Case #220 — Marlow London
aniachester54@gmail.com · order 1343 · state imported · label none yet · rung 0
Facts
Return
open
not set
2026-07-01 13:36:02
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #339 · action=reply · 2026-07-01 13:37:23 · dry-run
Dear Mrs Chester,
Thank you for getting in touch, and I am truly sorry to hear this. Waiting over a month for your order and then finding that the item does not match the advertised material is really disappointing, and your frustration is completely understandable.
If the product was described as linen on our website but arrived in polyester, that is a listing inaccuracy on our part, and I will make sure your feedback is passed to the team to have the product page reviewed right away.
To help us look into this properly, could you please share your order number and a photo of the care and composition label on the item?
In the meantime, I want you to know all the options open to you:
1. Free replacement: We can send you a replacement item of similar value at no extra charge, and you are welcome to keep the current item.
2. Cashback to keep the item: We can offer you a 10% cashback to your original payment method, so you can keep the item and avoid the hassle of returning it.
3. Full return for a refund: You can return the item within 30 days of delivery for a full refund. Please note that our returns go to our supplier, and the return shipping cost of £19.95 would be at your expense. We are not able to provide a prepaid return label, so you would arrange and pay for the postage yourself.
Once we have those details from you, we will get this resolved as quickly as possible. Please do not hesitate to reach out if there is anything else I can help with in the meantime.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Re-drafted with the latest playbook + lessons.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Hello,
I would like to return my order please as I am very disappointed that the quality was of an extremely low standard after waiting for a month. Advertised as linen but polyester.
Please send return label asap.
Regards
Mrs A Chester
Sent from my iPhone
Dear Mrs Chester,
Thank you for your email, and we're very sorry to hear that you're disappointed with your order.
We sincerely apologise that the item did not meet your expectations, especially after the waiting time you experienced.
We'd be happy to assist you with your return request. Before we can provide the return instructions, could you please confirm your order number so we can locate your order and ensure we send you the correct return information?
Once we receive your order number, we'll send you the return warehouse address along with the next steps as soon as possible.
Thank you for your cooperation, and we look forward to resolving this for you.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 15:35, Ania Chester <aniachester54@gmail.com> wrote:
Hello,
I would like to return my order please as I am very disappointed that the quality was of an extremely low standard after waiting for a month. Advertised as linen but polyester.
Please send return label asap.
Regards
Mrs A Chester
Sent from my iPhone