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
VERY slow to ship. It's been almost two weeks and my item still hasn't shipped.
By ER
Response from West & Willow· Dec 21, 2023
Hello Richard, We are very sorry for the confusion. Upon checking your order, it will be delivered tomorrow.
I have emailed you guys and asked for confirmation that you have my order as I did not receive a confirmation after purchase, only a “please review” email but I have not heard back from anyone on your end. Please respond
By Melissa
Response from West & Willow· Dec 21, 2023
Hello Melissa, We hate to hear this! We are reaching out to your email now to help get this resolved for you.
My custom bowl is not like what is represented on the website; It is much smaller (font size of dog’s name and the picture does not go down all the way and smaller)!!!!! Don’t waste your money.
By customer
Response from West & Willow· Dec 21, 2023
Hi Lauren, 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.
Ordered on 12/4. Never heard a peep from the artist, never saw a proof. Just got an email that the art has shipped?! I am really upset.
By sue
Response from West & Willow· Dec 21, 2023
Hi Sunanda, Thank you so much for entrusting us with your pet's portrait! To get your order to you as efficiently as possible, we do not order artwork previews. Guaranteed though that we have extremely talented designers who will bring out the best in your pet. 👍🏼
Was not able to see proof of poster prior to shipping to ensure likeness , as this was a gift for my husband. Receiving countless emails to review product, even though it is not set to ship out for 3 weeks potentially and missing Christmas. Purchased the “digital version” which was available only after the poster was purchased, but still not able to see the digital image. Can’t give a star on a product that was 100$+ and was not able to see and will not arrive potentially for Christmas gift (purchased on Black Friday).
By Brittany P.
Response from West & Willow· Dec 21, 2023
Hi Brittany, 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. You should receive a link to download your digital file within the next few days from our system. If it does not arrive by the time your order arrives, please reach out.
Not well I keep getting ads and see no confirmation of when it’s going to be shipped since I ordered it on November 26 and now we’re almost in the middle of December
By Doreen
Response from West & Willow· Dec 21, 2023
Hi Doreen, We are very sorry for the confusion. Upon checking your order, it will be delivered tomorrow.
Advertised at $60 and my order which was very basic came in at $147. Very dodgy marketing here. Not happy
By Nathan H.
Response from West & Willow· Dec 16, 2023
Hi Nathan, 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 have received the email to do a review but I never received a confirmation via email or text. I have reached out to customer support multiple times via text and email but no one has gotten back to me. I just want to know the status of my order.
By Nina M.
Response from West & Willow· Dec 15, 2023
Hi Nina, I have found a number of email threads with you, all of which have been responded to. We use a ticketing system to ensure nothing gets missed, but I do not doubt what you are saying, and I apologize as our system must have failed us on this occasion. Please check your email for more information.
