A Kenyan online shopper has raised concerns about the quality of some products sold on Jumia Kenya after claiming that a bottle lifter bought from the platform broke immediately after delivery.
The customer shared the experience online, saying the item failed during the first test and that attempts to return it were unsuccessful.
The shopper also alleged that the product’s review section was later made inactive, preventing other buyers from seeing feedback or sharing their own experiences.
According to the customer, the bottle lifters arrived as expected, but the problem began the moment they were used. The shopper explained that the product broke on the spot, leading them to believe it was not genuine or was poorly made.
Feeling disappointed and frustrated, the buyer said they contacted Jumia to request a return, which they believed was reasonable given that the product was faulty on arrival.
However, the customer claims the request was declined, leaving them with a broken item and no refund or replacement.In a message shared online, the customer appealed for help in bringing attention to the issue.
The message read, “Hey Cyprian. Help me expose Jumia. I bought these bottle lifters from them. On arrival, I tested the product and it broke on the spot, meaning it was fake. Upon returning it, they refused to accept the return. My issue now is that they removed the rating section and never gave me an option to review the product. The review section is inactive. This means they know the products are fake and are hiding other customers’ feedback so they can keep selling fake items to new customers.”
The allegation about the review section has raised additional concern among online shoppers. Product reviews are often relied on by customers to judge quality and decide whether to make a purchase. When reviews are unavailable or inactive, buyers may feel they are not getting a full picture of what to expect.
The customer claims that after attempting to leave feedback, the option to rate or review the bottle lifters was no longer accessible, which they believe limits transparency on the platform.
Online shopping platforms usually have return policies meant to protect buyers, especially when products arrive damaged or do not work as described.
When these processes fail, customers may lose trust in the platform. In this case, the shopper says the refusal to accept the return added to the frustration, as they felt there was clear evidence that the item was faulty from the start.
Jumia Kenya has not publicly responded to these specific claims at the time of writing. Without a response from the company, it remains unclear why the return was declined or why the review section was inactive for the product in question.
Companies often state that returns depend on certain conditions, such as packaging or timelines, but the customer insists the product failed immediately upon testing.
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