By Bizna Brand Analyst

The Internet has revolutionized the way we shop, not only in Kenya but all over the world. Because of the numerous advantages and benefits, more and more people these days prefer buying things online over the conventional method of going into stores or open markets. Online shopping has plenty of pluses going for it: Compared to the in-store experience, the consumer can browse more quickly than strolling down the aisles, and can do so 24 hours a day, without ever having to head to the mall. This saves on time and effort.

Jumia, Kenya’s premiere online shopping mall does a good job in making thousands of products easily available for purchase. Majority of people that have shopped at Jumia have been satisfied with the service. But the few that are aggrieved are rarely assisted. This results n heaps of confusion and frustration. If you are the kid that watches out for memes and popular tweets online, you might recently have noticed some common ones mimicking the trend of Jumia’s order’s being screwed up

Here are some of them

So yes Jumia does deliver faulty products to some customers. The problem is that you can’t return whatever you ordered once you open the package. You simply have to count your losses. So how exactly are you supposed to know if the delivered product is the correct one if you don’t open your package? And if you open and find the wrong thing, is it really your fault? Perhaps Jumia should provide ll its clients with laser glasses that see through a box so that we can all confirm examine the products before receiving.

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Last week, my colleague Sue ordered some expensive makeup. She took some time before she opened the package but when she did, she got what she didn’t ask for.  Customer Care were quick to inform her that they couldn’t do an exchange or a refund because the seal had been opened. A few months prior to that, she had bought a TV whose adapter didn’t function. She had to get it fixed herself after Jumia refused to take it back. She has now swore to never buy anything from the online platform again. A loyal cutomer gone.

I have a friend too who recently ordered a white Smartphone but received a black one instead. Clearing this matter with customer service was a maddening, time-consuming process that yielded no fruit.  Several other complaints can be seen on social media too so it’s clear that Jumia has a poor Returns and Refund policy. This is ruining the reputation of what is an otherwise superb platform.

This needs to be fixed otherwise shopping at Jumia will like something that’s just more popular but less-satisfying. People will revert to the old ways of physically buying at stores. Or the growing trend of disappointment may in fact benefit competitors such as Kilimall., Every time Jumia people screw up an order, the likes of Rupu look better and better by comparison.

Let’s hope that things will change. We all need online shopping