Case #74 — Marlow London
mmarcsilla13@gmail.com · order 1253 · state imported · label none yet · rung 0
Facts
New customer message on 17 June 2026 at 23:39
open
not set
2026-06-20 10:34:16
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #698 · action=reply · 2026-07-11 20:43:45 · dry-run
Dear Maria,
I am so sorry for everything you have been through with this. Waiting this long after we promised your replacement would arrive within 16 days is simply not acceptable, and I take full responsibility for the delay and confusion across our last exchanges.
I do not want to put you through any more back and forth on this, so I am arranging a full refund for the complete value of your order (order 1253) to your original payment method. This is being processed on our end now, and you can expect it to land within 3 to 5 business days once issued.
You do not need to return anything, and there is nothing further you need to do on your end. I will confirm here as soon as it has gone through.
Thank you for your patience throughout this, and I am truly sorry it has taken this long to get you a proper resolution.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: After 18 emails, a replacement promised within 16 days is now 3+ weeks overdue and the customer is threatening legal action and demanding a full refund; per the escalation lesson for repeated legal threats/sustained failure, committing to a full refund rather than further partial offers.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 100% of order #1253 = €89.91 (order total €89.91, already refunded €0.00) to the original payment method (shopify_payments) for mmarc | 2026-07-11 20:43:45 |
Case events
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Full thread
Dear Marlow London Support,
Thank you for your email.
If you could make the 40% refund I wont bother with the refund othervise
please send me the retun label and I will would like to get back all the
money.
Kind regards,
Maria
On Friday, 19 June 2026, <support@marlow-london.com> wrote:
> Dear Maria,
>
> Thank you for taking the time to contact us, and we are very sorry to hear
> about your disappointment with your order.
>
> We sincerely apologise for the longer delivery
>
> time. We understand how frustrating it must have been to order the dresses
> for a specific event and then have them arrive after the occasion had
> already passed. Unfortunately, the first stage of processing took longer
> than expected, and we completely understand the inconvenience this caused.
>
> We are also very sorry to hear that the pink dress did not meet your
> expectations. We would like to make this right for you. As a goodwill
> gesture and to avoid the inconvenience of a return, we would like to offer
> you a 10% refund on the pink dress while allowing you to keep the item.
>
> Please let us know if this would be an acceptable solution for you, and we
> will be happy to arrange it straight away.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Thu, Jun 18, 2026 at 00:39, MARLOW LONDON (Shopify) <mailer@shopify.com>
> wrote:
>
> You received a new message from your online store's contact form.
> *Country Code:*
>
> GB
>
> *Name:*
>
> Maria Marosi
>
> *Email:*
>
> mmarcsilla13@gmail.com
>
> *Body:*
>
> Hi Moira & Eileen,
>
> I am writing to you as I received my order today. I am very disappointed...
>
> First of all I had to wait for 16 days for the dresses to arrive. I had the impression you are in Dublin as it says on your website when I ordered the dresses.
> I orded these dresse to an event which was last weekend therefore I had to purchase another dresses.
>
> The green drees is fine i will keep it but the pink dress is like just a see through material doesn't even worth €5 and I paid €49.95 for it.
>
> I want back my money as this is not what I ordered!
>
>
> Kind regards,
>
> Maria Marosi
>
>
Dear Maria,
Thank you for your reply.
We appreciate your proposal, and we may be able to agree to the 40% refund while allowing you to keep the dress.
Before we can proceed, could you please send us a clear photo of the pink dress showing the issue you described? We would just like to review the item first so that we can properly assess the situation.
Once we have received and reviewed the photos, we will be happy to revisit the matter and discuss the 40% refund with you.
We look forward to hearing from you.
Kind regards,
Marlow London Support
On Sat, Jun 20, 2026 at 12:34, Maria Marosi <mmarcsilla13@gmail.com> wrote: Dear Marlow London Support,
Thank you for your email.
If you could make the 40% refund I wont bother with the refund othervise please send me the retun label and I will would like to get back all the money.
Kind regards,
Maria
On Friday, 19 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for taking the time to contact us, and we are very sorry to hear about your disappointment with your order.
We sincerely apologise for the longer delivery
time. We understand how frustrating it must have been to order the dresses for a specific event and then have them arrive after the occasion had already passed. Unfortunately, the first stage of processing took longer than expected, and we completely understand the inconvenience this caused.
We are also very sorry to hear that the pink dress did not meet your expectations. We would like to make this right for you. As a goodwill gesture and to avoid the inconvenience of a return, we would like to offer you a 10% refund on the pink dress while allowing you to keep the item.
