Update: West and Willow was able to ship my order that same day and credited me the shipping charges for the inconvenience and later than promised delivery date. My friend absolutely loved the portrai... See more
Company replied
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Verified
Ordered the 5x7 desktop pet portrait for a friend who recently lost her pet. I thought it would be a special touch next to the urn. It turned out nice, the only reason I rated 4/5 stars is because I f... See more
Company replied
Verified
These portraits are absolutely amazing! I placed my three portraits in their room above their beds and I smile every time I walk in there. The process was so simple and the turn around time was very q... See more
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Verified
Ordered a week before fathers day and it is June 27th and we still do not have it! I had unblocked their main email but the artist reached out a few weeks after getting photos and the email went to my... See more
Company replied
Company details
- #54 of 72 best companies in Pet Store
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
4.1
Great
18K reviews
Replied to 51% of negative reviews
Typically replies within 1 month
Verified
Jasper picture honestly looks terrible
Jasper picture honestly looks terrible. It is so pixelated and you can’t even tell it’s a dog. It looks like a giant blob. I will not be ordering from this company again
Date of experience: June 19, 2025
Verified
Very disappointed
Very disappointed. I was referred by a friend…. Hers was adorable… I ordered two my dog and another friend’s dog for her birthday. I could done a better job from my home printer……
Date of experience: June 25, 2025
Verified
Communication is horrible
Communication is horrible. I tried emailing several times for updates. As of today the order has not shippped. I was told that it would only take 4-5 business days.
Date of experience: June 23, 2025
Reply from West & Willow
Hello Lesley,
We hope this message finds you well. Your order has already shipped within the estimated time frame provided and tracking details were sent to you.
If you do not have them in your inbox, please check your spam filter or email our support team and we'll be happy to send the information along.
Verified
These portraits are absolutely amazing
These portraits are absolutely amazing! I placed my three portraits in their room above their beds and I smile every time I walk in there. The process was so simple and the turn around time was very quick. I have shared my pictures and recommended your site to everyone I know! Such a simple thing caused so much happiness!
Date of experience: June 14, 2025
Reply from West & Willow
Thank you so much! We're so happy the portraits brought you so much joy. Thanks for sharing and recommending us, it truly means the world!
Verified
Sizing was smaller than advertised and…
Sizing was smaller than advertised and cheap quality for the price paid. I then requested a redrawing of one of them and that was done, however they enlarged the photo and now I have two photos of two different dogs and two different sizes.
Date of experience: June 13, 2025
Reply from West & Willow
Hi Dana,
We are sorry to hear we didn't get your order quite right. Please reach back out to our support team and we'll be happy to do so.
Verified
I have no update on my order
Date of experience: June 19, 2025
Reply from West & Willow
Hi Paula,
We hope this message finds you well. Your order has already shipped within the estimated time frame provided and tracking details were sent to you.
If you do not have them in your inbox, please check your spam filter or email our support team and we'll be happy to send the information along.
Verified
Reply from West & Willow
We’re thrilled you think the art is amazing! Your excitement really brightens our day!
Verified
The portrait of Oprah is smaller than I…
The portrait of Oprah is smaller than I expected. It lacks definition, in my opinion. And the price was very high, the grand total was over $92.00. I regret to say I will not do business with West & Willow again.
Date of experience: June 06, 2025
Reply from West & Willow
Hi Gisela,
We are sorry that you were not satisfied with your portrait. I do see that we reached out due to the original photo you provided not meeting our minimum criteria for a good portrait. Since we did not receive an additional photo, we had to proceed with the only image your provided. Unfortunately, since the photo was low quality, we may not have been able to get the depth you wanted.
Verified
Excellent customer service
The customer service is excellent. Highly recommend as a repeat customer.
Date of experience: June 15, 2025
Reply from West & Willow
We’re glad our customer service has kept you coming back! Your recommendation means a lot to us.
Disappointed:Update
Update: West and Willow was able to ship my order that same day and credited me the shipping charges for the inconvenience and later than promised delivery date. My friend absolutely loved the portrait and I really appreciated the follow up from W&W wanting to make things right. I will definitely use them again!
