Jumia is an online retail store that sells products ranging from electronics to clothing. Jumia has it’s strongest market in Nigeria and currently the most sought after online retail store in Nigeria.

Looking aside from Jumia’s obvious success, there are some problems they have that currently affect their customer service. Though not so obvious, these problems usually cause discomfort to customers who have cut up with it.

I Personally recently got hit by one of these problems that makes Jumia’s customer service imperfect and less efficient.

Jumia usually Sends the product your ordered after three working days, beginning from the day you ordered it.
Have you ever thought of what happens when Jumia Sends you a product that has a defect.

It takes jumia 10 working days to validate if the claims you made concerning the defected product they sent to you was true, after which they process a refund to you, which is expected to take 10 days depending on your bank.

At this point you begin to ask your self if Jumia’s customer service is really efficient. It takes 3 working days for jumia to send you a defected product in exchange for your money and then takes 10 working days for jumia to send you a refund learn more..

ON JULY 2ND I RECEIVED THE DELIVERY OF A SMARTPHONE I ORDERED FOR JUMIA, ONLY FOR ME TO FIND OUT AFTER 3 HOURS, THAT THE SMARTPHONE THEY SENT TO ME HAD A DEFECT AND THAT IT GOES OF BY ITSELF AND DOESN’T COME ON AFTER A WHILE.

MEAN WHILE I SOLD MY OLD PHONE AN HOUR AFTER I RECEIVED MY NEW SMARTPHONE FROM JUMIA, MAKING THE PHONE I RECEIVED FROM JUMIA THE ONLY PHONE I HAD.

THE NEXT DAY JULY 3RD I WENT TO JUMIA’S WAREHOUSE CLOSE TO MY RESIDENCE TO INITIATE A REFUND.

I ARRIVED AT JUMIA’S WAREHOUSE WITH THE MIND SET THAT I WILL BE GIVEN AN INSTANT REFUND, SINCE I DID NOT HAVE ANOTHER PHONE TO USE AT THAT MOMENT AND ALSO WITH THE MIND SET OF HOW THINGS ARE DONE IN OFFLINE RETAIL STORES WHERE REFUNDS ARE INSTANT.

I WENT THERE RANTING, ANGRY AT MY EXPERIENCE, ONLY FOR ME TO FIND OUT THAT I WILL NEED TO CALL THE CUSTOMER CARE TO CREATE A REFUND TICKET, BEFORE I WILL BE ABLE TO RETURN THE DEFECTED PHONE TO THE WAREHOUSE. AS IF THAT WAS NOT ENOUGH I WAS ALSO TOLD THAT IT WILL TAKE 10 BUSINESS DAYS FOR JUMIA TO VALIDATE MY PHONE BEFORE A REFUND CAN BE PROCESSED.

MY HEART SHATTERED, SERIOUSLY SAD. AFTER 3 DAYS OF EXPECTANCY, MY COUNTENANCE BECAME WORSE.

MY HOPES OF HAVING OF JUMIA GIVING ME ANOTHER PHONE AS read more..

There are good sides, and there are the bad too: all customer relationship breach deserves another chance, problem is, we get pissed whole at the first instance. The other party always got a hit meanwhile too.

like the guy above me said,good side/bad side. i bought a sony bluetooth headset from jumia,the battery did not last anf sound cracked.i returned it and got a refund.strange ba

The time jumia takes to do quality check for the defected products you send to to them is the problem. Ten working days.. that's 2 weeks o

Josh1920:
The time jumia takes to do quality check for the defected products you send to to them is the problem. Ten working days.. that's 2 weeks o

Mine is almost two months now. They sold me a faulty phone and I returned it, ten days after the quality check stuff they called to say that I include a fake used usb cable. Person wey buy phone no go charge am with the cable? The phone wasn't even used for up to a total of two hours and all accessories were returned exactly as they were. Till today they keep telling me to bring the original cable before they would refund me and my 36k just hang for air.

