Jumia
reviews and complaints

Last week Friday, 10th July I ordered a fridge which was supposed to be the following week. Hence, I decided to stay in doors waiting for this particular delivery. I got so dissappointed when I got a message at 11:30 or so PM from Jumia informing me of their inability to get me the product because it's out of stock. Because it's a fridge, I paid in advance which is actually my first time doing that and this happens. Now they are like I need to WAIT 48HRS to get back MY MONEY. How does this make sense. First of all you waste my entire week and I've got plans of my own. You need to atleast consider me and the inconveniences you might have caused. I didn't even receive my order. The money should have been given to me the very same day the order was cancelled to compensate the customer. After disappointing me you expect me to be patient enough again to wait for my money. Please the message came on Wednesday, 15th July and waiting till today which is Friday is enough. I don't want the Money next week, I want it now because I know you don't work on Weekends. I've got my plans and I won't let you ruin that for me. It's poor customer service to me.

HI

I ordered 3M 8210 Plus masks from JUMIA Egypt.
I received the masks and I was supersized that they looked different from the original I know.

So I check 3M website and noticed that the 3M 8210 Plus strap is made of dark yellow tissues, while the masks send to me have a strap made of yellow plastic.

Of course the strap is not the issue but this means one thing, it is not manufactured by 3M.

The strange thing is that I noticed the (Lot# number) starting with 10! which means that it was manufactured in 2010. So it is actually expired masks!

Ironically Jumia refused to return the masks!
Can you help? I think this is not acceptable.
I attached photos.
Thanks

Order Number ‎[protected]‎
Name : Khaled Bedda

Why would you call the client in the morning to get to the delivery station bt a different one citing mirage not covered and ask one to avail themselves in 15mins failure to that you were going to leave and reschedule again which is not possible since it was your fault for agreeing to a certain pickup address only for you to refuse to get there. This is so frustrating 😤

RE: Jumia Order [protected] has been confirmed & shipped.

I WRITE TO ASK FOR THE DELIVERY OF MY ORDER THAT WAS;
1. Confirmed
2. PrePaid for
3. Emailed to have already been shipped over.
4. Shipped over from ( T360-101A Jinhua DianZiShangWu) shipping order No. [protected]
5. DELIBERATELY Swapped by the trader in Kenya or at the warehouse.

I wish to receive my items and not to be refunded.

P.s Below attached pictures for proof of item ordered and delivered. Also fictitious letter claiming hinderances (lies) for lack of delivery, against receipts showing otherwise.

I am a firm believer in the above board business practices by JUMIA. Hence believe the trader swapped my order in order to resell at a higher margin.

I ordered for a sneaker on Friday and was delivered to me today, but on opening the package I discovered that the goods delivered to me was of different color with what I ordered. I ordered for a pink sneakers and onion color sneakers was delivered. I'm sending this complaint message to know how to go about changing the sneaker to pink color.

Thanks.

I placed an order for a syinix front loading washing machine and paid for it on 18th December, the order number for the item was [protected]. Four days after the order was canceled. I called the customer support and they promised to reorder the item for me after confirming my payment reference number, which they did with a new order number [protected] on 23rd of December. 5 days after the order was again canceled. I called customer support to complain and I was told that the cancelation was due to item being out of stock and that I would be refunded within 48 working hours. Since 28th December 2019 to date I have not received my refunds. Please look into this matter urgently. Thank you

Please, take my complaint seriously. I talked to Jumia Egypt so many times but nobody cares, as if every worker does not care for the reputation of the company.
I ordered pair of shoes lately. As usual, the order arrived with two different shoes as attached in the photo. This is not my first time. I had that experience with Jumia Egypt three times before with different items. Every time I have to make a return and waste my time because of the irresponsible work of Jumia Egypt employers.
Why do not you have someone honest to review the order before packing and sending it?!
For anybody with eyes, he would know that the order is wrong. But they insist to send without any care for my time and nerves.
Order number [protected]
My name: Hossam Gamal
Phone: +[protected]
Please, take my complain seriously. I am really fed up with Jumia Egypt
Thanks

