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.
“I have been excitedly working on my memories when all of a sudden, I was shut out of my account with no warning or message from Remento. I have been trying to reactivate the account, but all I get is AI with not helpful information. Getting help from them is nearly impossible.”
“I paid for 1 year (supposedly). My father recorded 7 prompts ( in 1 year ). He's 74! Now I have to shell out another almost $100 USD? So I paid for 7 responses? Pretty ridiculous, when you can essentially do this for Free with simple online tools.”
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.
“Whenever I receive a book with QR codes, I always download the content because the website will inevitably disappear in 10 years.”
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.
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.
Customer Support Gaps
Several customers report difficulty reaching a human when they need help, encountering AI chatbots or slow email response times instead.
“The inability get customer support for questions has kept me from recording. I contacted Charlie who was going out of town, and referred me to someone else and I never got a response.”
“There is no customer service number- it sends you to a bot named 'Happy' who gives you automated responses for weeks at a time as to why they can't fix your account.”
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've been trying since December to send this gift, and the experience has been incredibly frustrating. I purchased two books for my parents and in-laws as Christmas gifts. When I went to send them, the site wouldn't allow it unless I committed to an annual subscription.”
“I emailed repeatedly starting less than 4 weeks after the purchase. No response. This is their response verbatim via chat today: I understand this isn't the news you were hoping for. Since it's been 10 months since the purchase, it falls outside our standard 30-day refund policy.”
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.
“Remento only allows recording of stories, using text and email, in the USA. The rest of the world, it will only send emails. I've tried to arrange a refund and it will take 'around 3 weeks' because their 'engineering team' need to work on it.”
“My son gave me remento for my birthday, but as I was adopted, a lot of the questions i cannot relate to as my parents were not my birth parents, and when I have to answer your questions, I either have to talk or have a camera which I dont have on my computer. I really wanted something I could answer by typing.”
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.
Usability Barriers
Many customers — particularly older adults who receive Remento as gifts — report being unable to get started, navigate the interface, or record stories. Browser compatibility and account access issues compound the frustration.
“Could not get it to work on Safari or Chrome on my iPad.”
“seems like great idea. But I find it hard to navigate. tried one, it was way too short & wanted to preplan it & record & couldn't figure out.”
“I bought this for my mother. Can't record anything to date. I can't work this application. Very difficult to use. No instructions. Customer service not very helpful”
Designed to be simple from day one.
Keepsake works in any browser on any device — no app required. Our text-first approach means your family can type, paste, or dictate their stories without navigating recording interfaces. And if anyone gets stuck, real human support is always available.
AI Transcription Accuracy
Remento uses AI to convert voice recordings into written stories. Some customers report the transcription changes names, switches perspective from first to third person, or omits important details from the original recording.
“my husband Richard was called Grant in multiple stories. Also the book used third person instead of first person me telling the story. It was very strange for my memories to be read as if someone else was telling the stories. When recording I used the words I and me!!”
“I wish they had more of her actual words when it is changed over to print from her voice recording.”
You write the words. No AI rewriting.
With Keepsake, your stories are written by you or your family — not generated by AI. What you type is exactly what appears in print. No AI summarisation, no perspective shifts, no name substitutions.
Why families choose
Keepsake over Remento.
Family-First Design
Keepsake brings everyone together with real-time collaboration, while Remento isolates contributors with individual logins.
Flexible Login
Save your password and log in instantly. No more hunting through your inbox for a magic link every time you want to write.
Unlimited Projects
Create as many projects as you like. Biography, wedding, memorial, baby book. No limits, no extra fees, all on one subscription.
Free Local Shipping
Books printed locally in Australia, the UK, US, Canada, and Germany for faster delivery wherever you are.
How Keepsake compares to
Remento overall.
Features
What People Are Saying
Read the reviews.
Frequently Asked Questions
Looking for region-specific information?
“The issue I see here is the $99.00 annual fee and the QR code. How long will this company stick around and what happens to the content if they go under?”
“That's what I was thinking the whole time when I saw this. The book and stuff is cool but anything online isn't guaranteed to stick around.”
“We definitely recommend you backing up all your content”