Case #132 — Marlow London

zenofrederik@gmail.com · order — · state imported · label none yet · rung 0

Facts

Subject

Cach back

Thread status

open

SLA due

not set

Opened

2026-06-28 16:03:25

Closed

—

Last updated

2026-08-14 19:30:08

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Latest draft

from decision #221 · action=reply · 2026-06-28 16:09:08 · dry-run

Hi Zeno, I'm sorry to hear that. Receiving polyester when you were expecting linen is genuinely disappointing and I completely understand wanting this sorted. Could you share your order number and the specific item you received? That will let us move quickly once you've chosen how you'd like to proceed. In the meantime, here is what we can offer: - A 10% cashback to your original payment method, so you keep the item without the hassle of shipping it back. - A comparable replacement item of similar value, with free shipping on our end, and you keep the original. If you'd prefer a full refund, returning the item is also an option within 30 days of delivery. Please note that returns go to our supplier in Asia and the shipping cost (£19.95) would be at your expense. Let us know which you'd prefer and we'll get things moving! Warm regards, Anna Customer Care Team Marlow London

Reasoning: Customer confirmed a material disappointment (polyester instead of linen); presenting the first cashback step and replacement as return-avoidance options per policy, with return as the last resort, while still requesting the missing order number.

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Full thread

in zenofrederik@gmail.com → support@marlow-london.com customer 2026-06-28 16:03:25

Hey, So i was not really happy with the product, could i send it back to you? LMK! Zeno.

out support@marlow-london.com → zenofrederik@gmail.com tool 2026-06-28 16:05:24

Hi Zeno, Thank you for reaching out, I'm sorry to hear the item hasn't quite hit the mark. Before we sort anything out, could you let me know your order number, which item you received, and what it is about it that's left you unhappy? A quick chat often opens up a solution that saves you the hassle of returning anything. Looking forward to hearing from you! Warm regards, Anna Customer Care Team Marlow London

in zenofrederik@gmail.com → support@marlow-london.com customer 2026-06-28 16:08:05

Thank you for getting back to me! sure, i wanted linnen, but i got polyester, this is not what i wanted, can i get my money back? Zeno Op zo 28 jun 2026 om 18:05 schreef <support@marlow-london.com>: > Hi Zeno, > > Thank you for reaching out, I'm sorry to hear the item hasn't quite hit > the mark. > > Before we sort anything out, could you let me know your order number, > which item you received, and what it is about it that's left you unhappy? A > quick chat often opens up a solution that saves you the hassle of returning > anything. > > Looking forward to hearing from you! > > Warm regards, > Anna > Customer Care Team > Marlow London >

out support@marlow-london.com → zenofrederik@gmail.com tool 2026-06-28 16:09:48