Jumia
Reviews and Complaints

As a potential customer looking to shop online, I have come across mixed reviews about Jumia.co.ke. Some customers praise the fast delivery and good deals, while others express concerns about delayed orders, sub-standard products, and poor customer service. It seems like Jumia.co.ke offers a wide range of products, but the overall shopping experience may vary. It's essential to consider these factors before making a purchase on their platform.

dea sir,

since last year December 2022, your despatched missed delivery to me due to weekend and I dont come to work on weekends.

I was told that i should make some payment online and i did, since then the banned on my pay on delivery is still there.

If you check have been buying from your store through third party and delivered by your vendor to me. I have two items to purchase now in my cart but i need payment on delivery or use of POS on delivery,

I did online payment in another app and all my cash took away, since then i don't do online payment.

Kindly use your good office to uplift the ban on my payment mode. i want to buy more on black Friday, for two months now, i have bought many items.

Thanks ,

ROJAYE ADEWALE.

[protected]@yahoo.com

After status of my order changed to “out for delivery “, They delayed the delivery 2 times. 1ˢᵗ when I missed a call from the delivery representative and called him back after few minutes. He apologized and told me that my package delivery was postponed to the next day. I stayed at home the next day and canceled any scheduled dates waiting to receive the order. At the end of the day I received a message stating that it failed to deliver the package and will be postpone again. Neither calls nor messages were done as trials to deliver the parcel as usual! CS agent told me that it will be received after 2 days!

Made payments through their paybill, they claim I need to have the payment made through their online platform. Called numerous times for my refund coz my order is still pending and yet no positive feedback. Everytime it's a different story of I will confirm. Too tiring and discouraging for someone who has all their household items from Jumia. Pathetic service on refunds.

The box was opened when I get it, I need to return, the customer service refused

I called 5 days ago to return, the woman said she has to make the return from her system

And she will cancel the return i did through the app and I have to make a new one, she cheated me😡, this is unacceptable

When I tried to make a new one, I couldn’t, please help me

I made an order for charger and it was delivered and after payment I checked the item, I discovered it was a bad charger they delivered, I called the rider straight away and he asked me to call Jumia which I did, then I took it to Jumia pick up station , dropped the item at 3PL Obalende Hub , up till now Jumia has not called them, please I want my money back , and when I sent Jumia mail, the mail will not deliver, I have called several times, they only sent a mail, when I try responding to them, my mail was blocked, so how do I reach out to you. This is my email address esiennavictor.[protected]@gmail.com, no. [protected] . thanks

Immediate refund of the total amount paid for the item returned

Inbox

REDEFINING THEFUTURE

3:57 AM (14 minutes ago)

to info

Dear Jumia,

The order number of the Item which is the Phone Ordered is: [protected], package RET-A69-[protected]-2443. The Pickup agent with this telephone number: [protected] has been given the Item for return will from order [protected], Please, The item was ready and served with all the original packaging and accessories, however, till date I have not been paid the full total amount/money paid and delivered for it till date., it is urgent, and the money needs to be paid to avoid issues. Let my money be paid into my Law Firm's Account:

ACCOUNT NUMBER: [protected],

ACCOUNT NAME: NWACHI CHINENYE & CO,

BANK: FIRST CITY MONUMENT BANK, FCMB.,

Yours faithfully,

Barr. Vivian Chinenye Nwachi

one of your delivery agent known as Victor Daniel with the phone number

[protected] has refuse to deliver my 1tb external hard drive Toshiba twice saying he can't come. and has falsely claimed to call me which am yet to receive his call only to get an sms stating he has been trying to reach me but I called him twice.

Am requesting for him to be changed as my delivery agent someone like him can't he trusted which brings bad reputation to your company

I am a usa citizen, based in Egypt, My name Mona Mina.

my problem with Jumia Egypt started with placing a big order with so many items on 14th November, total Payment 3966Egy, Payment was done online by credit card. Jumia charged me twice for the same order and duplicated the order. Immediately I reported to customer service about their fault and requested to cancel one of them, and they informed me that it was canceled and the amount will be refunded in 5-7 working day. 2 days after I received both orders in the same shipment. Again I reported this Fault and I was requested to apply on each single item a return form, so I proceeded and the duplicated boxes were returned. Inquiring about MY REFUND was totally ignored, apart from very rude staff calling me daily rechecking the reason for return, everytime I was patient replying to them about every single item, explaining the fault of duplication. I filed many complaints to customer service, No response. No refund, moreover the goods were returned back to me with refusal to refund. they owe me 3966.78Le. email : [protected]@yahoo.com

order [protected] &its duplicate #[protected]

