Reliance Fresh doesn't believe in Customer Care.

3 bananas, 2 oranges, 1 mango and 1 bunch of grapes. No, I am not going to give a maths question where given the price of each of them, you have to tell my total expense. The sophesticated machines at Reliance Fresh outlets can do that easily and much more!

That is how my fruits and vegetables shopping list generally reads.

Reliance Fresh was blessing in disguise of a store when it opened. The quality of fruits and vegetables was amazing! So fresh, so photo-like! I was happily surprised. It made shopping for groceries and fruits and vegetables not only convenient but also a fun activity.

But it didn't last that long. The store started filling up with general items and fruits and vegetables started taking the backseat. Mostly I buy tomatoes and they were no longer fresh or photo-like but rotten or raw! Carrots were in pathetic shape as well. But I didn't complain, though muttered silently.

Things had deteriorated. You didn't get the freebees if you didn't demand!

Lately they started a scheme where you get sprouts or cut vegetables at 50% off (so that they rot in your kitchen not at their store!). One day I found stuff that was past its Best-Before date. I complained and it was removed from the shelf, but that was not the last time it happened. After that also I found sprouts and vegetables past their usable date.

But the worse was yet to come. My friend found fungus on cut sugarcane which was not even past the Best Before date. He went to return that and complained to the customer care person.The stuff was returned but he was bluntly told that if had problems better he should not purchase from the store. His threats of complaining were blunted with 'do whatever you want to'.


But he could not complain. Because there is no where you can lodge a complaint.

Can you believe Reliance Fresh doesn't have a website of it's own? Or for that matter Ranger Farms? or Reliance Retail? They don't have a customer care email id where you can send in your feedback. You search on internet and you get just a marketing page about Reliance Retail or some unofficial pages about Reliance Fresh.

This is unacceptable and unbelievable that there is almost no emphasis on customer care. I hope Bharti-Walmart and Aditya Birla Group's more will change this scenario and if Reliance does not care for us then may be we too should care a damn for them.

Technorati Tags: Reliance Fresh, Retail, Customer Care

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Aditya Birla Group does 'more' to Trinethra

After aviation industry, it's consolidation time in India's retail sector. And if the former has been heavy on our pocket the latter should be friendly to it. Aditya Birla Retail, an Aditya Birla Group company acquired 'Trinethra Super Value', a chain of retail stores owned by India Value Funds.

Trinethra has got a huge footprint in South India with stores named Trinethra in Andhra Pradesh and Tamil Nadu and Fabmall in Kerala and Karnataka. It has got warehouses in various cities as well.

The new stores have been named 'more' and sport an orange and light green colours.

To be honest I have found 'more' not very different from 'Spencer's Daily'. It is too early to tell how will 'more' diversify. It could be on the lines of Spencer's which has got different names for different size stores:
4000-7000 sq ft: Spencer's Daily.
8000-15,000 sq ft: Spencer's Super
25000+ sq ft: Spencer's Hyper

Ofcourse as the size of stores increases, the variety of items also increases.

Second style is the one pioneered by Pantaloon Retail and followed by Reliance Retail. Having a different brand name and look for different products. Both the retail giants have a flagship store (Big Bazaar and Reliance Mart respectively) and multiple stores which can be termed as niche stores. Reliance has been making lot of noises in this segment with it's Reliance Fresh stores which enjoy deeper reach due to their numbers. Reliance has started a footwear store chain called Reliance Foot Print, a health care store chain named Reliance Wellness and are soon going to start an electronics chain as well. Pantaloon retail however is miles ahead with about 15 brands which include an e-Commerce company (futurebazaar.com), a shopping mall (Central), a medicine chain (Tulsi) and loads of stores having apparels targeted at different age, income and size bracket!

'more' has lots of competition on hand already and coming months are not going to be easier for sure!

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Tale of Retail

Finally Reliance has decided to close its Reliance Fresh stores in UP and Orissa and move out. I don't know about Orissa but in UP this step was taken after protests and vandalism at Reliance Fresh stores in some cities. Mayawati Government ordered closure of some stores citing 'law and order problems' and gave the local administration in all the cities to order closure wherever they felt any such incidents might occur.

Considering that Lucknow had highest first-day sale as compared to other Reliance Fresh stores across country, this move undoubtedly costs Reliance heavily. What I am not able to understand is why only UP ordered this mass closure, leading to exit of the company?

I understand the concerns of smaller retailers, but I believe that these concerns are not limited only to UP businessmen. Losing customers to big retailer is a problem for shopkeepers across country and there have been protests everywhere, but no other government saw such a massive 'law and order' problem and ordered closure of stores. Whereever required stores and employees were given proper police protection, till the protests cooled off.

Will Government behave in same manner when Reliance or Bharti-Walmart come calling with their retail chains? You bet it will and the lame approach it has taken will only encourage the self-appointed protectors (read local politicians and their goons) of shopkeepers' interests to behave in a more violent manner and polotical armtwisting. But may be this won't happen, simply because these companies won't bother to come to UP at all! There are 25 other states to go!

OK, I am not so much bothered about big retailers, but yes I am miffed with treatment extended to R-Fresh. Everyone understands that declining trend in Agricultural sector can be reversed only if this sector becomes organized and entry of retailers is the only way this was going to happen. Reliance has invested heavily in setting up cold-chains across country and equally on transportation and sale of perishable goods, like vegetables and fruits. This will lead to lesser wastage of food products, a task Food Corporation of India has never been able to do and which is not possible without private funding. The farmers get much better price of their produce and we the consumers get the stuff at lower prices. The local sabji-waala suffers but only for a short-term when spill-over customers start flocking him again. And if he is thela-waala then it gets even better. (Also in Hyderabad, I have seen some small sabzi-walas buying from R-Fresh stores!)

I have witnessed this in Hyderabad, where Reliance Fresh stores debuted. And do you know who is the most stiff competitor of Fresh stores here? 'Fresh @' stores from Heritage, an A.P. Government enterprise, till now in milk and milk-production cooperative business. And I don't know of any protests from anyone here.

Frankly, I see this feet-dragging approach by U.P. Government a politically motivated step and I am afraid that Government will do so, whenever any corporate comes to establish any business in U.P. I remember a Shell project being dumped near Allahabad. Anil Ambani's Dadri project has run in rough weather. With such an unfriendly attitude towards private industry, I definitely believe UP is missing the bus to modern trends which are becoming norms all over the country now. Hum to aise hi hain 'Bhaiya'.

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