Struggling to get help with a missing parcel or delivery problem? With Christmas approaching and millions of parcels expected to be delivered across the UK, Evri is introducing three new customer support options designed to help consumers get assistance more quickly during the busy festive period.
The changes include priority access to live customer service advisers through the Evri app, a new direct email channel and an expanded escalation service called Tell Us Straight. Evri is also investing an additional £1.5 million in customer service, bringing in around 240 extra colleagues to support customers over Christmas.
What are the new options and how could they help if something goes wrong with your Christmas delivery?
Image by Monika from Pixabay
1. Tell Us Straight: Escalating serious delivery problems
If you’ve experienced an unresolved problem with a parcel delivery, Evri’s Tell Us Straight service offers a direct route to raise your concerns.
Launched in August 2026, the service allows customers to escalate issues for review, with Evri stating that customers receive a response within one hour during operating hours. It is intended to help ensure that serious concerns are reviewed quickly and appropriate action is taken.
If you have already tried to resolve an issue through the usual customer service channels without success, keep a record of your previous contact, including dates, reference numbers and any responses. This will help you explain what has happened and why you need the matter escalated.
2. Priority customer support through the Evri app
Evri is making it easier for customers to access live customer service advisers directly through its app.
The new priority support option is designed to allow customers to get help and receive updates through the same platform they already use to manage their deliveries. The aim is to make it easier to speak to a real person when digital assistance alone isn’t enough.
This could be particularly useful during the Christmas rush, when consumers may be trying to establish where a parcel is, report a delivery problem or find out what happens next.
If you regularly receive parcels through Evri, make sure you have the app and that your contact details and delivery preferences are up to date. Familiarising yourself with the available support options before a problem arises could save valuable time when you need help.
3. Direct email access to Evri customer services
A third new option is direct email access to Evri’s customer service team.
Evri says intelligent triage technology will assess enquiries and direct them to the most appropriate adviser. The aim is to ensure that customers receive relevant support more quickly, with enquiries prioritised according to need.
For consumers who prefer to explain a problem in writing, email can also provide a useful record of what has been reported and how the company has responded.
When contacting customer services about a missing or delayed parcel, include your tracking number, order details and a clear explanation of the problem. Keep copies of your correspondence so you can refer back to it if you need to follow up.
£1.5 million investment in Christmas customer service
The new support channels form part of Evri’s wider investment in preparing for the festive season.
The company is investing an additional £1.5 million in customer service and recruiting around 240 extra colleagues to increase its capacity to respond to enquiries during its busiest period. This sits within a broader £32.2 million investment in Christmas readiness.
Evri has also reported that around 85% of customers using its digital channels get the answer they need first time. However, the company acknowledges that customers sometimes need additional help from a live adviser.
The key test will be how effectively these additional resources translate into a better customer experience when parcel volumes rise and delivery problems need resolving quickly.
Evri delivery diversions: What happens if you’re not at home?
Customer support isn’t the only area receiving attention. Evri is also highlighting the flexibility offered by its network of more than 14,000 ParcelShops and Lockers.
Where unexpected disruption prevents a delivery route from being completed, eligible parcels may be redirected to a nearby ParcelShop. This could allow customers to collect their parcel sooner rather than waiting for another delivery attempt.
Evri says 94% of the UK population lives within two miles of its nearest ParcelShop or Locker and many ParcelShops offer extended opening hours. Customers should receive updates about the diversion and can collect their parcel at a convenient time. Availability depends on parcel eligibility and the circumstances of the delivery.
If you’re expecting an important Christmas delivery, keep an eye on tracking notifications. If a parcel is diverted, check the collection location and opening hours before travelling and follow the instructions provided by Evri.
What should you do if your Christmas parcel goes missing?
Even with additional customer service staff and new ways to get help, delivery problems can still happen. If your parcel doesn’t arrive, there are several practical steps you can take.
Check the tracking information. Look for the latest update and any delivery photograph or information about where the parcel was left.
Check your delivery preferences. Look at any nominated safe place and ask neighbours if they have accepted the parcel.
Contact the retailer. If an online order hasn’t arrived, remember that the retailer is responsible for ensuring the goods reach you, unless you arranged your own independent delivery service.
Keep evidence. Save your order confirmation, tracking updates and correspondence with both the retailer and courier.
Escalate unresolved problems. If you cannot resolve the issue through the usual channels, use the appropriate escalation route and explain what you have already tried.
If a retailer fails to deliver your goods within the agreed timeframe, you may have rights to cancel and obtain a refund. Your options will depend on the circumstances, including whether a particular delivery date was agreed and whether it was essential.
Will the new Evri customer service options make a difference?
Giving consumers more ways to contact a company is a positive step, particularly during the Christmas delivery peak. Priority access to live advisers, direct email contact and a route for escalating serious concerns could help customers who struggle to get an issue resolved.
However, the real measure of success will be whether consumers can access the right support, receive clear information and get their problems resolved without having to make repeated attempts to contact the company.
For anyone relying on online deliveries for Christmas presents, preparation is equally important. Check your delivery preferences, order early where possible and keep track of important parcels.
Have you experienced problems with a Christmas delivery with any courier? I’d love to hear about your experiences and whether you think new customer service options like these would make a difference. More ways to contact Evri can be found in this blog post.
Image by Alexander Fox | PlaNet Fox from Pixabay
About me: Jane Hawkes is a consumer champion and customer service expert, sharing practical advice to help consumers understand their rights and get better outcomes when things go wrong.
