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.

Thanks for responding. This is the number I had. It’s one of three different numbers which are described as customer services contact lines. All three are exactly the same automated service which involves a bot taking details of tracking numbers and then relaying exactly the same info as on the app - which hasn’t been updated since the alleged delivery attempt. I tried saying no when asked if I had a tracking number and it cut me off !!

I think it depends on the courier.
Mine is amazing. X

Our local area have had no EVRI deliveries for the last six to eight weeks. There are people waiting for parcels from the beginning of October 🤷🏻‍♀️

I'm never ordering anything from Lakeland again after the car-crash of my Evri delivery. They must have people complaining to them all the time - they used to care about their wonderful reputation but maybe they don’t any more, if they’re happy to use Evri as their couriers. Baffling.

Ive got the same issue with a return to M&S.
Evri claim to have been 3 times and said I’m not in when I was. I live in an apartment building - if you press our door buzzer it rings my phone… no evidence of that.
Furthermore, parcels in our building are actually delivered or picked up at the reception desk, which is manned 24hours, so the “not in” excuse is bullshit.

I have also had deliveries from Evri in the past couple of days… which were delivered at the same time that I/reception were allegedly “not in”. Our concierge asked the Evri delivery person about my return, but apparently he knew nothing about it so couldn’t take it! 🤷🏻‍♀️

Like the OP, I have also tried to complain/resolve and got stuck in a loop with their “Holly” bot - complete waste of time 🤬

We had a really good Evri courier but he retired last Christmas.

His replacement was dreadful. One parcel wasn’t delivered because according to him I wasn’t in when I definitely was, and the Ring doorbell didn’t show him at any time that day. It was then out for delivery for several weeks afterwards according to the app but never actually arrived.

On another occasion I was waiting in for a parcel, it was getting late in the day and it hadn’t arrived so I checked the app and it said that the courier couldn’t access our property. We don’t have a gate at the front and our door is two metres away from the pavement.
I checked our Ring doorbell history again and it showed the driver walk up the road towards the house, stand on the pavement and take a photo of the door and then walk away, with the parcel still in his hand and no attempt made to deliver it.

Ah, I screenshoted that number months back incase I needed it because it was so hard to find !
I only use them now thru ebay or vinted so if something goes missing they have to deal with them not me.

I think they are all crap Evri have lost two of my parcels , delivered to the wrong address. Royal mail has also lost lots of my parcels and strike all the time. Is there actually a good courier service in the UK?

DPD also try the trick of saying you aren't in .I was waiting for an expensive laptop to arrive and was standing by the window literally watching. I had a message pop up saying couldn't be delivered as I wasn't in.. I rang up customer service and he was round in 10 minutes said the GPS wasn't working properly and he was already on his way... Hmm I didn't believe him 🙄

We’re waiting on a few things, one item was ‘delivered’ the courier took a photo of the parcel on the street outside our building (flats) she failed to realise our cctv also showed her stealing the parcel.

Two we get a regular ‘you weren’t in’ despite us having a concierge who was working at all the times they claimed to deliver, they must be vampires because unlike our theif, they weren’t visible on the cctv.

Now, when buying something on line, I check if it’s EVRI delivering, and if it is I will not buy that item. No way. I paid a decent amount of money for the delivery, they said the package had been delivered, it hadn’t been. Can’t talk to a human being, jack shit customer service, instead you end up communicating with an automated system. Eventually, the package suddenly appeared a few days later. Then got these emails asking “how did we do?”. It’s a joke.

My parcel was finally picked up today, 4th ‘attempt’! They sent me an email this morning to say that they’d come between 5-6pm. At 2:10pm they sent an email to say they’d collect between 2-3pm, then collected it at 2:20. Luckily I’d already taken it down to our reception… Idiots.

It’s luck of the draw . My evri driver is amazing . stopped knocking when I was pregnant and just left them in the porch. Still does this now 3yrs on . one day they had changed the code for the door , he rang me to ask for the new one.
our local dpd however are rubbish . Updates saying they tried to deliver - the photo wasn’t even of my front door. I’ve 4 parcels scheduled for this week every day I get a text sorry it’s been delayed will come tomorrow.

