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

F B.
Sep 6, 2025
My pets are not noticeable as they out…
My pets are not noticeable as they placed my black cat on a black background and my female dog which could have been placed in the female costume in a male costume. I sent an email to customer support as it seems that is the only way to reach them and I have waited over a week and no response. They could do a ‘preview’ photo before printing and mailing to avoid this issue and unhappiness with the product.
Response from West & WillowSep 8, 2025
Hi Farrah! 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 ❤️
Francesca D.
Sep 6, 2025
I have no idea where my order is
I have no idea where my order is
Response from West & WillowSep 6, 2025
Hello Francesca, I’ve personally sent you a message so we can look into this right away and get it resolved as quickly as possible. Please check your inbox, and our support team will make sure you’re taken care of.
Luisa J. T.
Sep 3, 2025
Bad Customer Service
I’m extremely disappointed with West and Willow. I paid extra for their “skip the line” feature and also for expedited shipping, but it’s been over a week and I still have no idea when my order will arrive. I’ve contacted their support team as well as Onward multiple times, but I have not received any response. The lack of communication is very frustrating, especially after paying for premium service. At this point, I feel ignored as a customer and would not recommend ordering from them unless they make serious improvements to their customer service and reliability.
Response from West & WillowSep 4, 2025
Hi Luisa, I’m so sorry for the delay and for the frustration this has caused, especially after you paid extra for expedited service. I completely understand how disappointing this must feel. I’ve checked on your order, and I can see it’s now in transit and should be with you very shortly. We’ll continue to keep an eye on it until it reaches you. Thank you so much for your patience with us ❤️
Jennifer S.
Sep 3, 2025
Quality of the picture was terrible
Quality of the picture was terrible
Response from West & WillowSep 4, 2025
Hi Jennifer! Thanks so much for taking the time to share your feedback! I can see that you've been in touch with our team and this is now being worked on, but if there’s anything else you need, we’re always here to help. Thank you for trusting us to make it right ❤️
Richard M.
Aug 31, 2025
Sorry, image so dark
Sorry, the image is so dark. You can’t see all the details.
Response from West & WillowSep 1, 2025
Hi Richard! 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!
customer
Aug 28, 2025
Questioning the legitemacy
I placed an order on Aug 3rd and got a confirmation. A day later I got an upgrade of some sort. They said it would be delivered within 2 weeks. As of Aug 28th, I still have not received my order - it was to be a gift for my son who was off to university. A week ago I got a message from Support with a suspect email saying the order has already been processed but is currently on Hold for Review due to the system upgrade. Im not confident this company is legit.
Response from West & WillowSep 1, 2025
Hi there, I’m really sorry for the trouble you’ve experienced with your order. We’ve tried to locate your order using the details provided but unfortunately can’t seem to find it in our system. To get this resolved quickly, could you please reach out directly to our active Support team using the link below? They’ll be able to securely pull up your order details and assist you right away. https://westandwillow.com/pages/contact-us Thank you for bringing this to our attention, we’ll make sure you’re looked after.
Dorothy P.
Aug 26, 2025
Was not what I expected
Was not what I expected, it was so plain and just a head of our dog. Not impressed at all.
Response from West & WillowAug 26, 2025
Hi Dorothy! 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!
Keirsten
Aug 24, 2025
My picture arrived with debris under plexiglass
My picture arrived with paper, shavings or scraps underneath the plexiglass, and it was sealed shut. I tried to take the backing off to remove the debris underneath the plexiglass at the plexiglass cracked. The quality of this was not good and obviously no one did a check on it before it was shipped. I am waiting for customer service to contact me about a replacement.
Response from West & WillowAug 26, 2025
Hello Keirsten, We’re so sorry for the quality issue you experienced with your order—it should never have arrived that way. 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

About these reviews

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West & WillowReviews of westandwillow.com

West & Willow reviews

My pets are not noticeable as they out…

I have no idea where my order is

Bad Customer Service

Quality of the picture was terrible

Sorry, image so dark

Questioning the legitemacy

Was not what I expected

My picture arrived with debris under plexiglass

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

My pets are not noticeable as they out…

I have no idea where my order is

Bad Customer Service

Quality of the picture was terrible

Sorry, image so dark

Questioning the legitemacy

Was not what I expected

My picture arrived with debris under plexiglass