Dear Carrefour Kenya Team,
I am writing to follow up on my earlier complaint regarding my online order placed last week, where payment of KES 6,358 (M-Pesa Ref: TIC4JIXWIE) was deducted but the order was not processed.
While the amount was eventually reversed the following day, I have still not received any communication from Carrefour in response to my complaint — despite my repeated request for the same.
This is unacceptable for several reasons:
Customers deserve a written explanation and acknowledgement when such a failure occurs, not silence.
A refund alone does not address the inconvenience, distress, and loss of access to essential groceries my family experienced.
Lack of written contact undermines accountability and transparency.
I am therefore demanding the following without further delay:
A formal written explanation for why the order was not processed despite successful payment.
Confirmation of corrective actions Carrefour is taking to prevent such failures in future.
Accountability for the staff involved, including the call centre agent who refused to escalate my case and most likely hasn’t even identified himself to us as he should have.
A formal apology from Carrefour Kenya management.
Consideration of goodwill compensation in recognition of the inconvenience caused.
Copied Authorities
I have copied this email to the Competition Authority of Kenya (CAK), KECOPAC, Consumer Federation of Kenya (COFEK), and the Ministry of Trade, as the absence of written redress raises concerns under the Consumer Protection Act (2012).
