How is the customer service of Audible?
Audible’s customer service has 792 negative mentions and 187 positive mentions out of 1,081 total references. Customers report frustration with support responsiveness on payment issues, account access, and subscription cancellations. Many experience long wait times, unhelpful automated responses, and unresolved problems after multiple attempts. Average ratings stayed around 2.3 stars from 2025 to mid-2026, dropped to 1.98 in April 2026, and rose slightly to 2.52 in July. A small number of users praise resolution of specific issues or helpful guidance, but positive experiences are outnumbered by widespread dissatisfaction. The overall trend shows little improvement, with recurring issues including poor communication, inaccessible support channels, and unresolved billing problems.
What customers praise
Customers frequently praise Audible for enabling access to audiobooks that fit into daily routines. Many use Audible while driving, doing chores, or working, allowing them to enjoy books without reading. Users value the high-quality narration, especially when narrators add emotional depth and clarity. Several reviewers say Audible helped them rediscover reading, particularly those with visual impairments or learning challenges. The ability to multitask while listening is a common benefit, with users describing the experience as transformative and enriching.
What customers said:
- „I have lost it a great deal of my sight and though my State Library offers fantastic…“
„I have lost it a great deal of my sight and though my State Library offers fantastic service“
- „I also like that I can ask questions to get more information about the scriptures I am…“
„I also like that I can ask questions to get more information about the scriptures I am reading.“
- „I've already managed to listen to several books that had been on my reading list for…“
„I've already managed to listen to several books that had been on my reading list for months.“
Original„Já consegui ouvir vários livros que estavam há meses na minha lista de leitura.“
Common complaints
Users frequently report difficulty accessing support and resolving account issues. Many cannot cancel subscriptions or receive refunds. Some accounts were reactivated without consent. Payment problems include unauthorized charges and unresolved errors. Hold times are long, verification steps are repeated, and chat agents offer no solutions. Communication is unclear, and users report being ignored after sharing personal circumstances, including disabilities.
What customers said:
- „they can not help“
- „Amazon audible I want my money back immediately“
- „Absolutely no help from customer service live chat“
How it has changed over time
Customer service performance from 2025 to 2026 showed little improvement, with ratings between 1.98 and 2.52 stars. The lowest rating was 1.83 in September 2025, and a drop to 1.98 occurred in April 2026. Issues with payment and account access remain unresolved. A slight increase in ratings happened in July and August 2026, but the overall trend is negative. Complaint volume rose steadily, peaking in August 2026. Support channels remain limited to phone and live chat. No improvements in response quality or resolution rates are visible.
What customers said:
- „gave up as a waste of my time!“
- „Online support is non existent because it only allows you to choose from a few options…“
„Online support is non existent because it only allows you to choose from a few options by default or “never mind” what a garbage UI“
- „after explaining my situation and disability to an associate they just ignored me“
Practical takeaways
Users facing issues should document all interactions and keep records of transactions and support attempts. Contacting support during off-peak hours can reduce wait times. Calling may produce faster results than chat, though it requires patience. Review subscription terms to understand credit and cancellation policies. If problems continue, use Amazon’s broader support system, as Audible is part of Amazon’s ecosystem. Despite strong content, customer service remains a major pain point that can reduce the service’s overall value.
What customers said:
- „it took me a month of calling only to be put on hold over and over“
- „payment and subscription management is handled very poorly“
„payment and subscription management is handled very poorly“
Original„la gestione dei pagamenti e degli abbonamenti è gestita in maniera pessima“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-09 | 1.83 | 30 |
| 2025-10 | 2.34 | 44 |
| 2025-11 | 2.31 | 39 |
| 2025-12 | 2.51 | 53 |
| 2026-01 | 2.22 | 46 |
| 2026-02 | 2.22 | 50 |
| 2026-03 | 2.11 | 74 |
| 2026-04 | 1.98 | 60 |
| 2026-05 | 2.35 | 89 |
| 2026-06 | 2.46 | 84 |
| 2026-07 | 2.52 | 130 |
| 2026-08 | 2.50 | 101 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-09 | 17% | 3% | 80% | 30 |
| 2025-10 | 18% | 9% | 73% | 44 |
| 2025-11 | 10% | 21% | 69% | 39 |
| 2025-12 | 15% | 8% | 77% | 53 |
| 2026-01 | 17% | 9% | 74% | 46 |
| 2026-02 | 18% | 8% | 74% | 50 |
| 2026-03 | 15% | 12% | 73% | 74 |
| 2026-04 | 12% | 12% | 77% | 60 |
| 2026-05 | 20% | 7% | 73% | 89 |
| 2026-06 | 25% | 12% | 63% | 84 |
| 2026-07 | 21% | 12% | 68% | 130 |
| 2026-08 | 21% | 12% | 67% | 101 |
Customer voices
Short excerpts - full reviews are available at the original source.
„After an hour on chat to support they couldn't determine what the error was“
„Audible.de has been promising such a feature for years, but nothing has happened to this day.“
„I can't get back into without id and I don't have my I d“
„I didn't need an ID to open the account, but now I need an ID to do anything to it“
„cancelled my membership to audible“
„will not provide me an option for a new membership“
„they won't get back to you when you attempt to get an explanation from customer service.“
„Trying to get an order payment problem resolved was like trying to wade through treacle!!“
What Reddit users discuss
Below are extracts from Reddit which discuss customer service in more detail - each linked to the original thread.
„Audible ist echt schlecht mit seiner die ich schon vorher bewertet hab“
„krieg ich beim Versuch, ne Bewertung abzugeben, ne rote Fehlermeldung“
Cite this page
Citatio (2026). Audible Customer service: customer reviews September 2026. Retrieved 18 August 2026 from https://citatio.ai/audible-reviews/customer-service/
Data verifiable via our public audit log: Methodology · Transparency