Are you trying to get a refund from Evri? Has your parcel been lost or delayed? As a consumer champion, I hear from people every day who are frustrated by delivery problems and struggling to get the answers they need.
The good news is that Evri does have several ways to contact its customer service team. The trick is knowing where to start, what information you’ll need and what to do if your problem isn’t resolved.
I’ve put together this guide to help you navigate the process, find the right contact options and understand your consumer rights.
Start with Evri’s official contact page
Before trying to find an email address or searching for a telephone number, visit Evri’s official Contact Us page.
This is the best starting point because it brings together the available contact options and directs you to the right process for your enquiry. You’ll be able to access Evri’s chat service, telephone support and its escalation route if you’ve already tried to resolve your problem.
How to contact Evri online
Evri recommends its online chat as the quickest way to get help.
Visit the Evri Contact Us page and select the chat option. Its digital assistant can provide information about your parcel, help with certain delivery changes or create an enquiry for a customer service adviser to investigate.
If your problem needs further investigation, make sure you provide the requested details and your preferred contact information. Evri says it aims to respond within 24 hours or less after an enquiry has been created but this is just a guide not a promise.
If the automated options aren’t resolving your issue, don’t simply keep repeating the same steps indefinitely. Move on to another published contact option or, if you bought the goods from a retailer, ask the retailer to intervene.
How to contact Evri by telephone
If you’d prefer to speak to someone, Evri’s published customer service number is: 0330 808 5456.
Evri’s telephone service is available 24/7, with customer service advisers available Monday to Friday, 8am–4pm, and Saturday, 8am–2pm. The automated service can also record an enquiry for a callback. Do NOT call any premium rate number beginning with 090. This is likely to be a scam and you will be charged.
Have your tracking number ready before calling. You may also need the number from your ParcelShop receipt or a calling card left by the courier.
If you’re having trouble getting through, return to the official contact page to check the available options.
What if Evri hasn’t resolved your complaint?
If you’ve already contacted customer services and your problem remains unresolved, Evri has a NEW escalation route called Tell Us Straight. This is intended for customers who have already given customer services an opportunity to resolve their issue.
You can access it through the Evri Contact Us page. Look for the Tell Us Straight section and follow the instructions to contact its senior team.
When escalating your complaint, explain what has happened, when you first reported it, what responses you’ve received and what you want Evri to do to put things right. Include your tracking reference and any relevant evidence.
Keep copies of your correspondence and make a note of when you contacted Evri. A clear record will help if you need to take the matter further.
Should you email Evri directly?
Although official processes can seem very slow and tedious, it is still best to use Evri’s published contact options first, rather than relying on email addresses shared on forums, social media or elsewhere online.
If you’ve already raised an enquiry and it hasn’t been resolved, use the escalation process described above. This gives you a clear route to explain why the original response was inadequate and what needs to happen next.
Please don’t assume that sending an email to an address you’ve found online will automatically create a formal complaint or ensure that your case is investigated.
For international orders you can email claims@international.evri.com
What if your parcel is lost, delayed or marked as delivered when it hasn’t arrived?
This is where it’s important to understand who is responsible for sorting things out. If you’ve bought goods from a retailer, your contract is with them and not the courier.
Under the Consumer Rights Act 2015, the retailer is generally responsible for ensuring that goods are delivered to you unless you arranged your own independent delivery contract or another exception applies.
If your parcel hasn’t arrived, has gone missing in transit or has been delivered somewhere you didn’t agree to, contact the retailer and ask it to investigate with Evri.
You shouldn’t have to spend hours chasing a courier to resolve a problem with an order you’ve placed with a business. The retailer should take ownership of the issue and explain how it intends to put things right.
If the retailer cannot deliver your goods within the agreed timeframe, or within the applicable legal timeframe, you may have rights to cancel your order and obtain a refund. The precise position depends on the circumstances.
If you’re the person who booked and paid Evri directly to send a parcel, the position is different. In that situation, you should use Evri’s contact and claims processes as the sender.
What if you’ve exhausted all the official contact options?
If you’ve followed the published process, used the Tell Me Straight option to escalate your complaint and still aren’t getting anywhere, you may need to consider your next steps.
Depending on the circumstances, these could include making a formal written complaint, contacting the retailer or marketplace, using an appropriate dispute resolution service or seeking advice about your consumer rights. Send a formal written complaint to Evri Executive Office, Capital House, 1 Capital Boulevard, Morley, Leeds LS27 0WH.
