Over the past few months, Iโve visited the only large-format supermarket in my hometownโReliance Smart Bazaar, Rupnagar.
As someone deeply engaged in retail transformation, what I observed was not just disappointing, but indicative of a larger systemic issue: ๐๐๐ ๐๐๐๐๐๐๐๐ ๐๐๐ ๐๐๐๐๐๐๐๐๐ ๐๐๐๐ ๐๐ ๐๐๐๐๐๐๐๐๐๐๐?
Despite having scale, brand equity, and near-monopolistic presence, the store reflected sub-par operations and indifference to customer experience
๐๐๐ซ๐โ๐ฌ ๐ฐ๐ก๐๐ญ ๐ฌ๐ญ๐จ๐จ๐ ๐จ๐ฎ๐ญ:
โฆ๏ธ ๐๐ซ๐จ๐ค๐๐ง ๐๐๐ฌ๐ข๐๐ฌ: Non-functional ACs and lifts, no signage or alternate arrangements. Staff offered incorrect information or shrugged it off
โฆ๏ธ ๐๐ฉ๐๐ซ๐๐ญ๐ข๐จ๐ง๐๐ฅ ๐๐ข๐ฌ๐๐ซ๐ซ๐๐ฒ: No assistance for multi-floor navigation. We had to carry groceries in buckets between levels
โฆ๏ธ ๐๐ซ๐ข๐๐ ๐๐ซ๐๐ง๐ฌ๐ฉ๐๐ซ๐๐ง๐๐ฒ ๐๐ข๐ฌ๐ฌ๐ข๐ง๐ : Over 70% of items lacked price tags. At billing, most prices needed manual checking
โฆ๏ธ ๐๐ญ๐๐๐๐ข๐ง๐ & ๐๐ซ๐๐ข๐ง๐ข๐ง๐ ๐๐๐ฉ๐ฌ: Minimal presence, low motivation, and poor cross-functional knowledge
โฆ๏ธ ๐๐ฅ๐ฎ๐ญ๐ญ๐๐ซ๐๐ ๐๐ญ๐จ๐ซ๐ ๐๐๐ฒ๐จ๐ฎ๐ญ: Carts overflowing in aisles, unsafe racks, and complete lack of zoning logic
โฆ๏ธ ๐๐ฒ๐ ๐ข๐๐ง๐ ๐๐ฌ๐ฌ๐ฎ๐๐ฌ: Dirty shelves and visibly neglected spaces
โฆ๏ธ ๐๐ฅ๐จ๐ฐ ๐๐ก๐๐๐ค๐จ๐ฎ๐ญ๐ฌ: Only 2 of 6 billing counters functional, leading to long queues and frustrated customers
โฆ๏ธ ๐๐๐ง๐๐ ๐๐ซ๐ข๐๐ฅ ๐๐ฉ๐๐ญ๐ก๐ฒ: Feedback was met with indifferenceโno apology, no intent to improve
๐ ๐๐๐ซ๐ ๐๐ซ ๐๐ฎ๐๐ฌ๐ญ๐ข๐จ๐ง: Has Quick Commerce Shifted Focus from Physical Retail?
With JioMart launching 15โ20 minute delivery last year, one wondersโhas the physical store become an afterthought in Tier 2/3 cities?
๐๐ฌ ๐๐จ๐ง๐ฌ๐ฎ๐ฅ๐ญ๐๐ง๐ญ๐ฌ, ๐ฐ๐ ๐ค๐ง๐จ๐ฐ ๐ญ๐ก๐ข๐ฌ ๐ข๐ฌ๐งโ๐ญ ๐ฃ๐ฎ๐ฌ๐ญ ๐ ๐ฅ๐จ๐๐๐ฅ ๐ฉ๐ซ๐จ๐๐ฅ๐๐ฆโ๐ข๐ญโ๐ฌ ๐ ๐ฆ๐ข๐ฌ๐ฌ๐๐ ๐จ๐ฉ๐ฉ๐จ๐ซ๐ญ๐ฎ๐ง๐ข๐ญ๐ฒ.
๐๐ก๐๐ญ ๐๐๐ง ๐๐ ๐ข๐ฆ๐ฉ๐ซ๐จ๐ฏ๐๐?
โก๏ธ Basic store hygiene and maintenance must be non-negotiable
โก๏ธ Price transparency with correct tags and updated inventory systems
โก๏ธ Staff training in ownership, etiquette, and cross-role support
โก๏ธ Clear navigation and aisle management to ensure customer safety
โก๏ธ Sufficient staffing and open billing counters during operational hours
โก๏ธ Store managers who are empowered and accountable
I share this not just as a customer, but as a practitioner who studies and supports retail evolution. Reliance has the muscle and scale to do it right. But no matter how big the brand, customer experience canโt be ignored.
Have others observed similar patterns in Tier 2/3 retail formats?
Is this an isolated caseโor a broader challenge in balancing digital and physical retail?
Amardeep is a retail analyst who studies global retail trends and forecasts across diverse sectors, offering insights into the market dynamics, opportunities, and challenges faced by businesses. Her expertise spans both market-wide and city-level analysis, helping organizations navigate the complexities of the retail landscape with informed, data-driven perspectives.
