Case #920 — Marlow London
helporte@icloud.com · order 1773 · state imported · label none yet · rung 0
Facts
New customer message on 27 July 2026 at 09:57
open
not set
2026-07-27 09:01:49
—
2026-08-14 19:30:08
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Latest draft
from decision #2005 · action=reply · 2026-07-28 21:47:10 · dry-run
Hi Helen,
Thank you for reaching out, and I'm sorry you've had to wait this long without an update - that's not the experience we want for you.
To look into this properly for you, could you let me know your order number (or the name/email address you used at checkout)? Once I have that I can check exactly where things stand and give you a proper answer rather than a generic one.
I will say that we have been running a sale recently, which has meant higher order volumes than usual and some parcels moving a little slower between hubs - so if there has been a delay, that is very likely why. As an apology for the wait, please do use STORECREDIT15 for money off your next order with us.
Looking forward to your reply so I can get you a real answer.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: First-ever contact, no order number given, waiting since beginning of month (~3+ weeks, genuinely long). Can't look up an order without a number/email confirmation from her (I have her email address but no matching order lookup tool available to me), so asked for it - not a re-ask since she never gave it. Gave STORECREDIT15 per shipping-time-complaint rule. Was escalate with empty draft (orphan placeholder) -> now reply.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Helen Porte
Email:
helporte@icloud.com
Body:
Hello. I have been waiting for an order from the
beginning of the month. Can you give me an update please
Hi Helen,
Thank you for reaching out, and I'm sorry you've had to wait this long without an update - that's not the experience we want for you.
To look into this properly for you, could you let me know your order number (or the name/email address you used at checkout)? Once I have that I can check exactly where things stand and give you a proper answer rather than a generic one.
I will say that we have been running a sale recently, which has meant higher order volumes than usual and some parcels moving a little slower between hubs - so if there has been a delay, that is very likely why. As an apology for the wait, please do use STORECREDIT15 for money off your next order with us.
Looking forward to your reply so I can get you a real answer.
Warm regards,
Anna
Customer Care Team
Marlow London