Case #692 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: Ayesha Email: aysh_jbn@hotmail.co.uk Body: Hi, I placed my order (#2231 ) on 15 July, but the tracking has shown 'Shipment information received' for several days without any updates. Could you please confirm whether my order has been dispatched and if so, whether there are any issues with the courier? Thank you

Hi  I purchased this bag believing it to be a genuine Longchamp. On inspection, it arrived without branded packaging and Logo embossing on the leather flap is very faint compared to my authentic Longchamp bag. The brown leather flap does not have the black edge finishing (edge paint) that my original Longchamp bag has. The handles are very stiff and do not feel like those on my authentic bag. The bag has a strong chemical/plastic smell rather than the smell expected of a genuine leather trimmed bag. The hardware feels noticeably lighter and lower quality than the hardware on my authentic Longchamp bag and I cannot locate the interior label or production code. These issues have left me with serious concerns about the authenticity and quality of the bag. The bag also took more than 10 days to arrive, despite me ordering it in time for my travels. I am now left without a suitable bag for my trip, which is extremely disappointing and frustrating. I do not wish to keep this item and am rejecting it. I would like a full refund. Please provide instructions for returning the bag. As the item I received is not what I believe I was purchasing and does not match my expectations based on how it was advertised, I do not expect to pay the cost of returning it. I request that you provide a prepaid returns label or arrange collection at your expense. If you believe the bag is genuine, you are welcome to provide proof of authenticity. However, I do not wish to keep the item and require a full refund. I trust you will resolve this matter promptly by arranging a full refund and providing a prepaid returns label. Kind regards, Ayesha  On Jul 21, 2026 15:43, support@marlow-london.com wrote: Hi there, Good news, order 2231 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=YT2619700700107547 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

You received a new message from your online store's contact form. Country Code: GB Name: Ayesha Shaheen Email: aysh_jbn@hotmail.co.uk Body: I purchased this bag order number #2231 believing it to be a genuine Longchamp. On inspection, it arrived without branded packaging Logo embossing on the leather flap is very faint compared to my authentic Longchamp bag. The brown leather flap does not have the black edge finishing (edge paint) that my original Longchamp bag has. The handles are very stiff and do not feel like those on my authentic bag. The bag has a strong chemical/plastic smell rather than the smell expected of a genuine leather trimmed bag. The hardware feels noticeably lighter and lower quality than the hardware on my authentic Longchamp bag and I cannot locate the interior label or production code. These issues have left me with serious concerns about the authenticity and quality of the bag. The bag also took more than 10 days to arrive, despite me ordering it in time for my travels. I am now left without a suitable bag for my trip, which is extremely disappointing and frustrating. I do not wish to keep this item and am rejecting it. I would like a full refund. Please provide instructions for returning the bag. As the item I received is not what I believe I was purchasing and does not match my expectations based on how it was advertised, I do not expect to pay the cost of returning it. I request that you provide a prepaid returns label or arrange collection at your expense. If you believe the bag is genuine, you are welcome to provide proof of authenticity. However, I do not wish to keep the item and require a full refund. I trust you will resolve this matter promptly by arranging a full refund and providing a prepaid returns label. Kind regards, Ayesha

I purchased this bag order number #2231 believing it to be a genuine Longchamp. On inspection, it arrived without branded packaging Logo embossing on the leather flap is very faint compared to my authentic Longchamp bag. The brown leather flap does not have the black edge finishing (edge paint) that my original Longchamp bag has. The handles are very stiff and do not feel like those on my authentic bag. The bag has a strong chemical/plastic smell rather than the smell expected of a genuine leather trimmed bag. The hardware feels noticeably lighter and lower quality than the hardware on my authentic Longchamp bag and I cannot locate the interior label or production code.  These issues have left me with serious concerns about the authenticity and quality of the bag. The bag also took more than 10 days to arrive, despite me ordering it in time for my travels. I am now left without a suitable bag for my trip, which is extremely disappointing and frustrating. I do not wish to keep this item and am rejecting it. I would like a full refund. Please provide instructions for returning the bag. As the item I received is not what I believe I was purchasing and does not match my expectations based on how it was advertised, I do not expect to pay the cost of returning it. I request that you provide a prepaid returns label or arrange collection at your expense. If you believe the bag is genuine, you are welcome to provide proof of authenticity. However, I do not wish to keep the item and require a full refund. I trust you will resolve this matter promptly by arranging a full refund and providing a prepaid returns label. Kind regards, Ayesha

