Customer Reviews (500)

Aolson918 • 2025-03-25T02:05:08-07:00

I like how easy to use audiobooks.com is. And there are a lot of titles to choose from.

AmadeusFG • 2025-03-22T21:10:49-07:00

The trial free month offer advertised 3 books. When I logged in, I had only one credit for one book. I cancelled. It was stated that if I cancelled before 30 days, my credit card would not be charged. Then, I got an email from my bank that I was charged $14.75. It is all so strange, I thought it was a scam site. Or at best, they were hacked. Rather than going through the tiresome process of modern "customer service". I write this unfavorable review, in hopes the company will take action to change their policy to prevent from happening to other people.

Phoenix Stigande • 2025-03-19T14:37:13-07:00

This app has the best up to date ways to read your books! It’s user friendly even for the most tech-disabled people like myself!! I love it so much!!

Summary of Key Insights

  • Audiobooks.com is generally well-received, with many users praising its ease of use, extensive library, and competitive pricing compared to Audible. However, significant issues related to billing, cancellation difficulties, app glitches, and library management detract from the overall experience. Customer service experiences are mixed, with some users reporting positive interactions and others describing unhelpful or deceptive support. The app is perceived as a viable alternative to Audible by some, while others find its functionality and content selection lacking. A major concern is the perception of deceptive practices regarding free trials and subscription terms.
  • Strengths: Ease of use, good selection of books (especially for some specific titles not available elsewhere), competitive pricing/value (VIP selections, deals), customer service praised by some.
  • Weaknesses: Billing issues (unexpected charges, difficulty cancelling), app glitches (pausing, crashing, losing progress), limited selection compared to Audible, library management (lack of chapter navigation, poor bookmarking), customer service complaints (unhelpful, deceptive), confusing subscription terms, lack of offline access in some cases, credit expiration.
  • Overall Sentiment: Mixed. While many users are satisfied, a significant number express frustration with billing, app functionality, and customer service.
  • Overall Rating: 4.25 stars (weighted average calculated from review counts).
  • Score Distribution:
    • 5-star: 60.4% (302/500)
    • 4-star: 16.8% (84/500)
    • 3-star: 6.2% (31/500)
    • 2-star: 2.2% (11/500)
    • 1-star: 14.4% (72/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews from the Apple App Store.
  • Time Frame: Not explicitly stated, but the reviews appear to be a mix of recent and older feedback.
  • Analysis Methods:
    • Sentiment analysis based on star ratings and review text.
    • Keyword extraction to identify frequently mentioned topics, issues, and requests.
    • Qualitative analysis of review content to understand user experiences and perceptions.

Key User Pain Points

  • Billing Issues: Unexpected charges after cancellation, difficulty cancelling subscriptions, deceptive "free trial" offers that immediately charge users. Impact: Erodes trust in the app and company, leads to negative reviews and customer churn.
  • App Glitches: Random pausing, crashing, loss of listening progress, books not playing, sound distortion. Impact: Frustrates users, disrupts listening experience, reduces app usability.
  • Cancellation Difficulties: Opaque cancellation process, continued billing after cancellation, unresponsive customer service. Impact: Creates negative user experiences, leads to complaints of deceptive practices.
  • Limited Selection: Fewer titles compared to Audible, lack of specific books or authors, limited selection in VIP/free sections. Impact: Reduces user satisfaction, drives users to competitors.
  • Library Management Issues: Lack of chapter navigation, poor bookmarking functionality, difficulty organizing books, inability to sync position across devices. Impact: Hinders usability, makes it difficult to follow along with books, reduces efficiency.
  • Poor Customer Service: Unhelpful or deceptive support agents, slow response times, inability to resolve issues. Impact: Exacerbates existing problems, creates negative brand perception.
  • Credit Expiration: Credits expiring after a certain period. Impact: Users feel pressured to use credits even if they don't want to.
  • Lack of Offline Access: Some users report that the app won't load or play downloaded books without an internet connection. Impact: Limits usability in areas with poor connectivity, defeats the purpose of downloading.

