Flipkart

Is it only me or are you also seeing Flipkart ads everywhere? Almost every Google ad, on any site I visit is invariably a Flipkart ad. Every alternate ad during IPL (yeah, I am one of the five-odd people in India still watching it everyday) is one of those mouse ads. Which I have gotten bored of completely now. And they were not all that clever to begin with.

It is only because the site itself is so awesome that I don't mind it all that much.

They have a phenomenal collection of books, offer great discounts and have the fastest check out of the shopping cart I have seen on any e-commerce site.

But, the best thing has to be the service standards. Which, unfortunately, most Indian firms that directly interact with the customer don't seem to realize.

I had been resisting joining the Flipkart bandwagon for a long time. Despite glowing recommendations (and Facebook 'Like's) from IITD alumni (one of the founders, Sachin Bansal, is a batchmate from engineering - we used to play Age of Empires together. Would have bonded with him some more had I known he was going to start such a successful firm). Because of my usual disdain for too many people asking me to like something.

I also prefer touching and feeling a book before buying it and browsing through the various aisles at the local Landmark store. Which is about the only decent bookstore (bookstores, actually - there are two) in Mumbai in my experience.

But, I was looking for a book recently and the only place I could find it on was Flipkart. I gave in. Placed an order. Was done placing an order in just about a couple of minutes because of the really smooth interface. Kept getting updates on the movement of my book. And then it got delivered to my office in 3 days! The delivery man was very polite - unbelievably so. And they have Cash On Delivery.

One reason why their delivery system is so good is because they have their own courier network. They do not rely on the usual courier firms. At least for the larger cities.

The second reason is that there seems to be some thought given to the kind of people they recruit. I have ordered a fair amount of stuff from them in the last 2-3 months, and every time the person delivering the package has been very polite. Which is so so rare in India.

And I was sold on them completely today when I called their Bangalore center after a rare fuck-up. I had placed an order way back on the 5th of May, but even though the order showed up as approved in my account, there had been no movement in terms of dispatch. Had got an inconclusive response when I had checked with them last week. And since I really wanted the books, I called them up again. The call center guy was a little lost as to why the delay had been caused, but then he connected me to someone obviously more senior. He was very polite, apologetic to the right degree for the fuck-up and replaced my order right away, promising that the books will be delivered from Delhi in 2 days. He checked before that if the books were available in Mumbai, in which case they could have been delivered today. They were not, and I still have to see if the 2-day delivery promise holds true. But, when you are pissed off, and the person at the other end just listens to you and understands your concern, it makes up for so much.

Flipkart is great.

And it also feels great that a person I played AoE with (and defeated on very rare occasions - Sachin was quite good at it) is responsible for it to some extent.