MY TRAVAILS WITH JUMIA.COM
- by: Slomon Abekhe
- recipient: OWNER/MANAGER OF JUMIA.COM
Dearly Beloved, I thank you for the immense show of support. But please I do not want us to loose focus of the purpose of this protest. It is really not about the worth of the product in dispute but about the principle behind it - that of consumer rights best practices all over the world. I could have relented and just re-ordered as directed but what about millions of other Nigerians facing similar situations from Jumia and other manufacturers/conglomerates/sellers/banks/service providers/telecoms companies, etc. I am equally motivated by the famous quote credited to Martin Niemoller, a decorated u-boat captain in the First World War who subsequently became a minister of religion and a relatively high profile opponent of the Nazis as they increasingly gained firm hold of the reins to power in Germany. He said: "First they came for the communists, and I did not speak out because I was not a communist; Then they came for the socialists, and I did not speak out because I was not a socialist; Then they came for the trade unionists, and I did not speak out because I was not a trade unionist; Then they came for the Jews, and I did not speak out because I was not a Jew; Then they came for me and there was no one left to speak out for me." So I have taken the decision to use this opportunity to speak up and urge each and everyone to. I am also using this opportunity to announce the birth of Consumer Rights Advocacy Vanguard which I would like us to ALL spearhead and use it as a platform to fight for any Nigerian who has been short-changed as a consumer or customer. Once again I thank you and I say, keep posting and sending the message to JUMIA.COM.
Dearly Beloved!
Please spare me a minute of your time and patiently read through.
I am compelled to bring a matter before your court of public opinion and together I believe we can use this as a Launchpad towards changing the face of consumer rights advocacy in Nigeria. While I do not intend to bore you with some unnecessary verbose write-up, it is imperative for me to be as detailed as possible to enable you have enough information to form an informed opinion.
I ordered for a Techno P5 - Black on Saturday the 30th of August, 2014 from Jumia.Com and same was delivered on 2nd September, 2014 and cash ₦11,762 was paid for it having enjoyed a voucher discount of ₦1,000. That same day in an attempt to charge the phone I discovered that the charging plug was defective. The following day I called the customer care number to report this and asked that they arrange to replace the charger. But customer care directed that I return the entire package and that I would be sent a new one. A pick up agent actually came on the 5th of September to collect the package and we also discussed my request and wish for a replacement and I also indicated this clearly on the returned items form.
For about two weeks I got no feedback from Jumia and had to call customer care again who then promised that I would be contacted the following week.
On 16th September 2014 I got this email from Jumia:
"Dear SOLOMON ABEKHE, We received the items referring to your order 306818982 in our warehouse.Our quality team will check the item(s). If you have paid for the items: depending on your preference indicated onthe return form, we will proceed with the refund by voucher, bank transfer or replacement. Should our quality team detect any issues with the returned items, you will be contacted within 48 hours. For any inquiry or suggestion, feel free to contact our Customer Service on 07006000 000. We hope you enjoyed shopping at Jumia and we look forward to welcoming you back soon"
To which I sent this reply:
"Dear Sir, This return was made since the 5th of September, 2014. So how come it took you almost two weeks to acknowledge? I was even expecting that I should have had a replacement since last week. This purchase was meant as a gift item for an occasion which has since passed and these delays are unnecessary. Best regards"
I got no replies for any of my mails but instead on the 18th September, 2014 I got another mail from Jumia:
"Hello SOLOMON, We understand you were not satisfied with your last purchase. Sorry for the inconvenience caused. We would like to ask for another chance to delight you. For your convenience we have retrieved your last purchase details:"
To which I replied:
"Dear Sir, You are asking me to make another purchase when the one in question is still pending? It's over two weeks and I am yet to get the replacement of the Techno P5 I returned for replacement. What is going on?"
