Jumia
reviews and complaints

Good day,
I want to use this medium to complain about the de-service your reps at badagry usually put up. I place an order since 15th of march — [protected] but when I eventually got a call yesterday, a lady spoke to rudely on phone that my order will be cancelled since my line hasn't been going through.. I asked her why would my order be cancelled when u claimed my line hasn't been going through but we are speaking at that moment, she hung the phone on me. I had to call your customer care line yesterday to complain. To my surprise she sent a sms to my line again trying to be rude still... The screenshot is below. I have vowed not to have anything to do with jumia again

I have filled of the forms and answered the survey question I was told to check my inbox to click the link to add my password and bank details but for 3 weeks now the link haven't been sent me.I've had to send loads of mail to Jumia support Nigeria to no avail. Kindly, contact them to send me the link so as to upload my products and selling on jumia.Most of my friends have had store on jumia online and are selling and making more money than I do on offline store, I want to start now.I'll appreciate if you'll reply me with the link.However, they mentioned some kind tutorial in Lagos but in I'm in abuja. I have learnt everything I need to learn of YouTube. Thanks.Will be expecting your reply.My email address: [protected]@yahoo.com.Kind regards!

Dear All

I submitted an order for A/M product based on product spec and sizes.

I've received the mask 6 pm &packing was horrible anyway, i used it in the pool after 10 mins of receiving it firstly it's too small although I ordered XL plus water gets inside as if I'm not wearing a mask!

I made a complaint 7 pm via email and CC, they took it back for quality check, then they called me after a week to inform me nothing is wrong with it plus it smells bad!

How could a company like yours treat it's customers that way and send them wrong/ defected products and when complaining you just handle it with zero professionalism.

I need my money back!

ve placed an item and paid for it on(fawry) service, and still i haven't recieved the order, i've recieved sms with the order no [protected], that was in 12/3/2018, my tel no: [protected], i've tried to call the customer service number many times but it seems to be a problem with the system i can't get pass the first step of choosing language, please respond

I was very shocked to my last order [protected] and to the last phone call I've received from them as probation!
I returned the items so he told me that I won't have a refund nor an exchange as the products are original and they are not!
My Victorias secret that i bought from Jumia are FAKE and written original and he is saying that it is original and the sales department checked it!
I never made a complain about anything and i didn't even change my mind about the product although i received another smell than the one i chose! (Received another product)
He didn't believe me also and told me that we will ship it to you again and will check if the product wasn't the same or not later.
I don't care about the money it's nothing for me, all i care is that when i buy from the sellers i never think twice about its authentication!

PS: I bought more than 20 body splash from Victoria's secret through out my whole life and i know the difference well.
They have to take it into consideration for their sales department information.
1) Its label must be dark that you can't even see the liquid through it.
2) The black part in it's head cover must be twisting and movable.
3) The serial number in Victoria's secret is known that it can be copied even if it is a fake product.
Their sales department should know that.

Hello Jumia,

Regarding the order # [protected]

Kindly note that i call more than once regarding my problem and no one is helping .

i called you form the 1st time i had the problem and non one resolved anything and your level one agents did not write what i complained about for thr item so the inspection didn't happen properly .

the order was placed from my brother account ane his anme is Sherif mostafa

i sent you many e-mails from the e-mail " [protected]@gmail.com"
we called many times from [protected]
each call we stated our problem clearly

i call your jumia hotline for custoemr service on the 22nd of feb 2018 i called by 6:50 pm !
i calkled to one of your agents and her name yousra and she Hung UP THE PHONE IN MY FACE !

and i demanded this fcall to be heard with all it's details and i send many e-mails to you on the same day 22nd feb 2018!

I got two calls from two of your agents
one his name is MOhammed and the last one was on 28th Feb 2018 from Miss Derine
and she told me she will call me the next day by 5 pm and that didn't happen also as she promised !

she informed me that all my claim was rejected

I AM NOW CLEARLY DEMANDING FOR ALL MY CALLS TO BE HEARED CLEARLY SPECIALLY THAT CALL I MADE ON 22ND FEB 2018 FROM THE NUMBER [protected] BY 6:50 PM

I KNOW YOU ARE JUMIA AND ALL CALLS ARE RECORDED AND ALL I AM ASKINGT IS FOR THE QUALITY TO LISTEN CLEARLLY TO MY CALL

LAST CALL I GOT WAS ON 28TH FEB 2018 ON THE FOLLOWING NUMBER [protected]
YOU CAN SEARCH THAT ALSO AND DOUBLE CHECK

PLEASE WHOEVER you are who read this
make sure you got a proper answer before you call me on [protected] because i have had enough and my time is wasted enough !

