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

Jodi C.
Jul 1, 2026
Very disappointed I’ve purchased 3…
Very disappointed I’ve purchased 3 pictures from here and the 3rd one was mailed to the wrong address and the color was wrong I emailed them but never got a response and there is no phone number on the their website will never buy from here again!
Response from West & WillowJul 8, 2026
Hello Jodi, We're truly sorry for your experience. Our team is currently working with you to resolve this issue, and we appreciate your patience. Thank you for giving us the opportunity to make things right.
Savannah
Jun 30, 2026
Still waiting for my replacement order
Still waiting for my replacement order, not receiving help through support. Very surprised at how poor the customer service is but I keep receiving links to write them a review.
Response from West & WillowJul 8, 2026
Hello Savannah, We're truly sorry for your experience. We're glad the issue has now been resolved, and we appreciate your patience and understanding. Thank you for your feedback.
Nycola P.
Jun 27, 2026
I placed this order close to two months…
I placed this order close to two months ago. Approved the art weeks ago and haven’t gotten a single update on shipping or anything. It says your artists are going over my edits, I didn’t provide any edits, I just approved it. Awfully slow service and a massive letdown especially since this is a gift for someone who lost their pet right before I first ordered.
Response from West & WillowJul 8, 2026
Hello Nycola, 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 ❤️
null N.
Jun 26, 2026
I paid extra for a preview
I paid extra for a preview. I paid extra for my portrait to “skip the line” I get the preview. Respond back. Haven’t heard anything in TWO WEEKS.
Response from West & WillowJul 8, 2026
Hello, We're truly sorry for the delay and the lack of communication. We sincerely apologize for the frustration and appreciate your patience.
CLP
Jun 23, 2026
I never received my order or it must be…
Update: I still have not received my order. Did I mention that I paid $70 for a mug with my dog’s picture on it The only thing that could make this worse is, when it finally does arrive, it will have the wrong dog’s picture. It is not coming, may I have a refund? Or, do you want to give the horse and buggy driver a message sent by bird? I never received my order or it must be coming from Mars. Thank goodness for credit cards that protect us from fraud.
Response from West & WillowJun 24, 2026
Hi there! Thanks so much for taking the time to share your feedback and I’m really sorry to hear that you have not received your order yet. I can see that it's in transit. We just sent an email to provide further update. ❤️ Looking forward to your reply!
Gina T.
Jun 20, 2026
I never received my purchase.
I never received my purchase.
Response from West & WillowJun 24, 2026
Hi Gina! Thank you for your feedback. I'm so sorry to hear that your order hasn't arrived yet. I've informed our shipping team, so please keep an eye out for their email. We'll be sure to get this sorted for you as quickly as possible. Thanks so much! ❤️
Greg P.
Jun 19, 2026
I ordered my print from weston willow…
I ordered my print from weston willow six weeks ago.Jeremy from customer service keeps telling me it.He's a sorry for the inconvenience, but yet does nothing to fix the problem. I've asked for a full refund several times with no response. I still don't have my picture, my dog passed away six weeks ago. And the lack of support from your company is a joke. So I have no picture and i'm out the money that I spent on the picture. I told them I needed my photo and artwork by today's date, june nineteenth, because i'm going out of town. Yet still no reply. This might be some of the worst customer service I've ever had to deal with. And there's not a phone number for me to call and talk to somebody else besides Jeremy, who does nothing to help me? If I could give 0 stars, I would.
Response from West & WillowJun 24, 2026
Hi, Greg! Thank you for your feedback. We're so sorry for the upset and frustration this has caused, especially during such a difficult time after losing your beloved dog. We completely understand how disappointing this experience has been. We're currently looking into what happened, and Jeramy has already escalated your case to our manager. Your refund is now being processed, and we truly apologize for the delays and lack of communication. Thank you for your patience while we get this sorted. ❤️
Irving N.
Jun 14, 2026
Still haven’t received my order nor do…
Still haven’t received my order nor do I have an update on an eta.
Response from West & WillowJun 24, 2026
Hi Irving! Thanks so much for taking the time to share your feedback! 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 ❤️

West & WillowReviews of westandwillow.com

About West & Willow

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West & WillowReviews of westandwillow.com

West & Willow reviews

Very disappointed I’ve purchased 3…

Still waiting for my replacement order

I placed this order close to two months…

I paid extra for a preview

I never received my order or it must be…

I never received my purchase.

I ordered my print from weston willow…

Still haven’t received my order nor do…

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

Very disappointed I’ve purchased 3…

Still waiting for my replacement order

I placed this order close to two months…

I paid extra for a preview

I never received my order or it must be…

I never received my purchase.

I ordered my print from weston willow…

Still haven’t received my order nor do…