Case #113 — Marlow London

Dear Sue, Thank you for getting in touch, and we are very sorry to hear that you are disappointed with your purchase. Before we arrange the next steps, could you kindly let us know which item this is regarding and what specifically has led to your concerns? If possible, we would also appreciate it if you could send us a few clear photos of the item, including the material and any labels. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item. Once we have received this information, we will investigate the matter promptly and do our best to resolve it for you as quickly as possible. Kind regards, Marlow London Support On Fri, Jun 26, 2026 at 18:18, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote: You received a new message from your online store's contact form. Country Code: GB Name: S Sumpner Email: sue.sum247@hotmail.com Body: What a scam your company is. Premium cotton linen - no polyester! I would appreciate a return label and refund As soon as possible.

Dear Sue, Thank you for getting back to us, and I'm truly sorry that all three pieces have arrived feeling so far from what was described — seeing polyester and spandex on the labels when you were expecting premium cotton linen is genuinely disappointing, and the packaging not matching what you'd seen in our reviews only adds to that. Your frustration is completely understandable, and I'd like to put this right for you. So I can pull everything up on our side, could you share your order number? In the meantime, here are the options I can offer you: - 10% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. I'll also pass your feedback about both the material description and the packaging on to our team — it's important to us that what customers see is what they receive, and that's valuable for us to hear. Just let me know which option you'd prefer, along with your order number, and I'll take it from there. Warm regards, Anna Customer Care Team Marlow London On Sat, Jun 27, 2026 at 09:15, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you for your quick reply. You have asked ‘which item’ do I have problems with? It is all 3 items, from the attached photos you have described goods as ‘premium cotton linen’ all labels on said items say ‘polyester and spandex’. You really expect your customers to accept this. I definitely do not want any of this order. I would expect returns label and a full refund. Also in your reviews it shows goods arriving in a beautiful box. This is untrue only a plastic bag. Looking forward to your reply. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Saturday, June 27, 2026 1:04 am To: sue.sum247@hotmail.com <sue.sum247@hotmail.com> Subject: Re: New customer message on 26 June 2026 at 17:18 Dear Sue, Thank you for getting in touch, and we are very sorry to hear that you are disappointed with your purchase. Before we arrange the next steps, could you kindly let us know which item this is regarding and what specifically has led to your concerns? If possible, we would also appreciate it if you could send us a few clear photos of the item, including the material and any labels. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item. Once we have received this information, we will investigate the matter promptly and do our best to resolve it for you as quickly as possible. Kind regards, Marlow London Support On Fri, Jun 26, 2026 at 18:18, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote: You received a new message from your online store's contact form. Country Code: GB Name: S Sumpner Email: sue.sum247@hotmail.com Body: What a scam your company is. Premium cotton linen - no polyester! I would appreciate a return label and refund As soon as possible.

Dear Sue, Thank you for getting back to us, and I'm truly sorry that all three pieces have arrived feeling so far from what was described — seeing polyester and spandex on the labels when you were expecting premium cotton linen is genuinely disappointing, and the packaging not matching what you'd seen in our reviews only adds to that. Your frustration is completely understandable, and I'd like to put this right for you. So I can pull everything up on our side, could you share your order number? In the meantime, here are the options I can offer you: - 10% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. I'll also pass your feedback about both the material description and the packaging on to our team — it's important to us that what customers see is what they receive, and that's valuable for us to hear. Just let me know which option you'd prefer, along with your order number, and I'll take it from there. Warm regards, Anna Customer Care Team Marlow London On Sat, Jun 27, 2026 at 09:15, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you for your quick reply. You have asked ‘which item’ do I have problems with? It is all 3 items, from the attached photos you have described goods as ‘premium cotton linen’ all labels on said items say ‘polyester and spandex’. You really expect your customers to accept this. I definitely do not want any of this order. I would expect returns label and a full refund. Also in your reviews it shows goods arriving in a beautiful box. This is untrue only a plastic bag. Looking forward to your reply. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Saturday, June 27, 2026 1:04 am To: sue.sum247@hotmail.com <sue.sum247@hotmail.com> Subject: Re: New customer message on 26 June 2026 at 17:18 Dear Sue, Thank you for getting in touch, and we are very sorry to hear that you are disappointed with your purchase. Before we arrange the next steps, could you kindly let us know which item this is regarding and what specifically has led to your concerns? If possible, we would also appreciate it if you could send us a few clear photos of the item, including the material and any labels. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item. Once we have received this information, we will investigate the matter promptly and do our best to resolve it for you as quickly as possible. Kind regards, Marlow London Support On Fri, Jun 26, 2026 at 18:18, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote: You received a new message from your online store's contact form. Country Code: GB Name: S Sumpner Email: sue.sum247@hotmail.com Body: What a scam your company is. Premium cotton linen - no polyester! I would appreciate a return label and refund As soon as possible.

