Jumia Nigeria Avis 

I ordered for a product on jumia but the seller sent a damaged product. I opened the package at the jumia point of pickup and discovered it's a damaged product. I returned it immediately to their representative at the outlet because I opened it in his presence. I request for refund for close a month now but they have not return my money. Avoid jumia because they will send you a bad product and refused to refund your money

For a month now after I bought a defective Samsung flip 4 that i used only for 4 days from them they refused to give me a refund no matter how much I called their customer care. They keep turning me around. Very wicked and inconsiderate stupid company

**Jumia this is completely unacceptable.**

This has been an extremely frustrating and disappointing experience. My order was **never delivered**, yet Jumia marked it as delivered. The delivery driver did not hand the item to me, and I did not receive the required collection/OTP code at the time of delivery.

What makes this even more concerning is that **Jumia only sent me the collection code five days after the order had already been marked as delivered**. How could an order be recorded as successfully delivered when the customer had not received the item or the code required to collect it?

I contacted Jumia Customer Service immediately, and now **two weeks later, I am still waiting for this issue to be resolved**.

This should be very straightforward to investigate. Jumia should be able to check:

* Where exactly the driver claims the package was delivered.
* Who allegedly collected it.
* What collection/OTP code was used.
* The exact date and time the delivery was recorded.
* The delivery driver's records and GPS/location information.

Jumia's own explanation of its OTP system says the code is intended to confirm the rightful recipient and complete the delivery.

So, **what exactly happened to my order?**

How difficult is it to trace the delivery and ask the dispatch driver where the package was delivered and what code was used?

Marking an order as delivered when the customer has not received it, followed by sending the collection code five days later, is completely unacceptable. I need Jumia to investigate this properly and either **locate and deliver my order or provide an immediate refund**.

At this point, it is not safe to continue using Jumia service as your customer services don't have any clue on resolving issues.

**Jumia, please explain what happened to my order and resolve this immediately. Am still in contact via your chat line in my App and, will publish our chat details, if this is not resolved ASAP. Enough is enough.**

Worst service ever in my 57 years of existence.

My order was marked **delivered by your dispatch driver, Samuel (0706685123), without me receiving a delivery code or having any physical contact with him, only on phone call and WhatsApp with instruction to call me when at my estate gate, so I can authorize security to let him in.

He has since blocked my number, called him from my wife's number, also blocked her, when he realised it was me. Yet Jumia also marked it as delivered.

The shocking part? Jumia sent me the delivery code 3 DAYS after the alleged delivery, that's after I had already reported the order as fraudulently marked as delivered. All details available in my Jumia inbox and WhatsApp chat.

Jumia customer service do not have a clue on how to handle issues, they simply told me to wait 48 hours for clarification. All agents keep giving me the same generic answer repeatedly. It’s now 10/08/2026, 7 days, over 168 hours, countless WhatsApp and Jumia chat line complaints later, and my refund is still pending.

Simple questions:
1. How did your driver deliver my order without a code, and who exactly did he give it to?

2. He couldn't enter my estate without my authorisation. So, how did he got in?

First time buying from Jumia. Definitely my last.
⚠️ Buy from Jumia at your own peril.

I am very disappointed with my experience.
I purchased an adapter that turned out to be incompatible with my laptop because the product description was misleading. I submitted a return request and returned the item to the Jumia Pickup Station in Ilaro on 16th July 2026. The staff confirmed my return request, collected the item, and told me I could leave.
Since then, my return/refund has not been activated. I've made multiple trips to the pickup station, spending my own transport fare, and for several days their phone numbers were unreachable. When I finally got through, I was told the returned item had already been sent out, yet there is still no update on my refund.
As a customer, I expected a much smoother return process. Delaying customers after they've followed all the required procedures is unacceptable. I hope Jumia improves its return and refund process and communicates better with customers.

I will never recommend jumia again! Never. You people should refund my money!

I bought food processor in May 2026. All went well. After using it 4 times, it went dead. Jumia customer service told me it passed return policy (One month on) but offered a voucher to be received in 72hrs. 7 days on, the next agent says 48hrs, etc.
Not sure what to suggest for improvement. But this habbit discourages buying from the internet :)

I bought a phone from jumia and other items. I requested that I don't want the item as the item is not up to my taste. Jumia immediately refunded me for the screen protector which is just 4k and refused to refund me for the phone itself which cost 370k in naira. Their excuse is that the reason for the return is invalid and the customer service personnel told me that she is not ready for the back and forth I am doing with him/her. Why refund for the one of 4k and refusing to refund the one with bigger amount telling me I will have to manage the item like that. This is wickedness and I am regretting not reading through reviews before buying from jumia. I hope this review saves someone else from same fate.

