Hi Cyprian,
Thank you for the awesome job you are doing in exposing the rot and corruption in this country. I would like to bring your attention to some crooked dealings as at the online seller Jumia Kenya.
I have been a good client of Jumia Kenya for 2 years. A recent incident, however, has made me realize that some of the delivery agents that Jumia uses are thugs and Jumia Kenya is aware but they are just complacent and not willing to do anything about it.
I ordered motorcycle indicator lights and I was alerted that they would be delivered on Saturday, 27th July 2019. Unfortunately I was away in Kitui on that day and told them to deliver them to me on Monday. Hence began my tribulations.
Come Monday, the delivery guys (I was being called by different people) called me everyday until Thursday, 1st August 2019 but never, ever showed up to delivery my package on any of the days despite giving clear directions everytime. They would just call because apparently, it is one of the questions asked when rating a Jumia driver so they needed to cover their backs. On Friday 2nd August, 2019, Jumia sent me an email saying that my order had been cancelled due to non-delivery.
I tweeted, facebooked and emailed Jumia to complain for cancelling my order due to the negligence and incompetence of their delivery agents and they just told me that there is nothing they can do because they had already cancelled my order. I told them that on no one single day did any of their delivery agents come to deliver my package despite calling everyday but the Jumia customer care were least bothered and did not care.
As we speak, my order has been cancelled and I am supposed to get a refund which I am still waiting for. I have thought about this incident and here is my theory.
The delivery agents at some point realized that my package contained motorcycle indicator lights. Being riders and having motorcycles, they decided that they want my motorcycle indicator lights for themselves by calling me every day but never showing up untill my order was cancelled. Once my order is cancelled, they would then manouevre behind the scenes in collusion with Jumia staff to get my motorcycle indicator lights.
On my side, Jumia customer care just tells me the motorcycle indicator lights are in there warehouse awaiting shipment back to the suppliers abroad. This does not make sense as I am left wondering why someone would go to the trouble of shipping back motorcycle indicator lights costing Kshs. 400. Hence my theory that Jumia will not ship back my motorcycle indicator lights but that somebody is going to get them either among Jumia staff or the delivery agents.
I believe I am not the only one to be mistreated and mishandled by Jumia Kenya like this and that if you highlight my plight, many more disgruntled and unhappy customers will emerge and we will expose the thugs at Jumia Kenya and their delivery agents.