www.nairaland.com/4585826/beware-jumia-fraudulent-ways

Darkseid:
Mine is almost two months now. They sold me a faulty phone and I returned it, ten days after the quality check stuff they called to say that I include a fake used usb cable. Person wey buy phone no go charge am with the cable? The phone wasn't even used for up to a total of two hours and all accessories were returned exactly as they were. Till today they keep telling me to bring the original cable before they would refund me and my 36k just hang for air.

www.nairaland.com/4585826/beware-jumia-fraudulent-ways

Exactly what I am talking about... Jumia customer care service just too cast... The use e days to come for your money in exchange for their faulty product and it's takes Dem almost 2 weeks to return your money

Darkseid:
Mine is almost two months now. They sold me a faulty phone and I returned it, ten days after the quality check stuff they called to say that I include a fake used usb cable. Person wey buy phone no go charge am with the cable? The phone wasn't even used for up to a total of two hours and all accessories were returned exactly as they were. Till today they keep telling me to bring the original cable before they would refund me and my 36k just hang for air.

www.nairaland.com/4585826/beware-jumia-fraudulent-ways

Last last name offline retail store win am

My experience so far with Jumia was nothing to write home about. The last experience was so bad that I just have to admit that I have been the one creating pains for myself. If I'd gone to the market on one Saturday and try to buy what I want, tested it, I wouldn't be treated the way Jumia treated me.
I placed order for a small Tiger generator. the item was delivered and after opening it following day, Lo! and behold small Suzhou T973 generator was in the carton. I couldn`t even pronounce the name at all, I was bending my neck and head thinking the name was written upside-down. Anyway, let me see maybe it could work, as I poured fuel, alas! all the fuel was coming out from only God knows where. Well, I couldn't remove the fuel, nor lose anything to avoid issue. But all the fuel drained in its carton and soaked with 4litters fuel, I changed the carton for a better one. I filed return form and it was picked. Lo! and behold, Jumia called me back and said their Technical team, found out that the package was not returned and therefore no refund could be processed for me. I made them understand the N24,800 cost value of the product I paid for could never be compared with maybe N1,000 value of the carton it came with. The guy said no way. And there is nothing they can do about it.
Nothing was done. Jumia does not have any Quality Assurance team to verify every product being shipped to the buyer online, they do ship anything comes to their warehouse to the buyer. They don`t care about the money paid for the order. It`s better everyone find ways to be going to the market to buy whatever you like. Right there you will see what you want to buy. And you have choices. As for Jumia? In fact I`m looking for how to delete my account from their website.

babadee197:
My experience so far with Jumia was nothing to write home about. The last experience was so bad that I just have to admit that I have been the one creating pains for myself. If I'd gone to the market on one Saturday and try to buy what I want, tested it, I wouldn't be treated the way Jumia treated me.
I placed order for a small Tiger generator. the item was delivered and after opening it following day, Lo! and behold small Suzhou T973 generator was in the carton. I couldn`t even pronounce the name at all, I was bending my neck and head thinking the name was written upside-down. Anyway, let me see maybe it could work, as I poured fuel, alas! all the fuel was coming out from only God knows where. Well, I couldn't remove the fuel, nor lose anything to avoid issue. But all the fuel drained in its carton and soaked with 4litters fuel, I changed the carton for a better one. I filed return form and it was picked. Lo! and behold, Jumia called me back and said their Technical team, found out that the package was not returned and therefore no refund could be processed for me. I made them understand the N24,800 cost value of the product I paid for could never be compared with maybe N1,000 value of the carton it came with. The guy said no way. And there is nothing they can do about it.
Nothing was done. Jumia does not have any Quality Assurance team to verify every product being shipped to the buyer online, they do ship anything comes to their warehouse to the buyer. They don`t care about the money paid for the order. It`s better everyone find ways to be going to the market to buy whatever you like. Right there you will see what you want to buy. And you have choices. As for Jumia? In fact I`m looking for how to delete my account from their website.

