It is hilarious but also sad and goes on to show that online shopping in Kenya has along way to go.
A Twitter user by the name Baby Gal (@GalgaloNanjie) ordered a Generic 7A Brazilian Full Lace Human Hair but instead received a strand of hair from Jumia.
There are numerous stories online of people ordering one thing and receiving a completely different set of goods.
— Bₐᵦᵧ 𝓰ᵢᵣₗ 💛💫 (@GalgaloNanjie) December 4, 2019
However, in Kenya and Jumia in particular, this habit seems to be rampant.
Their customer care and goods delivery services also have a long way to go. For example, see the complain below:
Jumia Kenya I ordered about 15 items on Friday. Have received calls from different riders each delivering a single item. So I expect 15 and riders. Very inefficient delivery system can’t even get to customer service to complain. Never again Jumia.
Jumia replied, ‘As we are a marketplace, the items come from different sellers hence when your order contains multiples items, Jumia delivers the items in separate packages, as soon as they reach our warehouse’.
Some people also argue that in order to increase profit margins, Jumia sometimes sells fake products. Look at the complain below lodged on 8th November, 2019
‘Jumia Kenya Are you in the business of conning customers now? You sold me a fake/generic perfume. I called to complain, now someone is asking for the original packaging. How would I have know its fake without opening it???’
Jumia never responded satisfactorily, they only apologized for the experience and promised to get back to the client.
Back on the poor customer service, a client of Jumia Kenya complained about it on 5th November, 2019.
‘ Jumia Kenya How can customer care people be so unprofessional?I have called and spoken to an individual called Anne and she is just laughing on the phone while I make my enquiry.When I proceed to complain she hangs up.Yet u claim your phone calls are recorded’.
This is just one of such complaints.
Jumia on its part replied to the complaints stating the following
‘(customer name), our sincere apologies for the experience. We assure you that we are following up on this issue as this is unacceptable. In the meantime, kindly state the issue at hand and we will be glad to assist on this platform’.
With poor customer service, some clients will never come back, no matter how slight the issue is.
It is important to note that Jumia has closed shop in two countries i.e. Cameroon and Tanzania. The reason they states as ‘they need to concentrate on other markets’.
How will Jumia survive in Kenya with such lies.
LOL, an African startup listed on New York Stock Exchange (NYSE)
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