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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Mitti
Sorry… still 3 ⭐️…. not easy to order.. 😭
Response from West & WillowSep 22, 2021
Hello Mitti, 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 now to resolve this. Again, thank you for your feedback!
Kate B.
Picture turned out well and shipping time was great. Our only complaint is that our cats unique looking nose (some pink on black) was not included. Nearly perfect minus that detail. UPDATE: West and Willow has excellent customer service. They immediately reached out to me to correct the nose detail and got me a replacement within days. Now we have a spitting image of our guy to help in remembering him! Would highly recommend!
Response from West & WillowSep 13, 2021
Hi Kate, 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.
LunaInkyPuma
Portrait was lovely but digital download didn’t arrive and working through email only customer service was slow and still hasn’t been resolved. A confusing customer experience but nice core product.
Response from West & WillowSep 13, 2021
Hello there! Thank you for letting us know about this. We apologize if your experience was not of the quality you expected. I have found several email threads with yourself, 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.
PRizz
I received a text for 20% off. I put in my order and the site said the code didn’t work. I emailed you and you sent me a 10% code - not the 20% off like I asked for. I was ready to give up and give someone else my business. 7 hours later, I received another text with 20% off. I FINALLY got it to work! Communication with you is not easy. You may want to look into that. You could lose many sales that way. You almost lost mine.
Response from West & WillowSep 8, 2021
Hi PRizz, We want our customers to be 100% happy with their order and our service. It definitely sounds like we could have done better for you! Please check your email for an email about this.
Brent C.
Love the product, but I had a coupon code for a free mug that was giving me 10% instead of a free mug. Emailed customer service twice and included pictures of both my code and the shopping cart. The last answer I got from CS was to delete the code and enter “the other one”. I finally gave up and used the 20% off code I received earlier in the day. I would rather have had the free mug but both codes expired tonight and I couldn’t wait on CS to figure it out.
Response from West & WillowSep 7, 2021
Hello Brent, 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.
apennington44
It would be nice to see a preview of the product..
Response from West & WillowAug 27, 2021
Hello there! Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
Recent C.
Customer service is okay. The glass came very scratched up which was disappointing given the price. The shipping and production was much quicker than expected!
Response from West & WillowAug 21, 2021
Hello there! Oh, I'm so sorry about that! We aim for 100% customer happiness and will fix this right away. Check your email for an email from us about this.
Charles T.
Tried getting the free mug as advertised and the system wouldn't allow me to get the discount as check out.
Response from West & WillowAug 17, 2021
Hello Charles, 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.