Please let us know if this would be an acceptable solution for you, and we will be happy to arrange it straight away.
Kind regards,
Marlow London Support
On Thu, Jun 18, 2026 at 00:39, MARLOW LONDON (Shopify) <mailer@shopify.com (mailto:mailer@shopify.com)> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Maria Marosi Email:
mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com) Body:
Hi Moira & Eileen, I am writing to you as I received my order today. I am very disappointed... First of all I had to wait for 16 days for the dresses to arrive. I had the impression you are in Dublin as it says on your website when I ordered the dresses. I orded these dresse to an event which was last weekend therefore I had to purchase another dresses. The green drees is fine i will keep it but the pink dress is like just a see through material doesn't even worth €5 and I paid €49.95 for it. I want back my money as this is not what I ordered! Kind regards, Maria Marosi
Dear Marlow London Support,
Thank you for your reply.
Please find attached the photo of the pink dress what you have requested.
However, I think I am overcharged with both dresses. I did a litle bit of
research now and find the dress cheaper in a different website. Please see
the attached picture.
Looking forward to hearing from you.
Kind regards,
Maria Marosi
On Saturday, 20 June 2026, <support@marlow-london.com> wrote:
> Dear Maria,
>
> Thank you for your reply.
>
> We appreciate your proposal, and we may be able to agree to the 40% refund
> while allowing you to keep the dress.
>
> Before we can proceed, could you please send us a clear photo of the pink
> dress showing the issue you described? We would just like to review the
> item first so that we can properly assess the situation.
>
> Once we have received and reviewed the photos, we will be happy to revisit
> the matter and discuss the 40% refund with you.
>
> We look forward to hearing from you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Sat, Jun 20, 2026 at 12:34, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Dear Marlow London Support,
>
>
> Thank you for your email.
>
> If you could make the 40% refund I wont bother with the refund othervise
> please send me the retun label and I will would like to get back all the
> money.
>
> Kind regards,
>
>
> Maria
>
>
> On Friday, 19 June 2026, <support@marlow-london.com> wrote:
>
> Dear Maria,
>
> Thank you for taking the time to contact us, and we are very sorry to hear
> about your disappointment with your order.
>
> We sincerely apologise for the longer delivery
>
> time. We understand how frustrating it must have been to order the dresses
> for a specific event and then have them arrive after the occasion had
> already passed. Unfortunately, the first stage of processing took longer
> than expected, and we completely understand the inconvenience this caused.
>
> We are also very sorry to hear that the pink dress did not meet your
> expectations. We would like to make this right for you. As a goodwill
> gesture and to avoid the inconvenience of a return, we would like to offer
> you a 10% refund on the pink dress while allowing you to keep the item.
>
> Please let us know if this would be an acceptable solution for you, and we
> will be happy to arrange it straight away.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Thu, Jun 18, 2026 at 00:39, MARLOW LONDON (Shopify) <mailer@shopify.com>
> wrote:
>
> You received a new message from your online store's contact form.
> *Country Code:*
>
> GB
>
> *Name:*
>
> Maria Marosi
>
> *Email:*
>
> mmarcsilla13@gmail.com
>
> *Body:*
>
> Hi Moira & Eileen,
>
> I am writing to you as I received my order today. I am very disappointed...
>
> First of all I had to wait for 16 days for the dresses to arrive. I had the impression you are in Dublin as it says on your website when I ordered the dresses.
> I orded these dresse to an event which was last weekend therefore I had to purchase another dresses.
>
> The green drees is fine i will keep it but the pink dress is like just a see through material doesn't even worth €5 and I paid €49.95 for it.
>
> I want back my money as this is not what I ordered!
>
>
> Kind regards,
>
> Maria Marosi
>
>
Dear Maria,
Thank you for sending the photos and for your further comments.
We understand your concerns and appreciate you taking the time to share them with us.
Before we proceed with the refund request, we would like to offer an alternative solution that may be quicker and more convenient for you. As refund processing can sometimes take some time to complete, we would be happy to allow you to choose a replacement product of your choice from our collection instead.
If this option would suit you better, simply let us know which item you would like, and we will be happy to review it and arrange the replacement for you.
Please let us know which option you would prefer, and we will do our best to assist you.
Kind regards,
Marlow London Support
On Sun, Jun 21, 2026 at 18:18, Maria Marosi <mmarcsilla13@gmail.com> wrote: Dear Marlow London Support,
Thank you for your reply.
Please find attached the photo of the pink dress what you have requested.
However, I think I am overcharged with both dresses. I did a litle bit of research now and find the dress cheaper in a different website. Please see the attached picture.
Looking forward to hearing from you.
