Jumia Kenya Avis 

I am extremely disappointed with Jumia’s customer service and refund process.

Over one month ago, I paid for an order using my card, and the payment was successfully charged. However, the vendors kept cancelling the order repeatedly. After multiple cancellations, I opted to have my money refunded (initially even agreeing to store credit because I still wanted to shop with Jumia — a decision I now regret).

Since then, I have called Jumia customer care countless times using a non–toll-free number so they keep making money even when we're frustrated, and every single time I was forced to repeat the entire story to a new agent Despite each agent lying that they had updated my account with notes to avoid me having to repeat every single detail.every.single.time. Despite being told repeatedly that my issue had been “escalated to Finance,” I later found out that no escalation or ticket existed at all. Liars should definitely be replaced by AI.

Different agents (including Paul, Larry, John, and another female agent) all gave the same assurances — yet nothing was done. On my last call, I was promised a ticket confirmation email, which I never received. Even WhatsApp support left me on read. Even their AI is glitched!

To be very clear:

* I am NOT asking for a voucher
* I am asking for a full refund of MY money that was taken from my card.
* Hearing “voucher” repeatedly when it does not apply is frustrating and dismissive
* I have given Jumia multiple chances to resolve this professionally

It is unacceptable and unprofessional to keep customers in circles for over a month, with no accountability, no ticket, and no refund.

This experience has completely eroded my trust in Jumia. If this is how card refunds are handled, customers should be warned before shopping.

Until this refund is resolved, I cannot recommend Jumia to anyone.

— Alvina

Allows anyone to sell on their platform and has no vetting process for sellers and when I ask for a refund they refused

My gf ordered lithium battery 4 days after purchase the order canceled by jumia, the said we will get a refund after 24 hours, we called the next day it was 48 hours the third day we were told the money was returned in the wallet account and it will take 72 hours again to be returned,why did they send the money to the wallet and we paid by mobile money last poor and disrespectful customer service/attendants.

Jumia is the best place for order and deliver on time, and also trustworthy.

Thieves. Liars. Criminals.

I ordered a monitor. The monitor screen was flickering. I returned it, they lied and said it was working fine. Then refused to give me a refund.

I recorded a video beforehand of the monitor flickering and sent it to Jumia. Jumia told me they cannot watch the video because they have "network issues". What a lame excuse to make. Very unprofessional. I know it's just a lie.

I recorded video evidence of the monitor screen flickering. Jumia refused to watch it. This made it clear to me that they are scammers and cannot be trusted.

We ordered some items and they sent the incorrect order and refused to pick them and refund us. AVOID USING THIS COMPANY.

90% of what I buy on Jumia is fake. My last purchase was a novel which was in fact a photo copy of the origional. Jumia sells so many fake items and they do nothing to remedy it. Its a dumping ground for cheap fakes into Africa.

Received fake products. Please stay away from this company.

I am extremely disappointed with my recent experience shopping on Jumia. I purchased a mop that turned out to be defective from the very first use — the sponge detached, the head toppled over, and the mechanism did not work as advertised. It was completely unusable.

When I filed for a return (with video proof), my request was unfairly rejected with the excuse that it “broke during use.” Jumia claimed they would send the broken product back to me, but it was never delivered. On top of that, they ignored my follow-up complaint, and I was left with no refund, no store credit, and no product.

This experience has left me feeling cheated. It is unacceptable for a platform of Jumia’s scale to sell such low-quality products, refuse legitimate returns, and then go silent when customers raise valid concerns. Right now, this feels like a scam — I paid for something I cannot use and got nothing in return.

Jumia urgently needs to improve both the quality control of its products and the way it treats customers. Based on my experience, I cannot recommend shopping here.

I was scammed.fake products/ damaged. I ordered scientific calculator worth 1300 ksh and surprisingly it was damaged and not working. I parceled it back to the nearest store and only to get a response that , that item wasn’t from them. So disgusting and uncalled for. Complained to the customer care, they created another return but never heard from them till now and that’s how I was scammed.

Poor customer support. How can an order be 11 days late?

Thieves I bought tablet for my son it was not working and sent it back instead of sending back my money they ignored my massages

They sold an electronic to me. It was so basic unlike the actual brand. I returned it a day after and they said they'll do a quality check just for them to dismiss my complaint and term it as user preference yet all other tvs of the same brand function different from the one I bought. Such a disappointment!

it takes 5 days for them just come and tell you the good is out of stock and cancel my order
am so disappointed with their delivery services
its not fair at all

I have purchased items from jumia before and everything was okay..... But I ordered one 4 days ago and I am still waiting for delivery, despite the fact that it wasn't shipped from abroad...... They are to slow and their delivery guys are liars. I won't be ordering from them and I do not recommend them.

Purchased an item a 5*6 quality mosquito net and stand only to get a pathetic 4*6 low quality mosquito net and stand. On the mosquito net and stand delivery on the app it shows that my item is ready for pickup while it is already delivered such that I can't make a return.Have always purchased through Jumia but because seems so intentional I will NEVER order with them again. I ADVICE EVERY CLIENT IF YOU HAVE BEEN ORDERING FROM THEM THEY ARE A TICKING TIME BOOM AND YOU MIGHT BE A VICTIM ON AN ITEM WITH A VERY HIGH AMOUNT

Worst customer service ever no integrity.
I made an order and it was supposed to be a door delivery.The delivery agent suggests a delivery point far from where iam which was an inconvenience for me. I used to get my deliveries at the same spot before.The delivery agent went ahead and actually told me to go to their delivery pickup pont in town to collect the package myself which is very disrespectful.I called customer care they assured me my issue was going to be sorted only to recieve an email that my order has been cancelled and the delivery wont happen.

Scam I will never order anything and I urge everyone not to waste your money very bad quality items but if you return same hour you will never get your money back I lost 6800 Kenyan shillings very disappointed

Timely delivery and great cutomer service. If only all online sellers were like Jumia. Kudos!