Case #274 — Marlow London
lucybmroper@gmail.com · order 1570 · state imported · label none yet · rung 0
Facts
Order #1570 confirmed
open
not set
2026-07-03 21:04:44
—
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 #1250 · action=reply · 2026-07-21 08:29:46 · dry-run
Hi Lucy,
Thank you so much for confirming, I am really glad to hear the refund has reached you.
I want to say again how sorry I am for everything that happened with this order, the stock issue, the delays, and the amount of chasing you had to do just to get answers. That is not the experience we want for any customer, and I genuinely appreciate your patience throughout all of this.
If there is ever anything else I can help with, please do not hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is simply confirming the already-processed refund arrived, nothing left to action, so a warm closing reply is appropriate.
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Full thread
Can you please give me an update on my order please S I should have received it by now. Kind regards Lucy Sent from my iPhone On 28 Jun 2026, at 10:06, MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmation
Order confirmed
Thank you, Lucy
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
#1570
Order summary
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 20 (4XL) Teal and Red Floral / UK 20 (4XL) · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Lucy Roper 11 Burghfield Mill, Dewe Lane RG30 3ST Reading United Kingdom
Payment
Shopify payments
View order
Follow us
Facebook
Dear Lucy,
Thank you for your email, and we're sorry to hear that your order has not yet arrived.
We've taken note of your message and will be reviewing your shipment with our logistics team to see if there are any additional updates available. As soon as we have more information, we'll get back to you straight away.
In the meantime, we kindly ask for a little more patience. If your order has still not arrived within the next week, please reply to this email again, and we'll immediately investigate further and work with you on the best possible solution.
We sincerely apologise for the delay and appreciate your understanding. Thank you for your patience, and we'll be in touch as soon as we have an update.
Warm regards,
Anna
Customer Care Team
Marlow London
On Fri, Jul 3, 2026 at 23:03, Lucy <lucybmroper@gmail.com> wrote: Can you please give me an update on my order please S I should have received it by now.
Kind regards
Lucy
Sent from my iPhone
On 28 Jun 2026, at 10:06, MARLOW LONDON <support@marlow-london.com> wrote:
(https://marlow-london.com/_t/c/v3/AABjwyWsUnPG12ARMsgGwVbdRFt63H_m2QXfz4uAqWNDq0b30TOW5cuvsqwXv5TScLx0fy9grpZo8m01JUoEeSDwIc6jRwYBdhI73jcTO13FjHF3_iuz2Hd4X4CGMNp9cvSPRQzdz9Ht7vhmp6Y2t5LGoxvNgSqAFwCMqsYBiVPV8JfvaqATLqZn9JEj9NKY4860UNEMDL0Xyezkfa0s7dvRPAlcUXos2YO0U7TlNvpYRZsuHRcd8S3NiqmCLSn8gf0tWxN2L8ktlxQtU65bf1iUeK4Mn_ydTe0ioVMvDQVMyd4d6qLqMKOHEGjoOsEq3Uyyjq-8iUD8lmjXOO6Lr4D0PA==)
Order confirmed
Thank you, Lucy
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/AACNzaQ29PdTrDO4vLXtus6SQxIrVp74RHxs1ddonU1RD1nOuDggnfzDaLwmaezIBXK1IC_ZczX0fWEyHlWdgnWVi_ABtx_aVykn9mpcXbV6hfCMmAedYmcH8s376oGrM2lCRyiBVMWS1G1IfGuMI1Dr1Xfsx5yGEaWCdIv9o_aIT_9IQEf_QzogXuLpjtHGm8blsg_yIWX-2XUvt2-JC_9GmhCN0e50am-eUUs4ovmL5HMSQckwiMDYBM_OkSSlOOfG0fZxXam40EvcNOQQygRvR0dRLL_sFkY6dbuAw2LA2ZXCnKPYg8I_KrKyBPyT1KBS9uhp6Lod0TUyU_q5j9jyimk=)
