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.
Charging for a proof before printing is ridiculous.
I haven't seen the artwork for my recent order yet (I received a set as a gift quite some time ago and loved it). I would say that charging for a digital proof is disgusting, especially considering the crazy prices; I guess you gotta get greedy before AI replaces all this type of 'work'. If I'm paying ~200 CAD for some digital artwork a digital proof should be included in that price.
Reply from West & Willow2026-05-12
Hello M.O.,
We’re sorry to hear about your frustration and appreciate you taking the time to share your feedback. We understand your concerns regarding the digital proof and pricing, and we’ll be sure to pass this along to our team. Your input is valuable as we continue to improve our experience.
I had made a mistake when placing my order and their customer service quickly resolved my issue and I was able to place another order with no problem. Our picture turned out so good and my sister who lost her dog was in tears when she opened it! Great company and great work!
Reply from West & Willow2026-05-12
Hello Missy,
Thank you so much for your kind words! We’re glad our team could quickly resolve the issue and make the process smooth for you. It truly means a lot to hear the portrait turned out so well and had such a meaningful impact—thank you for trusting us with such a special gift!
Hello Samantha,
Thank you so much! We truly appreciate your support and are so glad you love ordering from us!
B
Brenda S. · 1 review · Verified · Experienced 2026-04-26 ·
★★★★★
Poor customer service, false advertisement
I placed an order on April 26th which website stated orders placed by April 30 will be received by Mothers Day. I still have not received and unfortunately Mothers Day has passed. In all transparency I paid the extra money for a proof which I received within 2 days but stuck in my spam folder. I did approve the proof the morning of April 30th which is within the stated deadline. No customer service as there is no phone number to call and must correspond via email which takes 3-4 days for them to respond. I wonder if I should have paid the extra money to “skip the line” feature as I’m guessing a lot of people did this which put them ahead of my order. Either way I placed my order ahead of the deadline so shouldn’t have had to.
Reply from West & Willow2026-05-12
Hello Brenda,
We sincerely apologize for the delay and the frustration this has caused, especially with the missed Mother’s Day timing. This is not the experience we aim to provide. We understand your concerns regarding communication and turnaround times, and we truly appreciate you taking the time to share your feedback.
We did not receive the portrait we submitted, and we had no communication that it would not be what we submitted. We wanted the portrait to match what we submitted. The AI has never addressed the issue, giving me just giving us the proof of delivery. We would not have known the portrait was incorrect had we not received it and inspected. Please address our complaint. Look at the files I uploaded and 1. Send the portrait we ordered, or 2. Provide us with a full refund.
Reply from West & Willow2026-05-12
Hello Richard,
We sincerely apologize for the confusion and frustration caused. This is not the experience we aim to provide. We can confirm that your order has been delivered, and we have sent you the tracking link for your reference.
I requested the preview option and never received it. I would have made changes.
Reply from West & Willow2026-05-12
Hello Miss Johnston,
We’re sorry to hear this and understand your frustration. We did not receive any message requesting changes, but we truly appreciate you bringing this to our attention and will be happy to assist further.
Customer service :(. Not able to help me with my proof. There is no other way to contact the company aside from email.
Reply from West & Willow2026-05-12
Hello P. Capistrant,
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.
H
HI · 1 review · Verified · Experienced 2026-04-24 ·
★★★★★
I received the wrong item
Well, I got a necklace instead of a keychain. Also, the amount of emails was way over board. When I finally received the tracking ID it didn't work. The Shop app just said it was pending information.
As for the product and the etching it was good and the product quality is nice.
Reply from West & Willow2026-05-12
Hello,
We’re very sorry for the mix-up with your order and the frustration caused by the communication and tracking issues. This isn’t the experience we aim to provide. We’re glad to hear you’re happy with the quality and etching, and we truly appreciate your feedback as it helps us improve.
Ordered on April 28th, today is May 11th. Paid extra for a preview and to skip the line. Still waiting on a preview that was supposed to only take 48 hours. Preview was NOT sent to junk or other email folder btw
Reply from West & Willow2026-05-12
Hello Heidi,
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.
