I've only ever ordered one custom video. It was from Danielle Willis over onlyfans.
About 3 weeks passed and I received nothing. I contacted her during the afternoon and politely asked when it might be delivered. She was very, very sorry and sent a personalized voice message explaining that it had just slipped her mind and that she usually never forgets her requests. She promised to get a video done by later in the evening and even offered to do a 2nd video to make up for the delay. I said it's good enough just to do one video, and to just make it a couple minutes longer than normal. She made good on the promise and delivered a video later that evening. And it was a good one.
I don't plan on ordering many more custom videos anytime soon, but I'd definitely order one from DW again.