Case #1205 — Marlow London
wend.plummer@googlemail.com · order 1420 · state imported · label none yet · rung 0
Facts
Re[2]: A shipment from order #1420 is on the way
open
not set
2026-08-03 12:42:39
—
2026-08-14 19:30:08
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Latest draft
from decision #2889 · action=reply · 2026-08-03 14:12:44 · dry-run
That's wonderful, Wendy. I'm so glad we could get it sorted for you in the end.
Your refund of £54.95 should land within 3 to 5 business days - thank you for your patience while we got there.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is thanking us for the resolution; brief warm acknowledgment with key refund details.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| send_manufacturer_message | proposed | Post to #replacement-products in the WINWIN SUPPLIER Discord server: [Marlow London] REPLACEMENT ITEM FOR ORDER NR#1420 ADRESS: SAME AS ORD | 2026-08-03 12:43:59 |
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Full thread
Hi Anna
I am still awaiting my replacement item and a month has passed. Please can
you advise a delivery date.
Thanks
Wendy
On Sat, Jul 4, 2026 at 6:55 PM <support@marlow-london.com> wrote:
> Dear Wendy,
>
> Thank you for bringing this to our attention, and I'm very sorry that you
> received the wrong item.
>
> We've now contacted our warehouse and have arranged for the *correct item
> in UK Size 10* to be sent to you as a replacement as quickly as possible.
>
> As this mistake was on our side, there is *no need to return the item you
> received*. Please feel free to keep it with our compliments as a small
> gesture of apology for the inconvenience and disappointment this has
> caused.
>
> We sincerely apologise for this error and appreciate your patience while
> we put things right. We hope your replacement reaches you very soon.
>
> If you have any further questions, please don't hesitate to get in touch.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
>
> On Sat, Jul 4, 2026 at 18:23, Wendy Plummer <wend.plummer@googlemail.com>
> wrote:
>
> Hi
>
> I have just received my order but the item is not the one I ordered.
> Please see attached photo.
> Additionally I ordered the L (size 12) and it is huge. Please let me know
> how to return the incorrect item and please send the correct one in a size
> 10.
>
> Thanks in advance
> Wendy
>
> On Sat, Jun 20, 2026 at 3:00 PM MARLOW LONDON <support@marlow-london.com>
> wrote:
>
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AAC8Oo-IqciCa2-bP1X2UBTIBganXvD8iou45hqWpQ5PApAceykSqyI8CLp1Lx5pCCR5CpIUZNneQ5p3Ew7JaKW-6vPuNuJ8QrIbOhhJaOalBUEifydGMSmApWUvYcofHinSwS4nbIrW-Q1NJ90OI8LD6FNN2C7_h_eB4o63apuKq0qr1AQ3qM7UtAJp9wwuyDOWvUFclDHLb9vBmbhxOJAjEDEwoUwzBikXo71wAQIkRSefxoBCRLU5tj3h0GIi8A9FdLsfJVUuoVsOQAn0vEOP75u69ylzuTPzOZ-YyT068wb722zYn0NnOQ9_iszeItCwqqXfpYNFRhTjAEEIhZYr5A==>
>
>
>
> Shipped
> On its way, Wendy
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> 4PX3002904643588CN
>
> Carrier: Other
> Track now
> <https://marlow-london.com/_t/c/v3/AADdIUwv4vE5_sdr1UDNVTaXRhh6UnddmDspgTAv7whXSNgVoBobra09cUh0csZTldsKgOmNjswOt7YcPPFB-cd25E44mAh-M74SJg-effeUccGw1p-3mR_d_CjKUa-ZqyaJLWgnBjblDLpBptDCl9sXeTG3gkce_Zzfy8kIXZO7CjpK5JutVwqZ-BSrRMVetiIMALnj-_-y8VyLGWQmTaDxequlH1HvvK28-gdI_81JhRGXS9u8shKrc4rZxmhBC3AQD6nwvfAp6MG0fKtZDb66wV7pZXwm3OUJXyl_8fKTiHVZcsQEdLq1R_YL3UE3aMfkOriUCTkRHE3kTsLxO6cFn_Dmovft6g2-qSlAuDGvmd5iDg==>
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order at marlow-london.com
> <https://marlow-london.com/_t/c/v3/AADK-vkEiMNjrYC1pl6rwqlb9piPa-KnXe6dt3WIuTgNvh2bHLVrXgxxHVt_-wptFM7Xl--mnX9lL7hZ6NjjPw1LGt7kNuLkmkXfaYz5eA8aOs2EpnaNSLKo9a6SInWO6-hy_NUDJVirQyjXKknB4LxnUMnb5X0pudGxs0zcjDfttuWHDLGKcJzu8BJ7Cb1JRrHOK4hOxrcCS8EMDt1SDwEItexw1Pn-Mz3CB_PZgqOS028VQIkdeUmEehmw_JfzGwoHUHVeaoU_tUx-tnn0rfzKiQsdWWkLCPufIWNmUSjK-Zp0cSMt-Jx0E8cN6bwku3i_Cz5-kRtkasYagJw-8q-Ba-c=>.
