Jumia Kenya Avis 

The dispatch department has a guy Called Shadrack who was very rude to me. All he mentioned was he knows the company policy. I'm disappointed in customer experience support and this is the last time I'm ordering from Jumia for real. Once my refund is settled I will delete the app. To hell with bullshit of Shadrack and his ilk.

Worst place to do online shopping,the team working in jumia they can't solve a missing package or process refunds .They send automated message they have no solutions when you are on the edge of loosing money due to investigation that they don't even do .

Biggest low life scum on the face of the retail planet. I ordered a portable fridge that arrived with no power pack very specific to the fridge. Its selling a car with no engine. Guess what guys, they refused a refund or a return. The fridge is now an expensive bin. I bought many electrical goods and the all burnt out or exploded 🤯 The algorithm doesn't even work, it shows anything but what you're looking for. Total low life dogs!

Jumia delays stuff only to bring them faulty with glitches again delays return they really don't inspect products , I bought my pro 5s pods the left one could talk like power on but as soon as you connect it and place it on my left ear it disconnects immediately wara those

Buyer beware! Once you buy at Jumia, you are entirely at their mercy and they have a HORRIBLE, horrible, horrible after sale process (based on my experience). They have so much drama and so much friction for even the simplest of issues. A sinking ship IMHO. This is not the Jumia I knew. My guess is that the founders likely cashed out and bailed after listing on NYSE and what now remains is the dying company that seems to have zero direction. I predict a spectacular corporate collapse in the near future.

Don’t Do It!!!
They deliver anything old to you, not what you ordered.

Thieves at best.

I got double charged on a cancelled order due to failed card payment. Their support team ghosted me.

SCAM WARNING Misleading prod details you can receive any product and you cant refuse.
Bought Redmi 15C By Xiaomi Smartphone, 6.88 with
Key Feature 8 GB RAM, 128 GB inbuilt.
But received 4 GB RAM. So I sent it back after 40 min received it. Jumia reject my refund saying '8gb which means its 4 GB +4 GB extendable' and return the phone back to me.
NOT recommending shopping JUMIA

Prices are affordable and there r pick up stations in different regions ... haven't bought anything yet but I look forward to it

Bad experience, poor customer service

We are extremely disappointed and frustrated with Jumia regarding Order Number 346858817 for a 55" Vitron TV. This has been one of the worst customer service experiences we have ever encountered, despite being loyal customers for over four years and spending over KSh 2,000,000 on the platform during that time. This is not how you treat long-term customers.

To begin with, the customer care is completely unacceptable. We were disconnected twice while trying to explain our issue—clearly showing a lack of professionalism and zero regard for customer concerns. It is shocking that a company of this size handles complaints in such a careless and dismissive manner.

We received the TV on 12th February 2026 and tested it on 13th February, only to discover that it was not compatible with our PS5. To confirm the issue, we tested the same PS5 using a 43" Ailyons TV, which worked perfectly without any problems. This clearly proves that the issue lies with the Vitron TV, not our console or HDMI setup.

We initiated a return on 14th February 2026 and physically dropped the TV at a Jumia pickup station, where the return was successfully confirmed. However, the status remained stuck on “return under review” for nearly two weeks, which is already an unreasonable and unacceptable delay. When we followed up on 28th February, we were shocked to be told that the return had been rejected and the TV had already been sent back to us—without any proper explanation or justification.

After receiving the same faulty TV back, we tested it again and confirmed the issue still existed. To provide clear evidence, we recorded videos showing the Vitron TV failing and the Ailyons TV working perfectly with the same PS5 setup. We then returned the TV again to the pickup station.

What followed was even worse—complete lack of coordination and accountability from customer service. We communicated with Vivian Tumaini and copied Irene Muturi in emails, yet no concrete solution was ever provided. Responses were delayed, vague, and unhelpful. This poor communication directly caused unnecessary delays, eventually pushing us past the 7-day return window—something that feels extremely unfair and possibly deliberate.

Additionally, the product description was misleading. At no point did it clearly state that the TV may not be compatible with devices like the PS5. This is critical information that should be disclosed to customers before purchase. Selling electronics without proper compatibility details is irresponsible and misleading.

To make matters worse, the TV comes with a 14-month warranty, yet Jumia has still refused to take responsibility. They have not offered a refund, nor have they offered an exchange for the TV—leaving us stuck with a product that does not serve its intended purpose.

Overall, this experience has been exhausting, disappointing, and completely unresolved. We strongly advise anyone considering purchasing electronics from Jumia to think twice. If you encounter any issue, be prepared for delays, poor communication, and ultimately no solution—just like what we have gone through.

This is not how a reputable company should treat its customers.

I hate that you cant order products from them and receive the same day. You cant rely on them if you need something urgently you have to wait for a week or even weeks

Delays! The shipping is always delayed and arrives days later after the given period. Switched to Kilimall and I've never regretted it.

They delivered a product completely damaged, then refused to refund because the packaging was also damaged 😂

Cheap for a reason, avoid.

Garden hose pipe was advertised as being 100 ft long. It was just over 40 ft long. Customer service wasn't the least bit interested in making it right. Be very cautious when making purchases from this online retailer. Discovered the issue a few days after the allowed return time.

Just wasting of your time using that website. For 8 things I've ordered (my first experience, ordered more staff to home), I needed to send back 5 of them. They don't care about protecting shipping, items received demaged. Some of items are just different then described. No help from jumia. I will never ever use that website again!

The refund process it hectic… they take more time to refund after saying that it takes 24hrs if the payment was through mpesa.. but they don’t do it and you have to follow up with them for them to say that there was a technical problem and it will now take 24 to 48hrs!???? They did not call to inform that,I had to be the one following up .. Jumia style up!!!!!

I have been receiving packages in the past to my door and suddenly I was informed that they don't deliver to my location. I received packages as late as over Christmas and now they refuse to deliver inspite of me agreeing to pay a premium. Absolutely pathetic service.

Buyer beware. I had a very unpleasant delivery experience whereby I made my order and indicated home delivery but Jumia rider declines to deliver as indicated on my order, and customer care is of no help in this. If you are looking for convenience kindly note that this may not be the case with Jumia.

I am from the Czech Republic and I have children in Kenya. I ordered some gifts for Christmas, which my wife picked up. She didn't open them and left them as a surprise for the children, so the 7-day return period has expired. Unfortunately, there was also a gift in the package that was much cheaper, a children's basketball hoop. We didn't want to return the product, but the price difference of 3000 ksh, but Jumia refused, saying that we were already after the 7-day period. I say it's theft.