I’m very happy with the sketch of my pet, it’s wonderful. The reason I couldn’t give five stars is because the picture came without the staples secured to hold the print tight inside the frame, so the... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Picture and frame came out great. The shipping communication can be worked on since I didn't get a status update until 1 week after my order. I honestly thought my pictures were rejected.
Company replied
Would be a 5/5 but i got the picture i ordered its amazing will be ordering another for our new pup also! Kinda disappointed we never received the digital version of it and we paid for it.. I keep get... See more
Company replied
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 th... See more
Company replied
Company details
- #53 of 72 best companies in Pet Store
Written by the company
It's never been easier have a commissioned piece of art in your home! West & Willow pet portraits are hand-illustrated by our digital artists based on the photo you provide us.
Contact info
New York, United States
- support@westandwillow.com
- westandwillow.com
3.9
Great
20K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
very slow turn around with art proof
very slow turn around with art proof; annoying as we did pay $10 for this service
July 12, 2026
Reply from West & Willow
Hello Vickie,
We sent you an email regarding your art proof but didn't receive a response. If you didn't receive it, please check your spam or junk folder, or reach out to us again—we'd be happy to help.
Advertisement
3rd one I've purchased and they never…
3rd one I've purchased and they never disappoint!!!
July 2, 2026
Reply from West & Willow
Hello Scott,
Thank you so much for your continued support! It means the world to us that you've chosen us three times. We're so happy we could deliver again—enjoy your new keepsake! 🐾❤️
I love what you do for all the animals.
I love what you do for all the animals.
thank you. :)
June 29, 2026
Reply from West & Willow
Hello Mery,
Thank you so much for your kind words! It truly means a lot to us. We're honored to create special keepsakes celebrating the animals we all love. 🐾❤️
The art came out perfect
The art came out perfect! I love the edit feature and approval prior to printing!
July 1, 2026
Reply from West & Willow
Hello Karla,
Thank you so much for your kind review! We're thrilled you love your artwork and that the edit and approval process gave you peace of mind. Enjoy your special piece! 🐾❤️
Keeps getting worse
The first order wasn’t quite right so they were just going to delete one word from the card and send a new order. Received the new order and it’s so much worse, they can’t even be used. The picture is so blown up that when you fold the card, half the face is on the back of card upside down and the words ‘thank you’ is on back of card upside down. I tried reaching out twice and no one responding. However they keep sending emails to rate them so here we are. I followed up again to let them know but still no response. Confusing because they were responsive first time.
July 1, 2026
Reply from West & Willow
Hello Keri,
We're truly sorry for your experience and for the lack of communication. We sincerely apologize for the issues with your replacement order and understand your frustration. Thank you for bringing this to our attention, and we're sorry we let you down.
Advertisement
I’ve used you for all three of my dogs…
I’ve used you for all three of my dogs and the outcome is fabulous. Love it!
July 1, 2026
Reply from West & Willow
Hello Melissa,
Thank you so much for your continued support! It means the world to us that you've trusted us with all three of your dogs. We're so happy you love them! 🐾❤️
Got the picture of my little dog that…
Got the picture of my little dog that passed. I cried, they captured her face perfectly. Thank you, I still feel like she is with me. Fast delivery and beautiful work.
June 29, 2026
Reply from West & Willow
Hello Mary ann,
Thank you for sharing something so personal with us. We're truly honored we could help keep your little girl's memory close, and it means everything to know we captured her so perfectly. Wishing you comfort, and thank you for trusting us. 🤍🐾
Incorrect dog name on sleeve and heart design
Incorrect dog name on sleeve; while customer service addressed the misspelling, the website is misleading about the quality of the heart sewn next to the name (website shows an actual heart, and states that if you type <3 an actual heart will be sewn but actually the <3 symbols are sewn) I was disappointed with the second version as well but at least it has the correct name of my dog.
July 5, 2026
Reply from West & Willow
Hello Maria,
We're truly sorry for the disappointment and frustration this caused. We sincerely apologize for the confusion and that we didn't meet your expectations. Thank you for your feedback, and we're sorry we let you down.
Totally flawless experience
Totally flawless experience. We had this done for friends as a memorial. The way the artists captured the eyes of Ollie was truly amazing. Thank you.