>
>
> Items shipped
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red
> Floral / UK 12 (L) · Teal and Red Floral / UK 12 (L) · Qty 1
>
> Order number
>
> #1420
>
> Shipping to
>
> Wendy Plummer
> Potters Bar, United Kingdom
>
> Questions about your delivery? Reply to this email and we'll help right
> away.
>
>
> Follow us
> Facebook
> <https://marlow-london.com/_t/c/v3/AAA__W9VAdXyufRarb1msqpdw-KtQSRqnqvP8BQTdFWAdB8ZYePMYg3tw8XqIgjCQTgnHV07Vr636JlVuySqRVu_FFGF9QWduTWwaQhQ_oGDMeVIRZ8YKBLI2nxtl1uQs8QfXOXh0NgFvO4Bvp9M65g-1yGJFU
Hi Wendy,
You are right to chase, and I am not going to give you another delivery date, because I do not have an honest one to give.
I have looked into this properly. The replacement you were promised on the 4th of July was never actually sent. It was not delayed in transit and it is not sitting with a courier - the request never made it through to our side, so nothing was ever dispatched. You have waited a month for something that was not coming, and that is entirely our failure. I am sorry.
I would rather fix it two ways and let you choose.
If you still want the set, go to the page below, pick the size and colour you actually want, and use this code at the checkout. It covers the whole thing, so there is nothing to pay:
https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy
Code: MLW-RESEND-K7QX4B
Choosing it yourself also means the size comes out right this time, rather than us guessing again.
If you have simply had enough of waiting, say the word and I will refund your order in full instead - no arguing, no conditions. Either is fine by me, and the one you received stays with you regardless.
Which would you prefer?
Warm regards,
Anna
Customer Care Team
Marlow London
HI Anna
I have tried to reorder with the code and it says that the cart total is
too low (ie £0) and wont let me proceed
Please advise
Wendy
On Mon, Aug 3, 2026 at 2:20 PM <support@marlow-london.com> wrote:
> Hi Wendy,
>
> You are right to chase, and I am not going to give you another delivery
> date, because I do not have an honest one to give.
>
> I have looked into this properly. The replacement you were promised on the
> 4th of July was never actually sent. It was not delayed in transit and it
> is not sitting with a courier - the request never made it through to our
> side, so nothing was ever dispatched. You have waited a month for something
> that was not coming, and that is entirely our failure. I am sorry.
>
> I would rather fix it two ways and let you choose.
>
> If you still want the set, go to the page below, pick the size and colour
> you actually want, and use this code at the checkout. It covers the whole
> thing, so there is nothing to pay:
>
>
> https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy
> Code: MLW-RESEND-K7QX4B
>
> Choosing it yourself also means the size comes out right this time, rather
> than us guessing again.
>
> If you have simply had enough of waiting, say the word and I will refund
> your order in full instead - no arguing, no conditions. Either is fine by
> me, and the one you received stays with you regardless.
>
> Which would you prefer?
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Wendy,
That is our fault again, and I am not going to make you fight with a checkout on top of everything else.
The code did not work because of how I set it up, not because of anything you did.
So let me just close this properly instead. I have refunded order 1420 in full, back to your original payment method. That is done, not pending, and it should land within 3 to 5 business days. The item you already have stays with you.
You were promised a replacement on the 4th of July that was never sent, you waited a month, and then the fix I offered you did not work either. Getting your money back without any more effort from you is the least I can do.
If you do still want the set, you are very welcome to order it and it will be treated as a normal order, but there is no expectation from me either way.
I am sorry for how long this took.
Warm regards,
Anna
Customer Care Team
Marlow London
That's great, thank you very much.
On Mon, Aug 3, 2026 at 2:50 PM <support@marlow-london.com> wrote:
> Hi Wendy,
>
> That is our fault again, and I am not going to make you fight with a
> checkout on top of everything else.
>
> The code did not work because of how I set it up, not because of anything
> you did.
>
> So let me just close this properly instead. I have refunded order 1420 in
> full, back to your original payment method. That is done, not pending, and
> it should land within 3 to 5 business days. The item you already have stays
> with you.
>
> You were promised a replacement on the 4th of July that was never sent,
> you waited a month, and then the fix I offered you did not work either.
> Getting your money back without any more effort from you is the least I can
> do.
>
> If you do still want the set, you are very welcome to order it and it will
> be treated as a normal order, but there is no expectation from me either
> way.
>
> I am sorry for how long this took.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
That's wonderful, Wendy. I'm so glad we could get it sorted for you in the end.
Your refund of £54.95 should land within 3 to 5 business days - thank you for your patience while we got there.
Warm regards,
Anna
Customer Care Team
Marlow London