I had a wonderful experience! They were very responsive, friendly, and helpful. We went through several drafts and the final result was perfect, down to each detail. My advice to prospective customers: choose your reference photos very carefully!! Make sure the hairstyles, expressions, etc. are exactly what you want to see in the drawing. At first, I didn't choose my photos carefully enough and had to go back and send better ones (to show our faces more accurately). Also, don't be afraid to be very specific in your vision for the drawing. And be sure to give yourself enough time for multiple drafts. Each revised draft can take up to five business days to produce, so if you're ordering this as a gift, do so well in advance! Overall, a great experience. Would order again!