How is the customer service of Storytel?
Reviewers report that Storytel’s customer service is a major pain point for many users, with a strong negative sentiment dominating feedback. Out of 588 mentions, only 124 are positive, while 386 are negative, indicating a significant imbalance. The overall trend shows persistent dissatisfaction, though there are brief improvements in recent months, most especially in February and April 2026, when ratings rose to 3.52 and 3.57 stars, respectively. These spikes suggest temporary improvements, possibly due to specific fixes or outreach, but the long-term pattern remains poor. Many users describe support as unresponsive, automated, or non-existent, especially when dealing with technical issues, account problems, or content access. Despite some praise for refund handling and service quality, the majority of complaints center on lack of human interaction, slow response times, and unresolved issues.
What customers praise
Customers praise Storytel’s support when refunds are processed quickly and accurately. Several users highlight that they received full refunds after billing errors, describing the experience as 'best support ever' and 'amazing.' These positive cases often involve clear communication and prompt resolution, which stand out in an otherwise negative landscape. The few high-rated reviews that mention support tend to focus on these specific, successful interactions.
What customers said:
- „they refunded me the full money best support ever experienced“
- „Fantastic service“
Common complaints
Common complaints center on unresponsive or automated support. Users report being stuck with chatbots that fail to resolve issues, especially around account access, login problems, and content availability. Many mention that reported bugs, like missing books, cropped screens, or removed language options, go unanswered. The lack of human contact and follow-up is a recurring frustration, with some users stating they’ve tried multiple times without success.
What customers said:
- „the Arabic language support was suddenly removed“
- „Please escalate this to your engineering team immediately to fix these onboarding blocks“
How it has changed over time
Customer service performance has shown minor fluctuations over time but remains largely poor. Ratings dropped to 2.14 stars in October 2025 and stayed below 3.0 for most of 2026, except for brief spikes in February and April. These improvements may reflect temporary fixes or targeted support efforts, but they do not indicate a sustained turnaround. The overall pattern suggests that while some issues are addressed occasionally, systemic problems in responsiveness and follow-up persist.
What customers said:
- „the Arabic language support was suddenly removed“
Practical takeaways
For users facing issues, the best approach is to document problems clearly and try multiple contact methods, including email and in-app support. If a refund is needed, users report success when they escalate the issue or provide proof of payment. However, relying on automated systems is not effective for complex problems. Users should also consider switching to alternative platforms if support remains unresponsive, especially when content access or account issues are involved.
What customers said:
- „Employee behavior is supportive“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-09 | 2.29 | 21 |
| 2025-10 | 2.14 | 29 |
| 2025-11 | 2.88 | 25 |
| 2025-12 | 2.00 | 24 |
| 2026-01 | 2.31 | 16 |
| 2026-02 | 3.52 | 23 |
| 2026-03 | 2.35 | 20 |
| 2026-04 | 3.57 | 28 |
| 2026-05 | 3.00 | 38 |
| 2026-06 | 2.69 | 35 |
| 2026-07 | 3.16 | 31 |
| 2026-08 | 2.87 | 15 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-09 | 10% | 0% | 90% | 21 |
| 2025-10 | 14% | 7% | 79% | 29 |
| 2025-11 | 24% | 12% | 64% | 25 |
| 2025-12 | 8% | 13% | 79% | 24 |
| 2026-01 | 19% | 19% | 63% | 16 |
| 2026-02 | 43% | 17% | 39% | 23 |
| 2026-03 | 5% | 25% | 70% | 20 |
| 2026-04 | 36% | 14% | 50% | 28 |
| 2026-05 | 29% | 16% | 55% | 38 |
| 2026-06 | 23% | 9% | 69% | 35 |
| 2026-07 | 29% | 13% | 58% | 31 |
| 2026-08 | 13% | 20% | 67% | 15 |
Customer voices
Short excerpts - full reviews are available at the original source.
„this is my last one to complete please help me“
„wont let me view the app in English“
„doesn’t even allow to use the service via website“
„customer support is a chat bot“
„Get real customer support!“
„I don’t want them showing on my normal account“
„this one want their paying customers to help them develop their app“
„the timer is broken, when restarting the app starts a few chapters before where you left off“
Cite this page
Citatio (2026). Storytel Customer service: customer reviews 2026. Retrieved 19 August 2026 from https://citatio.ai/storytel-reviews/customer-service/
Data verifiable via our public audit log: Methodology · Transparency