Hi Ann, Thank you so much for sending over the photos and for being so candid with us — we really do appreciate your honesty, and I'm sorry the items haven't met the standard you were expecting. I completely understand your hesitation about a replacement, and there's absolutely no pressure to decide anything right now. Please do take a few days to consider — we'll hold everything on our end in the meantime. I'm raising your feedback with our supply team today so we can look into the quality issue properly before we come back to you with a clear answer on the linen outfit. We want to make sure any option we offer you is one we're fully confident in. I'll be back in touch as soon as I have an update. In the meantime, here are the options I can offer you: - 25% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 30, 2026 at 10:36, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you again for your reply. I do not wish to accept any of your offers. Please see below: The Trade Descriptions Act 2011 (Act 730) is the primary consumer protection and fair-trading legislation in Malaysia. Enacted to replace the older 1972 Act, it promotes good trade practices by prohibiting false trade descriptions and misleading statements regarding goods and services. I’m sure you will agree my complaint is true you are falsely selling inferior goods. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Sunday, 28 June 2026 22:53:45 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[2]: New customer message on 26 June 2026 at 17:18 Dear Sue, Thank you for getting back to us, and I'm truly sorry that all three pieces have arrived feeling so far from what was described — seeing polyester and spandex on the labels when you were expecting premium cotton linen is genuinely disappointing, and the packaging not matching what you'd seen in our reviews only adds to that. Your frustration is completely understandable, and I'd like to put this right for you. So I can pull everything up on our side, could you share your order number? In the meantime, here are the options I can offer you: - 10% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. I'll also pass your feedback about both the material description and the packaging on to our team — it's important to us that what customers see is what they receive, and that's valuable for us to hear. Just let me know which option you'd prefer, along with your order number, and I'll take it from there. Warm regards, Anna Customer Care Team Marlow London On Sat, Jun 27, 2026 at 09:15, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you for your quick reply. You have asked ‘which item’ do I have proble

Dear S E Sumpner, Thank you for your reply and for sharing your concerns so clearly. We take any allegation of misdescription very seriously and we are genuinely sorry that the items did not match your expectations based on how they were presented. We have escalated your case to our management team, who will review the product listing and your photos in full. In the meantime, if you have any further documentation or correspondence you'd like us to consider, please do send it through. here are the options I can offer you: - 50% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 30, 2026 at 10:36, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you again for your reply. I do not wish to accept any of your offers. Please see below: The Trade Descriptions Act 2011 (Act 730) is the primary consumer protection and fair-trading legislation in Malaysia. Enacted to replace the older 1972 Act, it promotes good trade practices by prohibiting false trade descriptions and misleading statements regarding goods and services. I’m sure you will agree my complaint is true you are falsely selling inferior goods. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Sunday, 28 June 2026 22:53:45 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[2]: New customer message on 26 June 2026 at 17:18 Dear Sue, Thank you for getting back to us, and I'm truly sorry that all three pieces have arrived feeling so far from what was described — seeing polyester and spandex on the labels when you were expecting premium cotton linen is genuinely disappointing, and the packaging not matching what you'd seen in our reviews only adds to that. Your frustration is completely understandable, and I'd like to put this right for you. So I can pull everything up on our side, could you share your order number? In the meantime, here are the options I can offer you: - 10% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. I'll also pass your feedback about both the material description and the packaging on to our team — it's important to us that what customers see is what they receive, and that's valuable for us to hear. Just let me know which option you'd prefer, along with your order number, and I'll take it from there. Warm regards, Anna Customer Care Team Marlow London On Sat, Jun 27, 2026 at 09:15, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you for your quick reply. You have asked ‘which item’ do I have problems with? It is all 3 items, from the attached photos you have described goods as ‘premium cotton linen’ all labels on said items say ‘polyester and spandex’. You really expect your customers to accept this. I definitely do not want any of this order. I would expect