Na wa

First of all, for those with bad experience on Jumia, i will like to apologize on your experience.

For those who know me already, i am a proud Jumia Sales consultant and i can say it anywhere. But i will not say because i am a rep for Jumia i will now tell you we are right when we are wrong and vice versa.

Concerning Jumia delivery and payments, we should all know money requires thourough process for the sake of accountability. Of course, Jumia only collect money from you in expectation that the item is perfect, hence, to get it back will definitely pass all necessary processes set down for such instances which cannot be bypassed. Ask banks why you can deposit cash into a dormant account meanwhile, you will need to go through normal process to get the money.

I understand your money should be returned immediately, but we need to know that claims must be verified before return.

I will like to also say this, Jumia don't wish to send fake, incomplete or defective item to you, but they only trust the vendor as they have tested some of their products and confirm they are fine (you know the Nigerian mentality, they will bring out good item for quality check but package nonsense behind when they know many customer will not accept unsealed item, hence, Jumia will not bother to unseal to know the status.

Jumia is just a platform to make sellers meet buyers and the seller can be any of us.

Yes, issue will definitely arise, in fact, i have dealth with several issues for my customers successfully. Using my service will reduce the risk of having issue though, but when it occurs i do my best to get it resolved as it holds me down. I have made countless of orders since over 30 months i became Jumia Sales consultant, but i can count those issues i had and i can only say i was unable to resolve one which is out of Jumia's reach as the item has passed the 7 days return policy period and it has no warranty.

But this is an issue because this customer is a female and you know they most of the time will not listen to you, phones without warranty gives you great specs but you are OYO if anything happens. But people go for them because they are budget friendly and most times many do not have access to warranty as they are not close to warranty location as those even close are still struggling to enjoy the benefit when occasion arises.

I am battling with one issue which i know it will soon be resolved. A customer who bought Gionee A1lite and was returned but the return was rejected as our claims were nullified. But we gave concrete complain again on the phone, being the second return of same phone it will take time to verify our claim, but as usual customer needs his money, however, i have to follow due process. One thing i know unlike those people with unresolved issues is that this too will be resolved as i am in full control.

This is not to say Gionee A1 lite is not good, just like infinix, tecno, Samsung etc, issue arises on one out of 30 pieces. If i share other review you will understand the point.

I want us to understand that even in physical market of nowadays, if your device is faulty you will be told to come back for it in 3 weeks for phone with warranty, nothing like exchange for another or immediate refund, everyone is into business. And i want us to know that it is these same physical markets that are on Jumia as Jumia don't produce anything.

I know there are loads of unresolved issues on nairaland which i have solved some unrelated to me, but i cannot solve all despite the fact that i would have loved to.

Those i have helped never appreciated the effort by trusting me and not Jumia like many of my customers are doing, once i solve their issue they will not even say hello the next minute let alone making order, yet i have used my resources to get their issue resolved.,maybe because i chose quality over sales as it brings more customers for me.

I will still assist solve issues randomly though. No organization without internal issue, it is all packaging. But it is because Jumia eant your issue resolved if any surfaces is why you have reliable and trustworthy Jumia Sales consultant.