Kind regards,
Maria Marosi
On Saturday, 20 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for your reply.
We appreciate your proposal, and we may be able to agree to the 40% refund while allowing you to keep the dress.
Before we can proceed, could you please send us a clear photo of the pink dress showing the issue you described? We would just like to review the item first so that we can properly assess the situation.
Once we have received and reviewed the photos, we will be happy to revisit the matter and discuss the 40% refund with you.
We look forward to hearing from you.
Kind regards,
Marlow London Support
On Sat, Jun 20, 2026 at 12:34, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
Dear Marlow London Support,
Thank you for your email.
If you could make the 40% refund I wont bother with the refund othervise please send me the retun label and I will would like to get back all the money.
Kind regards,
Maria
On Friday, 19 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for taking the time to contact us, and we are very sorry to hear about your disappointment with your order.
We sincerely apologise for the longer delivery
time. We understand how frustrating it must have been to order the dresses for a specific event and then have them arrive after the occasion had already passed. Unfortunately, the first stage of processing took longer than expected, and we completely understand the inconvenience this caused.
We are also very sorry to hear that the pink dress did not meet your expectations. We would like to make this right for you. As a goodwill gesture and to avoid the inconvenience of a return, we would like to offer you a 10% refund on the pink dress while allowing you to keep the item.
Please let us know if this would be an acceptable solution for you, and we will be happy to arrange it straight away.
Kind regards,
Marlow London Support
On Thu, Jun 18, 2026 at 00:39, MARLOW LONDON (Shopify) <mailer@shopify.com (mailto:mailer@shopify.com)> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Maria Marosi Email:
mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com) Body:
Hi Moira & Eileen, I am writing to you as I received my order today. I am very disappointed... First of all I had to wait for 16 days for the dresses to arrive. I had the impression you are in Dublin as it says on your website when I ordered the dresses. I orded these dresse to an event which was last weekend therefore I had to purchase another dresses. The green dree
Dear Marlow London Support,
Thank you for your email.
I would like to take one coat for your collections.
Please see the attached picure, Beige colour size S.
Please see the attached picture.
Does it mean it will be here quicker than 16days?
Kind regards,
Maria
On Monday, 22 June 2026, <support@marlow-london.com> wrote:
> Dear Maria,
>
> Thank you for sending the photos and for your further comments.
>
> We understand your concerns and appreciate you taking the time to share
> them with us.
>
> Before we proceed with the refund request, we would like to offer an
> alternative solution that may be quicker and more convenient for you. As
> refund processing can sometimes take some time to complete, we would be
> happy to allow you to choose a replacement product of your choice from our
> collection instead.
>
> If this option would suit you better, simply let us know which item you
> would like, and we will be happy to review it and arrange the replacement
> for you.
>
> Please let us know which option you would prefer, and we will do our best
> to assist you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Sun, Jun 21, 2026 at 18:18, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Dear Marlow London Support,
>
>
> Thank you for your reply.
>
> Please find attached the photo of the pink dress what you have requested.
>
> However, I think I am overcharged with both dresses. I did a litle bit of
> research now and find the dress cheaper in a different website. Please see
> the attached picture.
>
> Looking forward to hearing from you.
>
>
>
> Kind regards,
>
> Maria Marosi
>
>
>
> On Saturday, 20 June 2026, <support@marlow-london.com> wrote:
>
> Dear Maria,
>
> Thank you for your reply.
>
> We appreciate your proposal, and we may be able to agree to the 40% refund
> while allowing you to keep the dress.
>
> Before we can proceed, could you please send us a clear photo of the pink
> dress showing the issue you described? We would just like to review the
> item first so that we can properly assess the situation.
>
> Once we have received and reviewed the photos, we will be happy to revisit
> the matter and discuss the 40% refund with you.
>
> We look forward to hearing from you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Sat, Jun 20, 2026 at 12:34, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Dear Marlow London Support,
>
>
> Thank you for your email.
>
> If you could make the 40% refund I wont bother with the refund othervise
> please send me the retun label and I will would like to get back all the
> money.
>
> Kind regards,
>
>
> Maria
>
>
> On Friday, 19 June 2026, <support@marlow-london.com> wrote:
>
> Dear Maria,
>
> Thank you for taking the time to contact us, and we are very sorry to hear
> about your disappointment with your order.
>
> We sincerely apologise for the longer delivery
>
> time. We understand how frustrating it must have been to order the dresses
> for a specific event and then have them arrive after the occasion had
> already passed. Unfortunately, the first stage of processing took longer
> than expected, and we completely understand the inconvenience this caused.
