Monday, November 9, 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
Ordered from this site over 2 weeks ago and they still have not even shipped my product even though I paid extra to skip the wait line, would not recommend this site to anyone, terrible service. 1/5 stars
By Marshall
Response from West & Willow· Aug 30, 2020
Hello Marshall, We are very sorry this wan't sent as you expected. We have sent you a message to address this. Kindly get back to us in your most convenient time.
I ordered my package over a month ago and I never received it. I tried talking to their customer service and they said they would help but never did. I then asked for a refund and they refused. DO NOT PAY FOR THIS BULLCRAP
By upset C.
Response from West & Willow· Aug 29, 2020
Hello Madison, That really sound like a long wait! We are so sorry you have to go through this! Our shipping team is already aware about this. We will make sure that you will receive the portrait that we prepared for you!
I ordered 3 posters, when I received my order only 1 of the 3 was included. It was rolled up in a big box & the corners were bent from being knocked around in the box & it wasn't the right size, I needed to get a mat to look right in the frame. Customer service told me that it was the right size, it wasn't. I didn't pursue that because I just wanted my other posters. They did offer a small refund for the poster that I received. The emails that I received were mostly standard/automated that said things that didn't even relate to my issue & things were held up because the company doesn't provide a phone number & I had to wait for email replies. When I received my other 2 posters, same thing, they were rolled up in a big box with no padding, there were creases from being rolled up & this time, they were both too large for the frames, we needed to trim them down to fit! The artwork is beautiful & they look pretty good in the frames, other than creases. I read all of the other great reviews & I was referred to them so I have to say, I was so disappointed in the customer service, how the posters were shipped, the quality & how much time was spent on trying to get what I paid for.
By SR
Response from West & Willow· Aug 29, 2020
Hello Stephanie, Thank you so much for bringing this to our attention. We can't even begin to imagine how disappointed you are with this experience. We want to work with you to make things right. We're sending an email to the address on your account now to get this resolved.
Why are you sending me a review request when I have not received my item? I can’t get any details whatsoever since I placed my order. I paid extra for “front of the line” over a week ago and have heard nothing about it since until I get this request for a review.
By Traci
Response from West & Willow· Aug 29, 2020
Hi Traci, We are so sorry to hear about this! We have sent you an e-mail to address this.
4 weeks ago I ordered a 3 pet portrait. At arrival after 2 weeks, very disappointed at the lack of details. Now on my 4th round of edits and they still cannot get it right. No phone number to call. Every communication gets responded to a day later further causing delays and no regard for them ruing your experience and the excitement you had looking forward to the final product. Will not recommend or order again.
By P_Ari33
Response from West & Willow· Aug 29, 2020
Hi there! We're sorry to hear you are unhappy with your artwork! I have made our customer service team lead aware of this issue. Please be assured that we will correct this one for you. We greatly appreciate your patience with us.
You didn’t include my apartment number on my shipment and it was returned to you. Then you charged me another shipping fee to resend.
By Marie P.
Response from West & Willow· Aug 27, 2020
Hi Marie, We are extremely sorry you had issues receiving your order. We have checked your order, and it looks like you missed to add the apartment number on the shipping address. Rest assured though that our Shipping Team can help you with reshipment. Thank you so much for the continued patience.
Never received my package :)
By Mia C.
Response from West & Willow· Aug 26, 2020
Hi Mia, We extremely apologize if you haven't received your order yet. Our Shipping Team is looking into this right now. Kindly check your inbox for further information.
I was bitterly disappointed. After a very long wait - the name of my pet was incorrect. It said Lessie rather than Jessie and it is unclear how this can be changed
By Jacqueline H.
Response from West & Willow· Aug 25, 2020
Hi Jacqueline, This is such a bummer! We are so sorry for the mixed up. Your satisfaction is our top priority so we'd love to make this right with a new piece of artwork. We just sent an email to the address on file. Please get back with us at your earliest convenience.
