I had a similar experience.

Since I consider myself an innovator, I decided to try out the Jumia system and stress test it.

I bought 3 products, and two did not meet the specifications. One of them was clearly not what was advertised, so I returned the two items and remained with one. I was advised by Jumia that its best not to pay for an item if it does not meet your specifications. Open it before you pay the rider. But my refund is being processed. The positives are: you can pay on delivery, their customer care responds to emails, and refunds are processed.

Despite the hiccups, we as changemakers should believe in the system for e-commerce to work.

---

Beverly from Jumia Customer Care(Jumia Kenya)

Jul 26, 12:13 CET

Dear Mwendwa,

We hope this Email finds you well. We confirm that your returned items under order 301887792 went through the quality assessment process and our finance team ic currently processing your refund to be sent to you via Mpesa within the next 48 hours.

Please be advised that the message will come from E-cart services and not Jumia. Kindly confirm once received. Our sincere apologies for any delays and inconveniences caused.

Kindly reply to this email if this will not have been done within the provided time line for exclusive follow up.

In the meantime, if there are any more inquiries please do not hesitate to write back to us or contact us on 0700 000 990 or 0711 011 011

Warm Regards,
Jumia Customer Service

On Jul 26, 2016 1:56 PM, "Kennedy Kairu Kariuki via skunkworks" <skunkworks@lists.my.co.ke> wrote:

They actually do. Depends on who is fulfilling the order (Jumia or Reputable vendor)

Kind Regards,

Kennedy KK

Mobile: +93 799 99 4235 / +254 721 69 9119

Home: +254 20 528 3207
Skype: k.kairu
Gtalk: kkairu

On Tue, Jul 26, 2016 at 3:18 PM, Alvin Jason Ochieng <ajochola@gmail.com> wrote:

My question is why do you all think JUMIA in particular sells 'Genuine Stuff''?

Regards,

Alvin Ochola

On Tue, Jul 26, 2016 at 1:42 PM, Kennedy Kairu Kariuki via skunkworks <skunkworks@lists.my.co.ke> wrote:

I am still skeptical about buying things online and having them delivered to me. What I do, is at the end before checkout they show who fulfills the order and I just go and buy the item from them. It is cheaper since I can bargain.

That works for me for now though it beats the benefits of online shopping.

Kind Regards,

Kennedy KK

Mobile: +93 799 99 4235 / +254 721 69 9119

Home: +254 20 528 3207
Skype: k.kairu
Gtalk: kkairu

On Tue, Jul 26, 2016 at 3:06 PM, Mutinda Kitana via skunkworks <skunkworks@lists.my.co.ke> wrote:

Gachanja,

I was also sold (on Jumia) what I believe are fake Sony headphones last year. Since they weren't too awful and that I didn't want to have to wait to be refunded then look for some others, I just let it be.

Thanks for confirming my suspicions...

Regards,

-- 

Mutinda Kitana
Project Manager
GENIUSPHERE
Cell: 0722-944455
--

Don’t worry about getting motivated.

Just get going.

~ Borrowed

On Tue, Jul 26, 2016 at 1:07 PM, Gachanja via skunkworks <skunkworks@lists.my.co.ke> wrote:

Hi guys

Be careful when you buy goods online even on Jumia. You will find new counterfeit items there too. Yes they sell original products like the Samsung I'm using that I got there in 2015 but they sell fake too especially accessories like power banks, earphones, chargers etc. I ordered Sony earphones for 1000 only to receive counterfeit ones that you can get for sh 150 on Luthuli Avenue.
I raised the alarm on twitter and many replied with how they have received fake stuff too including clothing.
Jumia replied and told me I can return them for a refund but I had already got rid of them out of  frustration.
I would advice visiting original physical stores like Anisuma, Nakumat and Safaricom shops.
Be careful.

Regards,
Gachanja.

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