A growing number of online shoppers in Kenya are raising complaints about poor service delivery from the Postal Corporation of Kenya (Posta), especially regarding international parcels ordered through platforms like AliExpress, Shein, and other global e-commerce sites. Customers say they are experiencing long delays, lack of parcel tracking, poor communication, and unclear timelines—issues that are pushing many to abandon Posta in favour of private couriers.
Despite Posta’s broad national coverage and a long-standing reputation as Kenya’s official courier, users now say its services are falling short of modern e-commerce expectations. A key pain point is the KSh 100 handling fee per item, which customers say does not reflect the quality of service provided. This fee is supposed to cover customs clearance and last-mile delivery, but many customers say that their packages still arrive late, damaged, or in some cases, go missing entirely.
Across social media platforms such as TikTok, X (formerly Twitter), and Instagram, Kenyan consumers are sharing negative experiences and urging others to avoid online sellers who ship through Posta. One TikTok user narrated how she was informed that her parcel had arrived and was being sorted, only to be told it could not be found when she went to collect it. After insisting, the parcel was later recovered—highlighting the inconsistency in parcel handling.
Another user complained of receiving parcels at the wrong post offices. “I got mine shipped to three different postas instead of the one I indicated,” the user posted, reflecting widespread frustration over Posta’s internal logistics. Many users also complain about not getting SMS alerts or real-time updates, leaving them in the dark about where their packages are.
Currently, Posta does not provide customers with digital tracking options. Instead, most customers only get to know that their parcel has arrived after receiving a manual phone call or when they decide to go to the post office on their own. In some cases, customers are turned away and asked to check back later, only to be met with further delays or told that their item cannot be found.
There is also no clear refund or complaint process in place for items that arrive late, get damaged, or are completely lost. This lack of accountability is further fuelling dissatisfaction among Kenya’s growing base of e-commerce shoppers. With online shopping becoming more common—especially among younger, tech-savvy consumers—the demand for timely, transparent delivery has never been higher.
Some users have also raised questions over Posta’s flat handling charge of KSh 100 per item, regardless of the item’s size or value. For frequent shoppers who make multiple purchases of low-cost items, these fees quickly add up—sometimes becoming more expensive than the actual value of the goods purchased.
Because of these issues, many Kenyans are now turning to private delivery companies such as Speedaf, G4S, and Fargo Courier. These firms, while more expensive, offer services that Posta currently lacks, including digital tracking dashboards, automatic SMS alerts, and more predictable delivery schedules. For many users, the higher cost is worth the peace of mind and efficiency.
The situation has highlighted a growing divide between public expectations and Posta’s current capacity. While Posta still has the largest distribution network in the country and over a century of operational history, its systems appear ill-equipped to meet the demands of the modern digital marketplace.
In a world where consumers can order goods from thousands of kilometres away with the click of a button, the expectation is no longer just low cost—but also speed, reliability, and transparency. The lack of real-time tracking and communication is no longer acceptable to many Kenyan shoppers, especially those who have experienced smoother processes with international logistics firms or tech-driven local alternatives.
Experts say the pressure is now on Posta to modernise or risk becoming irrelevant. To regain public trust, there is an urgent need for Posta to upgrade its tracking systems, improve customer communication, and offer accountability mechanisms when things go wrong. Without these reforms, the state-owned courier could lose its place as the go-to delivery option for Kenyan e-commerce buyers.
As Kenya’s online shopping culture continues to expand, logistics will remain a vital part of the customer experience. Those who can offer fast, efficient, and trackable deliveries are most likely to win and retain the trust of the digital consumer. Posta’s challenge now is whether it can catch up and deliver what Kenyans truly need in the digital age.