>
> We are also very sorry to hear that the pink dress did not meet your
> expectations. We would like to make this right for you. As a goodwill
> gesture and to avoid the inconvenience of a return, we would like to offer
> you a 10% refund on the pink dress while allowing you to keep the item.
>
> Please let us know if thi
Dear Maria,
Thank you for your email.
We apologise for any confusion. It seems there may have been a misunderstanding regarding our previous message.
We offered you the option to choose a replacement product instead of proceeding with the refund, but we have not yet received confirmation of which option you would like to take. Could you please let us know whether you would like to select a replacement item from our collection? If so, simply send us the name or link to the product you would like, and we will be happy to review it and arrange the replacement for you.
We look forward to your reply so we can resolve this for you as quickly as possible.
Kind regards,
Marlow London Support
On Wed, Jun 24, 2026 at 22:36, Maria Marosi <mmarcsilla13@gmail.com> wrote: Dear Marlow London Support,
I did not hear from you since my last email what I sent two days ago.
Just started to think, its been a week now just sending emails and notthing has happened.
I provided the request what you asked me to do but I am reaching the end of my patience.
Could you please reply back with the information of a delivery as soon as posibble?
Othervise I will send back both dresses and I want the full refund. This is unaccetable.
Kind regards,
Maria
On Monday, 22 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for sending the photos and for your further comments.
We understand your concerns and appreciate you taking the time to share them with us.
Before we proceed with the refund request, we would like to offer an alternative solution that may be quicker and more convenient for you. As refund processing can sometimes take some time to complete, we would be happy to allow you to choose a replacement product of your choice from our collection instead.
If this option would suit you better, simply let us know which item you would like, and we will be happy to review it and arrange the replacement for you.
Please let us know which option you would prefer, and we will do our best to assist you.
Kind regards,
Marlow London Support
On Sun, Jun 21, 2026 at 18:18, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
Dear Marlow London Support,
Thank you for your reply.
Please find attached the photo of the pink dress what you have requested.
However, I think I am overcharged with both dresses. I did a litle bit of research now and find the dress cheaper in a different website. Please see the attached picture.
Looking forward to hearing from you.
Kind regards,
Maria Marosi
On Saturday, 20 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for your reply.
We appreciate your proposal, and we may be able to agree to the 40% refund while allowing you to keep the dress.
Before we can proceed, could you please send us a clear photo of the pink dress showing the issue you described? We would just like to review the item first so that we can properly assess the situation.
Once we have received and reviewed the photos, we will be happy to revisit the matter and discuss the 40% refund with you.
We look forward to hearing from you.
Kind regards,
Marlow London Support
On Sat, Jun 20, 2026 at 12:34, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
Dear Marlow London Support,
Thank you for your email.
If you could make the 40% refund I wont bother with the refund othervise please send me the retun label and I will would like to get back all the money.
Kind regards,
Maria
On Friday, 19 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for taking the time to contact us, and we are very sorry to hear about your disappointment with your order.
We sincerely apologise for the longer delivery
time. We unde
Hello,
Thank you for arranging the replacement.
Could you please prioritise this shipment? The customer has already experienced a delay with the original order, so we have assured her that this replacement will arrive within 16 days.
Please confirm that this can be arranged and let us know once the replacement has been dispatched. We would also appreciate it if you could provide the tracking number once available.
Thank you for your support.
Kind regards,
Marlow London
On Thu, Jun 25, 2026 at 15:43, Maria Marosi <mmarcsilla13@gmail.com> wrote:
T
Please see below what I sent you 3 days ago. Please see the link
https://marlow-london.com/collections/coats-jackets/products/sadhbh-elegant-city-trench-coat (https://marlow-london.com/collections/coats-jackets/products/sadhbh-elegant-city-trench-coat)
Dear Marlow London Support,
Thank you for your email.
I would like to take one coat for your collections.
Please see the attached picure, Beige colour size S.
Please see the attached picture.
Does it mean it will be here quicker than 16days?
Kind regards,
Maria
On Thursday, 25 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for your email.
We apologise for any confusion. It seems there may have been a misunderstanding regarding our previous message.
We offered you the option to choose a replacement product instead of proceeding with the refund, but we have not yet received confirmation of which option you would like to take. Could you please let us know whether you would like to select a replacement item from our collection? If so, simply send us the name or link to the product you would like, and we will be happy to review it and arrange the replacement for you.
We look forward to your reply so we can resolve this for you as quickly as possible.
Kind regards,
Marlow London Support
On Wed, Jun 24, 2026 at 22:36, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
Dear Marlow London Support,
I did not hear from you since my last email what I sent two days ago.
