Case #866 — Marlow London
chrissy2807@gmail.com · order 2388 · state imported · label none yet · rung 0
Facts
A shipment from order #2388 is on the way
open
not set
2026-07-25 15:57:06
—
2026-08-14 19:30:08
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Latest draft
from decision #2869 · action=reply · 2026-08-03 13:38:50 · dry-run
Hi Chrissy,
Thank you for your patience with us, and I'm genuinely sorry again for the confusion with the product naming. We really do appreciate your understanding.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is simply acknowledging with thanks; no action or question requiring a response.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 100% of order #2388 = £54.95 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method (shopi | 2026-07-30 20:43:03 |
| refund_percent | executed | Refund 100% of order #2409 = £39.95 (order total £39.95, already refunded £0.00, NET AVAILABLE £39.95) to the original payment method (shopi | 2026-07-29 14:38:50 |
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Full thread
Hiya,
Can I check as this seems to be taking a long time to arrive.
Thank you
Chrissy
> On 16 Jul 2026, at 09:31, MARLOW LONDON <support@marlow-london.com> wrote:
>
> STORECREDIT15
Sent from my iPhone On 16 Jul 2026, at 21:21, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Chrissy
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
YT2619800700743109
Carrier: YunExpress
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com .
Items shipped
LONGCHAMP LE PLIAGE TOTE - TURQUOISE - Turquoise · Turquoise · Qty 1
Order number
#2409
Shipping to
Chrissy Papas Southend-on-Sea, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook
Hello This item seems in-authentic - it did not come in a Longchamp bag as well. Please arrange for a return and a refund. Thank you Chrissy papas On 16 Jul 2026, at 21:21, MARLOW LONDON <support@marlow-london.com> wrote:
Your order is on its way
Shipped
On its way, Chrissy
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
YT2619800700743109
Carrier: YunExpress
Track now
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com .
Items shipped
LONGCHAMP LE PLIAGE TOTE - TURQUOISE - Turquoise · Turquoise · Qty 1
Order number
#2409
Shipping to
Chrissy Papas Southend-on-Sea, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook
Hi Chrissy,
Thank you for getting in touch, and I'm genuinely sorry you're unhappy with the bag.
I want to be upfront about what we sell - these are manufacturer-direct bags in the Longchamp Le Pliage style, made by the same factories that supply major retailers worldwide. They're not official Longchamp-branded products, and I completely understand if that's not what you were expecting when you ordered.
I'm also sorry about the packaging - I can see why you'd expect it to come in branded Longchamp presentation.
If the listing wasn't clear about this when you ordered, that's on us, and I don't want to leave you with something you're not happy with. I'd like to arrange a full refund back to your original payment method, or if you'd prefer, we can put the full amount as store credit so you can choose something else from our range.
Which would work better for you?
Warm regards,
Anna
Customer Care Team
Marlow London
I had not realised that you are not selling authentic bags - it is very misleading. Please arrange return and full refund. I have another bag due and will be returning that also.
Thank you
Chrissy
> On 29 Jul 2026, at 14:14, support@marlow-london.com wrote:
>
> Hi Chrissy,
>
> Thank you for getting in touch, and I'm genuinely sorry you're unhappy with the bag.
>
> I want to be upfront about what we sell - these are manufacturer-direct bags in the Longchamp Le Pliage style, made by the same factories that supply major retailers worldwide. They're not official Longchamp-branded products, and I completely understand if that's not what you were expecting when you ordered.
>
> I'm also sorry about the packaging - I can see why you'd expect it to come in branded Longchamp presentation.
>
> If the listing wasn't clear about this when you ordered, that's on us, and I don't want to leave you with something you're not happy with. I'd like to arrange a full refund back to your original payment method, or if you'd prefer, we can put the full amount as store credit so you can choose something else from our range.
>
> Which would work better for you?
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Chrissy,
I want to be completely honest with you: you are right, and I am genuinely sorry.
The way we named that product - LONGCHAMP LE PLIAGE TOTE - without making it crystal clear upfront that this is not an official Longchamp product, is misleading. You deserved to know exactly what you were buying from the listing name alone, and we did not make that obvious. That is our fault, not yours.
I am processing a full refund back to your original payment method right now. It should land within 3 to 5 business days depending on your bank.
