How is the customer service of CEWE?
Reviewers report that CEWE’s customer service has seen a strong upward trend in satisfaction over the past year, with overall sentiment shifting from mixed to highly positive. Of the 1293 mentions, 1010 are positive and 246 are negative, indicating a clear majority of favorable experiences. The average rating climbed steadily from 3.38 stars in September 2025 to a peak of 5.0 stars in August 2026, suggesting significant improvements in responsiveness and issue resolution. While early feedback highlighted delays, unhelpful support, and technical frustrations, recent reviews increasingly praise quick responses, effective problem-solving, and friendly staff. The shift reflects a growing confidence in CEWE’s ability to handle customer concerns efficiently, especially when issues involve product quality or delivery failures.
What customers praise
Many reviewers highlight the helpfulness and professionalism of CEWE’s customer service, especially when dealing with product defects or order issues. Customers frequently mention that problems like damaged packages, incorrectly printed books, or faulty photos were resolved quickly and without hassle. Several note that replacements were sent promptly and that staff were courteous and solution-oriented. The ability to cancel orders shortly after placement was also praised as a sign of flexibility and customer care.
What customers said:
- „Even a cancellation just minutes after ordering was made possible by phone support.“
„Even a cancellation just minutes after ordering was made possible by phone support.“
Original„Selbst ein Storno wenige Minuten nach Bestellung wurde durch den tel. Support ermöglicht.“
- „When I complained about a photo book (pages weren't glued properly), the response was…“
„When I complained about a photo book (pages weren't glued properly), the response was immediate and friendly,“
Original„Bei der Reklamation eines Fotobuchs (Seiten waren nicht richtig fest verklebt) wurde umgehend und freundlich reagiert“
- „What I found particularly great was that whenever help was needed, there was always…“
„What I found particularly great was that whenever help was needed, there was always competent and friendly customer service available.“
Original„Was ich besonders toll fand, wenn man Hilfe benötigte was stets ein kompetenter und freundlicher Kundendienst Service zur Stelle.“
Common complaints
Some customers report frustration with slow or unresponsive support, particularly when issues were not resolved within a reasonable time. A few mention being passed between departments or receiving generic replies with no real follow-up. Others complain about the lack of multilingual support, with one reviewer criticizing the service as being available only in German. Technical issues with the app, such as crashes and difficulty navigating the interface, also contributed to negative experiences, especially when support failed to address them.
What customers said:
- „The employee informed us that the pass photo printing has not been working for a while.“
„The employee informed us that the pass photo printing has not been working for a while.“
Original„Die Mitarbeiterin teilte mit, dass der Ausdruck von Passfotos schon länger nicht funktioniere.“
- „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.“
- „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 feedback has improved significantly since late 2025, with ratings rising from 3.38 stars in September to 5.0 stars in August 2026. Early complaints focused on delivery delays, unhelpful responses, and technical problems, but later reviews show a shift toward praise for timely resolutions and proactive support. The increase in five-star ratings, especially from January 2026 onward, suggests that CEWE has made meaningful changes to its service processes, possibly through better training or improved internal coordination.
What customers said:
- „I called customer service three times.“
„I called customer service three times.“
Original„Ich habe dreimal beim Kundenservice angerufen.“
- „The help with the space bar.“
„The help with the space bar.“
Original„Die Hilfe mit der Leertaste.“
- „the system is customer-unfriendly“
„the system is customer-unfriendly“
Original„das System Kundenunfreundlich“
Practical takeaways
When facing an issue, customers are advised to reach out early, as many positive reviews cite quick resolution after contacting support. While some users report language limitations, the overall trend shows that CEWE’s team is capable of handling complex problems with care. For best results, users should keep order details handy and consider using the phone line if the app is unresponsive. The consistent praise for replacements and cancellations suggests that CEWE is willing to go the extra mile when things go wrong.
What customers said:
- „resolved the matter quickly and in a customer-friendly way“
„resolved the matter quickly and in a customer-friendly way“
Original„hat die Angelegenheit schnell und kundenfreundlich gelöst“
- „Great and quick response to my complaint.“
„Great and quick response to my complaint.“
Original„Tolle und schnelle Reaktion auf meine Beanstandung.“
- „I would especially like to highlight the customer service.“
„I would especially like to highlight the customer service.“
Original„Besonders den Kundenservice möchte ich hervorheben.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-09 | 3.38 | 21 |
| 2025-10 | 4.05 | 21 |
| 2025-11 | 4.22 | 40 |
| 2025-12 | 4.60 | 201 |
| 2026-01 | 4.70 | 99 |
| 2026-02 | 4.68 | 87 |
| 2026-03 | 4.79 | 104 |
| 2026-04 | 4.82 | 101 |
| 2026-05 | 4.83 | 93 |
| 2026-06 | 4.62 | 92 |
| 2026-07 | 4.79 | 96 |
| 2026-08 | 5.00 | 12 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-09 | 57% | 5% | 38% | 21 |
| 2025-10 | 67% | 5% | 29% | 21 |
| 2025-11 | 78% | 8% | 15% | 40 |
| 2025-12 | 87% | 1% | 12% | 201 |
| 2026-01 | 90% | 2% | 8% | 99 |
| 2026-02 | 86% | 1% | 13% | 87 |
| 2026-03 | 93% | 1% | 6% | 104 |
| 2026-04 | 96% | 0% | 4% | 101 |
| 2026-05 | 96% | 1% | 3% | 93 |
| 2026-06 | 89% | 2% | 9% | 92 |
| 2026-07 | 94% | 1% | 5% | 96 |
| 2026-08 | 100% | 0% | 0% | 12 |
Sub-topics
- Customer service & complaints - 85 mentions
Customer voices
Short excerpts - full reviews are available at the original source.
„However, CEWE was very accommodating and straightforward, canceling my order without any issues.“
„I was really pleased with how generously the problem was resolved.“
„The work was completed quickly and correctly.“
„The fast processing“
„I was told over the phone that CEWE has a 100% satisfaction guarantee.“
„However, it was processed immediately and a new one was sent to me.“
„Very fast processing“
„Fast processing“
What Reddit users discuss
Below are extracts from Reddit which discuss customer service in more detail - each linked to the original thread.
„und solchen Ärger noch nie gehabt“
Cite this page
Citatio (2026). CEWE Customer service: customer reviews 2026. Retrieved 18 August 2026 from https://citatio.ai/cewe-reviews/customer-service/
Data verifiable via our public audit log: Methodology · Transparency