Letterfest Avis 

I’m not one to normally write reviews, but the experience I’ve had with letter fest has been absolutely shocking, please read before you order!

I recently placed an order for two Father’s Day prints from Letter Fest, after seeing numerous positive reviews. I placed the order over two weeks in advance of Father’s Day, and nearly a week later I still have not received one of my prints or had a reply from their customer service team, despite numerous emails to them!!

My first print arrived in time, the artwork itself is absolutely lovely and the company are responsive to making changes to the artwork, however it takes them about three days to reply, which has significantly held up the whole process. The first issue that I faced was when I went to frame my first piece of artwork from them, it had been fitted together in such a sloppy way that it did not fit in a frame of the correct size!! (12 by 10 inches). I had ordered the print without a frame and just to be mounted, they had stuck the print to the mount so badly that it was completely wonky and therefore looked wonky from the front, it also did not fit in the frame, meaning that I have not been able to give it as a present because it looks so misaligned and cannot be framed!? Their emails say that each print goes through a process where it is checked to perfection, I don’t understand how this is possible when something so simple has been stuck together in such a misaligned way!? The glue is also really strong so I have not wanted to remove the mount because I risk ruining the print itself, the glue would simply just pull off the paper from the print.

The second print is the one that I’ve been in communication with them about to make edits to the artwork, each time I’ve emailed them, they’ve taken days to respond, hence why this process has taken so long. Their website promised that the print would be here for Father’s Day, which seeing as I ordered more than two weeks in advance this should have been more than achievable, however since my print has not arrived on Father’s Day, I have emailed them several times asking for a refund (let’s be honest the prints aren’t cheap), and I still have not had a reply. So currently I have spent £80 on two prints, one that is unusable, the other which has not turned up, they are not replying and I am £80 out of pocket!!

Absolutely shocking customer service, I will be posting reviews until they finally get back to me and issue me a refund that I deserve. Such a shame as the artwork itself looks lovely, but the customer care here has been appalling. If they had replied to me sooner, I would not be writing this review.

From the beginning to the end: top marks!
The communication with Marie, due to the difficult circumstances, was excellent. She was able to put us to ease, to make amendments as required. The order itself was easy to navigate through, we could even adjust some things due to outside of the UK system it had to comply with. The order, despite an international post, was sent on time, arrived on time, without any issues and the outcome was excellent - beyond expectations. Thank you! (this was for teachers' gifts)

I ordered a personalised wedding print and when the venue closed two weeks before the wedding, Letterfest could not have been more helpful in changing the painting at a small additional cost which I thought was very kind of them. Their regular updates and attention to detail is amazing. They send you the print to check prior to sending and quickly edit anything if needed. My print unfortunately was not delivered and when I reported this, they quickly replaced it. They went above and beyond and the quality of the painting is excellent. Would definitely recommend.

I just approved the final version of my wedding venue illustration. My vision has been made real! With a lot of help from Customer Support, all of the many photographic elements I presented to Letterfest came together into a beautiful wedding venue illustration. This was probably not a typical request to take 3 different photos and meld them together. It took 7 or 8 iterations to get an illustration that I had imagined. I truly appreciate everyone's efforts to make my vision real. Please pass on my genuine thanks to everyone who helped with this project. I will be so pleased to present this to the bride and groom on their wedding day!! Thank you again

Ordered an illustration for Father’s Day that cost £100. Product arrived and was of low quality, picture frame was made of a cheap wooden material and looked tacky. Illustration also looked bland and did not represent the sample that was sent via email for example the detail in the face was missing. Disappointed with my purchase and will not order from this company again.

Ordered a planter for a bereavement. The pot arrived and was poor quality, being cracked around the hole in the bottom and unlikely to sustain a winter. I contacted Letterfest and asked for a replacement or refund in accordance with my consumer rights. Both were refused - instead I was offered a £20 refund (a third of the cost of the pot). I explained my rights which are clearly not understood by LF but despite this Charlotte dug in her heels and rejected the request. It’s the worst service I’ve received from an online company in a long time. I’ve reported the company to trading standards and will get my money back via a legal process but should not have to waste my time in this way. I’d avoid this company like the plague.

It was advertised as ‘hand drawn’, what turned up was a computer generated image!! There were no pencil marks, which you can’t see when buying online. I paid £50 for something I could have done myself. It looked so tacky. Avoid! And Letterfest stop advertising as hand drawn!

