Case #814 — Marlow London
charlett_elcock85@yahoo.com · order 3090 · state imported · label none yet · rung 0
Facts
Order #3090 confirmed
open
not set
2026-07-24 09:36:22
—
2026-08-14 19:30:08
Engine shadow decision
| id | 702 |
|---|---|
| thread_key | <1535308377.2742790.1784885743708@mail.yahoo.com> |
| store_id | marlow |
| message_id | 5514 |
| case_id | 814 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | reply |
| actual_text | Hi Charlett, I am so sorry. You should not have had to chase this a second time, and I understand your frustration completely. I can see your order has now been delivered, but the refund for the Mini Leather Longchamp Bag that was accidentally added has still not reached you, even though we told you it was on its way back on the 31st of July. That is not good enough, and I am not going to give y |
| agreed | 0 |
| latency_ms | 3909 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:38:56 |
Latest draft
from decision #3589 · action=reply · 2026-08-11 08:58:42 · dry-run
Hi Charlett,
I am so sorry. You should not have had to chase this a second time, and I understand your frustration completely.
I can see your order has now been delivered, but the refund for the Mini Leather Longchamp Bag that was accidentally added has still not reached you, even though we told you it was on its way back on the 31st of July. That is not good enough, and I am not going to give you another vague timeframe.
I am escalating this right now to get your refund verified and pushed through today. I will confirm back to you directly, in writing, the moment it is done and give you the reference for it, not just a promise.
Thank you for your patience with this, Charlett. I know it has worn thin, and rightly so.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Refund was promised twice and still not delivered per customer; must escalate for verification rather than repeat an unverifiable claim or timeframe.
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Full thread
Oh guys im so sorry but I didnt mean to add and dont want the mini tote bag!! Can this be removed from the order and refunded please?
Yahoo Mail: Search, organise, conquer
On Fri, 24 Jul 2026 at 10:32, MARLOW LONDON<support@marlow-london.com> wrote: #yiv9929085956 body {margin:0;padding:0;width:100% !important;}#yiv9929085956 img {border:0;outline:none;text-decoration:none;display:block;}@media only screen and (max-width:600px) {#yiv9929085956 .yiv9929085956container {width:100% !important;}#yiv9929085956 .yiv9929085956px {padding-left:24px !important;padding-right:24px !important;}#yiv9929085956 .yiv9929085956h1 {font-size:28px !important;line-height:36px !important;}#yiv9929085956 .yiv9929085956code {font-size:22px !important;letter-spacing:4px !important;}#yiv9929085956 .yiv9929085956btn a {display:block !important;}}
Order confirmation
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Order confirmed
Thank you, charlett
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We're preparing your order with care. You'll get a shipping update as soon as it's on its way.
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A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
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| Shop now |
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Order number
#3090
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Order summary
| LONGCHAMP LE PLIAGE TOTE - BLACK - Black
Black · Qty 1 | £54.95 |
| Mini Leather Longchamp Bag - Noir - Noir
Noir · Qty 1 | £43.96 |
| Subtotal | £98.91 |
| Shipping | £0.00 |
| Total | £98.91 |
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Shipping to
charlett elcock
16 hawkeridge park
BA13 4HH Westbury
United Kingdom
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Payment
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Im so sorry i mistakenly added the mini tote bag to my order and I dont want it?! Can it be cancelled and refunded before being sent out? Or will I have to receive it then process a return? Again sorry, completely my mistake!
Yahoo Mail: Search, organise, conquer
Hi there,
No need to worry at all, mistakes like this happen all the time!
Good news, I can see order 3090 has not shipped yet, so we have caught this in plenty of time. I have passed this along to our team to have the Mini Leather Longchamp Bag - Noir removed from your order and refunded to your original payment method, so there is no need to wait for it to arrive and send it back.
Your Longchamp Le Pliage Tote in Black will still be on its way as normal, and I will follow up to confirm once the change has been made on our end.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
Thank you so much for sorting this out so quickly. I really appreciate how easy you've made the whole process.
Customer service often gets criticised, so I just wanted to recognise when it's done exceptionally well. You responded within hours, resolved my mistake straight away, and made it completely stress-free.
Thank you again to you and the team, it's genuinely appreciated.
Kind regards,
Charlett
Yahoo Mail: Search, organise, conquer
On Sat, 25 Jul 2026 at 19:31, support@marlow-london.com<support@marlow-london.com> wrote: Hi there,
No need to worry at all, mistakes like this happen all the time!