Dear Sue, Thank you for your reply. We're sorry to hear that you still feel dissatisfied with the situation. Our intention is genuinely to resolve this matter in a way that is fair and acceptable to you. To help us move forward, could you please let us know what outcome you are looking for? At the moment, it isn't entirely clear what resolution you would like us to provide. Please let us know what you believe would be a fair solution, and how we can best assist you. We are happy to review your request and will do our best to reach a satisfactory resolution together. We look forward to hearing from you. Kind regards, Marlow London Support On Tue, Jun 30, 2026 at 18:19, sue sumpner <sue.sum247@hotmail.com> wrote: Thankyou for your reply. Again I reiterate I am not interested in any of your new options. You have broken the law. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 30 June 2026 15:35:56 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[4]: New customer message on 26 June 2026 at 17:18 Dear S E Sumpner, Thank you for your reply and for sharing your concerns so clearly. We take any allegation of misdescription very seriously and we are genuinely sorry that the items did not match your expectations based on how they were presented. We have escalated your case to our management team, who will review the product listing and your photos in full. In the meantime, if you have any further documentation or correspondence you'd like us to consider, please do send it through. here are the options I can offer you: - 50% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 30, 2026 at 10:36, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you again for your reply. I do not wish to accept any of your offers. Please see below: The Trade Descriptions Act 2011 (Act 730) is the primary consumer protection and fair-trading legislation in Malaysia. Enacted to replace the older 1972 Act, it promotes good trade practices by prohibiting false trade descriptions and misleading statements regarding goods and services. I’m sure you will agree my complaint is true you are falsely selling inferior goods. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Sunday, 28 June 2026 22:53:45 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[2]: New customer message on 26 June 2026 at 17:18 Dear Sue, Thank you for getting back to us, and I'm truly sorry that all three pieces have arrived feeling so far from what was described — seeing polyester and spandex on the labels when you were expecting premium cotton linen is genuinely disappointing, and the packaging not matching what you'd seen in our reviews only adds to that. Your frustration is completely understandable, and I'd like to put this right for you. So I can pull everything up on our side, could you share your order number? In the meantime, here are the options I can offer you: - 10% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the s

