Picture and frame came out great. The shipping communication can be worked on since I didn't get a status update until 1 week after my order. I honestly thought my pictures were rejected.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m very happy with the sketch of my pet, it’s wonderful. The reason I couldn’t give five stars is because the picture came without the staples secured to hold the print tight inside the frame, so the... See more
Company replied
The process was fine. The delivery was great. However, the item was underwhelming. Smaller than I thought and chain was too small for the person who I bought it for. Overall they liked it but thought... See more
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Would be a 5/5 but i got the picture i ordered its amazing will be ordering another for our new pup also! Kinda disappointed we never received the digital version of it and we paid for it.. I keep get... See more
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Company details
Written by the company
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.
Contact info
New York, United States
- support@westandwillow.com
- westandwillow.com
3.9
Great
20K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 91% of negative reviews
Typically replies within 1 week
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I paid extra for front of line and a…
I paid extra for front of line and a preview. It has been 2 weeks and I had to reach out because I got zero communication for my order
April 22, 2026
Reply from West & Willow
Hello Jamie,
We sincerely apologize for the lack of communication and the delay you’ve experienced, especially after purchasing front-of-line service and a preview. This is not the experience we aim to provide, and we truly appreciate you bringing this to our attention.
Great customer service
Great customer service. When I needed help they were able to work with me on the picture.
April 16, 2026
Reply from West & Willow
Hello Karen,
Thank you so much! We’re glad our team could assist you with your photo and make the process smooth. It means a lot to hear you had a great experience with our customer service!
The photo wasn’t what I expected
The photo wasn’t what I expected. Contacted customer service and told 3-5 days for another photo to review before replacing. Four days and nothing. This was a Mothers Dat gift that I ordered over 3 weeks beforehand, paid $25 for front of line, $15 for pdf (which I still haven’t received) and no gift for next Sunday.
April 15, 2026
Reply from West & Willow
Hello Misty,
We sincerely apologize for the delay and the frustration this has caused, especially given the timing for Mother’s Day. This is not the level of service we aim to provide. We understand how disappointing this must be and truly appreciate your patience while we work to resolve this as quickly as possible.
Poor communication
I sent an email and then 6 hours later after my order was idle (and not customized) they sent me an email saying it was shipped. It took 3 weeks for a non custom order to be shipped after an email I sent them.
April 14, 2026
Reply from West & Willow
Hello Travis,
We sincerely apologize for the delay and the frustration caused, especially regarding the timing of the shipment and lack of response. This is not the experience we aim to provide, and we truly appreciate your feedback.
West & Willow nailed it!! Beautiful Art
I wanted something that didn’t look like I bought at the local fair to really capture my pups. This simple concept captured my pups beautifully in a very simple, sleek manner. The art was spot on and I absolutely love it!!! Definitely has a way of making the house feel even more homie 🐶 thank you
April 17, 2026
Reply from West & Willow
Hello M. Larimer,
Thank you so much for your thoughtful feedback! We’re thrilled to hear the portrait captured your pups in the simple, sleek way you were looking for. It means a lot to know the artwork feels spot on and adds that extra warmth to your home. Thank you again for your kind words!
3rd time using this company.
3rd time using this company.. I have loved every print and frame.. maybe its time I finally get myself one
April 20, 2026
Reply from West & Willow
Hello Cortney,
Thank you so much for your continued support! We’re thrilled to hear you’ve loved every print and frame. Sounds like it might finally be time to treat yourself—we’d love to create something special just for you!
Reply from West & Willow
Hello Alyssa,
Thank you so much! We’re thrilled to hear you had an excellent experience with our customer service—it truly means a lot to us!
You captured the image of our beloved…
You captured the image of our beloved pets. My parents were brought to tears. By far their favorite gift so far that I have given them. Great job.
April 13, 2026
Reply from West & Willow
Hello Richard,
Thank you so much for your heartfelt words. We’re truly honored to have captured your beloved pets in a way that meant so much to your parents. Knowing it brought them to tears and became such a special gift means everything to us.
I didn’t love my picture so I emailed…
I didn’t love my picture so I emailed them and they quickly responded and are revising it!
April 19, 2026
Reply from West & Willow
Hello Julianne,
Thank you for your feedback! We’re glad we could respond quickly and begin revising your portrait—we want to make sure you end up with something you truly love!
