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
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I have reached out to customer service a few times since placing this order.
First to request a gift card of some sit be placed in the package just to say who gift is from. NOPE couldn’t do that for me
Another time to request a look at finished item. As I live in a different state than receipient NOPE. NEVER happened.
Only responses I ever got were automated. Very impersonal
Response from West & WillowAug 13, 2024
Hi Lynnette,
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.
NK
Nicole K.
I never received the digital copy of…
I never received the digital copy of the "artwork" despite reporting it.
Response from West & WillowAug 13, 2024
Hello Nicole,
We are so bummed to hear this! We'd love to put a smile on your face.
We just sent an email to the address associated with your order.
BE
Ben
First order came with the dog having…
First order came with the dog having only one eye. Still waiting on my order 1+ month in.
Response from West & WillowAug 13, 2024
Hi Ben,
Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We want the opportunity to investigate your feedback further. We just sent an email to the address on file. Please get back to us at your earliest convenience.
LO
Lovetoshop
Very disappointing !!
Buyer beware! Finished product (when it finally arrived ) very disappointing. Customer service makes promises they do not keep. A total waster of money. No rendering before hand and a sub par product I am now left to fight for a refund and no one has responded .
Addendum 8/13
Response (automated) after several more weeks…
Thank you so much for sharing your thoughts.
I understand your frustration and apologize for the delay. I've checked on our end, and unfortunately, the refund option isn't available due to a dispute with PayPal. We're waiting for their response to resolve the issue. As soon as we receive their response, we'll be able to move forward with the next steps.
Please know that we're committed to making things right, and I'm here to help you through this process. I appreciate your patience and understanding in this matter.
Once we receive PayPal's response, we'll work together to get your refund.
Thank you for your continued communication.
Camille 🐾
West & Willow Customer Support Team
On Mon, Aug 05, 2024, at 04:> wrote:
Hi Camille,
Thanks for reaching out but this is way too long . The event happened, I was gift-less
and spent way too much time, money and energy on this. I am again respectfully asking for a refund. We are now approaching the two month mark. I have numerous emails and weeks and weeks of apologies and no resolve. Jeramy has disappeared after promise of resolve weeks ago.
I have sent this to my CC and have all documentation of back and fourth, empty
Promises etc… so let’s save additional time on both ends.
I have given this way longer than I should have to. Thank you
Response from West & WillowAug 13, 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
PG
Paige G.
never received order
I made two separate orders within 5 mins of each other. The first order arrived and I love it. However, I never received my second order and I have not heard back from customer service regarding an order status.
Response from West & WillowAug 13, 2024
Hello Paige,
Oh no! This isn't good. Our shipping specialist would like to investigate this for you.
We just sent an email to you with more information.
JS
Jessica S.
Very disappointed with my painting of…
Very disappointed with my painting of my dogs. My small dog is as big as my big dog. The picture just isn’t as I expected.
Response from West & WillowAug 13, 2024
Hi Jessica,
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.
TR
Traci
Very disappointed with my order!!
I ordered a large poster and coffee cup from this company. It is a gift for my daughter. Her Great Pyrenees is an absolutely beautiful dog. The coffee cup arrived. The picture on the cup is an UGLY cartoon picture of her dog. I am terrified to see what the very expensive poster looks like because the cup is horrible. I don’t think I am going to give it to her because it is that ugly. I am SO DISAPPOINTED!!
Response from West & WillowAug 9, 2024
Hi Traci,
Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. We would like the opportunity to investigate your feedback further.
CI
Cheree I.
6 weeks later an I still do not have my…
6 weeks later an I still do not have my order despite me paying for their “skip the line” service. At this point I do not expect to see my order. Do not do business with these people
Response from West & WillowAug 2, 2024
Hi Cheree,
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.
