Case #587 — Marlow London
sharon_gardner@rocketmail.com · order 1909 · state imported · label none yet · rung 0
Facts
New customer message on 17 July 2026 at 20:26
open
not set
2026-07-17 19:27:31
—
2026-08-14 19:30:08
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Latest draft
from decision #1072 · action=reply · 2026-07-18 23:39:44 · dry-run
Hi Sharon,
I am really sorry to read this, and I mean that. You are right to be frustrated, a month for a swimsuit you need for your holiday is not the standard we want to give you, and I do not want to make excuses for it.
The honest reason it is taking this long is that we are in the middle of a much bigger sale than usual, and it has genuinely pushed our shipping times out further than we would like. That does not make it right, and I know it does not help you if the swimsuit will not arrive before you leave.
Looking at your order now, it is still showing at the very early stage with the courier, so based on where things stand today I honestly cannot promise it will reach you before your trip, and I would rather tell you that plainly than leave you hoping for nothing.
I understand you may not want to order with us again, and that is completely your call. What I can do is make this right where possible: once your order does arrive, I would like to put a 10 percent cashback back onto your original payment method as a genuine apology for how this has gone. Just reply to let me know once it lands and I will get that moving for you straight away.
I am truly sorry again for the frustration this has caused, and for the impact on your holiday.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Angry, threatening-review customer over a pre-arrival shipping delay affecting her holiday; honestly answer why (sale volume), can't promise arrival, no refund since order hasn't arrived (HARD RULE), offer only a conditional 10% cashback once delivered (no action attached, verbal-only per policy) and don't repeat the already-declined STORECREDIT15 code; needs human review given hostility.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Sharon Gardner
Email:
sharon_gardner@rocketmail.com
Body:
4PX3002968582779CN tracking number
I am still awaiting an update on this order. Ordered 10 days ago.
Where is this being sent from? I thought it was a uk company?
Hi Sharon,
Thanks for reaching out, and I am sorry your order has not updated the way you would expect after ten days. Let me clear it up for you.
Your order has been processed and is on its way. It is still early in its journey right now, so I would estimate it to arrive within about 8 to 12 days from dispatch. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002968582779CN
On your question about where it is coming from: we are a UK company, but some of our orders ship directly from our trusted supplier overseas, the same kind of supplier used by major fashion retailers, which helps us avoid delays and keep our prices down. That is why the early tracking looks the way it does.
As a small apology for the wait, please use the code STORECREDIT15 for £15 off your next order. It does not make up for the delay, but I hope it helps toward next time.
If the tracking goes quiet for a while, that is normal on these international parcels, but do come back to me any time and I will look into it further.
Warm regards,
Anna
Customer Care Team
Marlow London
Really poor customer service. Appalling delivery times. It should not take a month to deliver a swimsuit. I will have taken the holiday before it arrives based on what you’ve said.
Really very poor.
Thanks for the voucher which I won’t use because I won’t use this company again.
You can expect anotpoot review to add to the list which I gather is long. I wish I had done some research before ordering something from your company. I would have seen the poor reviews.
I’m guessing you won’t bother to reply to this either so no wonder your company doesn’t get repeat business. But do try to remedy the situation. If actually are reputable you would do that…….
Sent from Yahoo Mail for iPhone
On Saturday, July 18, 2026, 22:58, support@marlow-london.com wrote:
Hi Sharon,
Thanks for reaching out, and I am sorry your order has not updated the way you would expect after ten days. Let me clear it up for you.
Your order has been processed and is on its way. It is still early in its journey right now, so I would estimate it to arrive within about 8 to 12 days from dispatch. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002968582779CN
On your question about where it is coming from: we are a UK company, but some of our orders ship directly from our trusted supplier overseas, the same kind of supplier used by major fashion retailers, which helps us avoid delays and keep our prices down. That is why the early tracking looks the way it does.
As a small apology for the wait, please use the code STORECREDIT15 for £15 off your next order. It does not make up for the delay, but I hope it helps toward next time.
If the tracking goes quiet for a while, that is normal on these international parcels, but do come back to me any time and I will look into it further.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Sharon,
I am really sorry to read this, and I mean that. You are right to be frustrated, a month for a swimsuit you need for your holiday is not the standard we want to give you, and I do not want to make excuses for it.
The honest reason it is taking this long is that we are in the middle of a much bigger sale than usual, and it has genuinely pushed our shipping times out further than we would like. That does not make it right, and I know it does not help you if the swimsuit will not arrive before you leave.
Looking at your order now, it is still showing at the very early stage with the courier, so based on where things stand today I honestly cannot promise it will reach you before your trip, and I would rather tell you that plainly than leave you hoping for nothing.
I understand you may not want to order with us again, and that is completely your call. What I can do is make this right where possible: once your order does arrive, I would like to put a 10 percent cashback back onto your original payment method as a genuine apology for how this has gone. Just reply to let me know once it lands and I will get that moving for you straight away.
I am truly sorry again for the frustration this has caused, and for the impact on your holiday.
Warm regards,
Anna
Customer Care Team
Marlow London