Just started to think, its been a week now just sending emails and notthing has happened.
I provided the request what you asked me to do but I am reaching the end of my patience.
Could you please reply back with the information of a delivery as soon as posibble?
Othervise I will send back both dresses and I want the full refund. This is unaccetable.
Kind regards,
Maria
On Monday, 22 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for sending the photos and for your further comments.
We understand your concerns and appreciate you taking the time to share them with us.
Before we proceed with the refund request, we would like to offer an alternative solution that may be quicker and more convenient for you. As refund processing can sometimes take some time to complete, we would be happy to allow you to choose a replacement product of your choice from our collection instead.
If this option would suit you better, simply let us know which item you would like, and we will be happy to review it and arrange the replacement for you.
Please let us know which option you would prefer, and we will do our best to assist you.
Kind regards,
Marlow London Support
On Sun, Jun 21, 2026 at 18:18, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
Dear Marlow London Support,
Thank you for your reply.
Please find attached the photo of the pink dress what you have requested.
However, I think I am overcharged with both dresses. I did a litle bit of research now and find the dress cheaper in a different website. Please see the attached picture.
Looking forward to hearing from you.
Kind regards,
Maria Marosi
On Saturday, 20 June 2026, <support@marlo
Hello,
I don't see the other address where it is going.
Does it mean it is orderrd and it will arrive in next week?
Thank you.
Maria
On Saturday, 27 June 2026, <support@marlow-london.com> wrote:
> Hello,
>
> Thank you for arranging the replacement.
>
> Could you please prioritise this shipment? The customer has already
> experienced a delay with the original order, so we have assured her that
> this replacement will arrive within *16 days*.
>
> Please confirm that this can be arranged and let us know once the
> replacement has been dispatched. We would also appreciate it if you could
> provide the tracking number once available.
>
> Thank you for your support.
>
> Kind regards,
> Marlow London
>
>
>
>
> On Thu, Jun 25, 2026 at 15:43, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> T
>
> Please see below what I sent you 3 days ago.
> Please see the link
>
> https://marlow-london.com/collections/coats-jackets/
> products/sadhbh-elegant-city-trench-coat
>
>
> Dear Marlow London Support,
>
>
> Thank you for your email.
>
> I would like to take one coat for your collections.
>
> Please see the attached picure, Beige colour size S.
>
> Please see the attached picture.
>
> Does it mean it will be here quicker than 16days?
>
>
> Kind regards,
>
>
> Maria
>
> On Thursday, 25 June 2026, <support@marlow-london.com> wrote:
>
> Dear Maria,
>
> Thank you for your email.
>
> We apologise for any confusion. It seems there may have been a
> misunderstanding regarding our previous message.
>
> We offered you the option to choose a replacement product instead of
> proceeding with the refund, but we have not yet received confirmation of
> which option you would like to take. Could you please let us know whether
> you would like to select a replacement item from our collection? If so,
> simply send us the name or link to the product you would like, and we will
> be happy to review it and arrange the replacement for you.
>
> We look forward to your reply so we can resolve this for you as quickly as
> possible.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Wed, Jun 24, 2026 at 22:36, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Dear Marlow London Support,
>
> I did not hear from you since my last email what I sent two days ago.
>
> Just started to think, its been a week now just sending emails and
> notthing has happened.
>
> I provided the request what you asked me to do but I am reaching the end
> of my patience.
>
>
> Could you please reply back with the information of a delivery as soon as
> posibble?
> Othervise I will send back both dresses and I want the full refund. This
> is unaccetable.
>
>
> Kind regards,
>
>
> Maria
>
>
>
> On Monday, 22 June 2026, <support@marlow-london.com> wrote:
>
> Dear Maria,
>
> Thank you for sending the photos and for your further comments.
>
> We understand your concerns and appreciate you taking the time to share
> them with us.
>
> Before we proceed with the refund request, we would like to offer an
> alternative solution that may be quicker and more convenient for you. As
> refund processing can sometimes take some time to complete, we would be
> happy to allow you to choose a replacement product of your choice from our
> collection instead.
>
> If this option would suit you better, simply let us know which item you
> would like, and we will be happy to review it and arrange the replacement
> for you.
>
> Please let us know which option you would pre
Dear Maria,
Thank you for your message, and apologies for the confusion.
To confirm: your replacement trench coat (Sadhbh Elegant City Trench Coat, Beige, Size S) has been arranged and we have asked our fulfilment team to prioritise the dispatch. As soon as it leaves the warehouse, you will receive a confirmation email with a tracking link so you can follow it on our website.
