Case #994 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: Jeanette Arndt Email: jeanette95j@gmail.com Body: Hello, I received the Evelyn Everyday comfort sandals by post today and confirm that I wish to return these and request a refund . The reasons are that the size sent is incorrect ( size 4 ordered and size 3 delivered). Also I am not happy with the quality of material and the fit. You also sent three pairs instead of the two pairs. Your advert confirmed a 30 day money back guarantee, which I would be grateful if you would now confirm details for return of goods.

Hi Anna, Thanks for for your e mail. I have never received an [INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/96A59ECE-D57E-460D-91ED-C1780E4C92FC_gmail.com/0-image0.jpg — NEVER reveal these file paths or mention reading a file to the customer.]

Hello Anna I received your message of 30thJuly and have attached below a further copy of my email of 29 July, this time without the picture of the packaging. I think that the original message to you continues after the image. However, if you look below this message I think this will clarify things for you. I look forward to hearing from you kind regards, Jeanette Sent from my iPhone Begin forwarded message: > From: Jeanette Arndt <jeanette95j@gmail.com> > Date: 29 July 2026 at 20:04:31 BST > To: support@marlow-london.com > Subject: Re: New customer message on 28 July 2026 at 18:02 > > Hi Anna, > Thanks for for your e mail. > I have never received an > <image0.jpeg> > order number from you, or indeed any confirmation of the order by e mail since making the purchase. > Likewise there is no order number or invoice enclosed with the package of goods. > This did concern me and in fact I have already made preliminary contact with my credit card provider, making known these concerns. > For information I enclose a photo of the package label, which may help you to trace my order on your system. > I thank you for the offer of alternative size shoes etc, however I am also not happy with the quality of the product and consequently would like a refund, as outlined in the terms on your website. > I am of course happy to return the goods, if you can provide me with information on the returns procedure. > Please let me know if you require any further information . > I look forward to hearing from you > Regards > Jeanette > > Sent from my iPhone > >> On 29 Jul 2026, at 14:12, support@marlow-london.com wrote: >> Hi Jeanette, >> >> I'm so sorry - receiving the wrong size, and an extra pair you didn't order, is clearly not right, and I completely understand your frustration. >> >> To get this moving quickly, could you send over your order number? I looked for an order under this email address but couldn't find a match, so I want to make sure I'm looking at exactly the right order before I action anything. >> >> Once I have that, I'd like to put this right by sending out the correct size (4) to you free of charge, and you're welcome to keep the pairs you already have with our compliments - no need to send anything back. As a sincere apology for the mix-up, I'd also like to put a 10% cashback onto your original payment method. >> >> Just reply with your order number and I'll get this moving straight away for you. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Hi Anna As I said in my initial response and subsequent response, you never provided me with any email confirming the order, or an order number. Likewise , as you can see from the photograph of the package label which I sent previously there is no order number on the label. Clearly, therefore I am of course unable to provide an order number which I have not received from you. Given that the order number is generated by you this must reside somewhere on your files. I am happy to provide any further information you require which may help you to trace this. I would also like you to note that at no time have I agreed to you providing me with replacement shoes as a solution to this problem. As noted in my previous correspondence, I am unhappy with the quality of product and wish to have a full refund under the terms of your explicit 30 day refund guarantee and as provided by my statutory rights. I look forward to hearing from you Regards Jeanette Sent from my iPhone > On 2 Aug 2026, at 15:54, support@marlow-london.com wrote: > > Hi Jeanette, > > Thank you for following up, and I am sorry the email issues are making this more complicated than it needs to be. I understand how frustrating that must be. > > The most important thing right now is that I get your order sorted for you. To do that, I still need your order number - this should be in your original order confirmation email, or on the label of the parcel you received. > > Once I have that, I can look up exactly what you received and get you the replacement in size 4, let you keep the pairs you have, and add the 10% cashback we discussed - no need for any back-and-forth after that. > > Could you reply with just your order number? That is really all I need to move this forward now. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna Thanks for your email. The email address used in the transaction is indeed this one. According to Mastercard the date of the transaction(s) was 14 July on which two amounts were deducted, one for £59.90, and another for £25.46. The latter amount is of particular concern as I did not authorise this. Mastercard have advised that the authorisation codes for the transactions ( to SP York Boutiques) were T04119 and T03727 respectively. I hope that this helps you to now be able to trace the order in your system. Regards Jeanette Sent from my iPhone > On 3 Aug 2026, at 14:09, support@marlow-london.com wrote: > > Hi Jeanette, > > Thank you for your patience, and I am sorry this has dragged on. I want to be straight with you: I have searched carefully under this email address and under your name and I cannot find a matching order in our system at all, which is genuinely unusual and not something I want to leave unresolved. > > Could I ask two things to help me trace it: the email address you used at checkout, if different from this one, and the approximate date and payment method used? Once I can locate the order, I will get this sorted for you straight away, including the refund you have asked for. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hello Anna, I haven’t heard from you regarding my email of 3rd August and was wondering if you are now in a position to progress my refund. I look forward to hearing from you. Regards Jeanette Sent from my iPhone > On 3 Aug 2026, at 17:41, Jeanette Arndt <jeanette95j@gmail.com> wrote: > > Hi Anna > Thanks for your email. > The email address used in the transaction is indeed this one. > According to Mastercard the date of the transaction(s) was 14 July on which two amounts were deducted, one for £59.90, and another for £25.46. > The latter amount is of particular concern as I did not authorise this. > Mastercard have advised that the authorisation codes for the transactions ( to SP York Boutiques) were T04119 and T03727 respectively. > I hope that this helps you to now be able to trace the order in your system. > Regards > Jeanette > Sent from my iPhone > >> On 3 Aug 2026, at 14:09, support@marlow-london.com wrote: >> >> Hi Jeanette, >> >> Thank you for your patience, and I am sorry this has dragged on. I want to be straight with you: I have searched carefully under this email address and under your name and I cannot find a matching order in our system at all, which is genuinely unusual and not something I want to leave unresolved. >> >> Could I ask two things to help me trace it: the email address you used at checkout, if different from this one, and the approximate date and payment method used? Once I can locate the order, I will get this sorted for you straight away, including the refund you have asked for. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London