Case #378 — Marlow London
fitz-liz@virginmedia.com · order 1422 · state imported · label none yet · rung 0
Facts
New customer message on 8 July 2026 at 17:04
open
not set
2026-07-08 16:04:54
—
2026-08-14 19:30:08
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Latest draft
from decision #577 · action=reply · 2026-07-08 16:05:30 · dry-run
Dear Liz,
Thank you for reaching out, and I am really sorry to hear this, both about the delay in receiving order 1422 and about your disappointment with the quality once it arrived. That is definitely not the impression we want to leave, and I want to help put this right for you.
To look into it properly, could you send a couple of photos of the item, including the care or composition label, and let me know a bit more about what feels different from what was advertised, for example the fabric, finish, or fit? That will help us understand exactly what went wrong and also lets me pass accurate feedback to our product team.
Once I have those details, there are a few ways we can resolve this for you: a free replacement of similar value while you keep the current item, a cashback amount so you can keep the item, or a full return for a refund. If a return does turn out to be the right option, return shipping to our overseas supplier is at the customer's expense, currently 19.95 GBP, though we would only go that route if it genuinely works best for you.
I completely understand the frustration, and I want to reassure you we are a genuine business that stands behind what we sell, this is exactly the kind of thing we want to fix quickly and fairly for you.
Looking forward to your photos so we can move ahead with the best solution.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Vague quality complaint with fraud accusation and no photos yet, so gathering evidence while reassuring and outlining resolution options per playbook, no explicit acceptance yet so no action_request needed.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Liz Fitzmaurice
Email:
fitz-liz@virginmedia.com
Body:
Hi
I have received my order 1422. I am really disappointed with the
quality of the product and would like to organise a return. The
order was also very delayed. 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
Dear Liz,
Thank you for reaching out, and I am really sorry to hear this, both about the delay in receiving order 1422 and about your disappointment with the quality once it arrived. That is definitely not the impression we want to leave, and I want to help put this right for you.
You are completely right to be dissapointed, we have looked into your order and have spoken with our manufactureur, and your item was part of a faulty production, that we normally do is send a replacement item to you, you then also have the benifit of keeping your item, and getting this one comlpetely for free.
We would then also organize prioritize shipment, so that your order would arive sooner than this one has.
Another option is to do a cashback amount of 10% so you can keep the item, or other possible options is to give you the same amount in store credit. If a return does turn out to be the right option, return shipping to our overseas supplier is at the customer's expense, currently 19.95 GBP, though we would only go that route if it genuinely works best for you.
I completely understand the frustration, and I want to reassure you we are a genuine business that stands behind what we sell, this is exactly the kind of thing we want to fix quickly and fairly for you.
Looking forward to your photos so we can move ahead with the best solution.
Warm regards,
Anna
Customer Care Team
Marlow London