Bad Makari cream: Consumer protests Jumia Kenya no refund

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I wish to forward this email to COFEK attention. I bought this product online from Jumia online on the 10 March 2018. I am a Makari customer for three years now.

I discovered that the product I bought is not genuine. I e-mailed Jumia but instead of them writing an email, someone called me from their office to tell me that I cannot get a refund nor return the products after seven days.

I wish to have my complaint followed because it is my right as a consumer to buy genuine products. Thank you in advance for your help.

To:” <>

Sent: Fri, 30 Mar 2018 at 12:03 p.m.

Subject: Makari beauty cream. Order 302866159

Morning customer care,

I wish to thank you for the above product purchased by me online on the 10th march 2018. I would want to let you know that this is not a genuine Makari Beauty cream and therefore wish to return the two boxes of the cream. I would wish that in the future try and find out the source of your products especially beauty creams. I am very disappointed.

Jumia Kenya Response:

Your email in regards to the subject matter refers. As always informed, we are a marketplace and though we had done our quality checks on this item we got in touch with the vendor to verify if the product is genuine.

This has been responded  to in the affirmative, the vendor is a direct importer and licensed distributor of not only this product but over 400 other cosmetic products. Rationally looking at the complaint, it would not take a regular user of the cream 15 days to find out that it is not genuine – this being a daily application cream.

From the email screenshot attached herein, you will see that she wrote to us on 30th March 2018 whereas the order was made on 10th March and delivered on 15th March, 2018.

On the delivery document, she attached in her email to you, all possible directions to the customer in regards to returns and refunds have been made on the face of it,
including rejection on the spot for beauty products. We allow returns within 7 days of receipt of the item and give a full refund

It is also to be asked how a customer just claims that an item is not genuine without any supporting evidence.

We therefore in light of the above are of the opinion that the claim may not be truthful unless further proved and if so done we will pick it up with the distributor and ensure that the customer gets reprieve. (Kennedy Ngugi, Jumia Kenya)

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