A few months ago, a shopkeeper in Kohara called our office, upset. A batch of packaged snacks had reached his shop slightly damaged, and he wanted to know what we were going to do about it.
Here's the honest answer, and the process we actually follow.
Our sales officer went to the shop that same day to see the damage himself, not just take his word for it over the phone. Seeing it firsthand matters — it tells the shopkeeper we take it seriously, not just as a policy line, but as a real visit.
If damage happened during our handling or transport, that's on us, and we replace the stock immediately, no argument. If the issue traces back to how the product was manufactured or packaged before it ever reached our godown, that's a conversation we have honestly with the brand — because product quality itself isn't something we control or guarantee, only the brand can address that.
Too many businesses treat a resolved complaint as closed the moment the immediate problem is fixed. We call back a week later, just to check the shopkeeper is satisfied and there's been no repeat issue.
What this process protects isn't just one retailer relationship — it protects the trust our whole network runs on. A shopkeeper who sees a complaint handled honestly and quickly tells other shopkeepers. That's worth more than any single transaction.
For brands considering a partnership with us, this is also worth knowing upfront: we'll always be honest with you if something needs addressing on your end. We'd rather have that direct conversation early than let a retailer relationship quietly erode.
Thinking about bringing your brand to Punjab?
Start a conversation