Case #1002 — Marlow London
lilyreddie@outlook.com · order 2972 · state imported · label none yet · rung 0
Facts
New customer message on 29 July 2026 at 00:15
open
not set
2026-07-28 23:17:22
—
2026-08-14 19:30:08
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Latest draft
from decision #2702 · action=reply · 2026-08-02 22:07:11 · dry-run
Dear Lily,
I am truly sorry for the poor experience you have had with us. Not being able to track your order using our system is genuinely not acceptable, and I completely understand why you felt you had to contact your bank.
Please don't open a dispute with your bank - there is genuinely no need for one. I have already processed a full refund for you, and a dispute will take a very long time to work through, whereas your refund will be back with you within 3 to 5 business days to your original payment method.
You are welcome to keep the item.
I am truly sorry we have let you down.
Warm regards,
Marlow
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] Chargeback threat indicated by bank contact. RULE customer-threatening-a-dispute-gets-the-refund-and-a-stand-down-ask applies. Full refund (100%) attached for operator execution before send. Operator must verify payment method (check parent_tx_gateway for Whop vs Shopify routing).
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lily Reddie
Email:
lilyreddie@outlook.com
Body:
#2972
Dear Marlow,
I was expecting details on the arrival of my purchase. I am
somewhat concerned as the details shown differ from agreed.
Please advise of arrival time, before I escalate matters.
Lily
Hi Lily,
Thank you for reaching out, and I am sorry to hear you have some concerns about your order.
I can see your order #2972 for the Longchamp Le Pliage Tote in Terra has been dispatched and is on its way to you. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620400700443243
Given our current order volume from our sale, we are estimating it to arrive within about 8 to 12 days.
I notice you mention that the details shown differ from what was agreed. I would like to understand exactly what is not matching your expectations so I can help you properly. Could you let me know what specifically has changed or is different - is it the arrival timeframe, the item details, or something else?
Rest assured, we will get this sorted for you.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Lily Reddie
Email:
lilyreddie@outlook.com
Body:
Re: Order Number: 2972
YT2620400700443243
I bought this item in good faith for my Mother, who wanted an
unusual colour and, as I thought you were a decent company
offering discounts. I have been very unhappy with the shopping
experience, which did not allow me to even track the item with
Marlow-London or Relay, saying it did not recognise my order
number.
I want a full refund and you can keep your item, if indeed it
exists. I have contacted my bank.
I appreciate the lesson I have received and will only deal with
bonafide retailers. When I purchased my original bag from
Longchamp my treatment was of a high standard, in future I shall
deal with the like.
Regards
Lily Reddie
Dear 'Retailer',
Re: Order Number: 2972
YT2620400700443243
I bought this item in good faith for my Mother, who wanted an unusual colour and, as I thought you were a decent company offering discounts. I have been very unhappy with the shopping experience, which did not allow me to even track the item with Marlow-London or Relay, saying it did not recognise my order number.
I want a full refund and you can keep your item, if indeed it exists. I have contacted my bank. I do not want your item.
I appreciate the lesson I have received and will only deal with bonafide retailers. When I purchased my original bag from Longchamp my treatment was of a high standard, in future I shall deal with the like.
Regards
Lily Reddie
Dear 'Retailer',
Re: Order Number: 2972
YT2620400700443243
I bought this item in good faith for my Mother, who wanted an unusual colour and, as I thought you were a decent company offering discounts. I have been very unhappy with the shopping experience, which did not allow me to even track the item with Marlow-London or Relay, saying it did not recognise my order number.
I want a full refund and you can keep your item, if indeed it exists. I have contacted my bank. I do not want your item.
I appreciate the lesson I have received and will only deal with bonafide retailers. When I purchased my original bag from Longchamp my treatment was of a high standard, in future I shall deal with the like.
Regards
Lily Reddie
Dear Ms Reddie,
Thank you for letting us know you've been in touch with your bank.
Your order #2972 has now been refunded in full back to your original payment method - you should see it within 3-5 business days. No further action is needed on your side.
I'm sorry this didn't meet the standard you expected.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Lily,
I'm sorry this has been such a frustrating experience.
Your order #2972 has now been refunded in full back to your original payment method. It will land within 3 to 5 business days, and there is nothing further for you to do.
Warm regards,
Anna
Customer Care Team
Marlow London