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.
Showing 893 reviews with 2 stars · Clear filters
Nancy M.
The picture is good but the frame doesn’t fit - it’s too big and is not pieced together.
Reply from West & WillowJan 4, 2023
Hi Nancy, We hate to hear that your order's quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
Ryan M.
I ordered a digital portrait with my order a few weeks ago. A few days ago I got an email confirming the picture was ready for digital download. I opened the email, and all it said was I could buy another digital portrait. No digital file was included in my order, although I paid extra for it. Very disappointed.
Reply from West & WillowJan 4, 2023
Hi Ryan, 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.
John M.
Portrait frame was scratched, first letter of my pets name Jonah looks like an I. And the colors are not exact to the photo I provided. I have tried to contact West and Willow without any return success. I also ordered a digital copy for $8.00 which was never provided.
Reply from West & WillowJan 4, 2023
Hi John, We're sorry to hear you are unhappy with your artwork! Different factors can affect the final outcome, including shadows or filters on photos. That being said, we will be happy to work with you on a revision. Please look for an email from us about the next steps.
Kathy E.
Sent picture and colors were no correct . White hair came out tan .. reached out to customer service and there said they would redo ! I approved a proof .. the final picture was sent an it was not the same as the proof . An older dog with white hair was make to look younger !! Totally disappointed!!
Reply from West & WillowJan 4, 2023
Hi Kathy, 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.
Jamie
I ordered my items prior to the cut off date for Christmas gifts and have not received my order. Its not even stating that the order has been shipped and Christmas Day is tomorrow. Disappointed to say the least! And I have sent communication and received no responses!
Reply from West & WillowJan 3, 2023
Hi Jamie, We are very sorry about that. Upon checking, your order is on its way! Please check your email for the tracking details.
Glen
Happy with the printed product, but still haven’t received the digital download. Christmas rush? Maybe. The digital download seems like the easier to deliver, though, so I don’t know. A claim was made that they have had some trouble with their delivery of digital downloads, but that was buried in an email I would never have read had I not been looking for some information, as I haven’t heard back about my order after inquiring. Delivering a digital product is pretty rudimentary, these days. As are the fixes.
Reply from West & WillowJan 3, 2023
Hello Glen, 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.
kaitlin M.
Initially I would have given a much better review, even though there was an issue with my first order. I was Initially responded to when I asked for help correcting an issue, promptly shown a revision and was spoken to with care and concern. Since the review though there is been no follow through, no tracking number issued, no eta on replacement, and no response to a weeks worth of emails to inquire if my replacement will make it in time.
Reply from West & WillowJan 3, 2023
Hi Kaitlin, We are sorry about that. Upon checking, your replacement order is on its way! Please check your email for the tracking details.
Matthew B.
Received my order confirmation and never got any tracking info. Requested tracking info and never heard back.
Reply from West & WillowJan 3, 2023
Hi Matthew, We are sorry about that. Upon checking, your order is on its way! Please check your email for the tracking details.
