West & Willow (westandwillow.com) has a 3.6 out of 5 rating on OK.one, based on 203 user reviews collected here. It is listed under Animals & Pets and its reputation is mixed. Opinions are polarized: 61% rate it 4 stars or higher while 26% give 1 star; The business has replied to 94% of negative reviews. Last updated 2026-08-10.
I paid for the skip line and proof because this is a gift and I’ve never heard from the company since my order
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 ❤️
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
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.
图片和相框效果都很棒。由于我在下单后 1 周才收到状态更新，因此可以进行运输通信。老实说，我以为我的照片被拒绝了。
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.
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.”
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.
I’m very disappointed with my experience so far. I ordered a memorial print as a gift following the loss of a beloved family member and spent over $160 expecting a professional and compassionate service. After requesting a simple edit to the proof, communication became increasingly delayed. I have repeatedly followed up for updates and have either received vague responses that it is “being worked on” or no response at all. I still do not have the updated proof, a completion timeframe, or the final print. What has made this particularly upsetting is that memorial gifts are time-sensitive and emotionally important. Delays of this nature take away from the purpose of the gift and add unnecessary stress during an already difficult time. At this stage I am also concerned about the lack of clarity around refunds or alternative options should the order continue to be delayed. For the amount paid, I expected far better communication, transparency and customer support.
Hello Jo, I sincerely apologize for the delays and lack of communication. We understand your frustration and are very sorry for the inconvenience this has caused. Thank you for your patience.
I absolutely love this company! The quality is always amazing, I’ve purchased from them 4 different times and I will continue to do so! This last purchase, the frame came damaged. I emailed customer service and by the next day they responded and sent me a replacement. They are pricey but the quality is there! Highly recommend!
Hello Sophia, Thank you for your continued support! We're thrilled to hear you've loved your portraits over the years. We're also glad our team could quickly help with the damaged frame. Your recommendation means so much to us!
Got it right first try. I love it!
Hello Tammy, Thank you! We're so happy to hear you love it and that we got it right on the first try. We truly appreciate your support!
Everything came out perfect. The picture came out beautifully. The Quality was amazing, and the packaging was very secure. Delivery was fast! Thank you so much!
Hello Kayla, Thank you for your wonderful review! We're thrilled to hear everything arrived quickly and safely, and that you loved the quality of your portrait. We truly appreciate your support!
Pictures came out so beautiful and just like the picture I submitted! This is my second time placing an order and I definitely will again if I need anything for a pet lover or myself!
Hello Alex, Thank you for your continued support! We're thrilled to hear your portraits turned out beautifully and matched your photos so well. It means so much that you've come back for a second order, and we look forward to creating something special for you again in the future!
Both of the prints I received to give as gifts were fantastic and loved. Thank you
Hello Kristyne, Thank you for your kind words! We're so happy to hear the prints were loved and made great gifts. We truly appreciate your support!
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 it was from Temu. Next time I may try ordering the photo. Thanks
Hello Linda, Thank you for your honest feedback. We're glad the ordering process and delivery went smoothly, but we're sorry the item didn't fully meet your expectations. We appreciate your comments and are happy to hear the recipient still enjoyed it. We hope you'll give one of our photo products a try in the future!
Hello Kimberly, Thank you! We're so glad you love your portrait. We truly appreciate your support and kind words!
Photo is great, art is really well done. I just think the price is quite high for the quality of frame it is placed in.
Hello Adam, Thank you for your feedback! We're so glad to hear you loved the artwork and your portrait. We also appreciate your comments about the frame and pricing, and we'll be sure to share them with our team as we continue working to provide the best possible experience.
I have not received my order, nor did I receive a proof that I paid for. I have tried to contact you without success. My order was placced on May 4, 2026
Hello Cathy, I sincerely apologize for the inconvenience and frustration this has caused. One of our support team members is currently in touch with you and will assist you with your order status and proof request. Thank you for your patience while we work to resolve this for you.
I’ve ordered multiple portraits over the years, both cats and dogs, and they turn out perfect every time! Definitely worth it
Hello Laura, Thank you for your continued support! We're honored to have created portraits for both your cats and dogs over the years. It means so much to hear they've turned out perfectly every time!
The photo was cute of the dog, but I don’t recommend getting a proof of the order. I paid an extra $10 to review the photo before it was printed, when I saw the proof there was no where to approve it or make changes to it, no link or anything. I emailed the support team and when I finally heard back the item was already sent to print so if I had wanted anything changed it wouldn’t have mattered. It was also printed in the wrong color. I asked for dusty pink and it came white. Oh well, it was a grad gift and it came the day of the party so couldn’t fix it. Overall the print was cute.
Hello Jan, 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.
Hello Ben, Thank you! We're thrilled you love your portrait. We truly appreciate your support and hope to create something special for you again in the future!
Link for digital download has not been provided to me still. No mention of when the rest of my order will be shipped. No wait to view my order on website either.
Hi Melissa! 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 ❤️
Communications were terrible. I paid extra for an artist preview and was not given any opportunity to comment or edit the product. The picture was mailed as a gift without my approval.
Hello Peggy, I sincerely apologize for the poor communication and for the confusion regarding the artist preview. I'm glad to hear that everything has now been sorted out. Thank you for your patience and understanding, and we appreciate your feedback as it helps us improve our service.
Frame arrived damaged. After agreeing to a replacement, they ghosted me. I have not heard from them since.
Hello David, 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.
203 reviews matching