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
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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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Disappointed
never received a link to view the photo.
Two weeks ago, a co-worker showed me a picture of her pets that she ordered from West & Willow, an online photo site.
On July 16, I immediately ordered a picture of his three dogs. I purchased the picture, frame, rush start, fast shipping, and a digital download.
The total cost was around $208. His birthday was in 10 days, which is why I paid extra for expedited service. After a few emails back and forth requesting a clearer picture of one of the dogs, I was told the order would be started and that I would receive a digital download before shipping.
His birthday has now passed, and I am receiving emails with a link saying the download will come with instructions, but I have never received the actual link to view or download the photo.
I have sent multiple emails requesting my digital photo and order information, but I have received no response, no update, and no apology.
Has the order been shipped? I have no information and nothing has been delivered.
On their website, it states normal delivery time is 3 to 4 weeks. I paid for faster service, and 10 days later I have received nothing beyond a transaction confirmation for services I have not received.
16 July 2026
Unprompted review
Great service, great work
We were sent the wrong print initially, the customer service was great, they re-printed the picture and sent it out quickly. Couldn't be happier with the way it turned out. This is our 4th print and we love them all.
11 July 2026
Reply from West & Willow
Hello David,
Thank you so much for your continued support! We're sorry for the initial mix-up, but we're glad our team could get everything sorted quickly. It means the world to us that this is your fourth print, and we're thrilled you love them all! 🐾❤️
I’m so disappointed
I’m so disappointed. This was my fifth purchase and this one doesn’t look at all like my dog.
9 July 2026
Reply from West & Willow
Hello Kristen,
Thank you so much! We're thrilled to hear you love the artwork and its quality. We truly appreciate your support and hope to create something special for you again soon! 🐾❤️
It’s perfect
It’s perfect! All requested modifications were made once I was sent the preview. So happy with how it turned out 🥹
9 July 2026
Reply from West & Willow
Hello Whitney,
Thank you so much for your wonderful review! We're so happy to hear you love your portrait and that we could make all the requested changes. It means a lot to us—enjoy your beautiful keepsake! 🥹🐾❤️
Our picture came out perfect .
Our picture came out perfect .. We would definitely use West & Willow again ..
9 July 2026
Reply from West & Willow
Hello Melissa,
Thank you so much for your kind words! We're thrilled to hear your portrait came out perfect. We truly appreciate your support and can't wait to create another special piece for you in the future! 🐾❤️
W & W refused phone call which possibly would solved the issue.
The picture was good except the coloring. They put blue, pink and purple streaks in my dogs hair. It was a memorial photo not a party photo. I went back and forth many times asking to remove the odd colors and each time they would change the photo. And they ignored my requests to speak on the phone. The end product had different color eyes, nose, hair. I wax really sad when I saw it. Now I am looking for another company.
7 July 2026
Our picture is just beautiful
Our picture is just beautiful. This is our 5th picture with you all and we will co time to honor our fur babies this way.
6 July 2026
Reply from West & Willow
Hello Angel,
Thank you so much for your continued support! It means the world to us that you've trusted us with five portraits of your beloved fur babies. We're truly honored to help you celebrate and remember them, and we look forward to creating many more special pieces for you in the future. ❤️🐾
very slow turn around with art proof
very slow turn around with art proof; annoying as we did pay $10 for this service
12 July 2026
Reply from West & Willow
Hello Vickie,
We sent you an email regarding your art proof but didn't receive a response. If you didn't receive it, please check your spam or junk folder, or reach out to us again—we'd be happy to help.
3rd one I've purchased and they never…
3rd one I've purchased and they never disappoint!!!
2 July 2026
Reply from West & Willow
Hello Scott,
Thank you so much for your continued support! It means the world to us that you've chosen us three times. We're so happy we could deliver again—enjoy your new keepsake! 🐾❤️
I love what you do for all the animals.
I love what you do for all the animals.
thank you. :)
29 June 2026
Reply from West & Willow
Hello Mery,
Thank you so much for your kind words! It truly means a lot to us. We're honored to create special keepsakes celebrating the animals we all love. 🐾❤️
The art came out perfect
The art came out perfect! I love the edit feature and approval prior to printing!
1 July 2026
Reply from West & Willow
Hello Karla,
Thank you so much for your kind review! We're thrilled you love your artwork and that the edit and approval process gave you peace of mind. Enjoy your special piece! 🐾❤️
Keeps getting worse
The first order wasn’t quite right so they were just going to delete one word from the card and send a new order. Received the new order and it’s so much worse, they can’t even be used. The picture is so blown up that when you fold the card, half the face is on the back of card upside down and the words ‘thank you’ is on back of card upside down. I tried reaching out twice and no one responding. However they keep sending emails to rate them so here we are. I followed up again to let them know but still no response. Confusing because they were responsive first time.
1 July 2026
Reply from West & Willow
Hello Keri,
We're truly sorry for your experience and for the lack of communication. We sincerely apologize for the issues with your replacement order and understand your frustration. Thank you for bringing this to our attention, and we're sorry we let you down.
I’ve used you for all three of my dogs…
I’ve used you for all three of my dogs and the outcome is fabulous. Love it!
1 July 2026
Reply from West & Willow
Hello Melissa,
Thank you so much for your continued support! It means the world to us that you've trusted us with all three of your dogs. We're so happy you love them! 🐾❤️
Got the picture of my little dog that…
Got the picture of my little dog that passed. I cried, they captured her face perfectly. Thank you, I still feel like she is with me. Fast delivery and beautiful work.
29 June 2026
Reply from West & Willow
Hello Mary ann,
Thank you for sharing something so personal with us. We're truly honored we could help keep your little girl's memory close, and it means everything to know we captured her so perfectly. Wishing you comfort, and thank you for trusting us. 🤍🐾
Incorrect dog name on sleeve and heart design
Incorrect dog name on sleeve; while customer service addressed the misspelling, the website is misleading about the quality of the heart sewn next to the name (website shows an actual heart, and states that if you type <3 an actual heart will be sewn but actually the <3 symbols are sewn) I was disappointed with the second version as well but at least it has the correct name of my dog.
5 July 2026
Reply from West & Willow
Hello Maria,
We're truly sorry for the disappointment and frustration this caused. We sincerely apologize for the confusion and that we didn't meet your expectations. Thank you for your feedback, and we're sorry we let you down.
Totally flawless experience
Totally flawless experience. We had this done for friends as a memorial. The way the artists captured the eyes of Ollie was truly amazing. Thank you.
29 June 2026
Reply from West & Willow
Hello,
Thank you so much for your beautiful words. It means the world to us that we could help honor Ollie's memory, and we're so glad his eyes were captured just right. Sending love to you and your friends. 🤍🐾
The website was tough to navigate and…
The website was tough to navigate and find info I needed. I emailed you and you never responded. This pic turned out ok. If I had to do over I would have selected a background. Again the website was trying to sell me mugs and I wanted to look at my order.
4 July 2026
Reply from West & Willow
Hello Charles,
We're sorry to hear about your experience with our website and the lack of response to your email. We truly appreciate your comments and will use them to improve both our site and customer service. We hope we have the chance to provide you with a much better experience in the future.
Sent wrong item
Was sent the wrong item but they replaced it very quick. We will see what the new item looks like but for now I’ll go with 3 stars
27 June 2026
Reply from West & Willow
Hello Dylan,
We're sorry for the mix-up, but we're glad we could arrange a replacement quickly. We hope your new item arrives soon and exceeds your expectations. ❤️
Reply from West & Willow
Hello Carly,
Thank you so much! We're thrilled to hear you love it and that you're happy with the quality. Enjoy! 😊
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