Case #500 — Marlow London

Allen Bryce 11 innellan road Wemyss bay Pa18 6ef Sent from my iPhone

Really appreciate it thanks again look forward to dealing with youz in the future Thanks Allen Sent from my iPhone > On 18 Jul 2026, at 01:56, support@marlow-london.com wrote: > > Hi Allen, > > Good news - I'm glad to say we managed to sort this out for you after all. > > I've checked with our fulfilment team, and I can confirm that only the black Le Pliage tote has been sent out to you. The fawn one was cancelled and taken off the order before it was packed, exactly as you asked. You can follow the black tote on its way to you here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700307436 > > I have refunded the £54.95 for the fawn bag back to your original payment method - you should see it within a few working days. > > I'm sorry for any uncertainty earlier while we got everything confirmed, and thank you for your patience. If there's anything else at all I can help with, just let me know. > > Warm regards, > Anna > Customer Care Team > Marlow London

I still haven’t received the black longchamp bag yet could you please check and let me know when I will receive it thanks Allen Bryce Sent from my iPhone > On 18 Jul 2026, at 12:30, support@marlow-london.com wrote: > > Hi Allen, > > You are so welcome, thank you for your patience while we got it sorted. It was a pleasure helping you, and we look forward to having you shop with us again. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thanks very much for your help the tracking was for the 2 bags not sure the black bag has been dispatched since we cancelled the fawn bag we have not had a shipping confirmation but money has been taken from account. Thanks again for your help Allen Bryce Sent from my iPhone > On 27 Jul 2026, at 19:49, support@marlow-london.com wrote: > > Hi Allen, > > Thank you for checking in, and I am sorry to hear it has not arrived yet. I can see the tracking for your order still shows Information Received as of July 16th, which is the very first stage when the courier has your parcel's details and is preparing it for pickup. > > While it is normal for this stage to take a few days, I can see that it has now been about 10 days since that update, which is longer than we would like to see. I am going to escalate this directly with our carrier right now to check on exactly where your parcel is and make sure it gets moving. > > I will come straight back to you as soon as I have a real update, and I am sorry for the inconvenience this delay has caused. As a token for the trouble, here is a code for £15 off your next order: STORECREDIT15 > > Thank you for your patience, and I promise we will get to the bottom of this. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thanks very much for your help really appreciate it appreciate it Allen Bryce Sent from my iPhone > On 29 Jul 2026, at 14:40, support@marlow-london.com wrote: > > Hi Allen, > > Thank you for following up, and I want to make sure this is completely clear for you. > > Yes, the black Le Pliage tote HAS definitely been dispatched and is on its way to you. The confusion about "2 bags" in the tracking is simply because order 2297 was originally placed for both items - but once you asked us to cancel the fawn bag, our team removed it before packing, so only the black tote was actually shipped out. > > As for the shipping confirmation - the tracking link I sent you (https://marlow-london.com/apps/parcelpanel?nums=YT2619700700307436) is your shipping confirmation. It contains your tracking number and all the details you need to follow the parcel. > > The money was charged correctly for the full order amount, and the £54.95 refund for the fawn bag was processed separately to your original payment method. > > I can see the tracking shows "Information Received" as of July 16th. It has been about 11 days at that stage without an update, which is longer than we would normally like to see. As I mentioned in my last message, I escalated this directly with our carrier to check on where it is and get it moving. I am still waiting to hear back from them with a real update. > > Normally from this point, parcels arrive within the next few days. I am truly sorry for the extended wait. I am keeping a close personal eye on this and will follow up with you as soon as I hear back from the carrier. > > Thank you for your patience. > > Warm regards, > Anna > Customer Care Team > Marlow London