Evri delivering for John Lewis

[Needtosoundoffandbreathe]

Ordered two items for Christmas presents just over two weeks ago. After a couple of days Evri notified me there was a problem with my order. On their app it states Take Action for the parcel, but according to the tracking info they haven't delivered it.

I am going to check at the shop today in case it has actually been delivered.

Is anyone having a similar experience?

Not John Lewis but both DH and I had two separate orders from separate companies and both had the delayed status message. I was another week until I got mine, and DH is still waiting (over a week for him)

There should be a law that you are told who the parcel carrier will be before you confirm and pay for any order. If the carrier is one who is bad in your area, you are warned and can consider click and collect, or indeed taking your business elsewhere.

Protects a small bit against some scams too.

Thanks. I don't think I had the option to collect from store on this so it may be processing time at JL's warehouse or something like that even? It's getting to the point where I just need to get something else this weekend and cancel the order.

I knew it was Evri and chose delivery to a local drop off point as they can be terrible delivering to us as our address is hard to find. It doesn't look as though Evri even has the parcel, but I don't understand why their app states, "Take Action".

I have had this exact thing this week with Evri.

I contacted them via their web chat and they keep assuring me by email that they are looking into it and will get it moving as soon as possible.

I think they’ve lost it…

I also contacted the retailer, who, as it’s been more than 48 hours, considers it lost and has refunded me.

I would contact JL customer services and they will probably either refund you or send out a replacement.

That tracking info says Evie has it, what makes you think they don’t?

It isn't JL fault. Evri has the parcel but it is stuck/lost stolen in their system

I think anywhere doing online orders should declare their delivery partner.

Evri is shocking in our area, the fb page has daily posts “who’s is this front door, they’ve got my parcel” which means I’d never order anything coming via evri.

Our Evri guy was always amazing, but recently it’s been a carousel of new people and it’s gone to shit. Deliveries cancelled at the last minute, turning up when they are not meant to, parcels being pushed back by 4 days when they’ve been out for delivery. And they still ask for feedback!

I already avoided JL as they used Royal Mail anyway - I don’t want to be told I didn’t answer the door when I was in, and have to go to the parcel office after 48 hours between 8-10am only

I’m exactly the same with some shoes from Birkenstock. Stuck at the same message since last Saturday. Evri assure me it’s coming and Birkenstock don’t seem interested.

Evri had my JL parcel. Lost it. JL sent replacement via different courier (they looked at their system, saw Evri said it was lost, and I asked them not to use Evri for replacement as Evri terrible here.). Replacement arrived next day. Followed a couple of days later by Evri. They are rubbish.

I’ve currently got this exact same issue with Evri with two separate orders from different companies. The tracking has been stuck with that exact message for over a week.
One order is an expensive walking coat from Cotswold outdoors that is over a week late. I contacted them yesterday and they have raised a complaint with evri but have told me I have to wait 5 working days to see if it is resolved before they will issue a refund. Am cross because I needed the cost for this weekend!

That moment your heart sinks when you realise a delivery is being dealt with by Evri.

We had this recently (for a parcel sent by a family member, not a comoany). It was at the collection point... apparently sometimes the system crashes so doesn't record them as being delivered to the point. Especially since they have to scan in dozens of orders by hand.

@LlynTegid I totally agree with you though sadly most retailers use Evri these days. The last three parcels I ordered (from different companies) have all gone missing with Evri so now I feel that I am unable to order anything online as it’s impossible to know until you have paid, who the delivery company will be .

Almost certainly true. But when I’ve had similar with other retailers (and other couriers) the retailer has always sent out a replacement that has arrived. I contacted M&S on X yesterday and they had no issue sending a replacement.

Evri doesn't actually lose any more parcels than any other courier, they just gave a bigger market share.

Probably overwhelmed due to Black Friday

Hard agree on this!!

Our evri guy is great, always same chap and he lives in our town but I know they do vary.

Not Evri but yodel have had mine in my local depot since the 30th November and it’s not moved. It’s going to take them 48hrs to investigate 🙄

Evri said they had delivered my parcel & the ‘proof of delivery’ was a dark unidentifiable photo. Lots of people where I live were sent the same photo. Evri said the parcel was probably lost so my seller sent out a replacement with Evri (unfortunately) but they couldn’t find my house - it’s not difficult - we had a brilliant, reliable Evri driver a few years ago. Now, very few parcels are arriving safely - they seem to be lost, delayed (lost?) or ‘delivered’ (where?).

Still waiting for 2 parcels…

From now on, I will not order from any company that uses EVRI.

Same here. They were due to collect an M&S return from my home, they claimed to have tried twice to collect but they are lying and I’ve got a Dunelm parcel ‘stuck’ in the system which should have been delivered by 3 December. No one wants to help. It’s all fine until something goes wrong. I’m fed up of communicating with Chat bots who melt down if you stray off script.

It's peak delivery time isn't it? I ordered from another retailer same day, within minutes of placing the JL order and today they have notified it's been despatched.

We had RM claim to have tried to deliver when my partner was in and where anyone delivering would walk past the window. They then delivered the day, but their tracking didn't update.

I'll try the local collection point later and if it isn't there, I'll get on to JL. The nearest store has one of the items I ordered in stock, the other was in the sale. I'm in Manchester today so will look for a replacement elsewhere - I can always take it back. This kind of thing is where Amazon, despite some drivers fudging the delivery messages and some practically lobbing parcels over the wall as they drive past, has the edge. Their customer service is excellent if there's a problem too.

Whilst it’s not JL’s fault that Evri has lost the parcel, it is legally the retailer’s responsibility to get your purchase to you. So, legally, it is “their fault” and JL are the ones that have to either refund or replace.