Flipkart’s Apology Letter To It’s Customers

Here’s the text of the apology letter that the company sent to customers:

“Dear Customer,

Yesterday was a big day for us. And we really wanted it to be a great day for you.But at the end of the day, we know that your experience was less than pleasant. We did not live up to the promises we made and for that we are really and truly sorry.

It took enormous effort from everyone at Flipkart, many months of preparation and pushing our capabilities and systems to the limit to be able to create this day. We were looking at fulfilling the dreams of millions of Indian consumers through deals and offers we had painstakingly put together for months.

And though we saw unprecedented interest in our products and traffic like never before, we also realized that we were not adequately prepared for the sheer scale of the event. We didn’t source enough products and deals in advance to cater to your requirements. To add to this, the load on our server led to intermittent outages, further impacting your shopping experience on our site.

An unprecedented 1.5 million people shopped at Flipkart yesterday. While we stand humbled by the sheer faith that such a large number of customers have shown in us, we are unhappy that we were unable to live up to the expectations of millions more who wanted to buy from us yesterday.

And this is not acceptable to us.

Delighting you, and every single one of our customers, is absolutely the top most priority for Flipkart and we have worked very hard over the last seven years to earn your trust. Yesterday, we failed that trust. We have learnt some valuable lessons from this and have started working doubly hard to address all the issues that cropped up during this sale.

Price Changes As we were preparing various deals and promotional pricing in the lead up to the sale, the pricing of several products got ​changed to their non-discounted rates for a few hours​. We realise that this breaks the trust our customers have put in us. We are truly sorry for this and will ensure that this never happens again.

Out-of-stock Issues We ran out of the stock for many products within a few minutes (and in some cases, seconds) of the sale going live. For example, most of our special deals were sold out as soon as they went live. We had ensured availability, anywhere from hundreds to a few lakh units for various products, but it was nowhere near the actual demand. We promise to plan much better for future promotions and ensure that we minimise the out-of-stock issues.

Cancellations We had large number of people buying specific products simultaneously. This led to 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 minimise any cancellations.

Website Issues ​We realise that the shopping experience for many of you was frustrating due to errors and unavailability of the website at times. We had deployed nearly 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.

Everything that we have achieved at Flipkart is purely on the basis of our customer’s trust and faith. This is why we come to work each day and continue to remain extremely passionate about building the best possible customer experience for Indian consumers. We failed to live up to this promise yesterday and would like to apologise once again to every single customer for our failure.

Thank you. Sachin and Binny”

20 thoughts on “Flipkart’s Apology Letter To It’s Customers

  1. This is an excellent way of escaping humiliation… If you are really apologetic about your failure yesterday and if you really want to restore the trust of millions, then you should find ways to compensate all those who went to your website just to increase the number of hits because all your products were either sold out or highly priced. Just an apology doesnt make us happy… Think about it!!

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  2. Flipkart was the most trustworthy site for me always.
    But that single day incident removes all of it !
    This apology is a sweet escape.
    I just cant understand the pricing and out of stock system which you people apologize for by showing the amount of traffic that your site had that day and by giving the sales figure.

    Oh come on !!

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  3. MISTAKES HAPPEN! Nobody is God up here. And to come out and accepting it in front of the world takes Balls which very few companies have. Flipkart has always been amazing, never gave me a chance to compain before! Just keep doing your best..i have faith in you guys 🙂

    And apology accepted!

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  4. I agree that due to such turnout of.customers there could be problems but 4 days before the sale was on i was checking the price of iphone 5 s which was showing 34000 and during the time of sale it was showing 49999.how would you justify such price hike…?

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  5. Yes consistency is important, and so are deliverables and assurances, however 1 bad day should not hamper the dedicated work they have been doing over the years !
    Chill, its not the end of sale !
    1 mistake is ok, but ensure it doesn’t happen again

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  6. Flipkart have always excelled with its services and have delighted the customers always, How can a one day incident can take erase all the image which flipkart has set up over a period of time.
    people are being too much judgmental about the BIG SALE DAY , No one is seeing the aspect that so far this “big sale day” concept was being followed in foreign countries and Flipkart has bought it to us so that we can avail the same in our own country and beyond all these I would say “First time is always a try it never goes perfect” , perfection comes with practice and this fact is true incase both of individual and organization level.
    so please don’t be too much judgmental about the company and understand its efforts to make best possible ways to cater you.

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  7. It was d first time we saw something like this. Great going flipCart. Good try..

    Guys shit happens.. they r doing something good.. initiative..
    So u judge them the next time.. ive them a chance. Its good to.

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  8. Yeah. Mistakes do happen. I just wish to point out your certain mistakes I or my friends experienced the BBD sale

    1. Ordered a TV – MRP: 28k :: Offer Price – 16999 – Status – Cancelled
    2. Moto E – MRP 7K :: Offer Price – 1500 – Status – Cancelled (11 Nos – Including all my friends’ order)
    3. Canon Printer – MRP – 2999 :: Offer Price – 1899 – Status – Delivered (Printer had a bag worth 999 free without the offer)
    4. JBL Flip Wireless Speaker – MRP – 14k (This was around 8k before) :: Offer Price – 7599 (Price in Snapdeal – 6999; Ebay – 7299)

    From the above, I believe a few of them were clerical glitches (Like Moto E at 1500). Its understandable how strain it would be on the employees when a sale of this impact is going on. But, it’s very rare to see mistakes and purposeful avoiding. Certain things were designed to fool people (Like Reviews were turned off)

    However, I do appreciate the whole heartiness of sending an apology when the fact was understood.

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  9. They have apologised to all the customers, very seldom companies do that. I think we should give them a chance again. But, they can be forgiven for every other mistake but not the price discrepancies highlighted by Subramaniam. That has completely broken the my trust as a customer

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  10. oh common you just broke our trust and first you were showing off by giving advertisement on newspapers and now you are telling us that it was network issue,
    now we can’t change whatever happened and you are apologizing for this its ok but now you have to take more efforts to gain trust of customers,for gaining name it takes much time but for losing it just one moment is enough so just do sonething by which people can trust you….
    🙂

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  11. Publish your apology in all the newspapers or magazines just the way u guys endorsed ur BBD.. This is a sweet escape, trust once broken hard to get back.. U made a sale of 600crores and wat did the customers get?? Out of stock?? Order cancelled?? Give us one more BBD without any glitches

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  12. Its ok sir! You brought Amazon’s owners ball to his throat! We still believe in Swades! Bansal brothers we support you! In a few years down the line we want to see Flipkart on the land of Amazon!! What say!

    Like

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