The White Company has issued an apology to some shoppers who were left experiencing delays on their online orders as its move to a new warehouse caused delivery disruption.
The fashion and homewares retailer’s chief executive Mary Homer wrote on social media: “A few weeks ago, we started the process of moving to a new distribution centre. It hasn’t gone as smoothly as we planned and some customers are experiencing delays receiving their online orders.
“We know this isn’t good enough. Our customers are always our first priority – and we’re working as hard and as quickly as possible to resolve the issues.”
She continued: “We are contacting everyone affected to explain the situation and to offer a refund.
“To minimise any further disruption, we have also temporarily removed all delayed products from our website, meaning that our online range will be a bit smaller than usual for a few days.”
View this post on Instagram
Despite some shoppers complaining of waiting weeks for their items, some took to social media to applaud the company for its transparency.
One social media user wrote: “This means everything to impacted customers…Bravo for your transparency.”
Another said: “Refreshing to see a CEO apologising and being honest with the problems experienced to all affected customers and potential customers. Communication is key.”
Subscribe to Retail Gazette for free
Sign up here to get the latest news straight into your inbox each morning
The White Company’s issues comes after Sainsbury’s and Tesco recently issued apologies to customers following a glitch that disrupted their online food deliveries.
Sainsbury’s said a technical issue had affected its ability to fulfil the majority majority of online deliveries earlier this month as customers slammed its “bad service”.
Meanwhile, Tesco had to cancel a “small proportion” of supermarket deliveries after a technical issue affected its services, a spokesperson said.
Click here to sign up to Retail Gazette‘s free daily email newsletter
