Case #417 — Marlow London

Hi Rebecca, Thanks for reaching out! Your order is on its way. Right now our shipping times are running at around 8 to 12 days due to a high volume of orders from our current sale, so thank you so much for your patience. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002950741320CN If you have any trouble with the tracking or it hasn't moved after a little while, just let us know and we will be happy to look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Hi Rebecca, I am so sorry to hear that, especially with your holiday coming up, that is genuinely disappointing news and not what we wanted for you. I have just checked your tracking directly, and your order has cleared customs and is now in transit on its way to you. Based on where it currently is, we would estimate around 7 to 12 days for it to arrive, which I know may well not be in time for your trip, and I am truly sorry for that. As a small apology for the wait, please do take this code for 15 pounds off your next order with us: STORECREDIT15 If there is anything else at all I can help with in the meantime, please just let me know. Warm regards, Anna Customer Care Team Marlow London

Hi Rebecca, Thank you for being honest with us about this, and you are right to expect clearer communication on timing. I understand the frustration completely. When we quoted 8 to 12 days on the 10th, that reflected where things stood at that point, but with the volume we are seeing from our current sale, parcels have been moving more slowly between hubs than usual, and international transit overall has been taking longer than our standard estimate. Looking at your order honestly, the total time from placing it to arrival has ended up longer than what we first told you to expect, and I am sorry that was not made clearer to you from the start. The good news is your parcel has now cleared customs and is on its way to you, and from where it stands we do expect it within the next 5 to 10 days. I am also genuinely sorry this meant it did not arrive in time for your holiday. Your feedback is fair, we should be upfront about realistic delivery windows during busy periods rather than only giving the best case, and I have passed this on internally so we can do better. If there is anything else at all I can help with in the meantime, please just let me know. Warm regards, Anna Customer Care Team Marlow London

Hi Rebecca, Thank you for coming back to me, and I am truly sorry that your HONORIA tankini did not reach you in time for your holiday. That is genuinely disappointing, and I completely understand your frustration, especially after being told 8 to 12 days at the start and then watching the wait stretch out far longer than that. You were right to expect better. I also want to be honest with you about our communication. When you first got in touch, we should have been clearer and more realistic about timing rather than quoting you the best case, particularly during our busy sale period when things were moving more slowly than usual. There was also a gap at the very beginning between your label being created on the 3rd and the parcel actually being collected, and that delay sits with us. I have passed your feedback on internally so that we give customers realistic windows up front, and not just the most optimistic one. Here is exactly where your parcel is right now, so you have a concrete picture. It was picked up in China on the 14th, departed the origin airport on the 17th, and arrived in the UK on the evening of the 18th, where it cleared customs the same night. On the 19th it reached a UK hub and was sorted onward to your local delivery depot, so it is now on its final domestic leg with the local courier here in the UK. It is genuinely close, days away rather than weeks. On timing, when we said 8 to 12 days back on the 10th, that actually puts arrival right around now, so we are at the outer edge of what we originally quoted. From where your parcel is sitting, on that last-mile leg with the local courier, I would expect it within the next few days, most likely by the end of this week. I am so sorry again that it missed your holiday. Please do let me know the moment it lands, or if anything looks stuck on your end, and I will stay on it with you. Warm regards, Anna Customer Care Team Marlow London