Daniel Okika, a businessman resident in Lagos, has narrated how Jumia, an online retail store, refused him a refund after he rejected a defective order.
Okika told FIJ that he had ordered a rechargeable fan from Jumia in November 2022.
“In November 2022, I placed an order for a rechargeable fan worth N24,760 on Jumia but a defective fan was delivered,” Okika told FIJ.
“I returned the fan and Jumia promised to send me a refund within seven working days.”
The businessman said he waited but didn’t receive a refund from Jumia. He said he then sent another email, and this time, the retail store asked that he provide his account details.
“I didn’t receive the promised refund from Jumia and on November 25, I sent them another email.
“They responded again but this time they asked me to provide my account details. I obliged and sent them the details of my Access Bank account.”
Okika stated that nearly two weeks after he sent his account information, Jumia again asked him to provide another account as unsuccessful attempts had been made to send his refund.
“On December 7, Jumia sent another email. They said I should provide them with an alternative account number. They claimed they made unsuccessful attempts to send the money to my Access account.
“I provided them with my Zenith Bank details but Jumia still did not send my refund. They’ve only been tossing me back and forth. At some point, I even asked that they send the money to my Jumia wallet but they would rather hold on to it.”
Okika told FIJ that on January 22, Jumia said they had marked the complaint as solved.
“On January 22, Jumia sent me another email saying they had marked the complaint as solved but that is not true. A refund that should only take a few days has dragged into weeks and is still ongoing. Jumia is up to something.”
When FIJ reached out to Jumia on Twitter, Omolola, one of its customer service representatives, asked that our reporter provide the customer’s order number and didn’t respond afterwards.
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