إلي من يهمه الأمر بشركة جوميا

شكوي مقدمه من عميل لشركة جوميا لسنوات وطالما وثقت في هذه الشركة وحتي في وقت تواجدي خارج مصر فكنت دائما وابدا انصح زوجتي التي تتواجد بمصر الآن بالتعامل مع شركتكم ولكن للأسف من الواضح أني كنت مخطئ ،

أعلمكم أن موظفيكوا والخدمة التي تقدمونها سوف تقضي تماما في يوم من الأيام علي أسم هذه الشركة

مقدمه لكم

محمد عادل راغب

Moh.[protected]@gmail.com

مواطن مصري يعمل خارج مصر

موضوع الشكوي

- اكثر من ما يقرب من أسبوعين الان أحاول عمل مرتجع بموجب الطلب رقم [protected] لمنتج قمت بشراؤه Gas Water Heater 10 Liter, Digital, Natural Gas, Silver GHM-MP10N-S بسعر 3,400 جنيه (مرفق أدناه كل المراسلات بالتاريخ وموضوع المراسلة)

- كما أنني تقدمت أمس بطلب مرتجع يحمل نفس الرقم [protected] لمنتج قمت بشراؤه Refrigerator Digital-No Frost 450 Liter-Stainless RF-580AT-SL بسعر 13,299

- لتصبح قيمة المرتجع بقيمة : ( جنية 16,923.58).

- وبالرغم من المراسلات العديدة منكم التي تؤكد بشكل شبه يومي بأنكم سوف ترسلون مندوبكم لأخذ المنتجين الذين لم يستخدموا حتي تاريخه ولكن كل العجب في أن ترد لنا مكالمات بعد ذلك أو رسايل تنفي كل ما تم اعلامنا به.

- تم إعلامنا صباح اليوم 18.11.2022 بالبريد الالكتروني بأن المندوب سوف يأتي لإستلام المنتجين.

- تم إعلامنا من المندوب أن سيارته ملاكي وأن الشركة لابد أن توفر سياره ربع نقل لإتلام المنتجات

- تم التواصل بخدمة العملاء (الاستاذ سارة) اليوم 18.11.2022 والتي أكدت بأن المندوب سوف يأتي يوم الأحد لإستلام المنتجات المرتجع.

- تم التواصل مع زوجتي بعد ذلك لإبلاغها عكس هذه المعلومة بأن المنتجات لن يتم إرجاعها.

- اطلب منكم أن ترسلوا مندوبكم لإستلام المنتجين المرتع حتي أتمكن من إسترداد مبلغي وأعدكم بأنني لن أكرر هذه المأساة معكم مرة أخري وسوف أقاطع شركتم وأنصح اصدقائي واقاربي بوقف التعامل معكم.

- اليكم كافة المراسلات أدناه التي تؤكد حديثي اليكم.

ماذا علي أن أفعله أكتر من ذلك لأخذ حقي ... هل حقي مجرد 100 جنيه رصيد بحسابي بجوميا قمتم بإضافته حتي يتم مراضاتي كما فعلتم ... أؤكد عليكم أن ترسلوا مندوبكم لإستلام المنتجين المرتجع حتي أتمكن من إسترداد مبلغي وأعدكم بأنني لن أكرر هذه المأساة معكم مرة أخري وسوف أقاطع شركتم وأنصح اصدقائي واقاربي بوقف التعامل معكم...

فإذا كان مازال هناك فيكم من يهتم بأن يساعدني للحصول علي حقي ... الرجاء التواصل علي رقم [protected] رقم زوجتي مدام أميره وإنهاء هذا المأساه.

المراسلات

Nov 9, 2022, 1:08 PM (9 days ago)

Gas Water Heater 10 Liter, Digital, Natural Gas, Silver GHM-MP10N-S

تم استلام طلب الاسترجاع المتعلق بالطلب رقم [protected]

برجاء تجهيز المنتج للإسترجاع خلال 3 ايام عمل، وسيتواصل معك مندوب الاستلام فى اليوم المحدد للإسترجاع على الرقم +[protected].

--------------------------------------------------------------------------------------------------------------------------------------------

Sun, Nov 13, 3:17 PM (5 days ago)

تم استلام طلب الاسترجاع المتعلق بالطلب رقم [protected]

برجاء تجهيز المنتج للإسترجاع خلال 3 ايام عمل، وسيتواصل معك مندوب الاستلام فى اليوم المحدد للإسترجاع على الرقم +[protected].