Regarding the delivery address — please rest assured the replacement will be sent to the same address as your original order. If you would like it shipped to a different address, please reply with the full updated address and we will do our best to update it before dispatch.
We are doing everything we can to get this to you as quickly as possible, and we will update you as soon as we have tracking details to share. It is safe to assume that it will arrive around next week!
Thank you for your patience, Maria.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sun, Jun 28, 2026 at 09:59, Maria Marosi <mmarcsilla13@gmail.com> wrote:Hello,
I don't see the other address where it is going.
Does it mean it is orderrd and it will arrive in next week?
Thank you.
Maria
On Saturday, 27 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hello,
Thank you for arranging the replacement.
Could you please prioritise this shipment? The customer has already experienced a delay with the original order, so we have assured her that this replacement will arrive within 16 days.
Please confirm that this can be arranged and let us know once the replacement has been dispatched. We would also appreciate it if you could provide the tracking number once available.
Thank you for your support.
Kind regards,
Marlow London
On Thu, Jun 25, 2026 at 15:43, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
T
Please see below what I sent you 3 days ago. Please see the link
https://marlow-london.com/collections/coats-jackets/products/sadhbh-elegant-city-trench-coat (https://marlow-london.com/collections/coats-jackets/products/sadhbh-elegant-city-trench-coat)
Dear Marlow London Support,
Thank you for your email.
I would like to take one coat for your collections.
Please see the attached picure, Beige colour size S.
Please see the attached picture.
Does it mean it will be here quicker than 16days?
Kind regards,
Maria
On Thursday, 25 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for your email.
We apologise for any confusion. It seems there may have been a misunderstanding regarding our previous message.
We offered you the option to choose a replacement product instead of proceeding with the refund, but we have not yet received confirmation of which option you would like to take. Could you please let us know whether you would like to select a replacement item from our collection? If so, simply send us the name or link to the product you would like, and we will be happy to review it and arrange the replacement for you.
We look forward to your reply so we can resolve this for you as quickly as possible.
Kind regards,
Marlow London Support
On Wed, Jun 24, 2026 at 22:36, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
Dear Marlow London Support,
I did not hear from you since my last email what I sent two days ago.
Just started to think, its been a week now just sending emails and notthing has happened.
I provided the request what you asked me to do but I am reaching the end of my patience.
Could you please reply back with the information of a delivery as soon as posibble?
Othervise I will send back both dresses and I want the full refund. This is unaccetable.
Kind regards,
Maria
On Monday, 22 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
T
Hi Anna,
Thank you for your email.
The same address please.
Kind regards,
Maria
On Sunday, 28 June 2026, <support@marlow-london.com> wrote:
> Dear Maria,
>
> Thank you for your message, and apologies for the confusion.
>
> To confirm: your replacement trench coat (Sadhbh Elegant City Trench Coat,
> Beige, Size S) has been arranged and we have asked our fulfilment team to
> prioritise the dispatch. As soon as it leaves the warehouse, you will
> receive a confirmation email with a tracking link so you can follow it on
> our website.
>
> Regarding the delivery address — please rest assured the replacement will
> be sent to the same address as your original order. If you would like it
> shipped to a different address, please reply with the full updated address
> and we will do our best to update it before dispatch.
>
> We are doing everything we can to get this to you as quickly as possible,
> and we will update you as soon as we have tracking details to share. It is
> safe to assume that it will arrive around next week!
>
> Thank you for your patience, Maria.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Sun, Jun 28, 2026 at 09:59, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Hello,
>
>
> I don't see the other address where it is going.
>
> Does it mean it is orderrd and it will arrive in next week?
>
>
> Thank you.
>
> Maria
>
>
>
> On Saturday, 27 June 2026, <support@marlow-london.com> wrote:
>
> Hello,
>
> Thank you for arranging the replacement.
>
> Could you please prioritise this shipment? The customer has already
> experienced a delay with the original order, so we have assured her that
> this replacement will arrive within *16 days*.
>
> Please confirm that this can be arranged and let us know once the
> replacement has been dispatched. We would also appreciate it if you could
> provide the tracking number once available.
>
> Thank you for your support.
>
> Kind regards,
> Marlow London
>
>
>
>
> On Thu, Jun 25, 2026 at 15:43, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> T
>
> Please see below what I sent you 3 days ago.
> Please see the link
>
> https://marlow-london.com/collections/coats-jackets/products
> /sadhbh-elegant-city-trench-coat
>
>
> Dear Marlow London Support,
>
>
> Thank you for your email.
>
> I would like to take one coat for your collections.
>
> Please see the attached picure, Beige colour size S.
>
> Please see the attached picture.
>
> Does it mean it will be here quicker than 16days?