Order number
#1570
Order summary
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 20 (4XL)
Teal and Red Floral / UK 20 (4XL) · Qty 1 £39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Lucy Roper
11 Burghfield Mill, Dewe Lane
RG30 3ST Reading
United Kingdom
Payment
Shopify payments
View order (https://marlow-london.com/_t/c/v3/AABydogQK0EGufLLL6k0UMiEtuwQ_sx2_XbrNS38xOyzsW70pF_ASCw9fHzz3oTAmub3nuMYPtKw8Fj5z_aKe_YSr6RCbGU_2oXeyMF74pK5_HY0iRd1DTdKv7h-JEtXPqHqEQwfvihPO7m68VpM_jdouYb-FBgwXd9rd4kByzA2Re3KQvOtg8yUkPPu7TRgV4-b7o6Cc1mBV6oK4cYcKkQRJnIshcZATgllbf-THTCrjkksmoBW2i7T0MZTWb6tT-Yl1P598yBxJ_D45sVhSmMgU75s5GN08RliaMsn_O7prH0eWKBJjnwcGa1Z7rOVwT_hveiVaSmcd2RkbZ8Ngp06eDlWRrKoTRWFpoV2sIEpFefrblMnhC_Bj74t_ugLgzMiLzUUoZSJadi5FLfPCfXH1JjQV8H0SXdvASIRch28OGMB1mfAcqRP0-AIZTbo_G21bdDusqnkznRLlrq9msD8a3dCYXJ3Ar5UxHCdycknwTkE1MaaN3AXASI8a5tjR2-oI5U9KCUmS6JcMdeWrTFYsARkUB6He_kyVZfoNM-XPiwdruob2ffr-4nDqdxxGp-RCOCr60Mk5kiz1gn5p06ashfivK2uxeZ0RipcuMd4G-tWqzZ9TlVC62j9-RKtIafzMp9dajGGI8do2MRqIlitLET-0E--wLzGxYf7cpA6OioztWb89k2SeI50KnYlL73XHAhbH3Cn2UopaFDxvLRcxvB8SyPifUYq0fKF68O3fBdvjTAjWNrVIpBnsec9dCYjnVrGRZCymXrJC2xT7NF7Ceii8hzzqi_-uRLgpcK4zAHbxm7xxmbBKghdGYy7x_rQVOzfxQMj2oMEKKhr3M3MT20qyWtl19okX2If4yQLaA7JCJ-fMLdLKw4ay28_4T3HQNU5Jsi994vMcH1Xg_Yyi9Nwhy4CMVJGA1669GecXj2Nygy6_oXlbuxzSvNPrdX7m1iNdkCKezzaaB7a47lnwCjlvwopFxDnMKP8idlpGzBM0__AUBVyyUESWbLOKDeP4zkmL-sg5SgW5egC6RQty2UFcFoeY8IqkL79n-9yZK37qX_v2wCc4ugBy4LFLoo0_bDfGp9jofpkNhgOwWQA3uP0uy3SQzfSlDE2-v1gg0L7aitBBm4zviUzRCvu4T_iWZBczH6zutjexY9nJq3q3veobfGkQLxa31DS_kzFMzUJqk8P_4Vvp3bHp-ZUl-GY3F73eLfrsNmRALTrKoSZoWK9lmf4zXXyxc8plJfR3AB3oPk3KvOei6TylOk7wXtA78nYsP7NaqygpEMcQ0efAKswenZNgyZ_S3hP0YPZYDRldKhhZtD3bPaooxx2wf2k9n5RQlXN6kdHhIv3BDcF0U47SdAI4mp0fa6W
Dear Lucy,
Thank you for following up, and you're right, that really shouldn't happen.
I've looked into order #1570 and it hasn't left the factory yet after 6 days, longer than it should be taking, especially with how high our order volume has been recently. I want to be upfront with you: at this point it's likely running late.
I'm escalating this to the manufacturer directly today with your order number to find out what's going on and get it moving.
As an apology for the wait, please use code SORRY20 for 20% off your next order with us.
Kind regards,
Customer Care Team
Marlow London
Dear Lucy,
Thank you for your honest feedback. We completely understand your disappointment, and we'd like to sincerely apologise for the experience you've had with this order.
Unfortunately, we're unable to provide an exact delivery date at this stage, as the shipment is still being processed by our logistics partner. We completely understand that this is frustrating, especially as you're planning to go on holiday and were hoping to take these items with you.
Please rest assured that we have already escalated your order with our supplier and requested that it be prioritised. We are currently waiting for their update, and as soon as we receive more information, we will contact you immediately.
We truly regret that we've let you down with the stock issue, the delays, and the uncertainty surrounding your order. This is not the experience we want any customer to have, and we completely understand why you're disappointed.
We sincerely hope your parcel begins moving very soon, and we'll continue following your order closely until it has been delivered.