Dears
I'm writing to you as I'm suffering from Jumia Egypt online shopping as in 11 Dec I submitted a request to purchase adidas Shoes with discount 50% and I already paid through my credit card
Order No [protected]
In same day I'm was trying to purchase another adidas shoe with a discount I'm trying to proceed the request more than 4 times and every time the system cancel the transaction due to payment error however I already purchased by using the same credit card before also I sent many emails to Jumia Egypt in these times to confirm my transaction and request from them to proceed it and after 2 hours from refusing to proceed my request the shoe price changed and be the double order under Numbers ([protected]) ([protected]) ([protected]) ([protected])
Unfortunately after send many complains to Jumia Egypt and contacted them they ignored me without any response) I just request the shoe from them with the old price with any payment method they will request)
Unfortunately also I received today a massage that they can't prepare my order that already I paid it using my credit card and they confirm the transaction (1st transaction [protected])

I love Jumia and I love your products and offers but these cases made me very sad and I just want an action to protect me rights as this will effect to your company image in Egypt

Waiting your care

Mobile Number : [protected]
Email : [protected]@hotmail.com
My name : Mina Danial

The cooker was delivered without wheels/ stands therefore affecting the mobility and exposing the cooker to rust.

In this regard kindly ensure you deliver the subject wheels/ stands to ensure the product meets the characteristics specified and fit for the purpose intended.

I look forward to having the same addressed.we can alternatively the same from one of your shop in Nairobi.
For further clarification on this matter, kindly contact Carol on [protected] .

Thank you.

Good day please I did a transaction with jumia one app and it is still pending but the money have been deducted from my account. Please this is the reference number 5ES9W6 please refund back the money or cancel transaction. And my customer is waiting for his token please either refund or send the transaction token I await your response. This is the meter no [protected]

I am extremely disappointed in you service. At first you cancelled some of my times few days after I made payment. Secondly you were supposed to deliver my items to me between 15-17th of October and you didn't. Instead of you to call me and at least let me know regarding your delay but you didn't. You have caused me to lose a project that I am working on. I will never order again from you because you are not honest at all.

I have bought many products with Jumia Kenya and I have never had a problem. This time round I contacted the customer care team to ask about the status of my product for more than 4 hours and nobody would tell me anything. They were very rude especially some female one who calls after you make an order had the odesity to speak to me like she is being bothered. Your customer care team has got no training. All they know how to do is secure payment. But after Jumia receives the money they no longer care about the customer. I will never ever order anything again from jumia Kenya.

Dears,

I would like officially to fill my complain and I hope that there is a quality control department who respect clients, meanwhile I have decided to send this email as final step before take my legal actions against your company.

On Sep, 8th I have decided to buy Camera for my son on his birthday and he selected Nikon Z 7 which was available on your menu and I have already on the same day noon time proceeded my order and I have received the following information;
Jumia order # : [protected]
Payment Fawry: [protected]
On the same day I have paid Fawry office amount of 40.517 EGP and I have received confirmation # [protected].
Also, I have received Jumia Pay confirmation that my payment was successfully completed and when I have tracked my order with the following massage. My order will be delivered on Tuesday or Wednesday.
But within the above-mentioned process I have received today massage on my phone # [protected] informing me that my order was cancelled without any other details.
To find more information I have called 19586 at 2:57 and I had the chance to speak with Mr. Mohamed Ibrahim from call center, and I have asked him if the conversation will be recorded or not and he confirmed that all clients call will be recorded.

I have sked him to clarify my order and he put me on hold, and he returned back to me with several different stories which and all of them against each other:
In the beginning he tried to convince me that the shipment already came to Jumia and quality control checked the shipment and they decided that the Comer was not in a good condition and they decided to return back and cancel the order( here I have big Q for your management team: how come your call center informing me with this kind of information referring to Nikon agent in Egypt as they are not professional and they don't know what they are doing and they are shipping bad cameras for their client( This defiantly can put Jumia in deangurios if Nikon dealer know' s about this statement as well as Nikon reputation in Egypt)>
His second story about why the order was canceled was "the order was canceled due to the fact that camera that I have ordered is out of stock" one more time he created another story which can harm Jumia reputation it-self and give me bad impression about how the company deal with clients with client and dealers and how orders management system is working.
By the end I figure out that Mr. Mohamed Ibarahim is not qualified enough to deal with this issue and I have asked him to refer me to someone who I can talk with and after put me on hold he came back and told me that someone will call you to follow-up within 12 hours or maximum tomorrow morning and as I have expected no one called me and I don't think that it will happen because now I have better understanding to the system in your company.

