To think EVRI (formerly Hermes) have lost the plot !!

[Lovelysausagedogscrumpy]

Apologies for the length of the post, just need a rant !! Anyone else had experience of EVRI delivery service incompetence ? I’ve had a few issues with them over the last few months, but the last one has been utterly bewildering.

Ordered three items in pre Black Friday sales, at three different online retailers. I asked for next day delivery. Emails from EVRI on the Friday saying they had all three parcels and would advise when they were out for delivery. Then nothing until the following Monday, when they updated the app to say all three were out for delivery and gave a two hour delivery window along with tracking numbers.

Five minutes after the delivery window expired they sent an email to say that the courier had tried to deliver and we were out. The fact that I was in a room overlooking the front door and have a ring camera say otherwise. Checked the footage - nothing. I also have a long standing instruction in the app to leave parcels in the enclosed porch if no reply - the couriers generally don’t even ring the bell, they just leave the parcels in the porch. So if the courier called on Monday and got no answer why did they not leave it in the porch as instructed ?

Email advised they would try to re deliver the following day, which they did. One parcel, unrelated, left in the porch. Since then they haven’t updated the app, I don’t know where my items are and there is seemingly no way to contact EVRI by phone. I finally found a complaints procedure online and outlined the problem. Got an email back with a ‘case number’ and an assurance that they would get back to me within 48 hours. That was a week ago.

When I contacted the retailers they all reported a high number of parcels ‘going missing’ recently and even they don’t have a customer services number - they have to rely on the business app to report problems. And yet they still continue to use them !!

So, I have no idea what’s going on with EVRI and posted to see if anyone has had a similar experience, and if/how you resolved it.

Never had a a problem with DPD. They deliver within the time frame and the driver can be tracked in the app. Always get an email to advise when we are the next customer. EVRI could learn a thing or two from them.

I was supposed to have a delivery with a two hour time slot. When I checked the parcel was tracked to be the next delivery, then changed to having others to delivery first. The tracking disappeared completely mid afternoon. That was 2 weeks ago and I never received the parcel. Lost in the ether it seems.

Our usual Evri lady is good but sometimes we get another guy who is terrible and leaves things in bins on bin day, takes blank photos for 'evidence of delivery' etc. When it goes wrong it goes very wrong. Had a shit time with Evri/Hermes at previous addresses.

I had this exact scenario last Christmas. I had to claim a refund from all the retailers as they were classed as lost in post and then about 3 weeks later all the parcels started to arrive!

We have had two parcels go missing at the local depot in recent weeks. The retailers had to re send the items. Interestingly, John Lewis chose to send their parcel
by a different courier service the second time.
Obviously don’t trust Evri!

My actual evri delivery lady is LOVELY. But evri themselves are absolute chaos. I stopped using them as much as possible.

This is what I think. Most couriers have a customer services number where you can speak to a human being. EVRI don’t, which suggests that they know they’re crap and don’t want the hassle of having to account for themselves directly to customers.

before I lived I used to always have problems with Hermes. But where I live now is brilliant. We are one of the first stops. I know she will be here around 8am. Been here 4 years never had an issue.

Some retailers also do free postage if you have it delivered to our local shop, which is also fab.

But I agree when there is a problem they are piss poor at being able to resolve it. Even speaking to someone is difficult. They should have actually sorted customer service, instead of renaming them.

I ordered a parcel to be sent with them today. Is due for collection tomorrow. 40 minutes later they sent me an email claiming they'd tried three times to collect it and I need to rebook another collection slot. 🤔Online it still says it's due for collection tomorrow...,

When I reported one of the parcels missing, the retailer resent it by DPD. This was one of the retailers who advised they had several open cases with EVRI for missing items. They offered a different courier when I said I would rather cancel and get a refund than risk EVRI again. Says a lot doesn’t it ?

Don't start me on Evri. Same courier, different name. No way of contacting customer services when you get an email to say your parcel has been delivered when you've been sat next to the front door all day, with a Ring doorbell, no card and no sign of anyone. Yet another day of 'hunt the parcel'...

My local Ervi/Hermes guy is great, but further up the line I’ve had parcels go missing/go quiet for a few days. Their communication and complaints systems are dire.

Even speaking to someone is difficult. They should have actually sorted customer service, instead of renaming them.

Think this is what one reviewer on Trustpilot meant when they said you can put lipstick on a pig, but it’s still a pig !!

Can I ask how you found the online complaints procedure please?

I'm having similar issues with Evri, they are a nightmare! They failed to deliver last Saturday and said they'd try again the next working day but I've heard nothing since and no updates to tracking. The Chat Bot is useless too! I've tried contacting the retailer but haven't had a response yet (it's been 3 days) which is frustrating given it's quite a high value item. What a pain.

Sorry to hear so many people are having issues, it's quite stressful at this time of year getting all the shopping done without this nonsense!

I think the people that actually deliver the parcels are generally fine, it's the actual system that's rubbish.
I tried to cancel a pick up from them but there's no way to get in touch with anyone, I tried the online chat but nothing happened.
The Evri chap arrived to collect the parcel and I had to apologise and say I'd tried to cancel but couldn't, he agreed that you just can't get hold of anyone.

I ordered a trial set of four pairs of glasses from Glasses Direct. Meant to be delivered by Evri. The guy turned up and handed me a parcel but it was a different one for my daughter. So now it's marked as delivered, the tracking app shows him outside my house but no parcel! I'm really worried I'm going to get charged for the frames but I can't get through to anyone at either company! So frustrating.

They did this with me. I went directly to the company they were delivering for. Apparently they’d randomly returned it without even trying to deliver. I had a new delivery sent.

Didn't they change their name because their reputation as Hermes was so shite.

I thought the ongoing wisdom with them is are fine if you have a good local driver but otherwise you are FUCKED.

[email protected] is the email address I found for complaints. I tried to bypass the list of options to select because unsurprisingly, there is nothing about missing items. Made the complaint under the option for parcel arriving damaged and just outlined the problem I was having. I got an email back with a case number and the promise of resolution within 48 hours. That was a week ago, so don’t hold your breath !! Good luck.

CEO of Evri:

[email protected]

I'm in an FB group for disgruntled Evri customers. People seem to get somewhere when they email the CEO.

My friend sent a piece of jewellery to a relative using EVRI. She dropped it off at a parcel shop and got a tracking number. What arrived with her relative was a box of chocolates !! Same tracking number and address details. Still trying to sort it out weeks later. The local parcel-shop aren’t very helpful either. If I’d known, I’d have advised her to use any service but EVRI.

Thank you so much for this. Will give it a try.

I've been waiting for 7 days for 'delayed' parcel. The company I ordered from usually uses Royal Mail and there was nothing on their website saying they have swapped to Evri. I would NEVER had ordered if I knew they had switched.

Yep. we used to have a good delivery driver, but no more.

They received a parcel for me 3 days ago, and crickets. Nothing has been heard from then since that notification. It's just sitting there, with them, somewhere. Argh!

Evri App showed my items had been delivered. I hadn't received them. Back and forwards between company I'd bought them from. Back and forwards with Evri. Eventually, Evri tracked down the individual courier bloke. He'd opened the elec meter box, stuffed 3 items in there and left without putting a note through the door. Meter box not identified by me as a safe location. I was like ... why not just post a note through the door saying that's where it was!

Royal mail no better. I was actually in when they posted a note saying they had been unable to deliver.

And don't get me started on DHL ...