Case #851 — Marlow London

zara09nazir@gmail.com · order 2391 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 25 July 2026 at 10:05

Thread status

open

SLA due

not set

Opened

2026-07-25 09:05:34

Closed

—

Last updated

2026-08-14 19:30:08

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Latest draft

from decision #1680 · action=reply · 2026-07-26 12:00:33 · dry-run

Hi Zara, Thank you for reaching out, and I'm so sorry to hear your order is taking longer than expected - I completely understand that you need it as soon as possible. I can see your order #2391, and you're absolutely right that the tracking has been stuck at the "information received" stage longer than it should be. This is the initial stage where the courier has your parcel's details, but I can see it's been stuck here for about 10 days now, and that's not normal. I want to be honest with you - this is longer than our typical window, and I'm actively checking on this with our logistics partner right now to find out what's causing the delay and to get your parcel moving. You can follow the tracking here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700706840224 As a token of our apology for the inconvenience, here is a code for money off your next order: STORECREDIT15 I will come back to you as soon as I hear anything from our team, and I'm keeping a close eye on this one personally for you. In the meantime, we're expecting the parcel to arrive within about 7 to 12 days from now. Thank you for your patience, and again, I'm sorry for the wait. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Order stuck at info received for 10 days; warrants escalation email per STUCK-THEN-MOVING guidance rather than basic template

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Full thread

in zara09nazir@gmail.com → support@marlow-london.com customer 2026-07-25 09:05:34

You received a new message from your online store's contact form. Country Code: GB Name: Zara Nazir Email: zara09nazir@gmail.com Body: Hi, My order hasn’t arrived yet it has currently been 9 days since i ordered, there has been no emails to show whether it has been received by EVRI and it has been in the same position since when i first ordered there had been no movement so it you could please let me know as i need this parcel as soon as possible

out support@marlow-london.com → zara09nazir@gmail.com tool 2026-07-27 11:13:35