Hi Anna, Thank you for your response. I am disappointed by your reply. I purchased this bag believing I was buying a genuine Longchamp bag. At no stage did I understand that I was purchasing a "manufacturer-direct piece in a similar style." If that had been made clear, I would never have placed the order. Your explanation that these are not authentic branded items directly contradicts the impression given by the product listing. I feel I have been misled into purchasing something that is not what I reasonably believed I was paying for. I also do not consider your proposed resolution to be fair. A 20% refund while I keep a bag I no longer want is not an acceptable outcome. I paid for what I believed was a genuine Longchamp bag, not an unbranded alternative. I am also concerned by your statement that I would have to pay £19.95 to return the item overseas and accept the risk of it being lost in transit before any refund is issued. That is not a risk I should be expected to bear when the item received is not what I believe was advertised. I am rejecting the item and requesting a full refund. I also expect you to arrange and cover the cost of its return, whether by providing a prepaid returns label or arranging collection. I will not pay return postage for an item that I believe was misleadingly advertised. If we are unable to resolve this matter promptly, I will have no option but to pursue the matter through my payment provider and, if necessary, report the listing to the relevant consumer protection authorities, as I do not believe the product was advertised with sufficient clarity. I look forward to your response. Kind regards, Ayesha On Jul 31, 2026 05:37, support@marlow-london.com wrote: Hi Ayesha, Thank you for your detailed message, and I am genuinely sorry the bag did not arrive in time for your travels. I can only imagine how frustrating that must be when you had ordered it specifically for your trip. I want to be honest with you about what we sell: our bags are manufacturer-direct pieces in similar styles to well-known brands. They are made by the same manufacturer who also produces for major fashion retailers - that is exactly why the price is so much lower, because we buy direct instead of through middlemen. We do not claim these are authentic branded items. I hear your concerns about the quality you have experienced - the smell, the hardware, the handles, the missing interior details. These are real observations, and I take them seriously. I cannot fully evaluate them without seeing the bag myself, but I want to help you. You have asked for a prepaid return label or collection at our expense. I understand why you would ask, and I appreciate your directness. The reality is that returns go back to our overseas supplier at the customer's cost (£19.95), and the round trip takes several weeks, with a genuine risk of the parcel being lost in transit - only then would a refund be processed. Because of that, I would rather offer you something that actually works better for you right now. I have spoken to the higher-ups and asked what I can personally put forward. They have agreed I can offer you a 20% cashback on your order - that goes straight back to your original payment method within 3 to 5 business days - and you keep the bag. No return postage, no weeks of waiting, no risk of loss. I genuinely believe that is the fairest path forward for you, and I would really appreciate your thoughts on it. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, Thank you for resolving this matter and for arranging the full refund. I have not yet received a refund confirmation email, nor is the refund currently showing on my account. Would you please confirm the refund has been processed and provide the refund transaction reference or confirmation? I understand refunds can take 3 5 business days to appear, but I would appreciate confirmation that it has been successfully submitted. Kind regards,  Ayesha On Aug 3, 2026 10:26, support@marlow-london.com wrote: Hi Ayesha, You are right, and I am sorry. I have refunded your order #2231 in full, £54.95, back to the card you paid with. I processed it just now and it will be with you within 3 to 5 business days. Please keep the bag, and please do not post anything back to us. Two things I owe you directly. First, you should never have been told you would have to pay £19.95 to return the item and carry the risk of it being lost. That was wrong of us. We do not ask customers to post things back, and it should not have been put to you as a reason to accept less than you asked for. Second, on the listing. You told us you believed you were buying a genuine Longchamp bag, and our reply explained what we sell only after you had already paid. If that was the impression the listing gave, then the listing was not clear enough, and the fault for that sits with us, not with you. You asked for a full refund and you have it, with nothing required from you in return. I am sorry it took three emails to get to the right answer. Warm regards, Anna Customer Care Team Marlow London