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.
beautiful product, high quality -very responsive
Hello Deb, Thank you for your kind words! We're thrilled to hear you loved the quality of your portrait and had a great experience with our team. We truly appreciate your support and hope to create something special for you again soon!
it's been 10 days still no update about my order and i stupidly paid extra for "front of the line" i will be returning this immediately
Hello Leslie, 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.
I haven’t got my order and i emailed you guys to get an update and still haven’t got a follow up.
Hello Victor, 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.
West & Willow delivers truly exceptional work. The quality and care they put into their products really stand out, and what impressed me just as much is their commitment to making things right if something doesn’t meet expectations. Their team is responsive, thoughtful, and genuinely invested in creating a great experience. It feels like such a unique and personal service—I would recommend working with them even if you don’t currently have a pet, whether as a meaningful gift or a way to celebrate an animal you love.
Hello JC, Thank you for your kind words! We're so glad you loved the quality of your portrait and had a great experience with our team. We truly appreciate your support and recommendation!
My order was confirmed on 5/28/26. Since then I have heard basically nothing. I would have thought when there is no contact telephone # that the response to emails would be prompt. I am still waiting to hear where my order is. I also paid for the preview of my order. Nothing there either. This is all so frustrating as the picture is a bridal shower gift which is on Saturday. Very disappointing all around. I Would appreciate some information and not just a robotic answer to my email telling me I am now waiting in a queue.
Hello John, I sincerely apologize for the lack of communication and the frustration this has caused. I understand your concern, especially with the bridal shower coming up this Saturday. I have checked your order, and I can confirm that it has been shipped. Thank you for your patience, and I am sorry again for the inconvenience.
It was a great experience. Beautifully made and the shipping is fast
Hello Lara, Thank you for your review! We're so happy to hear you had a great experience, loved your portrait, and received it quickly. We truly appreciate your support!
I sent a picture in of my dog in his prime, he’s coming down to his last days now. They replicated it perfectly and it looks absolutely amazing. I’ll definitely be getting more work from West and Willow!!
Hello Alex, Thank you so much for sharing this. We're truly honored to have created something so meaningful for you and your dog. Knowing we were able to capture him perfectly during such a special time means the world to us. We appreciate your kind words and look forward to creating more memories for you in the future.
I still haven’t received my proof. I can’t get an answer from customer support. I have ordered several photos from this company in the past with no issues. But moving forward, I will no longer support this business nor recommend it.
Hello Emily, 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.
The print is just ok. One dog (Max) looks gray haired when he had black hair. The cat (Meeka) is really disproportionately small and sickly looking. He was a big boy! Almost as big as the dogs and he looks very strange next to the dogs. I still hung it up, but it’s just not a great representation of our pets that have all passed away.
Hello Ann, Thank you for sharing your feedback. We're sorry to hear the portrait didn't fully capture Max and Meeka the way you remember them. We understand how meaningful these portraits are, especially when honoring beloved pets who have passed, and we're disappointed to hear the final result missed the mark. We truly appreciate your comments and will share them with our team.
I ordered two pictures; one for me and one as a gift. The gift dog image was perfect. My pic was a little off on the coloring and they happily agreed to fix and send me a new one! What great customer service. I’m very pleased.
Hello C Salgle, Thank you so much for your kind words! We’re glad to hear the gift turned out perfectly and that we could quickly make things right with your portrait. It means a lot to know you’re pleased with both the result and our customer service!
You did a great job capturing K2, my brother's cat. He was very pleased. Also, I changed the delivery after ordering and you very nicely made that change so the gift could go straight to my brother's home. Lastly , it came right on his birthday so timing was perfect and in very good condition.
Hello Carolyn, Thank you so much for your kind words! We’re thrilled to hear both portraits turned out so well and that your college kids loved them—it sounds like such a special addition to their new place. So glad they arrived quickly too!
Both portraits look so good. My college kids were thrilled, as we got them each one of their dogs for their off-campus housing. They came quickly, also, in 10 days from ordering.
Hello Elaine, Thank you so much for your kind words! We’re thrilled to hear both portraits turned out so well and that your college kids loved them—it sounds like such a special touch for their off-campus homes. So glad they arrived quickly too!
They did an amazing job
Hello Albani, Thank you so much! We’re thrilled to hear you think we did an amazing job—it truly means a lot to us!
Amazing portrait! Would definitely recommend this for anyone interested
Hello Tavion, Thank you so much! We’re thrilled to hear you love the portrait and truly appreciate your recommendation!
I’m extremely disappointed with my experience with West & Willow. I placed my order with expedited shipping nearly two weeks before Mother’s Day specifically to make sure it would arrive on time, and I also paid extra for a proof preview. After constant back-and-forth with customer service and multiple emails trying to get updates, the proof was not even sent to me until the day before Mother’s Day — completely defeating the purpose of paying extra for it in the first place. For a company charging premium prices for sentimental custom gifts, I expected much better organization, communication, and customer service. Missing a Mother’s Day deadline after paying extra for rush service is unacceptable, especially with the lack of communication and delays surrounding the proof approval process. Very frustrating experience overall.
Hello MIa, We sincerely apologize for the delays and the frustration this has caused, especially with the missed Mother’s Day timing. This is not the level of service we aim to provide, and we truly appreciate your feedback.
Fast shipping, and the print is what I expected. I had a small issue w my order and had no issues replacing it. Replaced quickly and they were apologetic as well. Thank you! The print is a matte finish on cardstock paper, not shiny photo paper just FYI
Hello Christina, Thank you so much for your thoughtful feedback! We’re glad to hear everything arrived quickly and that the print met your expectations. We’re also happy we could resolve the issue promptly for you. We truly appreciate you sharing the detail about the finish as well—thank you for your support!
I paid to expedite my order. It has been 12 days and my order status has not changed from “awaiting fulfillment from the merchant”
Hello Eric, We apologize for the delay. 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.
I still have not received my order. I have been waiting and hoping every day, but I still don’t have it.
Hello Natasha, I sincerely apologize that you have not yet received your order. I understand how disappointing and frustrating it must be to wait for something you have been looking forward to every day. We are very sorry for the delay and any inconvenience this has caused. Thank you for your patience and understanding.
Still waiting for my proofs or a response to my email. Your email on your web site is incorrect. Extremely worried I’ve been ripped off.
Hello Christine, We apologize for the delay. 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.
I ordered this 2.5 weeks ago and it took 2 weeks to get the artwork proof sent to me (their site says it will arrive in 48 hours). When I received the proof to review, I could not review or approve the proof as it said they were working on my edits (that I did not send in). I requested assistance four days ago and am still waiting for support. Looks like my Mother’s Day gift will arrive 2-3 weeks late.
Hello Tiffany, We apologize for the delay. 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