Customer Challenges in Quick Commerce and The Impact of Unavailable Items

Quick Commerce (Q-commerce) has drastically changed the way we shop by offering incredibly fast delivery of groceries, household items medicines snacks, and personal care products. Q-commerce focuses on meeting customers' urgent needs within 10-60 minutes, whereas traditional e-commerce platforms may take 1 or several days for delivery. This business model has been highly favored by people living in urban areas who are busy and concerned with speed, convenience, and easy access to goods. In cities like Delhi NCR, consumers are turning to websites like Blinkit ,Zepto ,Swiggy Instamart, and Dunzo to fulfill their daily shopping needs. The major reasons behind the popularity of this new trend in Q-commerce are changes in consumer lifestyles, the proliferation of smartphones, electronic payment systems, and the extensive use of the internet. Customers love that they can order anytime and anywhere and get the delivery very soon. This service is a great help to working people students families, and elderly who cannot afford to spend time and effort. Q-commerce is especially helpful in emergencies or when one has urgent needs because it can provide one instantly with the required goods.

However, even though Q-commerce platforms are growing rapidly and attracting more customers, their users are experiencing a number of service-related issues. One of the most frequent is product unavailability, meaning that the item displayed on the app is not available at the time of placing the order. Besides wrong or spoiled orders, delayed refunds, poor customer care, technical glitches in the app are some other problems that many users face as well as late deliveries at busy times. A further problem is low real-time tracking where customers do not get clear updated information about their orders. These issues lead to customers' frustration and loss of satisfaction as well as trust. The main purpose of the article is to explore consumer problems in Q-commerce services in Delhi NCR. Primary data was gathered via a structured questionnaire which was used to gather the answers of thirty respondents. The answers were analyzed using simple percentage methods to find out the major service gaps, clients' requirements and usage patterns. The results reflect that customers give the highest importance to speed and convenience however an extremely negative experience can make them change their loyalty and decision to purchase again. The study's results also indicate that the Delhi NCR city holds a huge potential for starting a Q-commerce business however it cannot do well over the long term without certain additional factors like delivery on time. The businesses should guarantee high service quality, improve customer service, better inventory management, and more transparency in communication. In the digital retail environment,

Keywords: Difficulties delivery,Q-Commernce , Delhi NCR ,Customer satisfaction