Great
Based on 18,273 reviews
West & Willow4.1Honesty, pricing, process and quality scores appear once 5 customers have rated them.
It'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 Folks Told, with an average rating of 4.1 out of 5.
18,273 approved reviews, newest moderated first
Norma
The purchase was a birthday gift for my daughter. Her dog, Sasha, recently passed. The painting was an excellent opportunity to capture both Sasha and Rocky as they were while Sasha was alive, an inseparable pair. My daughter was so happy with her gift, and we were impressed with the artist's exceptional creativity and quality work. The frame is beautiful. Thank you for your prompt delivery and excellent service!
Ben
First order came with the dog having only one eye. Still waiting on my order 1+ month in.
Reply from West & WillowAug 13, 2024
Hi Ben, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We want 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.
Sara C.
I ordered two pictures and the second one has a dent in the frame. It also looks like the picture itself has a blemish, like a finger pushed the paper.
Reply from West & WillowAug 13, 2024
Hi Sara, 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.
Ellie
The picture of our dog was perfect and looks great. We have another portrait of our other dog that is also perfect. However, this one came in a frame that does not lay flat against the wall. For as much as we spent on this portrait, we would have really liked it to come with a nice frame that is not broken. EDIT: West and Willow shipped us a new item for free with a fixed frame! Great customer service, easy to fix, would order again!
Reply from West & WillowAug 13, 2024
Hi Ellie, 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.
Kayla W.
Looks exactly as described and I received it within 10 days.
Melissa J.
I absolutely love it! What a fun way to capture the character of my animals! I have one of my dog and one of my cat. It shows their personality, their uniqueness, and their gosh darn cuteness! Thank you so much.
Reply from West & WillowAug 13, 2024
Hi Melissa, Thank you so much for the kind words! Reading this totally made our day. 😊
Lovetoshop
Buyer beware! Finished product (when it finally arrived ) very disappointing. Customer service makes promises they do not keep. A total waster of money. No rendering before hand and a sub par product I am now left to fight for a refund and no one has responded . Addendum 8/13 Response (automated) after several more weeks… Thank you so much for sharing your thoughts. I understand your frustration and apologize for the delay. I've checked on our end, and unfortunately, the refund option isn't available due to a dispute with PayPal. We're waiting for their response to resolve the issue. As soon as we receive their response, we'll be able to move forward with the next steps. Please know that we're committed to making things right, and I'm here to help you through this process. I appreciate your patience and understanding in this matter. Once we receive PayPal's response, we'll work together to get your refund. Thank you for your continued communication. Camille 🐾 West & Willow Customer Support Team On Mon, Aug 05, 2024, at 04:> wrote: Hi Camille, Thanks for reaching out but this is way too long . The event happened, I was gift-less and spent way too much time, money and energy on this. I am again respectfully asking for a refund. We are now approaching the two month mark. I have numerous emails and weeks and weeks of apologies and no resolve. Jeramy has disappeared after promise of resolve weeks ago. I have sent this to my CC and have all documentation of back and fourth, empty Promises etc… so let’s save additional time on both ends. I have given this way longer than I should have to. Thank you
Reply from West & WillowAug 13, 2024
Hi and thank you for reaching out to West & Willow! Your request has been received and is in the queue to be answered within the next 1-3 days. We are currently experiencing a very high demand for customer service, but please note that we will get to you and we will provide the highest level of customer service. We assure you that we will respond as soon as possible. Are you unhappy with your completed artwork or did your order arrived damaged? We'll be happy to replace it. Please complete this form: https://airtable.com/shrBqXZhp3VYK94CP and expect an email within 48 hours. Please note that all artwork issues and damaged orders must be processed on this form. In order to get your replacement processed ASAP, please complete the form as soon as you can. Looking for your digital file? Our system experienced an outage and a few customers never received their emails - we will send them to you manually. In the meantime, check out some of our top questions and answers below. How long will it take for me to receive my order?: https://westandwillow.com/policies/shipping-policy Orders typically arrive within 2-3 weeks. I'm not sure if my photo will work.: https://westandwillow.com/pages/image-guidelines We can work with most photos! Please upload your best option based on guidance on our image guidelines page: https://westandwillow.com/pages/image-guidelines. Don't worry, if your photo will not make a good illustration for any reason, we will reach out. Can I cancel or make changes to my order?: https://westandwillow.com/pages/contact-us/# We can usually cancel an order or update an address within 30 minutes of it being placed. After 30 minutes cancellations or address updates can no longer be made. Please note, in some cases, changes may result in shipping delays. Cancelation requests within 30 minutes of the order being placed will always be honored. Color, size, and photo updates cannot be made after an order is placed in most cases. If any of this information answers your question or if you have already completed the replacement form, please respond back to this ticket with the word CLOSE
Jessica M.
This was our third pet portrait that we have had done and everyone has been perfection!
