Jumia Kenya Reviews 119

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.

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.