Case #835 — Marlow London
emilycodling@hotmail.co.uk · order 2511 · state imported · label none yet · rung 0
Facts
New customer message on 24 July 2026 at 20:30
open
not set
2026-07-24 19:32:13
—
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 #2034 · action=reply · 2026-07-28 22:40:35 · dry-run
Hi Emily,
I am so sorry - I can absolutely understand why this feels alarming, especially after multiple messages with no reply. We are a real, operating company, and I want to put your mind at ease and get this sorted properly for you right now.
We can confirm your order 2511 is genuine and was processed - it has not been lost or ignored, and I am sorry it has felt that way. I did reply to your first message on the 26th confirming the order and its tracking status, though it's very possible it landed in a spam or junk folder given the trouble you've described, so let me repeat the key details here: the parcel was showing as "information received" with the courier, meaning it's registered and in the early stages of transit - this stage can stay quiet for several days before the next scan happens, which is normal for our international parcels, though I understand that offers little comfort given how long this has already dragged on.
I do not want to make any promises I cannot keep, so rather than guess further at exactly where it stands today, I am flagging this to a member of our team right now so someone can check the very latest status and get back to you personally, given how much this has escalated. You should not need to wait until the 15-day mark with your bank for us to sort this out.
I am genuinely sorry for the frustration and the silence you've experienced - that is not how we want to treat our customers, and we are taking it seriously.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: HIGH PRIORITY - customer has emailed 4+ times, now threatening a bank fraud claim/chargeback (bank claim starts in 5 days) and contacting the authorities. No decision row existed at all (orphan). We DID actually reply once before (2740, 26 July) but she says she never heard back - likely a spam-folder / delivery issue, or she's counting the earlier unanswered emails (2603, 2837) which is fair. I did NOT promise a refund (order is still in transit, not eligible per NO-REFUND-ON-NOT-ARRIVED hard rule) and did NOT invent a new tracking stage since I have no live carrier data - referenced only what our last reply already told her (info received). OPERATOR ACTION NEEDED URGENTLY: this needs an actual human to (1) verify order #2511's live status before it goes any further, (2) confirm previous replies actually sent/delivered, (3) decide if this warrants escalation given the bank-fraud-claim clock. Flagging as a case that could turn into a chargeback/dispute within the week.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emily Codling
Email:
emilycodling@hotmail.co.uk
Body:
Good evening, I ordered a bag last week. I haven’t
received a confirmation email, but the money has been taken from
my account. We’ve returned from holiday today, but nothing has
been delivered. As I don’t have an email, I can’t track it. Are
you able to help please?
Hi Emily,
Thank you for reaching out, and I am sorry the confirmation email hasn't arrived - these often land in spam or junk folders, so it might be worth checking those first.
I have looked up your details and I can see order #2511 has been processed and is on its way to you. The tracking currently shows information received, which is the normal early stage for our international parcels - it simply means the courier has your details and the parcel is preparing for pickup. It is completely normal for this to take a few days before the next scan happens.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2619800708596988
We estimate it should arrive within about 7 to 12 days.
If tracking is still stuck after a week or so, just let me know and I will look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning,
I’m emailing about a missing bag that I ordered two weeks ago. I never received an order confirmation email, but the money has been taken from my account.
I did email last week and at the weekend, but haven’t heard anything back.
Best wishes,
Emily
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emily Codling
Email:
emilycodling@hotmail.co.uk
Body:
Good morning,
I’m emailing about a missing bag that I ordered two weeks ago. I
never received an order confirmation email, but the money has
been taken from my account.
I did email last week and at the weekend, but haven’t heard
anything back.
Best wishes,
Emily
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emily Codling
Email:
emilycodling@hotmail.co.uk
Body:
This is the fourth time I have contacted you. I can only
think this is a fraudulent website and will be contacting my bank
and the authorities tomorrow.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Emily Codling
Email:
emilycodling@hotmail.co.uk
Body:
I have contacted my bank - they have told me that they
will start a claim and report for fraud 15 days after the money
left my account. This was the 18th July, so the process will
start in 5 days time. In the meantime, if you are a real company,
it would be helpful if you responded to my messages.
I have now contacted my bank. The advice is that to begin proceedings, I need to wait for 15 days after you took my money from my bank account. That is in 5 days time.
In the meantime, if you are a real company, it would be helpful if you responded to my messages.
________________________________
From: Emily Codling <emilycodling@hotmail.co.uk>
Sent: 27 July 2026 10:47
To: support@marlow-london.com <support@marlow-london.com>
Subject: Missing item
Good morning,
I’m emailing about a missing bag that I ordered two weeks ago. I never received an order confirmation email, but the money has been taken from my account.
I did email last week and at the weekend, but haven’t heard anything back.
Best wishes,
Emily
Hi Emily,
I am so sorry - I can absolutely understand why this feels alarming, especially after multiple messages with no reply. We are a real, operating company, and I want to put your mind at ease and get this sorted properly for you right now.
We can confirm your order 2511 is genuine and was processed - it has not been lost or ignored, and I am sorry it has felt that way. I did reply to your first message on the 26th confirming the order and its tracking status, though it's very possible it landed in a spam or junk folder given the trouble you've described, so let me repeat the key details here: the parcel was showing as "information received" with the courier, meaning it's registered and in the early stages of transit - this stage can stay quiet for several days before the next scan happens, which is normal for our international parcels, though I understand that offers little comfort given how long this has already dragged on.
I do not want to make any promises I cannot keep, so rather than guess further at exactly where it stands today, I am flagging this to a member of our team right now so someone can check the very latest status and get back to you personally, given how much this has escalated. You should not need to wait until the 15-day mark with your bank for us to sort this out.
I am genuinely sorry for the frustration and the silence you've experienced - that is not how we want to treat our customers, and we are taking it seriously.
Warm regards,
Anna
Customer Care Team
Marlow London