Case #130 — Marlow London
mailer@shopify.com · order 1362 · state imported · label none yet · rung 0
Facts
New customer message on 28 June 2026 at 13:20
open
not set
2026-06-28 12:21:10
—
2026-08-14 19:30:08
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Latest draft
from decision #216 · action=reply · 2026-06-28 12:21:35 · dry-run
Hi Ann,
Thank you for getting in touch, and I'm truly sorry to hear that the item you received doesn't match the linen cotton description on our website. I completely understand your frustration.
Could you share a quick photo of the composition label? This will help us flag the listing with our team. In the meantime, I'd like to offer you three options to resolve this:
1. A comparable replacement item of similar value, free of charge. You'd keep the original, and we cover shipping on the new item. Please note a shipping fee applies if the replacement exceeds the value of your original order.
2. A 10% cashback to your original payment method as a goodwill gesture, so you can keep the item without the hassle of a return.
3. A full return for a refund within 30 days of delivery. Return shipping to our supplier is £19.95, paid by the customer as the parcel travels internationally.
Please let me know which option you'd prefer, and do send over that photo when you can.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Item misdescription complaint with order number provided; presenting the three options as instructed (replacement, first-step cashback, return) while requesting a label photo to support escalation.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ann Bentley
Email:
whitbyanni@hotmail.co.uk
Body:
Ref order 1362. The item I purchased is clearly shown as
linen cotton it has arrived as is most definitely not it is
labelled as polyester spandex. This is a clear breach of
advertising standards, you’re options are send me free of charge
the exact item as listed and or refund me all monies.
Hi Ann,
Thank you for getting in touch, and I'm truly sorry to hear that the item you received doesn't match the linen cotton description on our website. I completely understand your frustration.
Could you share a quick photo of the composition label? This will help us flag the listing with our team. In the meantime, I'd like to offer you three options to resolve this:
1. A comparable replacement item of similar value, free of charge. You'd keep the original, and we cover shipping on the new item. Please note a shipping fee applies if the replacement exceeds the value of your original order.
2. A 10% cashback to your original payment method as a goodwill gesture, so you can keep the item without the hassle of a return.
3. A full return for a refund within 30 days of delivery. Return shipping to our supplier is £19.95, paid by the customer as the parcel travels internationally.
Please let me know which option you'd prefer, and do send over that photo when you can.
Warm regards,
Anna
Customer Care Team
Marlow London