You can either return the bag to us if you would like to (the return shipping of £19.95 would be at your cost, and it would take several weeks to process), or you are welcome to keep it as well - either way, the refund is yours and it is done.
When your other bag arrives, please do get in touch and we will make sure that is sorted in the same way - no hassle, full refund, and you can choose whether to return it or keep it.
I am passing your feedback to our team to review how we describe products. This naming genuinely needs to be clearer, and you have raised something that matters.
Again, I am genuinely sorry for the confusion and frustration. This is not how we want to treat our customers.
Warm regards,
Marlow
Marlow London
Thank you for your message. The return fee is too much I am sorry I won’t return
Please refund
Thank you kindly
Chrissy
> On 29 Jul 2026, at 15:43, support@marlow-london.com wrote:
>
> Hi Chrissy,
>
> I want to be completely honest with you: you are right, and I am genuinely sorry.
>
> The way we named that product - LONGCHAMP LE PLIAGE TOTE - without making it crystal clear upfront that this is not an official Longchamp product, is misleading. You deserved to know exactly what you were buying from the listing name alone, and we did not make that obvious. That is our fault, not yours.
>
> I am processing a full refund back to your original payment method right now. It should land within 3 to 5 business days depending on your bank.
>
> You can either return the bag to us if you would like to (the return shipping of £19.95 would be at your cost, and it would take several weeks to process), or you are welcome to keep it as well - either way, the refund is yours and it is done.
>
> When your other bag arrives, please do get in touch and we will make sure that is sorted in the same way - no hassle, full refund, and you can choose whether to return it or keep it.
>
> I am passing your feedback to our team to review how we describe products. This naming genuinely needs to be clearer, and you have raised something that matters.
>
> Again, I am genuinely sorry for the confusion and frustration. This is not how we want to treat our customers.
>
> Warm regards,
> Marlow
> Marlow London
Good evening
I received the second bag. As agreed please arrange refund.
Thank you
Chrissy
> On 29 Jul 2026, at 15:43, support@marlow-london.com wrote:
>
> Hi Chrissy,
>
> I want to be completely honest with you: you are right, and I am genuinely sorry.
>
> The way we named that product - LONGCHAMP LE PLIAGE TOTE - without making it crystal clear upfront that this is not an official Longchamp product, is misleading. You deserved to know exactly what you were buying from the listing name alone, and we did not make that obvious. That is our fault, not yours.
>
> I am processing a full refund back to your original payment method right now. It should land within 3 to 5 business days depending on your bank.
>
> You can either return the bag to us if you would like to (the return shipping of £19.95 would be at your cost, and it would take several weeks to process), or you are welcome to keep it as well - either way, the refund is yours and it is done.
>
> When your other bag arrives, please do get in touch and we will make sure that is sorted in the same way - no hassle, full refund, and you can choose whether to return it or keep it.
>
> I am passing your feedback to our team to review how we describe products. This naming genuinely needs to be clearer, and you have raised something that matters.
>
> Again, I am genuinely sorry for the confusion and frustration. This is not how we want to treat our customers.
>
> Warm regards,
> Marlow
> Marlow London
Hi Chrissy,
Thank you for confirming, and I'm glad the bag has arrived. As promised, I'm processing a full refund of your order to your original payment method, and it will land within 3 to 5 business days depending on your bank.
You're welcome to keep both bags with our compliments - there's nothing you need to do or send back.
Thank you for your patience, and again, I apologise that the listing wasn't clear about what we sell when you ordered.
Warm regards,
Marlow
Marlow London
Thank you
> On 3 Aug 2026, at 12:48, support@marlow-london.com wrote:
>
> Hi Chrissy,
>
> Thank you for confirming, and I'm glad the bag has arrived. As promised, I'm processing a full refund of your order to your original payment method, and it will land within 3 to 5 business days depending on your bank.
>
> You're welcome to keep both bags with our compliments - there's nothing you need to do or send back.
>
> Thank you for your patience, and again, I apologise that the listing wasn't clear about what we sell when you ordered.
>
> Warm regards,
> Marlow
> Marlow London
Hi Chrissy,
You're very welcome. Both refunds - £39.95 for order 2409 and £54.95 for order 2388 - are fully processed and settled on our end, so there's nothing further needed from you and nothing to send back.
If anything else comes up, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London