Wolford admits problems with customer deliveries

Austrian clothing retailer Wolford has admitted “unforeseen complications” that have led to “longer than expected delays” in orders in recent months after dissatisfied customers made their complaints about the brand’s delivery service public.

In a statement to British newspaper The Guardian, Wolford said the problems arose after the company switched to a new supplier last year to “improve efficiency.” This caused concern among European and British customers shopping via the online platform. The company apologized to those affected and regretted the inconvenience caused by issues related to orders, payments and refunds.

In response, Wolford said it has set up a “dedicated task force” focused solely on supporting customers, clearing backlogs and improving our service levels. They remain fully committed to ensuring that all affected customers receive their refunds.

The statement came after more and more customers complained about delivery times on platforms such as Trustpilot. Some said they waited more than a month for their orders and did not receive a refund.

Wolford has gone through some changes over the past year, most notably with the departure of managing director Silvia Azzali, who was replaced by Régis Rimbert in June. Following his appointment, Rimbert was tasked with “international development, product line expansion and technology innovation.”

The company also initiated a “comprehensive restructuring” as revenue continued to decline. The business model was redesigned, especially in the areas of production and sales. These measures were exacerbated by macroeconomic pressures, Wolford said.