Flipkart (The Online Megastore), a day after its Big Billion Day had sent a
letter to its customers apologising for the faults in the site as they couldn't
keep up with the heavy traffic.
The Big Billion Day sale got Flipkart more than a billion hits in a single day,
but it turned to be a nightmare for the website.
Discontented consumers expressed their displeasure on the social networks about
hiked up prices, order cancellations and the number of attempts to be
made by them for purchasing a single product, along with Flipkart's servers
throwing up random errors.
Here's
Apology letter sent to customers by
Flipkart:-
"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 Bansal and Binny Bansal (Founders) "
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