Evri Non Delivery - cannot get Ebay to refund

[anuroop]

I purchased an item which had an estimated delivery date of 11-16th June. The seller sent it via Evri, using the Ebay link. The tracking showed it moving along the system to my local depot, then was delayed due to it's size meaning it needed a 'specialist' delivery courier. However, the tracking then showed it going back to the sender's local depot. 

I hoped it would move again, but it seemed stuck there. On the 23rd I opened an 'item not received' case with Ebay. Ebay then put this on hold until the 28th because their system looks at the Evri tracking and it shows it still in the senders depot. Ebay's system doesn't seem to look at any of the dates of where it has been.

Evri have now emailed me (after complaining to them several times) confirming the item is lost. I tried to contact Ebay and the agent said there is nothing that can be done and that I need to wait until the 28th and then it would be refunded.

However, I just received another email from Ebay saying my hold had been extended to the 2nd July as the item 'is on the way'! Er, no, Evri have confirmed they've lost it (they say the depot can't find it) but the system still shows it sitting in the depot!

I contacted the seller who says there is nothing he can do on his side as it's showing as being on hold by eBay and they will sort it all out. 

What can I do to get eBay to actually check with Evri that it's been lost so I can get refunded?

[papso22]

Unless you can persuade ebay CS to intervene in the case timeline, you will need to wait.

By the way, the ebay money back guarantee allows you to return items that are late as 'not as described'.

[jennycattifer]

This is why I never buy from anyone on any website now, unless they guarantee they will ship via Royal Mail and never choose the abysmal Evri. My experience is that they are chaotic and completely unreliable.  I dont understand how any courier can ok a driver refusing to deliver to an address because he doesn't want to hurt his car, as happens where I live.  Best in your situation to speak with someone on the phone at ebay and request it be sorted immediately.  I had to do that a few months ago and got my refund straight away after (another) lost parcel.  I hope you get things sorted soon. 🙂

[anuroop]

Unfortunately I’ve tried speaking to eBay on the phone and was told the CS agent couldn’t override the hold on the system. 
Does anyone know if that’s true?

But since then the hold moved from 28th June to 2nd July!

[kath3735_wxmjn]

we have the same problem, local courier refuses to go anywhere that does not suit him and the management response to us was he could do that because he is using his own car.  The company are paid to deliver a parcel and they are not fulfilling their contract!   We never buy from anyone using EVRI, far too much trouble.  Bad enough when some sellers say RM and then use EVRI.

[jennycattifer]

Indeed, they are dreadful.  I just dont buy unless I get a guarantee from a seller or company that they will use royal mail.  Why ebay has hooked themselves up with this nightmare of a company beats me 😞

[eskimobolton]

Welcome to evri

Do what I do in future, that is refuse to buy off evri sellers, and if the delivery option doesn't show the courier then email the seller and ask if they can avoid evri at all costs and you will make offer/buy.

eBay hiding the courier through simple delivery? to the buyer was not a good idea, to me it seemed it was done so they could hide evri !!

Too many times too much frustration and hassle to deal with them - they are simply appalling at best.

>>Bad enough when some sellers say RM and then use EVRI.

yes I have had to go through that as well!

>>Indeed, they are dreadful.  I just dont buy unless I get a guarantee from a seller or company that they will use royal mail.  Why ebay has hooked themselves up with this nightmare of a company beats me

Also I don't understand either. Makes little sense, I mean I know a few people who won't buy if evri are involved - perhaps that's why eBay now "hide" the courier.