Case #554 — Marlow London
vkhjones@gmail.com · order 2043 · state imported · label none yet · rung 0
Facts
Order #2043 confirmed
open
not set
2026-07-16 16:42:37
—
2026-08-14 19:30:08
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Latest draft
from decision #1170 · action=reply · 2026-07-20 12:22:44 · dry-run
Hi Victoria,
I really do hear the worry in your message, and I want to reassure you as plainly as I can: this is not a scam, we are a real business with a real team, and I am personally looking into this for you right now.
I can see your tracking is still showing information received, sitting at that very first stage since it was created on the 13th of July. That is longer than it should be, and I do not want to just ask you to keep waiting without doing something about it, so I am chasing this up directly today to find out exactly what is happening, and I will come back to you with a real update as soon as I hear anything, not just reassurance.
You can also follow it yourself here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979304315CN
I am sorry for the stress and uncertainty this has caused you, truly. Please bear with me a little longer, I am on this personally and will be back in touch very soon.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer accused us of being a scam and threatened to report us - an accusation+escalation, which the playbook routes to human review even though this is otherwise a shipped-WISMO/stuck-tracking case; drafted an honest, reassuring chase-it-now reply with the real tracking link for review rather than auto-sending.
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Where is my order??? Sent from my iPhone Email: vkhjones@gmail.com On 10 Jul 2026, at 15:51, MARLOW LONDON <support@marlow-london.com> wrote:
Order confirmation
Order confirmed
Thank you, Victoria
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
#2043
Order summary
Evelyn | Everyday Comfort Mesh Sandals - Black / UK 4 | EU 37 Black / UK 4 | EU 37 · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Victoria Kirtland Jones Bath 11 Neate House, Lupus Street SW1V 3EG Pimlico United Kingdom
Payment
Shopify payments
View order
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Hey, thanks for reaching out!
Good news, your order (Evelyn, Everyday Comfort Mesh Sandals, Black, UK 4 / EU 37) has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979304315CN
If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Tracking isn’t working. I was nervous buying these ..
On Thu, 16 Jul 2026 at 17:42, <support@marlow-london.com> wrote:
> Hey, thanks for reaching out!
>
> Good news, your order (Evelyn, Everyday Comfort Mesh Sandals, Black, UK 4
> / EU 37) has been processed and is on its way. Because of the higher order
> volume from our current sale, shipping times have increased a little, and
> we're doing everything we can to get your package to you as fast as
> possible. Right now we estimate it to arrive within about 7 to 12 days.
>
> You can follow its progress here:
> https://marlow-london.com/apps/parcelpanel?nums=4PX3002979304315CN
>
> If the tracking hasn't moved after a little while, just let us know and
> we'll be happy to look into it further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Victoria,
Thank you for reaching out, and please do not worry, you are in completely safe hands. We are a real business with a real team, and I am here to help you through this personally.
I completely understand the nerves, so let me put your mind at ease on the tracking. At this very early stage it is normal for it not to be showing much yet: the courier has your details and is preparing to collect the parcel, and with international orders like yours the tracking often stays quiet after that first scan and only wakes up again as it progresses and nears the UK. So a gap now is not a sign anything is wrong.
If it still has not moved in a few more days, just let me know and I will happily look into it for you and chase it up.
Warm regards,
Anna
Customer Care Team
Marlow London
Still no notification… I am getting increasingly concerned this is a scam. If I don’t get results I will report
Sent from my iPhone
Email: vkhjones@gmail.com
> On 18 Jul 2026, at 22:23, support@marlow-london.com wrote:
>
> Hi Victoria,
>
> Thank you for reaching out, and please do not worry, you are in completely safe hands. We are a real business with a real team, and I am here to help you through this personally.
>
> I completely understand the nerves, so let me put your mind at ease on the tracking. At this very early stage it is normal for it not to be showing much yet: the courier has your details and is preparing to collect the parcel, and with international orders like yours the tracking often stays quiet after that first scan and only wakes up again as it progresses and nears the UK. So a gap now is not a sign anything is wrong.
>
> If it still has not moved in a few more days, just let me know and I will happily look into it for you and chase it up.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Victoria,
I completely understand why the silence feels worrying, especially when you're trusting a company you haven't ordered from before, and I want to reassure you straight away: Marlow London is a real, active business with a real team behind it, and your order is genuinely being fulfilled. You are absolutely not being scammed.
Here's exactly where things stand. Your parcel (tracking 4PX3002979304315CN) had its info registered with the carrier on 13 July. Our usual window for international deliveries is 7 to 12 days from that registration date, which puts your expected arrival somewhere between 20 and 25 July. You're currently on day 8, so you're still inside that window rather than overdue.
It's genuinely normal for international parcels to show only that first "info received" scan for several days before the carrier picks it up and updates the tracking again, this stage often lags behind what's actually happening with the parcel. I know that's frustrating to hear when you just want to see movement, but it isn't a sign anything has gone wrong.
You can keep an eye on it here anytime: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979304315CN
If your parcel is still showing no movement after 25 July, please do reply and we'll look at next steps for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Victoria,
One more thing, as a personal apology for the stress and uncertainty this has caused you, please use the code VICKY-10 for £10 off your next order. It is yours alone and does not expire.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Victoria,
I wanted to reach out one more time now that your order has arrived. I am so sorry again that it took longer than it should have to reach you. I know the wait was frustrating, and I really appreciate your patience through it.
I truly hope you love it now that it is finally in your hands. If anything is not quite right, just reply here and I will be glad to help.
You can always find us at https://marlow-london.com/ whenever you feel like treating yourself again.
Warm regards,
Anna
Customer Care Team
Marlow London