Evri refuse to compensate me for missing parcel

[NotABeliever]

Hi
I’d be grateful for some advice.
Evri have lost a parcel I sent with an ornament worth £50. I’ve made a claim and sent them proof of purchase.
after weeks of wising they asked me what was the ornament made of and I replied and said china.

I've now had a reply from Evri saying:

^
Unfortunately, we are unable to proceed with your claim, since the items contained in your parcel are non-compensated items that cannot be claimed for. You can see our full list of non-compensated and prohibited items here.

As a self-serve company, we do everything possible to encourage customers to check our lists of non-compensated and prohibited items and we try to make this easy and transparent so that customers understand from the outset what we can and can’t carry.

Items made of or containing ceramic, composite, or stone-derived materials are on the non-compensated list because they are more fragile than others and therefore are more susceptible to damage or loss. Our Carry Guide states that ceramic, composite, or stone-derived material items can be sent through the Evri network however, in the event of the parcel sustaining damage or being lost, compensation will not be awarded.

I feel cheated. What’s the purported fragility of the item have to do with it being lost? Im not claiming for damages.

is there anything I can do? These scammers don’t even have a phone number on record

Looking up stuff on chat gpt and posting when you have no knowledge of what you’re talking about isn’t helpful in the slightest!

China is easier to break, but in what universe is it easy to lose?

The Evri universe.

Hope the OP can get somewhere.

Although probably not applicable in the OPs case, I want to see an obligation in law that the parcel carrier any seller uses have to be declared before payment for any sale, and the buyer positively acknowledge this. The person who bought the item might not have done so in the knowledge that Evri would be the carrier chosen.

I'd love to see that being an obligation. DHL is not too bad where I live, but Evri is beyond the pale. They don't deliver things they have received in their depot, then after a couple of weeks of chasing they say they've lost the parcel, but they hope it will turn up so please hang on. As they buyer you can get your money back from the seller, but it's a flipping nuisance.

There is a choice of courier. We are not restricted in the uk. Choose EVRI, they state their prohibited and restricted list. Send ceramic, and other categories, you are not covered. Loss or damage. The reason for the loss exclusion has been explained on this thread multiple times. Damage is excluded is because ludicrous stupid people cannot package ceramic appropriately, and the courier cannot guarantee that they will. I am on numerous ceramic groups and the posts of despair when a parcel of ceramic is sent wrapped in paper in a jiffy envelope. That is a sender uninsurable problem. The risk is too high. It is not weighted in favour, because EVRI is not the only choice you have as a sender. It really is that simple. I am not a lawyer, just a sensible accountant & risk manager.

It's the fake claim that the item was lost, but in reality it turned up broken/ damaged. The high risk of one leads to a correlation that the 2nd will be invoked. High correlation leads to both being excluded.

I send by EVRI and Yodel and Royal Mail. Now on EBAY buyer choice. I wrap bomb proof - double box, bubble, packing peanuts. Funnily enough in over 20 years lost a couple of items but nothing major. The one courier service is will never use again is domestic FEDEX overnight. I like valuable ceramic to be out of the courier system ASAP and in the hands of the buyer. Round my way FEDEX overnight is literally whenever the courier can be bothered to collect. This week, next week, who cares! I do!

Because it smashes and breaks the package and then they throw it away

Projecting @sugarleaf? If you have a look on Baillii or legislation.gov.uk for CRA2015 and have a read through, you'll get a comprehensive view of consumer law, unfair contract terms and how it relates to Op's issue. It's easy to understand once you've done it for the 6 years training previously required.
Chat gpt is absolutely awful for legal issues which is why lawyers don't use it. It conflates jurisdictions, quotes non existent cases and is generally pretty crap currently.

Never use Evri! They are a terrible company and unreliable! Its about time this company we're shut down!

You should be claiming off the seller, not evri. The seller is responsible for getting your purchase to you (normally).

That's my point about transparency in a nutshell. Parcel carriers vary by area and a customer will possibly from experience know who to avoid for them.

I do my best to find out who the courier is when I buy anything. I live in a rural area and Evri just won't deliver to me. They don't even attempt it and lie to say they have! I won't buy if they are providing delivery services. I live 5 miles away from a MASSIVE Evri distribution warehouse. Makes my blood boil every time I drive past!

I believe @NotABelieversent the item herself.

only use evri for clothes etc, they have a long list of exclusions.

Unfair terms are covered by the Consumer Rights Act 2015. Rather than just a letter of complaint you could send them a Letter Before Action quoting the act. As this is a precursor to taking them to the small claims court it should jog them into compensating you.

It was a store return from Cox & Cox well within the 14 days cooling off period.

Cox & Cox said I had to pay for postage back or they could arrange a return which would cost me £10 but I would only receive a credit note.

I bomb-proofed that parcel. Put it in a box with bubble wrap and peanut fillers and then in another larger box with more packaging.

It wasn’t a particualrly delicate item - it was quite big, one solid piece and no delicate detail.

The item is still showing at “sorting facility”. Hasn’t moved for over two months so eventually I made a claim.

Didn’t hear anything for a month then I emailed them and they admitted they had lost it and they’d be in touch.

Another week went by and nothing happened so I emailed them again. They replied asking me - for the first time, may I add - what was the material of the lost item in the box.

I replied it was china because that’s what it said on the Cox & Cox website.

Evri replied immediately with the text I copied above.

Do you see why it feels dishonest? They only asked about the material when they were about to pay me compensation and then all of a sudden it was not covered for not just damage but also loss

Why do you assume theft?

If this ‘legal stuff’ was actually your job, I’m so surprised you’re offering such poor advice!

Oh I understand very well that the seller is responsible for the delivery of the item. Trust me, I understand.

My response was in direct reference to this example, as the OP was clearly in the position as the buyer returning something.