Case #377 — Marlow London
fitz-liz@virginmedia.com · order 1422 · state imported · label none yet · rung 0
Facts
Order #1422 confirmed
archived
not set
2026-07-08 16:03:13
—
2026-08-14 19:30:08
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Latest draft
from decision #576 · action=reply · 2026-07-08 16:03:38 · dry-run
Dear Liz,
Thank you for reaching out, and I am really sorry to hear the quality of your order has not met your expectations. That is absolutely not the impression we want you to have, and I want to reassure you that we are a genuine business who takes concerns like this seriously, so please know your feedback is being heard and will be passed on to our team.
To help us look into this properly, could you send over a photo of the item, and if possible the care or composition label as well? That way we can see exactly what you are describing and make sure we get this right for you.
In the meantime, here are a few ways we can resolve this for order 1422, whichever suits you best:
1. We send you a free replacement of similar value and you keep the item you already have, no need to send anything back.
2. We offer you a partial cashback to your original payment method and you keep the item as is.
3. We arrange a full return and refund. Items need to be unworn, unused and in original packaging, within 30 days of delivery. Please note return shipping is at your own cost, as parcels are sent back to our overseas supplier, and refunds are processed within 3 to 5 business days of the return being received.
Let me know which option works best for you, and the photo when you get a chance, and I will take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Product quality/misdescription complaint with a fraud accusation but no specifics yet; asking for photo evidence and presenting resolution options per playbook, no action taken since she hasn't accepted a specific resolution.
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Full thread
Hi I have received my order. I am really disappointed with the quality of the product and would like to organise a return. The product quality is so far away from the advertised items. I feel you are fraudulent with your advertising. Please inform me how to organise a return and refund. Regards Liz Fitzmaurice On 19 Jun 2026, at 06:59, MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmation
Order confirmed
Thank you, Liz
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
#1422
Order summary
KERENZA | ELEGANT COMFORT-FIT SWIMSUIT - Purple / UK 18/20 (3XL) Purple / UK 18/20 (3XL) · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Liz Fitzmaurice Koth Krow, Eden Road, Wainhouse Corner EX23 0AZ Bude United Kingdom
Payment
Shopify payments
View order
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