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
Company replied
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
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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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amazing quality & fantastic support team
My picture showed up with damage to the frame, and the support team quickly went into action getting a replacement in the works. The print is a memorial for one of our sweet cats who passed a couple months ago so it’s very special to us. can’t thank yall enough. 🤍
June 25, 2026
Reply from West & Willow
Hello Krysta,
Thank you for your heartfelt review. We're so sorry the frame arrived damaged, but we're glad our team could quickly arrange a replacement. It means so much to us to be part of honoring your sweet cat's memory. ❤️
Still waiting for my mug but the…
Still waiting for my mug but the picture of Jack is perfect.
July 1, 2026
Reply from West & Willow
Hello William,
Thanks for your review! We're so happy to hear Jack's picture turned out perfectly. We hope your mug arrives very soon, and we're sure you'll love it! ☕🐶
Gorgeous embroidery of my dog
All went well, fast and efficient international delivery to Australia. My embroidered hat looks excellent, the image looks just like my dog! Great quality I love it
June 20, 2026
Reply from West & Willow
Hello Elizabeth,
Thanks so much for your kind review! We're delighted you love your hat and that it looks just like your dog. Enjoy it! 🐶❤️
Just beautiful!
The portrait they did for my two chihuahuas was beautiful! My husband and I love it and plan to order more!!! I received the email within a couple days to review before production. As soon as I approved, it shipped quickly. I highly recommend!
June 11, 2026
Reply from West & Willow
Hello Mindy,
Thank you so much! ❤️ We're thrilled you and your husband love your chihuahuas' portrait. We can't wait to create more special pieces for you!
I needed to change the color of the…
I needed to change the color of the frame for my beloved Luna. They immediately did that before being sent out to me.
The picture of my Luna is absolutely perfect. Thanknyou
June 22, 2026
Reply from West & Willow
Hello Marina,
Thank you so much for your kind words! ❤️ We're glad we could make the change for you, and we're so happy you love Luna's portrait.
Amazing work and terrific customer…
Amazing work and terrific customer service, I couldn’t have asked for a better memorial piece for my loving pet.
June 19, 2026
Reply from West & Willow
Hello,
Thank you so much! ❤️ We're honored to have created a special memorial for your beloved pet.
This is our second picture from West &…
This is our second picture from West & Willow! It came out perfect, just like the first one. Never had any issues.
June 21, 2026
Reply from West & Willow
Hello Lindsay,
Thank you so much for your continued support! ❤️ We're thrilled you love your second portrait just as much as the first. We truly appreciate you!
Ok but a little disappointing
The color is little off, i emailed asking about the picture because this was a gift and i heard nothing back. I was happy with few previous purchases but I guess I will bring my business somewhere else.
June 26, 2026
Reply from West & Willow
Hello,
We're truly sorry to hear about your experience. We sincerely apologize for the lack of response and that the portrait didn't meet your expectations. We appreciate your past support and understand your disappointment.
Reply from West & Willow
Hello Emily,
Thank you for your feedback! 😊 We're glad you're happy with your experience. We truly appreciate your support!
issue was corrected
I had a little trouble with my original order, but the support people helped correct it and sent me a new item.
June 16, 2026
Reply from West & Willow
Hello CP,
Thank you for your patience and understanding! 😊 We're so glad we could make things right, and we truly appreciate your kind words and support!
I just love the print of my dear dog…
I just love the print of my dear dog Sadie. I'd been thinking for years of how I could portray her, and this was the perfect solution. The price was reasonable and it arrived fairly quickly. It was so well done - I'm thrilled.
June 14, 2026
Reply from West & Willow
Hello,
Thank you so much for your wonderful feedback! ❤️ We're honored to have helped celebrate Sadie in such a special way. It means so much to hear that you love your portrait. Thank you for your support!
I have placed three separate orders
I have placed three separate orders, two of them one month ago. I’ve only received one of those orders in full, and the name was spelled wrong on one of the products. It’s been over a week since I requested a revision, and I keep being told that it will happen soon. I still haven’t received the other two orders in full, and I’m getting frustrated with the runaround.
June 2, 2026
Reply from West & Willow
Hello Jackie,
We apologize for what happened.
I’m glad to see this has already been sorted 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 ❤️
Reply from West & Willow
Hello Daisy,
Thank you so much for your kind words! 😊 We're delighted you had a great experience. We truly appreciate your support!
Very disappointed I’ve purchased 3…
Very disappointed I’ve purchased 3 pictures from here and the 3rd one was mailed to the wrong address and the color was wrong I emailed them but never got a response and there is no phone number on the their website will never buy from here again!
June 21, 2026
Reply from West & Willow
Hello Jodi,
We're truly sorry for your experience. Our team is currently working with you to resolve this issue, and we appreciate your patience. Thank you for giving us the opportunity to make things right.
I have ordered a few items from you in…
I have ordered a few items from you in the past, and this time I think someone dropped the ball on shipping it out. I ordered it on June 8th, it was a gift. It finally was delivered on June 30th. I sent several inquiries regarding a confirmation on whether or not the item had been shipped. It took several days to get a response. Seems a long time for one item.
June 8, 2026
Reply from West & Willow
Hello Amy,
We're truly sorry for the delay and the lack of timely communication. We understand how disappointing this must have been, especially since it was a gift. Thank you for your patience, and we sincerely apologize for your experience.
Still waiting for my replacement order
Still waiting for my replacement order, not receiving help through support. Very surprised at how poor the customer service is but I keep receiving links to write them a review.
June 20, 2026
Reply from West & Willow
Hello Savannah,
We're truly sorry for your experience. We're glad the issue has now been resolved, and we appreciate your patience and understanding. Thank you for your feedback.
Reply from West & Willow
Hello Robin,
Thank you so much! 😊 We're so happy you love it. We truly appreciate your support!
5 stars
Great communication and much faster order completion than expected. Final product was perfect.
June 10, 2026
Reply from West & Willow
Hello Iris,
Thank you so much for your kind words! 😊 We're thrilled you loved the final portrait and that we exceeded your expectations. We truly appreciate your support!
First time ordering from this company
First time ordering from this company, package got lost. Several times reaching out, delayed response and no solution. 1 month later I finally received my package. Not satisfied with the service at all.
June 18, 2026
Reply from West & Willow
Hello,
We apologize for what happened.
I’m glad to see this has already been sorted 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 ❤️
Perfect!
The image looks just like our sweet girl! This (memorial) artwork was just what we needed as we grieve the loss of our family dog, who played such a special role in our lives. Thank you!!
June 10, 2026
Reply from West & Willow
Hello LKemm,
Thank you so much for your kind words. ❤️ We're truly honored to have created something meaningful in memory of your sweet girl. Wishing you and your family comfort during this difficult time.
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