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
Cannot comment yet, as I haven’t received anything yet 🤷🏻♀️
By Kayla C.
Response from West & Willow· Oct 4, 2022
Hi Kayla, We are very sorry for the confusion. The first review email was for the shopping experience on our website.
The picture was decent. The color came out a lot darker than I expected and i ordered a larger size picture and I felt like a lot The space available was not used.
By Erin G.
Response from West & Willow· Oct 3, 2022
Hello Erin, We're sorry to hear you are unhappy with your artwork! Different factors can affect the final 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.
This was my 3rd order, 4th pet picture and I was a little disappointed that it wasn’t cut correctly or evenly and was rushed. I did reach out to customer service and they corrected the issue but it has taken a week to get a response and resolution
By Becki A.
Response from West & Willow· Oct 1, 2022
Hi Becki, We set a high standard for our services, and we’re so sorry to hear this was not met in your interaction with us.
Their product is great and the pictures are fantastic…but the customer service was mixed. It takes a very long time to actually receive your order, so plan accordingly.
By Renee S.
Response from West & Willow· Oct 1, 2022
Hi Renee, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an e-mail, and hope to resolve it promptly and accurately.
I ordered a digital file but the site doesnt give good details about when/how to receive the file before it is paid for!..
By Mark
Response from West & Willow· Oct 1, 2022
Hi Mark, Thank you for your feedback! We are still working on making some internal changes based on your recommendations.
I have seen this product for some time. My sister-in-law has three prints and I loved them. My order came in and there were mistakes. There’s no proof process. I ordered a two dog print and the names were mixed up. The features on one of my dog’s weren’t in the same ratio as the other dog(his nose was way out of proportion), I’m assuming this had to do with the angle of the photos I sent? I reached out for help a week ago, and still haven’t gotten a solution, even though I received an automated reply that I’d hear back in 24-48 hrs.
By Stacy C.
Response from West & Willow· Sep 29, 2022
Hi Stacy, 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.
Update 10/26: after I wrote a bad review, someone finally got in touch with me. They worked well to get me a new portrait and even let me see it and make suggestions before they printed it. I’m really happy with the picture, but I’m still only giving it 3 stars because I don’t think the customer service is good. They only seemed to be responsive once I wrote the bad review. I also probably wont order from here again just for the worry of having to do this all over again. Not worth the time or effort. Also, it’s really too expensive for what you get. I don’t think the frame is really worth the extra amount they charge for it. Update: it has now been more than 72 hours and STILL no one has reached out to me. I want my money back. I was sent the WRONG PET in the portrait I ordered. There is no number for me to call so I emailed. It said someone would get back to me in 24-48hrs. It’s been over 48 and no one has reached out to me. Order #294446.
By Gabrielle B.
Response from West & Willow· Sep 28, 2022
Hi Gabrielle, 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.
Everything is great, until you get to shipping. There are options for, “Get it to you faster” and “standard shipping” but, I have yet to see (even after I’ve placed my order, and checked my confirmation email) when, or even an idea of when, I will receive my package.
By Christie V.
Response from West & Willow· Sep 27, 2022
Hi Christie, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. We sent you an e-mail to get this sorted.
