LuLu Hypermarket, Kochi — Attraction in Edapally

Dear Customer Relations Manager,

Over the past three months, I have visited your Kochi location 9–10 times for various purchases. I would like to commend your extensive stock and the courteous demeanor of your staff. They have consistently been helpful and attentive, which is highly appreciated. While some items appear to be priced slightly higher, the majority of your products are fairly priced, offering great value.

However, I would like to bring certain pressing concerns to your attention.

Customer Time Management

I question the extent to which the hypermarket values its customers’ time. I fully understand the challenges of managing peak hours and the unpredictability of customer influx. However, the long queues and inefficiencies reflect a lack of forward planning. Perhaps the overwhelming crowd was not anticipated when you initially planned your space allocation, but this shortcoming now translates into significant inconvenience for customers.

For example, during evening visits, I have had to wait in line for nearly 30 minutes to reach the cashier. At the checkout, it’s evident that the trainee staff are struggling to handle the scanning process, and many items—particularly vegetables—require manual entry. This not only slows down the process but also adds to customer frustration.

Checkpoint Efficiency

I appreciate the extra layer of security at the exit to ensure no unbilled items are taken out, but I question its effectiveness in its current form. Does it truly serve the intended purpose, or is it another bottleneck contributing to delays?

Potential Solutions

One notable concern is the inefficiency of the vegetable weighing system. While tagging vegetables at the weighing point is practical, why not integrate payment into this step? Alternatively, consolidate all billing processes at the main exit tills.

Given Lulu Hypermarket’s reputation and global exposure, I am confident you engage in thorough market research and are aware of the successful practices employed by international MNCs and retail giants. Implementing proven methods or devising innovative solutions tailored to your operations would be a step forward.

For instance, self-checkout counters and AI-driven technology could significantly enhance the checkout experience. Introducing express counters for small purchases or warm food items would also alleviate congestion and cater to time-conscious shoppers.

Personal Experience

Last Sunday, my grocery shopping took an astonishing 3.5 hours, which is unacceptable by any standard. I urge you to escalate this issue to senior management and address it as a matter of priority.

I am not merely seeking a generic response thanking me for my feedback. I sincerely hope to see tangible changes implemented to enhance the overall shopping experience. The time has come to value customers’ time as much as you value their patronage.

Thank you for your attention, and I look forward to seeing improvements in the near...

I recently had the pleasure of shopping at Lulu Hypermarket in Lulu Mall, Kochi, and I was thoroughly impressed by the wide range of items and the exceptional quality offers

Fresh Produce: The fruits and vegetables section is outstanding. The produce is fresh, well-organized, and of high quality. It’s clear that great care is taken to ensure only the best items are available. The variety is impressive, with both local and exotic options.

Meat and Seafood: The meat and seafood section is top-notch. The products are fresh, well-displayed, and hygienically handled. The staff is knowledgeable and helpful, ensuring you get exactly what you need. The freshness and quality are unmatched, making it a reliable place for these essential items.

Bakery: The bakery at Lulu Hypermarket is a treat. The bread, pastries, and cakes are freshly baked and taste delicious. The selection is vast, catering to different tastes and preferences. The quality of ingredients and the care in preparation are evident in every bite expect for 1 thing, I'll attach its picture below .

Packaged Foods: The variety of packaged foods is impressive. From international brands to local favorites, there’s something for everyone. The shelves are well-stocked and organized, making it easy to find what you're looking for. The quality and range of products are excellent.

Household Items: The household items section is extensive, offering everything from cleaning supplies to kitchenware. The products are of high quality and reasonably priced. The organization of this section makes it easy to navigate and find what you need.

Electronics: The electronics section boasts a wide range of the latest gadgets and appliances. The products are from reputable brands and come with warranty options. The staff is knowledgeable and helpful, providing good advice and support.

Clothing and Accessories: The clothing section offers a great variety of styles and brands. The quality of the fabrics and the latest trends are well-represented. There are also frequent discounts and offers, making it a great place to shop for fashion.

Customer Service: Overall, the customer service at Lulu Hypermarket is exceptional. The staff is friendly, helpful, and always ready to assist. The checkout process is efficient, ensuring a pleasant shopping experience from start to finish.

In conclusion, Lulu Hypermarket at Lulu Mall, Kochi except for the snack which i had, I'll attach its picture below but the rest of the mall offers a fantastic shopping experience with a wide range of high-quality products and exceptional customer service. It’s my go-to place for all my shopping needs. Five stars...

Rating is not for the hypermarket itself but the general experience. The hypermarket offers an extensive selection of products across many brands and that's very convenient for me as some products I can only get here. Some items also have good discounts. The fish section is also good with a lot of variety of fishes. I've visited so many times now I know exactly where each product is and can quickly navigate through my checklist, helps quickly do grocery shopping in an hour and be on my way.

But this is where I see the problem. No one seems to understand this concept of time. I can see many people strolling around in the hypermarket like it's a museum and spending 2-3 hrs in there. I avoid visiting on weekends/holidays, the place is a mess, overcrowded to the brim. And it gets compounded as people visit without any intent for shopping just for sight seeing. Many times I've seen groups of 7-8 family members visit, I'm like, people in Kerala really like grocery shopping for the whole family to visit maybe (sic). I get that Lulu mall is a tourist attraction and will have an influx of people but the sad state is that 90% of the people are near the hypermarket sections. If you walk away in the other direction, the place looks like a deserted mall with no one around. And this is what frustrates me, the poor mindset of people. If you want to spend time out, go to a park or a beach or museum or somewhere nice. The idea of visiting a mall just to get out of home is pretty uneducated and sadly that's what is plaguing the hypermarket experience. On weekends, the sight outside the hypermarket is pathetic, people sitting on floors like its the railway station waiting for something. I really can't understand why so many people visit and spend 2-3 hrs in a grocery mart, there's much better things to do.

For people who genuinely do groceries, do visit on weekdays preferably in the morning or late in the evening, will help you get done with groceries in an hour. The place is good and caters to pretty much all household needs, but the experience is horrible...