did receive is amazing. I hope they sort this issue out
Response from West & WillowAug 19, 2020
Hi Emma! We hate to hear that you had this experience with us! We want to make things right! Kindly respond to our request, and we'll sort this out further.
Taylor
I bought this for my Mom’s birthday and it looked absolutely nothing like our dog. I contacted customer support to have it fixed. Some times I would receive an updated portrait 3 days later, other times I would have to reach out to them after 2 weeks without being contacted. It’s been two months with multiple portraits that didn’t resemble my dog and finally just asked for my money to be refunded.
Response from West & WillowAug 18, 2020
Hi Taylor, We want our customers to be 100% happy with their order and our service. We hate that the portrait didn't meet your expectations. We have sent you an e-mail to address this further.
GW
Ordered in April and have been following up monthly only to be repeatedly told by customer service reps that the delay in shipping was COVID-19 related despite this clearly not being the case for such a lengthy delay. Finally in mid August I was put in touch with the shipping department who were very helpful and confirmed my suspicions that my parcel had been lost and arranged for re-shipment.
Response from West & WillowAug 18, 2020
Hello there! Unfortunately we did experience some transit issues due to COVID. We are not trying to make an excuse and definitely understand your frustration. Please allow us a chance to help with this. Our Shipping Expert will make sure that this will sorted once and for all. Thank you for the patience!
Susan K.
I ordered a print in May it’s now August. I have sent about 10 emails and no one will take responsibility and tell me it’s lost. No follow up. I’m ow chasing a refund and no one is replying. Buyers Beware
Response from West & WillowAug 16, 2020
Hi Susan! We are so bummed to hear that you have waited this long. We love to make this right! Kindly respond to our request in your most convenient time so we can sort this out for you.
Kerri
I was really interested in this concept and really excited about purchasing one. I have a family member that did one not too long. I understand with covid the high volume of orders. However, to not be able to get a response back when email is the only option is a bit frustrating. After waiting to hear back I lost interest.
Response from West & WillowAug 13, 2020
Hi Kerri! We also have our chat support available on the website where you can get faster reply. We also sent you an e-mail to address this. Please check it in your most convenient time.
Vince M.
Waited forever. Pic is amazing, but bent in areas. I think we will just have to cut it to get rid of the krinkled area.
Response from West & WillowAug 13, 2020
Hi Vince, 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.
Edward B.
Would not recommend - overpriced, overrated, and unprofessional. My initial order came in April and I immediately contacted support to let them know I was unhappy with the portrait of my two dogs because they depicted my chihuahua unusually massive next to my American bulldog. I was also unhappy with the low quality of the frame considering I paid close to $130; however, I decided not to dispute it since I just wanted the portrait fixed. They responded that they would send another portrait and yet I have not received anything 4 months later. Do not waste your time and money! There are hundreds of shops of Etsy that provide much better service for dog portraits.
Response from West & WillowAug 15, 2020
Hi Edward! We hate to hear that your order quality was not perfect! Kindly respond to our request, and we'll be more than happy to get this sorted for you.
