The Problem with Evri
Evri’s customer service is deliberately hard to navigate. Here’s what you can expect:
Their callback system rarely works. If you do get a call, it’ll be at an awkward time and you won’t be able to call them back.
Any numbers you find are for drivers only, and they’ll hang up if you try to ask for support.
Their claims process is slow, clunky, and seems designed to deny your claim automatically—or offer you a refund on postage only.
They rely on self-employed contractors, which means inconsistent service and poor accountability.
For international deliveries, Evri outsources to Parcel2Go—so you’re not even dealing with them directly.
What You Should Do If Evri Loses or Damages Your Parcel
Use Resolver.co.uk
Sign up for a free Resolver account. It helps you track communications and build a solid case, especially if you need to escalate to Small Claims Court.
Start Emailing Immediately
Send a message to:
myhermes@mailln.custhelp.com
complaints@international.evri.com
Include your tracking number, details of the issue, and say you're tracking everything in case legal action is needed.
Open a Formal Claim with Evri
It will likely be rejected, but don’t give up. If they offer postage reimbursement, do not accept it.
Escalate and appeal the decision and make sure they don’t close the case.
Escalate Directly to Management and Officials
Email the following addresses (yes, all of them), and CC your local MP:
Let them know how frustrated you are, that you’ve contacted the press, and that you’re considering Small Claims Court action. The goal here is to create enough pressure that the issue is escalated internally.
Push for Full Compensation
Once they realise you’re serious (and potentially a legal threat), you’ll usually hear back from Evri Escalations. At this point, they may offer you full compensation or a goodwill payment. Negotiate if needed.
Final Advice
Always pay for full insurance, even if it seems expensive.
Photograph your packaging before sending and upon arrival—this can be crucial evidence.
Be aware that Evri’s cheaper pricing (especially for international shipments) reflects their lower service quality. You truly do get what you pay for.
If you’re an eBay seller, remember that buyers can file disputes and you’ll likely be out of pocket unless you’re fully covered.