Thank you again for your patience and understanding.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jul 4, 2026 at 18:21, Lucy Roper <lucybmroper@gmail.com> wrote: Thanks for the update. However, can you provide me with timings for when things should arrive. The website said 5-7 days which has passed now and with the items not having left the factory is very disappointing. I am going on holiday soon and was looking forward to having these items to take with me. Thanks for the discount but at present I am not sure I will order again as you have let me down too much - not having the size, then delays, saying dates and not fulfilling them .. not impressed. Hopefully they will arrive soon and been sent first class. Kind regards Lucy
On Sat, 4 Jul 2026 at 10:52, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Lucy,
Thank you for following up, and you're right, that really shouldn't happen.
I've looked into order #1570 and it hasn't left the factory yet after 6 days, longer than it should be taking, especially with how high our order volume has been recently. I want to be upfront with you: at this point it's likely running late.
I'm escalating this to the manufacturer directly today with your order number to find out what's going on and get it moving.
As an apology for the wait, please use code SORRY20 for 20% off your next order with us.
Kind regards,
Customer Care Team
Marlow London
Hi Anna,
Good afternoon. I hope you are well.
Another week passes and my order still hasn’t arrived.
Can I have an update please?
Thanks
Lucy
On Sat, 4 Jul 2026 at 18:53, <support@marlow-london.com> wrote:
> Dear Lucy,
>
> Thank you for your honest feedback. We completely understand your
> disappointment, and we'd like to sincerely apologise for the experience
> you've had with this order.
>
> Unfortunately, we're unable to provide an exact delivery date at this
> stage, as the shipment is still being processed by our logistics partner.
> We completely understand that this is frustrating, especially as you're
> planning to go on holiday and were hoping to take these items with you.
>
> Please rest assured that we have already escalated your order with our
> supplier and requested that it be prioritised. We are currently waiting for
> their update, and as soon as we receive more information, we will contact
> you immediately.
>
> We truly regret that we've let you down with the stock issue, the delays,
> and the uncertainty surrounding your order. This is not the experience we
> want any customer to have, and we completely understand why you're
> disappointed.
>
> We sincerely hope your parcel begins moving very soon, and we'll continue
> following your order closely until it has been delivered.
>
> Thank you again for your patience and understanding.
>
> Warm regards,
> Anna
>
> Customer Care Team
> Marlow London
>
>
>
>
> On Sat, Jul 4, 2026 at 18:21, Lucy Roper <lucybmroper@gmail.com> wrote:
>
> Thanks for the update. However, can you provide me with timings for when
> things should arrive. The website said 5-7 days which has passed now and
> with the items not having left the factory is very disappointing.
> I am going on holiday soon and was looking forward to having these items
> to take with me.
> Thanks for the discount but at present I am not sure I will order again as
> you have let me down too much - not having the size, then delays, saying
> dates and not fulfilling them .. not impressed.
> Hopefully they will arrive soon and been sent first class.
> Kind regards
> Lucy
>
> On Sat, 4 Jul 2026 at 10:52, <support@marlow-london.com> wrote:
>
> Dear Lucy,
>
> Thank you for following up, and you're right, that really shouldn't happen.
>
> I've looked into order #1570 and it hasn't left the factory yet after 6
> days, longer than it should be taking, especially with how high our order
> volume has been recently. I want to be upfront with you: at this point it's
> likely running late.
>
> I'm escalating this to the manufacturer directly today with your order
> number to find out what's going on and get it moving.
>
> As an apology for the wait, please use code SORRY20 for 20% off your next
> order with us.
>
> Kind regards,
> Customer Care Team
> Marlow London
>
>
Hi Lucy,
Thank you for reaching out again, and I am genuinely sorry that another week has passed with no progress on order 1570.
I can see it still has not left our supplier, which is well beyond what it should be taking, especially after everything you have already been through with this order. I do not want to just repeat the same reassurance without real answers, so I am escalating this directly today, both with our own team and with the supplier, to find out exactly what is going on and to get this moving as an urgent priority.
I know this has dragged on far longer than it should have, and I am sorry for the continued wait. I will come back to you personally as soon as I hear anything back.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Marlow London Support,
Sorry, it's me again and I bet you cannot wait for me to finally get my
order and stop bothering you all. But ...
I continue to chase for this order and wonder whether you can provide an
update, please?
Originally when ordering it stated 5-7 days with a potential 2-3 days
addition, but I have been waiting weeks now, as you are well aware.
I was then told you didn't have my size, so I offered to try the size 18,
that was in stock, and could be sent out straight away, but this clearly
hasn't happened. Why?
