Case #223 — Marlow London
stuart.crook01@btinternet.com · order 1547 · state imported · label none yet · rung 0
Facts
Order #1547 confirmed
archived
not set
2026-07-01 14:32:02
—
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 #449 · action=reply · 2026-07-05 17:47:39 · dry-run
Dear Stuart,
Thank you for letting us know, and no problem at all about not using the voucher, we completely understand it is not much comfort when what you really want is your order in hand.
We do appreciate your patience through all of this, and we understand the timing has been especially frustrating given you were hoping to have these for summer. Your parcel is still showing as in transit, and based on the latest tracking updates we do still expect it to arrive within the coming week.
We are keeping a close eye on this order, and if anything changes with the delivery window we will let you know straight away. In the meantime, please do not hesitate to reach back out if you have any other questions or concerns, we are here to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Drafted for the backlog (was missing — e.g. an LLM outage).
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Full thread
Have not received my order can you please update me on it Stuart crook Sent from my iPhone On 27 Jun 2026, at 11:39, MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmation
Order confirmed
Thank you, Stuart
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now
Order number
#1547
Order summary
George | Men’s Summer Shorts - Light Blue / UK 36 (XL) Light Blue / UK 36 (XL) · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Stuart Crook 51 Hart Road CM17 0HL Harlow United Kingdom
Payment
Shopify payments
View order
Follow us
Facebook
Dear Stuart,
Thank you for getting in touch.
We're very sorry to hear that you haven't received your order yet, and we completely understand your concern.
We've checked your order and can confirm that it is currently on its way through our shipping network. While tracking updates can sometimes take a little longer to appear during international transit, your parcel is still progressing as expected.
Based on the latest information available, we expect your order to arrive within the next several working days. We kindly ask for just a little more patience while it completes the final stages of its journey.
Please rest assured that we will continue to monitor your shipment, and if there are any unexpected delays, we'll be happy to investigate this further with our fulfilment team.
Thank you very much for your patience and understanding. We truly appreciate your support and are confident your order will be with you very soon.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 16:31, Stuart Crook <stuart.crook01@btinternet.com> wrote: Have not received my order can you please update me on it
Stuart crook
Sent from my iPhone
On 27 Jun 2026, at 11:39, MARLOW LONDON <support@marlow-london.com> wrote:
(https://marlow-london.com/_t/c/v3/AADhQ5l5-9ITaM4ncHB00eQy-h91_X0wpcVwvdqYmtwBvuQsTKHGv-iUCNyoc9mOPAyD9nTJrlST1FPm8viNNmvkhaSqYy_xZWEC6TT4C8S4DT3N7ZY_1xz37OTOR05yL43K-c3VATya7RXJzuhS9enEOGlYaEnCePfOyXCKfwPv_Mg7-_Q8BVr40FFc382LLNO31wFfhgQeKuon_g_0s23FxexkONIBZ6x7T2CmwomzBcGMGiWV5SKY5KLszNMQso9x4rAT4JPpNTT1Gi20QuXQpLUXelddSYHOLvAouigSP77Gfy0W2jTMVnWXscQ0Xs29fhawTvVSUe5u3r5a8X7OlA==)
Order confirmed
Thank you, Stuart
