West & Willow sells customized and hand-illustrated pet portraits made for the modern home.

West and Willow

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I purchased a small pet portrait, when it was received, the paper that the portrait was printed on was very rippled beneath the glass. THANKFULLY this was not a gift for someone, I purchased for myself prior to buying for others-which was the intention.  I have contacted West and Willow 3 times now, filled out the form they directed me to, TWICE now.  They have not bothered to reach out at all, it's been almost 4 weeks since the first email of dissatisfaction.  I can't hang the picture because the ripples in the paper are so visible. I can't believe it made it through any type of quality control.  It's a waste of money and to top it off the customer service from West & Willow is very poor, almost nonexistent.  This has taught me one thing, to always look at reviews before purchase.   Had i done that, and read all these horrible reviews, i never would have took the chance with this company.  

Absolute garbage!!! The website has so many great reviews and now that I’m trying to leave a bad one I’m seeing it’s impossible to find a place to leave a review! The frame looks like a $5 junk frame from Walmart. The picture looks nothing like the dog! honestly, apps do a better job at this kind of creation as these “designers”. I ordered this as a generous Christmas gift for my husbands brother…it’s just embarrassing and will go straight in the garbage!

I contacted the company. The girl was nice and positive, reassuring me that the final product once redone would be incredible. I waited for two weeks to get a draft to approve. When she finally sent it to me it was identical to the one they originally sent to me. 

This has been such a massive headache. $100+ down the toilet! Also, it’s Dec 16 and I have no gift to give. 




I ordered 3 items from West and Willow on November 10th. The first two arrived without incident but I am still waiting on the third item.  The website has said "we are preparing your shipment" for weeks.  
I have been trying to contact their customer service team but they just keep sending me back the tracking details for one of the three items that have been delivered, it's like Groundhog Day.   They say "let us know if you want to connect further" but they never follow up.  They must have chat bots pulling order numbers and attaching tracking details.  It's incredibly frustrating.  I'm sure I'm not going to get this by Christmas now and also sure that getting a refund will be next to impossible. 

I ordered two photos for my parents for Christmas. One being of my dog that just recently passed in August. I paid extra for the memorial photo so she would have a halo on her head 
I received my artwork after a month, the one portrait was missing the halo and the other had a cracked frame and looked nothing like him. For context both of my dogs are fawn english bulldogs (white with light brown spots- but no spots are on their face). The male dog had a massive black patch on his eye which he does not have and is not in the photo I sent them. 
I emailed them because my family will now not have a Christmas gift, they haven’t answered my emails in over a week and have not sent me the artwork they promised within 3 days of the claim. It is frustrating, they took $200 of my money and didn’t send me what I paid for and are doing nothing to rectify it. Yet I receive about 6 marketing emails a day from them trying to get me to place more orders. Spend your money elsewhere, this place is not worth it. 

Truly an awful product, especially for the price. 

The cheap frame arrived broken in multiple places and the backing clips were breaking through the backing board, damaging the print. 

The print itself was not trimmed correctly. 

The "digital artists" are likely simply running photos through software, and chose a crop point on one of our dogs that makes her look like some kind of  triangular shaped giant. 

I received a replacement, which also arrived broken in multiple places.

This was a Christmas gift for family and a memorial to our two dogs, so having to receive these broken, poorly digitally rendered pieces multiple times has not been a fun experience.

I ordered 2 medium sized portraits on West and Willow on 12/11/23. It advertised on their site that if you ordered by midnight of that night, you would receive it by Christmas. However, it also then says on their website to allow up to 4 weeks during busy season. It’s been 5 weeks now. I spent $188 and have not received any info about my items other than the original confirmation when I first ordered. I have emailed their support center and got an automated email back saying it’s in progress and a survey. I don’t have high hopes for the quality of the pictures or frames when I do receive it based on these other reviews. I wish I would’ve read reviews on West and Willow elsewhere, like this site, as you cannot leave reviews on their website or social media, probably because they wouldn’t be in business if you could. 

Stop!! Do not order. I ordered a picture for my parents 60 year anniversary. I put in the order far in advance and it was still late. When it arrived, it didn’t look anything like my photo. Their dog  is a bull dog mix and it looked like a Terrior. I  complained and they tried to revise it but it’s still just a computer generated version. They don’t give you a refund. They just redo and redo it until you’re fed up. Worst money I’ve ever spent. It’s just trash. I’m really disappointed. I suggested to have a review of the “portrait” before you approve and they take your money. That would be a far better business model. Waste of money. Find a real artist to you portrait.  Class action law suits I would be up for in the future. Scam!!! I’ve added a photo to compare. 

Really just price - I remember this being pretty pricing and in hindsight thinking this is probably something we could have done (not as well) on an iPad. But, there are good discounts throughout the year that make the price more reasonable if you are willing to wait.

We LOVE our West & Willow picture of our dog - the whole process was very easy uploading and processing the order. It has a really neat look, almost like paint-by-the-numbers. We have received so many nice comments on it and how nice it looks in our home. Do you really love your pet if you don't have a framed photo of them hung up ;)

I’m 45 years old and can honestly say it’s the worst purchase I’ve ever made. $150 for a frame that would cost $5 at Kmart, and I print that would have cost $10 to print off. Excess wait times, automated responses when sending queries about length of delay. They’re rip off merchants. I’m disgusted and appalled. The product is worth no more than $25 max. Please do not waste your money on this company.. 

We are writing to express our extreme disappointment and frustration with the recent experiences we've had as customers of West & Willows. As individuals who had a fantastic experience with their products two years ago, our expectations were set high. Unfortunately, our most recent orders have not only fallen far short of these expectations but have also been accompanied by a disheartening lack of communication and resolution on their part.

Our initial experience with West & Willows was exceptional. The quality and design of the portrait we ordered perfectly captured the essence of our beloved dog. This positive experience encouraged us to place a second order recently, with eagerness to have another beautiful piece that reflects our pet's unique character.

However, upon receiving the second portrait, it became immediately apparent that something was amiss. The design was inaccurate, lacking the essential details that make our dog special. The colors were completely off, and the overall impression bore no resemblance to our pet whatsoever. Promptly, we reached out to their customer service team, and after several email exchanges, we were relieved when a design revision was agreed upon.

Regrettably, our relief was short-lived. The quality of the revised portrait was subpar, to say the least. It was a stark contrast to our first order. The first portrait we received of our other dog exemplifies crisper lines, superior quality, and an absence of blurriness. The lines in the second portrait were pixelated, the image was frustratingly blurry, and the desired sharpness was entirely absent. We reported these issues to the same customer representative, leading to yet another round of back-and-forth emails.

What troubles us most is that, despite our diligent communication and detailed feedback, the same issues persisted in both the initial and revised portraits. It is evident that there was a shocking lack of attention to the details outlined in our emails. This has not only caused immense frustration but has also resulted in a significant decline in the final product's quality.

Two replacement portraits that were provided remain unsatisfactory due to their persistent blurriness and subpar quality.

To compound our disappointment, our attempts to address these issues through online reviews have been met with frustration. A review we left on their Instagram profile was promptly removed, and it appears that close-up pictures are conspicuously absent from their Instagram feed.
After posting honest reviews on other platforms, one of the staff reached out, mentioning they would investigate further. We provided proof of the quality issues, but regrettably, we have not heard from them since then.

We are now left with two drastically different quality products from the same company, just two years apart. To illustrate the extent of our dissatisfaction, we are more than willing to provide close-up pictures that vividly showcase how pixelated the newer portrait is compared to the older one.

As loyal customers who had initially enjoyed their products and services, we are deeply disappointed by this recent experience.

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