THIS IS THE LAST E-MAIL I SENT TO YOU REGARDING MY ISSUE AND NO ONE HELPED ME

"

my brother bought an item from you and received wrong model as he ordered TD-W8961ND and received TD-W8961N .and still he accepted the item but it is not working properly as my borthered mentioned all the details to the 1st 5 AGENTS HE CALLED IN THE SAME DAY WE REQUESTED RETURN AND NONE OF THEM ADDED THE RIGHT COMMENTS AS MY BROTHER MENTIONED FOR THE TECHNICAL TEAM TO CHECK THE RIGHT WAY TO AVOID ALL PROBLEMS BUT CLEARLY YOUR AGENTS DID NOT WRITE WHAT MY BROTHER COMPLAINED ABOUT CLEARLY.

my brother got a call today that the item will be returned and my brother refused and still your agent wrote in the complaint/ticket "ACCEPTED" .
1- i need to be contacted from a manager on the following personal number [protected] as i will handle this case now and not my brother so please respect that.

2-I called your number on 22nd Feb 2018 approximately 6:50 pm from the following land line "[protected]" and i know you can search the call with the call id and number and i talked to an agent her name is YOSRA and apologized to her 1st before i started complaining about what happened .she offered me 360 EGY voucher i can use on jumia and i recfused because i am not calling to ask for vouchers or money and i mentioned this clearly on the call then after maybe 15 minutes or less SHE HUNG UP THE PHONE IS MY FACE i want this to be INVESTIGATED and GIVE ME YOUR FEEDBACK Regarding this case on the same number mentioned [protected].
3- You are Jumia so all calls are recorded and i have nothing against Miss Yosra but i need this call i mention on "2" to to be heard from your quality and your supervisors Carefully with all it's details i mentioned there because i am going to use this call against you as a company and i am going to consumer rights and it is my right as a customer .

Thank you and i am waiting for your call on the number [protected] regarding order [protected].
kindly read and get all the feedback from all your departments and your managers before you call to make sure what you are saying to me.

Thanks and Regards
this e-mail is sent on you website on 22nd feb 2018 7:39pm"""
FROM THE E-MAIL [protected]@gmail.com "

this is the last e-mail i am gonna send and i am expecting a resolve to my case within the up coming 48 hours maximum because i have been waiting for you to help me since 22nd of FEB 2018 and also before that and no one helped

my next step will be putting CUSTOMER RIGHTS in the CC to this same e-mail ..

thank you

regards.

Ghada Hany
Cairo American College
Order # [protected]

Official Complain

Dear Sir/Madam,
I ordered "2x Wrap Around Hinged Knee Brace" which was not used and it was returned in its original status next day of my order through a phone call with the customer service - however, I received an excessive phone call followed by inflexible and unfair email by all means - kindly see attached email below:
Dear Ms Ghada,
We wish to thank you for choosing JUMIA.Your case number is [protected]
Please accept our apologies for this inconvenience, and we are doing our best to improve the service, but unfortunately we cannot accept the product as a return, as the product is matching the specifications shown on the website, and is working fine.and it is unsealed also and you can check our return policy related to this item over our website.and it will be shipped back to you within 5 working days maximum.Best regards

I bought before an unreturned products from Jumia, every time, they call confirming to ship the product after clarifying that it won't be returned back - this practice did not happen this time - over and above the excuse of unsealed Jumia cover does not make sense.

One more thing, this knee brace was for my handicap son - it won't be used since it did not match his case. Both of them are expensive to keep without using, specially we need this money to buy another pair more convenient for him.

I hope that, this complain finds logical action from your side.

Your understanding & cooperation is highly appreciated.

Best Regards

Good day. I bought the above item from Jumia and was delivered 3 days ago. I want to return it since we realized the battery is non-removable and we want one with removable battery. But it was not indicated in the information about the phone and even in the box, there's no way you can tell if it is not removable or not. I requested for return and refund but unfortunately they said they can't request Infinix Store since it was not faulty or wrongly delivered. But it is not what we expected. We ordered it thinking it was with removable battery. How can you help a customer like me since I was just facilitating to order for another person? How can they help me to be refunded or have an exchange? Thank you so much. I hope in selling, they will provide the necessary informations to avoid this kind of incident and no help can be offered to the customer.