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now (https://marlow-london.com/_t/c/v3/AAA_rNmgZQ4pt6zk92R1SJBdaF9C3MFo0bkMIVDCCvRIVsI6_2ODohZap_IsjHBKvB7RABwRXdC_OwVYuMDkfYDVgOFYakdNQmkQARz8BMUoPAIsqkqXTaPw9U8KgKUk4rSXhqg8yLxtw80T-b-PDFW77sJr2f6GXT0yePQ99WSXNyNLof4uTIExE0V9GohxTzD_dPo-by71McqGsj-r8JWnlyt_vVWzgszZAQzvpPvRW0L7PdLjflpWB9rveZDqzhWjzU3OHWCnq6hmQ2Fhik-k38NbJeARwX15dwdu40MGoTs2eijqkOuFouhB4bF-aAdiDqypgan0g6IP2k0F2290t00=)
Order number
#1547
Order summary
George | Men’s Summer Shorts - Light Blue / UK 36 (XL)
Light Blue / UK 36 (XL) · Qty 1 £39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Stuart Crook
51 Hart Road
CM17 0HL Harlow
United Kingdom
Payment
Shopify payments
View order (https://marlow-london.com/_t/c/v3/AAAeyz8INPiDsB_w6-nqGfA3m2w3LNOBOegg36yuFy_02jair_7y-QQNFYYNVRl1coNxKmoQqQrrPEIfmF9Jf5r5Sl6yb1Zqfanyor1m-vOPsm36btLfUZa6B8U8_INORpMGLzXIz70Epvqsd-w9J6exfgMRmiiTAPyF3mGT18VmcjOWr1AwmBHN84LAYmb_3_Y89LVEgTYo0d06sxY5WlfSy96Jo486sFTeu330W_ieBIpcutPi2jAQNLBb_RixbXtc4I7bi7_5JO6H62-kahHZeqtiS2Wu7EnXaWI2tXM5MjQYQMvVhzfx0KdyISPQjBXUWo1f8nswDU4zmNOFs0yy4PKBFkTV_1YYAp2itkENFCj9riMM72_YC3levEiFba8Os4OM44KA6SD8kEM1HAbAR_JoEFAWE9C9X9ULxdFjRtj_0kgZhON6FlsHLpkF9fjx3VPhzjAM08uqtrSyJKFdvHEYifwhUNFPeapNZF9Boqk2qcvE0uhOJkQ4l9r0JAk5kUyQkeAIKNojke_gU7QjeaigPUK8uzlL6LkzQqs9Fs8FJqJq7rTFPztGBIzgW_wyVEUNMBr9yLpwYUtx1VdjD3wgv95tFluSHackdqYcRsFWauR4NeknSeYuHo5FkUZR8jkxA_WeiU1NuGTHu_j0vprIJsnw7Fah_I0iVIG7b7t21n9RBUv88Vk4yxNW2HKRPZfUEszbMxUp1P0jwN9CISeVdp30LSVLcOBc2f-1bTcV1tIX4w-tj0KpRgLWVM-RSiWIbHcyBLKjCDZGSVvs_OAuWrGK1U2VzZPtlTb9kTIjwfjwhOfNynEOc-lDo6zUTuQ9TaF8xqOKh8hT0jRQR-kCs9pLT7zOn6O48HspS2Kz__Ea-IB7Wb2O8obt1kBNnarPH3MZJeG0erk5FAiqGTtKWU4RkgPvhW9B5Z6to9Kdw2JtbULhOn8VyI4QNbmq3GrZi5NqTT5ta3XutikkR17oyWP1U1Y1q1yR3bfp_C95-7wULCWaoUqqYq3oAOSfKix7Q3wgEMxex-nOeFzMF4vvObui2m8ck4zK1zhScSlOscfKbhft5SabewFb04iJSh5NHonhoPlAyS0tFnnHTi32i2QjJ6Z5TeQtsnh_mZOvCyi8ea-xIt5N-n72h61PCm9H6pji1-P9Pctxlbpv_mBSRR0T1Oaigr_tnXFRjO4P87a5Vxa4JM6seIZriCJ4FxZW-zvCzNJ828rHX9Ej9I-0z
Still no signs of my order will be the one and only time I will buy from you Stuart Sent from my iPhone On 2 Jul 2026, at 02:13, support@marlow-london.com wrote:
Dear Stuart,
Thank you for getting in touch.
We're very sorry to hear that you haven't received your order yet, and we completely understand your concern.
We've checked your order and can confirm that it is currently on its way through our shipping network. While tracking updates can sometimes take a little longer to appear during international transit, your parcel is still progressing as expected.
Based on the latest information available, we expect your order to arrive within the next several working days. We kindly ask for just a little more patience while it completes the final stages of its journey.
Please rest assured that we will continue to monitor your shipment, and if there are any unexpected delays, we'll be happy to investigate this further with our fulfilment team.
Thank you very much for your patience and understanding. We truly appreciate your support and are confident your order will be with you very soon.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 16:31, Stuart Crook
<stuart.crook01@btinternet.com> wrote:
Have not received my order can you please update me on it
Stuart crook
Sent from my iPhone
On 27 Jun 2026, at 11:39, MARLOW LONDON
<support@marlow-london.com> wrote:
Order confirmed
Thank you, Stuart
We're preparing your order with care. You'll get
a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off
your next order.
