CEWE: Communication experiences
Customers have expressed strong concerns about CEWE’s communication, with 53 negative mentions compared to only 4 positive ones, indicating a significant imbalance in user sentiment. Reviewers consistently report frustration with unclear or missing information, especially around app functionality, cross-device compatibility, and order updates. The overall trend shows a pattern of declining satisfaction, particularly in 2026, with multiple 1-star reviews citing poor communication and lack of transparency. While a few users note timely order updates or smooth initial experiences, these positive instances are overshadowed by recurring complaints about misleading app descriptions, unhelpful support responses, and inconsistent communication across platforms. The few improvements seen in late 2025 and early 2026 appear to be isolated and not reflective of broader progress.
What customers praise
A small number of users appreciate CEWE’s fast order processing and clear communication during the ordering phase. One reviewer highlighted that they were always well-informed throughout the process, and another praised the quick turnaround and smooth handling of their order. These positive experiences, though rare, suggest that CEWE can deliver reliable communication when systems function as intended.
What customers said:
- „Can import pictures directly from my phone“
„Can import pictures directly from my phone“
Original„Bilder direkt vom Handy importieren“
Common complaints
Customers frequently report that CEWE’s communication is unclear or misleading, especially regarding app functionality and cross-device use. Many note that features advertised as available on mobile are missing or inaccessible, and that the app does not properly sync with the website. Users also complain about unhelpful or delayed responses to inquiries, particularly for order changes or follow-ups. The lack of consistent information across platforms leads to confusion and frustration.
What customers said:
- „It lacks a usable step-by-step instruction manual..“
„It lacks a usable step-by-step instruction manual..“
Original„Es hat keine gebrauchsfähige Anweisung Step by Step..“
- „The warning that the app isn't allowed for this appears only after you've downloaded it.“
„The warning that the app isn't allowed for this appears only after you've downloaded it.“
Original„Der Hinweis, dass die App dafür nicht zugelassen ist, erscheint erst nachdem man diese heruntergeladen hat.“
- „It should be standard by now that all features can also be used on a mobile device.“
„It should be standard by now that all features can also be used on a mobile device.“
Original„es sollte heutzutage selbstverständlich sein, dass man alle Features auch am Handy bedienen kann.“
How it has changed over time
Communication issues have remained persistent, with no clear improvement over time. The number of negative reviews has increased in 2026, particularly in April and May, when multiple 1-star ratings cited poor support and misleading app features. While a few higher-rated reviews appeared in late 2025 and early 2026, they were isolated and did not reflect a broader trend. The pattern suggests that communication problems have not been resolved and may have worsened in certain areas, such as app integration and customer service responsiveness.
What customers said:
- „My wife is French and cannot use the German app because it's in the French App Store.“
„My wife is French and cannot use the German app because it's in the French App Store.“
Original„Meine Frau ist französin und kann die deutsche App nicht nutzen, da sie im französischem App Store ist.“
- „I find it regrettable that there are fewer editing options on the app compared to the…“
„I find it regrettable that there are fewer editing options on the app compared to the website.“
Original„Je trouve dommage que sur l’application il n’y est pas autant de possibilités de montage“
- „only in June does it seem that an image has shifted downwards“
„only in June does it seem that an image has shifted downwards“
Original„nur im Juni scheint ein Bild nach unten gerutscht zu sein“
Practical takeaways
When using CEWE, users should avoid relying on the app for full functionality, especially for complex projects, as it often lacks features available on the website. It’s advisable to complete design work on a desktop browser and only use the app for simple tasks. Customers should also expect delays in responses to inquiries and plan for potential delivery delays. For international users, the app’s language and region settings may cause issues, so checking compatibility beforehand is essential.
What customers said:
- „Then she can open the French app via the website and change the country to Germany, but…“
„Then she can open the French app via the website and change the country to Germany, but when selecting the partner (in this case dm), only French providers appear.“
Original„Sie kann dann über die Webseite die fr. App öffnen und das Land ändert sich auf Deutschland, aber bei der Auswahl des Parners (in dem Fall dm) kommen nur französische Anbieter.“
- „we cannot access the clipart and all the features available on the site.“
„we cannot access the clipart and all the features available on the site.“
Original„qu’on n’ai pas accès au clipart et toute les options qui sont utilisable sur le site“
- „I created a project on the laptop with the 'Best of the year 2025' design template, but…“
„I created a project on the laptop with the 'Best of the year 2025' design template, but cannot see it on the iPad.“
Original„Ich habe am Notebook ein Projekt mit der Designvorlage „Best of the year 2025“ angelegt und bekomme dieses am iPad nicht angezeigt.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2024-12 | 2.00 | 4 |
| 2025-04 | 1.00 | 1 |
| 2025-05 | 1.00 | 1 |
| 2025-08 | 4.00 | 1 |
| 2025-09 | 2.50 | 2 |
| 2025-10 | 4.00 | 1 |
| 2025-11 | 3.00 | 1 |
| 2025-12 | 2.80 | 5 |
| 2026-01 | 3.00 | 2 |
| 2026-04 | 1.00 | 1 |
| 2026-05 | 1.50 | 2 |
| 2026-07 | 3.50 | 2 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2024-12 | 0% | 0% | 100% | 4 |
| 2025-04 | 0% | 0% | 100% | 1 |
| 2025-05 | 0% | 0% | 100% | 1 |
| 2025-08 | 0% | 0% | 100% | 1 |
| 2025-09 | 0% | 0% | 100% | 2 |
| 2025-10 | 0% | 100% | 0% | 1 |
| 2025-11 | 0% | 0% | 100% | 1 |
| 2025-12 | 20% | 0% | 80% | 5 |
| 2026-01 | 50% | 50% | 0% | 2 |
| 2026-04 | 0% | 0% | 100% | 1 |
| 2026-05 | 0% | 0% | 100% | 2 |
| 2026-07 | 50% | 0% | 50% | 2 |
Customer voices
Short excerpts - full reviews are available at the original source.
„Was always well informed!“
„Responses to emails - you have to wait!“
„I've been receiving CEWE promotional emails since my order, which is annoying.“
„The online portal communicates very inadequately with the design tools offered online and also with the app.“
„Respond to backorders upon request!“
„Clicked a link on the CEWE (English) site that looked helpful - only to find it’s a video in German.“
„There's no fill-in assistance when registering from the app for address, password etc., which is cumbersome“
„Making a promotion about being able to start on one device and continue on another when in fact you can't is pointless.“