Case #537 — Marlow London
jackybeale@aol.com · order 1499 · state imported · label none yet · rung 0
Facts
Order #1499 confirmed
open
not set
2026-07-16 12:39:47
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #921 · action=reply · 2026-07-16 12:40:24 · dry-run
Hi Jacky,
Thank you so much for your patience, and for taking the time to explain everything so clearly. I'm genuinely sorry it has taken us this long to come back to you, and even sorrier that you've been left chasing this on your own for over a week. That's not the experience we ever want you to have, and you shouldn't have had to do all that legwork.
I've had a look at things on our side, and our own tracking shows the same thing you found, that your parcel was marked as delivered into the collection point at One Stop on Liverpool Road on the 8th of July. So everything you did was exactly right: going in to collect, going back the next day, having the manager do a full search, and reporting it to InPost yourself. You've already done every sensible check there is, and I'm not going to ask you to keep going back over old ground.
Now for the good news. We're sending you a brand new Kerenza Elegant Comfort-Fit Swimsuit in your size, UK 18/20, in Navy, straight out to your original address. It's completely on us, there's nothing owed and nothing at all you need to do. Just keep an eye out for it arriving.
Again, I'm so sorry for the trouble and the wait you've had with this. Thank you for being so lovely about it all, and please do let me know if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: operator correction 2026-07-18 (support-ai authored)
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| send_manufacturer_message | executed | REPLACEMENT #1499 Kerenza UK18/20 (delivered-but-missing, free) | 2026-07-18 20:34:26 |
Case events
No case events logged yet.
Full thread
I hope you can help me - I ordered a swimming costume from you ( Kerenza Elegant Comfort Fit ) £39.95. Size 18-20.This was confirmed on 25/6/26. I received an email’ Your shipping order has been updated ‘on 26/6.26 ‘On its Way’ 6/7/26 I received an email from Inpost/ Yodel saying ‘ It’s on the move -It will be with you soon. getting close. 8/7/26 an Inpost email came saying parcel ready to collect. Collection Code AN5JCAH Delivered to Inpost Shop One Stop 781 Liverpool Rd, Southport, PR8 3NT 10/7/26 I went to collect it. They said, yes it had had been registerd but couldn’t find it anywhere. I asked to speak to the manager and asked him to keep looking and I would call in the next day. 11/726 I called in and spoke to a different manager who said it had had an inventory scan 11/7/26 at 2pm but wasn’t there and he thought maybe been delivered to another shop. I spoke to him at length and he did another comprehensive search which came up with nothing. He advised me to ring Inpost to report and seek help which I did straightaway. I was unable to actually speak but had a written conversation with someone. They said they empathised and would do all they could to find out what happened and find the parcel. They cut off quite abruptly. I have been waiting for them to get back to me to no avail. I would appreciate your help with this matter. If you able to find where the parcel has goneand send to me. Failing that could you send me a replacement ? Failing that I would like a refund. I look forward to hearing back from you. Thank you very much Jacqueline Beale Sent from my iPhone On 25 Jun 2026, at 13:22, MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmation
Order confirmed
Thank you, Jacky
We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now
Order number
#1499
Order summary
KERENZA | ELEGANT COMFORT-FIT SWIMSUIT - Navy / UK 18/20 (3XL) Navy / UK 18/20 (3XL) · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Jacky Beale 84 Easedale Drive, Ainsdale PR8 3TS Southport United Kingdom
Payment
Shopify payments
View order
Follow us
Facebook
Hi Jacky,
Thank you so much for your patience, and for taking the time to explain everything so clearly. I'm genuinely sorry it has taken us this long to come back to you, and even sorrier that you've been left chasing this on your own for over a week. That's not the experience we ever want you to have, and you shouldn't have had to do all that legwork.
I've had a look at things on our side, and our own tracking shows the same thing you found, that your parcel was marked as delivered into the collection point at One Stop on Liverpool Road on the 8th of July. So everything you did was exactly right: going in to collect, going back the next day, having the manager do a full search, and reporting it to InPost yourself. You've already done every sensible check there is, and I'm not going to ask you to keep going back over old ground.
Now for the good news. We're sending you a brand new Kerenza Elegant Comfort-Fit Swimsuit in your size, UK 18/20, in Navy, straight out to your original address. It's completely on us, there's nothing owed and nothing at all you need to do. Just keep an eye out for it arriving.
Again, I'm so sorry for the trouble and the wait you've had with this. Thank you for being so lovely about it all, and please do let me know if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London