How is the customer service of Audible?
Customers have mixed and largely negative experiences with Audible’s customer service, with 792 negative mentions compared to just 187 positive ones out of 1081 total references. Reviewers consistently report frustration with support responsiveness, especially when dealing with payment issues, account access, and subscription cancellations. Many describe long wait times, unhelpful automated responses, and a lack of resolution even after multiple attempts. The tone of complaints has remained consistently critical over time, with average ratings hovering around 2.3 stars from 2025 through mid-2026, dipping to 1.98 in April 2026 before a slight recovery to 2.52 in July. While a small number of users praise the service for resolving specific issues or providing helpful guidance, these positive experiences are far outweighed by widespread dissatisfaction. The overall trend shows little improvement, with recurring themes of poor communication, inaccessible support channels, and unresolved billing problems.
What customers praise
Customers frequently praise Audible’s core service for enabling access to audiobooks in ways that fit into daily life. Many highlight the convenience of listening while driving, doing chores, or working, which allows them to enjoy books without needing to read. Users appreciate the high-quality narration, especially when narrators bring emotional depth and clarity to the material. Several reviewers note that Audible has helped them rediscover reading, particularly those with visual impairments or learning challenges. The ability to multitask while listening is a recurring positive point, 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
Common complaints center on difficulty accessing support and resolving account issues. Many users report being unable to cancel subscriptions or get refunds, with some stating their accounts were reactivated without their consent. Payment problems are frequently cited, including unauthorized charges and errors that support agents cannot resolve. Users also describe long hold times, repetitive verification steps, and unhelpful chat agents who offer no real solutions. A recurring frustration is the lack of clear communication and follow-up, with some saying they were 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 has shown little improvement over time, with ratings fluctuating between 1.98 and 2.52 stars from 2025 to 2026. The lowest rating of 1.83 in September 2025 and a dip to 1.98 in April 2026 suggest ongoing issues, particularly with payment and account access. Despite a slight uptick in July and August 2026, the overall trend remains negative. The volume of complaints has increased steadily, with the highest number of mentions in August 2026, indicating growing user frustration. Support channels appear unchanged, with limited options beyond phone and live chat, and no visible improvements in response quality or resolution rates.
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
For users facing issues, the best approach is to document all interactions and keep records of transactions and support attempts. If possible, try contacting support during off-peak hours to reduce wait times. Avoid relying solely on chat, calling may yield faster results, though it requires patience. Users should also review their subscription terms carefully to understand how credits and cancellations work. If problems persist, consider reaching out through Amazon’s broader support system, as Audible is part of Amazon’s ecosystem. Ultimately, while the service offers strong content, the customer service experience remains a major pain point that can undermine the 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 2026. Retrieved 18 August 2026 from https://citatio.ai/audible-reviews/customer-service/
Data verifiable via our public audit log: Methodology · Transparency