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

Brit
Oct 25, 2025
My order took a month in a half to…
My order took a month in a half to come. It still says awaiting shipping and it has arrived. Never would order again. Customer service didn’t respond in a timely manner. Shipping date was 3 weeks before it even shipped!
Response from West & WillowOct 27, 2025
Hello Brit, We’re really sorry to hear about your experience. That’s definitely not the level of service we aim to provide. We appreciate your feedback and will use it to improve our communication and shipping process moving forward.
Jennifer S.
Oct 23, 2025
I ordered a mug with my dog’s picture…
I ordered a mug with my dog’s picture on it in Sept 2025 & it shows you confirmed on September 20, 2025. I still have not received my order. You took my payment, but I still need my mug. Thank you.
Response from West & WillowOct 27, 2025
Hello Jenniffer, I'm really sorry 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 ❤️
Kelly W.
Oct 23, 2025
This would be no stars if that was an…
This would be no stars if that was an option. This has been an absolutely terrible experience.
Response from West & WillowOct 27, 2025
Hello Kelly, 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. ❤️
Samuel C.
Oct 20, 2025
I have yet to receive the items places…
I have yet to receive the items places and there is no tracking
Response from West & WillowOct 27, 2025
Hello Samuel, We’re so sorry for what happened. I’m glad to see our team has already sorted this out for you, but if there’s anything else you need, we’re always here to help.
Stefanie S.
Oct 19, 2025
my print has huge wrinkle
my print has huge wrinkle, I had to throw it out
Response from West & WillowOct 22, 2025
Hello Stefanie, 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. ❤️
Mariah
Oct 16, 2025
Rip off
Charged an arm and a leg for a very ugly rendition of our pet
Response from West & WillowOct 16, 2025
Hello Mariah, 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!
Jake D.
Oct 16, 2025
Poor Construction
Poor Construction, the hanging hooks are not level, no way to preview your picture. Overpriced for a computer generated image. We will not be purchasing from them again.
Response from West & WillowOct 16, 2025
Hello Jake, We’re very sorry to hear this. 💛 Your feedback is important, and we’ll share your comments about the frame construction and preview options with our team. We truly regret that your experience didn’t meet expectations and appreciate you taking the time to let us know.
Sarah M.
Oct 14, 2025
Absolutely terrible
Absolutely terrible. Ordered a portrait for my friend since she had to put her dog down, so I also paid for the express shipping option which was an additional $20. Took exactly 3 weeks to get here. On top of that, it arrived WRONG!!! It had the wrong dogs name on the portrait and also didn’t have any of the add ons I put that I wanted. I complained and they told me they’d send me the correct one, but in the interim I asked for the express shipping amount to be refunded since at this point it has been a MONTH!!! (They said no- I let it go). So the company then sends me another portrait, saying it’s the correct one; and it arrive WRONG, AGAIN!!!!!! They sent me the same exact wrong item TWICE!!!!! Are you kidding me??!!?! I am so extremely disappointed. Also at this point my friend had to put her dog down almost 2 months ago. In a time of pain and despair, this company withheld me from giving a meaningful gift quickly for my friend. I would never ever ever ever recommend this company. 1) it takes about a month to get your item, even when you pay for express shipping, 2) they sent me the wrong item TWICE, wasting my time!!!!!! I requested for a complete refund this time and no answer regarding same. Had to call my credit card company to dispute the charge.
Response from West & WillowOct 15, 2025
Hello Sarah, We’re truly sorry for what you experienced — this is absolutely not the level of care or accuracy we strive for. 💛 We understand how meaningful this gift was and how disappointing it must have been to face repeated issues. Please know your feedback will be shared with our fulfillment and support teams so we can investigate what went wrong and ensure this doesn’t happen again.

West & WillowReviews of westandwillow.com

About West & Willow

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West & WillowReviews of westandwillow.com

West & Willow reviews

My order took a month in a half to…

I ordered a mug with my dog’s picture…

This would be no stars if that was an…

I have yet to receive the items places…

my print has huge wrinkle

Rip off

Poor Construction

Absolutely terrible

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

My order took a month in a half to…

I ordered a mug with my dog’s picture…

This would be no stars if that was an…

I have yet to receive the items places…

my print has huge wrinkle

Rip off

Poor Construction

Absolutely terrible