@Bamac
You're just keep repeating same problem you've resolved in the past and all that. Fine, I just narrated one problem out of four bad experiences I've had with you people (Jumia). The first issue was a Small Nokia phone delivered and as I plugged the phone to my Laptop, it was showing the former user's name. That's brand new phone. Another phone accessories was assembled and packed inside Nokia case, and sold as a brand new Nokia phone. Another, time a complete rough used mp3 Player was packed and sealed, sold as a brand new product.
On the issue of the fake generator, 3 customer care agents were on it then, they couldn't resolved it, the first caller was unkind and rude to me. While the other 2 couldn't get anything resolved.
You people should go and learn ethics and etiquette from international online shopping stores. I bought and item worth $2,500 from amazon.com the item arrived faulty, I informed them about it. Lo and behold, I was told to return the item, the item hasn't left Nigeria Courier service office when I received message for brand new replacement of same item, it got to me within 4days. I used my money to ship the faulty item of which the money was refunded back to me while the faulty item was on transit back to them. What a wonderful experience with amazon.com there are issues everywhere, but how you handle things of such matters really proof you're a professional in your field and you're competent to handle matters successfully. As Jumia is concerned, they're still crawling to handle customer related matters, let alone business matters.

bamac:
First of all, for those with bad experience on Jumia, i will like to apologize on your experience.

For those who know me already, i am a proud Jumia Sales consultant and i can say it anywhere. But i will not say because i am a rep for Jumia i will now tell you we are right when we are wrong and vice versa.

Concerning Jumia delivery and payments, we should all know money requires thourough process for the sake of accountability. Of course, Jumia only collect money from you in expectation that the item is perfect, hence, to get it back will definitely pass all necessary processes set down for such instances which cannot be bypassed. Ask banks why you can deposit cash into a dormant account meanwhile, you will need to go through normal process to get the money.

I understand your money should be returned immediately, but we need to know that claims must be verified before return.

I will like to also say this, Jumia don't wish to send fake, incomplete or defective item to you, but they only trust the vendor as they have tested some of their products and confirm they are fine (you know the Nigerian mentality, they will bring out good item for quality check but package nonsense behind when they know many customer will not accept unsealed item, hence, Jumia will not bother to unseal to know the status.

Jumia is just a platform to make sellers meet buyers and the seller can be any of us.

Yes, issue will definitely arise, in fact, i have dealth with several issues for my customers successfully. Using my service will reduce the risk of having issue though, but when it occurs i do my best to get it resolved as it holds me down. I have made countless of orders since over 30 months i became Jumia Sales consultant, but i can count those issues i had and i can only say i was unable to resolve one which is out of Jumia's reach as the item has passed the 7 days return policy period and it has no warranty.

But this is an issue because this customer is a female and you know they most of the time will not listen to you, phones without warranty gives you great specs but you are OYO if anything happens. But people go for them because they are budget friendly and most times many do not have access to warranty as they are not close to warranty location as those even close are still struggling to enjoy the benefit when occasion arises.

I am battling with one issue which i know it will soon be resolved. A customer who bought Gionee A1lite and was returned but the return was rejected as our claims were nullified. But we gave concrete complain again on the phone, being the second return of same phone it will take time to verify our claim, but as usual customer needs his money, however, i have to follow due process. One thing i know unlike those people with unresolved issues is that this too will be resolved as i am in full control.

This is not to say Gionee A1 lite is not good, just like infinix, tecno, Samsung etc, issue arises on one out of 30 pieces. If i share other review you will understand the point.

I want us to understand that even in physical market of nowadays, if your device is faulty you will be told to come back for it in 3 weeks for phone with warranty, nothing like exchange for another or immediate refund, everyone is into business. And i want us to know that it is these same physical markets that are on Jumia as Jumia don't produce anything.

I know there are loads of unresolved issues on nairaland which i have solved some unrelated to me, but i cannot solve all despite the fact that i would have loved to.

Those i have helped never appreciated the effort by trusting me and not Jumia like many of my customers are doing, once i solve their issue they will not even say hello the next minute let alone making order, yet i have used my resources to get their issue resolved.,maybe because i chose quality over sales as it brings more customers for me.

I will still assist solve issues randomly though. No organization without internal issue, it is all packaging. But it is because Jumia eant your issue resolved if any surfaces is why you have reliable and trustworthy Jumia Sales consultant.

