Jumia Store delays return and refund for a damaged stove delivery

The complainant is filing a formal complaint against Jumia Store regarding the delivery of a damaged appliance and subsequent difficulties with the return process. According to the complainant, they purchased a stove in March 2026, which arrived in a dented, bent, and unusable condition. The complainant states that upon discovering the damage, they were advised by the delivery agent to initiate a return request through the application, but the request was rejected. Consequently, the complainant contacted customer service, and it reportedly took approximately one week for the return request to be approved. Following the approval, the complainant waited for over another week for a courier to be dispatched for the pickup, but no one arrived. All subsequent attempts to follow up with customer service have allegedly resulted in delays and apologies without any concrete action being taken. This situation has resulted in financial damage, significant loss of time, and emotional distress for the complainant, who paid for a product that was delivered in a defective state and has been unable to secure a return or refund. The complainant seeks a resolution to the problem, including the successful return of the item and a full refund. They also request financial compensation, accountability for the responsible party, and an official apology from Jumia Store.