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18,273 reviews
West & WillowHonesty, 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 Rated Honest, with an average rating of 4.1 out of 5.
Showing 1,044 reviews with 3 stars · Clear filters
Trudi's M.
Posted
It took 10 attempts to get the photos uploaded
Response from West & Willow· Nov 21, 2021
Hi there! Thanks for sharing your feedback. We apologize if your experience, it was an uncommon instance. We sent you an e-mail to get this sorted. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
Jane
Posted
I thought it was only available in USD until later. Also, I don’t like the lack of confirmation email with my order details. I received a thank you email but would prefer a receipt with my order details. I have no idea how my order is going, and nowhere to check. Wish there was an option to add one more picture of my pet. Thank you.
Response from West & Willow· Nov 21, 2021
Hi Jane, 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.
Mikayla
Posted
I was very disappointed in this order as the cat’s eyes are clearly blue and the portrait arrived with brown eyes. After submitting a complaint, they were very responsive and are now redoing the portrait and mug, however it was being given as a gift so it will now be late. But late is better than wrong!
Response from West & Willow· Nov 20, 2021
Hi Mikayla, 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.
Kathryn I.
Posted
I was charged twice.
Response from West & Willow· Nov 18, 2021
Hello Kathryn, Thank you for letting us know about this. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
MJ
Posted
I was not given an option to give this as a gift! I was hoping to add a gift card and maybe gift box. And since it's a gift, I don't want them to know what I paid for it.
Response from West & Willow· Nov 18, 2021
Hi MJ, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an e-mail, and hope to resolve it promptly and accurately.
Laura M.
Posted
Ordering was easy however I asked 3 separate times with customer support on choosing an image and background that would go best with no follow up any of the times.
Response from West & Willow· Nov 11, 2021
Hi Laura, Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. Upon checking, the photo that you send was approved and I have found a number of 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.
Annie
Posted
I have not received my order yet but the ordering process was straight forward and easy to understand. 3 stars because it took a few tries before the promo code was accepted and the final prices were higher than what was originally shown. Looking forward to the final product though- I have high hopes :)
Response from West & Willow· Nov 10, 2021
Hi Annie, 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.
Jeanne A.
Posted
Well, they didn’t give me the freemug or 10% off that they promised in the advertisement that led me to their website. Very misleading. I went ahead with my purchase only because it’s a gift for my son.
Response from West & Willow· Nov 10, 2021
Hi Jeanne, Thank you for letting us know about this. 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. Kindly check your inbox for an e-mail from us.