On the 24th of april 2017, I got two phones from jamia one of which was my bluboo maya max. With order number: #[protected]. The phone have bn coming up with lot of issues, lk tripping off while using it, atime the while charging frm 34% it suddenly get full bar, and the latest development now is dat the pad is stiff. I sent a mail to bluboo and they told me to contact my seller to provide me with a service center. Please treat with urgency as I no longer enjoy my phone. Thanks as I await ur favorable response

Your services get worse by the second. I ordered an item for over a month now and haven't even gotten a call on why it's being delayed, well now I want the item to be shipped to benin city cause I already left lagos state, the items number is MPDS-[protected]-7517. Try to figure a way I can get it in Benin maybe through one of your agents and am damn sure am paying extra for your incompetence.

On 24th Jan I booked accommodation with Jumia. They confirmed per email and required prepayment the same day via Barclays bank. I communicated to them that I did not have bank access during office hours and if I could make payment as arrival. Jumia called back on 25th Jan and stated that prepayment was necessary. However, I could pay via mobile money.
Per sms I was sent the instruction and paid within some hours at an MTN mobile money point. I received MTN confirmation on the payment and forwarded it to Jumia, all on the same day, 25th. I then wrote messages to the given Jumia Number and requested for confirmation of payment - no answer. When I checked in at the booked hotel on 30th Jan, they had not received any communication from Jumia. Since then the hotel management and myself tried to get into contact with Jumia. From there finally came the message that they had not received any payment. - What else can I do? The hotel questions my payment, I don't receive responses to my various requests.
Does the MTN mobile money account JUMIATRAVEL belong at all to Jumia?

I have booked with Jumia quite often and always paid at arrival. Did somebody dupe me? Maybe MTN could assist, but how?

Laying a complain about a very rude jumai agent at the pick up station in gwagwalada abuja, nigeria she was very insultive using other languages and was very aggressive with me even dragged my package 4rm me o after paymemt over a change dspute she couldnt provide. I make over 100 order on jumia per month if by the next time I come to pick up an order and nothing is done about the poor reception I recived from the client am going end what ever buying I do on jumia. Thanks

Good morning Pauline,

I'm going now to bother you regarding the attitude of Jumia Egypt team and i can't find words to clarify how worst situation that we reached to with them, you're the last person I will contact in Jumia before I record tomorrow a complain towards Jumia Egypt in consumer protection agency, hope to get a solution through your good self, my complain briefly in the below points :

1- I found a good mobile phone at Jumia Egypt website and I decided to purchase it ( order # [protected]).

2- After one week of testing i found that's a good mobile phone so, I decided to purchase another one ( order#[protected]) from same model. (Now we have two mobiles from same model in the same home).

3- At the same day after receiving the mobile phone I noticed a difference in screen colors and the battery is not tolerate comparing with what on hand.

4- Next morning, I decided to return back the mobile phone to Jumia with it's condition that I purchased on and refund my cash.

5- After week I was shocked because I called for assistance and no one follow up the case with me and a series of unprofessional way of treatment with me starts up, currently they insisting that my mobile has no defaults which the fact.

I will forward another email evidencing my case as well, below emails and watch carefully the dates.

Till now they insisted to return the phone again to me with same defaults dispit of the issue not solved and they know I won't receive it. That's why I escalate this issue to your good self looking forward to your help and support to finalize this issue very soon.

Regards.
AHMED IBRAHIM

+2 [protected]

I ordered shipment No. [protected] on 22-12-2017 it supposed to be delivered within 20 days
on monday 8-1-2017 i received a phone call advised me that my order will be delivered within 3 business days but i didn't receive my shippment till now
I sent a request no. [protected] but and marked it as not solved but nothing happened
I sent another request under no [protected], as per customer service agent, "he will contact shipping Co." but till now I didn't receive my shipment

I have received my package today from you with order no. "NC306927261-66032" and I am very disappointed. It contained four passion struck Victoria secret body splashes. I was surprised that all of them aren't well closed (broken) as the liquid was falling from the bottles.

This is not my first experience with Jumia, I have ordered a lot of things before. However, I found it really disgrace that you offer such service and quality of products.

I have dealt with a lot of other online shopping websites and I have never received such service. I will definitely reconsider dealing with you next time, as I don't trust the quality of your products anymore.

