Case #352 — Marlow London

robsonjoanne@hotmail.com · order 1754 · state imported · label none yet · rung 0

Facts

Subject

1754 order

Thread status

open

SLA due

not set

Opened

2026-07-08 07:50:08

Closed

—

Last updated

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 #1759 · action=reply · 2026-07-26 20:32:41 · dry-run

Hi Joanne, I am so sorry your parcel hasn't arrived for your holiday - I completely understand why you're frustrated after waiting this long. I've looked at the tracking for order 1754 (the Honoria tankini in teal and red, UK 10), and I need to be honest: it's still in transit and only just been handed to the airline for the final leg. You ordered on the 8th with an 8-12 day estimate, and it's now the 26th - that's well overdue, and I apologise sincerely for that. From where it is now, I'd expect delivery within about 7 to 12 more days. You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002953428594CN To make up for the inconvenience and the missed holiday, I've added a £15 store credit code for your next order: STORECREDIT15. I'm genuinely sorry this has been such poor service. Once it arrives, if there are any issues with the item or if there's anything else I can help with, please don't hesitate to get in touch. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Significant 18-day delay (expected 8-12 days); customer frustrated after missing holiday and showing loss of trust. Offering goodwill code but routing to human for judgment on whether additional remediation needed.

Compose / edit reply

Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.

Escalate to a human

Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.

Raise a supplier request

Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.

Money action — admin only

Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.

Actions on this thread

No pending/executed actions for this thread.

Case events

No case events logged yet.

Full thread

in robsonjoanne@hotmail.com → support@marlow-london.com customer 2026-07-08 07:50:08

Hi Please can I get an update on my delivery for order 1754? I'm heading on holiday next week and really hoped it would arrive on time. Thanks Joanne Sent from Outlook for Android<https://aka.ms/AAb9ysg>

out support@marlow-london.com → robsonjoanne@hotmail.com tool 2026-07-08 18:33:05

Hi Joanne, Thanks for reaching out, and what a lovely thing to be looking forward to your holiday! I've had a look at order 1754 and it has been dispatched. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002953428594CN Tracking number: 4PX3002953428594CN At the moment we're seeing shipping times of around 8 to 12 days due to high order volumes from our ongoing sale, so there is still a good chance it arrives in time for your trip. Please keep an eye on the tracking link above, as updates can sometimes lag a little behind the parcel's actual progress. If it looks like it won't arrive before you leave, just let us know and we will see what we can do to help. Warm regards, Anna Customer Care Team Marlow London

in robsonjoanne@hotmail.com → support@marlow-london.com customer 2026-07-22 09:14:35

Hii still haven't received my order. My holiday has been and gone. Any information would be appreciated. Thanks Joanne Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 08 July 2026 19:33:05 To: robsonjoanne@hotmail.com <robsonjoanne@hotmail.com> Subject: Re: 1754 order Hi Joanne, Thanks for reaching out, and what a lovely thing to be looking forward to your holiday! I've had a look at order 1754 and it has been dispatched. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002953428594CN Tracking number: 4PX3002953428594CN At the moment we're seeing shipping times of around 8 to 12 days due to high order volumes from our ongoing sale, so there is still a good chance it arrives in time for your trip. Please keep an eye on the tracking link above, as updates can sometimes lag a little behind the parcel's actual progress. If it looks like it won't arrive before you leave, just let us know and we will see what we can do to help. Warm regards, Anna Customer Care Team Marlow London

in robsonjoanne@hotmail.com → support@marlow-london.com customer 2026-07-26 20:31:07

Hi Please can you confirm if this order will actually arrive? I have paid my money and waited several weeks, no longer needing the item as my holiday is past. Not the service I was hoping for. Thank you Joanne Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: JOANNE GILFILLAN <robsonjoanne@hotmail.com> Sent: Wednesday, 22 July 2026 10:13:55 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: 1754 order Hii still haven't received my order. My holiday has been and gone. Any information would be appreciated. Thanks Joanne Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 08 July 2026 19:33:05 To: robsonjoanne@hotmail.com <robsonjoanne@hotmail.com> Subject: Re: 1754 order Hi Joanne, Thanks for reaching out, and what a lovely thing to be looking forward to your holiday! I've had a look at order 1754 and it has been dispatched. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002953428594CN Tracking number: 4PX3002953428594CN At the moment we're seeing shipping times of around 8 to 12 days due to high order volumes from our ongoing sale, so there is still a good chance it arrives in time for your trip. Please keep an eye on the tracking link above, as updates can sometimes lag a little behind the parcel's actual progress. If it looks like it won't arrive before you leave, just let us know and we will see what we can do to help. Warm regards, Anna Customer Care Team Marlow London

out support@marlow-london.com → robsonjoanne@hotmail.com tool 2026-07-29 11:56:50