Shop now
Order number
#1547
Order summary
George | Men’s Summer Shorts - Light Blue
/ UK 36 (XL) Light Blue / UK 36 (XL) · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Stuart Crook 51 Hart Road CM17
0HL Harlow United Kingdom
Payment
Shopify payments
View order
Follow us
Facebook
Dear Stuart,
Thank you for your reply, and we're truly sorry to hear how disappointed you are.
We completely understand your frustration, and we'd like to sincerely apologise that your order has taken longer than either of us expected. This is certainly not the experience we want our customers to have.
We've checked your shipment again, and we're pleased to confirm that your parcel is progressing through the shipping network. Based on the latest information, we're confident that it should arrive within the next few working days.
We kindly ask if you could wait just a little longer, as we're very confident your parcel is now close to delivery. We'd really appreciate the opportunity to complete your order successfully.
As an apology for the delay and to thank you for your patience, we'd also like to offer you a £20 Store Credit for a future purchase.
Your personal store credit code is:
STORECREDIT20
Thank you once again for your patience and understanding. We truly appreciate it, and we hope we'll be able to restore your confidence in Marlow London.
Kind regards,
Anna
Customer Care Team
Marlow London
On Fri, Jul 3, 2026 at 16:31, Stuart Crook <stuart.crook01@btinternet.com> wrote: Still no signs of my order will be the one and only time I will buy from you
Stuart
Sent from my iPhone
On 2 Jul 2026, at 02:13, support@marlow-london.com wrote:
Dear Stuart,
Thank you for getting in touch.
We're very sorry to hear that you haven't received your order yet, and we completely understand your concern.
We've checked your order and can confirm that it is currently on its way through our shipping network. While tracking updates can sometimes take a little longer to appear during international transit, your parcel is still progressing as expected.
Based on the latest information available, we expect your order to arrive within the next several working days. We kindly ask for just a little more patience while it completes the final stages of its journey.
Please rest assured that we will continue to monitor your shipment, and if there are any unexpected delays, we'll be happy to investigate this further with our fulfilment team.
Thank you very much for your patience and understanding. We truly appreciate your support and are confident your order will be with you very soon.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 16:31, Stuart Crook <stuart.crook01@btinternet.com> wrote:
Have not received my order can you please update me on it
Stuart crook
Sent from my iPhone
On 27 Jun 2026, at 11:39, MARLOW LONDON <support@marlow-london.com> wrote:
(https://marlow-london.com/_t/c/v3/AADhQ5l5-9ITaM4ncHB00eQy-h91_X0wpcVwvdqYmtwBvuQsTKHGv-iUCNyoc9mOPAyD9nTJrlST1FPm8viNNmvkhaSqYy_xZWEC6TT4C8S4DT3N7ZY_1xz37OTOR05yL43K-c3VATya7RXJzuhS9enEOGlYaEnCePfOyXCKfwPv_Mg7-_Q8BVr40FFc382LLNO31wFfhgQeKuon_g_0s23FxexkONIBZ6x7T2CmwomzBcGMGiWV5SKY5KLszNMQso9x4rAT4JPpNTT1Gi20QuXQpLUXelddSYHOLvAouigSP77Gfy0W2jTMVnWXscQ0Xs29fhawTvVSUe5u3r5a8X7OlA==)
Order confirmed
Thank you, Stuart
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now (https://marlow-london.com/_t/c/v3/AAA_rNmgZQ4pt6zk92R1SJBdaF9C3MFo0bkMIVDCCvRIVsI6_2ODohZap_IsjHBKvB7RABwRXdC_OwVYuMDkfYDVgOFYakdNQmkQARz8BMUoPAIsqkqXTaPw9U8KgKUk4rSXhqg8yLxtw80T-b-PDFW77sJr2f6GXT0yePQ99WSXNyNLof4uTIExE0V9GohxTzD_dPo-by71McqGsj-r8JWnlyt_vVWzgszZAQzvpPvRW0L7PdLjflpWB9rveZDqzhWjzU3OHWCnq6hmQ2Fhik-k38NbJeARwX15dwdu40MGoTs2eijqkOuFouhB4bF-aAdiDqypgan0g6IP2k0F2290t00=)
Order number
#1547
Order summary
George | Men’s Summer Shorts - Light Blue / UK 36 (XL)
Light Blue / UK 36 (XL) · Qty 1 £39.95
Subtotal
Dear Stuart,
This should not happen, ever, and I've noted this as unacceptable on our end.
