After receiving plentiful of complaints and looking at the social media outrage caused by the customers finally Flipkart has come out with an apology note for the inconvenience caused to the customers during the Big Billion Day sale on the website.
In a 642-word apology letter to customers Flipkart founders Sachin and Binny Bansal has highlighted how they worked from past few months for the preparation of this grand the day. But however, looking at the way customers felt during the shopping and throughout the day, the two said that they were unhappy as they failed to meet the customer expectations.
The letter highlights all the issues that customer faced during the day.
- Flipkart has accepted the fact that the prices of some products were changed to non-discounted rates for a few hours as they prepared various deals and promotional schemes and but has also promised that nothing like this would repeat ever again.
- The letter said that, Flipkart ran out of the stock for many products within a few minutes (and in some cases, seconds) of the sale going live. They had ensured availability, anywhere from hundreds to a few lakh units for various products, but it was nowhere near the actual demand. But going forward, Flipkart has promised to plan much better for future promotions and ensure that we minimise the out-of-stock issues.
- In many cases, a large number of people were buying specific products simultaneously, due to this in some instances of an order getting over-booked for a product that was sold out just a few seconds ago. “We are working round-the-clock to ensure availability of additional units for these products and will do our level best to ensure that we minimize any cancellations,” it said.
- In case of technical issues on the website, the mail said that they had over 5000 servers and had prepared for 20 times the traffic growth – but the volume of traffic at different times of the day was much higher than this. “We are continuing to significantly scale up all our back end systems so that we do a much, much better job next time.”
Despite of everything be it technology issues, over-priced products etc. during the Big Billion Day sale Flipkart managed to get over 1 Bn hits on the site in one day, with over 1.5 Mn shoppers purchasing goods taking total sales done by Flipkart to $100 Mn in just 10 hours. Whereas, Snapdeal which was also running a marketing campaign, sold products worth INR 1 Cr. a minute.
Though numbers for both appears a bit similar for both, but the Snapdeal won the customer experience during the day.