West & WillowIt'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.
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Jessica
I haven't received anything and don't have a tracking #.
Response from West & WillowDec 10, 2025
Hello Jessica, We apologize for the confusion and frustration. Your order is currently in production, which is why tracking hasn’t been issued yet. Once it ships, you’ll receive an email with the tracking details.
Madeline J.
Have not received order yet
Response from West & WillowDec 10, 2025
Hello Madeline, According to the tracking information, the order has been delivered. If you’re having trouble locating it, please reach out to our support team and we’ll be happy to help look into this with you.
nick W.
sent me a photo of my dog with 1 eye & won’t replace it
Response from West & WillowDec 10, 2025
Hello Nick, We’re sorry for the experience. Our team is already actively engaged and working with you on this issue to help get it resolved. 💛
Kami S.
I ordered one of my 2 dogs, and I received one with a cat named Cheeseburger. I reached out but haven't heard back.
Response from West & WillowDec 10, 2025
Hello Kami, So sorry about the mix-up! Our team emailed you last Friday and is just waiting on your response. Please check your spam folder and we’ll get this fixed right away. 💛
Miranda C.
Did not look like my dog at all. Very un happy and now stuck with item
Response from West & WillowDec 8, 2025
Hello Miranda, I’m really sorry to hear you were disappointed with your recent order. We completely understand how important it is to get your order in perfect condition and I’m really sorry we missed the mark on this! We just sent an email to make things right. ❤️ Looking forward to your reply!
Alicia Morin D.
I’m reaching out again regarding my damaged order. Although I was informed that a replacement has been sent, I had clearly requested a partial refund instead, as only the frame was damaged and the photo itself was usable. The event I needed this gift for has already passed, so I purchased a new frame locally and kept the original photo. If I end up receiving the replacement, I’m unsure what I’m supposed to do with it, and it feels like an unnecessary waste. Despite sending multiple follow-up emails, I have not received any response other than the automated notice informing me a replacement would be shipped. I specifically asked several times not to have a replacement sent, yet no one acknowledged my request. There is also no phone number available to speak with someone directly, which is disappointing considering this is my third order with your company. Unfortunately, due to the poor communication and lack of support, I am very dissatisfied and do not feel confident ordering again in the future. I would still appreciate a resolution and a partial refund for the inconvenience. Thank you.
Response from West & WillowDec 8, 2025
Hello Alicia, We apologize for what happened. I’m glad to see this has already been sorted by our team, but if there’s anything else you need, we’re always here to help. Thank you for trusting us to make it right ❤️
Leslie R.
My item arrived damaged.
Response from West & WillowDec 8, 2025
Hello Leslie, We’re very sorry your item arrived damaged and apologize for the inconvenience. A form has been sent so we can process your replacement as quickly as possible. Thank you for your patience.
Disappointed C.
Not a very good experience.. I never received my digital download that I paid for.. tried contacting the company 2 times to find out where it was and all they could say was they will look into it..
Response from West & WillowDec 8, 2025
Hello Fritz, Thank you for sharing this, and I’m really sorry for the frustration. Your digital download has already been sent to the email on your order, but it may have landed in your spam, junk, or promotions folder—please take a quick look there. If you still don’t see it, reply to our last email and we’ll resend it right away.
