Case #581 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: charlotte brown Email: charlotte@jchhbrown.co.uk Body: I ordered some cotton trousers from you on Tuesday 14th July 2026. You've debited my account but I don't have a confirmatory email from you (hence the fact I can't quote an order number). Please can you let me have email containing order number and note of anticipated date of delivery. Thank you.

Thank you for much! Charlotte Brown Sent from my iPhone > On 17 Jul 2026, at 15:53, support@marlow-london.com wrote: > > Hi Charlotte, > > Thank you for reaching out, and sorry for the confusion, I can completely understand wanting this confirmed given the payment has already gone through. > > I've located your order using your email address, it's order number 2277, placed on the 14th of July. It's worth checking your spam or junk folder in case the confirmation email landed there, but in any case your order 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 estimate delivery within about 8 to 12 days from your order date. > > You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002985599170CN > > If you have any other questions in the meantime, just let us know. > > Warm regards, > Anna > Customer Care Team > Marlow London

Dear Anna, Thank you for your email of 17th July 2026. I placed my order with you on 14th July as you will see, and the item has still not arrived. Could you please find out what has happened to it. If it does not arrive by the end of this month (Friday) I will have to cancel and get you to refund my money I'm afraid. Please let me know what is happening. Charlotte Brown -----Original Message----- From: support@marlow-london.com <support@marlow-london.com> Sent: 17 July 2026 15:54 To: charlotte@jchhbrown.co.uk Subject: Re: New customer message on 17 July 2026 at 15:53 Hi Charlotte, Thank you for reaching out, and sorry for the confusion, I can completely understand wanting this confirmed given the payment has already gone through. I've located your order using your email address, it's order number 2277, placed on the 14th of July. It's worth checking your spam or junk folder in case the confirmation email landed there, but in any case your order 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 estimate delivery within about 8 to 12 days from your order date. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002985599170CN If you have any other questions in the meantime, just let us know. Warm regards, Anna Customer Care Team Marlow London

Dear Anna, Thank you very much for your email. The trousers have arrived but they are not right - I'm so sorry, after all this time! I should like to return them - could you let me know how I should do this as there is no correspondence included in the parcel. I shall keep Marlow's details with me as you do have some lovely stuff - just not these trousers, sadly! I look forward to hearing from you. Kind regards, Charlotte Brown -----Original Message----- From: support@marlow-london.com <support@marlow-london.com> Sent: 29 July 2026 14:06 To: charlotte@jchhbrown.co.uk Subject: RE: New customer message on 17 July 2026 at 15:53 Hi Charlotte, Thank you for your follow-up email, and I'm genuinely sorry the parcel still hasn't arrived. I completely understand your frustration, especially with your Friday deadline. I've just checked the tracking on your order - the Drea Elegant Women's Pants (Blue, M) - and here's the honest update. When we last spoke on the 17th, I quoted 8 to 12 days delivery, which would have put arrival around the 22-26 July. As you've noted, we're now at the 28th and we're beyond that window, which I'm genuinely sorry about. The higher sale volume from our current sale has meant some parcels are taking longer than we'd like. The good news is that your parcel has now arrived in the destination country. The tracking shows it should arrive within the next 2 to 5 days. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002985599170CN I won't promise it will make your Friday deadline - that's within the window but not certain - but there is a real chance it could still arrive in time. If it does miss the deadline, please do come straight back to me and we'll sort it out from there. As a token of our apologies for the inconvenience and the worry this has caused, here's a code for £15 off your next order: STORECREDIT15. Warm regards, Anna Customer Care Team Marlow London

Dear Sirs, I received order 2277 today. Sadly the trousers do not suit me and I am going to return them. Could you please send me instructions as to how I do this. I look forward to hearing from you as soon as possible. With many thanks, Charlotte Brown

Thank you for your email. I thought the trousers were made of cotton, and in any case they really really do not suit me I’m afraid! Please let me know as soon as possible how I return them. I am keen to use Marlow again and ease of return if something is not right is a critical thing to me. I look forward to hearing from you as soon as possible. Kind regards, Charlotte Brown Sent from my iPhone > On 31 Jul 2026, at 05:33, support@marlow-london.com wrote: > > Hi Charlotte, > > Thank you so much for reaching out, and I'm glad the trousers have arrived! I'd love to help put this right for you. > > Could you let me know a bit more about what isn't quite right with them? Is it the sizing - are they too big or too small? Or is it more about the fit, the fabric, the colour, or something else? Once I understand exactly what the issue is, I can look at the best way forward - that might be a size exchange, a replacement in a different style, a partial refund so you can keep them, or a return, whichever works best for you. > > Warm regards, > Anna > Customer Care Team > Marlow London

