A growing number of traders are raising concerns about parcel delivery services after repeated complaints of missing packages and delayed deliveries. Among them is Akoth Nyar Alego, the owner of Akoth’s Fashion Haven, who says she has finally lost confidence in Ena Coach after experiencing what she describes as a series of frustrating parcel mishandling incidents.
According to Akoth, the latest problem began last Friday when she sent a client’s parcel from Nairobi to Kisumu through Ena Coach.
The package was expected to reach its destination within a reasonable period, but nearly a week later it had still not been delivered.
What followed was a chain of conflicting explanations from different company offices.
When she contacted staff in Kisumu to inquire about the parcel, she was told it was in Eastleigh.
Upon reaching out to the Eastleigh office, she was informed that the package was in the Nairobi town office. The town office, however, claimed the parcel had already been sent to Kisumu.
Despite the different responses, no office could provide clear information about the package’s location or explain why it had not reached the customer.
For Akoth, the incident was especially frustrating because it was not the first time she had faced such a problem. She recalled another parcel that reportedly went missing for almost five months before it was eventually recovered after numerous follow-ups.
The experience left her questioning the reliability of the service and the level of accountability within the company’s parcel handling system.
As a result, she has decided that Akoth’s Fashion Haven will no longer use Ena Coach for parcel deliveries. She announced that customers who choose to use the service will do so at their own risk, and the business will not be responsible for losses or delays linked to the courier.
Her statement quickly attracted attention online, with many traders and customers sharing similar experiences. Several people described parcels that allegedly disappeared without explanation, while others spoke of goods arriving incomplete or after long delays. One trader claimed to have lost a carpet worth KSh14,000 after it was allegedly recorded at a lower value. Another said food items sent during the COVID-19 period never reached their intended destination.
Others reported receiving parcels with missing accessories or contents.
The complaints paint a picture of customers struggling to obtain accurate information once a parcel goes missing. Many say they are forced to make repeated phone calls and visits to different offices, often receiving contradictory answers with little progress toward locating their goods.
For small businesses, reliable delivery services are essential. Many traders rely on transport companies to move products between cities and counties, serving customers who may be hundreds of kilometres away.
A delayed or missing parcel can lead to financial losses, customer dissatisfaction and damage to a business’s reputation.
The growing frustration has prompted some traders to recommend alternative courier and bus companies that they believe offer more dependable parcel services.
Others argue that transport firms should strengthen tracking systems and customer support processes to ensure customers can easily trace their shipments.
Akoth’s decision reflects a broader concern among small business owners who depend on timely deliveries to keep their operations running smoothly.
While individual complaints do not necessarily represent every customer’s experience, the number of similar stories being shared suggests that many traders are paying closer attention to the reliability of the courier services they choose.
For businesses whose income depends on every package reaching its destination, trust in a delivery service can be difficult to rebuild once it is lost.
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