>
>
> Kind regards,
>
>
> Maria
>
> On Thursday, 25 June 2026, <support@marlow-london.com> wrote:
>
> Dear Maria,
>
> Thank you for your email.
>
> We apologise for any confusion. It seems there may have been a
> misunderstanding regarding our previous message.
>
> We offered you the option to choose a replacement product instead of
> proceeding with the refund, but we have not yet received confirmation of
> which option you would like to take. Could you please let us know whether
> you would like to select a replacement item from our collection? If so,
> simply send us the name or link to the product you would like, and we will
> be happy to review it and arrange the replacement for you.
>
> We look forward to your reply so we can resolve this for you as quickly as
> possible.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Wed, Jun 24, 2026 at 22:36, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Dear Marlow Lo
Dear Maria,
Thank you for your reply.
Yes, we can confirm that everything has been arranged successfully and the replacement will be sent to the same delivery address as your original order.
Your replacement order is now being processed, and as soon as it has been dispatched, you will receive a confirmation email with the tracking details.
Thank you for your patience, and we hope you enjoy your replacement item.
Kind regards,
Marlow London Support
On Mon, Jun 29, 2026 at 16:58, Maria Marosi <mmarcsilla13@gmail.com> wrote: Hi Anna,
Thank you for your email.
The same address please.
Kind regards,
Maria
On Sunday, 28 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for your message, and apologies for the confusion.
To confirm: your replacement trench coat (Sadhbh Elegant City Trench Coat, Beige, Size S) has been arranged and we have asked our fulfilment team to prioritise the dispatch. As soon as it leaves the warehouse, you will receive a confirmation email with a tracking link so you can follow it on our website.
Regarding the delivery address — please rest assured the replacement will be sent to the same address as your original order. If you would like it shipped to a different address, please reply with the full updated address and we will do our best to update it before dispatch.
We are doing everything we can to get this to you as quickly as possible, and we will update you as soon as we have tracking details to share. It is safe to assume that it will arrive around next week!
Thank you for your patience, Maria.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sun, Jun 28, 2026 at 09:59, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
Hello,
I don't see the other address where it is going.
Does it mean it is orderrd and it will arrive in next week?
Thank you.
Maria
On Saturday, 27 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hello,
Thank you for arranging the replacement.
Could you please prioritise this shipment? The customer has already experienced a delay with the original order, so we have assured her that this replacement will arrive within 16 days.
Please confirm that this can be arranged and let us know once the replacement has been dispatched. We would also appreciate it if you could provide the tracking number once available.
Thank you for your support.
Kind regards,
Marlow London
On Thu, Jun 25, 2026 at 15:43, Maria Marosi <mmarcsilla13@gmail.com (mailto:mmarcsilla13@gmail.com)> wrote:
T
Please see below what I sent you 3 days ago. Please see the link
https://marlow-london.com/collections/coats-jackets/products/sadhbh-elegant-city-trench-coat (https://marlow-london.com/collections/coats-jackets/products/sadhbh-elegant-city-trench-coat)
Dear Marlow London Support,
Thank you for your email.
I would like to take one coat for your collections.
Please see the attached picure, Beige colour size S.
Please see the attached picture.
Does it mean it will be here quicker than 16days?
Kind regards,
Maria
On Thursday, 25 June 2026, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Maria,
Thank you for your email.
We apologise for any confusion. It seems there may have been a misunderstanding regarding our previous message.
We offered you the option to choose a replacement product instead of proceeding with the refund, but we have not yet received confirmation of which option you would like to take. Could you please let us know whether you would like to select a replacement item from our collection? If so, simply send us the name or link to the product you would like, and we will be happy to review it and arrange the replacement for you.
We look forward to your reply so we can resolve this
Dear Marlow London Support,
It is been three weeks and nothing had happened.
I did not receive any tracking details.
I am very dissapointed this stage....
Can you give me any information what is happening?
Regards,
Maria
On Tuesday, 30 June 2026, support@marlow-london.com <
support@marlow-london.com> wrote:
> Dear Maria,
>
> Thank you for your reply.
>
> Yes, we can confirm that everything has been arranged successfully and the
> replacement will be sent to the *same delivery address* as your original
> order.
>
> Your replacement order is now being processed, and as soon as it has been
> dispatched, you will receive a confirmation email with the tracking details.
>
> Thank you for your patience, and we hope you enjoy your replacement item.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Mon, Jun 29, 2026 at 16:58, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Hi Anna,
>
>
> Thank you for your email.
>
> The same address please.