June 29, 2026
Reply from West & Willow
Hello,
Thank you so much for your beautiful words. It means the world to us that we could help honor Ollie's memory, and we're so glad his eyes were captured just right. Sending love to you and your friends. 🤍🐾
Advertisement
The website was tough to navigate and…
The website was tough to navigate and find info I needed. I emailed you and you never responded. This pic turned out ok. If I had to do over I would have selected a background. Again the website was trying to sell me mugs and I wanted to look at my order.
July 4, 2026
Reply from West & Willow
Hello Charles,
We're sorry to hear about your experience with our website and the lack of response to your email. We truly appreciate your comments and will use them to improve both our site and customer service. We hope we have the chance to provide you with a much better experience in the future.
Sent wrong item
Was sent the wrong item but they replaced it very quick. We will see what the new item looks like but for now I’ll go with 3 stars
June 27, 2026
Reply from West & Willow
Hello Dylan,
We're sorry for the mix-up, but we're glad we could arrange a replacement quickly. We hope your new item arrives soon and exceeds your expectations. ❤️
Reply from West & Willow
Hello Carly,
Thank you so much! We're thrilled to hear you love it and that you're happy with the quality. Enjoy! 😊
amazing quality & fantastic support team
My picture showed up with damage to the frame, and the support team quickly went into action getting a replacement in the works. The print is a memorial for one of our sweet cats who passed a couple months ago so it’s very special to us. can’t thank yall enough. 🤍
June 25, 2026
Reply from West & Willow
Hello Krysta,
Thank you for your heartfelt review. We're so sorry the frame arrived damaged, but we're glad our team could quickly arrange a replacement. It means so much to us to be part of honoring your sweet cat's memory. ❤️
Advertisement
Still waiting for my mug but the…
Still waiting for my mug but the picture of Jack is perfect.
July 1, 2026
Reply from West & Willow
Hello William,
Thanks for your review! We're so happy to hear Jack's picture turned out perfectly. We hope your mug arrives very soon, and we're sure you'll love it! ☕🐶
Gorgeous embroidery of my dog
All went well, fast and efficient international delivery to Australia. My embroidered hat looks excellent, the image looks just like my dog! Great quality I love it
June 20, 2026
Reply from West & Willow
Hello Elizabeth,
Thanks so much for your kind review! We're delighted you love your hat and that it looks just like your dog. Enjoy it! 🐶❤️
Just beautiful!
The portrait they did for my two chihuahuas was beautiful! My husband and I love it and plan to order more!!! I received the email within a couple days to review before production. As soon as I approved, it shipped quickly. I highly recommend!
June 11, 2026
Reply from West & Willow
Hello Mindy,
Thank you so much! ❤️ We're thrilled you and your husband love your chihuahuas' portrait. We can't wait to create more special pieces for you!
I needed to change the color of the…
I needed to change the color of the frame for my beloved Luna. They immediately did that before being sent out to me.
The picture of my Luna is absolutely perfect. Thanknyou
June 22, 2026
Reply from West & Willow
Hello Marina,
Thank you so much for your kind words! ❤️ We're glad we could make the change for you, and we're so happy you love Luna's portrait.
Advertisement
Amazing work and terrific customer…
Amazing work and terrific customer service, I couldn’t have asked for a better memorial piece for my loving pet.
June 19, 2026
Reply from West & Willow
Hello,
Thank you so much! ❤️ We're honored to have created a special memorial for your beloved pet.
This is our second picture from West &…
This is our second picture from West & Willow! It came out perfect, just like the first one. Never had any issues.
June 21, 2026
Reply from West & Willow
Hello Lindsay,
Thank you so much for your continued support! ❤️ We're thrilled you love your second portrait just as much as the first. We truly appreciate you!
Ok but a little disappointing
The color is little off, i emailed asking about the picture because this was a gift and i heard nothing back. I was happy with few previous purchases but I guess I will bring my business somewhere else.
June 26, 2026
Reply from West & Willow
Hello,
We're truly sorry to hear about your experience. We sincerely apologize for the lack of response and that the portrait didn't meet your expectations. We appreciate your past support and understand your disappointment.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.