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.

I will also get parcels delivered to my local shop so I can collect it
i do this if it’s something expensive or easily broken

I complained to the company I bought from who have sent out another order for me. All good and well except I then get this....
No one has ever struggled finding my semi detached house on a regular street before. And our evri driver is ace.

Evri use local couriers, my one is fantastic, no complaints at all. Guess I'm lucky.

Our service is very good. Poor lad was still delivering at 8.45 last night. The woman who did the round before him was brilliant too.

We had 5 Evri parcels sent to us in November. Only 1 arrived. Lots of similar stories on our local Facebook. It’s so appallingly bad. There must be piles of parcels sitting somewhere ‘lost’. Either that or a network of parcel thieves working across the Evri business. This volume
of parcels can’t just vanish.

My retailer have now deemed my parcel with Evri to be lost and have refunded me as one of my items was no longer available - what a waste of 3 weeks. I found alternative items at a different retailer and ordered them on Friday evening - standard free delivery. New retailer uses DPD and I received my parcel at 10:15 this morning. Exactly when their updates said I would receive it! If DPD can manage it what on earth is going on at Evri!

I will definitely be picking retailers who use DPD over retailers who use Evri in future. What a shame for the retailers in the current environment.

I sent my sister's Xmas present on 28th November to Norwich and it's still saying it's "on it's way but delayed". No update on that since 3rd December.

Evri chat bot just sends you round in a frustrating loop. So I'd love to know how the retailers complain!

Wondering how long to leave it before I deem it lost to be honest.

Since I have now come to the end of my Evri relationship (we've broken up for sure) I thought I'd come back and update in case anyone is interested/still waiting!

So I had 4 parcels with 4 different retailers due to be delivered by Evri (since November 27th). All were marked on Evri's tracking as having been received at the Evri depot but that is where the story ended. No further info or movement or sign of the parcels.

I went back to the retailers to investigate and as of today, ALL of those parcels have been officially declared 'LIT' (lost in transit) by Evri.

One retailer even said that as far as they could see my parcel had in fact NOT been scanned in at the depot, so no idea why the tracking told me it had been.

So, long story short - good luck if you are waiting for your parcels and I really hope you don't have my experience!