Analyzing 2 121 Knetbooks reviews shows that contacting customer service can be a problem

Pile of books, one open book.

Knetbooks offers a wide variety of college and university textbooks for students to rent. When we looked at reviews for this bookstore, we found out that several people were complaining about late fees and slow customer service.

Why do we say this?

Contacting customer service appears to be an issue. People who tried to call the company complain about long waiting times. The topic “called” has an average grade of 1,31 / 5 and it is often mentioned together with “customer service” and “waiting”. However, it looks like people have been talking less frequently about the topic “called” since 2018.

Another problem seems to be late fees. Some people claim they got charged for books they returned on time and others think the late fees are way too big. The topic “charged” has an average grade of 1,28 / 5 and “fee” 1,40 / 5. While the company makes clear they want to help college students to save money, they should make sure they are not doing the opposite.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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