Story In Steel Reviews | Read Customer Reviews of storyinsteel.com

Story In Steel Reviews | Read Customer Reviews of storyinsteel.com

Story In Steel reviews

Showing 7 reviews with 2 stars · Clear filters

Dani H.
Jun 2, 2026
I never received my package
I never received my package. I placed the order in late April and have sent several emails to the support team. I spent over $300 and I can't get anyone to acknowledge my issue with not receiving my order. I was so excited to see t item I bought. It was a gift for a friend of mine for her 50th birthday. I'm extremely disappointed in this company. I really wanted to believe this was a great product by a newer small company. Customer service and quality products go hand in hand. Do not order from this company. It's a waste of time and money and you'll only be disappointed.
Response from Story In SteelAug 8, 2026
We’re sorry this situation was not resolved to your satisfaction. Both custom pieces were produced and shipped, and the courier marked both packages as delivered. You later informed us that only one had been received, so our team responded and began working with the courier to verify what happened. Our policy is to recreate an order at no additional cost when a package is confirmed lost. However, a chargeback was filed while the investigation was underway, which moved the matter into the payment provider’s dispute process and prevented us from completing our standard replacement procedure. We understand how disappointing the situation was. - The Story in Steel team.
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Washington P.
Dec 25, 2025
Unmet Expectations
Approved my proofs and it took over a month to recieve my order (even after paying extra for expedited shipping). Missed my deadline to give as a funeral gift. The metal finish is grossly misleading. Actual finish i received is light gray as oppose to metallic silver that is shown on all the pictures. Overall, I will not be using them again as the overall experience did not meet expectations.
Response from Story In SteelDec 26, 2025
Thank you for sharing your feedback. We’re very sorry to hear about your experience, especially given the circumstances surrounding this order. This is not the experience we want for our customers. We will be reaching out to you directly to review the details and investigate what happened so we can better understand and address your concerns. - Story In Steel team.
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Jerry J.
Nov 27, 2025
Final Product, far off From Original Photo
I own multiple restaurants & appreciate feedback directly to give us an opportunity to fix something. After multiple revision requests, Story in Steel tried, but never got close to the actual photo. I wanted to like the proofs they kept sending but I had to finally just give up. Also, I thought it was just me, but I got multiple opinions who agreed. Very disappointing.
Response from Story In SteelNov 27, 2025
Thank you for sharing this, and I’m truly sorry the experience fell short for you. We never want a customer to feel they have to give up on a design, especially when the artwork is meant to be personal and meaningful. We offer unlimited revisions and even allow a full image change because our goal is always to get the design exactly right. We also provide a 100% money back guarantee in the rare cases where someone is still unhappy after revisions. I’m sorry that option wasn’t used, because it’s there to protect you and ensure complete satisfaction. We’ll reach out to you directly to make things right. Your trust means a lot to us, and we appreciate the chance to fix this. – The Story in Steel Team
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Jonathan S.
Nov 7, 2025
Slower than advertised
The company has been responsive to emails sent but the product is taking longer than advertised despite paying for expeditious services. When contacted they brushed it off stating they are within their time window of 5-18 days for production, their website shows 5-15 days. The lack of concern for a customer who has paid extra for a service they advertised but hasn’t received is troubling. Be prepared to wait…..
Response from Story In SteelNov 14, 2025
Thank you for your honest feedback, and we’re truly sorry your experience hasn’t matched the level of service we aim to deliver. While our production times can vary depending on design complexity and seasonal volume, we understand that paying for expedited service comes with clear expectations, and we take that very seriously. Your trust means everything to us, and we’ll be reaching out directly to review your order and make things right. We’re glad you received your piece and hope you’re happy with how it turned out. Thank you again for sharing your experience, it helps us do better. – The Story in Steel Team.
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Randie G.
Oct 12, 2025
You forgot to drill a hole in the…
You forgot to drill a hole in the frame, which was a gift. Now they have to reach out to have this problem rectified. I am very unhappy to spend $200 and it's not functioning!
Response from Story In SteelOct 15, 2025
Hi Randie, We’re so sorry for the inconvenience, that should never have happened. Thank you for bringing it to our attention. We’ll reach out to you right away to make this right and ensure your piece is fully functional and ready to gift. – The Story in Steel Team.
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Roseline C.
Jul 10, 2025
Unrealistic Delivery Time
Updating my review as of 7/16/25. I did get my full refund however it took way to long to get to that point when I did email multiple times regarding this order. Paid extra to have delivered BY FATHER'S DAY! Here we are in July still nothing I asked for my money back they said id have it delivered within the week well that week has come and gone. So disappointed thinking this would have been a great gift for my ten year anniversary just ended up with nothing in the end. This was not a great experience for me
Response from Story In SteelJul 15, 2025
We're terribly sorry for the experience you've had, this is absolutely not the standard we hold ourselves to. Your order was meant to bring joy for Father’s Day, and we completely understand the frustration and disappointment caused by the delay. There’s no excuse for letting it go this far. We’ve already processed your full refund as requested, and we sincerely apologize for not delivering on our promise. We’re reviewing what went wrong so we can ensure it doesn’t happen again. Your trust matters to us, and we’re deeply sorry to have let you down. The Story In Steel Team.
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Jorge A.
Nov 22, 2024
Follow through on delivery…
Follow through on delivery instructions. The time for item to be finished was slightly lengthy however I don't mind if product is of quality. This was a Christmas gift and timeliness became a concern after several weeks, so I chatted with an agent an had specific instructions for delivery based on time frame. The item was shipped and delivered to our vacation home 2 weeks prior and is now outside, snow and rain until we arrive in December.
Response from Story In SteelNov 27, 2024
Dear Jorge, Thank you for taking the time to share your feedback. We take full responsibility for not following through with your updated delivery instructions, and we sincerely apologize for this oversight. We understand how frustrating it must be, especially with the item being intended as a Christmas gift. As we mentioned in our private correspondence, if there is any damage to your art piece due to the circumstances, we will gladly create a new one for you, free of charge, including express shipping, and ensure it arrives in time for Christmas. Your satisfaction is truly our top priority, and we are committed to making this right. We appreciate your patience and understanding. Thank you for being a valued customer of ours.
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