Case #299 — Marlow London
lbimbashi@gmail.com · order 1360 · state imported · label none yet · rung 0
Facts
=?UTF-8?Q?Formal_Notice_=E2=80=93_Goods_Not_as_Described_=E2=80=93_Request?=
=?UTF-8?Q?_for_Full_Refund=5F_Re=3A_Order_=231360_confirmed?=
no_response
not set
2026-07-05 16:48:09
—
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 #452 · action=reply · 2026-07-05 20:13:30 · dry-run
Dear Laura,
I am sorry that it has taken us too long to close this out properly. You have been patient, and you should not have had to wait this long for the final word.
I can confirm that the full refund of £39.95 has now been processed back to your original payment method. It should appear within 3 to 5 business days. As agreed, the item is yours to keep, with nothing to return.
Please accept my sincere apologies for the trouble this caused you. It should never have come to this, and I am genuinely sorry.
Marlow
Marlow London
Reasoning: regen batch 2026-07-18 pre14-kept
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RE: Order number: Order #1360
*PARCEL NO.* JJD0002234523722733
91732.jpg
<https://drive.google.com/file/d/1p7LbTn2MRiiuuDI-2sP-iOtm-NJqBpfn/view?usp=drive_web>
IMG_6399.PNG
<https://drive.google.com/file/d/1cD97VTXSXMI5tsOMJp-PG377YUKk2olN/view?usp=drive_web>
IMG_6403.jpg
<https://drive.google.com/file/d/1KSdw50Ya0-DqerDHjA72O_7jh5QCBsTB/view?usp=drive_web>
IMG_6407.jpg
<https://drive.google.com/file/d/1mVP_Jxvm6MRSLNjkpyef-WehYM2chZHX/view?usp=drive_web>
IMG_6408.jpeg
<https://drive.google.com/file/d/1ZWxKeyXTWo8vvJCYzmNMtF0Ilv0iv7Mw/view?usp=drive_web>
IMG_6409.jpeg
<https://drive.google.com/file/d/11dJaF0O22kTb2B1snUC6MVA3EWToE2UO/view?usp=drive_web>
IMG_6410.jpeg
<https://drive.google.com/file/d/1xdm1ZAS-lKudXEGooll0uqMLKpyxwoVC/view?usp=drive_web>
Dear Customer Services,
I am writing to formally reject the three-piece "Beach to Lunch" set that I
ordered from your website for *£39.95*, which I received on *4 July*.
The item delivered is materially different from the product advertised and
therefore is *not as described*.
The differences include:
- The print and overall design are completely different from the product
shown in your advertisement.
- The shorts do *not* have the built-in swim bottoms that were clearly
advertised.
- The shorts do *not* have the internal pockets shown in your
promotional material.
- The shorts are missing the *drawstring/laces* that are clearly visible
on the advertised product.
- The product supplied does not provide the features or functionality
that formed the basis of my purchasing decision.
- The sports bra and the tank top, also not as advertised.
- I ordered the HONORIA , Teal and red floral design.
[image: image.png]
I have attached photographs comparing your advertisement with the item I
actually received. These clearly demonstrate that the product delivered is
not the same as the one that was advertised and sold.
In addition, I placed this order in *early June* and did not receive it
until *4 July*. During this period I contacted you to cancel the order, but
my request was refused.
Your Returns Policy advertises that customers may return items for a refund
within 14 days of receipt. I am notifying you well within that period and
am exercising my right to reject these goods because they are materially
different from those advertised and supplied to me.
Under the *Consumer Rights Act 2015*, goods supplied by a retailer must
match their description. As the product supplied does not match the
description or advertising, I am exercising my right to reject the goods
and request a *full refund of £39.95*.
Please provide within *7 days*:
- The address to which the goods should be returned.
- A prepaid return label, as the goods supplied are not as described.
- Written confirmation that a full refund of *£39.95* will be processed
once the goods have been returned.
Should you fail to resolve this matter within 7 days, I will have no
alternative but to pursue recovery of the payment through my credit card
provider by initiating a *chargeback* on the basis that the goods supplied
are materially different from those advertised. I will also submit my
evidence, including your advertisement, my photographs, and our
correspondence.