>
> Kind regards,
>
>
> Maria
>
> On Sunday, 28 June 2026, <support@marlow-london.com> wrote:
>
> Dear Maria,
>
> Thank you for your message, and apologies for the confusion.
>
> To confirm: your replacement trench coat (Sadhbh Elegant City Trench Coat,
> Beige, Size S) has been arranged and we have asked our fulfilment team to
> prioritise the dispatch. As soon as it leaves the warehouse, you will
> receive a confirmation email with a tracking link so you can follow it on
> our website.
>
> Regarding the delivery address — please rest assured the replacement will
> be sent to the same address as your original order. If you would like it
> shipped to a different address, please reply with the full updated address
> and we will do our best to update it before dispatch.
>
> We are doing everything we can to get this to you as quickly as possible,
> and we will update you as soon as we have tracking details to share. It is
> safe to assume that it will arrive around next week!
>
> Thank you for your patience, Maria.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Sun, Jun 28, 2026 at 09:59, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> Hello,
>
>
> I don't see the other address where it is going.
>
> Does it mean it is orderrd and it will arrive in next week?
>
>
> Thank you.
>
> Maria
>
>
>
> On Saturday, 27 June 2026, <support@marlow-london.com> wrote:
>
> Hello,
>
> Thank you for arranging the replacement.
>
> Could you please prioritise this shipment? The customer has already
> experienced a delay with the original order, so we have assured her that
> this replacement will arrive within *16 days*.
>
> Please confirm that this can be arranged and let us know once the
> replacement has been dispatched. We would also appreciate it if you could
> provide the tracking number once available.
>
> Thank you for your support.
>
> Kind regards,
> Marlow London
>
>
>
>
> On Thu, Jun 25, 2026 at 15:43, Maria Marosi <mmarcsilla13@gmail.com>
> wrote:
>
> T
>
> Please see below what I sent you 3 days ago.
> Please see the link
>
> https://marlow-london.com/collections/coats-jackets/
> products/sadhbh-elegant-city-trench-coat
>
>
> Dear Marlow London Support,
>
>
> Thank you for your email.
>
> I would like to take one coat for your collections.
>
> Please see the attached picure, Beige colour size S.
>
> Please see the attached picture.
>
> Does it mean it will be here quicker than 16days?
>
>
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Maria Marosi
Email:
mmarcsilla13@gmail.com
Body:
Dear Marlow London Support,
It is been three weeks and nothing had happened.
I did not receive any tracking details.
I am very dissapointed this stage....
Did not recwive any reply for my email 3 days therfore I send it
here... hoping soneone will reply to me.
Can you give me any information what is happening?
Regards,
Maria
Hi Maria,
I am so sorry for the wait on your replacement, and for not getting back to you sooner. That is genuinely not the experience we want for you.
I do not want to give you a tracking number that turns out to be the wrong one, so I am checking directly with our supplier right now on exactly where your replacement trench coat is and when it will reach you. I will come straight back to you as soon as I hear, and I am keeping a personal eye on this one.
Thank you for your patience, and again, I am sorry this has dragged on.
Warm regards,
Anna
Customer Care Team
Marlow London
Good evening Anna,
Thank you for your reply.
Despite an exchange of 18 emails, no meaningful progress has been made
regarding my case.
In the last email, I received confirmation that the replacement product
that I selected would arrive within 16 days. Unfortunately, this has not
happened to date.
Therefore I request a refund of the full value of my order within 5
business days; otherwise, my lawyer will contact you.
Regards,
Maria
On Sat, 11 Jul 2026 at 02:21, <support@marlow-london.com> wrote:
> Hi Maria,
>
> I am so sorry for the wait on your replacement, and for not getting back
> to you sooner. That is genuinely not the experience we want for you.
>
> I do not want to give you a tracking number that turns out to be the wrong
> one, so I am checking directly with our supplier right now on exactly where
> your replacement trench coat is and when it will reach you. I will come
> straight back to you as soon as I hear, and I am keeping a personal eye on
> this one.
>
> Thank you for your patience, and again, I am sorry this has dragged on.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Dear Maria,
I wanted to write to you personally, because after reading through everything you have been put through, I don't think this should go on any longer.
You have been more patient than anyone should have to be, and this clearly has not been handled the way it should have been from the start. There is no argument to be had here, you should have your money back, plainly and simply.
I am arranging a full refund of your order to your original payment method right now. It will be with you within 3 to 5 business days, and there is nothing further you need to do or send back.
I am truly sorry for how long this has dragged on and for all the frustration it has caused you. That is simply not how we want any of our customers to be treated, and I am sorry it has taken this long to put right.
Thank you for bearing with us, Maria.
Warm regards,
Marlow
Marlow London