Case #86 — Marlow London
lidia.paruch@yahoo.co.uk · order 1332 · state imported · label none yet · rung 0
Facts
Re[2]: A shipment from order #1332 is on the way
no_response
not set
2026-06-22 14:32:41
—
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 #160 · action=reply · 2026-06-23 07:16:19 · dry-run
Hi Lidia,
Firstly, I am sorry for the slow reply, and thank you for your patience.
I am glad to confirm we are now processing the 10% cashback for you, back to your original payment method. Once it is actioned it should land within 3 to 5 business days.
Your order is still on its way to you. Given how long this has already taken, if it does not arrive, please just tell me and we will chase it directly with the courier for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: regen batch 2026-07-18 pre14-kept
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
Hi Anna Unfortunately my order didn't get delivered yet so I will go tomorrow on holiday without it.If I knew that, this was supposed to come from China I wouldn't order it. You are not giving information and this is great disappointment. Lidia Sent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 15/06/2026 15:18 (GMT+00:00) To: "lidia.paruch" <lidia.paruch@yahoo.co.uk> Subject: Re[2]: A shipment from order #1332 is on the way Hi Lidia,Thank you for getting in touch, and I completely understand wanting your parcel in good time before your holiday.Our current shipping time is was delayed a bit due to high volume from our ongoing sale, so please rest assured your order is on its way. You will receive it within 1-3 days. Tracking sometimes pauses between courier scans and then updates in one go, so a quiet period does not mean anything is wrong. We have upgraded it to Priority shipping free of charge so that it comes to you before your holiday!I sincerely appologize for the delay and I hope you love your three piece set :).Warm regards,AnnaCustomer Care TeamMarlow LondonOn Mon, Jun 15, 2026 at 14:46, lidia.paruch <lidia.paruch@yahoo.co.uk> wrote:
Where is my parcel?
Need it for holiday.
Cannot track it.
Please reply or give the money back.
Thanks. Lidia
Sent from my Galaxy
-------- Original message --------
From: MARLOW LONDON <support@marlow-london.com>
Date: 09/06/2026 12:23 (GMT+00:00)
To: lidia.paruch@yahoo.co.uk
Subject: A shipment from order #1332 is on the way
Shipped
On its way, Lidia
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002863615992CN
Carrier: Other
Track package
Items shipped
THORA | PREMIUM COTTON LINEN THREE-PIECE SET - UK 10 (M) · UK 10 (M) · Qty 1
Order number
#1332
Shipping to
Lidia ParuchAshtead, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook
Hi Lidia,
Thank you for getting back to me, and I am truly sorry your parcel did not arrive in time for your holiday. I completely understand how disappointing this is, especially after we had hoped to get it to you before you left.
Unfortunately, there have been some complications with our shipping courier due to the very high order volume from our ongoing sale, and your parcel has been caught up in that. I am so sorry for the stress this has caused, and for the lack of clear updates along the way. That is not the experience we want you to have.
As a gesture of goodwill for the inconvenience, I would like to offer you 10% cashback on your order, which you can keep on top of receiving the parcel when it does arrive. If that feels right to you, just let me know and we will get it processed to your original payment method (it usually takes 3 to 5 business days to land).
In the meantime, please do enjoy your holiday, and I will be here when you are back if there is anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 16:32, lidia.paruch <lidia.paruch@yahoo.co.uk> wrote: Hi Anna Unfortunately my order didn't get delivered yet so I will go tomorrow on holiday without it. If I knew that, this was supposed to come from China I wouldn't order it. You are not giving information and this is great disappointment. Lidia
Sent from my Galaxy
-------- Original message --------
From: support@marlow-london.com
Date: 15/06/2026 15:18 (GMT+00:00)
To: "lidia.paruch" <lidia.paruch@yahoo.co.uk>
Subject: Re[2]: A shipment from order #1332 is on the way
Hi Lidia,
Thank you for getting in touch, and I completely understand wanting your parcel in good time before your holiday.
Our current shipping time is was delayed a bit due to high volume from our ongoing sale, so please rest assured your order is on its way. You will receive it within 1-3 days. Tracking sometimes pauses between courier scans and then updates in one go, so a quiet period does not mean anything is wrong. We have upgraded it to Priority shipping free of charge so that it comes to you before your holiday!
I sincerely appologize for the delay and I hope you love your three piece set :).
