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 1,044 reviews with 3 stars · Clear filters
There is no phone number to contact and you have 30 minutes to make corrections and I spelled the dogs name wrong
By Lana M.
Response from West & Willow· Nov 28, 2023
Hello Lana, We are very sorry for the confusion. Upon checking your order, you successfully updated your order information.
Easy to order but I would have liked to see a mock up or something. Also - this is a gift and I did not see any option to make note of that .. or to send with a message.
By Dog M.
Response from West & Willow· Nov 28, 2023
Hi Patricia, We're so glad to know that you find the order process easy to do! Also, as of the moment, we don't have a system set up for preview yet. We are still working on making some internal changes based on your recommendations. 👍🏼
Am I rating my experience on me ordering something that’s art related that I haven’t even seen yet? Asking for a tip prior to seeing artwork is obnoxious. I definitely don’t mind tipping, but that should come after product is received.
By Amy
Response from West & Willow· Nov 27, 2023
Hi Amy, We are very sorry for the confusion. The first review email was for your shopping experience. You will receive a second review email when your order arrives.
No idea about my order. Have not get it and no info avilable about it
By claudia H.
Response from West & Willow· Nov 23, 2023
Hi Claudia, We are very sorry for the confusion. Upon checking your order, it's on its way! Please check your email for tracking details.
West & Willow has excellent customer service. It’s a great company. The likeness of the image to my pet is wonderful, but the only slightly disappointing aspect is the color that was chosen. My pup is a gray Weimaraner, but the portrait that we received shows her as brown causing her to look more like a chocolate lab. We will have this new picture of our 2nd pup hung next to another one from West & Willow of our 1st pup. Our first purchase from West & Willow was created more than several years ago and accurately shows our 1st pup as a gray/silver Weimaraner. Having the two pictures hung side by side makes the latest image look like a different breed. I compared the photos we submitted, to make sure it wasn’t my fault. The 2nd image was not darker. We would have given 5 stars if the color wasn’t off. I would’ve included a pic of them side by side, but this review site doesn’t provide that option. I still highly recommend them, but this time they missed the mark a bit.
By EddieL
Response from West & Willow· Nov 21, 2023
Hi Edward, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We would like the opportunity to investigate your feedback further.
Small than expected for how expensive it was
By Susan K.
Response from West & Willow· Nov 21, 2023
Hi Susan, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We would like the opportunity to investigate your feedback further.
First, the portrait looked nothing like the picture that was sent. Additionally, I have asked to find out about the digital portrait and never received a response - of course, the portrait is so bad that we wouldn't ever use the digital portrait anyway. UPDATE We did receive an offer of a new portrait. We did eventually get a new, improved portrait it did take a bit longer than expected due to the then holiday rush.
By MITCHELL
Response from West & Willow· Nov 20, 2023
Hello Mitchell, We're sorry to hear you are unhappy with your artwork! Different factors can affect the outcome, including shadows or filters on photos. That being said, we will be happy to work with you on a revision. Please look for an email from us about the next steps.
I don’t like the fact that I did not get a preview of what it might look like. What if I don’t like it?
By karen B.
Response from West & Willow· Nov 16, 2023
Hi Karen, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. As of the moment, we don't have a system set up for preview yet. We are still working on making some internal changes based on your recommendations. 👍🏼
