Jumia
Reviews and Complaints

I bought a gold watch on the 1st of December, which was bout a week after the Black Friday, Jumia said my item is going to be shipped, because it's a global goods and is going to take from 10-20 days, for me to lay my to hands on it, I waited for 20days still no response from them, and it's up to a month now ive not heard from them. thats bad now. Reference number:[protected]

I got Hp laserJet Pro MFP M130fn Laser Multifunction Printer from Jumia at 26-11-2017. It has a problem with the scanner, 1st problem was the hassle to return the order then finally I was able to get it returned within the 14 days. 2nd Problem, the customer service keeps hanging up the call on me. 3rd problem, they answered the call today after 30 days of return, saying it is working perfectly well. So I asked why no one called? Why you didn't return it to me? Why it is not shown on my account? The agent didn't even say sorry for any of this, he just kept saying there is nothing we "Jumia" can do. I asked to make another order with new printer (which is bow more expensive) he said it is not possible. They are literally stealing my money, my printer and offer no help.

Dear Jumia help center,

Really I do believe that you are the greatest shopping website in EGYPT, but really what happened with me not acceptable at all by any mean,

I have shipped an order by number [protected] from Egypt but really I can't imagine what a quality you sale! this product has been delivered to my side in bad condition it seems like item and when I'm checked it physically, I tried to call your call center in Egypt then they promised me that I can keep this unsatisfied product at my side then they will give me another voucher by the same item coast through my email : [protected]@gmail.com, but till today there is nothing was arrived to me even any one contacted with me over the phone,

So I have decided, I will never ever use your service again due to this bad service I have met, thank you for your understanding and enough co-operation

Seriously, you have the worst after sales service and customer service ever in the whole world.

I received the most two provocative calls in my entire life from your call center agent, FYI both calls ended up with me hanging the call,

I received a call from 3 weeks or more now informing me that my order HAS ARRIVED and I should be receiving it in 2 days, when I didn't receive it after 10 days I sent my 1st complaint and in fact I received no reply, so after 3 days I sent my 2nd complaint that am not receiving any feedback, EPIC I didn't receive a feedback so my 3rd complaint was sent after 3 more days,

Finally I received my 1st provoking call from an agent "don't remember the name" informing me that one of the delivery team will contact me to inform me with the delivery date from outside! actually this is my 4th complaint that the call was meaningless and completely a time wasting one, I was so clear that I need a call informing me exactly when i'll be receiving my order "which supposed to be in 2 days as I've been already informed that the watch has arrived!"

As I was totally nervous during the call, your agent has decided to go with the flow and try to raise his nervous level to mine and using a TONE "what a professional one" and when I asked him to "low his voice" he kept his tone high and asked me to "commit to the call protocol" my 5th complaint in your catastrophic customer service level and the miserable customer experience that you failed to maintain.

Ironically, I received NOW the 2nd worst call ever in the whole history of customer service industry, the agent who called me was informing me that my order isn't shipped yet to Egypt! and it will take at least or maximum don't really remember and not interested to, when I told her that I have already revived a call from 3 weeks that my order already been shipped and received and will be delivered to me in 2 days, she said "then okay, you have received it and no problem"
! WHAT?!

the agent doesnt know if I received it or if it is not shipped yet or what!

SERIOUSLY!

Icant believe that am going through this!
you totally have ruined my day, I cant believe that I had to use an attitude with two agents and hang up the call with them that way cause of that bad service you are offering

I need a final feedback regarding my order, if am not to be receiving it in 2 days I need a full refund to my paid amount IN CASH, am not going to wait for more days to be refunded on visa

I am Mrs Osajie Glad in Benin City. I ordered some items but upon delivery I discovered they weren't as described on web page. I filled out a return form and was conracted by an agent who told me someone would come for the pick up and this was three days ago. I received a message from the pick up agent and I called him immediately and he promised to come for the pick up but he never showed up when I called him yesterday the 7th of Dec he told me that one of jumia's delivery agent will pick up the items. That is why I had to drop this complaint. I will be away from Benin City for 2 days 9th and 10th of December. Pls I need an immediate response. Remain blessed.

