"Sir, Abhi Naya Hun", and the Future of Quick Commerce

I am sure we all have faced many types of problems with quick-commerce deliveries and the most annoying problem happens when the delivery person is not able to navigate to the location despite guidance over phone. I have had many instances which put me at wit's end. Once we had to travel in the morning and my wife was doing packing all evening and also into the night, and I said I would order food from my favorite restaurant at Swiggy where my past experiences were great. The delivery guy left the restaurant and took very long time to reach my address and finally brought cold food in a packaging which was totally un-marked with any brands of either the restaurant or Swiggy. I was furious, but now I don't remember if I complained to the customer care or not. 

Last month, I faced a similar annoying delivery boy who took ages to reach my place. He called me 3-4 times to ask for the way while he was showing just 3 minutes away from my place. I tried to cancel the order but since the delivery was out, the platform did not allow me to cancel. I decided to wait till I get the package before I make a complaint. He finally arrived an hour late after multiple phone calls. When he handed me the carry-bag and turned to go back, after a moment he turned and came back to me and said, "Sir, Abhi Naya Bharti Hua Na, To Samajh Nahi Aya, Late Ho Gaya". I was touched and my anger vanished instantly. I even felt guilty of planning to raise a complaint, and I decided to forget the incident. 

Although I do not always feel guilty in such cases where the blame lies on the other person, but I have forgiven these delivery guys for their poor service as a rule. After some experiences, I had realized that these guys are many times new recruits with little training or experience, and many would be from nearby villages, working in a big city for the first time. Many of them are not used to the technology too and also not aware of the localities they have to travel to. Hence, as a practice I try to forgive and move on. 

I have never seen any food delivery company claiming to be excellent in delivery experience, but I am sure there is a hidden mess within their services. Their poor services are hidden behind the shiny colorful brand logos and tiny tapes binding the food packages to keep those intact. Quick commerce is not new by now and we have been using it for years, and it is a miracle that their processes and service still feel like in "year one". A major reason for this would be huge churning of delivery talent, as this job does not provide them with a stable and sustainable career. Over last couple of years I have seen many students and young men into delivering items in the evening, as a part-time job for a couple of hours to fund their expenses. We also see a few women who are working as delivery personnel. If we think of how these people are trying to earn their livelihood, 20 rupees at a time, it is something worth empathizing with. May be just like we collect some of the bad experiences into our memory with time, these delivery people are also collecting their own bad memories. All customers are not well behaved and do not always forgive. Many customers are rude, and they shout and treat them badly too. Therefore, whenever possible for us, we customers can choose to forgive and forget too, for the sake of our overall society. 

These days I am trying to avoid or order less from the quick commerce, and it is a constant struggle. But over last couple of days I have noticed a strange pattern. While handing over the items, the delivery boys who are of younger age, are trying to look inside the house, as if trying to ascertain the wealth, and it felt scary. This has prompted me to take my "avoid quick commerce" and "walk to the shops" initiative more seriously. Only time can tell how successful I am, but sometimes this whole quick commerce model feels so inconvenient for both the customers and the delivery guys both. We can ignore convenience even if it goes against our natural "habit formation", but when it comes to "risks", it is an entirely different thing. 

I think the final word has not been said yet in the success or failure of the quick commerce model. But is it really necessary to push an unsustainable, unhealthy, bad for the environment, stressful and many times inconvenient and risky adventure into making it "the next big thing"? 

- Rahul Tiwary