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
Never received my mug and the 8x10 photo of my dog his coat and nose are both two shades darker than the original photo. This was a gift to my mom because we recently put him to sleep this is beyond upsetting! I haven’t heard back from anyone regarding this .
By Ramin D.
Response from West & Willow· Sep 20, 2021
Hello Ramin, 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.
Image looked nothing like my dog. Still waiting to see a replacement since I cannot get a refund.
By Disappointed
Response from West & Willow· Sep 17, 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.
This entire experience has been awful. It’s been almost a month and I still have not gotten my order. I also paid for expedited shipping and a digital download, then I was told I didn’t when I was charge. Won’t order again.
By Ck
Response from West & Willow· Sep 16, 2021
Hi there, It definitely sounds like we could have done better for you! Upon checking your order, you were not charged for expedited shipping and digital download. We are sorry that your experience didn’t quite match your expectations, it was an uncommon instance. We want our customers to be 100% happy with their order and our service. Please check your email for an email about this.
Honestly I'm just so disappointed. This was expensive and it looks like a poorly cropped out image. The colors of my cat on the west&willow "art" are significantly darker than the image sent in which makes it not look like my cat. The lines are strange. The artist literally added more fur/hair detail than what was visible on the image so my cat's face looks bad and stripy in a way that it absolutely should not look. Very sad. I wish you would have sent a proof for approval ahead of time.
By Stephanie M.
Response from West & Willow· Sep 10, 2021
Hi Stephanie, 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.
order doubled and charged double and one is worthless not printed correctly and not responding to email. been good customer very very dissappointed will nit use again
By Tona H.
Response from West & Willow· Aug 18, 2021
Hello Tona, 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. Upon checking on your order, you were only charged once. We are so sorry for the confusion.
Leaving a 1-star review because West & Willow keeps sending emails requesting a review when it takes 7-10 days for a drawing to even be done. I haven't seen any product yet, how can I leave a review already?
By Alexander S.
Response from West & Willow· Aug 17, 2021
Hello Alexander, Thank you for bringing this to our attention. We’re sorry to hear of your experience, it was an uncommon instance. We are committed to providing great customer service and we would like to make things right. We will resolve it promptly and accurately.
I placed my order almost a month ago, ordered quick shipping, and still haven't gotten an update on my order being shipped. Very disappointing.
By Daria
Response from West & Willow· Jul 29, 2021
Hello Daria, 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.
I ordered a Print as a gift and came quickly and correct. I then ordered a second print of same images and waited over a month after order was created. I emailed customer service and said they would print right away. Order was never processed just ignored. Order finally received a few days later and it was the wrong picture. Order just placed again and waiting shipment. Terrible that I only got back 10% on my order. Even though product was nice will definitely not order again due to customer service.
By Amy A.
Response from West & Willow· Jul 26, 2021
Hi Amy, We want our customers to be 100% happy with their order and our service. This is definitely not the type of service we aim to provide. It definitely sounds like we could have done better for you! I have made our customer service team lead aware of this issue. Please check your email to address your issue.
