Case #811 — Marlow London

Hi I ordered and paid for a Longchamp bag on Monday 20 July. I’ve had no communication regarding the delivery of the bag. Can you please advise. The address is 54 Dunlambert Park Belfast BT15 3NL 07454012431 Thank you Una Delargy Sent from my iPhone

Hi my address is 54 Dunlambert Park, Fortwilliam, Belfast, Northern Ireland, BT15 3NL not 50-54 can this be amended please. Thank you Una Sent from my iPhone > On 24 Jul 2026, at 08:59, support@marlow-london.com wrote: > > Hi there, > > Good news, order 2739 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=YT2620100711793608 > > 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

Anna how would the replacement work? The address you have is incorrect. This is not the address I gave when I ordered the bag. Thank you Una Sent from my iPhone > On 25 Jul 2026, at 17:40, support@marlow-london.com wrote: > > Hi Una, > > Thank you for following up, and sorry for the mix up with the address details. > > I have checked order 2739, and unfortunately it is already past the short window we have for updating an address directly on our end, so I am not able to change it here. > > The order is already logged with the courier and being prepared for collection, so the best step now is to contact them directly with your tracking number, as they are often able to update or redirect the delivery address before it goes out. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711793608 > > Alternatively, if the redirect does not work out with them, I would be happy to arrange a completely free replacement sent directly to your new address instead, just let me know if you would like that and I will get it moving. > > Sorry again for the inconvenience, and please let me know if there is anything else I can help with. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna I think it might be best if a replacement is sent to me as the address to which the other bag has been sent it completely incorrect. This is the first time I have ordered from Marlow and I do not seem to be having a very positive experience. Thank you for all your help Una Sent from my iPhone > On 29 Jul 2026, at 14:39, support@marlow-london.com wrote: > > Hi Una, > > Absolutely, I'm happy to explain. > > If you'd like to go ahead with the free replacement, we would arrange for a brand new Longchamp Le Pliage Tote in navy to be sent directly to your correct address (54 Dunlambert Park, Fortwilliam, Belfast, BT15 3NL). There's no cost to you, and nothing for you to send back. > > As I mentioned, you still have the option to try contacting the courier first with your tracking number to see if they can redirect the current parcel - that's often the quickest solution. But if you'd prefer, we can skip that step and arrange the replacement straight away. > > You can follow the current parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711793608 > > Just let me know which you'd prefer - should we try the courier redirect first, or shall I arrange the free replacement to your new address right away? > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna I think you should send replacement as I still haven’t received and it’s totally wrong address. I am very disappointed with this as it’s my first time using Marlow but I don’t seem to have had a very good experience with you so far. Thank you for your help Una Sent from my iPhone > On 29 Jul 2026, at 14:39, support@marlow-london.com wrote: > > Hi Una, > > Absolutely, I'm happy to explain. > > If you'd like to go ahead with the free replacement, we would arrange for a brand new Longchamp Le Pliage Tote in navy to be sent directly to your correct address (54 Dunlambert Park, Fortwilliam, Belfast, BT15 3NL). There's no cost to you, and nothing for you to send back. > > As I mentioned, you still have the option to try contacting the courier first with your tracking number to see if they can redirect the current parcel - that's often the quickest solution. But if you'd prefer, we can skip that step and arrange the replacement straight away. > > You can follow the current parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711793608 > > Just let me know which you'd prefer - should we try the courier redirect first, or shall I arrange the free replacement to your new address right away? > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna If you are agreeable to sending me a replacement bag, could I have the Fawn colour please if that would be ok? Thank you Una Sent from my iPhone > On 29 Jul 2026, at 17:39, Una Delargy <udelargy@hotmail.co.uk> wrote: > > Hi Anna > > I think you should send replacement as I still haven’t received and it’s totally wrong address. > > I am very disappointed with this as it’s my first time using Marlow but I don’t seem to have had a very good experience with you so far. > > Thank you for your help > > Una > Sent from my iPhone > >> On 29 Jul 2026, at 14:39, support@marlow-london.com wrote: >> >> Hi Una, >> >> Absolutely, I'm happy to explain. >> >> If you'd like to go ahead with the free replacement, we would arrange for a brand new Longchamp Le Pliage Tote in navy to be sent directly to your correct address (54 Dunlambert Park, Fortwilliam, Belfast, BT15 3NL). There's no cost to you, and nothing for you to send back. >> >> As I mentioned, you still have the option to try contacting the courier first with your tracking number to see if they can redirect the current parcel - that's often the quickest solution. But if you'd prefer, we can skip that step and arrange the replacement straight away. >> >> You can follow the current parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711793608 >> >> Just let me know which you'd prefer - should we try the courier redirect first, or shall I arrange the free replacement to your new address right away? >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Hi Anna Thank you so much but would there be any chance I could change the colour of this to fawn? I would really appreciate this and thank you for all your help. Una Sent from my iPhone > On 31 Jul 2026, at 05:06, support@marlow-london.com wrote: > > Hi Una, > > I'm truly sorry you've had such a poor experience with your first order from us - that's genuinely not how we want things to go, and you absolutely deserve better. > > I'm happy to confirm that I've arranged a brand new Longchamp Le Pliage Tote in navy to be sent directly to your correct address at 54 Dunlambert Park, Fortwilliam, Belfast, BT15 3NL. There's absolutely no cost to you, and nothing for you to send back. > > You'll receive a tracking confirmation email as soon as it ships, and from there you can follow its progress. > > I'm genuinely sorry for the confusion with the address on your original order and all the back-and-forth this has caused. Your feedback really matters to us, and we will make sure we do better for you and other customers going forward. > > If there's anything else I can help with, please just let me know. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thank you Anna that would be great. I really do appreciate your efforts. Thank you Una Sent from my iPhone > On 31 Jul 2026, at 21:19, support@marlow-london.com wrote: > > Hi Una, > > I sincerely apologize - I should have addressed your request for the Fawn colour in my previous email, and that's on me. I completely understand you'd prefer the Fawn, and I'm going to reach out to the manufacturer right now to see if we can update the replacement from Navy to Fawn before it ships. > > I'll come straight back to you as soon as I hear, and I really hope we can make this happen for you. > > Thank you for your patience. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thank you again Anna Sent from my iPhone > On 1 Aug 2026, at 05:06, support@marlow-london.com wrote: > > Hi Una, > > You're so welcome - I'm on it and will be in touch as soon as I hear back from them. Thank you for your patience. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna Many thanks. You have been extremely helpful. Thank you for all the time and effort you’ve put into this. Thank you Una Sent from my iPhone > On 3 Aug 2026, at 13:52, support@marlow-london.com wrote: > > Hi Una, > > Thank you again for your patience. I'm glad to confirm we've secured the Fawn colour for you, and I've now got your replacement tote moving to be sent out in Fawn to your correct address in Belfast. > > You'll get a tracking confirmation as soon as it ships. Thank you again for sticking with us through this - I really hope this one arrives just right for you. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna I am worried about this transaction as there are no merchant details. Can you confirm your company details. The company’s identity and location seem somewhat confusing. You say London based yet you have a Dutch phone number. My bank are querying the transaction made on 20 July. Una Sent from my iPhone > On 3 Aug 2026, at 13:59, Una Delargy <udelargy@hotmail.co.uk> wrote: > > Hi Anna > > Many thanks. You have been extremely helpful. > > Thank you for all the time and effort you’ve put into this. > > Thank you > > Una > Sent from my iPhone > >> On 3 Aug 2026, at 13:52, support@marlow-london.com wrote: >> >> Hi Una, >> >> Thank you again for your patience. I'm glad to confirm we've secured the Fawn colour for you, and I've now got your replacement tote moving to be sent out in Fawn to your correct address in Belfast. >> >> You'll get a tracking confirmation as soon as it ships. Thank you again for sticking with us through this - I really hope this one arrives just right for you. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Thank you for this Anna. I have provided my bank with all details. Can I just ask are the bags authentic longchamp bags you are selling. These will have authentic codes on the inside label. I’m sorry for all the questions but first of all I assumed the company was based in London from the advertising portrayed . It’s two weeks since I ordered and my delivery address was wrong. I just wonder when I am likely to receive the bag. Thank you Una Sent from my iPhone > On 3 Aug 2026, at 14:47, support@marlow-london.com wrote: > > Hi Una, > > Totally fair question, especially with your bank asking about it. Marlow London is a real, registered business - it trades as Reinier Benjamin Savelsberg, KvK number 88885453, registered in Amsterdam, Netherlands. That is why our phone number is Dutch, our support and operations sit there even though we trade under the Marlow London name and ship to UK customers. > > Your order 2739 and the Fawn replacement we have been sorting for you are both real, logged orders on our system, not anything fraudulent. If your bank needs anything from us to confirm the transaction, just let me know what they are asking for and I will help however I can. > > Warm regards, > Anna > Customer Care Team > Marlow London

