Carlotta

I think this weekend experience was just ridiculous and disrespectful. I had to change my tickets from Saturday 30th to Sunday 31st. I made a mistake in rebooking my return because you only allow the bookings to be done separately and I have been charged 15.99 for a mistake, and then I was charged for booking the return for the 31st. Then comes the absolutely awful service on the train on Sunday 31st. NO functioning TOILETS, so we had to stop 15 minutes at a random station for people to use the bathrooms, NO WIFI, NO CONNECTION whatsoever and numerous stops in the middle of nowhere further delaying the initial delay of over 60 minutes. The communication on the delay was also ridiculous. The first delay of 20 min was announced and then silcence until the train arrived at the station when I got another email saying we were delayed by an hour. No explanation for the delay and a miserable offer of 25% refund after paying 120 euros to spend 5 hours in Hamburg. The day was ruined and 25% refund is not nearly enough.
On the way back you also changed the station of arrival in Berlin which was further north and further from home. THEY OFFERED A 7 EUROS REFUND FOR ALL OF THIS AND THE CUSTOMER SERVICE REPRESENTATO JUST CLOSED THE CHAT CAUSE HE DIDN'T WANT TO DEAL WITH THIS ANYMORE. Rude and incompetent service all over.

REWE Lieferservice – Discriminatory Driver, Zero Customer Service Response
Our delivery driver refused to deliver our order because our name wasn't on the doorbell. When I questioned this, he demanded to see ID. I went inside to get it, came back out, and watched him see me approaching the van and deliberately drive away, cancelling my delivery on the spot.
When I contacted REWE to complain, I was told by a phone agent that no such policy exists regarding names on doorbells. So the driver made up his own rules, enforced them aggressively, and then abandoned the delivery anyway.
The driver was rude and dismissive throughout, never properly explained his reasons, and showed no interest in resolving the situation. Given that we are not fluent German speakers, I strongly believe his behaviour was motivated by something other than policy.
What makes this worse: I have complained to REWE multiple times by email and by phone and have never received a single response. Not an acknowledgement, not an apology, nothing.
This is not just poor service. It is discriminatory behaviour followed by complete institutional indifference. If you are a non-native German speaker or anyone who doesn't fit a certain profile, think carefully before using this service. We were left without our groceries, out of pocket, and with our day completely ruined.
Avoid.

Had all the correct codes and still in post kept saying they couldn't recognise my codes. My parcel was sent back because I was unable to collect.

I had a lot of questions and Sam was really helpful! And patient I would say.