Complaints about Evri, please stop using them, they may be cheap but they don't deliver

[juicesoundequipment]

There are highs and lows for many delivery companies. Sometimes, we, as a business find one is ok for a period and then we have to move to another. Staff seems to be the key, rather unsurprisingly but we keep our options open and on many days use multiple companies. I have seen complaints about royal mail, Yodel and Evri (Hermes) most recently but to date I have to say that being a small seller and sending up to 11 or 12 packages a day Royal Mail works for us. But buying is a different matter and this is where I join in others by asking why does eBay continue to support a company like Evri, who to us, has failed consistantly to deliver or even when it has finally got to us the delivery is substandard, smashed, broken. I am yet again awaiting a package costing over a 100.00 and being resold as part of another set of items. three days after its last due date its not here and tracking has stopped, you dont know where it is, just the intended date and delivery but marked as delayed. This has happened so many times that now I pre empt and ask sellers not to send via Evri and if they have, as soon as it is delayed I start asking, using all the email address I have for Evri and eBay providing the tracking numbers. It costs me time that I could use elsehwre but this is because out of each three items lost I may actually get one by being quick. Seriously this is how many iotems go missing, get lost, are broken or the lates one is "destroyed" Sellers please understand, using Evri will end up taking a lot more time, cost you more money and probably losing the sale. By the same implication this must be costing eBay, who we know is all about the money, one hell of a lot of money. Evri may be cheap but they dont do the job. The mistake by many sellers is they dont understand that they have a reposnability to ensure the item gets to the buyer and not that it ends when they hand it over to the courier who is only contracted by them to deliver. In our case that contract has been broken many times and has cost sellers time and lost sales while eBay has had to fork out a lot of money in compensation. For us its loss of business, lost sales, while we will never use Evri to send we still have sellers we buy from keen on the "cheap" price and dont realise its false economy.

If you have bad service from Evri please complain, lets raise this profile and either get them to understand that its not about chat bots and automation, its the people they use to deliver, to handle and its obvious they are not motivated. Whats the use in having such a basic tracking and AI when the system just does not know where your package is or where it has been delivered or what to do about it when it is gone...... Somewhere in the ether of Evri.

[drewskyvitch]

Here's a nice one. I bought a vintage bracelet from the US. Was told 9am today that it was "being delivered" and "on its way". It arrived at 9pm. When I opened it, no nice bracelet, (that took me months to find), but a pair of womens leggings. When I look at the labels, the top two have my address, the bottom one has the address of the intended recipient of the leggings. There is a piece missing from the corner of the middle label, presumedly where it was ripped off my parcel with the bracelet in. So how far will eBay go to support these criminals? Absolutely no problem with Royal Mail. This is the third parcel to go missing from Evri/Hermes/Yodel whatever the crooks call themselves nowadays. To make it worse, there is absolutely no regress that I can see. As far as eBay are concerned, the parcel has been delivered. Yeah, I'm well miffed.

[pyhamner]

I had the same problem and told them I was going to the police to report a
theft . Two days later pushed through my letter box the item not even in a
bag.. presume they recognise they have a problem but not willing to take
action.

Pete

[infohelps]

My husband bought a watch on eBay and kept waiting for it to arrive.  Eventually he looked on his purchases list, and was shocked to see that the item had been 'delivered' two days previously.  We didn't have it, and we hadn't been out.  He messaged the seller and asked them to check with their courier to see if there was any further information.  The seller said "Evri delivered it so I know you've got it.  Im not wasting my time with scammers."   So my husband opened a case as 'item not received'.

Ebay closed the case when my husband asked them to step in, and said that the item had been delivered so 'no refund'.  He phoned eBay (twice), and the CS reps reiterated that there would be no refund if the item was showing as delivered.   Twice he asked to be put through to a manager or to make a formal complaint, and twice he strangely got cut off. 

So we have a worrying situation here.  eBay are pushing people onto a disreputable courier service, by penalising private sellers who exclude them as a postage option by increasing Royal Mail's postage costs.   And are then refusing refunds when the items are lost or stolen as long as it is showing delivered.   

It is no longer safe to buy or sell on this platform any more. 