Returned for the second time Jumia is really incompetent

babadee197:
@Bamac
You're just keep repeating same problem you've resolved in the past and all that. Fine, I just narrated one problem out of four bad experiences I've had with you people (Jumia). The first issue was a Small Nokia phone delivered and as I plugged the phone to my Laptop, it was showing the former user's name. That's brand new phone. Another phone accessories was assembled and packed inside Nokia case, and sold as a brand new Nokia phone. Another, time a complete rough used mp3 Player was packed and sealed, sold as a brand new product.
On the issue of the fake generator, 3 customer care agents were on it then, they couldn't resolved it, the first caller was unkind and rude to me. While the other 2 couldn't get anything resolved.
You people should go and learn ethics and etiquette from international online shopping stores. I bought and item worth $2,500 from amazon.com the item arrived faulty, I informed them about it. Lo and behold, I was told to return the item, the item hasn't left Nigeria Courier service office when I received message for brand new replacement of same item, it got to me within 4days. I used my money to ship the faulty item of which the money was refunded back to me while the faulty item was on transit back to them. What a wonderful experience with amazon.com there are issues everywhere, but how you handle things of such matters really proof you're a professional in your field and you're competent to handle matters successfully. As Jumia is concerned, they're still crawling to handle customer related matters, let alone business matters.

Just like i said, i am not saying Jumia is perfect. If you go through what i said you will understand that all these issues are not directly from Jumia, the Nigeria factor is what is making you have such experiences. Even the customer care representative is frustrated and a typically Nigeria can vet frustration on anything.

Some mistakes are from we the buyers too, we go for cheap products when we even know the price of the quality items. Yes it shouldn't have been displayed if bad, but Jumia cannot check because the seller has been confirmed to have good items, but because he want to gain more he chose to play pranks.

Many Nigerians are not trustworthy, this affect almost all organizations in this part of the country. I have made orders for the hardest person i ever knew, all i told him is "please sir, let ms choose for you" after he sent those ones he wanted. Ever since, he trusted me with even the most difficult items on Jumia because he knows i do my background check and i go as far as calling the vendor to make sure everything is fine, maybe this is why i experience very tiny issue out of 50 orders. Two months ago, out of 180 orders, i had no issue of return and my success rate qas 100 percent.

I am not advertising myself, but i am only telling you that we are the issues with almost everything in this part of the world.

You talk of amazon, if someone else should tell you their worst amazon experience you will pity them and then conclude that not everything can work for you at a time.

Those that responded to you should have been nice, but Nigeria sef is frustrated.

I once was an Airtel call representative, if i tell you what people do when you call for anything you will feel sorry, not because they are not good, but policies are not favourable. The only thing i know i do is to twist my customers because i must always give them good answers, my QA only marked me down once because of wrong tagging, i don't allow issues get to my head to the extent of vetting the frustration on customers. This has helped my career a lot because as a Jumia consultant that i am now i speak with bosses of gigantic organizations which include shell, mobile etc and it is all for orders on Jumia because i also lobby for contracts which as far as i am concerned i have completed them and resllved issues that accompanied some of the deals and those people behind those deals are still coming back.

Jumia is not perfect, but the imperfection id due to the Nigeria factor, and i kust hope the country will change for good, but it starts qith us all.

How many people outside your family can trust you with their money? This is one big question only few can answer, but for me, it is a previledge i guide jealously as i get it everyday. Let the change begin from you.

I sincerely apologize for any inconveniences Jumia service might have caused, i am deeply sorry.

Josh1920:
ON JULY 2ND I RECEIVED THE DELIVERY OF A SMARTPHONE I ORDERED FOR JUMIA, ONLY FOR ME TO FIND OUT AFTER 3 HOURS, THAT THE SMARTPHONE THEY SENT TO ME HAD A DEFECT AND THAT IT GOES OF BY ITSELF AND DOESN’T COME ON AFTER A WHILE.

