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Watchdog investigates Evri as customers complain about packages that are either not arriving, or being wrongly delivered.
Sue from Gloucester ordered a heated reclining armchair for her which never arrived. She got in touch with Evri and it said it delivered the item to her house – although Sue and her husband live in a block of flats. A few months later, Sue ordered a skirt which Evri once again delivered to the wrong address. Evri told Sue that she must contact the seller about this issue, and the item is still yet to be delivered to the correct address.
Matt is in Hartley, Kent to speak to members of the Neighbourhood Watch group that was set up with the aim of tracking down missing or misdelivered parcels. They found that after the village’s regular delivery driver changed, there would be three of four cases of missing parcels posted to their WhatsApp group every day. They claim to have lost between £200-300 worth of parcels within the space of a few months. One resident spoke to the Evri driver who told him that the issue with the deliveries was down to his boss who was giving them around 400 deliveries per day to complete.
We contacted Evri and it said that its ambition is that every customer’s experience is a positive one, and that it’s sorry that this was not the case in these instances.
It said that more than 99% of the 800m parcels it handles annually are successfully delivered on time and that it’s couriers have received more than three million five-star ratings on Trustpilot. Both Citizens Advice and Ofcom stated that Evri was the most improved parcel delivery company in their most recent surveys.
Evri went onto say that it knows that every parcel matters and committed £57 million of investment in its service delivery standards, with improvements to give customers more time to get to the door, set a safe place for parcels, use What3Words for an exact delivery location or to divert deliveries to one of its 17,000 ParcelShops or Lockers.
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