Case #674 — Marlow London
poppytutcher@hotmail.co.uk · order 2087 · state imported · label none yet · rung 0
Facts
Where is my order?
open
not set
2026-07-20 16:17:30
—
2026-08-14 19:30:08
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Latest draft
from decision #1978 · action=reply · 2026-07-28 21:47:10 · dry-run
Hi Poppy,
I completely understand your frustration - you've been waiting a long time and the store credit doesn't feel like it addresses the real inconvenience you've had.
Here's what I need to be honest about: I cannot refund an order that's still in transit. The parcel is still in our responsibility chain, and once we refund it, we lose the ability to get it to you. That's why we have to keep pushing until it arrives.
What I'm doing right now is treating this as priority and escalating it directly. A week stuck at the initial pickup stage is too long, and that's on us to fix.
The honest timeline from here: the courier should collect it in the next few days, and once they do, you'll see real progress on your tracking. From there, expect it to arrive within about a week. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979303691CN
And as a sincere apology for this wait, once your order arrives, we'll process a 10% cashback back onto your original payment method.
I know you wanted an immediate refund, but this is the best way forward - it makes sure you get your item and genuine compensation for the trouble.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Drafted for the backlog (was missing — e.g. an LLM outage).
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Full thread
Hi there,
I ordered something from you about 2 weeks ago and have heard nothing for a week.
Order no. 2087
Can you give me an update please?
Thank you
Poppy
Sent from my iPhone
Hi there,
Good news, order 2087 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=4PX3002979303691CN
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
It has been there for a week? 13th July was the last update?
Thank you
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Monday, 20 July 2026 17:17:49
To: poppytutcher@hotmail.co.uk <poppytutcher@hotmail.co.uk>
Subject: Re: Where is my order?
Hi there,
Good news, order 2087 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=4PX3002979303691CN
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 Poppy,
Thank you for coming back to me, and you are right to flag this, a week sitting on "information received" with no further scan is longer than it should be.
I want to give you a straight answer rather than just reassurance. We have had a much higher volume of orders than usual because of our current sale, and that has meant some parcels are sitting longer than they should between the shipping label being created and the courier actually collecting it. That gap is on us, not a normal part of the process, and I am sorry it has affected your order.
I am chasing this up directly now so we can get it moving, and I will come back to you personally with a real update as soon as I hear anything, rather than leave you watching a tracking page that is not telling you much.
As an apology for the wait, here is a code for money off your next order: STORECREDIT15
Thank you for your patience, Poppy. A week of silence is not good enough and I am sorry for the frustration this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna,
I’m sorry store credit isn’t really going to cut the mustard! I’ve been waiting over a week and you are tell me the item hasn't even left your store? Can I have a refund please!
Poppy
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 21 July 2026 15:02:49
To: poppytutcher@hotmail.co.uk <poppytutcher@hotmail.co.uk>
Subject: Re: Where is my order?
Hi Poppy,
Thank you for coming back to me, and you are right to flag this, a week sitting on "information received" with no further scan is longer than it should be.
I want to give you a straight answer rather than just reassurance. We have had a much higher volume of orders than usual because of our current sale, and that has meant some parcels are sitting longer than they should between the shipping label being created and the courier actually collecting it. That gap is on us, not a normal part of the process, and I am sorry it has affected your order.
I am chasing this up directly now so we can get it moving, and I will come back to you personally with a real update as soon as I hear anything, rather than leave you watching a tracking page that is not telling you much.
As an apology for the wait, here is a code for money off your next order: STORECREDIT15
Thank you for your patience, Poppy. A week of silence is not good enough and I am sorry for the frustration this has caused.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Poppy,
I completely understand your frustration - you've been waiting a long time and the store credit doesn't feel like it addresses the real inconvenience you've had.
Here's what I need to be honest about: I cannot refund an order that's still in transit. The parcel is still in our responsibility chain, and once we refund it, we lose the ability to get it to you. That's why we have to keep pushing until it arrives.
What I'm doing right now is treating this as priority and escalating it directly. A week stuck at the initial pickup stage is too long, and that's on us to fix.
The honest timeline from here: the courier should collect it in the next few days, and once they do, you'll see real progress on your tracking. From there, expect it to arrive within about a week. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002979303691CN
And as a sincere apology for this wait, once your order arrives, we'll process a 10% cashback back onto your original payment method.
I know you wanted an immediate refund, but this is the best way forward - it makes sure you get your item and genuine compensation for the trouble.
Warm regards,
Anna
Customer Care Team
Marlow London