How is the customer service of Pixum?
Pixum's customer service has 687 positive mentions out of 861 total references, showing strong overall satisfaction. Reviewers consistently praise responsiveness, friendliness, and problem resolution, especially for order and product quality issues. Negative feedback focuses on communication failures, delayed responses, and unresolved complaints, including cases where users lost projects or received no reply. Ratings improved steadily over time, reaching a peak of 4.72★ in June 2026. A sharp drop to 3.6★ occurred in August 2026, likely due to systemic issues or a rise in unresolved cases. Despite the decline, most reviewers still describe the support team as helpful and efficient when they respond.
What customers praise
Pixum’s customer service is praised for being fast, friendly, and solution-oriented. Support staff often go above and beyond, such as sending replacements after delivery damage or correcting order errors. The tone is consistently warm and professional. Agents like Michaela receive personal commendations for their helpfulness. These interactions help restore trust after technical or shipping issues.
What customers said:
- „Michaela was extremely friendly and customer-oriented!“
„Michaela was extremely friendly and customer-oriented!“
Original„Michaela war äußerst freundlich und serviceorientiert!“
- „Super service (there was unfortunately some damage in transit this time - and a…“
„Super service (there was unfortunately some damage in transit this time - and a replacement was delivered immediately)“
Original„Super Service (es gab diesmal leider einen Transportschaden - und es wurde umgehend Ersatz geliefert)“
- „10/10 points for availability, friendliness, solution-oriented approach, speed and…“
„10/10 points for availability, friendliness, solution-oriented approach, speed and elegance“
Original„10/10 Punkten für Erreichbarkeit, Freundlichkeit, Lösungsorientierung, Schnelligkeit und Kulanz.“
Common complaints
Common complaints include poor communication and lack of follow-up. Support often responds only after multiple attempts or not at all, even after payment. Users report losing work due to technical errors with no recovery option and no customer service response. Orders are frequently not delivered, and updates are not provided despite repeated contact. These issues lead to frustration and a loss of trust in the brand.
What customers said:
- „I contacted Pixum and the transportation company OnTime, but NOBODY has responded to me.“
„I contacted Pixum and the transportation company OnTime, but NOBODY has responded to me.“
Original„He contactado con Pixum y con la empresa de transporte OnTime y NADIE me ha respondido.“
- „No feedback so far.“
„No feedback so far.“
Original„Bis jetzt ohne Rückmeldung.“
- „Two phone calls with helpless answers.“
„Two phone calls with helpless answers.“
Original„Zwei Telefonanrufe mit hilflosen Antworten.“
How it has changed over time
Customer service performance rose from late 2025 to mid-2026, peaking at 4.72★ in June 2026. This improvement matched consistent positive feedback on responsiveness and resolution quality. Performance dropped sharply to 3.6★ in August 2026. The decline may have resulted from higher volume, system failures, or reduced staffing. The low rating in August, despite a small sample size, indicates a serious breakdown in service delivery that likely damaged user trust.
What customers said:
- „The gift card policy is pure customer exploitation.“
„The gift card policy is pure customer exploitation.“
Original„Die Gutschein-Politik ist die reinste Kundenverarsche.“
- „Super Service even on Sunday!“
„Super Service even on Sunday!“
Original„Super Service sogar am Sonntag!“
- „Be careful, projects may be lost after delegation.“
„Be careful, projects may be lost after delegation.“
Original„Achtung hier gehen nach der Beauftragung Projekte verloren.“
Practical takeaways
Pixum’s customer service can be excellent when it responds, but it is inconsistent. Many positive reviews come from users who contacted support multiple times. The risk of no response or lost work is high, especially during peak periods. Users should keep records of all communications and try contacting Pixum through multiple channels to improve response chances.
What customers said:
- „When adding a new user, significant data protection violations occur; you also have…“
„When adding a new user, significant data protection violations occur; you also have access to other users' data here.“
Original„Bei Anlage eines neuen Users werden grobe Datenschutzverletzungen verursacht, man hat auch hier Zugriff auf die Daten des anderen Users!“
- „If you want to work on a photo book with other people, you can totally forget about them.“
„If you want to work on a photo book with other people, you can totally forget about them.“
Original„wenn man mit anderen Personen an einem Fotobuch arbeiten will, kann man diese total vergessen.“
- „I am really angry!“
„I am really angry!“
Original„Ich bin wirklich sauer!“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-09 | 4.45 | 11 |
| 2025-10 | 4.39 | 33 |
| 2025-11 | 4.64 | 98 |
| 2025-12 | 4.71 | 214 |
| 2026-01 | 4.67 | 76 |
| 2026-02 | 4.26 | 38 |
| 2026-03 | 4.15 | 33 |
| 2026-04 | 4.56 | 32 |
| 2026-05 | 4.41 | 29 |
| 2026-06 | 4.72 | 36 |
| 2026-07 | 4.56 | 39 |
| 2026-08 | 3.60 | 10 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-09 | 73% | 0% | 27% | 11 |
| 2025-10 | 79% | 6% | 15% | 33 |
| 2025-11 | 92% | 1% | 7% | 98 |
| 2025-12 | 93% | 0% | 6% | 214 |
| 2026-01 | 91% | 0% | 9% | 76 |
| 2026-02 | 84% | 3% | 13% | 38 |
| 2026-03 | 85% | 0% | 15% | 33 |
| 2026-04 | 88% | 6% | 6% | 32 |
| 2026-05 | 83% | 3% | 14% | 29 |
| 2026-06 | 92% | 3% | 6% | 36 |
| 2026-07 | 85% | 0% | 15% | 39 |
| 2026-08 | 60% | 0% | 40% | 10 |
Customer voices
Short excerpts - full reviews are available at the original source.
„Faster Service“
„The service is very good and quick.“
„Both were very nice and helpful and asked me to resubmit the image for free.“
„So I searched online what to do (as there is no further guidance in the Pixim app)“
„Excellent customer service and quality of work.“
„Customer service only responded with a second contact and has not reacted since then.“
„After selecting Dropbox, the app provides a nice note that Dropbox authorization is not possible as the app is still in development and no further users can be added ?? Super professional.“
„Thank you for all the help (from Per in Customer Service) with my order as I had some issues.“
What Reddit users discuss
Below are extracts from Reddit which discuss customer service in more detail - each linked to the original thread.
„I used pixum.de and was pretty happy“
Cite this page
Citatio (2026). Pixum Customer service: customer reviews September 2026. Retrieved 19 August 2026 from https://citatio.ai/pixum-reviews/customer-service/
Data verifiable via our public audit log: Methodology · Transparency