I am requesting a full refund to my original method of payment. I do not
accept a store credit, gift card, discount code, exchange or any other
alternative resolution. As the goods supplied are materially different from
those advertised, I am exercising my right to reject them and expect a full
refund upon their return.
I hope this matter can be resolved promptly and amicably, and I look
forward to your response.
Kind regards,
*Laura*
On Wed, 10 Jun 2026 at 17:48, MARLOW LONDON <support@marlow-london.com>
wrote:
> [image: MARLOW LONDON]
> <htt
Dear Laura,
I am Marlow, the owner of Marlow London. Your email has been escalated directly to me, and I want to personally handle this.
What happened with your order #1360 is completely unacceptable. The set you received is clearly not the Honoria item you ordered, and I am truly sorry. I am looking into exactly how this happened with our team and supplier, and I will make sure it does not happen again.
You do not need to send the item back — please keep it. Shipping a mis-sent item back and forth is wasteful and bad for the environment, and it is much less hassle for you this way.
We do not usually do this, but given the mistake on our side, I am happy for you to keep it.
We will simply give you your money back: a full refund of £39.95 to your original payment method.
If you would like me to go ahead with the 100% refund, just reply to this email and I will process it for you right away.
Again, I am so sorry for this experience.
Marlow
Marlow London
https://marlow-london.com/
On Sun, Jul 5, 2026 at 18:47, Laura B <lbimbashi@gmail.com> wrote:
RE: Order number: Order #1360
PARCEL NO. JJD0002234523722733 91732.jpg (https://drive.google.com/file/d/1p7LbTn2MRiiuuDI-2sP-iOtm-NJqBpfn/view?usp=drive_web) IMG_6399.PNG (https://drive.google.com/file/d/1cD97VTXSXMI5tsOMJp-PG377YUKk2olN/view?usp=drive_web) IMG_6403.jpg (https://drive.google.com/file/d/1KSdw50Ya0-DqerDHjA72O_7jh5QCBsTB/view?usp=drive_web) IMG_6407.jpg (https://drive.google.com/file/d/1mVP_Jxvm6MRSLNjkpyef-WehYM2chZHX/view?usp=drive_web) IMG_6408.jpeg (https://drive.google.com/file/d/1ZWxKeyXTWo8vvJCYzmNMtF0Ilv0iv7Mw/view?usp=drive_web) IMG_6409.jpeg (https://drive.google.com/file/d/11dJaF0O22kTb2B1snUC6MVA3EWToE2UO/view?usp=drive_web) IMG_6410.jpeg (https://drive.google.com/file/d/1xdm1ZAS-lKudXEGooll0uqMLKpyxwoVC/view?usp=drive_web)
Dear Customer Services,
I am writing to formally reject the three-piece "Beach to Lunch" set that I ordered from your website for £39.95, which I received on 4 July.
The item delivered is materially different from the product advertised and therefore is not as described.
The differences include:
* The print and overall design are completely different from the product shown in your advertisement.
* The shorts do not have the built-in swim bottoms that were clearly advertised.
* The shorts do not have the internal pockets shown in your promotional material.
* The shorts are missing the drawstring/laces that are clearly visible on the advertised product.
* The product supplied does not provide the features or functionality that formed the basis of my purchasing decision.
* The sports bra and the tank top, also not as advertised.
* I ordered the HONORIA , Teal and red floral design.
I have attached photographs comparing your advertisement with the item I actually received. These clearly demonstrate that the product delivered is not the same as the one that was advertised and sold.
In addition, I placed this order in early June and did not receive it until 4 July. During this period I contacted you to cancel the order, but my request was refused.
Your Returns Policy advertises that customers may return items for a refund within 14 days of receipt. I am notifying you well within that period and am exercising my right to reject these goods because they are materially different from those advertised and supplied to me.
Under the Consumer Rights Act 2015, goods supplied by a retailer must match their description. As the product supplied does not match the description or advertising, I am exercising my right to reject the goods and request a full refund of £39.95.
