Theophilus Okonoboh, a resident of Benin City, Edo State, has narrated how Jumia Nigeria, an online shopping platform, refused to deliver a generator he paid N347,800 for, since March.

Speaking with FIJ, Okonoboh said all he has continued to get from Jumia since making the payment are excuses, and not a refund.

He also revealed that he had ordered the Kemage 11kva Generator, which comes with a remote control, for the effective running of his business, in March.

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“When I wanted to make the order, everything was normal. That was not even my first time of getting items from the platform. During the period, I also spoke to a Jumia agent named Victor Akindipe, who sent me a quotation,” Okonoboh said.

“Because the generator cost over a N100,000, he said I could not pay on delivery. So, I was made to transfer the amount to the account he sent to me.”

Theophilus said he made the payment into an Ecart Internet Services account.

“After making the payment, I was able to confirm from the several calls I later made to Jumia’s customer service lines that the account indeed belonged to one of their partners. Till we speak, the generator is yet to be delivered to me,” he said.

“I have made several calls to Jumia customer service and I have even gone to print my bank statement, just to be sure that the money got to them and was not reversed.”.

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Okonoboh also added that anytime he called Jumia and requested to speak to the agent who took his order, he was always told he was not available to speak to him.

When FIJ contacted Jumia via phone call, Nkiruka Iriele, a Jumia representative, said Okonoboh had sent the proof of payment to Akindipe alone without copying the rest of the team in his response.

“When a consumer does not respond to an order with all the necessary parties in copy, it is assumed that he/she is no longer interested in fulfilling the order,” Iriele said.

“Following our conversation with the customer today, we gathered that his response to the quotation was sent only to the staff member(Omotayo Akindipe), who unfortunately, had resigned as at that period. Sadly, Akindipe’s email has also since been deactivated.”

Iriele added that Jumia’s team has informed Okonoboh to resend the proof of payment to them.

“We have also told him to make sure he uses the “reply all” option of the quotation mail which was initially sent to him, to enable all recipients of the mail view and action,” Iriele said.