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 Five Star Index, with an average rating of 4.1 out of 5.
Also known as
westandwillow.com
Website
westandwillow.com
Category
Pet Stores
Location
New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 41% of reviews.
Latest
Most recent review: October 2026.
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I bought this as a Father’s Day gift for my husband. It is a portrait picture of our fur baby. There are many company’s that offer realistic portraits of dogs and after much debate I chose West & Willow.
I was so excited for my husband to open it! When he opened it, I was a little disappointed to see the frame was black, I ordered the natural wood color.
Also on the portrait, there is a white patch of fur on my pups chest. The portrait overall looks great but it’s not a 💯 accurate to what my fur baby looks like.
Response from West & WillowJul 1, 2025
Hello Leila,
We're really sorry to hear the quality of your order wasn’t perfect!
We’d be more than happy to replace it for you.
Please check your inbox for more details—we’ve sent you an email to get this sorted.
MB
Mia B.
I’ve purchased 2 dog pictures years…
I’ve purchased 2 dog pictures years apart. I think the pictures are well done and I love the simplistic font of the names. However, I was disappointed on the frame of the first picture years back. It was twisted a tad and never hangs flush. This second picture I’ve received seems like a tougher frame.
Response from West & WillowJul 1, 2025
Hey Mia,
Thanks so much for your lovely feedback and for being a returning customer — we really appreciate it! 🐾
I’m so sorry to hear about the issue with the first frame not hanging flush. That’s definitely not what we’d want for you. We’ve already sent an email to help make things right.
Thanks again!
AM
Amanda
Disappointed
I’m a little disappointed with the drawing and the frame. I have ordered from here 3 times prior and the drawings and frames were a lot better quality. However with the one I just got I can tell not as much detail was put into it and the frame is different than my other single photo and the name of my dog is not center in the frame. :(
Response from West & WillowJul 1, 2025
Hello Amanda,
We hate to hear that the quality of your order was not perfect!
We are more than happy to get this replaced for you.
Please check your email inbox for more details.
KK
Kelly K.
Beautiful work
Beautiful work. I just wish they had sent a draft first—another company does that before final approval. Also, the description said 16x20, but it ended up being smaller. It was actually 12x15.
Response from West & WillowJul 1, 2025
Hello Kelly,
Thank you so much for your feedback—we truly appreciate it!
At the moment, we don’t have a preview system in place, but our team is actively working on internal updates based on suggestions like yours.
Regarding size, our prints are measured by the paper size, ensuring accuracy. If you believe you received the wrong size, please feel free to email us and we’ll be happy to look into it!
OL
Olivia
I wanted to love this
I love this idea so much but I feel like my photos personally don’t capture how cute my fur babies really are. My one cat doesn’t really look like the portrait. But i respect the artwork and I know it’s subjective to everyone!
Response from West & WillowJul 1, 2025
Hello Olivia,
We hate to hear that the quality of your order was not perfect!
We are more than happy to get this replaced for you.
Please check your email inbox for more details.
LY
Lynda
Final product good but process disappointing
My most recent order was my third dog portrait and the final product was great. But, I assume my order fell through the cracks and if I had not pursued it, it would likely never have arrived. Since it was a birthday present, I was disappointed that it took weeks longer to arrive than it should have. Unfortunately the frames are narrower than before so, although I ordered the same size, the new one is a bit smaller than the others. The glass (plastic) over the picture is shiny rather than the preferred matte finish of the others. The matching mug arrived late as well and it was broken. The replacement arrived quickly and is good. The personnel I was communicating with were patient and helpful with my impatience.
Response from West & WillowJul 1, 2025
Hi Lynda!
Thanks so much for your feedback—I’m so sorry again for the delays and issues, especially with it being a birthday gift. I’m really glad to hear the final portrait turned out well and that everything's now sorted ❤️
Really appreciate your patience throughout!
JD
Jennifer D.
I LOVE the product that I received
I LOVE the product that I received; however I have had no updates what so ever in my remaining purchase. I also purchased a digital download and I have received no email to explain how that works or how to access. It is a bit frustrating not knowing what’s happening with my missing products- and to be reviewing you without my order being complete.
Response from West & WillowMay 14, 2025
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
MG
Mary G.
I was overall pretty pleased except for the add on charge
I was overall pretty pleased. Maybe showing customers a proof before putting order through would be nice.
I was not please at all pleased with the adding the ONW40 charge of $8.75 to my bill for lost, protect and damage without my permission. And then I had to go and undo it to get refunded. Which thankfully I caught it.
For some reason, I was only refunded $7.00 of that $8.75 I feel like this feels very scamish and should be brought to someone's attention.
