West & WillowReviews of westandwillow.com

I’ve ordered over 10 pet portraits from West & Willow over the years and overall they have been great but I was disappointed with the latest two portraits I ordered because they unfortunately don’t really look like my cats. I wish you could opt to keep collars on like you used to be able to and I also wish there was an option to approve or change a proof before having it made and sent. I don’t know that I will be ordering again.

The quality of the portraits is very low and the detail is lacking. Looks very computer generated and does not represent my pets as well as advertised. I would not order again and for the price paid, I am very disappointed. It would have been helpful if a proof would've been provided. Also, one of the frames came with a wall hanger and the other did not. I should've just done what I originally began to do and downloaded an edited app to do it myself.

The products were great but there were hiccups in delivery. The order was partially shipped and crickets from West & Willow. It took a month (of silence) and repeated efforts on my part to find out what was up with the rest of the order. Apparently a phone number was missing. Just seems in today's world it shouldn't take a month to figure that out

Terrible quality item- this looked like cheap AI created art. After being a West and Willow customer for years, I will never ever order from them again. I made good-faith attempts to resolve this issue for weeks and get a replacement, only to be ignored by the service team for days and weeks on end. Abysmal service and complete disregard for a long time customer. Never ever ever order from this company. I am now in the middle of a dispute with my bank to be refunded and West and Willow is totally unresponsive on that front as well.

I like the portrait itself but both times I received orders, the frames were broken. As mentioned by others, they are poorly packed (very little bubble wrap). The company wants to continue to replace the item, but I don't want that many copies of my pet. They need to refund for all of their mistakes instead of continuously sending more copies with more damaged product. West and Willow, do better packing and you will have less waste with all of the returns for damaged product!

I placed an order 11/29 and received confirmation of my order. Which stated I'd receive an update to my order in 5 to 7 days which I never received.As of today, 12/19 I have not received the order and no option to track it in their website. When I use a link they emailed me to track the order it redirects me to a third party app which when I click on that it only takes me to the website and does not track my order. Not very customer friendly. Very sad as this was a gift.

I loved the ease of the ordering process, appreciated speedy responses to a couple questions, grateful for speedy shipping, and most of all, absolutely LOVE LOVE LOVE the final product!! I cannot wait for these gifts to be opened on Christmas morning.

I ordered 3 mugs with my pet’s picture on them on Nov 11, 2025. On Wednesday Dec 17, 2025 I received an email from West & Willow stating my order has been canceled at my request. I NEVER CANCELED THE ORDER. I’ve been patiently waiting for a month to receive the mugs to give as Christmas gifts. ZERO STAR SERVICE. Customers consider before ordering!