Picture and frame came out great. The shipping communication can be worked on since I didn't get a status update until 1 week after my order. I honestly thought my pictures were rejected.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m very happy with the sketch of my pet, it’s wonderful. The reason I couldn’t give five stars is because the picture came without the staples secured to hold the print tight inside the frame, so the... See more
Company replied
The process was fine. The delivery was great. However, the item was underwhelming. Smaller than I thought and chain was too small for the person who I bought it for. Overall they liked it but thought... See more
Company replied
Would be a 5/5 but i got the picture i ordered its amazing will be ordering another for our new pup also! Kinda disappointed we never received the digital version of it and we paid for it.. I keep get... See more
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Company details
Written by the company
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.
Contact info
New York, United States
- support@westandwillow.com
- westandwillow.com
3.9
Great
20k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 91% of negative reviews
Typically replies within 1 week
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Wrong picture
I got a completely different dog to the picture I sent I emailed them and they sent back a form to fill out. And they are redoing the picture. I will update when I see if they send the corrected picture.
Update. They corrected the order and the new one was sent and it’s perfect thank you so much for handling it so quickly
8 June 2026
Reply from West & Willow
Hello Cathy,
We apologize for what happened.
I’m glad to see this has already been sorted by our team, but if there’s anything else you need, we’re always here to help.
Thank you for trusting us to make it right ❤️
I placed this order close to two months…
I placed this order close to two months ago. Approved the art weeks ago and haven’t gotten a single update on shipping or anything. It says your artists are going over my edits, I didn’t provide any edits, I just approved it. Awfully slow service and a massive letdown especially since this is a gift for someone who lost their pet right before I first ordered.
10 May 2026
Reply from West & Willow
Hello Nycola,
We apologize for what happened.
I’m glad to see this has already been sorted by our team, but if there’s anything else you need, we’re always here to help.
Thank you for trusting us to make it right ❤️
This is my 3rd portrait and I couldn’t…
This is my 3rd portrait and I couldn’t be happier! Absolutely wonderful work! Great communication with the team :)
8 June 2026
Reply from West & Willow
Hello Gabriela,
Thank you so much for your continued support! ❤️ We're so happy you love your third portrait. We truly appreciate your kind words!
I paid extra for a preview
I paid extra for a preview. I paid extra for my portrait to “skip the line” I get the preview. Respond back. Haven’t heard anything in TWO WEEKS.
11 June 2026
Reply from West & Willow
Hello,
We're truly sorry for the delay and the lack of communication. We sincerely apologize for the frustration and appreciate your patience.
Reply from West & Willow
Hello Bailey,
Thank you so much! 😊 I really appreciate your kind words. I'm always happy to help. Have a great day!
I never received my order or it must be…
Update: I still have not received my order. Did I mention that I paid $70 for a mug with my dog’s picture on it The only thing that could make this worse is, when it finally does arrive, it will have the wrong dog’s picture. It is not coming, may I have a refund? Or, do you want to give the horse and buggy driver a message sent by bird?
I never received my order or it must be coming from Mars. Thank goodness for credit cards that protect us from fraud.
5 June 2026
Reply from West & Willow
Hi there!
Thanks so much for taking the time to share your feedback and I’m really sorry to hear that you have not received your order yet.
I can see that it's in transit. We just sent an email to provide further update. ❤️
Looking forward to your reply!
Reply from West & Willow
Thank you so much, Jennifer! ❤️ We're delighted to hear the process was so easy and that the picture quality turned out perfectly. We really appreciate your lovely feedback and hope you enjoy your purchase!
Reply from West & Willow
Hi Gina!
Thank you for your feedback. I'm so sorry to hear that your order hasn't arrived yet. I've informed our shipping team, so please keep an eye out for their email.
We'll be sure to get this sorted for you as quickly as possible.
Thanks so much! ❤️
I ordered my print from weston willow…
I ordered my print from weston willow six weeks ago.Jeremy from customer service keeps telling me it.He's a sorry for the inconvenience, but yet does nothing to fix the problem. I've asked for a full refund several times with no response. I still don't have my picture, my dog passed away six weeks ago.
And the lack of support from your company is a joke. So I have no picture and i'm out the money that I spent on the picture. I told them I needed my photo and artwork by today's date, june nineteenth, because i'm going out of town. Yet still no reply. This might be some of the worst customer service I've ever had to deal with. And there's not a phone number for me to call and talk to somebody else besides Jeremy, who does nothing to help me? If I could give 0 stars, I would.
12 May 2026
Unprompted review
Reply from West & Willow
Hi, Greg!
