Jumia Kenya Reviews 

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.

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