West & WillowReviews of westandwillow.com

4.118,273 reviews
Pet Stores
New York

Write a review

Directions Website

West & Willow

Write a review

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.

How we calculate scores

Is this your business?

Correct your details and reply to customers in public. Both are free.

Claim this listing

West & Willow reviews

Showing 893 reviews with 2 stars · Clear filters

Alexis F.
Dec 21, 2020
Where is my portrait??
I placed order on Dec 2nd and they said I should receive shipping confirmation and tacking number with 5-7 days. Still haven’t received anything. Have no idea when the portrait will arrive but looking like not in time for Christmas :/
Response from West & WillowDec 24, 2020
Hello Alexis, We completely understand why you're upset with us. We would like the opportunity to investigate your feedback further. We just sent an email to the address on file. Please get back with us at your earliest convenience.
Nick
Dec 21, 2020
Just felt as though the illustration…
Just felt as though the illustration lacked detail and depth that helps capture the character. Looking at the other examples it just seemed like the portrait of our dog was far less detailed. It seems as though the trace was limited and didn’t have as much color or number of pixels. He’s a black dog so I understand that there is less to work with but overall just wasn’t too pleased with how it turned out for how much money it costs. Aside for the illustration the wood frame and quality of the physical product was good
Response from West & WillowDec 24, 2020
Hello Nick We're sorry to hear you are unhappy with your artwork! Different factors can affect the final outcome including shadows or filters on photos. That being said, we will be happy to work with you on a revision. Please look for an email from us about next steps.
Jane D.
Dec 21, 2020
No estimated delivery date
No estimated delivery date, no specific written history of the date the order was placed, no tracking updates almost 2 weeks later.
Response from West & WillowDec 24, 2020
Hi Jane, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. We sent you an e-mail to get this sorted.
Destinee S.
Dec 21, 2020
I ordered on the 4th and I still…
I ordered on the 4th and I still haven’t gotten a tracking number or anything other than a confirmation email
Response from West & WillowDec 24, 2020
Hi Destinee, We set a high standard for our services, and we’re so sorry to hear this was not met in your interaction with us. Please check your email for a message from us. We'd love a chance to turn this around!
Samantha
Dec 21, 2020
Paid for front of the line a week ago
Paid for front of the line a week ago. Still have no other update other than they received my order.
Response from West & WillowDec 23, 2020
Hello Samantha, We set a high standard for our services, and we’re so sorry to hear this was not met in your interaction with us. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
Rory H.
Dec 21, 2020
Horrible communication about status of…
Horrible communication about status of custom dog picture. Received only one email after initial order and it’s been two weeks and I haven’t heard anything since
Response from West & WillowDec 24, 2020
Hello Rory, We apologize if your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further. Kindly check your inbox for an e-mail from us.
Bill P.
Dec 20, 2020
Order status
No idea if I’ve gotten good service or not. I’ve received about a dozen emails and texts since placing my order. None of them have provided an update on my order. Has is been received? Is layout complete? Will it ship any time soon? (And yes, I paid extra to be at the “front of the line”.
Response from West & WillowDec 23, 2020
Hi Bill, We certainly understand why you are so upset with us!We aim for 100% customer happiness and will fix this right away. Check your email for an email from us about this.
Anwar J.
Dec 20, 2020
I did my order the Last week of November
I did my order the last week of November I haven’t received nothing yet I email you guys if they could send me a tracking number they haven’t call me email me or send me anything
Response from West & WillowDec 23, 2020
Hello Anwar, That was definitely a long wait! It sounds like we didn't give you the type of service you deserve. Please check your inbox for an email from us. We'll be more than happy to turn this around for you.

West & WillowReviews of westandwillow.com

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & WillowReviews of westandwillow.com

West & Willow reviews

Where is my portrait??

Just felt as though the illustration…

No estimated delivery date

I ordered on the 4th and I still…

Paid for front of the line a week ago

Horrible communication about status of…

Order status

I did my order the Last week of November

About West & Willow

About these reviews

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

West & Willow reviews

Where is my portrait??

Just felt as though the illustration…

No estimated delivery date

I ordered on the 4th and I still…

Paid for front of the line a week ago

Horrible communication about status of…

Order status

I did my order the Last week of November