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 1,044 reviews with 3 stars · Clear filters

Elena S.
Jan 17, 2024
My lovely kitty immortalized
Ordering process was a bit confusing. The order confirmation did not show the picture I had uploaded, leading me to think that something had gone wrong. An email from West Willow clarified the confusion. Prompt response from customer service. I look forward to receiving the portrait and the mugs.
Response from West & WillowFeb 14, 2024
Hi Elena, We are very sorry for the confusion. The photo in the confirmation email is our default display photo. Please check your email for more information.
Beth L.
Jan 14, 2024
Product arrived broken and had not been…
Product arrived broken and had not been packaged well for transport. I reported the problem quickly and have not received my replacement. I haven’t been able to speak to anyone and continually get emails telling me to complete the replacement form.
Response from West & WillowFeb 14, 2024
Hello Beth, We are very sorry for the confusion. Upon checking, we found that your replacement order had already been delivered. Please check your email for more information.
Laura H.
Jan 14, 2024
Sent the wrong finished product out 1st…
Sent the wrong finished product out 1st time, days before Christmas. Replacement ended up taking over 2 weeks if not more.
Response from West & WillowFeb 14, 2024
Hi Laura, Thank you for letting us know about this. We apologize if your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further.
Kristen A.
Jan 12, 2024
It was a good experience
It was a good experience. Ordering was quick and easy. Would have rated higher if I could have seen a proof before it was sent to production.
Response from West & WillowFeb 12, 2024
Hi Kristen, Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
David
Jan 8, 2024
Good customer service, not great art
Customer service was really good. The original work we received was good but the color was off for one of the dogs. They fixed this. But they proceeded to change the color of the other dog in the picture for seemingly no reason. I'd like to slice the two artworks in half and merge them together. The artists or more likely instagram-esque filter they use is not consistent.
Response from West & WillowFeb 8, 2024
Hi David, 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.
Michelle
Jan 8, 2024
A preview of what was ordered would help
A preview of what was ordered would help
Response from West & WillowFeb 7, 2024
Hi Michelle, Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
Lorrie W.
Jan 6, 2024
Cute but bad mount
The print was cute, but ripples were present on the mount. You could see them through the frame.
Response from West & WillowFeb 6, 2024
Hi Lorrie, We hate to hear that your order quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
Ellen B.
Jan 6, 2024
Customer service is lacking
It is so hard to contact you when there is a problem with the portrait. There is no option to talk to a real person via email, text, or phone. It makes for a stressful experience
Response from West & WillowFeb 6, 2024
Hi Elle, Thank you for this valuable recommendation! We will make sure to consider this to make our order process more seamless.

West & WillowReviews of westandwillow.com

About West & Willow

About these reviews

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West & WillowReviews of westandwillow.com

West & Willow reviews

My lovely kitty immortalized

Product arrived broken and had not been…

Sent the wrong finished product out 1st…

It was a good experience

Good customer service, not great art

A preview of what was ordered would help

Cute but bad mount

Customer service is lacking

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

My lovely kitty immortalized

Product arrived broken and had not been…

Sent the wrong finished product out 1st…

It was a good experience

Good customer service, not great art

A preview of what was ordered would help

Cute but bad mount

Customer service is lacking