Dear S E Sumpner, You're absolutely right, and I sincerely apologise for the confusion and frustration our previous replies caused. That experience was not acceptable. We are happy to arrange a full refund for you no conditions, no further offers. Could you please confirm your order number so we can get this processed for you right away? Again, I'm truly sorry for the inconvenience. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 30, 2026 at 19:28, sue sumpner <sue.sum247@hotmail.com> wrote: Thankyou for your ongoing replies. You ask for me say what is a ‘fair solution’. The only solution is 100% refund and a returns label. No ifs or buts. How many offers you give : 10% 25% then 50% and now back to 10% This is ridiculous. Just return my money. Thank you. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 30 June 2026 18:16:55 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[6]: New customer message on 26 June 2026 at 17:18 Dear Sue, Thank you for your reply. We're sorry to hear that you still feel dissatisfied with the situation. Our intention is genuinely to resolve this matter in a way that is fair and acceptable to you. To help us move forward, could you please let us know what outcome you are looking for? At the moment, it isn't entirely clear what resolution you would like us to provide. Please let us know what you believe would be a fair solution, and how we can best assist you. We are happy to review your request and will do our best to reach a satisfactory resolution together. We look forward to hearing from you. Kind regards, Marlow London Support On Tue, Jun 30, 2026 at 18:19, sue sumpner <sue.sum247@hotmail.com> wrote: Thankyou for your reply. Again I reiterate I am not interested in any of your new options. You have broken the law. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 30 June 2026 15:35:56 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[4]: New customer message on 26 June 2026 at 17:18 Dear S E Sumpner, Thank you for your reply and for sharing your concerns so clearly. We take any allegation of misdescription very seriously and we are genuinely sorry that the items did not match your expectations based on how they were presented. We have escalated your case to our management team, who will review the product listing and your photos in full. In the meantime, if you have any further documentation or correspondence you'd like us to consider, please do send it through. here are the options I can offer you: - 50% cashback to your original payment method, and you keep all three items — no need to send anything back. - Store credit of the same value, to use on a future order. - A comparable replacement of similar value (you choose any item from our store), with free shipping on the replacement — you keep the current order as well. - Return to our supplier in Asia within 30 days of delivery. Please note the return shipping is the customer's responsibility at £19.95 GBP, and refunds are processed to your original payment method within 3–5 business days of receipt. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 30, 2026 at 10:36, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you again for your reply. I do not wish to accept any of your offers. Please see below: The Trade Descriptions Act 2011 (Act 730) is the primary consumer protection and fair-trading legislation in Malaysia. Enacted to replace the older 1972 Act, it promotes good trade practices by prohibiting false trade descriptions and misleading statements regarding goods and services. I’m sure you

Dear S E Sumpner, Thank you for your confirmation. We can confirm that your refund has now been successfully processed. The refunded amount will be returned to your original payment method. Please allow 7–10 business days for the funds to appear in your account, depending on your bank or credit card provider. We sincerely apologise once again for the inconvenience and appreciate your patience throughout this process. If you have any further questions, please don't hesitate to contact us. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 09:01, sue sumpner <sue.sum247@hotmail.com> wrote: Thank you Anna. My order number is 1352 Looking forward to receiving my refund. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 01 July 2026 01:52:15 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[8]: New customer message on 26 June 2026 at 17:18 Dear S E Sumpner, You're absolutely right, and I sincerely apologise for the confusion and frustration our previous replies caused. That experience was not acceptable. We are happy to arrange a full refund for you no conditions, no further offers. Could you please confirm your order number so we can get this processed for you right away? Again, I'm truly sorry for the inconvenience. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 30, 2026 at 19:28, sue sumpner <sue.sum247@hotmail.com> wrote: Thankyou for your ongoing replies. You ask for me say what is a ‘fair solution’. The only solution is 100% refund and a returns label. No ifs or buts. How many offers you give : 10% 25% then 50% and now back to 10% This is ridiculous. Just return my money. Thank you. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 30 June 2026 18:16:55 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[6]: New customer message on 26 June 2026 at 17:18 Dear Sue, Thank you for your reply. We're sorry to hear that you still feel dissatisfied with the situation. Our intention is genuinely to resolve this matter in a way that is fair and acceptable to you. To help us move forward, could you please let us know what outcome you are looking for? At the moment, it isn't entirely clear what resolution you would like us to provide. Please let us know what you believe would be a fair solution, and how we can best assist you. We are happy to review your request and will do our best to reach a satisfactory resolution together. We look forward to hearing from you. Kind regards, Marlow London Support On Tue, Jun 30, 2026 at 18:19, sue sumpner <sue.sum247@hotmail.com> wrote: Thankyou for your reply. Again I reiterate I am not interested in any of your new options. You have broken the law. S E Sumpner. Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 30 June 2026 15:35:56 To: sue sumpner <sue.sum247@hotmail.com> Subject: Re[4]: New customer message on 26 June 2026 at 17:18 Dear S E Sumpner, Thank you for your reply and for sharing your concerns so clearly. We take any allegation of misdescription very seriously and we are genuinely sorry that the items did not match your expectations based on how they were presented. We have escalated your case to our management team, who will review the product listing and your photos in full. In the meantime, if you have any further documentation or correspondence you'd like us to consider, please do send it through. here are the options I can offer you: - 50% cashback to your origi