Case #787 — Marlow London
andylamb1977@gmail.com · order 2683 · state imported · label none yet · rung 0
Facts
New customer message on 23 July 2026 at 16:33
open
not set
2026-07-23 15:33:32
—
2026-08-14 19:30:08
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Latest draft
from decision #1688 · action=reply · 2026-07-26 12:11:03 · dry-run
Hi Andrew,
I genuinely understand your frustration and your disappointment about the missed deadline - I am truly sorry.
I can see your order is still at the "information received" stage with the courier, which means the label has been created but the parcel has not yet been physically collected. There is a chance we may still be able to stop it before it leaves.
I am checking right now with our team on whether we can halt the shipment. If we can catch it in time, your full refund will be processed straight away. I will come back to you as soon as I hear.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
Again, I am very sorry for how this has gone.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Deadline-missed cancel request on FULFILLED order with info-received tracking (not yet physically collected). Case 10 applies: order is stoppable, customer entitled to try. Honest holding note: checking now whether we can halt before dispatch; conditional full refund if successful. Attaching order_change to record cancel and trigger halt attempt on our side.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Andrew Lamb
Email:
andylamb1977@gmail.com
Body:
Trying to find out when my order will arrive ?
Hi there,
Good news, order 2683 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=YT2620100701373833
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
I was told it would be 2-3 business days. Which means it should be here by
now.
To be told "if it's still stuck after about a week, let me know and I'll
look into it further for you" is not an answer I would expect.
Very poor service for a first time customer.
On Thu, 23 Jul 2026, 16:33 , <support@marlow-london.com> wrote:
> Hi there,
>
> Good news, order 2683 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=YT2620100701373833
>
> 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 Andrew,
I'm really sorry, that reply wasn't good enough, and I completely understand why it landed badly, especially as this is your first order with us.
To answer you properly: right now our shipping times are running at around 8 to 12 days rather than 2 to 3, because order volume has been much higher than usual during our current sale. I can see your tracking is still sitting at "information received", which is the very first stage the courier logs before they physically collect the parcel, and it has been a few days since that update. That is longer than we would like, but it does not mean the parcel is lost, it is a normal part of this early stage.
I am sorry for the wait, and for not giving you a straighter answer the first time around. As an apology, here is a code for 15 pounds off your next order: STORECREDIT15.
If tracking still has not moved in the next few days, please come straight back to me and I will look into it properly rather than just asking you to wait again.
Warm regards,
Anna
Customer Care Team
Marlow London
That is totally unacceptable and should have been made clear when ordering.
The item was a gift that is for this weekend.
Please cancel the order and refund my money.
You can keep the insult of a £15 credit as i will jot be shoping with you
again.
On Sat, 25 Jul 2026, 00:12 , <support@marlow-london.com> wrote:
> Hi Andrew,
>
> I'm really sorry, that reply wasn't good enough, and I completely
> understand why it landed badly, especially as this is your first order with
> us.
>
> To answer you properly: right now our shipping times are running at around
> 8 to 12 days rather than 2 to 3, because order volume has been much higher
> than usual during our current sale. I can see your tracking is still
> sitting at "information received", which is the very first stage the
> courier logs before they physically collect the parcel, and it has been a
> few days since that update. That is longer than we would like, but it does
> not mean the parcel is lost, it is a normal part of this early stage.
>
> I am sorry for the wait, and for not giving you a straighter answer the
> first time around. As an apology, here is a code for 15 pounds off your
> next order: STORECREDIT15.
>
> If tracking still has not moved in the next few days, please come straight
> back to me and I will look into it properly rather than just asking you to
> wait again.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Is this a new customer service tactic of ignoring emails and hoping the
problem will go away?
On Sat, 25 Jul 2026, 07:23 Andrew Lamb, <andylamb1977@gmail.com> wrote:
> That is totally unacceptable and should have been made clear when ordering.
>
> The item was a gift that is for this weekend.
>
> Please cancel the order and refund my money.
>
> You can keep the insult of a £15 credit as i will jot be shoping with you
> again.
>
> On Sat, 25 Jul 2026, 00:12 , <support@marlow-london.com> wrote:
>
>> Hi Andrew,
>>
>> I'm really sorry, that reply wasn't good enough, and I completely
>> understand why it landed badly, especially as this is your first order with
>> us.
>>
>> To answer you properly: right now our shipping times are running at
>> around 8 to 12 days rather than 2 to 3, because order volume has been much
>> higher than usual during our current sale. I can see your tracking is still
>> sitting at "information received", which is the very first stage the
>> courier logs before they physically collect the parcel, and it has been a
>> few days since that update. That is longer than we would like, but it does
>> not mean the parcel is lost, it is a normal part of this early stage.
>>
>> I am sorry for the wait, and for not giving you a straighter answer the
>> first time around. As an apology, here is a code for 15 pounds off your
>> next order: STORECREDIT15.
>>
>> If tracking still has not moved in the next few days, please come
>> straight back to me and I will look into it properly rather than just
>> asking you to wait again.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
>>
>
Hi Andrew,
I genuinely understand your frustration and your disappointment about the missed deadline - I am truly sorry.
I can see your order is still at the "information received" stage with the courier, which means the label has been created but the parcel has not yet been physically collected. There is a chance we may still be able to stop it before it leaves.
I am checking right now with our team on whether we can halt the shipment. If we can catch it in time, your full refund will be processed straight away. I will come back to you as soon as I hear.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
Again, I am very sorry for how this has gone.
Warm regards,
Anna
Customer Care Team
Marlow London