Jumia — unethical behaviour
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:
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.