Good news, I can see order 3090 has not shipped yet, so we have caught this in plenty of time. I have passed this along to our team to have the Mini Leather Longchamp Bag - Noir removed from your order and refunded to your original payment method, so there is no need to wait for it to arrive and send it back.
Your Longchamp Le Pliage Tote in Black will still be on its way as normal, and I will follow up to confirm once the change has been made on our end.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Charlett,
That's so kind of you to take the time to write this, and honestly, it really does mean a lot. I'm the owner here at Marlow London, and your message was passed on to me because it made everyone's day.
We absolutely love helping our customers, and feedback like yours is genuinely why we do this. Thank you for being so understanding about the mix-up, and I hope you absolutely love your Longchamp when it arrives.
One small thing, if you would be so kind. If you have a moment to leave us a review, it would go a long way. We have had a few bad ones recently, and we have worked hard to improve since, so an honest word from a happy customer really does help us:
https://www.trustpilot.com/review/marlow-london.com
Thank you again, truly.
Warm regards,
Marlow
Marlow London
Hey,
could I get an update on this please. Haven't received the order also haven't received the refund?
Kind regards, Charlett
Yahoo Mail: Search, organise, conquer
On Sat, 25 Jul 2026 at 19:31, support@marlow-london.com<support@marlow-london.com> wrote: Hi there,
No need to worry at all, mistakes like this happen all the time!
Good news, I can see order 3090 has not shipped yet, so we have caught this in plenty of time. I have passed this along to our team to have the Mini Leather Longchamp Bag - Noir removed from your order and refunded to your original payment method, so there is no need to wait for it to arrive and send it back.
Your Longchamp Le Pliage Tote in Black will still be on its way as normal, and I will follow up to confirm once the change has been made on our end.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Charlett,
Thanks so much for following up. I'm really sorry we've left you without an update in the meantime - that's on me.
I can see your order 3090 has shipped and is on its way to you. You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL360370939YP - it should arrive within about a week.
On the refund for the Mini Tote, that should be heading back to your original payment method. Refunds typically land within 3 to 5 business days from when they're processed, so depending on the exact timing it may be landing very soon. I'm going to verify with the team right now that everything went through properly and will confirm back to you straight away.
I really do apologize for the gap in communication. You've been so patient and kind throughout this, and you deserve better than silence.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
10 days on from receiving the above email from you and I still have no item and no money returned to my account? I dont understand the hold up? Especially with refunding me my Monday?
Regards,
Charlett
Yahoo Mail: Search, organise, conquer
On Fri, 31 Jul 2026 at 5:32, support@marlow-london.com<support@marlow-london.com> wrote: Hi Charlett,
Thanks so much for following up. I'm really sorry we've left you without an update in the meantime - that's on me.
I can see your order 3090 has shipped and is on its way to you. You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL360370939YP - it should arrive within about a week.
On the refund for the Mini Tote, that should be heading back to your original payment method. Refunds typically land within 3 to 5 business days from when they're processed, so depending on the exact timing it may be landing very soon. I'm going to verify with the team right now that everything went through properly and will confirm back to you straight away.
I really do apologize for the gap in communication. You've been so patient and kind throughout this, and you deserve better than silence.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna, could you please let me know what's going on with the refund? You said 3-5 days and its now been double that and im still yet to receive my money back?
Regards,
Charlett
Yahoo Mail: Search, organise, conquer
On Mon, 10 Aug 2026 at 8:13, Charlett Elcock<charlett_elcock85@yahoo.com> wrote:
Hi Anna,
10 days on from receiving the above email from you and I still have no item and no money returned to my account? I dont understand the hold up? Especially with refunding me my Monday?
Regards,
Charlett
Yahoo Mail: Search, organise, conquer
On Fri, 31 Jul 2026 at 5:32, support@marlow-london.com<support@marlow-london.com> wrote: Hi Charlett,
Thanks so much for following up. I'm really sorry we've left you without an update in the meantime - that's on me.
I can see your order 3090 has shipped and is on its way to you. You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL360370939YP - it should arrive within about a week.
On the refund for the Mini Tote, that should be heading back to your original payment method. Refunds typically land within 3 to 5 business days from when they're processed, so depending on the exact timing it may be landing very soon. I'm going to verify with the team right now that everything went through properly and will confirm back to you straight away.
I really do apologize for the gap in communication. You've been so patient and kind throughout this, and you deserve better than silence.
Warm regards,
Anna
Customer Care Team
Marlow London