H Anna In this case I’d like to ask for a refund as based on the description provided, I assumed I was receive a longchamp bag as it was directly advertised as such. I do not wish to receive an unauthentic product. Thank you Una Sent from my iPhone > On 3 Aug 2026, at 15:06, support@marlow-london.com wrote: > > Hi Una, > > Thank you for asking directly, and no need to apologise for the questions. > > On authenticity: no, these are not authorised Longchamp products and we are not a Longchamp stockist. We sell manufacturer-direct Le Pliage style bags. I would rather tell you that plainly than let you find out from your bank or anyone else. > > On delivery: your Fawn replacement has now been dispatched. The tracking number is YT2620100711793608 with YunExpress, and you can follow it at https://marlow-london.com/apps/parcelpanel?nums=YT2620100711793608. That is the bag on its way to your correct address (54 Dunlambert Park, Fortwilliam, Belfast, BT15 3NL). > > If your bank needs anything further from us to verify the transaction, just let me know and I will get it to you. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna The tracking number you have provided here is for the first order of the navy bag. I would also request an immediate refund on the basis of false information and advertising please, Una Sent from my iPhone > On 3 Aug 2026, at 15:14, Una Delargy <udelargy@hotmail.co.uk> wrote: > > H Anna > > In this case I’d like to ask for a refund as based on the description provided, I assumed I was receive a longchamp bag as it was directly advertised as such. > > I do not wish to receive an unauthentic product. > > Thank you > > Una > Sent from my iPhone > >> On 3 Aug 2026, at 15:06, support@marlow-london.com wrote: >> >> Hi Una, >> >> Thank you for asking directly, and no need to apologise for the questions. >> >> On authenticity: no, these are not authorised Longchamp products and we are not a Longchamp stockist. We sell manufacturer-direct Le Pliage style bags. I would rather tell you that plainly than let you find out from your bank or anyone else. >> >> On delivery: your Fawn replacement has now been dispatched. The tracking number is YT2620100711793608 with YunExpress, and you can follow it at https://marlow-london.com/apps/parcelpanel?nums=YT2620100711793608. That is the bag on its way to your correct address (54 Dunlambert Park, Fortwilliam, Belfast, BT15 3NL). >> >> If your bank needs anything further from us to verify the transaction, just let me know and I will get it to you. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Hi Anna No unfortunately not. I do not wish to receive any items from you. Your website is massively misleading and false. Please refund my total amount paid. I also shall be reporting this to my banks fraud department (they are currently aware of communications) Una Sent from my iPhone > On 3 Aug 2026, at 15:39, support@marlow-london.com wrote: > > Hi Una, > > I understand, and thank you for asking me directly earlier - I wanted you to have the full picture rather than find out from anyone else. > > Rather than a refund, here's what I can offer: 30 percent cashback straight to your original payment method, and you keep the Fawn tote that's on its way to you, nothing to send back. > > Would that work for you? > > Warm regards, > Anna > Customer Care Team > Marlow London

I am writing to formally demand a full refund for the ‘Longchamp’ bag purchased from your company. I have now established that the item supplied is not an authentic Longchamp product. At no stage before, during or even after (until I questioned it) was the item clearly described as non-authentic, a replica or a counterfeit product. The bag has been materially misrepresented and not as described. The omission of this critical information influenced my decision to purchase the item. Had the true nature of the product been disclosed, I would never have proceeded with the transaction. Please issue me with a full refund asap. Una Sent from my iPhone > On 3 Aug 2026, at 15:43, Una Delargy <udelargy@hotmail.co.uk> wrote: > > Hi Anna > > No unfortunately not. I do not wish to receive any items from you. Your website is massively misleading and false. > > Please refund my total amount paid. I also shall be reporting this to my banks fraud department (they are currently aware of communications) > > Una > Sent from my iPhone > >> On 3 Aug 2026, at 15:39, support@marlow-london.com wrote: >> >> Hi Una, >> >> I understand, and thank you for asking me directly earlier - I wanted you to have the full picture rather than find out from anyone else. >> >> Rather than a refund, here's what I can offer: 30 percent cashback straight to your original payment method, and you keep the Fawn tote that's on its way to you, nothing to send back. >> >> Would that work for you? >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Hi Please can someone respond to my previous correspondence sent yesterday. I would like to resolve this issue as soon as possible otherwise I will have no option but to instigate legal proceedings. Thank you Una Sent from my iPhone > On 3 Aug 2026, at 15:57, Una Delargy <udelargy@hotmail.co.uk> wrote: > > I am writing to formally demand a full refund for the ‘Longchamp’ bag purchased from your company. > > I have now established that the item supplied is not an authentic Longchamp product. At no stage before, during or even after (until I questioned it) was the item clearly described as non-authentic, a replica or a counterfeit product. The bag has been materially misrepresented and not as described. > > The omission of this critical information influenced my decision to purchase the item. Had the true nature of the product been disclosed, I would never have proceeded with the transaction. > > Please issue me with a full refund asap. > > Una > Sent from my iPhone > >> On 3 Aug 2026, at 15:43, Una Delargy <udelargy@hotmail.co.uk> wrote: >> >> Hi Anna >> >> No unfortunately not. I do not wish to receive any items from you. Your website is massively misleading and false. >> >> Please refund my total amount paid. I also shall be reporting this to my banks fraud department (they are currently aware of communications) >> >> Una >> Sent from my iPhone >> >>>> On 3 Aug 2026, at 15:39, support@marlow-london.com wrote: >>> >>> Hi Una, >>> >>> I understand, and thank you for asking me directly earlier - I wanted you to have the full picture rather than find out from anyone else. >>> >>> Rather than a refund, here's what I can offer: 30 percent cashback straight to your original payment method, and you keep the Fawn tote that's on its way to you, nothing to send back. >>> >>> Would that work for you? >>> >>> Warm regards, >>> Anna >>> Customer Care Team >>> Marlow London

