My experience with Jumia. When it first launched a few years ago, I thought they had misspelled the Swahili word “jumuia” which means community :), so this guys are clever, they redirected jumuia.co.ke to jumia.co.ke. That is when you know a company is serious on business.
Well, I’ve always considered myself an innovator, even though I hold no patent. Jumia, the online store has been around for a while, taking all advertisement space online. Who uses this service? One Sunday Morning in early July, while relaxing in the village where I was visiting my mum, I decided to try it out.
On my phone, I went to jumia.com which swiftly redirected to the local shop jumia.co.ke. (Why do users always go to the a .com domain while the world has over 1000 top level domains?) I added a shirt. It looked good. Slim fit at Ksh1999 ($20). Then checked out. The shopping cart had an option of payment on delivery, with delivery cost of Ksh300 ($3).
After confirming my order, I thought of buying a trouser too, and another shirt. I did just that, but the system did not have a way of merging the first and second order. So I added the first shirt on the second order to avoid paying double for delivery, and checked out. Total cost for the three products was Ksh6000 ($60). There was no option to cancel the first order. I wrote to support asking them to cancel the first order. Being on a Sunday, I did not get any reply.
Coming Tuesday, I got a call from Jumia’s two different delivery riders for delivery of my products. Both the first and second order. “But I cancelled the first order?”, I politely notified the first caller.
Well, the second order was delivered to my doorstep on a Wednesday to which I paid the motorcycle delivery guy the whole Ksh6300 (cost of goods and delivery), and excitedly went to fit my new acquisitions. The merchandise came in two packages, they were clearly from two different shops.
I loved the first shirt, but the second did not fit (I’ve been growing fat, but I’m still in denial mode), and the trouser did not resemble that which was advertised. It had too much accessories, what we call madoido (effects) in Swahili. The rider had already left. I wrote to Jumia requesting for a return for the non conforming products. I was politely reminded to ensure I have confirmed the conformity of products before payment.
Jumia’s return policy says you must return the goods within 7 days, and they inspect the goods to ensure they are in their original form.
After several days and emails, the returns were picked. After more emails, the refund was effected via MPESA to the mobile number on file, and they did not charge the cost of the courier picking the rejected products.
The MPESA refund message from jumia’s payment partner
KGQ8BIGH2Y Confirmed.You have received Ksh3,898.00 from ECART SERVICES KENYA LIMITED 873250 on 26/7/16 at 7:38 PM New M-PESA balance is Ksh5,265.90. Buy goods with M-PESA.
Well, e-commerce is here with us. And it’s working.