--------------------------------------------------------------------------------------------------------------------------------------------

Sun, Nov 13, 3:22 PM (5 days ago)

تم استلام طلب الاسترجاع المتعلق بالطلب رقم [protected]

برجاء تجهيز المنتج للاسترجاع خلال يومين عمل، وتسليمه فى مركز الإستلام بعنوان شارع الليث بن سعد عمارة رقم 1 الدور السادس شقة 23

Thu, Nov 17, 5:13 PM (1 day ago)

تم تسجيل طلب استرجاع لطلبك رقم [protected]‎‎

Refrigerator Digital-No Frost 450 Liter-Stainless RF-580AT-SL

13,299 جنيه

الدفع عند الاستلام أو الاسترجاع

اهلا أ Amira،

تم استلام طلب الإسترجاع المتعلق بالطلب رقم [protected].

أثناء اتمام الإجراءات، برجاء تجهيز المنتج للإسترجاع خلال 3 ايام عمل، وسيتواصل معك مندوب الاستلام فى اليوم المحدد للإسترجاع على الرقم +[protected].

برجاء الإحاطة بأنه فور استلام المنتج, سيتم التحقق من سلامة وإمكانية إرجاع المنتج, بما يتماشى مع بنود سياسة الإرجاع، بمجرد أتمام العملية سيتم اخطارك بنتيجة الفحص, هذه العملية تستغرق حتى 4 أيام عمل بحد اقصى.

--------------------------------------------------------------------------------------------------------------------------------------------

Thu, Nov 17, 5:56 PM (1 day ago)

We would like to inform you that we are already in receipt of a request from you under ticket [protected], and our team is working on it. Hence, we are merging this communication with the original case.

For a quicker response, we request you send all communication regarding case [protected], as a reply to the email thread sent for this case by Jumia.

--------------------------------------------------------------------------------------------------------------------------------------------

Nov 17, 2022, 5:57 PM (1 day ago)

We would like to inform you that we are already in receipt of a request from you under ticket [protected], and our team is working on it. Hence, we are merging this communication with the original case.

For a quicker response, we request you send all communication regarding case [protected], as a reply to the email thread sent for this case by Jumia.

--------------------------------------------------------------------------------------------------------------------------------------------

Thu, Nov 17, 6:00 PM (1 day ago)

We would like to inform you that we are already in receipt of a request from you under ticket [protected], and our team is working on it. Hence, we are merging this communication with the original case.

For a quicker response, we request you send all communication regarding case [protected], as a reply to the email thread sent for this case by Jumia.

--------------------------------------------------------------------------------------------------------------------------------------------

Nov 17, 2022, 6:03 PM (1 day ago)

We would like to inform you that we are already in receipt of a request from you under ticket [protected], and our team is working on it. Hence, we are merging this communication with the original case.

For a quicker response, we request you send all communication regarding case [protected], as a reply to the email thread sent for this case by Jumia.

--------------------------------------------------------------------------------------------------------------------------------------------

Nov 17, 2022, 6:04 PM (1 day ago)

We would like to inform you that we are already in receipt of a request from you under ticket [protected], and our team is working on it. Hence, we are merging this communication with the original case.

For a quicker response, we request you send all communication regarding case [protected], as a reply to the email thread sent for this case by Jumia.

--------------------------------------------------------------------------------------------------------------------------------------------

9:24 AM (9 hours ago)

Refrigerator Digital-No Frost 450 Liter-Stainless RF-580AT-SL

سوف يتم استلام المنتج/ات المطلوب استرجاعها من الطلب [protected] اليوم

اهلا أ/ Amira

أنا Magdy Adel Abdelwahab (FD) من Jumia Egypt سأتواصل معك اليوم لتحديد موعد استلام الطلب المرتجع برقم [protected] .

في حالة وجود أي استفسارات حول إرجاع المنتج، برجاء التواصل معي على هاتف برقم : [protected].

برجاء العلم أن جوميا ستقوم بإرجاع قيمة الطلب بعد استلام المنتج والتحقق من سلامته، وبالتالي، نطلب تعاونكم لاستلام الطلب في أقرب وقت. إذا كان لديك أي أستفسارات أو ترغب في أي مُساعدة، برجاء التواصل معنا عبر النقر على رابط تواصل معنا.

