Evri underperforms again as Citizens Advice research flags dodgy online deliveries problem — Retail Technology Innovation Hub

All of the UK’s major parcel firms are continuing to let down online shoppers, according to research from Citizens Advice.

Opinium Research conducted a survey between 10th and 31st October of 8,421 Brits who have received a parcel in the last month from Royal Mail, DPD, Yodel, Amazon Logistics or Evri.

Four out of five of them failed to secure even a three-star overall rating out of five after being scored against criteria including customer service, parcel problems and accessibility needs, such as people needing longer to answer the door.

Evri, formerly known as Hermes, came last for a second year running, despite overall improvement, with 1.75 stars out of a possible five.

Yodel got the lowest rating score on any criteria, with just 1.70 for customer service.

46% of customers who had an issue with their last delivery faced further problems when resolving the issue with their given delivery firm.

Royal Mail scored highest, knocking Amazon off the top spot and bettering its score from last year with three stars overall.

Tess from East Sussex was due to attend a wedding this summer. She ordered a number of dresses online to try on – totalling £456, but the delivery firm left her parcel in full-view of a public footpath on her porch. Tess never found her parcel and wasn’t able to get a refund. 

“I’ve checked everywhere for my parcel. I just don’t know why they didn’t leave it with a neighbour and why they thought it was ok to leave it there without anyone signing for it. 

“The shop I ordered from said as far as they’re concerned the dresses had been delivered. I’d have to take it to a small claims court, which would be too stressful. I was so angry as £456 was so much money to lose. It’s put me off spending so much money when ordering items on one delivery now.”

Clare Moriarty, Chief Executive at Citizens Advice, says: “One year on and parcel firms haven’t got their act together, with nobody delivering a four or five-star service.”

“Behind the figures are shoppers seriously let down when parcels go missing or are late. The needs of those who rely most on online shopping, such as disabled people, are being forgotten.”

“Our findings show there’s more for Ofcom to do to protect shoppers, and if these firms don’t up their game, it should be fining them.”