Over the last week the amount of press on Flipkart’s $1 Billion raise and Amazon’s $2 Billion investments in India have been significant.
I have been a big personal fan of Flipkart, but I notice that they dont have the sense of customer joy and delight that Amazon does. Even though that’s a stated goal and they religiously preach it, they rarely follow it.
I have had personal experiences as well shopping with both companies, and Flipkart is the “reliable grocer” and Amazon is the “delightful marketplace”.
That means the game is not about the amount of money raised or invested by either company, but more the extent they go to make customers happy.
I had an extremely poor experience with Flipkart last week, and it was clearly their mistake. An apparent policy of not allowing a customer id to order 2 phones, was to blame, but nowhere was that policy apparent until after they nearly shipped the product home.
And when asked why they messed the order up, they claimed policy was to blame as opposed to their internal issues. Largely, the experience makes me not want to shop again at Flipkart. Not that it matters to them, since there’s enough demand. But in the 10+ years of shopping at Amazon, I have never had a poor experience, even when it was my fault.
When Amazon messed up my order, last week, I got a full refund and a thank you gift as well for the inconvenience.
With Flipkart all I got was lousy emails explaining their policies.