--------------------------------------------------------------------------------------------------------------------------------------------

9:49 AM (9 hours ago)

Jumia - Thanks for choosing jumia [protected]

عميلنا العزيزMohamed Mohamed Adel,

نشكر سيادتكم لاتصالكم بمصلحتنا

يرجي العلم انه قد تم استلام هذه الرساله, و تم تصعيد مشكله سيادتكم الي قسم المتابعه, و سيتم الرد عليكم في اقرب وقت ممكن, و سنفعل ما في وسعنا لحل هذه المسأله في اسرع وقت ممكن

--------------------------------------------------------------------------------------------------------------------------------------------

10:44 AM (8 hours ago)

أهلاً ا/أميرة

شكراً لاختيارك جوميا،

يرجى قبول اعتذارنا بخصوص ما واجهك معنا. برجاء العلم أنه في جوميا - كسوق للبيع الإلكتروني - نعمل جاهدين للحفاظ على إجراء فحوصات منتظمة على المنتجات الواردة من البائعين لتسليمها لك بأفضل معايير الجودة ونتبع الإجراءات الصارمة مع البائعين الذين يفشلون في مواكبة معايير الجودة المطلوبة لمنع حدوث مثل هذه الأخطاء.

ننصحك دائما بمراجعة "تقييم البائع" الموضح على الموقع بالإضافة إلى ملاحظات العملاء السابقين وتعليقاتهم على المنتج المراد شرائه.

سيتواصل معك مندوب شركة الشحن في خلال 1-4 أيام عمل كحد أقصى لاستلام المرتجع مقابل إيصال الإرجاع من تاريخ طلب الاسترجاع

يرجى كتابة اسم المندوب و رقمه القومي و رقم الطلب الذي استلمه منك المندوب بنفسك على إيصال الاستلام لإجراءات أمنية.

بعد الاستلام، سيمر المرتجع بلجنة فحص الجودة لدينا، فيرجى التأكد من أن المنتج يحتوي على جميع مكوناته، والهدايا، وفي عبوته وحالته الأصلية.

بمجرد انتهاء طلب الإرجاع وقبول المرتجع، يتم رد المبلغ عن طريق حوالة على مكتب البريد المصري في خلال من 3-5 أيام عمل كحد أقصى.

بقيمة : ( جنية 16,923.58).

يمكنك إستلام المبلغ عبر فروع مكاتب البريد بجمهورية مصر العربية ببطاقة الرقم القومي في خلال عام من تاريخ التحويل علماً بأنه يتم خصم رسوم 10 جنيهات لمرة واحدة لا تتكرر في حالة عدم الاستلام خلال 30 يوم من التحويل.‎

--------------------------------------------------------------------------------------------------------------------------------------------

5:13 PM (2 hours ago)

RET-734-[protected]-1106 قيم مندوب التوصيل

Refrigerator Digital-No Frost 450 Liter-Stainless RF-580AT-SL

سيتم Amira Abdelatif Hamed Abdelatif,

نأسف لإبلاغك بعدم تمكن مندوبنا من استلام المنتج المرتجع اليوم الخاص بطلب رقم [protected], بعد محاولات عديدة.

يتم إلغاء طلب الإسترجاع ولكن إذا مازلت ترغب في إرجاع المنتج أو إذا كان لديك أي أستفسارات أو ترغب في أي مُساعدة، عبر النقر على رابطتواصل معنا.

--------------------------------------------------------------------------------------------------------------------------------------------

‎‎

customer.[protected]@jumia.com

wecare.[protected]@jumia.com

[protected]@jumia.com

customer.support.mall.[protected]@jumia.com

[protected]@jumia.com

[protected]@email.jumia.com.eg

[protected]@jumia.com.eg

I have made an order,and they called me to deliver it,but I changed the date to be after 2 days, but they canceled from their side without reason or getting back to me. When I contacted them in Egypt,they talked me in a ver inpolitly way. Very bad service

Orders #[protected],[protected]

My name Marco

Phone number [protected]

i am not getting no feed back on why it has been delayed nor expected delivery date. please confirm when i am either getting the product or my refund.

Estimated delivery date(s)

By 18-Aug-2022

Delivery method

Delivery to Your Home or Office

Recipient details

nasrin thampy +[protected]

Delivery address

163 james gichuru road, lavington Adams Arcade / Dagoretti Corner

You ordered for:

ITEM QUANTITY PRICE

Submit

Men's Canvas Laptop Bag Cross Body Shoulder Messenger Bag 1 Ksh 4,512

Dear team I placed an order for a 7 Speed Electric Hand Mixer Whisk Egg Beater Cake Baking

on the 02 July 2022 and it was delivered on the 5th of July. But I was unable to use it till the following week, when I discovered on usage that it was bringing out smoke and bottom line stopped working. Also the numbers cleaned off on the product same day.

