But, I think wrong hires in customer care executive department and too many product/categories to offer have made them more like any other e-commerce site and truly lost their edge.
The whole story began when I recently ordered a sandwich maker from Flipkart on 26th Nov’12. It is delivered like always in record time on 27th Nov’12 but the serial number on the invoice was different from the serial number on the product. I requested them to generate the correct invoice for the warranty reasons on 29th Nov’12 and provided them the screenshot of correct serial number on 3rd dec’12.
To my surprise on 3rd dec’12 , they requested to replace the product which was totally illogical for just correct invoice generation either they haven’t gone through my concern or a standard practice to replace the product like this. I told them the product is fine and no need for replacement just give me correct invoice but after 2 repeated emails for next 1 week with no response from their side I finally got the correct invoice. But, as general courtesy, they didn’t even thought of apologizing the inconvenience caused in their delayed response in last one week (they did it in initial template emails only). If someone want to read the whole email chain can check it out here :
It’s not very big issue and seems to be like passing affair for others, but if you check their facebook page which used to have all praises now turning sore as well. I didn’t have much bad experience in this case but some others might !!
Even, the prices they are charging without any discount coupon is too much. I recently bought three books from indiatimes shopping (using their discount coupon) for 583 INR which were costing me on flipkart around 700 + INR, in my loyalist mode I would have bought from flipkart only but seeing the price benefit I ordered from indiatimes and wolla they too delivered it in 2 days !!
Few weeks back I ordered from jabong, indiaplaza as well and their delivery time was too awesome. In case of jabong, they delivered a 149 INR flip-flop (actually 399 INR but got 250 INR discount coupon from makemytrip) with no delivery charges (flipkart minimum 300 INR for free delivery) in less than 10 hours. So, my point is now-days everyone is delivering products in record time or committed time so nothing special in that front from flipkart and they are charging premium on it. So, how long they can sustain.
Recently, I read some news about their ongoing FDI issues on Quora https://www.quora.com/Flipkart/Flipkart-warehouses-raided-on-30-nov-whats-next and related news in it. So, in all I am not pretty much sure how they are dealing with all these and still trying to be Amazon of india.
With recent induction of too many product lines and categories, they want to conquer all but in the run of their investors money they are losing their loyal customers with bad customer care experience or high premium !! So lets see how it goes in future and my post here might wake up some person in flipkart to atleast offer apology.
Aah !! I forget the last thing, Flipkart please stop snooping into my cart. I will buy when I have the money cum mood and make sure not from you guys.
PS: I am avid e-commerce shopper and even ration in my house is now bought by my father online 🙂