Change in strategy of Flipkart, now acting as market place
Recently Flipkart gave a big blow to its customers. Flipkart is now acting only as a broker between buyers and sellers.
Earlier Flipkart used to buy the products and store them in their own warehouses. And was managing the delivery on its own. Flipkart got a cult status among its customers in India. Flipkart had better customer services and even it was better than amazon in India. The delivery part was simply better than its competitor and no one could match its level of services.
I wrote most of the things in past tense, but still the flipkart is best place to shop. And the quality is also same.
But will it be able to continue the same quality of services? And another blow is that flipkart is not responsible for any delivery delay or faults in products. Customers have to directly deal with the sellers.
But still forming an opinion would be wrong, the giant has proved itself atleast in terms of services, though financialy it has not seen break-even and the chances of break-even looks thin in near future.
But since the company have good experiance and controls the market, hope it gives better services to customers and do a full proof profile check of registered sellers.
And if anything goes wrong, than users will go to site like OLX, which also acts as market place.
And now flipkart becomes a sophisticated competitor of OLX. But still the doors in flipkart are not opened for individual sellers. If flipkart finds difficulties in managing the customer requirements or if same quality of services are not provided, Users will run to other sites.
Its very difficult to get the customer loyalty in case of E-commerce business. And Indians are very good at bargaining, the movement they see a site with competitive prices and good services, they will shop at that another site.
Hope the biggest E-retailer of India maintain the same quality and most importantly it redocument its Terms and conditions and remover the clause which says
"All commercial/contractual terms are offered by and agreed to between Buyers and Sellers alone. The commercial/contractual terms include without limitationprice, shipping costs, payment methods, payment terms, date, period and mode of delivery, warranties related to products and services and after sales servicesrelated to products and services. Flipkart does not have any control or does not determine or advise or in any way involve itself in the offering or acceptance ofsuch commercial/contractual terms between the Buyers and Sellers."
Further refering the T&C of flipkart is advised.
Yes,Flipkart is top in the list of E-retailers..
I guess one can gift to others through flipkart...i received two gifts from caclubindia which is received from flipkart with a greeting card addressing wishes..
And E-commerce will have better future too...if they can respect the customer interests..
It is really nice Study ..Mr.pukit
Ofcourse Flipkart is the poster boy. But Flipkart captured the market because of its level of service, but will it be able to provide same quality of service after making itself only a broker.
I mean the new T&C are not in favour of customers/soncumers.
Totally agree with Pulkit, brilliant strategy applied by Flipkart to gain the Customer trust and play with it later. Hope is become a good player but not with the trust of the customers.