Bluffworks expects to reduce its fulfillment costs by 20% after transferring its U.S. inventory and fulfillment operations to Cart.com, following years of difficulties with its previous logistics partner.
The travel apparel brand made the switch in July after persistent invoicing errors, communication breakdowns and unsatisfactory customer service undermined its relationship with its former provider. However, the transition was delayed by the disruption caused by the COVID-19 pandemic and, later, the introduction of new tariffs.
“When fulfillment goes wrong, it can go really, really wrong,” Bluffworks CEO Stefan Loble told Supply Chain Dive, describing the operational risks associated with an unreliable fulfillment partner.
The company’s problems date back to 2020, when it received a $200,000 back invoice from its previous provider as it navigated the pandemic. According to Loble, the partner had failed to invoice Bluffworks correctly, resulting in charges being delayed.
Despite the incident, Bluffworks continued working with the provider for another six years. The relationship ultimately ended after invoicing difficulties persisted, with the final invoice also delayed.
“We stuck with them all the way from 2020, another six years after that disaster, and the final invoice after those six years was also held up because they could not get their invoicing act together,” Loble said.
The experience prompted Bluffworks to seek a fulfillment partner capable of delivering consistent service, reliable operations and greater visibility into its supply chain.
Switch powered by technology and operational insight
The Cart.com technology was one of the major drivers. With the platform, Loble said he’s able to see operational activity directly through the software, rather than emailing employees for updates.
“Cart.com has got their operation buttoned up, especially their technology. “I can go into Cart.com’s software and see the status of the whole operation without emailing anyone to ask,” he said in a press release announcing the partnership on Oct. 14.
As part of the new arrangement, Bluffworks has consolidated its inventory and fulfillment operations at Cart.com’s facility in Terrell, Texas. The relocation from its former fulfillment center in Memphis, Tennessee, was completed in less than three weeks, the announcement said.
The new setup is expected to reduce fulfillment costs by 20 percent and offer a more standardized approach to inventory management and order processing.
Loble said Texas is “central enough,” and the location is conducive to running an inventory and fulfillment operation with a consistent operating model.
Fix problems faster. No site visits.
The partnership has also demonstrated how greater operational visibility can help Bluffworks respond better to supply chain disruptions.
One recent example was an inbound shipment that was damaged during transit. Cart.com’s team looked at the suspect merchandise and sent Bluffworks pictures and documentation to support their findings.
With this evidence the clothing company was able to resolve the dispute with its suppliers without sending employees to the warehouse where the goods were stored.
This emphasizes the need to coordinate warehouse procedures with clear information and communication, especially when problems arise in transportation or when receiving goods.
So the move is meant to do more than cut Bluffworks’ fulfillment costs. It also removes the operational uncertainty and administrative burden of the prior arrangement.
More brands consolidating fulfillment at Cart.com
Cart.com recently signed a number of brands including Bluffworks for inventory and fulfillment management, a sign that more brands are looking to consolidate logistics operations with one provider.
Apparel and underwear brand Tommy John picked Cart.com in June to consolidate activities that had been managed by multiple fulfillment providers into one partner.
Other Cart.com clients include Pacsun, Toms Shoes and The Body Shop.
The new partnership replaces six years of recurring invoicing issues for Bluffworks with a centralized fulfillment model that is intended to improve visibility, responsiveness and cost efficiency. The company estimates that the transition will result in a 20% decrease in fulfillment costs.