You can also find practical advice and share experiences with other customers through the Evri Customer Service Complaints & Advice Facebook group. Sharing your experience on the Evri complaint page on Complain.biz can be a useful step. It’s a complaint forum where you can connect with others who might have useful advice or similar stories.
Please remember that online groups and third-party advice are not a substitute for raising your case through the appropriate official channels.
Contact your MP to complain about courier companies just as this customer did after exhausting every single other option.
“Then I emailed my MP more to complain about Evri being uncontactable but to my surprise my email was passed to one of their researchers who contacted Evri on my behalf via Evri’s Parliamentary Liaison, yes Evri have at least one employee whose job it is, is to respond to Parliamentary contact requests.”
In a nutshell
I understand how frustrating it is when a parcel goes missing or you can’t get a straight answer about a delivery. You deserve clear information, accessible contact options and a proper response when something goes wrong.
However it is worth starting in the right place. Use Evri’s official Contact Us page, keep a record of your enquiry and escalate through Tell Us Straight if customer services haven’t resolved the problem.
If you’re waiting for something you’ve bought from a retailer, don’t forget that you should contact the retailer directly. In many cases, that is the most effective way to get the issue sorted and it is their responsibility to do so.
If you need help contacting any company, getting through to a real person, cutting call wait times and chatbots then there are lots of tips as to how you can do so in this blog post. I can contact the uncontactable and I can and will help.
You can of course email me if you have exhausted all other options jane@ladyjaney.co.uk.
Need more consumer advice? Please take a look at my consumer rights articles for practical tips on dealing with companies, resolving complaints and standing up for your rights. I am also on Facebook, X, Instagram and LinkedIn
About Me: I’m Jane Hawkes, aka Lady Janey, a consumer champion and consumer expert specialising in customer service and travel consumer rights. With 30 years’ experience on both sides of the counter, I help consumers understand their rights and get the answers you deserve. I also work proudly with businesses to help them deliver the very best customer service experiences.
Evri Q and A – July 2026
I approached Evri to get answers to your most asked questions. Here they are:
Was Hermes to Evri just a name change or has anything else about the company really changed?
The rebrand was triggered by a change in ownership of the business, which required us to change our name.
When the business rebranded, we said that we wanted it to be more than just a name change – we wanted it to be a statement of intent about our business.
We pride ourselves on delivering a high quality, cost-effective service which is a fantastic alternative to the traditional carriers.
As part of this we know that we need to deliver improved customer service. We’ve invested heavily to address this, in a range of ways including:
- Enhanced training for our couriers
- We have invested more than £10 million into improving customer service as part of our ‘Answer for Everyone’ strategy. This includes more people and an easier to navigate service which will help more people, have more conversations with our teams, more quickly.
What is the best way to contact Evri and speak to a real person?
We offer a variety of ways for people to contact us while also keeping the cost of delivering a parcel to consumers to a minimum. Our chat service is the quickest way, and first step customers should take, to contact us for support. Customers are able to make immediate changes to their delivery or create an enquiry for an Evri customer service advisor to look into. Customers will be able to select their preference for a call or email and we’ll be in touch once we’ve investigated.
Whichever way customers choose to contact us, the initial contact is focussed on getting the right details. It’s important to understand that to ensure a helpful conversation, our customer service team members need to carry out a full investigation. This involves analysing the tracking data for the parcel, courier delivery photos and geo-location tagging which shows exactly where the parcel was delivered to. They also speak to the courier and the depots where necessary. Customers will get a response in 24 hours or less once this investigation has been carried out. This enables a more helpful conversation.
Many customers are increasingly frustrated with the futility of the website chatbots. Are there any plans to improve this system?
On average we deliver 15 million parcels a week and a chat service helps us cope with busy periods. However we recognise that customers will have their own preferences. Our chat service is popular but we have invested to provide customers with a choice of how they speak to us. Customers can call 24/7 with advisors available Monday to Friday 8am-4pm and Saturday 8am-2pm.
Why does it take so long to get a reply from Evri? What happens if I miss the call?
Since launching our new service, we aim to ensure every customer gets a response within 24 hours. If the advisor can’t get the customer on the phone they leave a voicemail for the customer to call us back. Our callback service has been built to accommodate this scenario and identifies if it’s a return call not a fresh contact and lets the customer through to speak to an advisor without the need to go through the options again.
How does Evri intend to improve its service to customers and regain trust?
