CEWE: Customer service & complaints (Customer service)
Reviewers report mixed experiences with CEWE’s customer service, with a clear majority expressing dissatisfaction. Of the 85 mentions, 60 are positive and 22 are negative, indicating that while many customers find the service helpful or responsive, a significant minority describe it as unprofessional, slow, or ineffective. The overall trend shows persistent complaints about unresolved issues, poor communication, and lack of follow-through, despite some praise for quick initial responses. Negative feedback often centers on repeated problems, such as incorrect deliveries, unhelpful support staff, and delayed or missing replies, while positive mentions highlight timely replies and successful resolution in specific cases. The absence of monthly history data prevents tracking changes over time, but the recurring nature of complaints suggests ongoing challenges in service consistency.
What customers praise
Customers frequently praise CEWE’s quick response times, especially via email or phone. Several reviewers note that replies come promptly, even if the issue isn’t resolved. One user appreciated the fast turnaround after contacting support about a calendar order. Others mention that the initial contact is usually smooth and courteous, which helps ease frustration during a problem.
What customers said:
- „I expected phone support.“
„I expected phone support.“
Original„Ich hätte telefonischen Support erwartet.“
- „The customer service representative on the phone was very, very unfriendly and rude and…“
„The customer service representative on the phone was very, very unfriendly and rude and didn't help me further“
Original„Der Herr am Telefon vom Kundendienst war sehr sehr unfreundlich und frech und hat mir nicht weiter geholfen“
- „Customer service responds quickly but has kept me hanging for months.“
„Customer service responds quickly but has kept me hanging for months.“
Original„Der Kundenservice reagiert rasch, hält mich aber seit Monaten faktisch nur hin.“
Common complaints
Common complaints include unprofessional or unhelpful staff, especially during phone calls. Many reviewers report speaking with agents who lack technical knowledge or basic language skills. Some describe being passed between departments or receiving generic, repetitive replies. A recurring issue is the failure to resolve problems despite multiple attempts, with customers left waiting for answers or refunds. Several mention that support only acts after pressure or escalation.
What customers said:
- „Your service simply did not work.“
„Your service simply did not work.“
Original„Ihr Service hat einfach nicht funktioniert.“
- „The 'service' uses a French email address and a French phone number to contact you.“
„The 'service' uses a French email address and a French phone number to contact you.“
Original„Der „Service“ dafür meldet sich mit einer französischen Mailadresse und einer französischen Telefonnummer.“
- „This (nice) gentleman had absolutely no knowledge of anything and unfortunately too…“
„This (nice) gentleman had absolutely no knowledge of anything and unfortunately too little good German skills.“
Original„Dieser (nette) Herr hatte absolut keine Ahnung von gar nichts, und leider zu wenig gute Deutschkenntnisse.“
How it has changed over time
There is no available monthly history data, so it is not possible to assess how customer service performance has changed over time. However, the repeated nature of complaints, such as delayed deliveries, incorrect orders, and unresponsive support, suggests that core issues have persisted. Some users note that recent app updates have worsened problems, like losing access to Google Photos, which indicates that changes in the digital experience may have impacted service quality.
What customers said:
- „I had been using this application for years to create my photo books; and I loved it!!“
„I had been using this application for years to create my photo books; and I loved it!!“
Original„J’utilisais depuis des années cette application pour créer mes livres photos ; et je l’adorais !!“
Practical takeaways
For customers facing issues, it’s best to document everything, save emails, take screenshots, and keep order numbers. If phone support is unhelpful, try emailing with clear details and follow up if no reply comes within a few days. Avoid relying solely on the app for support, as some users report technical barriers. When possible, use the website instead of the app for better access to account features and support tools.
What customers said:
- „All images and evidence photos were sent via email to customer service.“
„All images and evidence photos were sent via email to customer service.“
Original„Alle Bilder und Beweisfotos wurden per Mail an den Kundenservice gesendet.“
- „Finally, called and let off some steam with CEWE employee Mr. Sofia.“
„Finally, called and let off some steam with CEWE employee Mr. Sofia.“
Original„Schlussentlich Telefoniert, und Dampf beim CEWE Mitarbeiter Hr. Sofia abgelassen.“
- „I have not received any response to my email yet.“
„I have not received any response to my email yet.“
Original„Ich habe noch immer keine Antwort auf mein Mail.“
Customer voices
Short excerpts - full reviews are available at the original source.
„Unprofessional service; everything unpredictable and timing doesn't make sense at all!“
„Customer service is careless and unprofessional.“
„Even the support always writes back the same thing.“
„While the response comes quickly, unfortunately, problems are not solved.“
„Reliable service“
„Days pass until first contact!“
„Called customer service to expedite an order.“
„Thankful for the expedited service.“