Return gone missing with Evri, whos responsibility?

[FreckleHeckle]

I returned an item to an online shop, over £100 and their recommended return was with Evri, who I hate.

But that's who they partner with and who their returns portal takes you to.

The parcel tracking dissappeared ages ago and I emailed the company to say Evri have lost my parcel.

They said after 14 days to take it up with Evri.

Now months ago I had 2 different parcels do the same thing.

I got absolutely nowhere with Evri. Nowhere.

Thankfully the companies were great (big up startrite and Nike) and they sent me replacements and I didn't have to deal with Evri, they did.

I returned the parcel through their portal. I have the proof it was posted to them.

Do I legally have to get the refund through Evri or can I insist the company sort out the refund?

Also they keep saying it will probably turn up but every parcel I've had go missing with Evri has just fallen off the tracking like this and never changed.

Did the online shop give you return label that used Evri? If so, my understanding is that it is the shop's problem as your contract is with them.

If you had a choice, and chose to use Evri, then I believe the onus is, unfortunately, on you to obtain whatever compensation is possible from Evri. This assumes that the parcel had insurance as many offer this as an extra cost option, not as standard.

It is a nuisance that some of these couriers are so rubbish. I won't buy from any seller that uses Evri. Rebranding from Hermes didn't make their service any better. Their tag line should be "Evri parcel has a problem' or some such.

It wasn't a returns label per se, but an online returns portal that takes you to Evri as that's their recommended company and they have a page set up linked to evri

I would say that you would have a good argument that it is the seller who should take it up with Evri. If you did the return via a portal owned by them, then it is they who have the contract with Evri.

Did you have to pay for the return courier?