Our service levels are now among the highest in the industry and this is reflected in our Trust Pilot score where more than 3.5 million customers have given us 5 stars and our couriers have been given an average 4.7 stars out of 5 by the customers in the communities we deliver to.
We remain committed to making improvements to reflect the size of our business today.
In our depots we also have dedicated teams whose role it is to reunite people with their parcel. They go to extraordinary lengths to track down unclear or incomplete addresses on parcels as well as parcels which have come unwrapped during the delivery journey and other delivery problems. They are some of the unsung heroes of our business.
Hi my name is David Lutumba I’m living in Dublin
so my tracking number is HO1lOA0003712333
so today I received the text for evri they said I received the parcel, but since morning I’m in home and I didn’t received any parcel about evri
so could you help me to find the solution
please
Hi David, sorry to hear this. Contact your retailer and ask them to investigate as your contract is with them not Evri. Make your problem theirs.
this is a complete shambles of a company no wonder they don’t respond.do your job and give your customers the information they deserve, if you can’t deliver get a company that can ..absolute mess..William mccann
I have been chatting with Evri chat online, received an email from one staff Claire about my parcel which was delivered to wrong address since the 1th of August. the man in the address rejected the parcel and the carrier man took it back but it never got to me. I have called no way, chat them up and sent email too. but not has been done.
please how can get my parcel. it cost me £200.
Your contract is with the seller/retailer Ngozi. Ask them to track the parcel for you.
Hi! Did you solve your issue? Where did tou send emails? Can I have the email address please? Thank you!
I had the same problem nuy my parcel was photographed but it was the wrong address,after several back and forth emails and nothing blaming the other and then telling me I gave them the wrong address I lost it and got very angry.
Hello Evri I missed my delivery on Wednesday and I’ve been trying to reach the customer service since then but to no avail. Please can you help send back to me
Tracking number: HO23FA0560339245
I thought that after the takeover Evri would be better. How wrong I was !!
I am expecting my parcel today from comfort shoes China. my address is flat5 , 17Beckway Street London. Se17 1af
Hi, your contract is with the retailer and not Evri. It is their responsibility to sort this for you. Make your problem theirs.
I sent a parcel back on 3/8/24 via evri I received parcel returns receipt code.(P9338712). Shein have not received the parcel . I have tracked via evri website and its stating the code is invalid. This code is printed on Evri letterhead. can you look into this matter immediately as its delaying refund process
Hi Miriam sorry to hear this. I am not Evri, I am a consumer champion who helps people to resolve issues caused by Evri. If you are returning a parcel to a retailer, contact them to see if they can track it and check the reference number.
please can you tell me how to pay a customs charge it says on my tracking I need to pay but I haven’t had a message telling me what to pay it’s been a disaster trying to get in touch with you my tracking number is H04G0C0002128000
Hi Dawn Evri is not my company. Please email me jane@ladyjaney.co.uk with parcel details so can check this is not a scam.
I sent a parcel with evri, the parcel wasn’t delivered and the parcel was not returned to me. I tracked the parcel, it shows evri received the parcel and did not deliver the parcel. this is the parcel track number ( C00HHA0552022341)
Hi Joel could you email me the delivery postcode? jane@ladyjaney.co.uk
lady Janey please help me I am at my wits end with evri right now and don’t know what to do.
I have attempted to contact via phone and chat bot for the past 24 hours. I contacted the seller yesterday who said they would expedite my order. yesterday should have been re delivery but they may have had too many parcels.
I was taking my cat to the vet yesterday and asked a neighbour if it came would they take it in
they then attempted to re deliver today but did jot even attempt to knock on my door and went straight to my neighbour. I don’t leave the house a lot as I had major surgery 3 weeks ago and am having mental health problems and this really isn’t helping
I contacted the seller again today but they can just pass it on to evri again prior to that I called evri business line but they couldn’t help either. I’m home 98% of the time it shouldn’t be this hard to get a delivery
Hi I’m so sorry to hear this Natassia. It’s the responsibility of the seller to sort this for you as they have the contract with Evri. If no joy, cancel order, request refund and order from somewhere else instead- a company which does not use Evri as a courier.
They said they turned up 2 nights ago to pick up 2 boxes. I was in all day and they were due to call between 5 and 7.
I emailed the message informing them they did not come & I have a security camera on my door. I received a reply back yesterday they would come that night between 5 and 6. I had informed them I would be home all day sat sun and Mon. They came 4.30 not 5 no one was in until 5. I noticed this morning at 7 when i took my green rubbish bag out. They had left a parcel in a plastic box outside no parcel note through the door.
