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
Terrible! ZERO SERVICE
By Lori G.
Response from West & Willow· Dec 28, 2021
Hi Lori, 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. Kindly check your inbox for an e-mail from us.
Not happy with my art on the last order.
By Alex M.
Response from West & Willow· Dec 28, 2021
Hi Alex, We are sorry that your experience didn’t quite match your expectations. We would love to know why so that we can deliver a better experience. We are sending you an e-mail now to resolve this. Again, thank you for your feedback!
The worst customer service I have ever experienced. I tried to cancel my order within the 12-hour limitation - I emailed SEVEN times and never heard back from anyone. So now I am receiving a framed picture after Christmas that I cannot use.
By Stephanie B.
Horrible experience! They have zero ability for you to track your order. I sent an email and was told I had to wait three days for a response. When I got a response, they did not answer my question as to when I would receive my order. They just said they are doing their best! They have on line chat to place your order but once they have your money there is no way to communicate with them. Would never do businesses with this company or recommend them.
By Claire M.
Response from West & Willow· Dec 28, 2021
Hello Claire, We’re sorry to hear of your experience was less than satisfactory. We are committed to providing great customer service and we would like to make things right. Upon checking, I have found a number of email threads with yourself, all of which have been responded to. We use a ticketing system to ensure nothing gets missed, but I do not doubt what you are saying and I apologize as our system must have failed us on this occasion.
I find it ridiculous you give an option to add a tip. Pay your workers more if they need extra income and stop asking customers to supplement it instead.
By Casey
Response from West & Willow· Dec 28, 2021
Hi Casey, We want our customers to be 100% happy with their order and our service. It definitely sounds like we could have done better for you! Please check your email for an email about this.
I have ordered from this company before and received nothing short of a quality portrait that exceeded my expectations. However, my most recent order was terrible and not worth the money. I ordered a three dog portrait as a gift that included the same dogs from a previous order. Upon receiving the portrait, my dogs lacked any sort of detail and and honestly made my dogs look kinda scary. Contacted customer support, and received a response after a few days notifying me that they will improve my portrait and send me a digital copy to review before they send me another one. This proceeded to take another week to receive over email, and they ended up sending me an edited portrait that was not my dogs. Currently waiting on receiving the correct edited portrait of my dogs. I will not be ordering from this company again and I will be recommending my family and friends to chose another company for their pet portraits. Not worth the money or the time it takes to get responses from the company.
By Nicholas Z.
Response from West & Willow· Dec 28, 2021
Hello Nicholas, This is definitely not the type of service we aim to provide. I have made our customer service team lead aware of this issue.
Ordered picture on 11-30/2021 and still have not received it or any email updates regarding it. So much for that Christmas gift.
By barbra M.
Response from West & Willow· Dec 28, 2021
Hi Barbara, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an e-mail, and hope to resolve it promptly and accurately.
Customer service is subpar. Does not reply quick to email and there is no number to contact. Also they did not promise my portrait by the guaranteed date.
By KO
Response from West & Willow· Dec 28, 2021
Hello Kelsey, 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 sent you an e-mail to get this sorted.
