BUYER BEWARE: Operational Lapses at a Leading Supermarket

Our biweekly shopping routine is usually dictated by three factors: the availability of fresh morning produce, competitive pricing compared to wet markets, and a personal stake, as we are part-owners of this listed company. However, a recent experience highlighted significant gaps in service and system integrity that every shopper should note.

1. Pricing Errors and Staff Attitude

Yesterday, I ordered local red rice (unpolished). While the weight was correct, the price was not. I was overcharged by Rs. 40 per kilo. When I pointed out the discrepancy, there was no apology—only a curt, annoyed acknowledgment before the salesperson relabeled the item.

The Lesson: Always double-check the price-per-kilo on your labels before heading to the checkout.

2. Operational Inefficiency

On multiple occasions, I’ve noticed that scales run out of label stickers during peak morning hours. This causes a 4-to-5-minute delay while rolls are replaced. In a fast-paced retail environment, time is money.

A Simple Solution: Why aren’t rolls checked and replaced before the store opens? Better yet, the company could install weighing scales directly at the Point of Sale (POS). This would eliminate the need for separate printer rolls at weighing stations and streamline the customer journey, saving significant costs across all island-wide branches.

3. System Vulnerability

The current system is "breakable." If a salesperson can easily overcharge a customer, the reverse is also true—someone with "insider help" could intentionally charge less for costly bulk items. This represents a serious loophole in inventory management and revenue protection.

Final Thoughts

As a shareholder, I intend to raise these concerns regarding operational efficiency and system security at the next Annual General Meeting (AGM). Until then, I urge all shoppers to remain vigilant. Once time and money are lost through inefficiency or error, they are gone forever. 

Check your labels. Value your time.

#ConsumerRights  #RetailEfficiency  #SriLanka  #BuyerBeware  #ShareholderValue #CustomerService



Location: Makumbura, Pannipitiya, Sri Lanka

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