Luxury tights and lingerie brand Wolford has apologized, admitting its delivery service was excessive after receiving heavy criticism from customers over delays in orders and refunds.
Shoppers on the review site Trustpilot warned others not to order, with some saying they had waited more than a month for their items to arrive without receiving a refund. .
Almost 90% of Wolford’s 460 reviews gave the Austrian brand one star, where a pair of tights can cost between £25 and £200.
In a review posted this weekend, one shopper said she did not receive the item she paid for in November. “I was planning to wear tights to a Christmas party, but the order still hasn’t arrived by New Year’s Eve. What on earth is going on?”
Another said: “Guys, please don’t buy from Walford. They have a lot of great tights with great quality. This really does provide better service and take care of (customers) like us.” “Sho.”
The company, part of Chinese-owned luxury goods group Lanvin, said it had “unexpected complications resulting in longer-than-expected delays” after switching to a new delivery provider last year to “improve efficiency”. he told the Guardian.
“First and foremost, we would like to sincerely apologize for the challenges you have experienced with our online shopping platforms in Europe and the UK. We apologize for any inconvenience caused by issues with orders, payments and refunds.” Walford he said.
The company has now set up a “dedicated task force dedicated to assisting customers, resolving backlogs, and improving service levels” and is “committed to ensuring all affected customers receive their refunds.” ” he said.
But Wolford’s website warned on Monday that “due to a high volume of orders, shipments may be delayed.”
The latest problems follow a change in chief executive officer in June. Regis Limbert, who previously held senior positions at Prada and Dior, has been brought in to replace Silvia Azzarri and will lead “international development, product line enrichment and technology innovation.”
A month earlier, Wolford revealed that sales in the first half of the year had fallen by nearly 27%, which it attributed in part to unforeseen delivery issues caused by the switch to a new logistics provider. .
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Mr Wolford subsequently said he expected the resulting backlog to be cleared by September 2024, adding: ”, the company is proceeding with business restructuring.
The brand’s six-month loss widened to €25m (£21m) from €16m a year earlier. The company announced that it had received €5 million in shareholder financing between July and September to support the group.
Last July, Lanvin also issued a “letter of solace” promising to provide financial support to enable repayment of any debts incurred, in order to “ensure the company’s survival for the time being.” Published. The warranty cannot be canceled until the end of July 2026.
Wolford was founded in the 1950s and became known for innovative products such as seamless nylon stockings.
