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.

[eskimobolton]

absolutely terrible company

if you see how they care for parcels (never mind delivery) you'd never touch them again

out of nine parcels over two years two arrived, driver extremely rude and shouting into a phone angrily

the other left in a busy street in pouring rain

the NEVER get back to you despite ebot email promises

never EVER use them now - email sellers and ask them to send by other courier because eBay hides evri.... they know people avoid evri sellers

[mickjef-91]

you can't these *bleep*'s need *bleep*ing up

[drewskyvitch]

I'm still having problems with evri leaving stuff on my step, even though I've put signs up explaining that parcels can be put through my front window where they are safe, (typical Evri, they have an option of nominating a safe place but it doesn't work and won't accept my post code!) Last night the doorbell went, (wish they wouldn't deliver at night),  and when I went to answer it, which must have taken about 6 seconds, the guy was driving off with the parcels left on the step. If I hadn't have been in, they would have stayed on the step for a max of 5 minutes. Why the hell didn't he just wait for me to answer the door? And why leave them on the step when he could have just put them in the window? One guy that delivers is good, the other completely useless. Come on eBay, sort this out.

[kristeltips66]

I am fed up with Evri, they seem to have a monopoly on click n collect. They are all using Evri. I had one order in July where the Evri was supposed to to deliver my item to the parcel shop. The message said tried to deliver returning to sender. I contacted the parcel shop they said the courier never attempted delivery and other customers had made the same complaint. When contacted the seller it said item delivered??? The seller never received it.  In September I changed the parcel shop  and the Evri courier 2 packages one said delivered but other says delayed still. Third package never arrived still delayed after 10 days. I got a refund, but had to use Evri again but changed the parcel shop. 😱

[kristeltips66]

You can’t complain to Evri, it uses a chat which absolutely useless. They changed their system in 2023 to stop you talking directly to them.

[drewskyvitch]

It's no real surprise things go missing, how much are they paying their drivers? 50p? £1? and most are in cars, 50p gets you about 5 miles nowadays, do the maths. 

     Evri suck in so many ways, I was talking with a sub post master and he doesn't get paid anymore for sorting their parcels and he's sick of people walking in and having to go through them, taking up his time. So they're free loading off the Post Office, they don't deliver sometimes, never on time, lose stuff, leave valuable items outside to be stolen, don't pay their staff a living wage, probably avoiding tax too. The whole set up is a mess, run by amateurs.

[bozzy_s]

For what it's worth my Evri item did actually turn up today, 7 days after being scanned as delivered. It's been stressful but I got my stuff in the end. I did get an email from a human after contacting their chatbot, but they didn't answer any of my questions (like why was the package marked as delivered when it wasn't?)

I do get the business model of being cheap and rubbish. But what is unforgiveable is eBay's policy of forcing the worst courier company in the country on all its customers, and hiding the fact in private seller's listings. It's an absolute disaster which will kill eBay off. Why in the world would a $40 billion company encourage customers to use the platform, force them to use a courier which 'loses' their items, creating stress for both the seller and buyer, and ultimately ending with the buyer having to claim from their card company for non-delivery?

Absolute joke eBay. And they know too - which is why you don't see Evri listed as the courier in items for sale. Just 'tracked delivery'. How to ruin a $40 billion company in one brainless, idiotic, thoughtless, penny-pinching policy. eBay will be making a profit on each Evri parcel - their cost price will be in the region of £1 - £1.50 per item. That's why they went down that route. And that's why eBay UK is unviable and unusable for customers. Round of applause for whoever decided to link eBay with Evri!

[ti-gitu]

I totally agree. Evri are useless. The drivers leave parcels wherever they decide - not at the delivery address. Ebay seem to have some sort of deal with Evri but it is not working. I will be avoiding any sales that use Evri from now on. I will be asking sellers how they deliver and if they say Evri I will not purchase from them.

Sad that the otherwise good service from ebay is being ruined by Evri.

[bcgels]

Evri is loosing about 2 in each 100 parcels I ship. (but can get most of times the refund)

Royal Mail more expensive is loosing about 2-4parcels in each 100 and never received one refund.

Don't know now who is worst.

[mcmh44]

I've had less of a problem with the Royal Mail as compared to EVRI.  Recently the Royal Mail tried to give me the run around with respect to a lost parcel - I sent them a Statement of Claim.  They paid-up very quicky!  The scam here is that they ask you for more money to ensure delivery; this through registered, special delivery, tracked or signed for.  What the customer is really doing here is making an incompetence payment to Royal Mail to ensure your parcel/documents get delivered - it's a joke!
Yours sincerely.

