Quick Commerce Dilemma

Had an interesting conversation with a person this afternoon. The gentleman called the customer helpline number and asked if he has reached Pascati; to which I responded yes.

Next question, "do you make chocolates without palm-oil?" to which I responded yes.

What followed was an exchange of over 12 minutes, which made me look at the quick com retail game through a different lens. To give you a gist, the gentleman wanted to purchase a single bar of chocolate (MRP 300/-).

1. He did not want to purchase the bar online thru our website. After assuring him that we will deliver it the same day.

2. He did not want to step out of the comfort of his home to visit a store (in his case he was from Malad and the nearest place he could get his hands on our chocolate is our Vile Parle warehouse, approx. 30 minutes away).

3A. He wanted us to raise an invoice so that he could RTGS the amount immediately. Then, he cited that Swiggy gives him a COD option and delivery in 10 mins for household items, which he expected us to match.

3B. He trusted a large company like Swiggy with making a purchase but not our website.

4. He did not want to pay additional 200/- delivery charge for Porter for an invoice value of 300/-.

5. He expected a small bootstrapped company to match services of a large well funded organisation.

It was clear he was adamant and not willing to acknowledge that we are a small company and cant possibly handle multiple queries manually that come in every hour; which is why brands have a website to direct them to make a purchase. He started to give examples by stating what he would have done if he were in my shoes.

After patiently hearing him out (without interrupting him), I thanked him for his time & feedback and then hung up.

Larger well funded organisations have depth in marketing and distribution which is not going to be matched by any small business offering a niche product.

But it certainly raises questions on this models sustainability? At what point in time does someone up the ladder go "are we making any money on this?"

Until these questions are asked by management/investors and someone is held accountable, Indian consumers continue to enjoy the quick com's comfort and convenience.