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.
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Company replied
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
6 weeks later and product still hasn’t even shipped
I placed my order 6 weeks ago. I paid an extra fee to see the proof before it gets shipped and to have alterations made if necessary. I received the first proof a week after the purchase date, which is great. But literally have gotten nothing since the requesting an edit. It’s now been 6 weeks since my original purchase date and it’s completely unacceptable. Nothing has been edited, shipped, etc.
April 30, 2026
Reply from West & Willow
Hi, Meghan!
I’m really sorry about this ❤️ I’ve passed this straight on to our team so they can look into it as a priority and get back to you as quickly as possible.
Advertisement
Reply from West & Willow
Hi, Christina!
Thank you so much ❤️ We’re really happy to hear you loved it and that it arrived quickly! We truly appreciate the recommendation 😊
First one I gave as a gift last year…
First one I gave as a gift last year looked much nicer than this one that I gave for a gift. I think it was the way it was centered with two dogs too much white was showing above them.
May 30, 2026
Reply from West & Willow
Hi Mariana!
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!
I ordered a pet shirt but the heart was…
I ordered a pet shirt but the heart was left off the sleeve. My pets name was on the sleeve but no heart as ordered.
I emailed them immediately but there is no response other than they’d look into it. No follow up on my second message.
May 23, 2026
Reply from West & Willow
Hi Marie!
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 ❤️
I approved the print over a month ago…
I approved the print over a month ago and sent multiple emails saying I approved it. I just got another email saying they need proof. Blows my mind. It was supposed to be a Mother's Day gift and it is already 6/8!
May 3, 2026
Reply from West & Willow
Hi, Jacqueline!
Oh no, I’m really sorry about this ❤️ I’ve escalated this to our team so they can look into it urgently and get back to you as soon as possible.
I completely understand your frustration, especially as this was meant to be a Mother’s Day gift and you’ve already confirmed approval. We’ll make sure this is followed up properly for you.
Advertisement
Beautiful Pet Memorial
This was a gift for a friend who lost her pet and really cheered her up. The quality of the clothing was nice and the design came out well. The ordering process was surprisingly easy.
May 19, 2026
Reply from West & Willow
Hi Christine,
Thank you so much for your lovely review ❤️ We’re really glad to hear the gift brought comfort to your friend during such a difficult time. It’s also great to know you were happy with the quality and found the ordering process easy. We really appreciate your support!
Every aspect was perfect
Ordering was quick and easy. My picture arrived sooner than I expected, which I was pleased about. The picture of my son’s dog came out great. Highly recommend!
May 22, 2026
Reply from West & Willow
Hi there!
Thank you so much for your lovely review ❤️ We’re so happy to hear the ordering process was quick and easy, and that your portrait arrived sooner than expected 😊 It means so much to know your son’s dog’s picture turned out great. Thank you for your recommendation!
My friends’ dog passed and I gifted his…
My friends’ dog passed and I gifted his portrait to them. They loved it and immediately put his portrait up on their mantel! Beautiful job!
May 29, 2026
Reply from West & Willow
Hi Patricia,
Thank you so much for your lovely review ❤️ What a thoughtful gift to give during such a difficult time. We’re so happy to hear your friends loved the portrait and gave it a special place on their mantel 🥹
Shipping was delayed
Shipping was delayed. Interacting with customer service was difficult.
May 21, 2026
Reply from West & Willow
Hi there!
So sorry about this ❤️ We can see your order was delivered on time, but we really appreciate you sharing your feedback.
Could you please let us know if you have another order with us, or any additional details? We’d love to look into this further and help however we can.
Advertisement
Reply from West & Willow
Hi, there!
Thank you so much for your lovely review ❤️ We’re so happy to hear Edward was able to help resolve the frame issue for you! We’ll be sure to pass your kind words on to him 😊
Bad customer service.
Ordered a proof and had no way to approve it or request edits.
Customer service was bad. Took a very long time to get back to me.
Print came later than expected due to lack of response. Honestly, I was worried I was not going to receive my order at all.
Print turned out well, but the customer service would make me not recommend this company.
May 10, 2026
Reply from West & Willow
Hi Rachel!
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 ❤️
Completely nailed this one!!
Completely nailed this one!!! I’ve ordered multiple different portraits and they’ve honestly all been fantastic but this one really blew me away. I had it made for a close friend who recently lost his soul dog and he was absolutely amazed. It’s so simple yet so incredibly her. Thank you for giving him a little piece of his beloved Tikka back.
May 3, 2026
Reply from West & Willow
Hey Stephanie,
Wow, thank you so much for such a lovely review ❤️ This truly means the world to us. We’re so honored to have created something so special for your friend and sweet Tikka. Knowing it brought him comfort really means everything. Thank you again for trusting us 🥹
Fantastic Customer Service
I was not happy with my original order however, West and Willow customer service corrected my print immediately with no hesitation and shipped free of charge in a timely fashion. Super impressive.
April 27, 2026
Reply from West & Willow
Hello Samantha,
Thank you for your feedback! We're glad our customer service team was able to quickly make things right and get your replacement shipped out promptly. We truly appreciate your patience and support! 😊
Advertisement
Awesome experience
Awesome experience! Got it as a Mother’s Day gift with a portrait of our childhood dog who passed away at 17 and current dog and it came out great. Highly recommend
June 2, 2026
Unprompted review
Reply from West & Willow
Hello Adam,
Thank you for your heartfelt review. We're honored to have been a small part of such a meaningful Mother's Day gift, and we're so glad the portrait of your beloved dogs turned out beautifully. Thank you for your recommendation! ❤️
Reply from West & Willow
Hello Lori,
Thank you for your kind review! We're so happy to hear it turned out perfect and adorable. 😊
Okay
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 getting emails to purchase it but in my reciept cleary says i purchased it.. I reached out and still havent heard anything. Be careful when you order the digital copy it may not come. Hopefully we can get this fixed.
May 14, 2026
Reply from West & Willow
Hi, Sam!
So sorry to hear about this ❤️ We can see the digital version was sent to the email used when placing the order, so please kindly check your spam or junk folders as well.
No worries at all I’ve also just resent it for you, so please check your inbox again shortly. Let us know if you still can’t see it and we’ll be happy to help further 😊
I paid for the skip line and proof…
I paid for the skip line and proof because this is a gift and I’ve never heard from the company since my order
May 21, 2026
Reply from West & Willow
Hi Tracey!
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 ❤️
Advertisement
Picture and frame came out great
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.
May 15, 2026
Reply from West & Willow
Hello Jesus,
Thank you for your feedback! We're so glad to hear you loved the picture and frame. We also appreciate your comments about the shipping updates and understand how the lack of communication could have been concerning. We'll be sure to share your feedback with our team as we continue to improve the customer experience.
I haven't heard anything about my order…
I haven't heard anything about my order and paid to expedite it. I would think I'd at least get an email or a proof
May 19, 2026
Reply from West & Willow
Hello Julie,
I apologize for the confusion and lack of communication. We have already sent your artwork proof for review. Please check your email, including your spam or junk folder, in case it was filtered there.
Thank you for your patience.
Nothing
Ordered 15 days ago. Paid for artwork proof and express shipping and have yet to receive any proof of the pet portrait and order is still waiting for “fulfillment from merchant.”
May 13, 2026
Reply from West & Willow
Hello Cameron,
I sincerely apologize for the delay and frustration this has caused.
Please reach out to us directly, and we'll be happy to look into your order status and artwork proof request. We appreciate your patience and look forward to assisting you.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.