Case #368 — Marlow London
ruthedwards23@yahoo.co.uk · order 1426 · state imported · label none yet · rung 0
Facts
Order #1426 confirmed
open
not set
2026-07-08 11:40:23
—
2026-08-14 19:30:08
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Latest draft
from decision #1395 · action=reply · 2026-07-23 11:48:19 · dry-run
Hi there,
I have checked with our manufacturer and confirmed that your order was part of a faulty batch, which is completely unacceptable, and we are noting it so it does not happen again.
Perfect, thank you for confirming. I have arranged your correct replacement and it is being sent to the same address as your order, you do not need to do anything further, and please do keep the item you already received with our compliments.
This time, we will make sure it is done right.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer's thank-you confirms the previously offered replacement per the wrong-product-confirmed rule, so queuing the manufacturer replacement and sending the locked confirmation reply.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| send_manufacturer_message | executed | Post to #replacement-products in the WINWIN SUPPLIER Discord server: [Marlow London] REPLACEMENT ITEM FOR ORDER NR#1426 ADRESS: SAME AS ORD | 2026-07-23 11:48:19 |
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Full thread
hello I ordered a teal and red colour and have received teal and navy. How do I return the item for a refund or replacement? Many thanks, Ruth Begin forwarded message: From: MARLOW LONDON <support@marlow-london.com> Date: 19 June 2026 at 11:02:00 am BST To: ruthedwards23@yahoo.co.uk Subject: Order #1426 confirmed
Order confirmation
Order confirmed
Thank you, Ruth
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
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Order number
#1426
Order summary
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 16 (2XL) Teal and Red Floral / UK 16 (2XL) · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Ruth Edwards 5 Bunstane Terrace, Cove Bay AB12 3NN Aberdeen United Kingdom
Payment
Shopify payments
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Hi Ruth,
Thank you for letting us know, and I am so sorry to hear the colours arrived wrong. That is not the experience we want you to have.
To get this resolved as quickly as possible, could you send us a photo of the item you received showing the navy colourway, along with confirmation of your order number, which I can see is #1426 from your confirmation email. Once we have that, we can arrange either a replacement in the correct teal and red colourway.
Thank you for your patience, Ruth, we will get this sorted for you as soon as we hear back.
Warm regards,
Anna
Customer Care Team
Marlow London
Many apologies for the delay in replying, I had a family bereavement after contacting you.
Attached are 2 photos.
Please advise on next steps.
Ruth
[INTERNAL — 2 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/B8B4F07D-28D8-4846-8A14-D3511CCFDF48_yahoo.co.uk/0-image0.jpg, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/B8B4F07D-28D8-4846-8A14-D3511CCFDF48_yahoo.co.uk/1-image1.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Ruth,
I am so sorry to hear about your loss, and please do not worry at all about the delay in getting back to us, that can always wait.
Thank you for sending those photos through, I can see clearly what arrived.
I have checked with the manufacturer and confirmed that your order was part of a faulty batch. This is unacceptable, and we are noting it so it does not happen again.
I would like to send you the correct HONORIA Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, UK 16 (2XL), free of charge, to the same address as your order. Please do keep the set you already have with our compliments, there is no need to send anything back.
Just reply to confirm and I will get it on its way for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Thanks so much Anna.
Very kind!
All the best,
Ruth
> On 23 Jul 2026, at 12:05 pm, support@marlow-london.com wrote:
>
> Hi Ruth,
>
> I am so sorry to hear about your loss, and please do not worry at all about the delay in getting back to us, that can always wait.
>
> Thank you for sending those photos through, I can see clearly what arrived.
>
> I have checked with the manufacturer and confirmed that your order was part of a faulty batch. This is unacceptable, and we are noting it so it does not happen again.
>
> I would like to send you the correct HONORIA Sporty Three-Piece Tankini Set with Pockets in Teal and Red Floral, UK 16 (2XL), free of charge, to the same address as your order. Please do keep the set you already have with our compliments, there is no need to send anything back.
>
> Just reply to confirm and I will get it on its way for you right away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi there,
I have checked with our manufacturer and confirmed that your order was part of a faulty batch, which is completely unacceptable, and we are noting it so it does not happen again.
Perfect, thank you for confirming. I have arranged your correct replacement and it is being sent to the same address as your order, you do not need to do anything further, and please do keep the item you already received with our compliments.
This time, we will make sure it is done right.
Warm regards,
Anna
Customer Care Team
Marlow London