Case #601 — Marlow London
vernonroger79@gmail.com · order 2168 · state imported · label none yet · rung 0
Facts
New customer message on 18 July 2026 at 12:23
open
not set
2026-07-18 11:24:11
—
2026-08-14 19:30:08
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Latest draft
from decision #1489 · action=reply · 2026-07-24 10:37:08 · dry-run
Hi Roger,
Thank you for the extra detail, that helps.
I want to be straight with you rather than just repeat the usual reassurance. I can see the shipping confirmation went out on the 15th, but the tracking itself has not moved past its very first scan, information received, since the 16th. That first email confirms the label was created and the parcel was handed off on our end, but the tracking only updates once the courier physically collects it and scans it into their network. Eight days without that next scan is longer than it should be, and I do not want to leave you guessing.
I am checking directly with our shipping team right now on exactly where this parcel is, and I will come back to you personally with a real update as soon as I hear anything.
I also want to be honest with you given this is for your daughter's birthday on the 29th. With the parcel not having moved yet, it is genuinely tight, and I do not want to promise it will land in time when I cannot be certain. I am pushing to get you a proper answer as quickly as I can.
You can keep an eye on it here too: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107877
I am sorry for the added worry this is causing so close to her birthday, and I will be back in touch the moment I have real news.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Stuck-parcel escalation with emotional birthday context and a real investigation ask attached, so this needs human review rather than auto-send.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Roger Vernon
Email:
vernonroger79@gmail.com
Body:
Order YT2619700700107877 has very vague delivery
information.
Hey, thanks for reaching out!
Good news, 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're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 8 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107877
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
Dear Anna.
Many thanks for your reply. Where is the order being shipped from? Also the
8 -12 day shipping time is that from when the order was placed?
This is a birthday present and needs to be delivered by the 29/07.
Kind regards
On Sat, 18 Jul 2026, 12:24 , <support@marlow-london.com> wrote:
> Hey, thanks for reaching out!
>
> Good news, 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're doing everything we can to get your package to you as
> fast as possible. Right now we estimate it to arrive within about 8 to 12
> days.
>
> You can follow its progress here:
> https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107877
>
> 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 Roger,
Thanks for reaching out, happy to answer both.
On where it ships from: some of our orders come directly from our supplier overseas, the same kind of manufacturer that produces for major fashion retailers. We do it to cut out the middle steps and keep things moving, and the quality is exactly the same.
On timing: the 8 to 12 day window runs from when the order is dispatched, not from when it was placed. So with your birthday deadline of the 29th, I want to be straight with you rather than optimistic: depending on exactly when it dispatches, it could be tight, and I can't promise it will land by then. I'd rather you know that now so you can plan around it. We'll push it through as quickly as we possibly can on our side.
For the trouble, here's a code for £15 off any future order (a fixed £15, not a percentage, no minimum and no expiry): STORECREDIT15.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Roger Vernon
Email:
vernonroger79@gmail.com
Body:
Order YT2619700700107877.
There has been no tracking update since the 16/07/26. The
tracking system isn't fit for purpose. Please could you
investigate the matter. Thank you
Hi there,
Good news, order 2168 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107877
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna.
The order was placed on the 12th of July. An email on the 15th said it had
been shipped, that is 9 days ago.
The bag is for my daughters birthday on the 29th. If I'd known the length
of time I would never have placed the order.
On Fri, 24 Jul 2026, 11:20 , <support@marlow-london.com> wrote:
> Hi there,
>
> Good news, order 2168 is on its way. I can see the tracking currently
> shows "information received" - that's just the very first stage, it means
> the courier has your parcel's details and is preparing for pickup. It's
> completely normal for this to sit here for a few days before the next scan
> happens, so there's nothing to worry about.
>
> You can follow it here:
> https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107877
>
> If it's still stuck after about a week, let me know and I'll look into it
> further for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Roger,
Thank you for the extra detail, that helps.
I want to be straight with you rather than just repeat the usual reassurance. I can see the shipping confirmation went out on the 15th, but the tracking itself has not moved past its very first scan, information received, since the 16th. That first email confirms the label was created and the parcel was handed off on our end, but the tracking only updates once the courier physically collects it and scans it into their network. Eight days without that next scan is longer than it should be, and I do not want to leave you guessing.
I am checking directly with our shipping team right now on exactly where this parcel is, and I will come back to you personally with a real update as soon as I hear anything.
I also want to be honest with you given this is for your daughter's birthday on the 29th. With the parcel not having moved yet, it is genuinely tight, and I do not want to promise it will land in time when I cannot be certain. I am pushing to get you a proper answer as quickly as I can.
You can keep an eye on it here too: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107877
I am sorry for the added worry this is causing so close to her birthday, and I will be back in touch the moment I have real news.
Warm regards,
Anna
Customer Care Team
Marlow London