West & WillowReviews of westandwillow.com

I ordered a ring that says "Rusty" in script lettering. The mock photo had a capital R and lower case usty, exactly as I had typed it in. However it arrived in all caps and the T looks more like a J. This was supposed to be a Christmas present and I'm so disappointed. If I had wanted all caps, I would have choose block lettering. Also, it is not engraved like the photos imply. It is lasered printed and almost impossible to see due to it being so faint. The ring itself is cute and of good quality, but if you are ordering for the customization, I'd look for something else.

Terrible quality item- this looked like cheap AI created art. After being a West and Willow customer for years, I will never ever order from them again. I made good-faith attempts to resolve this issue for weeks and get a replacement, only to be ignored by the service team for days and weeks on end. Abysmal service and complete disregard for a long time customer. Never ever ever order from this company. I am now in the middle of a dispute with my bank to be refunded and West and Willow is totally unresponsive on that front as well.

I placed an order 11/29 and received confirmation of my order. Which stated I'd receive an update to my order in 5 to 7 days which I never received.As of today, 12/19 I have not received the order and no option to track it in their website. When I use a link they emailed me to track the order it redirects me to a third party app which when I click on that it only takes me to the website and does not track my order. Not very customer friendly. Very sad as this was a gift.

I ordered 3 mugs with my pet’s picture on them on Nov 11, 2025. On Wednesday Dec 17, 2025 I received an email from West & Willow stating my order has been canceled at my request. I NEVER CANCELED THE ORDER. I’ve been patiently waiting for a month to receive the mugs to give as Christmas gifts. ZERO STAR SERVICE. Customers consider before ordering!

I ordered custom pajamas as a Christmas gift for my wife, featuring our three dogs. I uploaded a print-ready, high-quality illustration with all three dogs already composed in a single image. All 3 dogs were nicely balanced, centered, and would have been a slam dunk to create the pattern to repeat across the garment. The problem: Even though the artwork I provided was already illustrated and ready to print, I was told they “cannot illustrate from another artwork,” despite the fact that no illustration work was required. I was also told their system “isn’t configured” to handle images with more than one dog, even though my artwork would have been no harder to patternize than a single illustration from their artists. I tried to understand the actual limitation, but the response never moved beyond rigid policy enforcement: one dog only, no exceptions, with no effort to adapt or help. If you’re looking for a company that prioritizes rules over common sense and customer satisfaction, this is it. Otherwise, look elsewhere. The only positive: at least they emailed me within 24 hours of placing the order!

You didn’t ship me my product that I paid for

The picture of the dog looks nothing like the picture I sent.

I submitted a photo of the full body of my dog sitting down and received a small pillow of his face only. The pillow was so small it fit in my mailbox No where in the ordering process was I notified that this would be face only. I sent an email explaining this and I was offered a 15% discount to place another order. That makes no sense. This was a Christmas presents I would be glad to send back the pillow but that isn’t an option since it’s customized. They offered no other solution.