To be annoyed at Evri for losing my parcel

[MimiGC]

Evri say they delivered a parcel to my house and their 'proof of delivery' photo was completely burred, didn't show anything recognisable at all. Their "support" consists of online chat telling you to try to locate the parcel and when you can't (have tried all the neighbours) they tell to claim for compensation from the company I ordered the item from! That seems outrageous to me - the company provided the goods I ordered, why should they be out of pocket for Evri's incompetence? Is this really how it works ie that the company will replace the item/ compensate me? This has never happened to me before, so I don't know what to expect.

I always groan when a company offers Evri as the delivery service. They've lost my parcels 4 times over the last few years and been late (sometimes very late) often. Customer service is pretty much non existent.

Urgh what a pain in the rear, this happened to me when Evri was Hermes, but i was getting delivered in store apparently they delivered it but the shop was closed. Anyway after an email to the company I bought from I got a quick refund.

I had no idea in advance that Evri was going to be the courier. Do companies normally advertise that fact before you place an order?

Not all companies no, its usually after checkout and you get the delivery info then your heart sinks!

Some do, some don't. You usually get the "nice" surprise afterwards!!!

To add to that our local Evri drivers are great now so I really think its your luck if you are going to get a decent delivery or not.

A parcel I was returning to an EBay seller was lost. Evri compensated me, including their mailing fee. Try calling them. From their website :
The new callback function is an Interactive Voice Response (IVR) phone service that automatically connects customers who call Evri directly to one of its advisors or records a message so they can call back once they’ve looked into the issue. Both services promise to deliver a response in 24 hours or less.
Customers can call 0330 808 5456, 24 hours a day, to leave a message with advisors available Monday to Friday between 8am and 4pm then Saturday between 8am and 2pm.

The courier will not help the person being delivered to because you are not their client. The company sending the parcel are Evri's client, they paid them. Contact that company and they will re-send the parcel and claim back costs from Evri.

Evri used to be totally shit in our area and we had to go through that process several times. They are fine now though (crosses fingers).

If you look on the 'delivery' section of the company's website they will often state which couriers they use, but sometimes it might be a couple of options (e.g. M&S use both Royal Mail and Evri) so you still can't be sure.

You have to claim your compensation from the company you ordered from, and they'll get their money back from EVRI if the parcel is found to have been lost.

You can't go via EVRI because you're not their customer.

I' m sorry OP for your parcel, but feel I need to stick up for our Evri driver, who is absolutely fantastic and we've had him for a few years now. Think the driver makes a real difference to the service.

Although agree the customer service support is atrocious. Hope you get sorted.

@Allthehorsesintheworld @Shellingbynight thank you for that information.

I agree we have had some really bad delivery drivers but atm we have 2 and they are great.

Me too, ours is great and knows us all by name.

This☝️

This has happened to me quite a few times. You just need to get in touch with the company that you ordered the parcel from.

They will refund you straight away.

Point is, time and time again, it Evri that is the issue. Yes, the compensation is the original company's responsibility on technical grounds, but let's face it, Evri is the pits. They seem to gleefully thrive on messing the deliveries up.

I imagine the company then claim back the money from the delivery company

The main issue with EVRI is that it's all dependent on who your local courier is. We've never had a single issue with them here - parcels are always delivered on time or if there is an issue, we're updated regularly.

Royal Mail on the other hand are horrendous and don't even bother knocking - just stick a card through the door and bugger off.

I always try and use a shop delivery. I figure the drivers are less likely to say they couldn’t find a Tesco than a house!

Evri are no better or worse than any of the small parcel delivery companies - you just hear more horror stories of deliveries gone wrong due to the sheer volume of parcels that they handle.

Contact the retailer and they’ll refund or replace (although it may take a couple of days to contact Evri etc. ) They will then be able to claim from Evri.
That’s my experience anyway (working for a global online retailer in logistics 😊)

You claim from the retailer and the retailer claims from Evri. This is because your contract is with the retailer and Evri’s contract is with the retailer.

Unfortunately it’s got and miss with couriers. Evri are much better here than Hermes ever were but that’s pure luck.

Why are people on here defending Evri like it’s their dad’s company?😂

Some have good couriers, others don’t. Just because you have a good courier that doesn’t mean that people can’t moan about their experiences…..

I had an Evri delivery on Friday and they threw the parcel over the garden gate so I randomly found it down the side of the house the next day. I thought they had delivered to the wrong address as they marked it delivered, sent the blurred photo but there was no sign of it.

Have you checked any gates or bins for the parcel?

Sorry OP - very frustrating when it happens! If you contact the company you purchased from, they should either replace or refund. They should be able to claim back from Evri (usually the cost price + delivery, rather than what you paid).

A few months ago, I left my kindle in a hotel. They found it and kindly packaged it up, so I could arrange for a courier to collect it and deliver it to me. Consequently, I was both sender and recipient so I knew exactly what was going on, couldn’t refund myself, but could contact Evri.

They refuse to let you insure certain items. Fragile packages I can understand since it is really the sender’s responsibility to pack it appropriately. But electronic items like my kindle? It is just a license for theft. They make it clear that if they lose an uninsured item, they won’t be held liable, but they won’t let you insure all items. I keep meaning to find a way to complain publicly about this policy. It’s wicked.