I have a complaint regarding the delivery time.. It really takes too much time
I made an order for a half boot size: 39 (order number: # [protected]). I received the order after 11 days. And I want to exchange the size to 38, so I sent an email asking if should I return the one I ordered then make a new order with the right size or can I order the right size and exchange it with the one I have upon delivery. And all I have got is a useless automatic reply with the return process to follow without any answers on my question.

However, I sent a request to return the order on last monday morning and no one contacted me from jumia or aramex to take the order or follow up till this moment.
Finally, because I have to wait at least a week to return the order and another week to get my money back then I can make a new order, size 38 is no longer available!

- the online shopping must be easier and faster than normal shopping, you guys write the name of the store on every item, so I can go to the store and buy whatever I want, but I choose to order online as it should be easier, but it was really very disappointing.

- I know that the delivery time takes 4-7 working days, but I always shop with souq and they have the same time frame for delivery but usually I receive the order the next day or within 3 days by maximum, even in seasons like black friday!

- I would appreciate if you could avail the item I ordered size 38. And please try to speed up your delivery process, it's really annoying.
For any details:
My mobile: [protected]
Email: [protected]@lwarsha.com

I know for a fact that my complaint won't be considered cz we're in Egypt&I do have to accept the fact about the way I been dealt with by one of the most ignorant unprofessional agent I've ever come across. Cut the long story short, I should've received my package today, I didn't even go to work to pick it up Called the [censor] Medo Gharabawy 10 times on HIS NUMBER [protected] kept telling me lies he's nearby and he will be here in 20 min but he never showed up. I'm really upset and this is the worst customer service I've ever had and I won't ever make an order with u ever again. You're the [censor] company ever

Its too difficult to reach any one indeed
they have a new option that they will call me as soon as possible within 24 as the policy say, but unfortunately they didn't call or they called after 72 hours and it doesn't make sense.
If I have any problem jut I have to wait the silly call.
Its a bad customer service we've in Egypt..
Thank you for your kind cooperation..

I bought coffee machine delongi ec8 from egypt site at 15 october 2017 and they delivered it to me in 24 hours but unfortunately the machine steamer didn't work I returned the machine to jumia at 17/10/2017 after 2 days only to check it and money backed me and since this day [protected] they didn't return to me my money or the machine.
My contact
Nahed essa
[protected]
Nagwa. [protected]@hotmail.com
Thanks for your advice and your support

Dear Jumia,

Please consider my below mail as an official complain to your company.

I received order [protected] for 2 heaters, One of them was Ok and the other one was loud and I can hear the sound of sparks inside it and also a smell of some thing burning, so I called the call center and asked about the possibility of replacing it with another one, but they told me that I have to return this one and make new order later. So I proceeded with return request.

The product was returned to the company (Receipt numb : [protected]).

I ordered a new one thinking that there is no way that you return me a missed up product. the new order numb was [protected] and the heater was totally fine.

Yesterday I received a call from you saying that there is nothing wrong with the product I returned and they are returning it back to me, because there is no way that they will give me the money.

Please note that this is not acceptable to take back the Heater and I want my money back.

If the product was ok why am I returning it back, and I already have another 2 pieces of the same product and I am satisfied with.

Also please note that you are obliged by the Egyptian law to take back your product with in 14 days, and I returned it back the next day I received which is with in the 14 days.

In my phone call to the call center I said how can I grantee that you didn't fix the problem and you are sending it back to me, then the agent rehab I think she said that might be and then your problem solved and you should take the product back! what!. so that is a statement that I am not taking a new product and that you are scamming people and you are not selling me a new product. that I can take you in court for that.

I have been shopping on line for years and this is the fist time to face such a situation, If your product is not ok so you should take it back and give me my money back not to fix it and then scam me.

Your staff was so rude, and so unprofessional as well handing the call and taking to me.

Till now I didn't receive any feed back and I am still waiting for that, Please note that I am not accepting any thing but taking my money back,

If I didn't take my money back I will fill an official complain to the Egyptian authorities and I will make a big scene in the social media and will state all what happen.

Waiting for your kind feed back as soon as possible.

