Basing on personal experience in ordering and Flipkart( FK)’s unilateral cancellations, I have the following for FK to observe:
Online Status: is it reliable online status for the availability of kitchen appliances/home appliances? or would you expect the consumer to order and you would cancel on the pretext that it is not available?
Explicit Status Update: if you cancel the order, why don’t you update the online account of consumer with "accurate" information? Why would consumer need to inform that there is discrepancy on what your executive is mentioning and order status online? Acute Discrepancies: Why is it that two different CS executives inform the consumer with two entirely different versions on availability of a simple item within an hour?
Reliability: Who to rely on the actual availability of home appliances: online? or CS executive? any other person who has taken the order and confirmed in the initial instance? Fulfilment: here in you have" failed miserably"...much as you would respond. Why don’t you FULFIL the order that is confirmed, on your own, even if it is delayed by taking consumer into confidence?
Responses: Are you interested in rapidity of responses, with pre-specified text or actually interested in ADDRESSING the actual issue at hand?
Policy: Why dont you change your Cancellation Terms/Policy to Fulfillment Policy: if you truly believe that you can deliver across all the product categories and want to be real pioneer in ultra uber consumer experience? Sorry...you are deluding in believing in such notion...its applicable only on your books category.
Category of Products: Why dont you replicate your completeness in response and fulfillment on books to other categories?
Tolerance: Are you truly interested in the consumer feedback? If so why do you delete the actual experiences of the consumers on your facebook?
Responsiveness: Why dont you enumerate the steps that you have taken online openly and inspire confidence to the consumer on all the issues : availability, incomplete responses, divergent disconnect between CS executives, actual unilateral cancellations?
Good will: do you think its your prerogative or would you like to earn by being truly responsive?
Ex: an insurance agent has proactively reached out and alerted a customer, just before his own cataract operation, in the interests of the customers’ ontime payment of the premium. Can you match up even an iota of such disposition, proactiveness, and above all fulfillment? Absolutely not.
For, ironically, after penning simple request enumerating the specifics of issue to your CEO: Shri. Sachin Bansal, another item which is available online, in my order, was cancelled!!!!
Your service is pathetic, response is plastic, quality of service doesnt get transferred to other categories other than books. Why dont you, for the sake of consumer, focus only on books till you get your basics right and correct?
Enable: Ask the consumer, if she can wait, in case you dont have a product, instead of resorting to useless unilateral cancellations and pathetic bland responses.
Continuity: why is it that 8 CS executives attend at different timelines within 3days on a simple issue? Why is it that couple of CS executives can handle it? How do you ensure continuity of discussions with the consumer is maintained? Why cant the earlier CS executive complete her commitment? Even before it is completed, another CS executive rushes in to reiterate some obscure point which doenst have any relation to the just discussed point with her own colleague?
Why do you wish to INVENT confusion in ADDITION to the confusion that is already prevalent on Online Availability status and Online Order Status?
Criteria: what is your criteria of fulfillment? Just refund of the monies that are due to the consumer because of YOUR unilateral cancellations or actually delivering on the promise that you have made to the consumer by accepting the order?
Order Acceptance: Dont you have the basic systems in place so that BEFORE accepting the order, you would have checked on all the sources of availability of the item and then shoot off a response to the consumer? or is it that your internal systmes/policies are driving you folks to ONLY respond RAPIDLY and given an illusion to the community that the customer service is great? Its sorely disappointing.
Basic Obligation: irrespective of whatsover, the moot question is, why dont you have the basic tenet, of fulfilling an item or request than to recourse to the Unilateral cancellations, specially if you are intended to expand to other categories and wish to continue to grow?
Lots of hype is created in business magazines on being India’s Amazon etc: you are light years behind such grandiose notions...first the basic then the rest will automatically will fillow...
Reversal: Why can you reverse your own unilateral cancellations and fulfil them? Why would you expect the consumer to reach you out, while she in the first instance wishes to wait after order acceptance by you?
Focus: on the consumer positive experience and reddressing the fundamentals than to meet your internal norms/policies/ strange disposition. Its eerie to note that none from the CEO’s office even bothered to respond to affirm their capacity to deliver...perhaps a muted acceptance of your reality.
I would recommend your service only for books but not for any other category.....