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

Janice M.
Feb 24, 2026
It’s terrible
It’s terrible. Doesn’t look like her at all. Cut off part of her ears. If the photo I sent wasn’t the correct size you should have advised. She’s passed away so this was to be a memory of her but I’ve already hidden it in the closet.
Response from West & WillowMar 4, 2026
Hi Janice! 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!
Tr
Feb 23, 2026
How are you asking me for a review when…
How are you asking me for a review when I ordered almost two weeks ago and have no update on my order whatsoever?
Response from West & WillowFeb 23, 2026
Hello Tr, We’re so sorry for the confusion! 💛 Your order is currently in production, and we’re actively working on it. You’ll receive an update with tracking information as soon as it ships. We truly appreciate your patience!
Andrew
Feb 18, 2026
Joke of a company
I ordered a gift early December which as a photo with 4 animals, it arrived with a damaged frame and one of the animals looking completely different to what i sent. I contacted West & willow and was passed over to “onward” which is an absolute joke at best. I was promised a replacement, and told it would be shipped shortly. 7 weeks later, no correspondence, no product, £155 down. I have since opened a dispute with my card provider and will absolutely not be buying from this scandalous company again in the future. Please be warned. Use someone else.
Response from West & WillowFeb 23, 2026
Hello ANdrew, We’re so sorry to hear this — that’s definitely not the experience we want for you. 💛 Please reach out to our support team with your order details so we can look into this right away and make it right for you.
Jamie A.
Feb 17, 2026
It didn’t look like the dog at all
It didn’t look like the dog at all, it’s a gift for mother in law and I don’t think she’ll think it looks like her dog. I’m not satisfied, maybe it was not the best photo I chose. Could you redo it??
Response from West & WillowFeb 23, 2026
Hello Jamie, 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!
Kelley
Feb 13, 2026
I have never received my order
I have never received my order. Nor did I get a tracking number
Response from West & WillowFeb 23, 2026
Hello Kelley, We’re so sorry to hear this — that’s definitely not the experience we want for you. 💛 Please reach out to our support team with your order details so we can look into this right away and make it right for you.
Katie S.
Feb 8, 2026
The painting is awful I spent so much …
The painting is awful I spent so much money and had to toss It
Response from West & WillowFeb 9, 2026
We’re so sorry about what happened. We’re glad to see this has already been sorted out 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 ❤️
Melissa V.
Feb 6, 2026
Disappointing and sad
I have been a long time lover of W&W and have bought 4 wonderful portraits of my pets over the years. Recently, my friends dog past away suddenly at the age of 3, it was traumatizing to say the least. I wanted to get her and their family something special so I immediately thought of W&W. unfortunately they “flagged” my purchase and asked me to provide my drivers license - this is ridiculous. Without getting into the details, after two weeks I finally was able to get my money back and here I am still nothing to give my friend and her family. Terrible customer service (which was never the case over the past years) I won’t be promoting W&W sadly and will be finding another company and recommending them instead. I am so disappointed and frustrated with this entire situation.
Response from West & WillowFeb 9, 2026
We’re so sorry about what happened. We’re glad to see this has already been sorted out 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 ❤️
Payton K.
Feb 5, 2026
Terrible company
Terrible company! DO NOT ORDER Waste of money, I ordered well over a month ago and my product still has not been shipped. I’ve reached out to see why it’s taking so long and never receive anything back. Seems like a scam!
Response from West & WillowFeb 9, 2026
Hello Payton, We’re truly sorry for the frustration this has caused and understand how upsetting this delay must feel. We sincerely apologize for the wait. We’ve checked our records and did not receive any emails from you, which is why you may not have heard back from us—but that’s certainly not the experience we want you to have. Please know that we are not a scam, and we’d really appreciate the opportunity to make this right. If you’re willing, please reach out to us again (or check your spam folder just in case), and our team will be happy to look into your order and provide an update right away.

West & WillowReviews of westandwillow.com

About West & Willow

About these reviews

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West & WillowReviews of westandwillow.com

West & Willow reviews

It’s terrible

How are you asking me for a review when…

Joke of a company

It didn’t look like the dog at all

I have never received my order

The painting is awful I spent so much …

Disappointing and sad

Terrible company

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

It’s terrible

How are you asking me for a review when…

Joke of a company

It didn’t look like the dog at all

I have never received my order

The painting is awful I spent so much …

Disappointing and sad

Terrible company