My Story Tale: most-reported complaints
Automated analysis of 610 public Trustpilot reviews published 2025-11-24 to 2026-09-24. TrustScore 4.9 from 6,062 total reviews — see the Trustpilot page. Quick answer: is My Story Tale legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that products are not as described, accounting for 39% of the 49 complaints identified in the last year. Other frequent issues include faulty products, such as stuck pages, and delivery failures, including orders shipped with incorrect personalization details. A smaller number of complaints cite other problems, such as the lack of a book preview after selection. While reports of items not matching descriptions and delivery failures have been falling, complaints categorized as 'other' have been rising.
How to reach My Story Tale
These are the contact details My Story Tale publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2025-06-24, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 2 of 14 in Childrens Book Store. We last checked this profile on 2026-09-24 and found 54 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 3★ on Google (2 reviews)
TrustScore over time
4.9 → 4.9 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (100%, 0.0d) · 2026-08-20 (95%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-08-30 (100%, 0.0d) · 2026-09-02 (100%, 0.0d) · 2026-09-08 (100%, 0.0d) · 2026-09-11 (98%, 0.0d) · 2026-09-14 (100%, 0.0d) · 2026-09-17 (100%, 0.0d) · 2026-09-20 (100%, 0.0d) · 2026-09-24 (100%, 0.0d).
Severity: 4% of this company’s 49 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (82 reviews record both dates).
What their policy promises
delivery promise: UK manufactured, fast shipping
“Im Vereinigten Königreich gefertigt und schnell versendet”
delivery promise: Free shipping on 3+ books
“Kostenloser Versand bei Bestellung von 3 oder mehr Büchern!”
refund window: 90 days
“Wir bemühen uns, defekte Produkte zu reparieren oder zu ersetzen, sofern wir Sie innerhalb von 90 Tagen nach Erhalt der Bestellung darüber informieren.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +0/-2 lines; removed: * Father's Day | * Father's Day (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 82 negative reviews that received a public reply, the median wait was 0.1 days — the company profile reports an average of under a day.
Reply quality: of 83 company replies to negative reviews analysed, 36% engaged with the specific problem and 41% were generic templates.
48% of its 537 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 39% of this company’s complaints vs a 21% median across 140 ranked companies in its sector.
Review velocity: 5,461 of this company’s 6,062 Trustpilot reviews (90%) were written in the last 12 months.
What are the most common complaints about My Story Tale?
Not as described
19 reports · 39% of complaintsfalling“The book was supposed to say on first page love your great aunt Karen……. All is said was love aunt.”
The company replied on 2026-08-20: “Hi Karen, We're sorry to hear this. Upon checking, the book was printed exactly how it was customized. Please note that we don't change what the customer enters or previews as we produce thousand of…”
Our classifier read this reply as a deflection.
“the not said “love, aunt” and did not mention my name which defeats the purpose of the customization.”
The company replied on 2026-08-18: “Hi Paige, We're sorry to hear this. We don't change what the customer enters or previews as we produce thousand of books. One of our team member will reach out to see how we can help. Kind regards,…”
Our classifier read this reply as a deflection.
“Payed for hard copy received paper.”
The company replied on 2026-03-23: “Hi Regina, Thank you for your review. Upon checking, your order is for a soft cover. One of our team members will reach out to assist you further. Best regards Jane”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Faulty product
9 reports · 18% of complaintssteady“The pages of the book were stuck together”
The company replied on 2026-01-23: “Hi, Thank you for your review. I'm unable to find an order under your name. You may reach out to our [email protected] and we'll see how we can help. Kind regards, Jane”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“My book came in damaged yet there is no telephone number to call to return it.”
The company replied on 2026-03-19: “Hi Dessie, We're sorry to hear this. One of our team will reach out to see how we can help. **edited reply** replacement has been made Best regards, Jane”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“SHE WAS STILL GREEN”
The company replied on 2026-01-30: “Hi Adri I have checked our system and cannot see an order from a "Adri T". You may have left a review on the wrong company? If you have ordered from us, are you able to send an email to…”
Our classifier read this reply as a deflection.
Delivery failed
8 reports · 16% of complaintsfalling“My order did not ship with the correct hair , eye or skin color so I can't give the book to my great granddaughter.”
The company replied on 2026-08-12: “Hi Myra, We're sorry to hear this. We don't change what the customer enters or previews as we produce thousand of books. Eye color at My Story Tale books are also set to default. One of our team will…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“product never came. only got refund.”
The company replied on 2026-06-23: “Hi, Thank you for your review. I'm unable to find an order under your name AJ. You may reach out to our [email protected] and we'll see how we can help. Kind regards, Jean”
Our classifier read this reply as a template response.
“I was just pushed off the entire time.”
The company replied on 2026-06-22: “Hi, We’re really sorry to hear about your experience. Please know we were actively monitoring your parcel, and during your inquiries it was still within the 4–7 business day delivery window. If we…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Other
5 reports · 10% of complaintsrising since 2026-07“there was no preview of the book after making all the selections”
The company replied on 2026-09-11: “Hi Preeya, Thank you for sharing your feedback. We’re sorry to hear the book didn’t meet your expectations. While we do provide a full book preview, allowing you to view the complete story and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the storyline’s and wording are the worst AI generated texts iv ever seen. Half of the time they don’t make sense.”
The company replied on 2026-08-31: “Hi Ali, Our books are thoughtfully designed and illustrated by our in house creative team. We’re also unable to find a record of your order in our system, so it’s possible you may have purchased from…”
Our classifier read this reply as a deflection.
“I haven't ordered anything and it says I have.”
The company replied on 2026-08-20: “Hi Wanda, We're sorry to hear this. We've checked our system and can see an order under your name, this was also delivered last July 27 IN/AT MAILBOX. One of our team will reach out to you directly…”
Our classifier read this reply as a deflection.
Support unhelpful
5 reports · 10% of complaintsfalling“SHE WAS STILL GREEN”
The company replied on 2026-01-30: “Hi Adri I have checked our system and cannot see an order from a "Adri T". You may have left a review on the wrong company? If you have ordered from us, are you able to send an email to…”
Our classifier read this reply as a deflection.
“product never came. only got refund.”
The company replied on 2026-06-23: “Hi, Thank you for your review. I'm unable to find an order under your name AJ. You may reach out to our [email protected] and we'll see how we can help. Kind regards, Jean”
Our classifier read this reply as a template response.
“I was just pushed off the entire time.”
The company replied on 2026-06-22: “Hi, We’re really sorry to hear about your experience. Please know we were actively monitoring your parcel, and during your inquiries it was still within the 4–7 business day delivery window. If we…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Delivery late
5 reports · 10% of complaintsfalling“The pages of the book were stuck together”
The company replied on 2026-01-23: “Hi, Thank you for your review. I'm unable to find an order under your name. You may reach out to our [email protected] and we'll see how we can help. Kind regards, Jane”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The shipping/delivery process was way too slow”
The company replied on 2026-03-30: “Hi Marie, Thank you for your review. Each of our books is custom-made, which takes 2–4 business days, plus your selected Royal Mail 48 shipping, all within the expected timeline. One of our team will…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Took a long time for delivery , book its self was ok”
The company replied on 2026-01-14: “Hi Carletta, Thank you for your review. Each book is custom made, which takes 2–4 business days to produce, followed by your selected shipping time of 4–7 business days. This is all within our…”
Our classifier read this reply as a template response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.