Tuesday, November 10, 2026 · Customer reviews of US businesses
The Fair Hearing score
Great
18,273 reviews
West & WillowSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
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 The Fair Hearing, with an average rating of 4.1 out of 5.
Showing 2,455 reviews with 1 star · Clear filters
I ordered a pet portrait and additionally a digital copy, I have not received my digital copy and no communication of when to expect it or my actual order. Very displeased
By Sean R.
Response from West & Willow· May 11, 2023
Hi Sean, We are very sorry for the confusion. Upon checking, your order is on its way! Please check your email for tracking details.
The image on the picture was way too small and the frame size not as advertised. I have cancelled and requested a refund but since chasing 3 times have heard nothing. Very dissatisfied indeed. Order number is 423259…W&W kindly contact me!!!!! As requested in W& reply you can see I have sent my order number. Unsurprisingly they have yet to contact me or comment as to refund status. I guess this company is happy to send a defective product then keep your money - very poor.
By EH
Response from West & Willow· May 10, 2023
Hi there, I am sorry to hear of this matter! We cannot locate your account at the moment. Kindly update your review with an order number or reply to the email we sent you here.
I ordered a portrait of my friend’s dog as a birthday gift. I paid extra to “skip the line”. I have just emailed customer service to request a refund for the extra fee. I have no idea when the portrait will arrive, but it has been 3 weeks since my order was placed and I have heard nothing from them. I am also considering filing a fraud claim with my credit card company.
By Michigan
Response from West & Willow· May 9, 2023
Hi there, I am sorry to hear of this matter! We cannot locate your account at the moment. Kindly update your review with an order number or reply to the email we sent you here.
I never received my initial order, I contacted the company and the allegedly sent a replacement but I’ve yet to receive my replacement or even a tracking number that is showing me where my order is. It’s been over a month.
By Ashley H.
Response from West & Willow· May 9, 2023
Hello Ashley, We are very sorry for the confusion. Upon checking, your order had already been delivered. Please check your email for more information.
I clicked on the expedite option and then after I paid it said it can still take 3-4 weeks for it to arrive. There should be transparency on how quick the arrival time is before it’s being paid for
By Mickey
Response from West & Willow· May 3, 2023
Hi Mickey, Thank you for letting us know about this. We apologize if your experience was not of the quality you expected. We would like the opportunity to investigate your feedback further.
I ordered my phone case and paid extra to be bumped to the front of the line and it still hasn’t shipped. That was over 6 weeks ago.
By Maddie B.
Response from West & Willow· May 3, 2023
Hello Maddie, Oh no! This isn't good. Our shipping specialist would like to investigate this for you. We just sent an email to you with more information.
Said it would take up to five business days to get a confirmation email of when package would be shipped but never received an email. Wish they would also show a preview of what picture would look like before shipping it out. Hoping the package comes in general!
By Heidi W.
Response from West & Willow· May 2, 2023
Hi Heidi, We are so bummed to hear this! We'd love to put a smile on your face. We just sent an email to the address on your order.
I wish I could give zero stars. This company is HORRIBLE!! I placed an order on April 6, 2023 for a portrait of my two dogs. After 3 weeks of waiting I decided to email support to get the status of my order. Customer service emailed me two days later saying that my photos were “missing”. How could they be “missing” if photos NEED to be uploaded to the website before you can even checkout. Also, if my photos were “missing” why didn’t anyone contact me to resend them? Would anyone have contact me if I never reached out first? Absolutely terrible experience. I have no idea when I’ll be getting my order. I wish I would have checked the reviews first. Save your money and shop elsewhere. My order is Order #424052
By Brey J.
Response from West & Willow· May 2, 2023
Hi there, I am sorry to hear of this matter! We cannot locate your account at the moment. Kindly update your review with an order number or reply to the email we sent you here.
