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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Anita A.
First I ordered a sage background which I received but then the color of my dog which is a light brown is so off he looks sage too! In addition, I ordered a brown frame and received a black one. Very disappointed!
Response from West & WillowFeb 14, 2024
Hello Anita, 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.
Jennifer D.
I ordered my prints on December 22 and haven’t even received them yet. Also, I emailed to get an update and got one response saying they were experiencing a higher amount of orders.
Response from West & WillowFeb 14, 2024
Hello Jennifer, 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.
Nancy
The frame fell apart the moment she opened her gift. West & Willow replaced it, but the new frame is almost as bad- the frame came apart at the bottom, again as soon as it was opened. I’ve ordered from West & Willow twice before and never had this issue; are you using a new vendor for your frames? If so, their quality is not up to par. Now I’ll have to spend more $ to get a new frame. Ugh
Response from West & WillowFeb 14, 2024
Hi Nancy, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We would like the opportunity to investigate your feedback further.
Tiffany S.
I am still waiting on my order placed over 4 weeks ago. Customer service apologized for the delay and sent me the digital copy of my portrait. I don’t think it looks anything like my dog. What bothers me the most is that at check out they asked if I wanted to tip the employees. So now they want tips for buying products online. That’s ridiculous!!
Response from West & WillowFeb 12, 2024
Hi Tiffany, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We would like the opportunity to investigate your feedback further.
OM
Strongly advise using another service Unfortunately, I have not yet received my final order after 2 months. I received an incorrect item 1 month ago. I currently have an email thread with customer service up to 20 emails. I had to follow up multiple times requesting updates and shipping information.
Response from West & WillowFeb 12, 2024
Hi OnKee, I have found a number of email threads with you, all of which have been responded to. We use a ticketing system to ensure nothing gets missed, but I do not doubt what you are saying, and I apologize as our system must have failed us on this occasion. We would like the opportunity to investigate your feedback further.
brian B.
Your having me wait another 3 weeks for a damaged product that was damaged PRIOR to shipping as well as during shipping!!!!
Response from West & WillowFeb 12, 2024
Hello Brian, 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.
Whitney T.
Ordered first week of December for a Christmas gift for a family member. I received the picture quick but it had the wrong name, mistake on their behalf. I messaged right away. Got a message back apologizing and that they would fix it. Well today is January 9, 2024 and I still have not received the corrected picture. I have emailed numerous times and nothing has been offered in taking forever to get my correct picture.
Response from West & WillowFeb 8, 2024
Hi Whitney, 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.
Jane D.
Received a graphic that looks like I plugged a photo into AI and I had to wait almost a week after delivery and multiple emails to get the digital copy I also bought. They redid it a little better but still not very custom and was sent it as a sticker, not digital copy supposed to be with the name and background. For almost a hundred dollars it’s super cheap quality and still haven’t received my actual digital copy or physical over a month and a half later. Wish I didn’t buy and will have to wait to see if they actually send it to me.
Response from West & WillowFeb 8, 2024
Hi Jane, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We would like the opportunity to investigate your feedback further.
