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
My picture makes her dog look like its neck is very fat. It will be going straight to the garbage
By Tyler W.
Response from West & Willow· Dec 3, 2021
Hi Tyler, 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 ordered a print. The box it was shipped in arrived all crumpled and so the print inside was crumpled too. Who puts a print in a regular cardboard box? Nor were there any stickers on the outside of the box that stated ‘do not fold’. The print looks like a crumpled piece of paper someone took out of the trash and tried to smooth it out. Complete waste of money!!
By M - C.
Response from West & Willow· Nov 26, 2021
Hi there! We hate to hear that your order quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
Your discount code is misleading, the 10% discount code removed the FREEMUG code and I accidentally ended up buying a mug that I didn't want.
By GABRIELLA R.
Response from West & Willow· Nov 20, 2021
Hi Gabriella, We are sorry for the confusion. Please be advised that you can only use one code per order. We are reaching out to your email now to help get this resolved for you.
I purchased the digital download but I did not receive it. When I searched the site I get No Downloadable Images Found
By Sarah B.
Response from West & Willow· Nov 18, 2021
Hi Sarah, 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 am so disappointed with my order my mug had a scratch on it and my picture frame backing is broken and missing a staple and the front of the photo is filled with dirt, etc. I can’t remove because the frame is broken. This was a holiday gift for my sister in law who just lost her pet but in the state it came in I cannot gift this to her. Very disappointed in this order. 😞
By Melissa M.
Response from West & Willow· Nov 18, 2021
Hi Melissa, We hate to hear that your order quality was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.
I was very disappointed with this order process. I could not get the "FREEMUG" discount to work in the allotted time frame and Customer Service will not answer my request for help. I will not be ordering from this company again.
By Zoe
Response from West & Willow· Nov 18, 2021
Hi Zoe, 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.
Pet name spelled wrong nowhere to upload picture of pet
By Lisa E.
Response from West & Willow· Nov 18, 2021
Hi Lisa, Thanks for sharing your feedback. We’re sorry you had a bad experience. It was an uncommon instance. We sent you an e-mail to get this sorted.
Haven’t even been able to see the finished product. UPS informed me today that I should of received it a day or two after they gave it to USPS. 8 days later I can’t get answers from the company and had more luck getting answers from UPS. This is supposed to be a gift for this weekend but I highly doubt I’ll be able to get any kind of help. I hate that there’s no number to speak to someone.
By Maredith T.
Response from West & Willow· Nov 18, 2021
Hello Maredith, 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.