All what I am asking for the time being to know why my order was canceled is it Jumia data base system or Nikon dealer in Egypt before taking any action,

Am not happy with costumer care approach on this product I ordered the Tv and it was delivered on 29th of last month, I did check it because I traveled when I came back I discovered that the Tv is having factory fault of which it's not displaying picture and the settings on remote is not working as well.I called the jumia service center of with I was directed to shop not service center because the Tv is still under warranty 1year.Am tranded because I ordered the Tv for mum

jumia egypt customer service isn't qualified to deal with customers and i bought product from jumia joyroom AirPods the case was empty i contacted them n have no help from them i need to have my problem solved they refuse to get this product back they ended the call with me with bad way n told me the manager will call you he didn't i want my money back i won't deal with jumia again i don't trust this anymore

Good morning Team,

I'm so unsatisfied with the activation and the installation of DSTV purchased from your online store. During installation by the the installation, the expertise discovered that the decoder has not been activated and also that subscription is not active on the decoder, which I had paid for.

Below is the information and details of the package

IUC number on decoder to enhance activation: [protected]

Package details
Reference number [protected]
You ordered for:
Submit
Full Kit HD Decoder + Dish + Compact Bouquet + Cable
1
₦ 14, 999
SHIPPING COST ₦ 590
DISCOUNT ₦ 500
TOTAL ₦ 15, 089
PAYMENT METHOD Prepaid

Dish was delivered on 26 of August 2019

Kindly ensure the package is activated before the end of the day.

Please treat as urgent. I'd be active if you have any questions you may want to ask via mail or phone ([protected])

Regards,
Oyebola Kehinde

Please the contact on my shipping address pls use this [protected] or [protected] to change the number on the shipping details the line there is no more going through sorry for the mistake i have two items that is yet to be delivered a sneaker shoe and ladies heel please use it for the two items please these are the item number :[protected], [protected]

I issued order 5th of August and after a week I got my order delivered status without fiscal deliver so I fixed complain about it and after 2 days customer service was issue return fundamental 2 parts
1- bank fund with +1500 EGP
2- voucher with 151 EGP
And I complained for not receiving my voucher and told me we will try to make it today wait call or email but not happened so I called again and told me we add it for pay wallet try it and we will back later today
Although I haven't wallet provider or any information about using it
However I told your customer services I need this item quickly and urgently and need voucher to reorder yesterday cause I need it before next Saturday but I got none care from your care team
Please I need my voucher to send back to bank account at it was refund from my order I got fake item
And it will be last time I deal with jumia

The Jumia app states that Jumia global orders over ₦2.500 would be shipped economically for free, and here I have my price summary and it's quite confusing. Because I've always orderd on Jumia global before they Introduced the free ecomomy Shipping, the global shipping charge which is ₦600 was always visible for customers to see, but now all I have is the local shipping charge (Doorstep delivery) and hidden charges? It's crazy.

I have been trying to get hold of Jumia Group in Kenya, I need an invoice for Dell computers as I made a purchase on Jumia Kenya site. They need the invoice because according to them the warranty has expired. This is also incorrect as we still have a few months left. They are going off when Jumia Group purchased the laptop, not us. The invoice your team recently sent me is so bad half the information cannot be made out. I have sent a mail and I have tried calling. I spoke to Cynthia who sent me a very crappy copy which dell cannot use. I then spoke to a Peter who said he was going to send one but did not. When i called all he said was it would have been the same copy as before. The fact that I am running in between Dell and Jumia is unbelievable. The level of service is astonishing and really pathetic. I really need this resolved ASAP!