Date of experience: April 30, 2025
Reply from West & Willow
Thank you so much for the update! We're really glad we could make things right, and even happier to hear your friend loved the portrait. Your kind words mean a lot, and we can’t wait to create something for you again soon! 💛
Verified
Ordered a week before fathers day and…
Ordered a week before fathers day and it is June 27th and we still do not have it! I had unblocked their main email but the artist reached out a few weeks after getting photos and the email went to my junk mail with no attempt to call ir text me. My dad returned home yesterday from a rehab center abd I was hoping this would be there for him and we still have not received it !
Date of experience: June 09, 2025
Reply from West & Willow
Hi Vandi,
Please note that as advertised, orders can take 2-3 weeks to arrive. I also see that we were unable to process your order immediately due to a filtered photo which we reached out to you about. In these cases, the order is delayed by a day or so while we wait on a new photo.
I see that your order has since been delivered. Let us know if you have any questions or concerns.
Verified
Perfection!!
Absolutely stunning work!! Thank you, it was simply perfect.
Date of experience: June 17, 2025
Reply from West & Willow
We’re so happy to hear you think the work was stunning and perfect! We appreciate your business.
Verified
Scammed, got nothing
Bought this a month ago. Haven't received any information on this, took $150 out of my account, no updates on my order, keep checking to see the status and days waiting for merchant to start order. It's ridiculous. And I keep emailing them from refund but not reply. Very unhappy. I ordered this a day after my dog had passed and only just wanted a photo of her for my house.
Date of experience: May 22, 2025
Reply from West & Willow
Hi Raven,
I'm sorry that your order has taken so long to arrive! We did experience a little glitch in our system that has since been fixed.
We have responded to your email, please check and reply to let us know if you have any other questions or concerns.
Verified
Legit adorable!
Legit adorable!! Can’t wait to hang the print above our fur baby’s water and food bowls!!
Date of experience: June 09, 2025
Reply from West & Willow
That sounds like the perfect spot! So happy you think it’s adorable—we can’t wait for it to brighten up your fur baby’s space!
Verified
Haven’t received anything or gotten a…
Haven’t received anything or gotten a shipping notice..
It’s been 2 weeks and no notification
Date of experience: June 09, 2025
Reply from West & Willow
Hi Raoul,
I'm sorry to hear that you order has not shipped yet. I see our team is already working with you on a resolution.
We had reached out for more details but were unable to reach you but it looks like all is well now. Let us know if you have any other questions or concerns.
Verified
My portrait of my Dog "Rocky" is spot…
My portrait of my Dog "Rocky" is spot on... I LOVE IT!
Date of experience: June 16, 2025
Reply from West & Willow
So glad Rocky’s portrait was spot on and that you love it! We really appreciate your support!
Verified
50/50, one was horrible one was good
I ordered two portraits of my dogs. I loved how one of them turned out but they made my other dog looks so weird i hate it. Not sure if I even want to hang them up I don’t really want to spend another 70 or so bucks to replace one in hopes it’ll be good.
Date of experience: June 11, 2025
Reply from West & Willow
Hi Chloe,
We are sorry that we didn't get it right with your second portrait! We have a satisfaction guarantee so please reach out to us and we'll be happy to rework the art.
Verified
the picture turned out really cute but…font size is to small
the picture turned out really cute but the font for the name is way to small!! I feel like that should be larger.
Date of experience: June 09, 2025
Reply from West & Willow
Thanks so much for your order! We're glad you loved the picture and appreciate the feedback on the font size. We keep it small to highlight the portrait, but totally understand your point and will keep it in mind!
Verified
I love the portrait
I love the portrait
Only issue was the print became misaligned during shipping. I had to pull back the staples and unfortunately some broke. Would you be able to resend a few? I am willing to pay. Thank you.
Date of experience: June 14, 2025
Reply from West & Willow
We’re glad you love the portrait and sorry to hear about the print misalignment. We’d be happy to help make this right—please reach out to our team so we can arrange a replacement for you!
Verified
Horrible service and a scam. Don’t buy
This whole website and service seems to be a scam. It’s been 3 weeks since I placed my order and there has been no progress made what so ever to ensure my product I purchased for a friends birthday is being completed and shipped or has even been started. Poor service all around
Date of experience: June 08, 2025
Reply from West & Willow
Hi Vincent,
We are sorry to hear your order took a bit long. We do advise that orders can take 2-3 weeks to arrive. I see that you were already provided shipping details and the order has been delivered.
Please reach out if you have any other questions or concerns.
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