What a scam. The website advertises a watercolour sketch which in fact is a digital computer printout of your photograph (which you could easily do yourself). The response from the customer service team is that a ‘proof’ was approved - however the proof they send resembles a hand-drawn watercolour sketch (which is then immediately deleted so you cannot access what you initially approved). On further probing they admitted that actually if you read the small print for this advertised ‘watercolour sketch’ it does state underneath that really it’s a computer printout. How deceiving! I then asked for the sketch of the approved hand-drawn proof to be sent if a refund was not possible - to be told a flat no. Absolutely awful quality product and completely false advertising. I now have a computer printout of a photo at ridiculous cost.

For the price of these pots, there is absolutely no attention to detail or care given. Whilst the lettering is lovely, the pot had clearly been wiped clean where the lettering was done, but didn’t bother wiping clean the rest of the pot. Handprints were literally left in the dirt on the other side. All it took was a wipe over with a wet cloth- is this too much to ask for when paying a premium for these pots? I will be looking elsewhere in future.

UPDATED: The order arrived just on time (one day before father’s day) and Charlotte from customer service was very helpful. Overall, I am satisfied with the product, the book is really nice. The experience was not the best, as I did not receive any updates or information for the first week.

INITIAL RATING: I ordered a book for Father’s Day a week ago and have yet to receive any updates on its status. I tried contacting customer service, but it’s just an unhelpful chatbot. I also emailed them, only to receive the same automated response saying someone would get back to me within 12 hours… and still nothing.

At this point, I have no idea where my order is, if it was ever processed, or if this company is even legitimate. The lack of communication is unacceptable, and I’m starting to suspect this might be a scam. Very disappointed.

Update after their response:
AVOID THIS SCAM AS THEY MAKE AN EASY 20 DOLLARS IN NONREFUNDABLE FEES FOR THEIR "CUSTOMIZATION".

Before getting a partial refund, Letterfest continued to insist they did not use AI or filters. Yet when asking for adjustments in coloring, again - the lines for the illustration were also adjusted. The "sketch" they sent over was just a line filter applied to the image in a faded grey scheme (not even dark and solid lining like their example illustrations).

Original review:
I recently purchased one of their custom illustrations and am in the proof phase.

Per their FAQ:
Each illustration starts with a hand-drawn digital sketch based on your photo, which is then enhanced by our talented artists, adding unique details and personal touches. We never use AI or filters—just authentic craftsmanship from our team. The final artwork is then printed on high-quality, acid-free artist paper.

From the proofs and the way the artists addressed my first round of request changes, it is so so obvious that my original image was simply passed through a filter. With the first proof, I wasn't sure because it could've been an incredibly detailed artist, but when they attempted to make changes per my request, the only changes were playing with color and saturation settings.

I definitely will not be purchasing this kind of render as a gift as it is nothing like the listing photo examples. With this kind of product, without the actual artist illustration work, you can easily apply filters yourself.

We have used Letterfest for engraved terracotta gifts on special occasions. Ordering is simple, including changes to standard format, communications are excellent, and the product is very pleasing. Little touches like including gold marigold seeds with a Golden Wedding gift are part of their style.

The pebbles are amazing. Thank you so much your service is so efficient and reliable.

ordered expedited service may 15. its may 29 and still hasnt arrived. No one can tell me when i can expect it to arrive. They have no idea where the order is. dont have accurate tracking (just keeps updating to the following day...for the last 6 days)
Do yourself a favor and go with Etsy for this type of stuff. Or literally anywhere. Customer service is just some ai chatbot BS that doesnt even provide the correct info (sent me invalid order links, cant answer my question about when i can expect this order to arrive) The stuff is cute, but dont bother if you expect it to come.

This company delivered a high quality product and was very accomodating when I needed to make a couple changes. Book was delivered on time and our whole family was so impressed and loves it!

Charlotte was great, she helped me find my order after I mistakenly sent the proof to a non working Email and got it sorted out and shipped to me less than a week later

I ordered a bespoke Watercolor House Sketch. They were very kind and willing to customize as I requested. Everyone was positive and willing to go above and beyond to customize this meaningful gift. I 100% recommend and already planning to get more gifts from them.

I ordered a personalised plant pot and seeds for an 80th birthday gift. Unfortunately the plant pot arrived in pieces, broken in transit.

I got in touch with Letterfest on the Monday and requested to understand the next steps. Marie responded quickly, apologetic (for something that was clearly not their fault) and advised that Letterfest would send another plant pot soonest.

The new plant pot arrived on the Friday and thankfully in 1 piece! More than happy with the pot and the customer service from Marie. Would most def purchase again and recommend!

Absolutely amazing service and fast delivery. We ordered 13 engraved plant pots and every single one came perfect! We always use Letterfest every year and are always happy! Thank you again!

We were very unhappy with the memorial stone we received, our dogs name was unreadable if you were more than 2 feet away . We contacted customer services at which point they asked us to send photos , which we did . They have never got back to us and indeed I think they may have blocked us .Please do not buy from this company .