Firstly, I was told that I would get a preview of the design in under 48 hours. It’s been two weeks and I still have not gotten the promised preview. Secondly, I have no way to track my order. I was told it would come in one to two weeks, it’s been two weeks for a couple days and it has still not arrived. My email inbox is being spammed with advertisements and discounts trying to get me to buy stuff, with absolutely no updates on my package. My bank account has been charged, but there is no acknowledgment of my order at all until an email asking me for feedback. Well, considering that my package isn’t here yet, I’ll give you a one star. And again, no confirmation for my order, and no way to track it. I actually can’t even be sure that it will come at all. And as I said, they never sent me a preview like they promised. Even if it does come, it will be a complete surprise to me what it looks like. I will have no idea. I ordered this in April as a Mother’s Day gift. Today is Mother’s Day, and not only do I not have the package, but I have no way to know if or when the package is coming. This is by far been the worst experience. I’ve had ordering anything in recent memory. And on top of that, when I looked on their website for a phone number, so I could yell at someone about this, they provided none. The only way to get in contact with them is through an email. Spoiler alert; they do not answer their email. Wish I could give zero stars.
Reply from West & Willow2026-05-12
Hello Spencer,
We sincerely apologize for the delays, lack of updates, and frustration this has caused—this is not the experience we aim to provide. We understand how disappointing this is, especially given the timing, and truly appreciate you bringing this to our attention.
L
Lisa Kelly · 2 reviews · Verified · Experienced 2026-04-22 ·
★★★★★
Beautifully crafted
Beautifully crafted. Made my friend so happy
Reply from West & Willow2026-05-12
Hello Lisa,
Thank you so much! We’re so glad to hear it made your friend happy—that truly means a lot to us!
This is my third purchase from West & Willow, and just like my previous orders, I received prompt, courteous service and, most importantly, an exceptional product. The detail is amazing! My sister, who lost her beloved dog and was the recipient of this gift, was moved to tears. I also changed my mind about the size I originally ordered and emailed customer service to request a change. I received a quick response, and the adjustment was made without any problem.
I highly recommend West & Willow!
Reply from West & Willow2026-05-09
Hello Tricia,
Thank you so much for your continued support and thoughtful feedback! We’re truly honored you’ve trusted us for a third time, and it means so much to hear the portrait had such a meaningful impact. We’re especially glad our team could assist quickly with your size change and make the process smooth for you. Your recommendation means the world to us—thank you again!
The artist this time did a terrible job with my dogs portrait. It hardly looks like my dog and I’m going to be extremely disappointed if they aren’t willing to redo the portrait.
Reply from West & Willow2026-05-10
Hello Natalie,
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!
It's been almost two week and and I have no update on my order.
Reply from West & Willow2026-05-10
Hello Josh,
We sincerely apologize for the delay and lack of updates on your order—this is not the experience we aim to provide. We truly appreciate your patience and will make sure this is looked into as a priority.
I've gotten memorial portraits of my dogs and families dogs and each time they come out very detailed. I've always had the best experience with the purchases and shipping. Highly recommend for hanging memorials of your angel fur babies.
Reply from West & Willow2026-05-09
Hello Raquel,
Thank you so much for your continued support and kind recommendation! We’re truly honored to create such meaningful memorial portraits for you and your family. It means a lot to hear that each one has been detailed and that your experiences—from ordering to shipping—have been consistently great.
Absolutely love my prints. It's my second time ordering and I'm still happy!
Reply from West & Willow2026-05-09
Hello Laurel,
Thank you so much for your continued support! We’re thrilled to hear you absolutely love your prints and that your second experience was just as great—it truly means a lot to us!
Overall experience, ease of ordering, customer service and product is awesome
Reply from West & Willow2026-05-09
Hello Jz,
Thank you so much! We’re thrilled to hear you had an awesome overall experience—from ordering to customer service to the final product. It truly means a lot to us!
S
Scott · 2 reviews · Verified · Experienced 2026-04-19 ·
★★★★★
Its...
Its.... so beautiful. and it arrived so fast.
Reply from West & Willow2026-05-09
Hello Scott,
Thank you so much! We’re so glad you think it’s beautiful and that it arrived quickly—it truly means a lot to us!
