A growing number of customers are raising serious concerns about Ena Coach after repeated complaints of missing parcels, delayed deliveries, and what many describe as a complete lack of communication from the company.
The latest case involves a parcel that was sent from Ena Coach’s Eastleigh office to Kisumu last Friday with the expectation that it would be delivered by Saturday evening.
Several days later, the parcel had still not reached its destination, leaving the customer frustrated and searching for answers.
While delays can happen in any transport business, many customers say the bigger issue is not the delay itself but the silence that follows.
People expect a company to communicate when something goes wrong. They expect updates, explanations, and a clear plan to resolve the problem.
Instead, many claim they are left waiting without any official response.
The latest complaint quickly attracted attention on social media after the sender shared their experience. Within a short time, the post received more than one thousand comments.
Rather than defending the company, many users shared similar experiences, saying they had also lost parcels or received damaged deliveries without any meaningful assistance.
Others claimed they had spent weeks trying to trace missing packages without success. Several said they never received compensation or even an apology.
The large number of complaints raises difficult questions about customer service and accountability.
Every business is bound to face challenges, but how it responds often determines whether customers continue to trust it.
A simple update, an apology, or regular communication can make a significant difference when a customer is facing uncertainty.
Instead of a public response addressing the growing concerns, the sender says they only received private WhatsApp messages from staff members asking them to calm down.
To many customers, such messages do not solve the real problem.
They believe the focus should be on locating missing parcels, explaining what happened, and assuring customers that measures are being taken to prevent similar incidents.
Many people who commented online insisted they were not trying to damage the company’s reputation.
They said they were simply sharing genuine experiences after feeling ignored.
Among them were business owners waiting for stock, students expecting important documents, and families hoping to receive valuable items safely. For these customers, the issue goes beyond a missing parcel.
It is about trust.When people hand over their property to a transport company, they do so believing it will arrive safely and on time.
If something goes wrong, they expect honesty and accountability. They also expect the company to have a clear system for tracking lost parcels, compensating affected customers where necessary, and communicating throughout the process.
Attention is now turning to how Ena Coach will respond. Customers are calling for an official statement that addresses the growing concerns instead of private conversations with individual complainants.
They want transparency, practical solutions, and reassurance that future deliveries will be handled more effectively.
A lost parcel is frustrating enough, but prolonged silence can damage confidence even further.
Many customers believe that restoring trust will require more than words. It will require action, open communication, and a commitment to treating every customer with the respect they deserve.
Until then, the unanswered questions surrounding missing parcels are likely to continue putting pressure on the company.
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