Welham & Co

Dear Janice, We sincerely apologize that your experience with our service did not meet your expectations. Please know that we do have a live support team, and I am personally here to address any concerns you may have. After reviewing your order, it appears there was a misunderstanding with our design team. The images from Realtor.com that were intended to be included in your portrait were not attached to your order, which unfortunately limited the design team’s ability to fulfill your request as intended. Regarding the combined photo add-on, this fee is a service charge and is generally non-refundable. However, as a one-time gesture of goodwill, we issued a refund to demonstrate our commitment to resolving your concerns. Your order has also been canceled in our system as requested. We deeply value your feedback, as it helps us improve both our communication and our service. We regret that this situation caused frustration and hope this explanation clarifies the circumstances surrounding your order. Anna @ Welham and Co

Hello Kim, Thank you for reaching out and sharing your experience. I’m truly sorry to hear how disappointing this process has felt, especially given how meaningful your portrait is for your anniversary. Our records show that our design team recently sent you an updated proof based on your feedback. We haven’t yet received a response about this revised version, so we’re currently waiting for your input before moving forward. Your feedback is essential to help us finalize the artwork and make sure it feels just right. As the original proof was previously approved, we aren’t able to provide a refund at this stage. However, our team remains committed to working with you—we’re happy to make any further adjustments needed to create a piece you’ll love. If you can let us know your thoughts on the most recent proof or share any specific requests, we’ll act on them right away. Thank you again for sharing your concerns. Please know we’re here to help resolve this with you and get your artwork completed to your satisfaction. Anna @ Welham and Co