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 15, 2026 at 14:46, lidia.paruch <lidia.paruch@yahoo.co.uk> wrote:
Where is my parcel? Need it for holiday. Cannot track it. Please reply or give the money back. Thanks. Lidia
Sent from my Galaxy
-------- Original message --------
From: MARLOW LONDON <support@marlow-london.com>
Date: 09/06/2026 12:23 (GMT+00:00)
To: lidia.paruch@yahoo.co.uk
Subject: A shipment from order #1332 is on the way
(https://marlow-london.com/_t/c/v3/AADfpve051csNZikFmIVr0icXVnTRmLTvqNwGD3qLM4BVrvrtRJqVxmtRrgK0rCutsHVvbRZOJjckqaRvGNl7Q1V4L8wExAaLSzgyIyyMM00qMANBfq_EbpM1Gz_t79u568nMy2LlobQyAu80Yz0w8RYueK5HBDexyCepbDiZfUFTe7Qfz6tTEf1s6VQK7RyjDMca7gVwnqkhE8uBCvSk0kMqSyM0-XNqMZC02B8ZIOVaTfYjEHCO5uSFd4x--eiu8s2JCeY9iOVVsYz-5drSQD_Ko7BYwDnPSGWA08EFOAfUY2zMgByJAzyAgjauwEOj9AJ7G5e6rIkXJzr7DWf-fc0-w==)
Shipped
On its way, Lidia
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002863615992CN
Carrier: Other
Track package (https://marlow-london.com/_t/c/v3/AAAEEvBbOE1MsZggi7zJ8ErMaVyvskftiL1zMQjHPj8wLTuNr6_TY9C-WgODJ5vuJMupETHAqaAmmW-lhIDqJxVzzUuMW8858czG25d-3Nf6URmwRYQ4lE0HmsiqmESUKjnq560mNLvRjAYTZYtZfen1MLaNbAggpreuA46CjqMUpRoXaejLvj4RUEfvVSzugxoHDZeyUDLxmJjS5yvO5GhBkoaijAFLNW_JBx_GFFEZBx1KUxwSCIqfx7yT9gi5XXJK_BDwBU3QGhWJmnMJKyz7hWnjuQkyTi6rGE73hfTOYpgg7EsUx8X8LY1hqkJ9)
Items shipped
THORA | PREMIUM COTTON LINEN THREE-PIECE SET - UK 10 (M) · UK 10 (M) · Qty 1
Order number
#1332
Shipping to
Lidia Paruch
Ashtead, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us Facebook (https://marlow
Thank you for your offer.Hope my clothes arrive in 2 weeks. Regards. Lidia Sent from my Galaxy
-------- Original message --------From: support@marlow-london.com Date: 22/06/2026 22:45 (GMT+00:00) To: "lidia.paruch" <lidia.paruch@yahoo.co.uk> Subject: Re[4]: A shipment from order #1332 is on the way Hi Lidia,Thank you for getting back to me, and I am truly sorry your parcel did not arrive in time for your holiday. I completely understand how disappointing this is, especially after we had hoped to get it to you before you left.Unfortunately, there have been some complications with our shipping courier due to the very high order volume from our ongoing sale, and your parcel has been caught up in that. I am so sorry for the stress this has caused, and for the lack of clear updates along the way. That is not the experience we want you to have.As a gesture of goodwill for the inconvenience, I would like to offer you 10% cashback on your order, which you can keep on top of receiving the parcel when it does arrive. If that feels right to you, just let me know and we will get it processed to your original payment method (it usually takes 3 to 5 business days to land).In the meantime, please do enjoy your holiday, and I will be here when you are back if there is anything else I can help with.Warm regards,AnnaCustomer Care TeamMarlow LondonOn Mon, Jun 22, 2026 at 16:32, lidia.paruch <lidia.paruch@yahoo.co.uk> wrote:
Hi Anna
Unfortunately my order didn't get delivered yet so I will go tomorrow on holiday without it.
If I knew that, this was supposed to come from China I wouldn't order it.
You are not giving information and this is great disappointment. Lidia
Sent from my Galaxy
-------- Original message --------
From: support@marlow-london.com
Date: 15/06/2026 15:18 (GMT+00:00)
To: "lidia.paruch" <lidia.paruch@yahoo.co.uk>
Subject: Re[2]: A shipment from order #1332 is on the way
Hi Lidia,
Thank you for getting in touch, and I completely understand wanting your parcel in good time before your holiday.
Our current shipping time is was delayed a bit due to high volume from our ongoing sale, so please rest assured your order is on its way. You will receive it within 1-3 days. Tracking sometimes pauses between courier scans and then updates in one go, so a quiet period does not mean anything is wrong. We have upgraded it to Priority shipping free of charge so that it comes to you before your holiday!
I sincerely appologize for the delay and I hope you love your three piece set :).
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 15, 2026 at 14:46, lidia.paruch <lidia.paruch@yahoo.co.uk> wrote:
Where is my parcel?
Need it for holiday.
Cannot track it.
Please reply or give the money back.
Thanks. Lidia
Sent from my Galaxy
-------- Original message --------
From: MARLOW LONDON <support@marlow-london.com>
Date: 09/06/2026 12:23 (GMT+00:00)
To: lidia.paruch@yahoo.co.uk
Subject: A shipment from order #1332 is on the way
Shipped
On its way, Lidia
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002863615992CN
Carrier: Other
Track package
Items shipped
THORA | PREMIUM COTTON LINEN THREE-PIECE SET - UK 10 (M) · UK 10 (M) · Qty 1
Order number
#1332
Shipping to
Lidia ParuchAshtead, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook