We all know Jumia, the online shopping mall. Jumia is arguably the best online shopping mall in Nigeria(according to some of my friends) but not without some shortcomings. This is my first time of shopping with them and was hoping to get some special treatment from them but they ended up surprising me……. well not in a good way.
Last two weeks I ordered for three items, a deep freezer, laptop backpack and a perfume. The delivery of the first was actually fast as expected, I was very happy and already giving them my five star ratings but after that day….. it was nightmare till the last item.
I got a call, a message and mail the next day that my item will reach me in no time, I’ve also got a track code too and was checking on it every now and then, – The time it left the warehouse to when it arrived the office for delivery. Contrary to what you might be thinking right now, No, the item didn’t arrive late.
When my package arrived, I felt relieved ….. My previous bag gives me back ache thereby the need to get a new one with a better Air mesh back padding was very necessary. I quickly rushed inside to open it, Lo and behold it was a WRONG item, well, its still a bag but totally different from what I asked for. I got really pissed, picked up my phone and send them a message on almost all jumia’s social media platforms, (facebook, Twitter, google+) and email.
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| Me & My Thoughts |
CS: Good day Sir,
Me: Good Day
CS: Please, Am I speaking with Mr. Abraham pls….
Me: Okay, Go on….
CS: My name is bla bla bla….. ( My thoughts: Who cares about your name anyway)
Me: Okay (My Thoughts: I didn’t even get the name)
CS: I’m calling from Jumia
Me: Okay (My thoughts: Just go straight to the point)
CS: We received an email that the item you got was different from the one you ordered online
Me: Okay.
CS: We are Very Sorry for that
Me: Okay.(My thoughts: before nko!)
CS: The item will be retrieved as soon as possible Mr. Abraham
Me: Okay. ( My thoughts: Why must you deliver a wrong item in the first place)
CS: We apologise for any inconvenience this may caused you
Me: Okay (My thoughts: Like I have a choice than to accept the apology)
CS: Do have a good day Mr. Abraham
Me: You Too. (My thoughts: You Already destroyed my day beyond repair)
The conversation between me and the CS was so weird, you noticed I keep replying with ‘Okay’ yeah! I was trapped by the soothing tone of the voice but my thoughts are different --- as in actual fact---, it was a boiling moment for me.
After sometime, I spared a minute to check the ‘Wrong Item’ again, thought about the retrieval process stress, time and since its not sure whether the preferred item’s in stock or not, I have to send Jumia a message that I’m fine with the product.
Now, its time to deliver the last item on my cart, ‘Perfume’ another delivery, another awkward moment. Some how the transaction was cancelled when I checked it using the track code given to me. I have to send them an email againnnn to notify them of the sudden development, that’s when I got a call againnnn just to inform me that the product’s out of stock.
To cut the long story short; It took me Two Weeks and some days to get everything sorted out.
I didn’t tell you that I was given a voucher for the perfume I couldn’t purchase, giving me the opportunity to place a new order.*fairly Good*—Did it made me feel any better? NO!
My questions:
- What if I wasn’t using the track code or have the time to track my item would they have also called to notify me of the cancellation ?
- Why can’t jumia deliver all the goods in the cart in one trip. What if a buyer placed an order for 10 items, does it mean He/she should wait to get all the product in 10 days(1 item, 1 Day) ?
My Suggestions:
1. Jumia should be very quick to update their site, immediately a particular product is out of stock, it should be updated as soon as possible. Something like ‘SOLD’ should appear and there should be a tiny inscription below the SOLD showing the date it would/may be available for purchase or a specific date for the buyer to check back.I still Like Jumia & I Will still shop with them but This is sincerely me, pouring out my mind. The experience wasn’t that bitter at least, I had a Sweet in it too( The customer Care Service) and the fast delivery( even though one of them na wrong item).
2. I also think they should make a provision for customer service agent whereby they get to see how many day(s) it may/will take for the product to be available. That alone brings relief to the buyer and encourages him/her to wait on a 50/50 mind set (No cause for anger, available or not). Then after that day such buyer can decide to buy a similar or another product.
3.The above statement’s from my experience; when the CS told me that the product was out of stock, I was expecting her to tell me the date it probably be available, not telling me that they will notify me when its ready, what if its next year, I don’t expect to wait for a product like i am waiting for the Lord’s coming. The product may be available the next day but who cares-- because of that statement I had to find another perfume, someone else would have dropped the interest and just switch to another online shopping mall to get it.
My Ratings:
Communication: 85%
Shipping Time:75%
Item As Described:25%
Have you shopped with Jumia or any online shopping mall before, I’d love to read your own experience, Do you Agree With me or not? Let me know in the comment below. Thanks
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