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.
Ordered a pillow for grandson and I am so pleased. Customer service was great when I had issue, they corrected the issue and that’s why I would recommend.
KF
Karla F.
Would not honor text that was sent from…
Would not honor text that was sent from West and Willow for free mug. I even copied the text and sent it to show what it said and customer service agent would not honor it. I think this is very very poor customer service!!! I will not purchase anything from West and Willow again.
Response from West & WillowDec 23, 2024
Hi Kelsei,
Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We would like the opportunity to investigate your feedback further.
KM
Kelsei M.
My posters arrived rolled
My posters arrived rolled, but they had several dents in them.
Response from West & WillowDec 23, 2024
Hi Kelsei,
Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We would like the opportunity to investigate your feedback further.
KH
Kim H.
Absolutely in love
Absolutely in love ! I can’t wait for my husband to open it on Christmas! Plan on buying from them again
AN
ANDY
Amazing Christmas Gift for my Wife
The piece looks amazing, and it was shipped quickly, even after Black Friday. Thanks so much. My wife is going to love this on Christmas morning.
WP
Wayne P.
Have not received the order
Have not received the order, and this is the second email requesting me to evaluate my purchase!
I inquired about status and you requested a picture of my damaged order. Since I never received the order, I did not know it was damaged nor could I send a picture. A second inquiry regarding shipping status provided the order was in production. No ship information to date and not much confidence at this point for Christmas delivery although ordered 11/21/24.
I hope this is not yet another Facebook rip-off!
Response from West & WillowDec 21, 2024
Hi Wayne,
Oh no! This isn't good. Our shipping specialist would like to investigate this for you.
We just sent you an email with more information.
LB
Linda B.
I am impressed by your customer service…
I am impressed by your customer service and the quality of your product. I received my order in a timely manner for the holidays, which was packed and shipped in a very professional manner. The frame is good quality, and the picture looks great.
Response from West & WillowDec 30, 2024
Hi and thank you for reaching out to West & Willow! Your request has been received and is in the queue to be answered within the next 1-3 days. We are currently experiencing a very high demand for customer service, but please note that we will get to you and we will provide the highest level of customer service. We assure you that we will respond as soon as possible.
Are you unhappy with your completed artwork or did your order arrived damaged? We'll be happy to replace it. Please complete this form: https://airtable.com/shrBqXZhp3VYK94CP and expect an email within 48 hours. Please note that all artwork issues and damaged orders must be processed on this form. In order to get your replacement processed ASAP, please complete the form as soon as you can.
Looking for your digital file? Our system experienced an outage and a few customers never received their emails - we will send them to you manually.
In the meantime, check out some of our top questions and answers below.
How long will it take for me to receive my order?: https://westandwillow.com/policies/shipping-policy
Orders typically arrive within 2-3 weeks.
I'm not sure if my photo will work.: https://westandwillow.com/pages/image-guidelines
We can work with most photos! Please upload your best option based on guidance on our image guidelines page: https://westandwillow.com/pages/image-guidelines. Don't worry, if your photo will not make a good illustration for any reason, we will reach out.
Can I cancel or make changes to my order?: https://westandwillow.com/pages/contact-us/#
We can usually cancel an order or update an address within 30 minutes of it being placed. After 30 minutes cancellations or address updates can no longer be made. Please note, in some cases, changes may result in shipping delays. Cancelation requests within 30 minutes of the order being placed will always be honored. Color, size, and photo updates cannot be made after an order is placed in most cases.
If any of this information answers your question or if you have already completed the replacement form, please respond back to this ticket with the word CLOSE