I also requested what your returns policy was should this size be too
small, but never received a response. Why?
If you had the size 18 in stock and could have sent it out immediately, why
haven't I received the order by now?
I have chased on numerous occasions and been told every time that my order
still hasn't left the depo, despite being told that I am a priority now, so
what's happening, what's the hold up, and why cannot something that is in
stock be sent out?
I just don't understand what is happening here.
When I chased AGAIN on Monday to be told that it still hadn't left the depo
and I was now a priority AGAIN, I was also told that I would be contacted
to be updated on next steps ... but yet, a fews days have passed and here I
am again.
I await to hear from you SHORTLY as to what has gone wrong, when will this
be sorted and what compensation will you propose to build my confidence
back in your company.
Kind regards
Lucy
On Sun, Jun 28, 2026 at 10:06 AM MARLOW LONDON <support@marlow-london.com>
wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AABjwyWsUnPG12ARMsgGwVbdRFt63H_m2QXfz4uAqWNDq0b30TOW5cuvsqwXv5TScLx0fy9grpZo8m01JUoEeSDwIc6jRwYBdhI73jcTO13FjHF3_iuz2Hd4X4CGMNp9cvSPRQzdz9Ht7vhmp6Y2t5LGoxvNgSqAFwCMqsYBiVPV8JfvaqATLqZn9JEj9NKY4860UNEMDL0Xyezkfa0s7dvRPAlcUXos2YO0U7TlNvpYRZsuHRcd8S3NiqmCLSn8gf0tWxN2L8ktlxQtU65bf1iUeK4Mn_ydTe0ioVMvDQVMyd4d6qLqMKOHEGjoOsEq3Uyyjq-8iUD8lmjXOO6Lr4D0PA==>
>
>
>
> Order confirmed
> Thank you, Lucy
>
> 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/AACNzaQ29PdTrDO4vLXtus6SQxIrVp74RHxs1ddonU1RD1nOuDggnfzDaLwmaezIBXK1IC_ZczX0fWEyHlWdgnWVi_ABtx_aVykn9mpcXbV6hfCMmAedYmcH8s376oGrM2lCRyiBVMWS1G1IfGuMI1Dr1Xfsx5yGEaWCdIv9o_aIT_9IQEf_QzogXuLpjtHGm8blsg_yIWX-2XUvt2-JC_9GmhCN0e50am-eUUs4ovmL5HMSQckwiMDYBM_OkSSlOOfG0fZxXam40EvcNOQQygRvR0dRLL_sFkY6dbuAw2LA2ZXCnKPYg8I_KrKyBPyT1KBS9uhp6Lod0TUyU_q5j9jyimk=>
>
> Order number
>
> #1570
>
> Order summary
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red
> Floral / UK 20 (4XL)
> Teal and Red Floral / UK 20 (4XL) · Qty 1 £39.95
> Subtotal £39.95
> Shipping £0.00
> Total £39.95
>
> Shipping to
>
> Lucy Roper
> 11 Burghfield Mill, Dewe Lane
> RG30 3ST Reading
> United Kingdom
>
> Payment
>
> Shopify payments
> View order
> <https://marlow-london.com/_t/c/v3/AABydogQK0EGufLLL6k0UMiEtuwQ_sx2_XbrNS38xOyzsW70pF_ASCw9fHzz3oTAmub3nuMYPtKw8Fj5z_aKe_YSr6RCbGU_2oXeyMF74pK5_HY0iRd1DTdKv7h-JEtXPqHqEQwfvihPO7m68VpM_jdouYb-FBgwXd9rd4kByzA2Re3KQvOtg8yUkPPu7TRgV4-b7o6Cc1mBV6oK4cYcKkQRJnIshcZATgllbf-THTCrjkksmoBW2i7T0MZTWb6tT-Yl1P598yBxJ_D45sVhSmMgU75s5GN08RliaMsn_O7prH0eWKBJjnwcGa1Z7rOVwT_hveiVaSmcd2RkbZ8Ngp06eDlWRrKoTRWFpoV2sIEpFefrblMnhC_Bj74t_ugLgzMiLzUUoZSJadi5FLfPCfXH1JjQV8H0SXdvASIRch28OGMB1mfAcqRP0-AIZTbo_G21bdDusqnkznRLlrq9msD8a3dCYXJ3Ar5UxHCdycknwTkE1MaaN3AXASI8a5tjR2-oI5U9KCUmS6JcMdeWrTFYsARkUB6He_kyVZfoNM-XPiwdruob2ffr-4nDqdxxGp-RCOCr60Mk5kiz1gn5p06ashfivK2uxeZ0RipcuMd4G-tWqzZ9TlVC62j9-RKtIafzMp9da
Can someone’s please respond to my emails.
