Published 19th Mar, 2024

An Abuja resident has accused Jumia of withholding her N28,570 despite delivering the wrong item last December.

The Jumia customer, who does not want to be named, told FIJ she placed an order for two water dispensers at N28,570 each via the platform in November 2023, and she made payment in December after the items had arrived at the pickup store in Gwagwalada.

However, she found that Jumia delivered a different item when she went to the pickup store on December 14.

“I didn’t take it home. I opened it at the pickup station and left it there since it wasn’t what I ordered,” she told FIJ.

Jumia message showing that her package had arrived

Receipt of the payment she made on December 14

The Abuja resident said she immediately initiated a refund since she did not get what she ordered. In January, Jumia refunded the payment for one of the water dispensers but withheld the refund for the second item.

“To date, Jumia refused to refund my payment in full after making a partial payment in January. I have been following up with calls and visits to the pickup station,” she told FIJ.

“The sales representative at the pickup station even spoke to them to let them know I didn’t pick up [what they delivered] and that they should refund my payment in full, but they keep saying they are investigating. They claim to have been working on it for the past three months now.”

When FIJ called Jumia’s support line on Tuesday, a male customer representative confirmed that the issue had not yet been resolved.

He said: “I can see that it was confirmed that the issue was escalated, but I will just have to share the information with the team in charge so they can check and revert with feedback. I do not have access to that information on my end. I am going to send a reminder to them just to let them know that the issue has not been resolved. So, there should be feedback within 24 to 48 working hours regarding this information.”

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