Reem

my last 2 orders quality were very poor
Order# [protected]
order# [protected]
Swiss gear back-bag Facial & Body Grooming Set + Free Bag the worst product.
shaving machine not working probably.
laptop back bag made from worst material ever
It’s not logic in 3 months laptop back bag be like attached pics,
You have to select your products providers.

this is my last order through Jumia

Order no [protected]
I called them 10 times to solve my issue and no feedback.
I asked them several time to let any supervisor or manager to call me but no action taken.
My order was from july and till date they didn't come to return it back and return for me my money. Finally in the last 2 call for complaints they informed me that sorry such kind of globel order will not return back. And its after complainig more than 10 times without gave me a valid reason. All that time am calling then let me on hold for more than 30 minutes every time. Can u imagine that last time today one of your team end the call suddenly

Dear Jumia,

I am writing this mail to complain about what I deem as an unethical behaviour on behalf of Jumia Egypt.

On 28/08/2017 at 21:23:05 I ordered a pair of sandals through Jumia Egypt. My order number was given the number [protected].

On 06/09/2017 18:49:26 the Item was delivered to my home address.

On receiving the order, I was totally dissatisfied by its quality and decided to return the product. As the online return process was not made available on Jumia web site on the same day, I decided to call Jumia at 19586.

I called Jumia Egypt at 19586 on the same day of receival (06/09/2017) to return the product.
The call centre employee; a gentleman named Magdy Moustafa who answered my call assured me that jumia will be sending a representative to collect the product within 3 working days.

The very next day, I was able to fill in an online return form for the same product.

Five days passed after that without receiving a reply from Jumia and no one was sent to collect the return product.

I called Jumia again on 19568 to complain about this. My call was answered by the same person "Magdy Moustafa" who apologized on behalf of Jumia for not having sent the rep to collect the return product. He then assured me again that Jumia rep. will contact me by phone to arrange for a pick-up date for the return product the very next day at the latest. This, however, never happened.

I then received an e-mail from Jumia asking me to evaluate the service I received from their customer service (through the call centre).

In reply, I sent an e-mail in which I expressed my full disappointment caused by the non-fulfilment of my return request, and that no rep. was ever sent to collect the product despite their repetitive promises. I also called Jumia again to complain in person about this.

All I received were more automated replies and further promises, none of which was fulfilled. No one was sent to collect the return product.

I then received three sms messages from Jumia on my mobile phone.in these messages they "claimed" that their rep. tried to contact me three times and I that he could not reach me and accordingly the return request was cancelled, and that if I wish to return the product I have to call them again. I was surprised at those messages, simply because my I never received those phone calls despite the fact that my phone was not switched off, and it is operating successfully with no connectivity problems.

Again, I called Jumia and explained to the call centre employee that my phone was not switched off, and that I am absolutely sure no one called me from Jumia.

All I was given were more apologizes and further promises that were never fulfilled.

I sent more than 5 e-mails to Jumia at:
[protected]@eg. jumia.com
[protected]@egjumia. zendesk.com

still, the product was not collected for refund.

I was offered a coupon at the amount of 90 Egyptian pounds, and another promise that someone will come to collect the product "as soon as possible".

I stated clearly that I only want to have the product returned and that I want to be refunded for it in accordance with Jumia return Policy.

on 23/09/2017 I received the same three repeated messages on my mobile about a rep. trying to contact me and failing to do so. Immediately, I called Jumia back on 19586 to assure them this never happened, and guess what?! This once, the lady who answered the phone admitted that those messages were sent by mistake.
I told her that I will not give up on my right to have this product returned and refunded and that I will escalate my complaint to the highest level.
This call was recorded on their system, and you may get back to it if you want.
I was right all through, no rep. ever called as they claimed before. they have no intention of sending the rep. or refunding the product.
they would give me excuses that they have a very busy week, but to my surprise my mom who made three orders via jumia to the same address within the same week (we live together in the same apartment) received her orders on time!

I want to be refunded for this product.

