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
You didn’t even print out picture!
By Andrea M.
Response from West & Willow· Dec 15, 2023
Hi Andrea, We are very sorry for the confusion. Upon checking your order, it was already delivered. Please check your email for more information.
I still have not received the pet photo I ordered. You’ve sent me a reply apologizing and saying “it’s on the way”. But I still have not received it and I ordered it as a Christmas gift. Will it be here before Christmas ??????
By Daniel C.
Response from West & Willow· Dec 15, 2023
Hi Daniel, We are very sorry for the confusion. Upon checking your order, it is on its way! Please check your email for tracking details.
order taking longer than expected and feel i’m being scammed
By Jamie-Lynn B.
Response from West & Willow· Dec 15, 2023
Hello Jamie, 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.
Have not received my last order. Ordered November 6th. Customer service is very delayed and only send you a generic Q and A to review as opposed to looking into the problem. I have ordered 4 times with this company and will not order ever again.
By Alicia A.
Response from West & Willow· Dec 15, 2023
Hello Alicia, 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.
I am being asked to review a product that I have not yet seen a proof of or received.
By Cynthia M.
Response from West & Willow· Dec 15, 2023
Hi Cynthia, We are very sorry for the confusion. The first review email was for your shopping experience. You will receive a second review email once your order arrives.
Company presents itself as caring about customer satisfaction, they falsely claim to provide services such as changes within 30 minutes and free shipping over $100. I ordered from overseas a memorial portrait, I emailed twice within 10 minutes to confirm some details to ensure this was the perfect memorial gift. The support team were nothing but rude and unhelpful, refusing to commit to their “changes within 30 minutes”. I also paid shipping on my order that was over $100, this was fine, but the lack of care or compassion was a huge red flag for me. Biggest regret purchasing, and I’m crushed as I wanted to purchase portraits of my own pets upon the arrive of this purchase. Clearly this company does not care for its consumers as they falsely claim, the ACCC has been notified.
By Steph
Response from West & Willow· Dec 15, 2023
Hi Steph, 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.
The image I received first was not at all the correct coloring of my pet. When I reached out I was told it would be corrected and emailed to me to review within 3-5 days. ELEVEN days went by and I had to reach out to them to request a refund. Upon this email I received a new print with better coloring after 2 days. It still is not a great print and the image doesn't truly reflect our pet unless you look at the image from a distance. I would not recommend this as it seems the advertising is not showing the product quality/level you receive.
By SW
Response from West & Willow· Dec 15, 2023
Hi Sara, We are very sorry about that. Upon checking, you approved the preview of the artwork for your replacement order.
The results look really cheap. Also with a polar yellow lab white on white is terrible too. Would have hoped to have more than the face and a nicer font for the name.
By joelyn M.
Response from West & Willow· Dec 15, 2023
Hello Joelyn, 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.
