Case #1092 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: Samantha Barrett Email: samanthabarrett1.sb@gmail.com Body: I would like to return my order. Received today. Order: #2919 please advise 🙏🏾

Request for standard Return. With full refund - Order: #2919 Reason: Not satisfied with material. Looks different in photo. ---------- Forwarded message --------- From: <support@marlow-london.com> Date: Thu, 30 Jul 2026, 21:10 Subject: Re: New customer message on 30 July 2026 at 21:07 To: <samanthabarrett1.sb@gmail.com> Hi there, Thanks for reaching out, and sorry to hear you'd like to return your order. Could you let me know your order number and the reason for the return? Once I have that, I can look at the best way to help - that might be a partial refund so you can keep the item, store credit, a free replacement, or a standard return, whichever works best for you. Warm regards, Anna Customer Care Team Marlow London

I want a standard Return with a full refund, as nothing can explain why I can't Return it. I don't want anything from your company but a full refund. My order was just under £100 pounds, I am not happy with the product so with all due respect I want my money back, not a replacement. Nowhere on your site does it explain that you can't Return items. It literally arrived yesterday, also when I sent you my request to return. 20% cash back is unacceptable as I don't see why I am being made to keep items I don't want on top of being told I can only get 20% back. You said I have the option to do a standard Return - I send back the items and you process my refund. I have never heard of a company to tell you no full refund for items they sell. On Fri, 31 Jul 2026, 05:48 , <support@marlow-london.com> wrote: > Hi there, > > Thank you for explaining a bit more, and I am sorry to hear the set's > material looked different from the photos. That is honestly not the > standard we want to be sending out. > > I want to be upfront with you, it sounds like yours may have come from a > batch that was not up to our usual quality, and I have already flagged this > with our manufacturer so it gets corrected and does not happen to you, or > anyone else, again. > > Our whole goal is for you to have pieces you genuinely love, and we have > not managed that yet, so I would really like to put it right by sending you > a fresh replacement, on us, with no need to return the ones you already > have. As a sincere apology for the letdown, I can also add a 20 percent > cashback to your order on top of that. > > I would really love the chance to get you pieces you actually love first. > Just let me know which you would prefer and I will get it moving straight > away. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Waiting for a update on my request for a full refund Order: #2919. I messaged earlier this morning regarding the refund. On Fri, 31 Jul 2026, 07:02 NubianSam B, <samanthabarrett1.sb@gmail.com> wrote: > I want a standard Return with a full refund, as nothing can explain why I > can't Return it. I don't want anything from your company but a full refund. > My order was just under £100 pounds, I am not happy with the product so > with all due respect I want my money back, not a replacement. Nowhere on > your site does it explain that you can't Return items. It literally arrived > yesterday, also when I sent you my request to return. 20% cash back is > unacceptable as I don't see why I am being made to keep items I don't want > on top of being told I can only get 20% back. You said I have the option to > do a standard Return - I send back the items and you process my refund. I > have never heard of a company to tell you no full refund for items they > sell. > > > On Fri, 31 Jul 2026, 05:48 , <support@marlow-london.com> wrote: > >> Hi there, >> >> Thank you for explaining a bit more, and I am sorry to hear the set's >> material looked different from the photos. That is honestly not the >> standard we want to be sending out. >> >> I want to be upfront with you, it sounds like yours may have come from a >> batch that was not up to our usual quality, and I have already flagged this >> with our manufacturer so it gets corrected and does not happen to you, or >> anyone else, again. >> >> Our whole goal is for you to have pieces you genuinely love, and we have >> not managed that yet, so I would really like to put it right by sending you >> a fresh replacement, on us, with no need to return the ones you already >> have. As a sincere apology for the letdown, I can also add a 20 percent >> cashback to your order on top of that. >> >> I would really love the chance to get you pieces you actually love first. >> Just let me know which you would prefer and I will get it moving straight >> away. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London >> >

I have messaged you multiple times and now no response. So your basically a corrupt site stealing my money and think it's ok. Nothing I can do about it now but report you to the police. Not that you give a flying fuck. I'm so fed up of society and the things individuals do to others. At this point I think it's best I remove myself from life. Trying so hard to to just kill myself and this is the lady straw, I've been robbed of £100 nobody cares. So to ensure no more disappointment and disrespect. Goodbye. Your company was the last cold action towards me. Can't take no more. Nobody has a clean heart and pure intentions. On Fri, 31 Jul 2026, 14:03 NubianSam B, <samanthabarrett1.sb@gmail.com> wrote: > Waiting for a update on my request for a full refund Order: #2919. > > I messaged earlier this morning regarding the refund. > > > > On Fri, 31 Jul 2026, 07:02 NubianSam B, <samanthabarrett1.sb@gmail.com> > wrote: > >> I want a standard Return with a full refund, as nothing can explain why I >> can't Return it. I don't want anything from your company but a full refund. >> My order was just under £100 pounds, I am not happy with the product so >> with all due respect I want my money back, not a replacement. Nowhere on >> your site does it explain that you can't Return items. It literally arrived >> yesterday, also when I sent you my request to return. 20% cash back is >> unacceptable as I don't see why I am being made to keep items I don't want >> on top of being told I can only get 20% back. You said I have the option to >> do a standard Return - I send back the items and you process my refund. I >> have never heard of a company to tell you no full refund for items they >> sell. >> >> >> On Fri, 31 Jul 2026, 05:48 , <support@marlow-london.com> wrote: >> >>> Hi there, >>> >>> Thank you for explaining a bit more, and I am sorry to hear the set's >>> material looked different from the photos. That is honestly not the >>> standard we want to be sending out. >>> >>> I want to be upfront with you, it sounds like yours may have come from a >>> batch that was not up to our usual quality, and I have already flagged this >>> with our manufacturer so it gets corrected and does not happen to you, or >>> anyone else, again. >>> >>> Our whole goal is for you to have pieces you genuinely love, and we have >>> not managed that yet, so I would really like to put it right by sending you >>> a fresh replacement, on us, with no need to return the ones you already >>> have. As a sincere apology for the letdown, I can also add a 20 percent >>> cashback to your order on top of that. >>> >>> I would really love the chance to get you pieces you actually love >>> first. Just let me know which you would prefer and I will get it moving >>> straight away. >>> >>> Warm regards, >>> Anna >>> Customer Care Team >>> Marlow London >>> >>