I asked to see a proof before it was…
I asked to see a proof before it was printed and instead telling me it wa San option, someone said. Not an option. And I got a print with a side view of my dog. Wanted a frontal view and wanted to discuss before they printed. I was told not an option. Big bummer and I won’t do this site again!
April 18, 2026
Reply from West & Willow
Hello Kara,
We’re very sorry for your experience and the frustration caused. This is not the level of communication or service we aim to provide, especially when it comes to important preferences like pose and proofs. We truly appreciate you sharing this feedback and will make sure it’s addressed with our team.
Love love love!
Love love love! I’ve already purchased several pet portraits from West & Willow - for my own dogs and as gifts. This most recent purchase was for family members who recently lost their beloved dog. It captures him perfectly!
April 11, 2026
Reply from West & Willow
Hello Emily,
Thank you so much for your continued support! We’re honored you’ve chosen us for both your own pets and such meaningful gifts. It truly means a lot to hear the portrait captured him perfectly, especially for something so special.
I really enjoyed the experience with…
I really enjoyed the experience with the company. You can tell they want to deliver a quality product. They take the extra steps to ensure they have what they need. Easy to get a hold of as well.
April 16, 2026
Reply from West & Willow
Hello Shannon,
Thank you so much for your kind words! We’re thrilled to hear you enjoyed your experience and felt supported throughout the process. It means a lot to know our efforts to deliver a quality product and stay accessible made a difference!
Beautiful!
So impressed with the result, it is truly amazing.
I am very satisfied, it is a beautiful portrait of our sweet Lily.
April 6, 2026
Reply from West & Willow
Hello Mylene,
Thank you so much for your kind words! We’re thrilled you’re so impressed with the result and that you love the portrait of your sweet Lily. It truly means a lot to us!
Reply from West & Willow
Hello Priscilla,
Thank you so much! We’re thrilled to hear you think it’s absolutely amazing—it truly means a lot to us!
order not fulfilled completely
order not fulfilled completely
I received the physical product, although slightly bent in the tube, the art is nice. However, I never received the digital download I ordered. There were very few communications on the order status overall - I got the 'it shipped' emails after it had arrived. order #691316
April 4, 2026
Reply from West & Willow
Hello Amanda,
We’re sorry for the inconvenience and the lack of communication you experienced. We’re glad to hear you’re happy with the artwork, though we apologize it arrived slightly bent.
We have now sent your digital download—please check your inbox (and spam/junk folder just in case). If you need anything further, feel free to reach out and we’ll be happy to assist.
Ordering process was simple and easy
Ordering process was simple and easy. I have ordered 4 times previously and this time was just as great as before. The picture turned out amazing!
April 7, 2026
Reply from West & Willow
Hello Kari,
Thank you so much for your continued support! We’re thrilled to hear the ordering process was simple and that your experience was just as great as before. It means a lot that you keep coming back, and we’re so glad you love how the picture turned out!
I’ve sent 2 emails in reference to my…
I’ve sent 2 emails in reference to my order (my cat wrong color) and haven’t heard back.
April 6, 2026
Reply from West & Willow
Hello Gustavo,
We’re sorry for any frustration caused. We have responded to your emails, so please kindly check your inbox (and spam/junk folder just in case). If you’re still unable to locate our reply, feel free to reach out again and we’ll be happy to assist you further.
Just a great experience from beginning…
Just a great experience from beginning to end. I love my art. This is my 6th time to use them.
April 13, 2026
Reply from West & Willow
Hello GTC,
Thank you so much for your continued support! We’re honored this is your 6th order and thrilled to hear you had a great experience from beginning to end. It truly means a lot that you love your art!
Great!!!!!
April 5, 2026
Reply from West & Willow
Hello Eric,
Thank you so much! We truly appreciate your enthusiasm—so glad you’re happy!
Never received an order confirmation
Never received an order confirmation. Then when I received the portrait the name was spelled wrong. I contacted customer support and have not heard anything back.
April 5, 2026
Reply from West & Willow
Hello Bailey,
We sincerely apologize for the experience and the frustration caused, especially with the misspelled name and lack of response. We can confirm that your order has already been delivered, and we’re truly sorry for the issues you encountered.
If you still have any concerns, please feel free to reach out to us, and we’ll be more than happy to assist you further.
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