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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Allison
I ordered my West & Willow print two weeks ago and haven’t heard a word about the status of my order or whether it has been shipped or not. I was hoping to have it by Christmas. I have emailed customer support and haven’t heard a thing back.
Response from West & WillowDec 22, 2020
Hi Allison, We would like the opportunity to investigate your feedback further. We just sent an email to the address on file. We greatly appreciate your continued patience!
Cat
Order still not picked up by UPS. It’s been sitting there since 6 December. So much for the $150 Christmas present I ordered, even though the order was placed well before global cut off. I understand the current congestion due to COVID, however an update would have been nice.
Response from West & WillowDec 18, 2020
Hi Cat, Thank you for letting us know about this. We apologize if your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. Kindly help us with the order details by replying to the DM we sent you.
Nina S.
The ordering process was very easy. And the artwork is great! The artwork looks just like the photo submitted. However, for the cost of the item, I would have expected much better quality of the frame and packaging for shipping. The frame has damage to the corners and the bracket on the back of the frame is not centered for proper hanging. The front of the frame is plastic and not glass. This is a gift and therefore very disappointing to see such poor quality of the overall product other than the portrait. The item was shipped in a larger box and only had one piece of plastic surrounding it, therefore damage to the frame could have resulted from not being wrapped properly for shipping.
Response from West & WillowDec 17, 2020
Hello Nina, We would like the opportunity to investigate your feedback further. We just sent an email to the address on file. Please get back with us at your earliest convenience.
__
Late to letting me know what was going on with my order.
Response from West & WillowDec 18, 2020
Hello there! Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. We are sending you an e-mail for an update in your order.
Kiya K.
I am frustrated. I have reached out SEVERAL times to customer support, and I keep getting the same email. UPS says my tracking number does not exist and I need to know where my package is. Ordered over a month ago and I'm worried it won't be here my Christmas!!
Response from West & WillowDec 18, 2020
Hi Kiya, 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.
Angel M.
The picture is not as I expected. It looks more animated. I thought it would look more life like. I’m disappointed.
Response from West & WillowDec 18, 2020
Hello Angel, 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.
Nicole G.
I have not received a proof or a confirmation of shipping after 10 days of ordering.
Response from West & WillowDec 17, 2020
Hello Nicole, As of the moment, we don't have a system set up for preview yet. We are still working on this possible in the future. Also, we have sent you an email for the current status of your order.
Milissa J.
My package never came. I had to reach out twice. Both time customer service told me it was on the way. I had to re-pay shipping, and still waiting for a tracking number.
Response from West & WillowDec 20, 2020
Hello Milissa, I am truly sorry to hear that you had this issue receiving your order. Since the package has been shipped to the address you provided, we are unable to process a free shipping for address errors. Our Shipping expert is already aware about this issue, and will make sure to get your order shipped this time.