[drewskyvitch]

Thanks Pete, I am planning on doing the exact same thing, give the delivery driver 24 hours before reporting to the police. I know its the driver because the last driver delivered about 80 items with no problem, as soon as this new guy turns up, I've lost two parcels out of about 8. I'm just completely stunned that eBay think this is acceptable at any level. To work in the sorting office at the Royal Mail you used to have to go through all sorts of security checks, it seems Evri, or whatever name they're using at the moment, just employ anyone off the street to handle peoples property.

[pyhamner]

Ask evri for a copy of proof of delivery ie photo.

[pyhamner]

This will make you laugh last week when our regular driver was off(must say
he is brilliant) I caught this evri driver going up and down our street.
Went out to see if I could help he could not speak English!!!!

[sagar_7468]

Of all the jobs out there, speaking conversational English I'd say is one of the least important things for a delivery driver. Reading maps, using Google maps, reading, driving and actually turning up and trying are much more important. And well done to the guy for taking on an unrewarding job, more than many of my embarrasingly workshy Anglo friends.

A request to stay on topic, which is trying to put pressure on eBay to abandon EvRi as a courier because of their atrocious attitude to actually delivering parcels.

[drewskyvitch]

The job may be low paid but the perks appear to be quite good.

[juicesoundequipment]

Hello That is a shame, a real shame, the fact you have to disclose what is
in the package for customs clearance then leaves it open to theft, its
obvious and yet they continue in this charade of having you openly declare
the contents for all to see. A similar thing happened to me years ago,
rather naively I sent via registered envelope in the post to a colleague in
france, a sum of money that he needed. That part was genuine, nice guy just
needed his last part of his wages and the banking system was not as joined
up as it is now. Post Office told me that it was the best and most secure
way to send. I wrapped it in such a way that it did not look like cash.
i.e. not square etc. Put it in the registered envelope and gave it to the
clerk who asked what the contents was. I replied "cash" to which they then
wrote that on the customs declaration. I panicked was was assured it was
safe and it would get there, lo and behold a few days later the envelope
arrived, neatly slit open and the cash gone. It was delivered, the envelope
that is, nothing inside.

Since then I have tried all ways to make sure that the declaration does not
state anything of value, rather hard to do as some sellers insist. There
should be a rip off declaration label so it is taken off at the customs, I
si=uppose that would be too much or a bar code system for the contents so
the average delivery guy does not have a clue.

I feel for your loss, very frustrating

[juicesoundequipment]

Not unusual and sorry to hear, we are the losers the little people who buy
from sellers on eBay and trust it to look after us, note that I said
sellers on eBay and not eBay itself, eBay only care about the huge profits
they make and is in the end, a platform that allows someone who does
not give a damn about the society in which they live and work to abuse
those who mistakenly trust it. Yes there are scammers on selling and
buying, we all, I think, understand that,but then to find that there are
scammers/thieves within the very system that eBay espouses as its "best"
delivery system. What's worse, they fight so damned hard for you to not
contact the seller, no comms, no information, when you are trying to buy a
high value item you want to know who is selling, it becomes personal, you
are not buying from eBay, you are buying, as in this case an expensive
watch, you want to know who, why and where and you want the best delivery
platform, preferably by hand, on a silver platter, why not? Then you get no
choice with a reluctant "I cannot afford to live so have to do this
job" person who actually could not give a S**t about you but
see's a quick buck for taking something that only means a few pounds to
them whereas to you it is so much more......

How do you even know if that person sent the watch?

Think about it, someone sticks a poster up outside your house from another
city and says you could buy this expensive item from me. Send me money and
you can have it, no telephone number, no contact information, just give me
your credit card details. You would not do it, would you? Yet here we are,
that poster is in your home, on your screen and you do it. The system is
ridiculous and only works on trust and you would have thought that that
trust, to make sure, would be through the whole system, from listing
through purchase to delivery. but its not.......

We used to sell on eBay, not allowed now as we could not show receipts for
the pallets of returns we purchased in bulk from big companies, all good
stuff, checked and vetted we stood by our products. eBay closed us down
even though we had 100% feedback across all platforms and tried so hard to
make sure that our service was second to none but eBay interfered, we
complained and lost. Trying to talk to eBay is a complete no no, they have
no interest. There is someone higher up who has the wrong view of the
platform and as many say on here say it is on its way down. Do you know
something, we do Vinted now as well as our own Shopify and sell twice as
much, it took a couple of months to change over, still the highest
standard, still the best delivery system for the value of the item.

--
Juice Sound Ltd
Silk House
Borough Hill
Daventry
Northants
NN11 4NB