CEWE: Customer service experiences
Reviewers report mixed experiences with CEWE’s customer service, with a near-even split between positive and negative mentions, 230 positive versus 213 negative across 466 total references. Overall, sentiment has shown a fluctuating but generally improving trend since mid-2025, peaking at 4.43★ in July 2026 after a dip to 2★ in May 2026. Many negative reviews cite persistent issues with order fulfillment, communication delays, and unhelpful support responses, particularly around defective or delayed deliveries and incorrect billing. However, a significant number of customers praise the responsiveness and professionalism of CEWE’s support team when issues are resolved, especially in cases involving damaged goods or urgent order expediting. The positive feedback often highlights quick resolution, friendly staff, and effective follow-up, suggesting that while systemic problems remain, individual interactions can be highly satisfactory.
What customers praise
Customers frequently praise CEWE’s customer service when support is responsive and solutions are delivered promptly. Several reviewers highlight successful expedited orders, with one noting that staff made efforts to ensure timely delivery. Others commend the helpfulness and professionalism of phone support, describing it as competent and efficient. Positive feedback also includes appreciation for free replacements and hassle-free returns, especially when products arrived damaged. These experiences suggest that when service works well, it meets or exceeds expectations.
What customers said:
- „Competent telephone counseling“
„Competent telephone counseling“
Original„Kompetente telefonische Beratung“
- „Customer service was very accommodating and friendly“
„Customer service was very accommodating and friendly“
Original„Der Kundendienst war sehr zuvorkommend und freundlich“
- „Compliment passed on to the staff.“
„Compliment passed on to the staff.“
Original„Bitte Kompliment an Mitarbeiter weitergegeben.“
Common complaints
Common complaints center on unresponsive communication, repeated errors in billing, and difficulty reaching support. Multiple reviewers report receiving incorrect or duplicate invoices, along with unwarranted payment reminders. Some say they waited days for a first response, while others describe being passed between agents without resolution. A recurring issue involves the app’s poor usability, including inability to upload files via attachment and unclear navigation. These frustrations often compound when delivery problems occur, leading to prolonged stress and financial uncertainty.
What customers said:
- „The municipality did not approve your approved passport photo.“
„The municipality did not approve your approved passport photo.“
Original„De door jullie goedgekeurde pasfoto werd niet goed bevonden door gemeente.“
- „I had to write about 20 emails, received definitely 6 wrong invoices and still 2…“
„I had to write about 20 emails, received definitely 6 wrong invoices and still 2 unjustified reminders for false invoices.“
Original„Ich musste etwa 20 Emails schreiben, bekam sicher 6 falsche Rechnungen und noch 2 unberechtigte Mahnungen zu falschen Rechnungen.“
- „The most unintuitive and slow application.“
„The most unintuitive and slow application.“
Original„Najbardziej nieintuicyjna, powolna aplikacja.“
How it has changed over time
Customer service sentiment has shifted over time, with a noticeable improvement from early 2026. After a low point of 2★ in May 2026, ratings climbed steadily, reaching 4.43★ in July 2026. This suggests a possible turnaround in service quality or response handling during that period. However, the spike in negative feedback in May and June 2026, linked to delivery failures and billing errors, indicates recurring systemic issues. The fluctuating ratings reflect inconsistent performance, with some months showing strong satisfaction and others marked by widespread dissatisfaction.
What customers said:
- „Every time a different name and another reminder.“
„Every time a different name and another reminder.“
Original„Jedes Mal ein anderer Name und dann nochmals eine Mahnung.“
- „Terrible product, still no feedback despite awful quality!!“
„Terrible product, still no feedback despite awful quality!!“
Original„Miserabel, noch immer kein feedbaxk trotz lausigem produkt!!“
- „Unprofessional service; everything unpredictable and timing doesn't make sense at all!“
„Unprofessional service; everything unpredictable and timing doesn't make sense at all!“
Original„Unprofessional service everything unpredictable and timing does not make sense at all!“
Practical takeaways
For customers seeking reliable support, it’s advisable to contact CEWE by phone when possible, as phone interactions are more consistently rated positively than email or app-based channels. If issues arise with orders, especially damaged or delayed items, prompt follow-up is key, many positive reviews involve quick resolution after reaching out. Avoid relying solely on the app for uploads or file management, as usability problems are frequently reported. When possible, keep records of all communications and order details to help resolve disputes faster.
What customers said:
- „Split into several applications, it is such a mess 🫣“
„Split into several applications, it is such a mess 🫣“
Original„Podzielona na kilka aplikacji cewe to cewe tamto 🫣“
- „All empty promises.“
„All empty promises.“
Original„Alles leere Worte.“
- „Called customer service to expedite an order.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-08 | 3.40 | 5 |
| 2025-09 | 3.12 | 17 |
| 2025-10 | 3.45 | 11 |
| 2025-11 | 3.75 | 20 |
| 2025-12 | 3.88 | 41 |
| 2026-01 | 3.92 | 12 |
| 2026-02 | 2.63 | 8 |
| 2026-03 | 3.50 | 8 |
| 2026-04 | 4.00 | 8 |
| 2026-05 | 2.00 | 4 |
| 2026-06 | 2.63 | 8 |
| 2026-07 | 4.43 | 7 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-08 | 40% | 20% | 40% | 5 |
| 2025-09 | 47% | 6% | 47% | 17 |
| 2025-10 | 64% | 0% | 36% | 11 |
| 2025-11 | 70% | 5% | 25% | 20 |
| 2025-12 | 63% | 0% | 37% | 41 |
| 2026-01 | 67% | 0% | 33% | 12 |
| 2026-02 | 25% | 0% | 75% | 8 |
| 2026-03 | 63% | 0% | 38% | 8 |
| 2026-04 | 75% | 0% | 25% | 8 |
| 2026-05 | 25% | 0% | 75% | 4 |
| 2026-06 | 38% | 0% | 63% | 8 |
| 2026-07 | 86% | 0% | 14% | 7 |
Sub-topics
- Customer service & complaints - 85 mentions
Customer voices
Short excerpts - full reviews are available at the original source.
„The employee informed us that the pass photo printing has not been working for a while.“
„I wanted to call but that didn't work either.“
„No instructions concerning.“
„Faster service“
„Super service and handling of customers!“
„Very good service.“
„The telephone support worked excellently and allowed me to handle my 'projects' without major issues afterwards.“
„None of them seem to be able to solve the problem; they answer in the east when I describe it from the west!“