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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it's been 10 days still no update about…
it's been 10 days still no update about my order and i stupidly paid extra for "front of the line" i will be returning this immediately
11 May 2026
Reply from West & Willow
Hello Leslie,
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.
Frame arrived damaged
Frame arrived damaged. After agreeing to a replacement, they ghosted me. I have not heard from them since.
10 May 2026
Reply from West & Willow
Hello David,
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.
The print is just ok
The print is just ok. One dog (Max) looks gray haired when he had black hair. The cat (Meeka) is really disproportionately small and sickly looking. He was a big boy! Almost as big as the dogs and he looks very strange next to the dogs. I still hung it up, but it’s just not a great representation of our pets that have all passed away.
10 May 2026
Reply from West & Willow
Hello Ann,
Thank you for sharing your feedback. We're sorry to hear the portrait didn't fully capture Max and Meeka the way you remember them. We understand how meaningful these portraits are, especially when honoring beloved pets who have passed, and we're disappointed to hear the final result missed the mark. We truly appreciate your comments and will share them with our team.
Awful customer support
I still haven’t received my proof. I can’t get an answer from customer support. I have ordered several photos from this company in the past with no issues. But moving forward, I will no longer support this business nor recommend it.
3 May 2026
Reply from West & Willow
Hello Emily,
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.
End of Life Portrait
I sent a picture in of my dog in his prime, he’s coming down to his last days now. They replicated it perfectly and it looks absolutely amazing. I’ll definitely be getting more work from West and Willow!!
10 May 2026
Reply from West & Willow
Hello Alex,
Thank you so much for sharing this. We're truly honored to have created something so meaningful for you and your dog. Knowing we were able to capture him perfectly during such a special time means the world to us. We appreciate your kind words and look forward to creating more memories for you in the future.
Coloring off but happily replaced with new one
I ordered two pictures; one for me and one as a gift. The gift dog image was perfect. My pic was a little off on the coloring and they happily agreed to fix and send me a new one! What great customer service. I’m very pleased.
1 May 2026
Reply from West & Willow
Hello C Salgle,
Thank you so much for your kind words! We’re glad to hear the gift turned out perfectly and that we could quickly make things right with your portrait. It means a lot to know you’re pleased with both the result and our customer service!
You did a great job capturing K2
You did a great job capturing K2, my brother's cat. He was very pleased.
Also, I changed the delivery after ordering and you very nicely made that change so the gift could go straight to my brother's home.
Lastly , it came right on his birthday so timing was perfect and in very good condition.
30 April 2026
Reply from West & Willow
Hello Carolyn,
Thank you so much for your kind words! We’re thrilled to hear both portraits turned out so well and that your college kids loved them—it sounds like such a special addition to their new place. So glad they arrived quickly too!
Both portraits look so good
Both portraits look so good. My college kids were thrilled, as we got them each one of their dogs for their off-campus housing. They came quickly, also, in 10 days from ordering.
7 May 2026
Reply from West & Willow
Hello Elaine,
Thank you so much for your kind words! We’re thrilled to hear both portraits turned out so well and that your college kids loved them—it sounds like such a special touch for their off-campus homes. So glad they arrived quickly too!
Reply from West & Willow
Hello Albani,
Thank you so much! We’re thrilled to hear you think we did an amazing job—it truly means a lot to us!
Paid to expedite. 12 days later still no change
I paid to expedite my order. It has been 12 days and my order status has not changed from “awaiting fulfillment from the merchant”
5 May 2026
Reply from West & Willow
Hello Eric,
We apologize for the delay.
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.
I’m extremely disappointed with my…
I’m extremely disappointed with my experience with West & Willow. I placed my order with expedited shipping nearly two weeks before Mother’s Day specifically to make sure it would arrive on time, and I also paid extra for a proof preview. After constant back-and-forth with customer service and multiple emails trying to get updates, the proof was not even sent to me until the day before Mother’s Day — completely defeating the purpose of paying extra for it in the first place.
