Report by: Julius Report ID: 73 9th January 2018 Views: 177 Category: e-Commerce >> ;

Jumia Kenya: REFUND ISSUE - Didn't deliver item purchased, won't refund my money.

I bought a phone for my uncle online a week before Christmas and paid on checkout. I selected the express delivery option so he could get it in good time. I received two emails and three texts asking me to pick the item up at the post office. I checked everyday for a week upto and until the 24th of Dec. Item was not in the post office delivery book & hadn't arrivedm I spoke 2 times to Jumia reps via their care numbers and both Faith & Amanda assured me that after my cancellation I would get my refund back before new year. I opted to follow up via Twitter and got m share of apologies and reassurances that my refund would be made.  was informed at first that the finance guys were looking into it, then that they were liaising with the courier guys then that they just didn't know. I have followed up. Yesterday I was informed via Twitter that the item would be arriving at their warehouse today then i'd get my refund in 48 hours. Post office called me today and asked me to come collect my item. Ofcourse am kilometers away, aware that a cancellation has been done as  have been informed countless times and via email last year and yet the post office have the item that was in a warehouse today as well. So Stella called (0711 011 055) an hour ago. No cancellation was ever done, product was delivered on 18th Dec (to where? records are different at post office last i was there on 24th) and that she would cancel my order right away and I would get my refund in 48 WORKING HOURS. I don't buy her lies. Got a free voucher this morning from Jumia name spelled all wrong, I complained I didn't want it & they sent me another with the name spelled out correct. I just want my money back. They embarassed me by having me keep someone in abbeyance for a gift that never came & I broke my uncles heart because I refused to accept Jumia had screwed me on order #308741569. In 2014 they did the same thing to me. I wanted them to swap me an item for a bigger one and several back & forths later it was 2 months and I threw the item away in frustration only for Jumia to call with 1000 bob voucher. I never took it and swore never to buy from them. I gave them a chance again & now they not only didn't deliver but they won't refund my cash so I can get closure. If someone could help I would appreciate.

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