I've flagged order #1547 as priority with our shipping team so it gets pushed to the front of the queue. Your tracking link is here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN
We hope prioritising it makes a real difference. Please accept code SORRY20 for 20% off as an apology for how long this has dragged on. Our sincere apologies again, Stuart, this isn't good enough and we're on it.
Kind regards,
Customer Care Team
Marlow London
I believe if you are sending this with the post office it will take a couple more weeks to get here
Stuart
Sent from my iPhone
> On 4 Jul 2026, at 10:53, support@marlow-london.com wrote:
>
> Dear Stuart,
>
> This should not happen, ever, and I've noted this as unacceptable on our end.
>
> I've flagged order #1547 as priority with our shipping team so it gets pushed to the front of the queue. Your tracking link is here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN
>
> We hope prioritising it makes a real difference. Please accept code SORRY20 for 20% off as an apology for how long this has dragged on. Our sincere apologies again, Stuart, this isn't good enough and we're on it.
>
> Kind regards,
> Customer Care Team
> Marlow London
Hey,
I completely understand why the wait feels frustrating, but good news: your order is on its way. We already shared the tracking link in our last email, here you will see an update ont he tracking, just in case: https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN
Tracking updates can lag behind the parcel's actual movement as it moves between hubs, so please don't worry. It will arrive in the coming week.
And again I'm sorry for the delay. Feel free to use the £20 discount code (SORRY20) we sent over.
Warm regards,
Anna
Customer Care Team
Marlow London
https://marlow-london.com/
On Sun, Jul 5, 2026 at 15:38, Stuart Crook <stuart.crook01@btinternet.com> wrote:
I believe if you are sending this with the post office it will take a couple more weeks to get here
Stuart
Sent from my iPhone
On 4 Jul 2026, at 10:53, support@marlow-london.com (mailto:support@marlow-london.com) wrote:
Dear Stuart,
This should not happen, ever, and I've noted this as unacceptable on our end.
I've flagged order #1547 as priority with our shipping team so it gets pushed to the front of the queue. Your tracking link is here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN (https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN)
We hope prioritising it makes a real difference. Please accept code SORRY20 for 20% off as an apology for how long this has dragged on. Our sincere apologies again, Stuart, this isn't good enough and we're on it.
Kind regards,
Customer Care Team
Marlow London
Thank but I will not be using the voucher on another order as I want things for summer not Christmas Stuart Sent from my iPhone On 5 Jul 2026, at 18:16, support@marlow-london.com wrote: Hey, I completely understand why the wait feels frustrating, but good news: your order is on its way. We already shared the tracking link in our last email, here you will see an update ont he tracking, just in case: https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN Tracking updates can lag behind the parcel's actual movement as it moves between hubs, so please don't worry. It will arrive in the coming week. And again I'm sorry for the delay. Feel free to use the £20 discount code (SORRY20) we sent over. Warm regards, Anna Customer Care Team Marlow London https://marlow-london.com/ On Sun, Jul 5, 2026 at 15:38, Stuart Crook <stuart.crook01@btinternet.com> wrote: I believe if you are sending this with the post office it will take a couple more weeks to get here Stuart Sent from my iPhone On 4 Jul 2026, at 10:53, support@marlow-london.com wrote: Dear Stuart, This should not happen, ever, and I've noted this as unacceptable on our end. I've flagged order #1547 as priority with our shipping team so it gets pushed to the front of the queue. Your tracking link is here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN We hope prioritising it makes a real difference. Please accept code SORRY20 for 20% off as an apology for how long this has dragged on. Our sincere apologies again, Stuart, this isn't good enough and we're on it. Kind regards, Customer Care Team Marlow London