MEAN WHILE I SOLD MY OLD PHONE AN HOUR AFTER I RECEIVED MY NEW SMARTPHONE FROM JUMIA, MAKING THE PHONE I RECEIVED FROM JUMIA THE ONLY PHONE I HAD.

THE NEXT DAY JULY 3RD I WENT TO JUMIA’S WAREHOUSE CLOSE TO MY RESIDENCE TO INITIATE A REFUND.

I ARRIVED AT JUMIA’S WAREHOUSE WITH THE MIND SET THAT I WILL BE GIVEN AN INSTANT REFUND, SINCE I DID NOT HAVE ANOTHER PHONE TO USE AT THAT MOMENT AND ALSO WITH THE MIND SET OF HOW THINGS ARE DONE IN OFFLINE RETAIL STORES WHERE REFUNDS ARE INSTANT.

I WENT THERE RANTING, ANGRY AT MY EXPERIENCE, ONLY FOR ME TO FIND OUT THAT I WILL NEED TO CALL THE CUSTOMER CARE TO CREATE A REFUND TICKET, BEFORE I WILL BE ABLE TO RETURN THE DEFECTED PHONE TO THE WAREHOUSE. AS IF THAT WAS NOT ENOUGH I WAS ALSO TOLD THAT IT WILL TAKE 10 BUSINESS DAYS FOR JUMIA TO VALIDATE MY PHONE BEFORE A REFUND CAN BE PROCESSED.

MY HEART SHATTERED, SERIOUSLY SAD. AFTER 3 DAYS OF EXPECTANCY, MY COUNTENANCE BECAME WORSE.

MY HOPES OF HAVING OF JUMIA GIVING ME ANOTHER PHONE AS read more..

I don't work for jumia, but there's no where in the world where u can get a refund instantly after buying from an online store. Jumia is an online store, they don't have a shop where u go, pay money and receive ur product like slot. Jumia connects different stores together to make searching for a product easier, just like Amazon. So majority of the things u buy on jumia are sold by 3rd party stores. So when u buy a product from a 3rd party store through jumia and the product becomes faulty, how do u expect jumia to just refund u instantly when u take the product back?

First jumia will need to inform the seller, then seller needs to pick it up and examine before initiating a refund. It's true though that refund process takes too much time than it should, but thinking u can get refund instantly is absolutely out of the question.

Josh1920:

Returned for the second time Jumia is really incompetent

You ahould have asked qhat led to that. For return, Jumia or any online/physical store will only check what you complained about. My customer gave me the precise issue the secpnd time, Jumia only confirmed ahat ee complained about the first time and found out no issue ad regards that.

I alsays makes sure i get the main issue frpm customers to assist me do my job effectively.

The fault in any item can occur anywhere not excluding physical store.

I am not aftaid to answer any mention here because i do my job effectively amd quality matters to me because the quality breeds more huge referrals.

bamac:
You ahould have asked qhat led to that. For return, Jumia or any online/physical store will only check what you complained about. My customer gave me the precise issue the secpnd time, Jumia only confirmed ahat ee complained about the first time and found out no issue ad regards that.

I alsays makes sure i get the main issue frpm customers to assist me do my job effectively.

The fault in any item can occur anywhere not excluding physical store.

I am not aftaid to answer any mention here because i do my job effectively amd quality matters to me because the quality breeds more huge referrals.

Hope jumia dey pay u well

Josh1920:

Hope jumia dey pay u well

well, i am full time sales comsiltant and to know that i earn plenty, i don't charge my clients extra and i usually reject tips when customer offer me, my customers here can testify to it.

I am earning in 6 figures, but i know it can be better through hard work or even better pretty offer.

bamac:
well, i am full time sales comsiltant and to know that i earn plenty, i don't charge my clients extra and i usually reject tips when customer offer me, my customers here can testify to it.

I am earning in 6 figures, but i know it can be better through hard work or even better pretty offer.

Jumia COMSILTANT, earning in six figures.... That's nice