Frequently Requested Features

  • Improved Chapter Navigation: Display chapter names and allow users to jump to specific chapters.
  • Better Bookmarking: More reliable bookmarking system, easier access to bookmarks.
  • Offline Playback Improvements: Ensure reliable playback of downloaded books without an internet connection.
  • Book Organization/Categorization: Ability to organize library by genre, read/unread status, etc.
  • Dark Mode: A dark mode option for easier viewing in low-light conditions.
  • Position Sync: Sync listening position across multiple devices.
  • Clearer Pricing: More transparent pricing information, especially regarding subscription costs and credit purchases.
  • Archiving/Hiding Read Books: An option to archive or hide books that have already been listened to.
  • Wishlist in VIP Section: Ability to add books to the wishlist directly from the VIP selection.
  • Speed Control: Ability to adjust playback speed (mentioned by one user).

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to navigate and use.
  • Extensive Library: A large selection of audiobooks, with some users finding titles not available on other platforms.
  • Competitive Pricing: Value for money compared to competitors, especially with VIP selections and deals.
  • VIP Selections: The monthly VIP book selection is a popular perk.
  • Customer Service (for some): Some users report positive experiences with customer service.
  • CarPlay/Android Auto Integration: Compatibility with in-car entertainment systems.
  • Graphic Audio: Availability of graphic audio versions of some books.

Prioritized Action Recommendations

High Priority:

  1. Address Billing and Cancellation Issues: Simplify the cancellation process, provide clear and upfront pricing information, and resolve billing errors promptly. Implement a system to ensure that cancellations are processed correctly and that users are not charged after cancellation.
  2. Fix App Glitches: Invest in thorough testing and bug fixing to address issues related to pausing, crashing, loss of progress, and playback errors.
  3. Improve Library Management: Implement chapter navigation, enhance bookmarking functionality, and provide options for organizing and categorizing books.

Medium Priority:

  1. Expand Content Selection: Focus on acquiring a wider range of titles, especially popular books and new releases, to compete more effectively with Audible.
  2. Enhance Customer Service: Provide better training to customer service agents, improve response times, and empower agents to resolve issues effectively.
  3. Address Offline Playback Issues: Ensure that downloaded books can be played reliably without an internet connection.

Low Priority:

  1. Implement Dark Mode: Add a dark mode option for improved usability in low-light environments.
  2. Enable Position Sync: Implement a system to sync listening position across multiple devices.
  3. VIP Wishlist Integration: Allow users to add books to their wishlist directly from the VIP selection.

Opportunities for Startup Ideas

  • Aggregated Audiobook Review Platform: A platform that aggregates reviews from multiple audiobook services (Audible, Audiobooks.com, etc.) to provide users with a comprehensive overview of book quality and narrator performance.
  • AI-Powered Audiobook Note-Taking Tool: An app that uses AI to automatically generate summaries and notes from audiobooks, making it easier for users to retain information and reference key passages.
  • Subscription Management Service for Audiobooks: A service that helps users manage their audiobook subscriptions, track spending, and identify the best deals across different platforms.
  • Audiobook Club Platform: A platform that facilitates audiobook clubs, allowing users to connect with other listeners, discuss books, and share recommendations.
  • Personalized Audiobook Recommendation Engine: An AI-powered recommendation engine that suggests audiobooks based on user listening history, preferences, and mood.

Trends and Observations

  • Comparison to Audible: Many users compare Audiobooks.com to Audible, highlighting its strengths and weaknesses relative to the market leader.
  • Billing and Cancellation Concerns: A recurring theme is the frustration with billing practices and the difficulty of cancelling subscriptions.
  • App Stability Issues: A significant number of users report experiencing app glitches and technical problems.
  • Desire for More Features: Users are looking for features that enhance usability and convenience, such as chapter navigation, improved bookmarking, and offline playback.
  • Shifting Sentiment: Negative reviews often mention initial positive experiences followed by frustration with billing, app issues, or customer service.

Conclusion

Audiobooks.com has the potential to be a strong competitor in the audiobook market, but it needs to address its key weaknesses to improve user satisfaction and retain customers. By focusing on resolving billing issues, fixing app glitches, improving library management, and enhancing customer service, Audiobooks.com can build a more positive reputation and attract a wider audience. Addressing these pain points is crucial for long-term success and growth. The company should also focus on transparency in its advertising and subscription models to avoid alienating potential customers.

Original App Link

https://apps.apple.com/us/app/audiobooks-com-get-audiobooks/id521227008?uo=2