Jumia Kenya is a place for buyers to find their desires, that we all know. Having a wide selection of things, of course. One is interested to browse more, see what’s there for buying. It’s what made me look here when I was looking for some office equipment one day in October.
Unfortunately, I try to remember the exact date, but it all started sometime in October 27th, 2014. Ordering for a three in one Samsung Printer I had identified on their website. On checking out, they promised delivery within three to seven business days. Of course, I was happy that this business transaction is cooked, so I waited. After the fifth day, I got a little impatient as Nairobi and Nakuru aren’t that too far places for that delivery. It’s an electronic and electronics can take longer to deliver, I thought.
It felt a little tiring to wait so I begun calling them feeling a little impatient. The first time it was very helpful service I got, Â finishing on a very friendly note. As they said to wait for the seventh day or I will get a message to know when I would receive my package and such details. Â The sixth day, I was unavailable as I had a meeting to attend to. I called back, was told to call again. No one contacted me until I called them back. Ending with the seventh day proving to be a little hilariously boring and feelings of total despair.
I realised these pros about Jumia:
Very well stocked. Â Meaning of well stocked here, electronically. Fast electronics, competitive pricing. Look at their Iphone 6 price, at the printer I ordered for and their laptop pricing. I say this because comparing prices of the same in shops in Nakuru or even Nairobi, and you will fall back to Jumia. Even Safaricom’s Iphone six is quite pricey at ninety thousand shillings. Take a look around.
Easy to navigate. Â It’s not a complicated site to manoeuvre, as such, Â a website dummy like me easily gets around to it. Their check out is quite straight forward. No need to be worried about their payment methods, they do have: visa, mastercard, american express and M-pesa door payment. Of course, I haven’t tried these, will research then get back to you.
Good support. Â TheirÂ support team was very helpful at first until I became an irate Â customer. The lady I got blamed me for not picking up my call. I told her I was in a meeting and I got back to them asap. She repeated that but answered none of my questions at the time. So, I felt really bad. You may wonder why I am saying they have a good customer support then? Because, they were very helpful at first.
There were things which made me have hard feelings for this online marketplace.
Poor customer service. Â Of course, when I at first called to ask when the printer would be delivered I received high class attention. ”Don’t you worry, you will get an sms”. That was in November. Those who called to talk to me kept asking, what did you buy. Yet, they already had the complaint at hand. They transferred me from agent to agent until I felt like bursting. And sometimes, they would remain quiet as if talking or answering my concerns was a mistake. Or, I was another whining customer.
Too slow. On calling them, my calls went off or were redirected to voicemail. Â I don’t know why but that’s when I became really sceptical and thought, another scam. I took comfort in knowing where their offices are, so I wasn’t worried as I would storm them. On scouring the internet for their reviews, I found they were very slow, others said they were very first deliveries within Nairobi; mixed reviews. My mistake, I hadn’t read their reviews as the printer was needed in a rush!
Blame game. Â Let’s say you called me at eleven, mostly, I am busy working or teaching so I am not at liberty to pick calls. I say I am in a meeting, you call I don’t answer. Two hours later, I call back. Isn’t it showing responsibility on my part? That, is what screwed me up, I was told. Not receiving their call. Â And calling them back, ”I should have received the call, then, I would have been told what was up”. ”Can we change the order?”. ”Why?”. ”Apparently, the one you asked for is out of order, stock, we will change it with a Hp”. ”Why wait until the last minute to ask?”. Â ”Because, yesterday when we called, you refused to pick up”. ”I called you back. Okay, just change for me”. Yes, I was blamed all over and over.
Last minute, Out of Stock Answers. This is what carried the day for me. Until the second last day was I told the Samsung Printer three in one was unavailable. Until the last minute, ladies and gentlemen. They must have known this for very long. Hadn’t I triggered a question, I doubt I would have received the item. That really pissed me. And even so, the Hp was never found so I was told, ”sorry we are very sorry, it too couldn’t be found, we will refund your money.”. I felt too annoyed to speak. Had I written a review on that day, it would have been biased. There are always two sides of the coin. Even here, there are, so we wouldn’t want to say a service was entirely bad or very good or excellent.
My two cents:
I am excited there are places we can proudly call ebay Kenya in Kenya. Where we can shop as we sit for those who love to look around before we buy. And for those who are sceptical, I applaud you. Sometimes, we take risks adding to our stresses, sometimes, we want to look around and see what life has to offer on the other side; online.
Take time, read reviews before purchasing. Sometimes, we learn better by trying. I wouldn’t say to avoid Jumia or shop there exclusively. They lack on a number of items, may be, due to the fact that they don’t have merchants selling different items like ebay. We should see more Kenyans embracing online shops lately and especially in 2015. Look for example, electronics and women clothings. Though, I wouldn’t buy those on Jumia as I find them a little too exorbitant, they are variety and to some cheap. People are turning to shops online no wonder there emergence. Â They save time, the only headache comes with the waiting after buying and slow customer service.
Impatient people like me want to buy something and use it immediately. Sometimes, we just have to wait. Online marketplaces should expand to sell school uniforms, books like those from British Curriculum and others for those whose children don’t do 8 4 4 system. As I said yesterday here, we should embrace diversity if we really want to be the ebay of Kenya.
Educate your customer service to know the items on sale, even those displayed on website whether they are available or not. They may be out of stock but the website manager doesn’t update the customer service reps about it. Put items which are there in your market to avoid inconveniences. Otherwise, hope to see your market expand like that in Nigeria, believe that is quite excellent. Have read so many positive reviews on there. Why not do the same with the Kenyan market? It starts with you Jumia Kenya. Give us the best, make us embrace your shop by being genuine.
I would want to try your shop again, though.
Channel Speak > Â Â Â > Â Â Â >>> What are your experiences shopping on Jumia Kenya? Did you love it, or any marketplace online?.
As you can see, these are my honest opinions and experiences on, with Jumia therefore, not promotional and shouldn’t be taken personally or directly as what Jumia does. Â So, write reviews which are honest or you have experience on. Slandering is an offence.