Please provide within 7 days:
* The address to which the goods should be returned.
* A prepaid return label, as the goods supplied are not as described.
* Written confirmation that a full refund of £39.95 will be processed once the goods have been returned.
Should you fail to resolve this matter within 7
Hello Marlow.
I appreciate your prompt response.
Please proceed with the full refund.
Thank you,
Laura
On Sun, 5 Jul 2026 at 20:27, <support@marlow-london.com> wrote:
> Dear Laura,
>
> I am Marlow, the owner of Marlow London. Your email has been escalated
> directly to me, and I want to personally handle this.
>
> What happened with your order #1360 is completely unacceptable. The set
> you received is clearly not the Honoria item you ordered, and I am truly
> sorry. I am looking into exactly how this happened with our team and
> supplier, and I will make sure it does not happen again.
>
> You do not need to send the item back — please keep it. Shipping a
> mis-sent item back and forth is wasteful and bad for the environment, and
> it is much less hassle for you this way.
>
> We do not usually do this, but given the mistake on our side, I am happy
> for you to keep it.
>
> We will simply give you your money back: a full refund of £39.95 to your
> original payment method.
>
> If you would like me to go ahead with the 100% refund, just reply to this
> email and I will process it for you right away.
>
> Again, I am so sorry for this experience.
>
> Marlow
> Marlow London
> https://marlow-london.com/
>
>
>
>
> On Sun, Jul 5, 2026 at 18:47, Laura B <lbimbashi@gmail.com> wrote:
>
> RE: Order number: Order #1360
>
> *PARCEL NO.* JJD0002234523722733
> 91732.jpg
> <https://drive.google.com/file/d/1p7LbTn2MRiiuuDI-2sP-iOtm-NJqBpfn/view?usp=drive_web>
> IMG_6399.PNG
> <https://drive.google.com/file/d/1cD97VTXSXMI5tsOMJp-PG377YUKk2olN/view?usp=drive_web>
> IMG_6403.jpg
> <https://drive.google.com/file/d/1KSdw50Ya0-DqerDHjA72O_7jh5QCBsTB/view?usp=drive_web>
> IMG_6407.jpg
> <https://drive.google.com/file/d/1mVP_Jxvm6MRSLNjkpyef-WehYM2chZHX/view?usp=drive_web>
> IMG_6408.jpeg
> <https://drive.google.com/file/d/1ZWxKeyXTWo8vvJCYzmNMtF0Ilv0iv7Mw/view?usp=drive_web>
> IMG_6409.jpeg
> <https://drive.google.com/file/d/11dJaF0O22kTb2B1snUC6MVA3EWToE2UO/view?usp=drive_web>
> IMG_6410.jpeg
> <https://drive.google.com/file/d/1xdm1ZAS-lKudXEGooll0uqMLKpyxwoVC/view?usp=drive_web>
>
> Dear Customer Services,
>
> I am writing to formally reject the three-piece "Beach to Lunch" set that
> I ordered from your website for *£39.95*, which I received on *4 July*.
>
> The item delivered is materially different from the product advertised and
> therefore is *not as described*.
>
> The differences include:
>
> - The print and overall design are completely different from the
> product shown in your advertisement.
> - The shorts do *not* have the built-in swim bottoms that were clearly
> advertised.
> - The shorts do *not* have the internal pockets shown in your
> promotional material.
> - The shorts are missing the *drawstring/laces* that are clearly
> visible on the advertised product.
> - The product supplied does not provide the features or functionality
> that formed the basis of my purchasing decision.
> - The sports bra and the tank top, also not as advertised.
> - I ordered the HONORIA , Teal and red floral design.
>
> [image: image.png]
>
> I have attached photographs comparing your advertisement with the item I
> actually received. These clearly demonstrate that the product delivered is
> not the same as the one that was advertised and sold.
>
> In addition, I placed this order in *early June* and did not receive it
> until *4 July*. During this period I contacted you to cancel the order,
> but my request was refused.
>
> Your Returns Policy advertises that customers may return items for a
&