Having still not heard from Jumia as at the 18th I decided to call customer care and spoke with a Ms. Adaobi again. She now informed me that my voucher was being processed. I then informed her that I did not pay Jumia for vouchers but for a Techno P-5 phone which was delivered defective and which I returned and asked to be replaced and that remains what I am expecting from Jumia and not vouchers. And I also demanded that I be compensated for this untold delays. I also demanded that she escalated the matter to the decision makers at Jumia and she suggested that I do an email. The email was done on the 19th detailing all that I have stated above
And on the 23rd I got this email from Jumia:
“Dear Olabisi, Thank you for shopping with jumia.com.ng. We acknowledge the receipt of your mail. Please be informed that a voucher valued at ₦11,762 NGN was sent to your mail on the 20th of September, 2014. This is to enable you in replacing the order. Jumia.com.ng is constantly working hard to improve its services so that you can have a better experience when next you shop with us. Please do not hesitate to contact us at service@jumia.com.ng or call us on 0700 6000 000 for further assistance. We appreciate your understanding and patronage. Kind Regards, Jumia Customer Service”
And here was my reply:
“Dear Sir, It is very frustrating for us to keep going back and forth on this matter. My request is quite clear - KINDLY PROVIDE ME WITH A REPLACEMENT OF THE TECHNO P-5 I RETURNED. As a customer of Jumia I really am not concerned about the processes involved in making that happen. Just make it happen and let me have the phone without further delay please. Best regards”
To which Jumia replied on the 24th:
“Dear Solomon, Thank you for shopping with jumia.com.ng. We apologize for the experience you are having with your order. A replacement voucher has been sent to you to enable you re order for the phone or any item on our website. However, our prices are subject to change as the phone is currently sold as ₦13,100. Kindly confirm if you would like us to go ahead to process the order and pay the balance on delivery. Please be assured that we are constantly improving our business processes and hope that our improved performance will encourage you to remain an important customer to us. We appreciate your patience and patronage. Kind Regards, Jumia Customer Service Team To track your order: www.jumia.com.ng/track”
At this point it became obvious to me that Jumia had been giving me the run around and held my order for almost one month all because they were relunctant to bear a deficit of less than than two thousand naira. And this was my response:
“This ₦1,338 that you guys are shying away from absorbing, do you know you will be spending a lot more than this if I drag you guys before the consumer rights council and the courts? And then you will lose my patronage as well as that of numerous other who respect my valued opinion because I will also drag you guys before the court of public opinion? Is this not a case of being pennywise and pound foolish?”
Then on 6th October, one Tolulope Ogunbiyi from Jumia wrote:
“Dear Solomon, Thank you for shopping with Jumia.com.ng. We sincerely apologise for the experience and any inconvenience it may have caused you. A new voucher code worth ₦12,762 will be processed and sent across to you within 24/48 hours. Please note that the earlier sent voucher will be deactivated. However, our prices are subject to change as the phone is currently sold as ₦13,100. At Jumia.com.ng we aim to please and our processes improve every day to ensure you remain an important customer to us. Thank you for your understanding. Kind regards, Jumia Customer Service Team”
Since I have been driven to near frustration by Jumia I did not bother to reply. Then on Tuesday, 7th October I received a call from Jumia Customer Care still on the same issue bothering basically on the same issues. I reiterated my position that all Jumia owed me was a Techno P-5 Phone.
Beloved, I wish to call on you to join me in appealing to Jumia to replace my order without further delay. I have taken the liberty to draft the wordings of the appeal as follows which you should sign by putting your name and send via all the mediums listed below it. PLEASE HELP POST & RE-POST AS WELL AS BROADCAST & RE-BROADCAST:
“Dear Jumia.Com, We are calling on you to please replace ORDER NUMBER: 306818982 for a Techno P5 - Black without further delay. What was paid for and delivered and later returned for replacement was a Techno P5 - Black and not the vouchers you are now offering. We intend to join Mr. Solomon Abekhe in any further actions he may contemplate to enforce his customer/consumer rights.
Signed.”
Jumia.Com contact details:
Email: service@jumia.com.ng
BBM: 7E0E45BA
BBM CHANNEL: C0042E15C
WHATSAPP: 08181280977
WECHAT: 08181280977
PALMCHAT: 9910003
Phone: 01 460 4400 / 0700 6000 00 (You can call to register your protest)
Twitter: https://twitter.com/JumiaNigeria
https://www.facebook.com/pages/Jumia-Nigerias-No-1-online-retailer/291297097615087
Google Plus: https://plus.google.com/111718195093656846080/posts
Consumer Protection Council: contact@cpc.gov.ng & cpc.lagos@yahoo.co.uk
Location: 15, Wole Olateju Crescent, Lekki Phase I, Ibeju Lekki, Lagos, Nigeria.
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