Case #644 — Marlow London
patbo388@gmail.com · order 2052 · state imported · label none yet · rung 0
Facts
New customer message on 20 July 2026 at 09:02
open
not set
2026-07-20 08:02:51
—
2026-08-14 19:30:08
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Latest draft
from decision #1780 · action=reply · 2026-07-27 07:28:52 · dry-run
Hi Pat,
I'm so sorry this has taken 10 days to reach this stage, especially as it's a gift for your relative. I completely understand the frustration.
Good news though, your order is now with the delivery company and in transit. You should expect it to arrive within the next day or two.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160764CN
We've had significantly higher order volume from our sale, which is why it's taken a little longer to get to this point. As an apology for the inconvenience, here's a code for £15 off your next order: STORECREDIT15
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Follow-up tracking inquiry with emotional context (gift for relative); needs human review for genuine warmth and tone.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Pat Boland
Email:
Patbo388@gmail.com
Body:
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Pat Boland
Email:
Patbo388@gmail.com
Body:
My order number 2052 please could you tell me if this
parcel has been dispatched as I have been tracking it for a week
and it’s still showing as waiting to be sent, can you tell me
when it might arrive
Hi there,
Good news, order 2052 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=4PX3002973160764CN
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,
Re order no 2052 of 10th July, I am disappointed that I have still not received order, these where a present for relative, I see they are now with delivery company Relay, and would appreciate any information as to when order might arrive.
Thankyou Pat Boland
Sent from my iPhone
> On 20 Jul 2026, at 09:05, support@marlow-london.com wrote:
>
> Hi there,
>
> Good news, order 2052 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=4PX3002973160764CN
>
> 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 Pat,
I'm so sorry this has taken 10 days to reach this stage, especially as it's a gift for your relative. I completely understand the frustration.
Good news though, your order is now with the delivery company and in transit. You should expect it to arrive within the next day or two.
You can track it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002973160764CN
We've had significantly higher order volume from our sale, which is why it's taken a little longer to get to this point. As an apology for the inconvenience, here's a code for £15 off your next order: STORECREDIT15
Warm regards,
Anna
Customer Care Team
Marlow London