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 893 reviews with 2 stars · Clear filters
Ordered a digital and a framed piece, havent received either even though the digital was “ready”. Nor have I heard from them regarding either
By Amy B.
Response from West & Willow· Apr 10, 2023
Hi Amy, We are very sorry about that. Upon checking, your order is on its way! Please check your email for the tracking details.
Take so long for them to ship order
By Maceo W.
Response from West & Willow· Apr 3, 2023
Hi Maceo, Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. We are sending you an email now to get this taken care of.
Very slow …Service provider does not reach out to you and have no clue what you’re getting or if you even approve the work till you get it … Very Very over priced !!!!
By Wendy M.
Response from West & Willow· Mar 27, 2023
Hi Wendy, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We sent you an email to get this sorted.
I was really excited for this item. It’s mine and my boyfriends first dog together and I got it as a gift for his 30th birthday. I ordered it 10 days ago and did not get any updates other than a status of “ standard shipping” messages the company and they said “ sorry for the delay it’s in the fulfillment stage” I asked how long that takes and they said in so many words “ you’ll receive an update through the mail once it ships” pretty upset I couldn’t get an estimate of how long it would take and now it’s late for his birthday.
By Lauren B.
Response from West & Willow· Mar 23, 2023
Hi Lauren, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We sent you an e-mail to get this sorted.
The pic was ok. Didn’t really look like my dog once I got it
By BNA
Response from West & Willow· Mar 20, 2023
Hi Jeff, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an email and hope to resolve it promptly and accurately.
My first experience purchasing a West & Willow product has unfortunately been kind of disappointing. First, there were some logistics issues. I originally placed my Custom Pet Portrait Phone Case order on 1/15/23 during an MLK Day promo. I made note of the shipping details sent in my order confirmation ("Orders within the U.S. typically arrive within 3 weeks. However, orders placed during holiday periods may experience longer shipping times due to delays from shipping carriers, up to 4 weeks.") so I didn't think much of it when I didn't receive a Shipping Confirmation for a while. Eventually on 2/28 I noticed that I still hadn't received my order, so I reached out to Customer Service for an update since had been more than 6 weeks since my order was placed. I appreciated that someone reached out to me within literally 10 minutes, where I found out that my "order was stuck somewhere" so they would get a new one in the works and expedited immediately. From that point, the order arrived just about 1 week later so clearly production & shipping was not a major issue and the original order was truly just lost forever. I wish I could say that I'm over the moon thrilled with phone case now that it finally arrived, but I'm honestly still disappointed. I'd love to be able to add a photo to my review to illustrate the flaws: there are not-so-faint vertical lines throughout the artwork where you can clearly see brief pauses that occurred during the screenprinting process, and on top of that there is also a strange blue-ish tint across the bottom left corner of my image. In the end, if the final product was perfect then I would have written off the shipping trouble, but the delays combined with a lackluster product just leaves me feeling disappointed overall.
By Dana
Response from West & Willow· Mar 17, 2023
Hi Dana, 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 email from us.
All the pop up ads are annoying. I didn’t come on your website to order hello fresh.
By Jordan R.
Response from West & Willow· Mar 17, 2023
Hi Jordan, We are very sorry about that. We are still working on making some internal changes based on your recommendations.
Picture arrived and I was unhappy with one aspect of it - I complained and they initally appeared responsive and helpful - they sent me a revised image and promised to get it to me when I was happy with it. I replied promptly (on 18th Jan) and said yes - and I have never heard from them again (it's now 11 March)! I have asked four times for a despatch or delivery date and received no reply and not had the revised picture either. Order #396800
By Paul
Response from West & Willow· Mar 13, 2023
Hi Paul, I am sorry to hear about 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.
