Another day, another complaint on Carrefour Supermarket delivery challenges

I am writing as a highly disappointed and extremely frustrated customer regarding the completely unacceptable handling of my order and the subsequent incomplete refund.

Order Details

• Order Number: 404020004657212
• Order Date: 31 August 2026
• Scheduled Delivery Window: 8:00 AM to 10:00 AM

Your rider called me at 8:01 AM. Unfortunately, I was in a work meeting and missed the call. When I returned the call at 9:10 AM, the rider informed me, in a rude manner, that he had already returned the order to the store simply because I had not answered his single call.

At no point was I informed that the order would be cancelled. My order was cancelled without adequate notice, reasonable effort to contact me, or fair communication. This is particularly concerning given that I had already paid in full for the goods, courier service, and M-Pesa transaction charges. I had also applied a discount voucher to the purchase.

I have only received a refund of KES 2,232, which appears to cover only the value of the goods.

The following amounts have not been refunded:

1. The value of the discount voucher used.
2. The courier delivery charges.
3. The M-Pesa transaction fees.

This situation is completely unacceptable. Cancelling a fully paid order after a single missed call during the delivery window, treating a customer discourteously, and then issuing only a partial refund reflects poor, unprofessional, and unfair customer service.

To make matters worse, I have been repeatedly calling the Carrefour Nyali Branch since 9:00 AM today, but no one has answered my calls. The branch remains entirely unreachable, leaving me with no information and no resolution.

I therefore demand the following immediate action:

1. A full refund of all outstanding amounts, including the discount voucher value, courier charges, and M-Pesa transaction fees, credited to the same M-Pesa number without further delay.
2. A clear written explanation as to why my order was cancelled after only one missed call and without proper prior notice.
3. Written confirmation of the outstanding refund amount and the exact timeline for processing the refund.

I expect this matter to be fully resolved today. Continued silence, failure to respond, or incomplete action will leave me with no option but to escalate this issue through formal consumer protection channels, the Competition Authority of Kenya, and relevant public review platforms.

I look forward to your urgent response.