For a company charging premium prices for sentimental custom gifts, I expected much better organization, communication, and customer service. Missing a Mother’s Day deadline after paying extra for rush service is unacceptable, especially with the lack of communication and delays surrounding the proof approval process. Very frustrating experience overall.
25 April 2026
Unprompted review
Reply from West & Willow
Hello MIa,
We sincerely apologize for the delays and the frustration this has caused, especially with the missed Mother’s Day timing. This is not the level of service we aim to provide, and we truly appreciate your feedback.
Fast shipping & great print quality
Fast shipping, and the print is what I expected. I had a small issue w my order and had no issues replacing it. Replaced quickly and they were apologetic as well. Thank you!
The print is a matte finish on cardstock paper, not shiny photo paper just FYI
27 April 2026
Reply from West & Willow
Hello Christina,
Thank you so much for your thoughtful feedback! We’re glad to hear everything arrived quickly and that the print met your expectations. We’re also happy we could resolve the issue promptly for you. We truly appreciate you sharing the detail about the finish as well—thank you for your support!
Amazing portrait
Amazing portrait! Would definitely recommend this for anyone interested
28 April 2026
Reply from West & Willow
Hello Tavion,
Thank you so much! We’re thrilled to hear you love the portrait and truly appreciate your recommendation!
I still have not received my order
I still have not received my order. I have been waiting and hoping every day, but I still don’t have it.
4 May 2026
Reply from West & Willow
Hello Natasha,
I sincerely apologize that you have not yet received your order. I understand how disappointing and frustrating it must be to wait for something you have been looking forward to every day. We are very sorry for the delay and any inconvenience this has caused.
Thank you for your patience and understanding.
I ordered this 2.5 weeks ago and it…
I ordered this 2.5 weeks ago and it took 2 weeks to get the artwork proof sent to me (their site says it will arrive in 48 hours). When I received the proof to review, I could not review or approve the proof as it said they were working on my edits (that I did not send in). I requested assistance four days ago and am still waiting for support. Looks like my Mother’s Day gift will arrive 2-3 weeks late.
25 April 2026
Reply from West & Willow
Hello Tiffany,
We apologize for the delay.
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.
Still waiting for my proofs or a…
Still waiting for my proofs or a response to my email. Your email on your web site is incorrect. Extremely worried I’ve been ripped off.
2 May 2026
Reply from West & Willow
Hello Christine,
We apologize for the delay.
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.
Reply from West & Willow
Hello Samantha,
Thank you so much! We truly appreciate your support and are so glad you love ordering from us!
Great product and great customer service!
I had made a mistake when placing my order and their customer service quickly resolved my issue and I was able to place another order with no problem. Our picture turned out so good and my sister who lost her dog was in tears when she opened it! Great company and great work!
2 May 2026
Reply from West & Willow
Hello Missy,
Thank you so much for your kind words! We’re glad our team could quickly resolve the issue and make the process smooth for you. It truly means a lot to hear the portrait turned out so well and had such a meaningful impact—thank you for trusting us with such a special gift!
Reply from West & Willow
Hello Jackee,
Thank you so much! We’re so glad you think it turned out cute and that it was worth the wait—it truly means a lot to us!
Charging for a proof before printing is ridiculous.
I haven't seen the artwork for my recent order yet (I received a set as a gift quite some time ago and loved it). I would say that charging for a digital proof is disgusting, especially considering the crazy prices; I guess you gotta get greedy before AI replaces all this type of 'work'. If I'm paying ~200 CAD for some digital artwork a digital proof should be included in that price.
1 May 2026
Reply from West & Willow
Hello M.O.,
We’re sorry to hear about your frustration and appreciate you taking the time to share your feedback. We understand your concerns regarding the digital proof and pricing, and we’ll be sure to pass this along to our team. Your input is valuable as we continue to improve our experience.
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