I have had no response to any communication regarding the refund requested. Please can someone contact me urgently. Una Sent from my iPhone > On 4 Aug 2026, at 08:47, Una Delargy <udelargy@hotmail.co.uk> wrote: > > Hi > > Please can someone respond to my previous correspondence sent yesterday. > > I would like to resolve this issue as soon as possible otherwise I will have no option but to instigate legal proceedings. > > Thank you > > Una > Sent from my iPhone > >> On 3 Aug 2026, at 15:57, Una Delargy <udelargy@hotmail.co.uk> wrote: >> >> I am writing to formally demand a full refund for the ‘Longchamp’ bag purchased from your company. >> >> I have now established that the item supplied is not an authentic Longchamp product. At no stage before, during or even after (until I questioned it) was the item clearly described as non-authentic, a replica or a counterfeit product. The bag has been materially misrepresented and not as described. >> >> The omission of this critical information influenced my decision to purchase the item. Had the true nature of the product been disclosed, I would never have proceeded with the transaction. >> >> Please issue me with a full refund asap. >> >> Una >> Sent from my iPhone >> >>>> On 3 Aug 2026, at 15:43, Una Delargy <udelargy@hotmail.co.uk> wrote: >>> >>> Hi Anna >>> >>> No unfortunately not. I do not wish to receive any items from you. Your website is massively misleading and false. >>> >>> Please refund my total amount paid. I also shall be reporting this to my banks fraud department (they are currently aware of communications) >>> >>> Una >>> Sent from my iPhone >>> >>>>> On 3 Aug 2026, at 15:39, support@marlow-london.com wrote: >>>> >>>> Hi Una, >>>> >>>> I understand, and thank you for asking me directly earlier - I wanted you to have the full picture rather than find out from anyone else. >>>> >>>> Rather than a refund, here's what I can offer: 30 percent cashback straight to your original payment method, and you keep the Fawn tote that's on its way to you, nothing to send back. >>>> >>>> Would that work for you? >>>> >>>> Warm regards, >>>> Anna >>>> Customer Care Team >>>> Marlow London

Hi Anna This whole experience has been so stressful. Just to advise you that the navy bag which states order delivered, did not arrive at my address as it was wrong. I also have never received a different tracking number for the fawn bag you said was dispatched and on top of all of this, I have discovered that the bags are not authentic products. I shall never order anything from Marlow again. Una Sent from my iPhone > On 3 Aug 2026, at 15:43, Una Delargy <udelargy@hotmail.co.uk> wrote: > > Hi Anna > > No unfortunately not. I do not wish to receive any items from you. Your website is massively misleading and false. > > Please refund my total amount paid. I also shall be reporting this to my banks fraud department (they are currently aware of communications) > > Una > Sent from my iPhone > >> On 3 Aug 2026, at 15:39, support@marlow-london.com wrote: >> >> Hi Una, >> >> I understand, and thank you for asking me directly earlier - I wanted you to have the full picture rather than find out from anyone else. >> >> Rather than a refund, here's what I can offer: 30 percent cashback straight to your original payment method, and you keep the Fawn tote that's on its way to you, nothing to send back. >> >> Would that work for you? >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London