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 893 reviews with 2 stars · Clear filters

JGF
Dec 9, 2025
Order process is convoluted and should…
Order process is convoluted and should have the tech to superimpose the draft photo to help the buyer determine background borders etc.
Response from West & WillowDec 10, 2025
Hello JGF, We understand wanting to see your portrait before it ships. At this time, we do not provide a preview or proof before production. If you’re unhappy for any reason once it arrives, don’t worry — we’ll be happy to make it right. Please feel free to reach out if you need anything else and our team will be glad to help. 😊
Ashley & C.
Dec 9, 2025
Poor Quality Frames
Two of my pictures arrived damaged. One was not repairable at all and the other, who’s frame was partially coming apart and had several noticeable dings on the frame, has continued to come apart since hanging it 3 days ago and is now much worse and noticeable. While I was offered for the major damage to be replaced, when I explained about the other there was no solution. The pictures were shipped together and thrown lose in one box. The third picture arrived perfect in a separate box undamaged. I still have not received the replacement I was promised for the major damage. Overall while the pictures are fun and accurate depictions of my fur babies the $400 I paid for the three was not worth the quality of merchandise I received.
Response from West & WillowDec 10, 2025
Hello Ashley, 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 ❤️
Katie T.
Dec 8, 2025
Photo qualify was poor
Photo qualify was poor
Response from West & WillowDec 10, 2025
Hello Katie, 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!
Graeme
Dec 8, 2025
i am still waiting on delivery of this…
i am still waiting on delivery of this item. I thankfully have a digital download that i paid for so i can make a copy but i paid for this to be here and its clearly using a third or fourth rate courier company as its still not yet arrived and is not what i paid for....
Response from West & WillowDec 10, 2025
Hello Graeme, We’re sorry for the delay and understand how frustrating this has been. Our customer support team is currently in touch with you and has sent an update regarding your order. We’re continuing to work with you to get this resolved as soon as possible.
Paul G.
Dec 6, 2025
Two pair are correct one is wrong photo
Two pair are correct. One has wrong photo.
Response from West & WillowDec 8, 2025
Hello Paul, 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!
Carole T.
Dec 5, 2025
Dog blends into background
The background and the portrait are too close in color. I ordered a black dog on a charcoal background, which makes it challenging, but I assumed the artist would be able to modify the colors to create a definite distinction that’s visible from a distance…. And that’s not how it came out. Disappointing. I suggest you digitally send the artwork for approval prior to sending final product. On the positive, it was shipped fast and completed as ordered.
Response from West & WillowDec 8, 2025
Hello Carole, 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!
Anna
Nov 29, 2025
Second Order
This is my second time ordering from this company. The first time my portrait was great. This time it looks nothing like my son’s cat. It was going to be a gift for him for Christmas but I cannot give this to him
Response from West & WillowNov 30, 2025
Hello Anna, 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!
Claudia U.
Nov 25, 2025
Wasn’t really impressed with the…
Wasn’t really impressed with the quality of the frame thought the picture would be a little bit bigger with a lot of money for the value
Response from West & WillowNov 26, 2025
Hello Claudia, We’re sorry to hear the frame quality and size didn’t meet your expectations. We truly appreciate you sharing this, and we’ll review it with our team. If you’d like help with your order, please feel free to reach out — we’re here 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

Order process is convoluted and should…

Poor Quality Frames

Photo qualify was poor

i am still waiting on delivery of this…

Two pair are correct one is wrong photo

Dog blends into background

Second Order

Wasn’t really impressed with the…

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

Order process is convoluted and should…

Poor Quality Frames

Photo qualify was poor

i am still waiting on delivery of this…

Two pair are correct one is wrong photo

Dog blends into background

Second Order

Wasn’t really impressed with the…