Wolford: Customer frustration in the online shop during the run-up to Christmas

Wolford: Customer frustration in the online shop during the run-up to Christmas

In the current situation for Wolford, the well-known Vorarlberg manufacturer of hosiery and underwear, the circumstances seem to be anything but optimal. In view of financial difficulties, the company is now also faced with significant problems in its online shop, especially in the pre-Christmas sales period. Many customers report undelivered goods and long waits for refunds, leading to growing dissatisfaction.

Wolford has stated on its website that the numerous orders are leading to delays in delivery. This problem has become increasingly serious in recent weeks, with the Trustpilot rating platform now being flooded with numerous negative reviews. Customers express massive criticism of customer service, which is perceived as inadequate: orders are not delivered and refunds are not given for returned items.

Customer service issues

Consumers also report that the phone number provided for customer service no longer works. Several customers were unable to receive a response to their queries, which only added to the frustration. The comment function on Wolford's official Instagram channel has been disabled so that customers cannot publicly voice their complaints. The new CEO, Regis Rimbert, who previously worked for the luxury brand Dior, is currently not in Bregenz, which makes the situation more difficult as there is no personal statement.

In a written statement, Wolford apologized to customers for the inconvenience caused by the problems in the online store. The company reiterated its commitment to addressing these challenges and taking consumers' concerns seriously.

New measures to solve problems

To address the difficulties that have arisen, Wolford has created a special task force that will focus on resolving the issues surrounding orders and refunds, as well as reducing the processing time of customer requests. The company sees a need to adequately address technical challenges that have arisen from collaboration with logistics partners. Customers can now send their inquiries to a new email address:customerservice.ecommerce@wolford.com.

Although Wolford asks for the patience and understanding of disappointed customers, it remains to be seen whether the measures will lead to noticeable improvements. The pressure on the company is growing, especially at a time when customers rely on a seamless online shopping experience.

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