West & WillowReviews of westandwillow.com

4.118,273 reviews
Pet Stores
New York

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West & Willow

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About West & Willow

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.
Edits: Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score: This company cannot pay to remove reviews or change its score.

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West & Willow reviews

Showing 2,455 reviews with 1 star · Clear filters

Rebecca M.
Dec 2, 2025
Cut off, uncentered, disproportionate
Our pictures name was cut off and not centered on the white background like it’s shown in the online pics. Our dogs eyes and snout are disproportionate so she looks high. Have not heard back from customer service. Wish I could add a pic.
Response from West & WillowDec 3, 2025
Hi Rebecca! Thanks so much for taking the time to share your feedback and 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!
Ms B.
Dec 2, 2025
My RED heeler dog that was embroidered…
My RED heeler dog that was embroidered on a sweatshirt is BROWN. Complete disappointment.
Response from West & WillowDec 3, 2025
Hi Buffie! Thanks so much for taking the time to share your feedback and 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!
Miranda D.
Nov 29, 2025
No status updates
I haven’t heard anything since my purchase 10 days ago. The order confirmation email said I would receive shipping confirmation with tracking info in 4-7 business days. This was for my daughter’s 16th birthday, but seems it won’t make it in time.
Response from West & WillowNov 30, 2025
Hello Miranda, We’re very sorry for the delay and understand your concern. Please know our team is working on your order and we’ll be updating you with the next steps as soon as possible.
Zach W.
Nov 29, 2025
Don't bother
Ordered a few years ago and it turned out great so i thought i would order again. Just received my order and it looks like quality have dropped significantly. I ordered the wrong size which is on me. Makes it worse though because for how expensive it was I didn't think anything about my order. Make your own on AI or go on Etsy
Response from West & WillowNov 30, 2025
Hello Zach, 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!
Kolleen M.
Nov 28, 2025
Waiting on our 11:9/25 order
Still waiting to hear about our order too. #663087! Ordered on 11/9/25. Received immediate confirmation that they received order and crickets since then. There is no place on their website to check status either. I ordered before the Black Friday rush and it’s been almost 3 weeks. Be careful/ leary of ordering during busy times as you may not receive order in time. Trying to be patient but when you only receive advertisements from the company and no status update on your $350.00 order, it is frustrating. Please do a better job West and Willow.
Response from West & WillowNov 30, 2025
Hello Kolleen, We’re very sorry for the frustration and lack of updates—that’s not the experience we want for you. Please rest assured our team is actively processing your order and doing their very best during this busy time. We truly appreciate your patience and feedback.
Heather
Nov 28, 2025
Poor communication and response time!
I am still waiting on a reply as to the status of my order placed on Nov 11. Order # 663849 Poor response time. Not a happy customer .
Response from West & WillowNov 30, 2025
Hello Heather, We’re very sorry for the delay and frustration—this is not the experience we want for our customers. We can confirm your order is currently in production, and our team is working to complete it as quickly as possible. Thank you for your patience.
Jenna R.
Nov 26, 2025
Bad portrait
They used grey in the portrait when it’s clearly white in the image I provided.
Response from West & WillowNov 30, 2025
Hello Jenna, 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!
Jana M.
Nov 25, 2025
Where’s my order
Ordered on 11/5 no communication and no way to contact to find status of order . It may turn out great but who knows and where is it on 11/26
Response from West & WillowNov 26, 2025
Hello Jana, We’re very sorry for the delay and lack of communication. Your order is already in production, and we truly appreciate your patience. If you need anything else, we’re here to help. 💛

West & WillowReviews of westandwillow.com

About West & Willow

About these reviews

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West & WillowReviews of westandwillow.com

West & Willow reviews

Cut off, uncentered, disproportionate

My RED heeler dog that was embroidered…

No status updates

Don't bother

Waiting on our 11:9/25 order

Poor communication and response time!

Bad portrait

Where’s my order

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

Cut off, uncentered, disproportionate

My RED heeler dog that was embroidered…

No status updates

Don't bother

Waiting on our 11:9/25 order

Poor communication and response time!

Bad portrait

Where’s my order