AudibleReviews 581

I likewise, have enjoyed listening to Audible since 2009; however, I have had recent problems serious enough to cause me to write a reply expressing my dissatisfaction. This problem began when Amazon acquired Audible. Having had account with both, problems arose regarding which to use. Audible offered to merge them together and I have had problems ever since. More recently (about 2 weeks ago) there must have been some programming change that has cause my partially merged account to cease working altogether!
- I can no longer log onto the mobile app. The app seems to get stuck on loading the home page and leaves a black screen with a spinning dial
- My internet access is marginally better. I can log on, but cannot listen to or buy new books
- My account shows 0 credits when I have 12 and at the same time gives me a warning that I am about to lose my 12 credits (those that it doesn't show I have) if I don't place an order, yet will not allow me to place an order
- I have contacted customer service more than a week ago and called almost daily to get updates or resolution without success
- I have been asked about 50 times if I am using my email address and if I have tried changing my password, which I have done about as many times
- I have uninstalled and re-installed the application multiple times, cleared the cache multiple times and called without resolution
- I understand the ticket was to have been escalated, yet I receive no updates or resolution. Multiple times CS reps promise to return calls or email and fail to do so. When they do, they have no significant update.
- I have spent at least 1-2 hours a day in trying to gain resolution, which seems to be more time that Audible is spending.
- I would think in worst case, they could deleted my account, give me a new one that works and reload my library, credits and history, but it has not been done. I did get an offer to merge my accounts which was done in 2016.
- no less than 4 reps (3 of which claim to be escalation specialists) claim they will take personal control for resolution and have failed to do so.
- I lose about 2-5 listening hours a day and pay the premium subscription for the pleasure of doing so.
- To make things worse, I was recently offered 2 whole credits to help make up for my trouble. Two credits which I cannot use because I cannot purchase, nor listen and which will shortly expire because I have not purchased. Imagine my frustration

At this point I am on a journey to tell every user to not make changes to or upgrade your account. Above all, do not let them merge accounts at risk of the same problems. Do not rock the boat and you might get to continue listening without problems.

Still unresolved,
Brent Rasmussen

My wife signed up to try out this service and after one month we decided to cancel the service. We called and cancelled our service. We pay our credit card monthly and low and below every month Audible has charged me $14.95 after I was assured by their representative that I had cancelled the service. Long story short is myself and my wife has called repeatedly (15+ times) to cancel the service and have Audible stop charging my credit card and requested a refund. NOTHING has changed. Audible continues to charge my credit card (15 months continuously), continues to assure me (every time I call) that the service has been cancelled, and continues to NOT give me my money back. STAY FAR AWAY FROM THIS COMPANY... THEY WILL LIE TO YOU AND STEAL YOUR MONEY!

They had an instagram ad offering a free audiobook. I clicked in, got the app, tried to get the book, and found that they are actually offering a trial where you put in your credit card info and if you don't cancel in under a month you start paying $180/year in monthly payments. Also you don't even get an audiobook unless you choose one so that's the EXACT OPPOSITE of a free book. It's No book, for much $. I told them as much and they SIGNED ME UP FOR THEIR SERVICE! Basically added me as a paying customer when I called them out on false advertising and shady marketing. SO WRONG.

I have been an audible member for several years. I love them. Great selection. Great customer service. You can return books you dont like. They have freebies. They overcompensate when they think they did something wrong, for instance they recently gave me three credits for a mistake of missing 1. The Android app is far better than the iphone but both are pretty good. I like how it saves my progress. I just love this company. I remember the days of buying books on cd at Barnes and Nobles for $50 each. So glad I can get them for only ~$14 on audible. Not sure how they swing that but I am so glad they do. Thanks, audible!

Literally the worst online service experience I've ever had. I set up a trial Audible account, but when I tried to cancel it via their website it didn't work. So I emailed them and was told it was cancelled. It wasn't. They then proceeded to bill me for several months. Eventually their US team managed to cancel my account (for some reason my account details were stored with Audible US, despite me setting up the account in the UK). But the refund they sent didn't include the transaction fees I've been charged by my bank and it didn't factor in exchange rates. So I'm still out of pocket, despite the refund.

Received a 3 month memb as a gift. The code they emailed didn't work and when I called they could not find the gift using the code they emailed. 30 minutes later they found the account and I cancelled it. They said they needed my credit card which I informed them I did not want anything else billed, just the 3 months that was prepaid. They said they wouldn't bill me but needed it anyway. I doubt their system could even manage that complexity and cancelled it forcing them to refund the gift giver. For a dot com company, pretty poor system capabilities.

In purchasing a product on Audible, the cost increased +$5 when progressing from the first to the second screen. Contacting Audible to complete the purchase at the correct price through a rep was unsuccessful. The rep was "unable" to follow the steps searching the item on Amazon, finding it, and progressing to the cart. When I guided him through the complex process, he then declared it a system glitch. My expectation would be the rep has the authority to correct the price when it is demonstrably incorrect. No--didn't have the authority. Submitted an "escalation" ticket. Beginning to sound ominous. Days later the email arrives with a plethora of questions to answer and a request to construct a narrative of the event. Just give you rep the authority to correct the price. This "glitch" looks like bait and switch and smells like a 20% revenue bump strategy. Remember Wells Fargo, "eight is great..." What is the definition of an American: something with a pocket, the contents of which really belong in John Stumpf or Timmy Sloan's pocket.

My son bought be a 3 month membership for Audible and I'm on my second month. I can't believe how bad the experience is. The app won't automatically remember where I left off when I last listened and if I'm not near a wifi when I start listening to my downloaded book then it won't let me listen. To download the second book I've had to chat with three customer service reps. Now reading these reviews I'm going to be charged on my Amazon account when I cancel my membership.

I received a gift card as a gift and was still charged my monthly fee. I let it slid cause "oh it was after my bill date my bad." Wrong. They charged me again. This time I called. They told me that the gift card was only for new members. If I wanted to redeem my gift card I would have to cancel my account and then resign up. I tried to explain how crazy this sounds and I was spoken to like an idiot for not understanding why I would have to cancel an account in order to redeem the gift. They will probably still charge me for next month.