I received my order within one week

The rider sent to deliver my goods was very rude and he claimed he called, whereas he didn’t call, when I finally reached out to him, he started yelling and me, telling me that I’d get my good the next day, he was being very rude and annoying, y’all need to do better for real.

Jumia it's a good platform for buying stuff online and I have been using the platform for more than 5years now

I ordered for an item since last week Tuesday, I heard returns takes 7 days that I will be refunded and this is not the first time and returning item on jumia and was refunded the next two day. Just for jumia to send a message to me this evening that my refund will take 3-10 days, what nonsense? Is this how bad jumia's services has become?

I ordered for a product which is not provide and same time money didn't refunded up till now . I guess jumia is a big scam now.

People should run away from them

I bought a phone off this website the last time I visited Nigeria and it's been working to date.

I really appreciate the work you guys do and promise to come back.

I have been shopping with Jumia for over 5 years now, I never had any issues with my order, the product are high quality and what I ordered but thier staff are very rude and mannerless, the riders are also rude, I ordered for a washing machine and called the pickup station to ask about their pickup opening days and time; this woman insulted the hell out of me and later blocked me, this is very unacceptable of Jumia, I reported to customer care but they don’t seem to be bothered about it

I ordered an item a different item entirely was sent to me and an irresistible employee is calling me to tell me rubbish without apologies. And dropping call while we speak where are all this positive reviews coming from? It must be a paid review iOS AppStore should look into this reviews critically they must all be fake reviews because this happened to me 10 years ago and still happened again and inferior products were sent to me in one of my order 1 year ago i threw everything because i dint want any further terrible and terrifying experience again. I forgot my money and avoided them. I thought they would have changed that’s why I came and tried again this time around and i was once more 900% disappointed this is disgraceful and a shame.

I have been using Jumia Nigeria for some time, I have had bitter-sweet experiences. First, I would say they are fast in delivery compared to their counterpart, and they are often reliable with wide range of goods at competitive prices. However, my drawback is the duration it takes to get your money back in a case of charge back or damaged goods, and their customer care takes like forever to respond.
Overall it's an average online mall that can do better especially in CRM.

I honestly don’t understand how a company as big as Jumia can operate with such terrible customer service. I came to pick up my order today and what I met was pure frustration. The crowd was unbelievable — people were everywhere, waiting and standing with no real system in place.
What shocked me the most was the complete lack of staff to attend to the growing number of customers. I have been here for over 2 hours, and they haven’t even reached the 35th person on the list. Meanwhile, the number they gave me was 133. At this rate, I probably won’t even be attended to today.
To make things worse, my phone is dead, so I can't even show them my tracking ID — and there’s no support or arrangement for situations like this. No charging spot, no backup check system, nothing.
This level of disorganization is embarrassing for a company that claims to be one of the biggest e-commerce platforms. Jumia seriously needs to fix their pickup centers, hire more staff, and respect customers’ time. Right now, this experience is nothing but stress, disappointment, and wasted hours. I’m highly dissatisfied.

I had a good experience shopping on Jumia. My order arrived on time and the product matched the description. The packaging was good, and the seller communicated well. I’m satisfied with the service and will shop again.

1-Star Review: “Terrible Customer Service and Unresolved Refund Issue”

I am extremely disappointed with Jumia’s service. I placed an order for Clearessence Beautifying Lotion on September 10, 2025, and was later informed that the product was out of stock. I was assured multiple times that my money would be refunded—first within 3–7 working days, then 15 working days, and later I was promised a refund within 24 hours.

Despite all these promises, as of today, I still haven’t received my refund. Each time I contact customer service, I get the same scripted responses with no real action taken. It’s frustrating and disappointing that such a large company handles customer funds and trust so carelessly.

I will think twice before shopping on Jumia again and advise others to be cautious—especially when it comes to refunds and customer service reliability. A company’s credibility lies in how it treats its customers, and sadly, Jumia has failed in this regard.

1-Star Review: “Terrible Customer Service and Unresolved Refund Issue”

I am extremely disappointed with Jumia’s service. I placed an order for Clearessence Beautifying Lotion on September 10, 2025, and was later informed that the product was out of stock. I was assured multiple times that my money would be refunded—first within 3–7 working days, then 15 working days, and later I was promised a refund within 24 hours.

Despite all these promises, as of today, I still haven’t received my refund. Each time I contact customer service, I get the same scripted responses with no real action taken. It’s frustrating and disappointing that such a large company handles customer funds and trust so carelessly.

I will think twice before shopping on Jumia again and advise others to be cautious—especially when it comes to refunds and customer service reliability. A company’s credibility lies in how it treats its customers, and sadly, Jumia has failed in this regard.