Jumia Fails At Customer Care And Delivery
Online shopping and delivery service Jumia (formely Kasuwa and Sabunta) is already failing at deliveries barely 6 months since its launch. Here’s the story of a disgruntled customer who doesn’t wish to be named. Let’s call him “John”.
UPDATE: We have been reached by a Jumia staff member who has offered to speak to John and fix the problems. That’s great.
John ordered a laptop from Jumia’s website and paid via his debit card. The laptop was delivered 5 weeks after the promised delivery date. When John eventually opened the laptop, he found out it was running Linux as opposed to the Windows 7 description on the website. The laptop also had a smaller hard drive space than what was displayed.
John, like any other customer, assumed it was a mistake and reached Jumia customer care. Jumia then promised to pick the laptop up and install Windows 7 for him. This sounds great right? No. Not really. Jumia then went ahead and informed John that his hard drive will not be upgraded.
He was also told he’ll get the replacement on Monday September 24th. It’s September 27th as I draft this and John still hasn’t gotten the laptop he ordered for.
So I’ve got a few questions for Jumia.
1. Did John not pay for a larger storage space than that which he got?
2. Why does Jumia keep displaying things it doesn’t have or can’t get on time? They put up an iPhone 5 ad this morning and we can be very sure they don’t have it.
3. Does Jumia understand the legal implications of its actions?
Jumia’s actions and poor service (if they continue to act in this manner), will drastically reduce the confidence of Nigerians in e-commerce services and hinder the progress of businesses who only display products they already have.
Jumia clearly cannot be “Nigeria’s Amazon” or “Africa’s Amazon” if they keep up this attitude.
Have you ordered or purchased anything from Jumia? Please let us know about your experience in the comments section.