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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JEAN D.
Not sure yet I see $152 on my credit card on 10/29/2022 and another one on 11/01/ 2022 why? I just have one order….
Response from West & WillowNov 4, 2022
Hi Jean, We would like the opportunity to investigate your feedback further. We just sent an email to the address on file. Please get back to us at your earliest convenience.
Sarah K.
Can’t wait to give this to my mum for her birthday. She’s gonna love it thank you. Was really easy to customise
Response from West & WillowNov 4, 2022
Hi Sarah, Our goal is to provide 100% customer satisfaction, and knowing that we were able to provide you with one really made our day! Rest assured that we will make sure that you will get your pet's portrait! 😊
Tyler G.
Ordered my portrait October 9th, paid for the “front of the line” option. They say that the portrait will be received within 2-3 weeks. Did not receive a shipping confirmation. Emailed support The 25th for updates, and was told it was in the final stage before shipment and would receive an email when it ships soon. Support has been very nice and I understand they want to make sure it turns out correct, but they never asked for any other pictures, and I would appreciate updates on it especially 3 full weeks after my order date with nothing. Still have not received an update on shipping. Update: my order did arrive, and I am happy with the product overall. I did have to email support again to receive my digital portrait after waiting another week after my physical delivery. The portrait is great and I’m happy with the product, but not with the time that it took especially after paying extra to receive it earlier than the dates they state it would take to be delivered. Portrait: is great, it was a gift and the recipient loves it. Customer support: amazing, I worked with Maria and she was very helpful throughout. Time: not good, they state will be delivered within 2 weeks, I paid extra to get mine earlier and It took about a month before I received my portrait and another week to get my digital version. I never got updated until I emailed support. If needed I wouldn’t mind ordering from West & Willow again but wouldn’t pay the extra for the front of the line to get it earlier.
Response from West & WillowNov 3, 2022
Hi Tyler, We’re sorry to hear that your experience was less than satisfactory. Upon checking, your order was already shipped. We just sent an email to you with more information.
Richard M.
Long on customer service reach out
Response from West & WillowNov 2, 2022
Hi Richard, We set a high standard for our services, and we’re so sorry to hear this was not met in your interaction with us.
Elizabeth T.
UPDATE: West and willow came through! After the review I originally posted they responded and worked quickly to get my order shipped! I have already placed another order which has already shipped! Happy Customer now! I ordered my pet portraits 5 weeks ago. The order status has said “preparing to ship” for a few weeks. Emails to customer service go unanswered. They have finally responded to my Instagram call out but still telling me my order is preparing to ship. This was an extremely poor experience. I can’t speak for the product yet but customer service is nonexistent.
Response from West & WillowOct 28, 2022
Hi Elizabeth, Thank you for taking the time to leave your review. I am sorry to hear about this! We'd love a chance to turn this around! However, we cannot locate your account at the moment. Kindly update your review with an order number or reply to the email we sent you here. We look forward to hearing from you.
Oscar C.
easy access to site and upload
Response from West & WillowOct 28, 2022
Hi Oscar, Thank you so much for sharing your feedback! We're so glad you are satisfied with the kind of service that we provided. 😊
Donna W.
Would be nice to see a mock up of what I purchased.
Response from West & WillowOct 28, 2022
Hi Donna, Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
Erin
Would have like to option to provide more than one photo
Response from West & WillowOct 26, 2022
Hi Erin, Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
