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Jordan Brough is now boycotting EVRI
An angry customer has blasted EVRI – after discovering his missing Apple AirPods at an auction house. Jordan Brough, of Meir, had sent the AirPods and a protein shake to his girlfriend.
But the parcel never arrived at her Newcastle Upon Tyne home – and he traced them to the auction house. Now Jordan has been reunited with the AirPods and received an apology, a gesture of goodwill, and a refund after StokeonTrentLive intervened in the case.
Jordan said: “I was able to use the ‘Find My’ app to track the parcel’s location via my AirPods. I was only doing it because the parcels weren’t being scanned anywhere on the EVRI system once they’d been collected.
“I watched my package go to Crewe, Barnsley and Rugby, before it finally came to a stop in Cradley Heath. It ended up sitting there for a while. I contacted EVRI to ask for an update on my parcel. They said that they couldn’t find it on their system, but that they’d investigate it.
“I sent them screenshots of my parcel’s location so there couldn’t be any confusion as to where it was. But they were just telling me they were looking into it over and over again.”
Jordan was so frustrated by EVRI that he drove to Cradley Heath to collect the item from John Pye Auctions.
He added: “It had been 10 days and I wasn’t getting any updates from EVRI. So my neighbour and I drove down to Cradley Heath, where we discovered it was in a John Pye auction house.
“The workers at the auction house told me they’d had 125 pallets delivered by EVRI in the past week. For health and safety reasons, I wasn’t allowed to go into the auction house. So I got a manager to come out, and gave him my phone, so he could use the tracking app to locate my AirPods.
“He found my AirPods and brought them out to me. But he didn’t bring any of the other items from my packages. When I asked him about it, he said the items from the parcels aren’t kept together. They are catalogued individually and kept separately, before they’re listed on the auction website.”
Jordan added: “It’s shocking. I’ll never use EVRI again. For the people who are thinking about using them, I would tell them to be very cautious. Make sure you get an AirTag or something to keep track of your parcel.”
EVRI has issued Jordan with a £20 claim settlement, a £30 gesture of goodwill, and a refund of the postage costs. The delivery giant stresses it only sends items to auction as a last resort to avoid sending them to landfill – while sentimental goods are held onto for a longer period of time.
An EVRI spokesperson said: “Our ambition is that every customer’s experience is a positive one. We have apologised to Jordan, whose earphones were wrapped inside a jumper, making them harder to identify. We have made a goodwill payment for the inconvenience.
“We handle almost 900 million parcels a year and the vast majority are delivered successfully on time. Unfortunately, a small number of parcels can’t be delivered, typically this is a result of poor packaging or missing labels, meaning the sender or recipient can’t be identified. We have a dedicated team who work hard to repatriate these items.”
A John Pye Auctions spokesperson said: “John Pye Auctions sells over 25 million items annually and holds contracts with several major delivery companies to manage goods that may have been lost, damaged, or are the subject of completed insurance claims. We are an auction house and as such we generally act as agent, selling on behalf of our vendors. To be clear, we do not buy the items which we sell on behalf of our vendors.
“If we are notified before the hammer falls that there is a dispute regarding the ownership of any asset, we will promptly remove the asset from auction and allow time for the sender to initiate a dialogue with the courier company. In many instances, the courier company has already settled the insurance claim, at which point the ownership of the asset transfers to insurers.”
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