Elle Macpherson’s wellness brand unable to fulfil customer orders on time

Australian supermodel Elle Macpherson has come under fire after her wellness brand WelleCo has been unable to fulfil hundreds of orders prompting the CEO to issue an apology.

Elle Macpherson’s celebrated WelleCo brand has come under fire for long delays in filling orders and poor customer service, as it’s revealed the company has experienced a 560 per cent increase in new customers.

Hundreds of loyal WelleCo customers are yet to receive their powdered product, prompting the company to go into crisis mode and issue an apology via social media.

The criticism from some customers prompted CEO Leighton Richards to post a letter on Thursday explaining why orders were yet to be fulfilled and why the company has been lax with its customer service.

Yesterday he told Sunday Confidential the reason for the delays and what the brand has planned for the future.

Hundreds of customers are yet to receive their WellCo product, prompting the company to issue an apology. Picture: Geoffroy Van der Hasselt / AFP

“As a company built on transparency and integrity, it is important for us to ensure that our valued customers know exactly where we are in our journey as a rapidly growing business, which is why a message went out to all our WelleCo clientele from me,” RIchards told Saturday Confidential. “We have experienced an unprecedented 560% increase in new customers. Something to be very proud of and with that also comes the challenges of moving quickly to keep up with that growth. We have responded to all of this at a rapid pace with a number of advancements that will help us to continue to keep pace with our ever-increasing growth.

Customers are unhappy with the service. Source: Instagram

“It’s been great to see the overwhelmingly positive response from our loyal community to my message, championing WelleCo for our commitment to the highest quality ingredients and formulations, and for being transparent with them in our journey.”

He went on to say that the brand had upsized their warehouse, implemented new systems and tripled their team.

While many were grateful for the update and congratulated the brand on its expansion, others commented wanting an update on their order.

“I would love ot receive my ‘unfulfiled’ orders from 30th August and 13th of September ASAP please,” wrote Maxine.

Screenshots of comments from disgruntled customers of Elle Macpherson's WellCo products. Source: Instagram

Marina London got in touch with Saturday Confidential to reveal her frustrations.

“I ordered quite a few products from WelleCo just over four weeks ago. I didn’t receive anything at all after contacting the company twice via email to politely ask when I might expect my order,” she said.

“After that I came to IG to see if I could suss something out and the comments were all along the same lines. No product. No communication. Willingly or unwillingly the company was taking people’s money with no accountability.

“Customer service was nowhere in sight for such a big company.”

Elle Macpherson's WellCo products. Picture: Instagram

Natlie De Villiers wrote, “Why do you have time to post on IG but you don’t get back on orders outstanding since 1 Sept.”

While McCalexander said “WelleCo - very disappointed that a company will take payment when they have none in stock. What is going on. The products are great but this lack of care for your customer is certainly going to damage the WelleCo reputation.

Founder Elle Macpherson seems to be unaware of the many disgruntled customers, continuing to promote WelleCo products and sharing information of new stockists to her social media page.

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