What Remento gets right.
Before we explore where customers run into friction, it's worth acknowledging what Remento does well. They've built something meaningful, and these things genuinely matter.
Charlie & the personal touch
A genuinely passionate founder who personally responds to customers and is the face of the brand on social media. That kind of personal connection is rare and lovely to see.
The video concept
Remento pioneered the idea of spoken-memory-to-book, removing the writing barrier for families with loved ones who can't or won't write. A genuinely innovative approach.
Shark Tank validation
Bringing memory preservation to a mainstream audience is good for everyone in this space. Their Shark Tank appearance helped more families discover that preserving stories is something worth doing.
A great concept doesn't mean a perfect experience.
Remento has genuine strengths, but real customers report real friction. Here's what comes up most often, organised by theme — and how Keepsake takes a different approach.
Subscription Lock-In
Multiple customers report losing access to edit, create, or send prompts once their subscription lapses. Your content effectively becomes read-only — or worse, inaccessible.
“After my subscription ended I couldn't edit anything or even send new prompts. I had to resubscribe just to fix a typo before printing.”
“I thought I owned my content but apparently Remento owns the access. Once you stop paying, you stop creating.”
Your content stays yours, always.
With Keepsake, your content stays editable even after your subscription ends. Free PDF export is always available. We believe that once you've written your memories, they belong to you — not to a recurring payment.
QR Code Dependency
Remento's printed books include QR codes that link to video content. This means the physical book requires an internet connection and the Remento app to access the full experience.
“The book is beautiful but half the content is behind QR codes. My grandmother doesn't know how to scan those. She just sees blank pages with squares.”
“What happens to the QR codes if Remento goes out of business? Our family book would become incomplete.”
Your printed book stands completely alone.
Every Keepsake book is a complete, self-contained hardcover. No QR codes, no app required, no internet dependency. The book on your shelf works exactly the same in 50 years as it does today.
Limited Photo Placement
Remento restricts photo placement to one per story, with the rest appearing in a separate gallery. Customers who want photos woven into their narrative find this frustrating.
“I wanted to place specific photos next to the stories they belong to. Instead, they all get dumped into a gallery at the end. It doesn't feel personal.”
Unlimited inline photos with a rich text editor.
Keepsake's editor lets you place as many photos as you want, exactly where you want them — inline with your text, full-width, or in galleries. Plus built-in editing tools to crop, adjust, and upscale your images for print.
AI-Only Customer Support
Several customers report difficulty reaching a human when they need help, encountering AI chatbots or slow email response times instead.
“I tried to get help with a printing issue and kept getting routed to their AI chatbot. It took over a week to get a real person to respond.”
“Their support is mostly automated. When you have a real problem with your book order, you need a human who can actually help.”
Real human support, every time.
Keepsake offers direct human support. No chatbots, no AI gatekeepers. When you need help with your memory book, you get a real person who understands the platform and cares about getting it right.
Return Policy Frustrations
Customers report difficulties with the return and refund process, particularly around Remento's Legacy Box partnership and printed book quality issues.
“I wasn't happy with the print quality and tried to get a reprint. The process was painful and took weeks of back-and-forth emails.”
Risk-free trial, no commitment required.
Keepsake offers a risk-free trial so you can explore the full platform before committing. If your printed book has any quality issues, we'll make it right — quickly, with a real person handling your case.
International Experience
Remento is built primarily for the US market. International customers encounter USD-only pricing, expensive shipping, long delivery times, and American timezone support.
“I'm in Australia and the shipping was $54 USD on top of the subscription. It took over three weeks to arrive. For that money, I expected better.”
“Everything is in USD. I never know exactly what I'm paying until the credit card statement arrives with the conversion fee.”
Multi-currency pricing, local printing in 5 countries.
Keepsake offers pricing in AUD, GBP, EUR, CAD, and USD. Books are printed locally in Australia, the UK, US, Canada, and Germany for faster delivery and free shipping. No currency surprises, no customs fees.
How Keepsake compares to
Remento overall.
Features