I am lodging this complain because I am dissatisfied with the product and tried speaking to an agent on this issue and was told it had passed the refund timeline.

This matter however to me is not having value for my money for purchasing a product meant to ease my stress ended up stressing me which has made me angry even with the response above.

Please help look into this matter (I do not want to loose my money by not getting value for what I paid for)

I look forward to a positive feedback.

Despatch Rider, suspect his name is Miracle. Bike Reg No. KRD 635 OL. His phone number is [protected]. Today, 29th June, inside Magodo estate on Emmanuel Keshi Street, he rode recklessly, overtook on the right and in the process hit my Honda Accord car and damaged my front bumper, looked back and sped away. Lucky for me, he was riding in my direction so I caught up with him about 400meters in the estate as he was asking for directions from security and accosted. He bluntly denied it and I seized his helmet. I have pictures of the damage and have repaired my vehicle now. If he wants to get his helmet back, I need a refund of N4,500.00. But that boy should be fired. His attitude is horrible. My number is [protected]

On 13th April 2022, I ordered 12 tins of Marvel dried skimmed milk for my mum from Jumia (Ochendo Stores). It was delivered on 20th April 2022. My mum did not open the package until 1st of May, 2022.

2 tins of milk have been opened and they are not fit for consumption as the milk is discoloured - Its brown, has a bad smell like it has gone bad.

I have asked for a return and the portal says i cannot return. My mum or nay member of my family is unable to consume this milk and i need to return this milk in entirely to the seller and have my money refunded.

Regards,

Oluseun Ajala

KEVIN OWINYO/
1320 W ANGUS RD SAN TAN VALLEY
[protected] +[protected]

JUMIA KENYA

Date 01/10/2022

Dear SIR/MADAM
REF: TO WHOM MAT CONCERN

I wish to complain about ____ (name of product or service, with serial number or account number) that Iwas purchased on 25/12/2021

I am complaining because the TCL TV had Electrical malfunction after it as assemble at the house, the HDMI port, USB and A/V weren't functioning.
When she first learned of this problem, she contacted Jumia and the item was picked up, and was told that nothing could be done about my problem since it didn't have the foam, and it will be shipped back to the consumer. My question is do you sell broken items? and if not why return a default TV back to the consumer if they requested for a better service from Jumia. I believe my opinion my not be consider but I believe that this response was unfair because a mechanical problem isn't a client fault and it should be tested before it has been shipped to the consumer. This is the second time am having a problem with the return policy.

Unfortunately, the problem remains unresolved. I am hereby requesting that you:
Full refund, exchange or repair the item) If I do not hear from you soon I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I am enclosing copies of my receipt "PLP5OEL0T7 Confirmed. Ksh24, 189.00 sent to JUMIA KE for account jjPNKN on 25/12/21 at 6:34 PM ". I may be contacted at the above address and phone number.

Sincerely,

Kevin Owinyo

I received a massage from your side with the mobile number of the delivery person ([protected]) and when I called him to follow up on receiving my item, I asked him if he was a Jumia Team, he answered that he is working for Noon company?
Is this a Joke? I apologized and hung up
I tried to call again but he kept on closing the call after one ring.
How could this happen from such a respectable company like you.
Please solve this and watch out for your delivery persons.
The order number is [protected]. Delivered to Sharm El-Sheikh, South Sinai, Egypt

The order number:[protected]
My item was delivered to me yesterday but there was no invoice or receipt.
There was one receipt/ invoice attached to the box but the delivery agent took that one away thinking there would be another one inside the package but there was not.
I have been trying to contact jumia on this issue but to no avail.
As it stands I don't have receipt for the item I bought from me.
It's very frustrating.

My order, [protected] has been delayed for three days now, and your chat agent says I will not receive it until after Christmas.

I ordered it for my son, he's so upset.

This is wicked because I need that fridge for the Christmas, that's exactly why I ordered it.

This is a big shame on Jumia, you claimed it would be delivered the next day on Jumia Express.

What a shame. I will leave a review everywhere necessary.

Vivien

I ordered a CD and when it reached me i was non compatible to the ordered one, i returned and i got a call the the money will refund to me account, the money refunded and after hours it was withdrawn again with 3 transactions not done by me, i issued another complain and the reply was that complaint is refused without any reasons, causing so much disturbance about my money getting stolen