Dear Sirs, I am writing to say how disappointed I am that I have not received details as to how to return order 2277 to you despite your website saying you aim to respond within 24 hours to such requests despite my earlier request on Thursday 30th July. Please begin touch with information by tomorrow. Yours, Charlotte Brown Sent from my iPhone > On 30 Jul 2026, at 16:51, charlotte@jchhbrown.co.uk wrote: > >  > Dear Sirs, > > I received order 2277 today. Sadly the trousers do not suit me and I am going to return them. Could you please send me instructions as to how I do this. > > I look forward to hearing from you as soon as possible. > > With many thanks, > > Charlotte Brown

I still haven’t heard how return my unwanted trousers. I am very disappointed with your response. Please be in touch with details on returning items as soon as possible. I cannot be alone in wanting to return an item / item is the nature of online ordering. Yours, Charlotte Brown Sent from my iPhone > On 31 Jul 2026, at 07:48, Charlotte <charlotte@jchhbrown.co.uk> wrote: > > Thank you for your email. I thought the trousers were made of cotton, and in any case they really really do not suit me I’m afraid! Please let me know as soon as possible how I return them. I am keen to use Marlow again and ease of return if something is not right is a critical thing to me. > > I look forward to hearing from you as soon as possible. > > Kind regards, > > Charlotte Brown > > Sent from my iPhone > >> On 31 Jul 2026, at 05:33, support@marlow-london.com wrote: >> >> Hi Charlotte, >> >> Thank you so much for reaching out, and I'm glad the trousers have arrived! I'd love to help put this right for you. >> >> Could you let me know a bit more about what isn't quite right with them? Is it the sizing - are they too big or too small? Or is it more about the fit, the fabric, the colour, or something else? Once I understand exactly what the issue is, I can look at the best way forward - that might be a size exchange, a replacement in a different style, a partial refund so you can keep them, or a return, whichever works best for you. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

I would like to return my item and have a complete refund. Please arrange this as soon as possible. Charlotte Brown Sent from my iPhone > On 3 Aug 2026, at 11:27, support@marlow-london.com wrote: > > Hi Charlotte, > > I am so genuinely sorry for the delay in getting back to you - you're absolutely right to be frustrated. You asked for help on the 30th July, and I should have responded properly then. The fact that you've had to chase us multiple times is not acceptable, and I apologise sincerely for that frustration. > > You're also right that being able to easily sort out unwanted items is a key part of online shopping, and we should have made that straightforward for you from the start. > > Let me make this right now. I can see your order (the Drea Elegant Women's Pants in Blue, M), and rather than having you go through the hassle and cost of sending them back internationally, I'd like to offer you two options that are much easier: > > 1. A completely free item of your choice from our collection - pick something you'll actually love. > > 2. A 10% refund back to your original payment method, and you keep the trousers. > > Either one avoids the weeks of waiting and the return shipping costs. Just let me know which works for you, and I'll get it sorted straight away. > > Warm regards, > Anna > Customer Care Team > Marlow London

No - I should like to return the trousers and receive a full refund. I am appalled at your reticence to do this. Charlotte Brown Sent from my iPhone > On 3 Aug 2026, at 14:04, support@marlow-london.com wrote: > > Hi Charlotte, > > Thank you for your patience, and I understand you'd like a full refund. > > Let me put a clearer offer to you: I can send 30% of what you paid straight back to your original payment method, and you keep the trousers. Nothing to pack, nothing to post, and it lands within 3 to 5 business days. > > Would that work for you? > > Warm regards, > Anna > Customer Care Team > Marlow London

Dear Sirs, I have taken advice. You are legally required to provide a valid return address to me and you are bound to offer me a full refund on my item, as I requested. I shall be contacting my bank today instructing them to open a Chargeback Dispute, forwarding all our email exchanges, unless I hear immediately that you are refunding my money and providing me with a valid return address for the unwanted item. Otherwise I shall also report it to Citizens Advice Consumer Service who will take the matter up with Trading Standards as well. I look forward to hearing from. Charlotte Brown Sent from my iPhone > On 3 Aug 2026, at 18:25, Charlotte <charlotte@jchhbrown.co.uk> wrote: > > No - I should like to return the trousers and receive a full refund. I am appalled at your reticence to do this. > > Charlotte Brown > > Sent from my iPhone > >> On 3 Aug 2026, at 14:04, support@marlow-london.com wrote: >> >> Hi Charlotte, >> >> Thank you for your patience, and I understand you'd like a full refund. >> >> Let me put a clearer offer to you: I can send 30% of what you paid straight back to your original payment method, and you keep the trousers. Nothing to pack, nothing to post, and it lands within 3 to 5 business days. >> >> Would that work for you? >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London