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Business Profile

Publishers Representatives

StoryWorth Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/31/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In July of 2022 I subscribed and paid for multiple books for my mother. I gifted her a subscription to Storyworth. She diligently answered her questions throughout the year. It is now Dec 30 of 2023 and we've received no books, no notifications, no emails or calls about the status of the order and the final books. When I try to log into my account it says it is no longer active. I would like to receive the books ordered since my mother put so much work into them -and if that is for some reason not possible - I would like a full refund. This is incredibly disappointing.

    Business Response

    Date: 05/04/2024

    Hello,

    Thank you for the opportunity to respond to this complaint.  We're very sorry for the confusion that this customer experienced regarding receiving the books that came with the subscription. We do not print the books automatically at the end of the year.  Instead, the customer must login to their account to place the order for the printed book.  The customer reached out to us on 12/30/23 asking about how to receive the book and we provided instructions and assistance to the customer, and the customer was able to place the book order successfully on 12/31/23.  There was some additional confusion with how the accounts were set up, but we were able to sort that out as well.

    We understand that there is some confusion about what happens at the end of the subscription, and again, we are very sorry that this customer experienced this confusion.  We are looking into ways to better communicate this information to our customers.   For example, we are improving our email communication at the end of subscriptions, and we have launched a Help Center website to provide info as well.

    We also reached out to this customer recently when we were first made aware of this complaint to apologize for the difficulties.

    Best,

StoryWorth Inc. is NOT a BBB Accredited Business.

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