Am brian from embakasi. I made an order (no-[protected]. This order was made on 25th august 2017. I never got an email confirming the order or informing me of the tracking number.. On Tuesday 29th august 2017 I got a call from a rider confirming that the package will be delivered the same day that is Tuesday but it was not delivered. On Wednesday 30th august 2017, I called jumia's customer service to ask why my package wasn't delivered and why I never got my tracking number through email, I was promised the package will be delivered on Wednesday and it has been disbursed from the store. Waiting impatiently in the afternoon after waiting for a rider's call I called back to jumia's customer support and told me again the package is still in store and has not been disbursed... its been a hectic time for me trying to understand whther the reason for delay is because I dint pay first or my package doesn't exist... please help

Dear sir,

I've made an order on 11/8/2017 from jumia Egypt
Order no.[protected]

And the shipping date was from 2-4 working days
So after 1 week I made my first complaint because iam In hurry to get what I ordered from you...
And every 2 days I make another complaint and nothing came yet from the rest of the order...

You could check my orders from you to know that I usually do shopping from your website...
But um really sad and angry this time and I believe that it will be the last time to order from your unorganized website

(And you told me last E-mail you will check and tell me with updates and nothing came yet... your call center told me ot will be on the beginning of the week and also and usual nothing have come)

Thank you for your help
And Waiting for your soon reply to inform me with the correct shipping date

Mohamed Hussien Yassien

Yesterday, 17/08/2017, I made an order for infinix note 4 and later when I was called, I requested for the colour of the phone to be changed from white golden to black of which that customer agent confirmed. The problem is I was later called and told that the phone has been delivered to kabarak Nakuru and yet am in Naivasha! since then, I have been trying to call the agents who are giving me mixed information!

Dear sirs,

This is Mahmoud El-Witidy one of your loyal clients who faced a very weird situation in Egypt. I have a VISA credit card from Arab African International Bank and there is a deal between the bank and Jumia Egypt to redeem our points through it. The process simply starts by accumulating my points and when I see valuable I call the bank's call center to redeem my points. The call center then starts to collect multiple clients requests and then send them consolidated to Jumia Egypt to send each client a voucher code on his/her registered phone number.

What happened is that I called our call center normally on the 3rd of August, 2017 to redeem my 200K points which will be equivalent to EGP 2, 000. And last Wednesday the 9th of the same month I was surprised to receive a total of 18 vouchers to use on Jumia of an amount of EGP 15, 050. I could have used these codes with no legal penalty on me or the bank at all as per the contract. However, I didn't because I work for the same bank and I know about the system. But what if these codes were sent to a normal client?!

In fact, what made me very upset was the cold blooded way they dealt with me. I wanted my voucher because I have been saving up for so long to buy my mum her birthday gift and now her birthday is over without me buying anything.in situations like this, you are supposed to reward your client for their honesty, loyalty and integrity not to promise him that he will receive his voucher within the same day and you forget about him. I am upset and disappointed with the reckless behavior of your team in Egypt who failed to respect their client and I am not a normal client as I had the chance to cause them a loss and I didn't. I actually did them a favor and in return they ignored my request.

If you do really care about your business, please investigate my complaint.

Thanks,
Mahmoud

I bought a phone order number [protected] unfortunately it is faulty. One of the Sim Card slot is not working I have contacted customer care and they instructed me to take the phone to carlcare. Am worried and concerned how and why a new phone needs repair. All I need is replacement of refund. Are new phones repaired? Does it mean you sell faulty products.

I made an order on 4th July, 2017 ([protected]-6630- ths is the order number). I have not received the item ordered and have made several calls and they keep promising it will be delivered. The annoying thing is that whenever I call to find out about the delivery, they will apologise and promise it will be delivered that same day. Immediately, I will get a call from a supposed delivery agent who will again promise to deliver it that same day, only for me to wait and not see anybody. Its really annoying. If the product is not available let them just say so and not keep my hopes up only to be dissappointed. This has happened like 4-5times. Its not nice at all! not nice!

I purchased my HTC in March 2017 and a month ago I was unable to connect to any wireless network. I returned the phone to your service centre and I have had zero response 14 days later. I want a full refund for this purchase as Jumia seems to not care about selling good quality goods. Order number [protected]. I do not want a replacement and I do not want to waste more time waiting for you to repair the phone