Case #227 — Marlow London

Dear Rebecca, Thank you for your email, and we're genuinely sorry to hear about your concerns. We completely understand why you're worried, especially when your tracking hasn't updated as quickly as expected. Please rest assured that your order has not been forgotten, and we can confirm that it is currently being processed through our shipping network. Tracking updates can occasionally take several days to appear while parcels are moving between international logistics hubs. Although this can be frustrating, it does not mean there is an issue with your order. We'd also like to reassure you that Marlow London is a legitimate business, and your order is very important to us. We work hard to ensure every customer receives their parcel, and we'll continue monitoring your shipment until it arrives safely. We completely understand your concerns regarding the different email addresses and advertisements you've seen online. We appreciate you bringing this to our attention, but please be assured that your order is active and being handled. If your tracking has still not updated within the next few working days, please let us know and we'll investigate it further with our fulfilment team to make sure everything continues moving as expected. Thank you for your patience and understanding. We truly appreciate your support and are confident you'll receive your order very soon. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 17:33, Becky Davies <becky_music20@hotmail.com> wrote: Hello, I placed my order 10 days ago. I downloaded you shop app to track my order. No update. I have searched online and had different email addresses. Also noticing you use the same videos for different companies. Are these all operation under the same umbrella company or a scam? I want and update on my order by 9am tomorrow or I am reporting the transaction and your company as fraud. Regards Rebecca Davies-Braund Sent from Outlook for iOS (https://aka.ms/o0ukef)

Dear Rebecca, Thank you for your reply, and we completely understand your frustration. We sincerely apologise that your order has taken longer than expected to arrive. We appreciate that this isn't the experience you were expecting when placing your order, and we're very sorry for the inconvenience this has caused. We've checked your shipment again, and we're pleased to confirm that your parcel is now progressing through the shipping network and should arrive within the next few working days. We kindly ask if you could wait just a little longer for the delivery. We're confident that it is very close to reaching you, and we'd love the opportunity to complete your order successfully. If, however, your parcel has still not arrived by Monday, please reply to this email and we will be happy to review the situation with you and work together on the best possible solution. Thank you again for your patience and understanding. We truly appreciate it and sincerely apologise once again for the delay. Kind regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 16:14, Becky Davies <becky_music20@hotmail.com> wrote: Hi Anna, May I have an update when my order will be delivered as I now cannot track it. We are about to go into week 3 and it’s still not arrived. If I knew it was take 3+ weeks for clothing to arrive, I would not have order. Most retailers clothing is 3-5 days. And they provide order updates. If my order is not arrived by Monday, I want to cancel with a full refund as this is not good service. I thought the clothing was coming from within the UK and there is no excuse for such a long lead time. Regards Rebecca Davies-Braund Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 02 July 2026 02:08:39 To: Becky Davies <becky_music20@hotmail.com> Subject: Re: Order 1444 Dear Rebecca, Thank you for your email, and we're genuinely sorry to hear about your concerns. We completely understand why you're worried, especially when your tracking hasn't updated as quickly as expected. Please rest assured that your order has not been forgotten, and we can confirm that it is currently being processed through our shipping network. Tracking updates can occasionally take several days to appear while parcels are moving between international logistics hubs. Although this can be frustrating, it does not mean there is an issue with your order. We'd also like to reassure you that Marlow London is a legitimate business, and your order is very important to us. We work hard to ensure every customer receives their parcel, and we'll continue monitoring your shipment until it arrives safely. We completely understand your concerns regarding the different email addresses and advertisements you've seen online. We appreciate you bringing this to our attention, but please be assured that your order is active and being handled. If your tracking has still not updated within the next few working days, please let us know and we'll investigate it further with our fulfilment team to make sure everything continues moving as expected. Thank you for your patience and understanding. We truly appreciate your support and are confident you'll receive your order very soon. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 17:33, Becky Davies <becky_music20@hotmail.com> wrote: Hello, I placed my order 10 days ago. I downloaded you shop app to track my order. No update. I have searched online and had different email addresses. Also noticing you use the same videos for different companies. Are these all operation under the same umbrella company or a scam? I want and update on my order by 9am tomorrow or I am reporting the transaction and your

Hi Rebecca, Hey, I hear you. I completely agree, this is really unacceptable, and I'm genuinely sorry. We are already working on finding out why this happened on our end, so it won't happen again. You ordered in good faith and you deserved a better experience than this. In the meantime, I've gone ahead and issued a 10% cashback on your order as a gesture of goodwill, that money should land back on your card shortly, no strings attached. Just something while you wait. We agree: a full refund by this Friday. If it still hasn't arrived by then, we'll process it immediately. But here is the honest picture: I have just checked your tracking, and it looks like your parcel is very close. It will probably arrive before Friday. Since it has already shipped and is moving through the network, having you refunded only for the parcel to show up at your door a day later is wasteful for everyone and the planet, and we normally don't do refunds on parcels that are still actively on their way for that reason. We would rather the item gets to you and you enjoy it. So in practical terms, you probably won't need the refund at all. The parcel is almost there. If it does not show up by Friday, I will make sure your money is back with you straight away. I hope that feels fair. We owe you better than this, and we'll make sure the next time looks nothing like this one. Warm regards, Anna Customer Care Team Marlow London On Mon, Jul 6, 2026 at 18:48, Becky Davies <becky_music20@hotmail.com> wrote: Hi Anna, My items still have not arrived. I want a full refund and the money to be in my account by this Friday. Regards Rebecca Davies-Braund Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Saturday, 04 July 2026 00:32:36 To: Becky Davies <becky_music20@hotmail.com> Subject: Re[2]: Order 1444 Dear Rebecca, Thank you for your reply, and we completely understand your frustration. We sincerely apologise that your order has taken longer than expected to arrive. We appreciate that this isn't the experience you were expecting when placing your order, and we're very sorry for the inconvenience this has caused. We've checked your shipment again, and we're pleased to confirm that your parcel is now progressing through the shipping network and should arrive within the next few working days. We kindly ask if you could wait just a little longer for the delivery. We're confident that it is very close to reaching you, and we'd love the opportunity to complete your order successfully. If, however, your parcel has still not arrived by Monday, please reply to this email and we will be happy to review the situation with you and work together on the best possible solution. Thank you again for your patience and understanding. We truly appreciate it and sincerely apologise once again for the delay. Kind regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 16:14, Becky Davies <becky_music20@hotmail.com> wrote: Hi Anna, May I have an update when my order will be delivered as I now cannot track it. We are about to go into week 3 and it’s still not arrived. If I knew it was take 3+ weeks for clothing to arrive, I would not have order. Most retailers clothing is 3-5 days. And they provide order updates. If my order is not arrived by Monday, I want to cancel with a full refund as this is not good service. I thought the clothing was coming from within the UK and there is no excuse for such a long lead time. Regards Rebecca Davies-Braund Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 02 July 2026 02:08:39 To: Becky Davies <becky_music20@hotmail.com> Subject: Re: