The Big Billion Day Sale by Flipkart was creating buzz on social media for all the wrong reasons, Buyers claimed that prices on the website were inflated over the past couple of days and therefore the discounts running today are not genuine. The sale was marred with a number of technical glitches. The site crumbled due to overload, with screens showing random errors.
Flipkart’s co-founders Sachin and Binny Bansal have sent an email to its customers, explaining the fiasco and apologising for it.
Expressing regret over customer dissatisfaction, Flipkart apologised for losing customers’ trust and promises to never such displeasing incidents occur again.
About the price changes, it states as they 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.
It also admitted the out-of-stock issues that customers faced that day with Flipkart running out of the stock for many products within a few minutes (and in some cases, seconds) of the sale going live. The letter promised the customers that Flipkart promises to plan much better for future promotions and ensure that they minimise the out-of-stock issues. Regarding cancellations too, the apology stated due to 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, ensuring customers that they are working round-the-clock to ensure availability of additional units for these products.
About website issues, the company explained that it 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.
The letter concludes by declaring that everything the co-founders have achieved at Flipkart is purely on the basis of their customer's trust and faith. This is why they come to work each day and continue to remain extremely passionate about building the best possible customer experience for Indian consumers. They failed to live up to this promise and would like to apologise once again to every single customer for their failure.