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
I ordered a picture, but it got lost. I had no updates from the company until I reached out. Now they have to create a whole new order
By Scott W.
Response from West & Willow· Jan 22, 2024
Hello Scott, 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.
This has been my Christmas 2023 disaster. My prints were the first present I ordered for Christmas. I was expecting them in 2-3 weeks, plenty of time for Christmas. After multiple attempts to contact the company which doesn’t have a contact number or direct line to speak to an actual person, No customer service AT ALL😡😡😡. It’s Christmas Day, no photos to give to anyone, what a huge disappointment. How can they have so many 5 star reviews??? All I want is my pet portraits, and I didn’t receive my digital download either. I need a response from someone, an actual person, please!!! Where are my prints??? When will I receive them??? How do I get these gifts to my family members now the holiday is over???
By Wendy M.
Response from West & Willow· Jan 18, 2024
Hi Wendy, 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.
So disappointed! I bought this for my daughter in law for Christmas and I was SO embarrassed by how CHEAP it was. You would think that if you spent $100 on a gift it wouldn't be plastic! The frame was cheap and the picture they did was HORRIBLE!! I would NEVER recommend them to anyone.
By J H.
Response from West & Willow· Jan 20, 2024
Hi Hunter, I am sorry to hear of 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.
Dear W&W, I thought this would be an easy process, I'm not a Luddite with the Web and yet, I simply wanted to provide you a photo of our two boys. I selected everything and yet you still asked for another picture, no F'n clue why? Was it a quality control thing or another aspect or a similar pic? I ask as I saw a coffee cup rendering and it had two fo the same thing so four of the pups and that looked stupid also. I want one pic with two dogs. yet, you asked for two pics. Please tell me I'm not the only stupid mf that is confused by your website process? Kind Regards, Mark
By Mark C.
Response from West & Willow· Jan 20, 2024
Hello Mark, 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.
We placed an order on December 13 and paid extra for Rush shipping. We have received no status updates other than it is in progress. Today is Christmas day so I sent them an email asking when it is likely to be shipped. I have received two requests from them to submit a review, so here you go.
By Monica E.
Response from West & Willow· Jan 14, 2024
Hi and thank you for reaching out to West & Willow! Your request has been received and is in the queue to be answered within the next 2-4 days. We are currently experiencing a very high demand for customer service, but please note that we will get to you and we will provide the highest level of customer service. We assure you that we will respond as soon as possible. Are you unhappy with your completed artwork or did your order arrived damaged? We'll be happy to replace it. Please complete this form: https://airtable.com/shrBqXZhp3VYK94CP and expect an email within 48 hours. Please note that all artwork issues and damaged orders must be processed on this form. In order to get your replacement processed ASAP, please complete the form as soon as you can. Looking for your digital file? Our system experienced an outage and a few customers never received their emails - we will send them to you manually. In the meantime, check out some of our top questions and answers below. How long will it take for me to receive my order?: https://westandwillow.com/policies/shipping-policy Orders typically arrive within 2-3 weeks. However, orders placed over Black Friday weekend may experience longer shipping times due to delays from shipping carrier, up to 4 weeks. I'm not sure if my photo will work.: https://westandwillow.com/pages/image-guidelines We can work with most photos! Please upload your best option based on guidance on our image guidelines page: https://westandwillow.com/pages/image-guidelines. Don't worry, if your photo will not make a good illustration for any reason, we will reach out. Can I cancel or make changes to my order?: https://westandwillow.com/pages/contact-us/# We can usually cancel an order or update an address within 30 minutes of it being placed. After 30 minutes cancellations or address updates can no longer be made. Please note, in some cases, changes may result in shipping delays. Cancelation requests within 30 minutes of the order being placed will always be honored. Color, size, and photo updates cannot be made after an order is placed in most cases. If any of this information answers your question or if you have already completed the replacement form, please respond back to this ticket with the word CLOSE
I received the wrong portrait that was supposed to be a Christmas present. Then I received numerous emails about the error asking the same questions over and over. You need someone who actually calls the customer about the problem.
By Tammy H.
Response from West & Willow· Jan 20, 2024
Hi Tammy, We are very sorry for the delivery mix-up. We just sent an email to the address on your order.
Final product poor quality. I could have done the same on my own printer. $120 for a poor quality 8x10 generic dog pic of your dog. First product had wrong name. Still waiting for replacement.
By allison B.
Response from West & Willow· Jan 8, 2024
Hi Allison, 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.
I’m very disappointed and upset that I paid $80 plus for a simply framed 8x10, not good picture of Tucker. He does have a sugar face but not just around one eye!! I could have done a better job at Walgreens for a fraction of the cost.
By RON AND JUANITA M.
Response from West & Willow· Jan 20, 2024
Hi Ron, 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.