If my order still hasn’t left the depot, can I cancel this order because I
won’t get these items before I go on holiday which is deeply disappointing.
I not only wish to get a full refund but compensation as a goodwill gesture
for all the mistakes your company has made, the number of chases that I
have had to do and to still no avail.
Lucy
---------- Forwarded message ---------
From: Lucy Roper <lucybmroper@gmail.com>
Date: Wed, 15 Jul 2026 at 15:04
Subject: Re: Order #1570 confirmed
To: MARLOW LONDON <support@marlow-london.com>
Hi Marlow London Support,
Sorry, it's me again and I bet you cannot wait for me to finally get my
order and stop bothering you all. But ...
I continue to chase for this order and wonder whether you can provide an
update, please?
Originally when ordering it stated 5-7 days with a potential 2-3 days
addition, but I have been waiting weeks now, as you are well aware.
I was then told you didn't have my size, so I offered to try the size 18,
that was in stock, and could be sent out straight away, but this clearly
hasn't happened. Why?
I also requested what your returns policy was should this size be too
small, but never received a response. Why?
If you had the size 18 in stock and could have sent it out immediately, why
haven't I received the order by now?
I have chased on numerous occasions and been told every time that my order
still hasn't left the depo, despite being told that I am a priority now, so
what's happening, what's the hold up, and why cannot something that is in
stock be sent out?
I just don't understand what is happening here.
When I chased AGAIN on Monday to be told that it still hadn't left the depo
and I was now a priority AGAIN, I was also told that I would be contacted
to be updated on next steps ... but yet, a fews days have passed and here I
am again.
I await to hear from you SHORTLY as to what has gone wrong, when will this
be sorted and what compensation will you propose to build my confidence
back in your company.
Kind regards
Lucy
On Sun, Jun 28, 2026 at 10:06 AM MARLOW LONDON <support@marlow-london.com>
wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AABjwyWsUnPG12ARMsgGwVbdRFt63H_m2QXfz4uAqWNDq0b30TOW5cuvsqwXv5TScLx0fy9grpZo8m01JUoEeSDwIc6jRwYBdhI73jcTO13FjHF3_iuz2Hd4X4CGMNp9cvSPRQzdz9Ht7vhmp6Y2t5LGoxvNgSqAFwCMqsYBiVPV8JfvaqATLqZn9JEj9NKY4860UNEMDL0Xyezkfa0s7dvRPAlcUXos2YO0U7TlNvpYRZsuHRcd8S3NiqmCLSn8gf0tWxN2L8ktlxQtU65bf1iUeK4Mn_ydTe0ioVMvDQVMyd4d6qLqMKOHEGjoOsEq3Uyyjq-8iUD8lmjXOO6Lr4D0PA==>
>
>
>
> Order confirmed
> Thank you, Lucy
>
> 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/AACNzaQ29PdTrDO4vLXtus6SQxIrVp74RHxs1ddonU1RD1nOuDggnfzDaLwmaezIBXK1IC_ZczX0fWEyHlWdgnWVi_ABtx_aVykn9mpcXbV6hfCMmAedYmcH8s376oGrM2lCRyiBVMWS1G1IfGuMI1Dr1Xfsx5yGEaWCdIv9o_aIT_9IQEf_QzogXuLpjtHGm8blsg_yIWX-2XUvt2-JC_9GmhCN0e50am-eUUs4ovmL5HMSQckwiMDYBM_OkSSlOOfG0fZxXam40EvcNOQQygRvR0dRLL_sFkY6dbuAw2LA2ZXCnKPYg8I_KrKyBPyT1KBS9uhp6Lod0TUyU_q5j9jyimk=>
>
> Order number
>
> #1570
>
> Order summary
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red
> Floral / UK 20 (4XL)
> Teal and Red Floral / UK 20 (4XL) · Qty 1 £39.95
> Subtotal £39.95
> Shipping £0.00
> Total £39.95
>
> Shipping to
>
> Lucy Roper
> 11 Burghfield Mill, Dewe Lane
> RG30 3ST Reading
> United Kingdom
>
> Payment
>
> Shopify payments
> View order
> <https://marlow-london.com/_t/c/v3/AABydogQK0EGufLLL6k0UMiEtuwQ_sx2_XbrNS38x
Hi Lucy,
Thank you for writing back, and honestly, I owe you a real apology before anything else. You have been left waiting far too long, and worse than that, we went quiet on you when you needed answers. You asked us clear questions, more than once, and you were told again and again that things were moving when they plainly were not. That is not how we should ever treat you, and I am genuinely sorry for the silence and for how long this has dragged on. You have every right to be frustrated.
