Updated 27 October 2026
Looking for the Naivas customer care number? Naivas is Kenya’s largest supermarket chain by branch network, and its customers contact it for everything from online orders and deliveries to branch complaints, loyalty points and data protection requests. This page lists Naivas’s official customer care numbers and emails, taken from its own websites, and explains which contact to use for which problem.
Updated October 2026. Official sources: corporate.naivas.info www.naivas.online.
Sources: Naivas’s official contact pages on naivas.online, naivas.info and corporate.naivas.info, and its privacy notice. Checked on 27 October 2026.
Naivas customer care contacts
| What you need | Contact |
|---|---|
| Customer care phone | +254 111 184 200 |
| Branch queries and complaints | customerservice@naivas.co.ke |
| Help with an online order | 0711 080 000 or onlinesupport@naivas.co.ke |
| Online shop queries | info@naivas.online |
| Corporate enquiries and careers | nssshq@naivas.co.ke, 0711 080 000 |
| Data protection officer | dpo@naivas.co.ke |
| Head office landlines (privacy notice) | +254 (020) 6536305-9, 3506112/3 |
| Online shop | www.naivas.online |
Naivas head office
Naivas’s privacy notice lists its registered address as Naivas Headquarters, Sameer Industrial Park, Road C, Industrial Area, Nairobi, postal address P.O. Box 61600-00200, Nairobi. The company describes itself as a homegrown brand that opened in July 1990 and employs more than eight thousand Kenyans directly.
Which contact to use
Online orders and deliveries
For missing items, late deliveries, wrong substitutions or payment problems on naivas.online or the app, use the online support line, 0711 080 000, or email onlinesupport@naivas.co.ke. Include your order number, the delivery address and photos of anything wrong.
A problem at a branch
For overcharging at the till, product quality, service at a branch or a refund request, email customerservice@naivas.co.ke or call +254 111 184 200. Give the branch name, the date and time, and attach a photo of your receipt.
Finding a branch
Naivas’s corporate site has a store locator for branch addresses. Use it rather than numbers posted on social media, which may be out of date or fake.
Jobs at Naivas
Naivas lists job openings on its careers page and gives nssshq@naivas.co.ke for corporate contact. Naivas does not need to charge you to apply for a job; ignore anyone asking for a fee. For other openings, see JobInKenya.
Your personal data
To ask what personal data Naivas holds on you, correct it or ask for deletion, write to the data protection officer at dpo@naivas.co.ke. Under the Data Protection Act, 2019 you have the right to be informed and to access, correct or delete your data, subject to the law.
How to make a complaint that gets resolved
- Keep your receipt. It shows the branch, till, date, time and items.
- Take photos of the product, its label and expiry date if relevant.
- Ask at the branch first. A supervisor can often fix a till error on the spot.
- Email if it isn’t fixed. Use customerservice@naivas.co.ke and include the receipt photo, branch and what you want done.
- Follow up with the reference you are given, and keep copies of every email and reply until the matter is closed.
- Escalate politely. If there is no reply within a reasonable time, call the customer care line and quote your email date and subject.
Paying at Naivas
Naivas accepts M-Pesa at its tills. Pay only to the till number displayed at the checkout, and check the business name on the M-Pesa prompt before entering your PIN. If you paid the wrong till, see how to reverse an M-Pesa transaction. For card or M-Pesa charges, our guide to Lipa na M-Pesa buy goods charges explains who pays what.
Beware of fake Naivas promotions
Fake “Naivas anniversary giveaway” links and WhatsApp messages circulate regularly, asking people to click a link or share personal details for vouchers. Check promotions only on Naivas’s official websites and verified social media accounts, and never enter your M-Pesa PIN on a link.
Naivas and the supermarket market
Naivas is one of the big supermarket groups alongside Quickmart and Carrefour. Our report on the Quickmart IPO and the supermarket market covers how the chains compare.
Naivas customer care numbers compared
| Need | Contact (as listed by Naivas) |
|---|---|
| General customer service | 0111 184 200, customerservice@naivas.co.ke |
| Online orders and deliveries | 0711 080 000 or 0746 622 385 / 0746 622 386, onlinesupport@naivas.co.ke |
| Corporate and head office | 0711 080 000, nssshq@naivas.co.ke |
| Post | P.O. Box 61600-00200, Nairobi |
Naivas publishes these numbers on different pages (naivas.online, its online-shop terms and its corporate help page), which is why lists online often show only one. For an online order, quote your order number and the phone number used at checkout; for a branch problem, keep the receipt, which shows the branch and till.
More contact guides: Naivas, Quickmart and Carrefour hold 60% of supermarket sales, IPO document shows; Nairobi Water Contacts 2026: Customer Care Number, Regional Offices, Email and Paybill.
Naivas customer care number: frequently asked questions
What is the Naivas customer care number?
+254 111 184 200. For online orders, 0711 080 000.
What is the Naivas email for complaints?
customerservice@naivas.co.ke for branch queries; onlinesupport@naivas.co.ke for online orders.
Where is the Naivas head office?
Sameer Industrial Park, Road C, Industrial Area, Nairobi.
How do I contact Naivas about my personal data?
Email the data protection officer at dpo@naivas.co.ke.
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