The well-known tights and lingerie giant Wolford made a public apology after it faced an outcry from its customers across Trustpilot, reviews and social media.
Outraged Customers
Many Wolford customers were highly critical of the luxury tights brand and took to the online space to let other potential customers know. On Trustpilot, shoppers warned others about the enormous delays they had experienced after making purchases online with Wolford – some waiting for over a month and left disappointed when not only had they not received their order but they were unable to get a refund.
Angry reviewers slated the brand’s customer service, telling shoppers to look elsewhere. Shoppers claimed that others could find great quality tights alongside excellent service and feel more valued when shopping with other brands.
Wolford’s reviews across the Trustpilot website plummeted, with the brand receiving mostly one-star reviews across the trust-building consumer platform.
Wolford sells a wide range of lingerie, from fishnet tights to underwear. The brand made public apologies to its customers and cited logistics, distribution issues and unexpected complications for the long delays which had some customers waiting for more than three months to receive their orders.
Wolford’s Response
Wolford’s steeply declining sales may be due to heavy competition in the market, with other suppliers such as bettertights.com/collections/fishnet-tight providing a variety of tights and hosiery. Wolford experienced a huge drop in sales of nearly 27% ahead of its delivery problems. Since half of UK retail businesses lose customers due to a poor delivery experience, bosses at Wolford will be facing a lasting backlash.
Wolford reps apologised for the inconvenience caused to those customers who were impacted by the shopping platform’s delays in the UK and wider Europe. They claimed that a task force has been implemented which is dedicated to clearing the ongoing backlogs and enhancing customer service levels. Wolford had recently switched to a different delivery provider in an attempt to improve logistics, but it seems the switch backfired.
Wolford will now need to restore customer loyalty and trust after lengthy waits have left customers sorely disappointed.