Thank you for your feedback. We're so sorry for the upset and frustration this has caused, especially during such a difficult time after losing your beloved dog. We completely understand how disappointing this experience has been.
We're currently looking into what happened, and Jeramy has already escalated your case to our manager. Your refund is now being processed, and we truly apologize for the delays and lack of communication.
Thank you for your patience while we get this sorted. ❤️
Best customer service
I have ordered portraits of my 4 dogs from West & Willow and I absolutely love them. I have also got dog portraits or a couple of my friends and they just adore them so much. The products are absolutely amazing but also the customer service is top notch.
19 May 2026
Unprompted review
Reply from West & Willow
Thank you so much, Brooke! ❤️ We're absolutely delighted that you love your portraits and that your friends have adored theirs too. Knowing we've been able to celebrate all four of your pups and create such meaningful gifts means the world to us. Thank you as well for your kind words about our customer service we truly appreciate your support! 🐾
The order process was great
The order process was great. Appreciate you reaching out to make sure we had a good photo. Product turned out beautiful. Only problem was the confusion in the delivery process. Blank data on the tracking. Received email it would be delivered by 9pm on Saturday, 6/13/26. Never came that day. Took 4 more days with no explanation. Disappointing since it was a gift. Recipient loved it when it finally arrived. I was embarrassed it was so late.
8 June 2026
Reply from West & Willow
Hi Elizabeth!
Thank you so much for your feedback ❤️ We’re really glad to hear you loved how the product turned out and that the photo process went smoothly.
I’m so sorry for the confusion with the delivery and the tracking updates, as well as the delay in getting it to you.
We really appreciate you bringing this to our attention, and we’ll make sure this is looked into with our shipping team so it doesn’t happen again.
Always a great representation of my…
Always a great representation of my pet. This is my third order from you
6 June 2026
Reply from West & Willow
Thank you so much, Lenore ❤️ We’re absolutely thrilled to hear this is your third order with us! It means the world that we’ve been able to capture your pet so well each time. We really appreciate your continued support 🐾
Sharon was extremely helpful over…
Sharon was extremely helpful over email. They agreed to change my artwork based on the feedback for the person I am having this made for, without any hassle or extra charges.
25 May 2026
Reply from West & Willow
Thanks so much for your lovely feedback, Erfan! ❤️ Really glad Sharon could help get everything sorted for you so easily, we’ll pass this on to her 🐾
Reply from West & Willow
Hi Fabiola!
Thank you so much ❤️ We’re so happy you loved it — that means a lot to us 🐾
The picture is absolutely beautiful
The picture is absolutely beautiful. Unfortunately, the frame came apart at the corner seems as I removed it from the packaging. I haven't been able to hang it yet.
28 May 2026
Reply from West & Willow
Hi Tavares!
Thanks so much for taking the time to share your feedback and I’m really sorry to hear you were disappointed with your recent order.
We completely understand how important it is to get your order in perfect condition and I’m really sorry we missed the mark on this! We just sent an email to make things right. ❤️
Looking forward to your reply!
Still haven’t received my order nor do…
Still haven’t received my order nor do I have an update on an eta.
4 June 2026
Reply from West & Willow
Hi Irving!
Thanks so much for taking the time to share your feedback!
I’m glad to see this has already been sorted by our team, but if there’s anything else you need, we’re always here to help.
Thank you for trusting us to make it right ❤️
Great experience with west & willow and…
Great experience with west & willow and lovely print
1 June 2026
Reply from West & Willow
Thanks so much, Danielle ❤️ We’re really glad you had a great experience and love your print 🐾
Beautiful Portrait
Great quality and beautiful memorial portrait. The ordering process was easy, and the final product exceeded my expectations. Highly recommend West & Willow for pet owners looking for a meaningful keepsake.
2 June 2026
Reply from West & Willow
Thanks so much, Kyle ❤️ We’re really glad you love the portrait and that it turned out even better than expected. It means a lot to hear it’s a meaningful keepsake for you 🐾
Reply from West & Willow
Hi, Lilli!
How precious ❤️ Thank you so much for trusting us with your first fur baby — we’re really glad you love the picture 🐾
The artwork was great
The artwork was great! I wish I'd paid extra for a review prior to finalizing so I could have had a shadow on the face removed. It was a gift and was well received!
26 May 2026
Reply from West & Willow
Hi Terry!
Thank you so much for your feedback ❤️ We’re really glad to hear the gift was well received! We’re sorry about the shadow on the face we completely understand how that small detail can matter, especially for something so meaningful. We really appreciate you sharing this with us 🐾
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