[floppys-r-us]

Destroyed my 100% feedback on 4 times non deliveries stay clear

[mickjef-91]

picture proof,, wrong *bleep*ing door,,never seen again,, government needs to
step in as boss of this *bleep* company most probably get a knighthood

[mickjef-91]

exactly 💯

[mickjef-91]

don't steal first thing a in the bible and quran

[smarts-gaming]

Royal mail have done this scam twice to me now. And youve just reminded me that one item I sent I never even got back when they told me it was on its way back to me too. 

They told customer i didnt pay correct postage when I did and had evidence. Customer was a pain and refused to go to the depot because "why should she" (too large to pry herself off the sofa i presumed). She was demanding refund instead. So i rang depot saying I can provide evidence. They said not to worry, as its been so long the item will now be sent back to me automatically. Ive only just remembered, this was months ago. I never got the item back. I did get to keep the full payment though so thats why I wasnt too bothered. 

Another was an item I recieved. Slip through my door saying postage not paid. I contacted seller, he provided receipt, i went to depot, they acted confused and just handed over the parcel. 

I know everyone complains about evri, im not saying evri are perfect. But my local evri driver is a legend to be fair to him, takes pride in his job. Still with that said, ive also had two items "destroyed in transit" with evri, and one was returned to me flattened like a pancake and looked like had been half eaten by a dog. 

All im saying is in my experience of sending 100s of parcels, royal mail are no better than evri. And at least with evri my parcels turn up at a reasonable time, in the given timeslot. Royal mail turn up at 4pm every day in my area so I have to stay in all day, it does my nut in. 

[brainuk]

Your negative and neutral feedbacks weren't from late deliveries though.

[floppys-r-us]

Yes one was just removed the other received was damaged in post broken, so he put it in the bin neutrals was giving me from a posted bill for over £9 stated at £2.70 simply delivery so I had to cancel the order as this was more than the item was worth

Sent from Outlook for Android<>

[markaxworthy]

Mine were for REPEATED late deliveries of a single package. Once they have promised to redeliver next day but don't, it is necessarily a late delivery thereafter.

Mark

[markaxworthy]

I was first told my Evri parcel would arrive on a Monday. It didn't. No problem, as it was a Bank Holiday.

At about 1133 on Tuesday I was told it was "Out for Delivery" . The delivery was attempted at 1214. This was too short notice for me to get back even if I had received the notification. I came back and waited all afternoon because notification of the failed delivery was only made some time during the night! However, no problem as they promised 24 hour delivery.

I waited in all day Wednesday. Nothing.

I waited in all day Thursday. Nothing. 

On Friday I had to go out for an hour. They attempted delivery during that hour despite giving no warning it was even "Out for delivery". However, I wasn't told about the failed delivery until after I had waited in all afternoon. Never mind. I was told it would be delivered the next working day.

Their site says they work Saturdays and Sundays, so I cancelled weekend plans to wait in both days.

Nothing arrived.

Today, Monday, at 11.33 I received notification BOTH that I have been refunded AND that it is due to be delivered today IN THE SAME MESSAGE.  

I have absolutely no idea what is going on. Do I wait in, or go out?

Throughout I have had around a dozen "chats" with the Evri customer Service AI "Ezra", which have drawn absolutely no practical or human response whatsoever. I have also rung their 0330 "help line", which may have cost me money. It was equally unproductive.

Evri did not make their promised three delivery attempts, they did not live up a single time to promises of 24 hour delivery. The two times they did try to deliver there was either very little or absolutely no warning. Their "Chat line" is entirely unresponsive, as was their telephone help line.

At their request, I gave Evri three alternative delivery options and my telephone number. Nothing. 

The service given by Evri on this occasion has been the worst I have EVER experienced (I am 69) because it has dragged on for an entire week unproductively and cost me four (five if they don't deliver today) full days and several part days waiting in and the cancellation of weekend plans. 

The seller has been communicative. Apparently ebay allocate the courier and he had no choice in the matter. If so, this reflects equally badly non ebay.

[juicesoundequipment]

So sorry to hear, you are describing exactly the issues that we all seem to
get, it's not just the frustration but our own time lost in the process
made worse by the so called customer services, automated or not, its not
fit for purpose. I believe as per other areas of our lives where services
fail (and I have to say don't seem to get better) that a Watch Dog or
Committee should oversee standards as these people are taking our money
(that is the Customers, whether seller or buyer) and not providing the
service which is verging on Fraudulent or Mis Selling. The company has set
itself up to be unanswerable to us mere mortals with no proper access or
communication systems hiding behind expensive, pay for use telephone
numbers, a totally inept website system and a automated bot system that is
(in my assessment) deliberately made to go round in circles or dead end
your complaint. I repeat its not fit for purpose.

John

--
Juice Sound Ltd
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