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’ve sent 2 emails in reference to my order (my cat wrong color) and haven’t heard back.
Hello Gustavo, We’re sorry for any frustration caused. We have responded to your emails, so please kindly check your inbox (and spam/junk folder just in case). If you’re still unable to locate our reply, feel free to reach out again and we’ll be happy to assist you further.
Just a great experience from beginning to end. I love my art. This is my 6th time to use them.
Hello GTC, Thank you so much for your continued support! We’re honored this is your 6th order and thrilled to hear you had a great experience from beginning to end. It truly means a lot that you love your art!
Hello Eric, Thank you so much! We truly appreciate your enthusiasm—so glad you’re happy!
Never received an order confirmation. Then when I received the portrait the name was spelled wrong. I contacted customer support and have not heard anything back.
Hello Bailey, We sincerely apologize for the experience and the frustration caused, especially with the misspelled name and lack of response. We can confirm that your order has already been delivered, and we’re truly sorry for the issues you encountered. If you still have any concerns, please feel free to reach out to us, and we’ll be more than happy to assist you further.
Hello Norma, Thank you so much! We’re so glad to hear you found the picture beautiful—it truly means a lot to us!
I absolutely love the painting and frames of my doggies. Looks amazing over my bed !!
Hello Sachi, Thank you so much! We’re thrilled you love the painting and frames of your doggies—it sounds perfect over your bed. Enjoy your beautiful piece!
Picture was beautiful and everything with ordering and shipping was good. The only exception is the size of the lettering for my pet's name. It was to small and disproportionate to the size of the picture.
Hello Deborah, Thank you for your thoughtful feedback! We’re so glad to hear you found the picture beautiful and that the ordering and shipping process went smoothly. We appreciate you pointing out the issue with the lettering size, and we’ll be sure to share this with our team as we continue to improve.
I purchased a gift certificate. I tried to return for refund when the planned recipient expressed no interest. Gift certificates are non-refundable. Ridiculous.
Hello PatsMom, We’re sorry for any frustration this has caused. Gift certificates are non-refundable as stated in our policy, but we understand how disappointing this situation can be. We truly appreciate your feedback and will take it into consideration.
The necklace quality is great and the picture turned out incredible. I do wish the necklace had different chain length options / different holes so I could adjust the length so I could layer with some of my other necklaces.
Hello Sarah, Thank you so much for your thoughtful feedback! We’re thrilled to hear you’re happy with the necklace quality and how the picture turned out. We also really appreciate your suggestion regarding adjustable chain lengths—this is valuable input, and we’ll be sure to share it with our team for consideration.
1 of the three of my portraits looked darker like a shadow was casted over one of the dogs. It stands out. I would habe thought the animator would have caught this as the other 2 dogs are casted in a bright light.
Hello Andrea, 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!
Absolutely no way to contact customer service/person after ordering! I received only half of my order, attempted to reach customer support multiple times. No matter how I worded my text/email, only BOTS responded with the same verbiage that didn't address my issue. Review updated to 5 stars because I finally received my mug and it's perfect!! If it wasn't so frustrating to contact customer service, review would be a 5. After numerous emails that were answered by bots, I was finally contacted by a human (I think), Jeramy who made things right!
Hello Jacqueline, 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. Thank you for trusting us to make it right ❤️
The print was lovely but it was just a bit small and it make it hard to see my boy properly.
Hello FS, Thank you so much for your thoughtful feedback! We’re thrilled to hear you’re happy with the necklace quality and how the picture turned out. We also really appreciate your suggestion regarding adjustable chain lengths—this is valuable input, and we’ll be sure to share it with our team for consideration.
Overall, the picture looks good. I was disappointed with the lack of communication from West & Willow. I didn’t receive any email from when the portrait was started and when it shipped. No preview of the portrait & there was no place when ordering where you could leave who the gift was from. I sent an email to the website explaining my frustration and the person who got it not only didn’t read my email, but sent me the tracking number. (I didn’t ask for that & we got that info in the shipping email.) Overall, this wasn’t a great first impression. Luckily, the portrait looks nice.
Hello LC, We’re sorry for the lack of communication and the frustration it caused—this isn’t the experience we aim to provide. We truly appreciate you sharing this and are glad to hear you’re happy with the portrait.
AMAZING!!! Loved how it turned out
Hello Savannah, Thank you so much! We’re thrilled you loved how it turned out—means a lot to us!
A close considerate experience with the service representative was very helpful as we had a difficulty with the photo I presented causing a delay in the portrait ing process. It was a satisfying experience. All went well.
Hello Norma, Thank you so much for your kind feedback! We’re glad our team was able to assist you through the photo issue and that everything worked out in the end. It means a lot to hear you had a satisfying experience!
I was totally amazed when I received my painting.! The detail is top notch. Very easy to order and was at my door in a timely manner.!
Hello Rich, Thank you so much! We’re thrilled to hear you were amazed by your painting—the detail means everything to us. So glad the ordering process was easy and that it arrived quickly. Enjoy your piece!
Made order for a portrait + mug. Was only sent the mug and have not received the portrait. It’s been almost a month. I’ve ordered from them 3 times and had no issues, I emailed a week ago with no response Edit April 29th: I still no response, I’m contacting my bank to get a charge back initiated, I highly recommend against purchasing from this company after I’ve been essentially scammed.
Hello Adam, We sincerely apologize for the delay and lack of communication you’ve experienced—this is not the standard we aim to provide. We understand how frustrating this must be, especially as a returning customer. Please know we’re looking into this as a priority and will follow up with you as soon as possible to resolve the issue.
Hello, Thank you so much! We’re so glad you’re happy with the quality and fast delivery—it means a lot to us!
Ordering was easy and the end result came out beautiful. Thank you for exceeding my expectations..again! Delivery was fast too.
Hello Shari, Thank you so much! We’re thrilled the ordering process was easy and that the final piece exceeded your expectations—again! So glad it arrived quickly too. We truly appreciate your continued support!
Really love the work west and willow do! I have now given three as gifts and everyone is so happy with their artistry. Thank you
Hello Hania, Thank you so much for your kind words and support! We’re honored you’ve chosen us for such special gifts, and it means a lot to hear that everyone has been so happy with their portraits. We truly appreciate it!
203 reviews matching