ENA Coach is facing serious accusations of theft from customers who trusted the company with their parcels. Multiple people have come forward saying staff members are opening packages, removing valuable items, and then offering nothing more than empty promises when the owners demand answers. These are not isolated cases of lost luggage.
Customers describe deliberate acts of stealing followed by rude dismissals at the offices.
One customer sent a parcel from Ikonge on 21 September. It never reached Nairobi according to an an account by Cyprian Nyakundi. The person later learned that the driver who carried the package realised it held something valuable, opened it, and took the contents.
Instead of delivering what was sent, the company appears ready to push for a compensation claim if the owner keeps complaining. The customer has visited the Nairobi offices several times, only to hear the same line that staff are “following up.” The dispatch message confirming the parcel left Ikonge still sits on the owner’s phone as clear proof that the item was handed over to ENA Coach in good faith.
Another customer faced a similar problem when twelve dozen printable T-shirts were sent from Nairobi to Sondu. On arrival, one full dozen was missing. When the owner reported the theft at the Sondu office, staff responded with open rudeness.
They told the customer there was nothing they could do and advised the person to simply go and get another parcel. No investigation, no apology, no attempt to recover the missing goods. The message was clear: the loss is the customer’s problem, not the company’s.
These accounts paint a picture of a courier service that treats customer property as fair game. People pay for a service that promises safe delivery. Instead they meet drivers who open packages and office workers who shrug off the theft. The pattern suggests that some staff members know they can steal with little risk of real consequences. When victims push for their original items, they are steered toward compensation talk or told to replace the goods themselves. That is not how a professional transport company should operate.
Customers who rely on ENA Coach for parcels between towns now have good reason to think twice. Valuable items appear especially at risk.
Once a package leaves the sender’s hands, control shifts entirely to the company. If staff decide to open and remove contents, the owner is left with little more than an SMS confirmation and a series of broken promises. The demand from those affected is straightforward.
They do not want compensation money. They want the exact parcels they sent, returned intact.
Until ENA Coach shows it can protect customer goods and hold its own staff accountable, these stories will continue to surface. People who use the service deserve better than theft dressed up as operational failure. The company must answer these claims with action, not more empty words about following up.
