Wolford, a brand that sells luxury tights, has apologized for delays in processing orders and refunds
Wolford, a company that sells luxury tights and lingerie, has apologized after customers criticized it for delays in orders and refunds. The company admitted that its delivery services were overwhelmed.
Customers have shared their complaints on Trustpilot, warning others not to order. Some said they waited over a month for their items to arrive and couldn’t get a refund.
Nearly 90% of the 460 reviews for Wolford gave the company only one star. One customer wrote this weekend that they hadn’t received items they paid for in November, saying: “I was supposed to wear the tights for a Christmas party and then New Year’s Eve, but I still haven’t received my order. What’s going on?”
One person wrote: “Ladies, DO NOT BUY from Wolford. There are many other great tights with better quality that treat customers well.”
The company, which is now owned by the Chinese luxury group Lanvin, told the Guardian that “unexpected problems caused longer delays than expected” after changing to a new delivery service last year to “improve efficiency.”
“First of all, we sincerely apologize to our customers for the difficulties they’ve experienced with our online shopping platform in Europe and the UK. We deeply regret any problems with orders, payments, and refunds,” Wolford said.
Wolford announced it has created a special team to help customers, clear delays, and improve its services. The company said it is fully dedicated to making sure all customers who are affected get their refunds.
However, a message on Wolford’s website on Monday said, “Due to a high number of orders, deliveries may be delayed.”
These new issues come after the company replaced its CEO in June. Régis Rimbert, who worked at Prada and Dior, replaced Silvia Azzali. He was brought in to help with expanding the business, improving products, and using new technology.
A month before this, Wolford reported a nearly 27% drop in sales for the first half of the year, which they said was partly because of delivery issues after changing to a new logistics provider.
Wolford said it expected the backlog to be cleared by September 2024 and was making changes to its operations due to serious problems in its distribution networks, which were made worse by outside economic pressures.
The company’s losses for the first half of the year increased to €25 million (£21 million), up from €16 million the previous year. Wolford mentioned that it had received €5 million in loans from shareholders between July and September to help support the company.
In July last year, Lanvin promised in a “letter of comfort” that it would provide financial help to ensure the company could meet its financial obligations and continue operating for the foreseeable future. This guarantee will last until the end of July 2026.
Wolford, founded in the 1950s, is famous for innovations like seamless nylon stockings.
Published: 7th January 2025
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