Case #240 — Marlow London

Hi there Can you let me know when I am likely to receive this? Has it been dispatched? Thanks Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg>

Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: Em Bliss <em_bliss76@hotmail.co.uk> Sent: Monday, 13 July 2026 15:25:36 To: contact@marlowlondon.com <contact@marlowlondon.com> Subject: Re: #1616 This arrived today. Please provide return instructions asap so that I can return. Thanks Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: Em Bliss <em_bliss76@hotmail.co.uk> Sent: Friday, 10 July 2026 17:19:26 To: contact@marlowlondon.com <contact@marlowlondon.com> Subject: #1616 Hi there I placed the above order on 29 June and it's still not arrived. When it does I would like to return as now too late for my holiday. Can you please provide me with return details. Thanks Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg>

You received a new message from your online store's contact form. Country Code: GB Name: Emily Bliss Email: em_bliss76@hotmail.co.uk Body: I have been trying to get in contact with you regarding refunding my order #1616. Grateful if someone could get back to me. I've already sent two emails. Emily Bliss

I'm getting increasing frustrated that my emails (numerous) plus my contact form enquiry are being ignored. I want to return my order #1616 please send me the return address. This really is poor customer services, especially after waiting so long for delivery. Emily Bliss Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: Em Bliss <em_bliss76@hotmail.co.uk> Sent: Wednesday, 15 July 2026 10:44:16 To: support@marlow-london.com <support@marlow-london.com> Subject: Fw: #1616 Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: Em Bliss <em_bliss76@hotmail.co.uk> Sent: Monday, 13 July 2026 15:25:36 To: contact@marlowlondon.com <contact@marlowlondon.com> Subject: Re: #1616 This arrived today. Please provide return instructions asap so that I can return. Thanks Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: Em Bliss <em_bliss76@hotmail.co.uk> Sent: Friday, 10 July 2026 17:19:26 To: contact@marlowlondon.com <contact@marlowlondon.com> Subject: #1616 Hi there I placed the above order on 29 June and it's still not arrived. When it does I would like to return as now too late for my holiday. Can you please provide me with return details. Thanks Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg>

Hi I would like to return order #1616 can you please provide the return address. Thanks Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 02 July 2026 11:09:42 To: Em Bliss <em_bliss76@hotmail.co.uk> Subject: Re: Order #1616 Hi Emily, Thank you for reaching out! Great news, your order #1616 has been dispatched and is on its way to you. You can follow its progress using your tracking link below: https://marlow-london.com/apps/parcelpanel?nums=4PX3002940861038CN Delivery typically takes 8-12 days, so you should be receiving it very soon. Please note that tracking updates can sometimes lag a little between courier scans, so do not worry if the page does not refresh immediately. If you have any questions in the meantime, please do not hesitate to get in touch. Warm regards, Anna Customer Care Team Marlow London On Thu, Jul 2, 2026 at 06:22, Em Bliss <em_bliss76@hotmail.co.uk> wrote: Hi there Can you let me know when I am likely to receive this? Has it been dispatched? Thanks Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg>

Hi Anna Thank you for your email. Your website states that products can be return. See your FAQ section. I would also like to point you to the law in respect of online purchases - see link https://www.gov.uk/accepting-returns-and-giving-refunds I wish to return the item as it arrived very late and as a result I no longer require it. I would like a full cash refund. I am prepared to escalate matters if necessary but would rather not have to. Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Sunday, 19 July 2026 01:40:26 To: em_bliss76@hotmail.co.uk <em_bliss76@hotmail.co.uk> Subject: Re: Order #1616 Hi Emily, Thank you for reaching out, and I am so sorry, both for how long this took to reach you and, honestly, for the silence on our end while you were chasing us. Emailing us that many times and feeling ignored is not the experience we ever want anyone to have, and I completely understand why you are frustrated. That one is on us. I hear you that you would like to return order #1616 now that it has arrived. Returns are not something we would normally do under our policy, but I genuinely want to make this right for you, so I have spoken with the higher-ups and have a few options I can offer: 1. A 20% cashback on your original payment 2. A replacement product 3. Your order back as store credit That said, given the service has not been what you were counting on, I suspect options 2 and 3 may not be what you are after. So that I can make sure this never happens to you or anyone else again, could I ask what the main reason for the return is? Was it something about the tankini set itself, or was it really the long wait and the fact it arrived too late for your holiday? Whatever you tell me goes straight to the team. I am truly sorry for the inconvenience and for how this has been handled. Warm regards, Anna Customer Care Team Marlow London

Please can you respond to my latest email. How can your customer service be this bad?! I would like a full cash refund. Please send me the return details asap. I wish I had read your trust pilot reviews before spending money in your store. It seems my experience isn't a one off. Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: Em Bliss <em_bliss76@hotmail.co.uk> Sent: Sunday, 19 July 2026 09:29:53 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: Order #1616 Hi Anna Thank you for your email. Your website states that products can be return. See your FAQ section. I would also like to point you to the law in respect of online purchases - see link https://www.gov.uk/accepting-returns-and-giving-refunds I wish to return the item as it arrived very late and as a result I no longer require it. I would like a full cash refund. I am prepared to escalate matters if necessary but would rather not have to. Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Sunday, 19 July 2026 01:40:26 To: em_bliss76@hotmail.co.uk <em_bliss76@hotmail.co.uk> Subject: Re: Order #1616 Hi Emily, Thank you for reaching out, and I am so sorry, both for how long this took to reach you and, honestly, for the silence on our end while you were chasing us. Emailing us that many times and feeling ignored is not the experience we ever want anyone to have, and I completely understand why you are frustrated. That one is on us. I hear you that you would like to return order #1616 now that it has arrived. Returns are not something we would normally do under our policy, but I genuinely want to make this right for you, so I have spoken with the higher-ups and have a few options I can offer: 1. A 20% cashback on your original payment 2. A replacement product 3. Your order back as store credit That said, given the service has not been what you were counting on, I suspect options 2 and 3 may not be what you are after. So that I can make sure this never happens to you or anyone else again, could I ask what the main reason for the return is? Was it something about the tankini set itself, or was it really the long wait and the fact it arrived too late for your holiday? Whatever you tell me goes straight to the team. I am truly sorry for the inconvenience and for how this has been handled. Warm regards, Anna Customer Care Team Marlow London

Marlow Thank you, I appreciate your response and the action taken and look forward to receiving my refund in due course. Kind regards Emily Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 23 July 2026 11:47:50 To: em_bliss76@hotmail.co.uk <em_bliss76@hotmail.co.uk> Subject: Re: Order #1616 Hi Emily, I wanted to reply to you personally, because what has happened here is genuinely not how we treat our customers, and I am sorry. You are right, and there is no need to send anything back overseas or wait any longer for any of this. I am arranging a full refund of your order to your original payment method now, no return needed, and there is nothing further for you to do. It will land within 3 to 5 business days. I am also sorry for how long this dragged on, and for the number of times you had to chase us before getting a proper answer. That is on us, and it should not have happened. If there is anything else at all, please reply to this email directly and I will handle it personally. Warm regards, Marlow Marlow London