Whenever I'd order something online I used to email them and ask that they use RM instead of Hermes because they were so bad and constantly lied about attempted deliveries.

Also someone who has had more bad experiences than good, under both aliases of the company.

Both ends of the deposit/ delivery system seem frequently to go sideways and have never had any resolution when something has messed up.

My experience of Evri has been abysmal. They've lied numerous times about knocking on my door when I know for a fact they haven't.

Of course you usually don't know who they delivery company is until you've bough an item, but if I knew it was them I'd shop elsewhere.

I had this with debenhams online and found a hack to get through to a real person - have a look at www.tyla.com/life/evri-real-person-customer-service-hack-tiktok-20221114

basically you call and say you are a sender and use a code of a parcel that has been delivered (codes in the video) and then when put through say actually I need to talk to you about another parcel but the code didn't work and then give them the code... when I did this the person was fine with it and found that my parcel had acually fallen off the conveyor belt but they would get a call in to pick it up and get it delivered.... it never did arrive so I got a refund but having had that conversation I got my money a bit quicker

will never use that company again

Have been appalling as long as I can remember. Not sure why they bothered with the stupid name change, why change that and nothing else? The slowest of the slow, parcels chucked in bin, card left while driver doesn't even bother to knock (when we're home), etc etc. Useless. Pity they must undercut other services so that is why companies use them.

I refuse to use EVRI when ever I can!

They are so behind with deliveries in my Mums town, that the EVRI delivery person was insisting parcels be collected FROM THEM in a car park. When I elderly mother complained, because she didn't see why she should now pay for a taxi to collect her parcel, the woman put a snotty message on facebook about people not appreciating her. She's make a huge song and dance about having to work 28 hour days ( ;) ) in order to deliver all the parcels before Christmas, but also refuses to expedite parcels that are needed BEFORE christmas.

My friend’s daughter brought a bespoke item that Evri said had been delivered. It hadn’t.
Five days later she saw it on eBay 😳, one of the photos had her name and address on it!
Evri didn’t want to know.

I had this before. Our driver used to take way too many parcels than she could deliver and she would always mark ours late in the day to say "unable to locate address". She would then get paid for the "attempt" that she never made and would deliver them the following day.
I made several complaints to Hermes about her and she stopped doing it and just delivering them.
We now have a new driver (since they changed to EVRI) and they are so much better, never had a problem with them.
Think it's just luck of the draw with what your driver is like

I'm in Evri hell too along with a lot of my neighbours. 3 parcels stuck in the delivery depot for weeks. I don't think I'll be seeing them to be honest so going to ask for refunds.

So annoyed as the last thing I ordered I could have had delivered to store but as delivery for home was also free went for that. Then got confirmation email to say it's being delivered from Evri. If I'd have known I would have collected.

The Evri driver who delivers to me is great! I've not had any issues.

However I know people in my same town who have awful problems with parcels going missing or never being delivered.

I have said this on other threads.

It should be the law that before you complete an online order you are told who the parcel carrier should be, and perhaps even have to formally accept this. Or you have the goods say for free.

Stops scam texts or emails, would probably put Hermes out of business.

I fortunately have a fantastic Evri driver but it depends on the correct item getting through all their distribution centres and to him. Before he became our local driver, I experienced cases where items have been marked as delivered but no item to be seen (and I’m at home waiting for it the entire time). In all cases they arrived later that night or the next day so it was clearly a case of ticking them off early to meet a target.

Contacting the company is not possible so I avoid using them wherever I can - I never return items through them (have had things get lost before), don’t send gifts etc with them either and use other options (eg click and collect) from online retailers unless there is absolutely no other option and I really want the item.

In my experience, Royal Mail are absolutely fantastic - lots of options, great communication and rarely ever lost an item. I will pick them over all alternatives if I have a choice