I hope this complaint reach someone who really cares about jumia customers and company.. Lately I am facing alot of bad service with jumia and customer service specially the complaint centre (contact me if you care to know it all and all are documented at your side under my mobile number if your team saving it) I am adding extra complaint I order item 3 times and every time it got canceled from yourside because of its not in stock while its still exist on the web site and available on souq.com to with qty 7. Every time I call the call centre they through it on the vendor while finally I reach the vendor and he confirming that the item got canceled from jumia side due to some packing issue last order no [protected]

Shipment no. [protected]
Kindly I requested this bag from 11 Dec 2017 and the expected time from 10 to 20 days to deliver...
Today is 12 jan after 30 days from order and nothing come...
Complained 3 times via jumia egypt with those req. Ref.
[protected]
[protected]
[protected]
But no reply as per cst representatives they did not know where it and did not know when they can deliver the order...
They reply on my complain with full careless and unprofessional way...
They refused to cash back my money or even deliver the order...
That is not first case with jumia egypt as I found alot of complains in social media regarding the same issue...

We need protection from the daily memorial operation called Jomia Egypt as it reflect badly on ur image international

firstly I request the order # [protected] in 27/11/207 and payed by credit card 597 L. E
and its cancelled by jumia for operational reasons as per they told me in 15/12/2017 (I dont know this reasons till now)
and when I contacted the call center they told me that they will make a new order and I will pay cash with discount voucher 200 L. E (the conversation was with one of their representative and he transferred me in the same call to a supervisor called shimaa) and the payed amount (597 L. E) will refund by max 7-14 days as per rules of Egyptian central bank and till today 8/1/2018 they didn't refund me the payed amount so I called their call center hotline today again (hot line 19586), the first call I waited for 8 minutes in queue then some one answered me and the call dropped so I called them again and waited again then answered me (Mr. Mohammed Essam) I told him the story with all details from start to end he didn't gave me any solution for my problem and told me a kept script that I have to wait another period 7-14 days again and when I refuse that I requested to talk to leader or supervisor to solve my problem he told me also a kept script that I cant to talk with any of them via same call and I have to wait for 24 hours again and they will call me also I insists to talk to a leader or super visor but he refused my request to do more than 15 times with a very bad voice tone from him also he refused to tell me about his direct manager name and his reason that is not allowed as per their policy (this call was about 40 minutes)
is there policy cheating customers?
is there policy losing customers rights?
is there policy canceling customers orders without clear reasons and fraud customers money?
thanks

Hello, I got message from jumia pay alert that I should verify 5 digits token number to debit my account which I didn't reply them but after 10 minutes later, I received another text message that my account as been debited of 49, 750 naira which I didn't ordered for anything. I've never done such transactions in my life with jumia. Please I've attach the screenshot of that alert from jumia pay alert.
I contacted my bank and they told me someone used my card to purchase goods from jumia. Please kindly retrieve my money back or deliver the good he purchase to me. My mobile number [protected]

Item: Suade official shoes high-heel ladies shoes.
Order number: [protected]
Price: ksh. 2, 213

Hello, here is my complain.
Around November last year I ordered these red shoes from this seller. It coasted ksh. 3, 000 at the time. Once it was delivered I really loved it's quality. It was perfect except for one thing - it was a size bigger (size 37) I decided size 36 would be a better fit so I returned the product, with the intention to purchase a different size of the same brand, which I had really liked.

I was refunded my money since the shoe was in good condition and I went on the site to purchase the same product but of a smaller size, my right size. To my pleasant surprise their product price had gone down from ksh. 3, 000 to ksh. 2, 213.

Lest did I know it wouldn't be the same quality of shoes. It was a completely different shoe with a different brand. They didn't warn us that lowering their price meant the shoe would be of an inferior quality. I merely thought I was lucky to have found it discounted. I was so dissapointed once my delivery came in. The shoe color wasn't even the same (it was a lighter red, not the dark red displayed that I got the first time), the brand name was even different but most of all, it was defective in that I couldn't walk straight in the shoes AS THE HEELS TILTED SIDEWAYS. The built of the shoe was completely off. They weren't the same shoes. And this is coming from someone who wears high heels comfortably everyday. INFACT I have purchased three other high heel shoes here on Jumia with no issues at all.

I couldn't even file a return since I had already walked in the shoe once.

But this is just fraudulent. They changed the quality of the shoe with a change in price without informing us we would get a different brand of an inferior pair. I am still really upset because my money has gone to waste and I was just becoming a huge fan of Jumia and I was already making many orders. But after this particular incident, it makes me that much more doubtful and shy to make any purchase. The shoes are completely unwearable.

I think the seller should be confronted about this. It will protect others from the same dismay. Regards, Sheila.