Here is where things actually stand, and I want to be straight with you rather than give you another vague reassurance. Your order is now being prioritised for dispatch, and it will be shipped in the next few days. The moment it leaves us you will get a confirmation email with a tracking link so you can follow it the whole way. I am staying on this personally until it is on its way to you.
I would also like to give you a code for £20 off, STORECREDIT20. Please do not read that as us trying to smooth something over with a discount, because it is not meant that way at all. It is simply a sincere sorry from me for the way this has gone and for leaving you chasing us.
Thank you for bearing with us, Lucy. Let me get your set to you and put this right.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
Thanks for the email.
As I mentioned in my earlier email, this order will be too late for my
holiday now.
Therefore, I would like to cancel my order, have a full refund and also
compensation for having to chase so much and only just getting some answers
now.
Please acknowledge that the above has been completed.
Kind regards
Lucy
On Sat, 18 Jul 2026 at 16:32, <support@marlow-london.com> wrote:
> Hi Lucy,
>
> Thank you for writing back, and honestly, I owe you a real apology before
> anything else. You have been left waiting far too long, and worse than
> that, we went quiet on you when you needed answers. You asked us clear
> questions, more than once, and you were told again and again that things
> were moving when they plainly were not. That is not how we should ever
> treat you, and I am genuinely sorry for the silence and for how long this
> has dragged on. You have every right to be frustrated.
>
> Here is where things actually stand, and I want to be straight with you
> rather than give you another vague reassurance. Your order is now being
> prioritised for dispatch, and it will be shipped in the next few days. The
> moment it leaves us you will get a confirmation email with a tracking link
> so you can follow it the whole way. I am staying on this personally until
> it is on its way to you.
>
> I would also like to give you a code for £20 off, STORECREDIT20. Please do
> not read that as us trying to smooth something over with a discount,
> because it is not meant that way at all. It is simply a sincere sorry from
> me for the way this has gone and for leaving you chasing us.
>
> Thank you for bearing with us, Lucy. Let me get your set to you and put
> this right.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Lucy,
Thank you for your reply, and I am so sorry it has come to this. You are completely right, after everything you have already been through with this order, it is not going to arrive in time for your holiday, and that is not fair to you at all.
I am cancelling order 1570 now and arranging a full refund back to your original payment method. This is being actioned straight away and should land within 3 to 5 business days.
I know a refund alone does not make up for how much chasing and how many broken promises you have had to deal with, and I am genuinely sorry for that. The £20 store credit code, STORECREDIT20, that I sent you previously remains yours to use whenever you like, with our sincere apologies for everything that has gone wrong here.
Please do let me know once the refund reaches you, and again, I am truly sorry this is how it has ended up.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
Good morning. I hope you are well.
As requested, please take this email as confirmation that my refund has
been received.
Kind regards
Lucy
On Sun, 19 Jul 2026 at 01:14, <support@marlow-london.com> wrote:
> Hi Lucy,
>
> Thank you for your reply, and I am so sorry it has come to this. You are
> completely right, after everything you have already been through with this
> order, it is not going to arrive in time for your holiday, and that is not
> fair to you at all.
>
> I am cancelling order 1570 now and arranging a full refund back to your
> original payment method. This is being actioned straight away and should
> land within 3 to 5 business days.
>
> I know a refund alone does not make up for how much chasing and how many
> broken promises you have had to deal with, and I am genuinely sorry for
> that. The £20 store credit code, STORECREDIT20, that I sent you previously
> remains yours to use whenever you like, with our sincere apologies for
> everything that has gone wrong here.
>
> Please do let me know once the refund reaches you, and again, I am truly
> sorry this is how it has ended up.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Lucy,
Thank you so much for confirming, I am really glad to hear the refund has reached you.
I want to say again how sorry I am for everything that happened with this order, the stock issue, the delays, and the amount of chasing you had to do just to get answers. That is not the experience we want for any customer, and I genuinely appreciate your patience throughout all of this.
If there is ever anything else I can help with, please do not hesitate to reach out.
Warm regards,
Anna
Customer Care Team
Marlow London