I commented last night on evri Facebook page and received a Facebook friend request from evri customer details for all my details customer no email address etc AT 11PM last night she is dressed in a blue evri t.shirt I don’t know if it’s a scammer or genuine. I didn’t reply with details until I have checked with the catalogue itself
Please forward me screenshot of message and also more info Julia, I can check for you. You are right to be cautious about sharing personal details. My email is jane@ladyjaney.co.uk
This whole company is a shambles. Delivered to the wrong address 4 doors down. From the photo was sorted out but not good enough awful couldn’t get through to anyone to complain
Evri are not fit for purpose, very poor service. We have been trying since December to trace a lost parcel that is still showing to be in holding since 5 December. Numerous attempt on the phone proved useless, cannot speak to anyone, automated misinformation about the parcel, then cuts off. The chatbot is even worse, useless system, left message on one rare occasion, but nothing came of it. Latest we have written to CEO as suggested here. Finally got a reply from operations to fill in a complaint form online, completed twice now and still no response. Nothing to inform us that they have received our complaint. This is becoming Increasingly frustrating. We used the PO to send the parcel, we thought it was by Royal Mail, but they contract it out to Evri, we learnt later. Complained to PO but they will not take responsibility, despite the fact we used them in the first place. The whole PO and Evri contract is a complete shambles. Thank you for doing your your best to help, by giving us the first contact, but that doesn’t seem to action them in offering customer care. Only fill out a form and then ignore it. Not sure what the next step is now. Is there a regulatory body overseeing this chaos?
Hi, sorry to hear this. Please do email me your tracking number and the delivery address and I will look in to this for you jane@ladyjaney.co.uk
Hi
I had a probelm whem i dint receive a barcode contacted evri they said refund the label and you will get your money back in 3-5 working dayz its been 14 dayz im still waiting no cant even catch hold of any advisor
Services is really bad
Hi Ruben, please escalate your issue to exec level for resolution using the info in the blog post. Agreed, service is dismal.
We’ve been having every parcels delivered for quite a few years at Parkview Apartments, Southampton, SO15 2NZ. Never had any problems. It seems now we have a new delivery person who is just leaving in the communal foyer at the bottom of the stairs and not taking them up to peoples flat doors. This has happened quite a few times this week and two parcels have gone missing. This is a communal entrance which is not security wise so they need to go in the lift to the floor appropriate with the number of the apartment in and leave it outside the apartment door. They are obviously gaining access into the building but not bothering to go in the lift to the floor where the flat number is so anybody else coming in and pick up that parcel and take it with them. This is never happened before with your company so it seems that you have a new delivery person this week it’s causing this problem. Please could you let me know what your attitude to do about it and I was I will not be able to order anything that uses your company. I am awaiting quite a large parcel and really do not want to lose it Mrs.
Dear Jacqueline, I am not Evri, I am a consumer champion who helps people to deal with issues created by Evri. I would suggest that you do not order from any companies which use Evri as a courier. Your contract is with the retailer not Evri and therefore responsible for the delivery of your large parcel.
I am trying to return a parcel,have been for a week it gives me the tracking number but does not print it on label, please help
If you are trying to return a parcel to a retailer they should be able to provide you with a returns label. If you are choosing to return a parcel via Evri I would choose an alternate courier Aileen.
when will I reserve my package plz been almost three weeks
HI Alan, your contract is with the retailer, please contact them to locate your package.
l don’t have a tracking Number, Evri say they only have my address on a damaged parcel, if l don’t send them charges they will charge me £30. l have tried to send them these charges by my bank card but my bank won’t pay it,they
said the site is suspicious,scammy.
What happens to my parcel.l have not been able to speak to them
thro their switchboard
No Tracking numbers!!
can you help please
If you sent a parcel then there will have been a tracking number attached to it. Initiate a claim via the Resolver website or email executive team members as per info in the blog post.
I’m not happy, I ordered an item on eBay, I was tracking it, it was on the way to the courier at my location, but it never reached him as it was damaged beyond repair, that happened between the evri depo in my location and my courier… why is no one countable for this, that item is never going to get to me as I think it was stolen, package ripped open, now I have to wait longer to get the item I ordered. All because someone had sticky fingers, why are they still working with evri, i don’t trust evri they only have thieves working for them.
Sorry to hear this Vivienne. Any suspected criminal activity should be reported via official channels with supporting evidence.
I have ordered something paid nxt day delivery had txt saying between 11am n 12pm today then it got delayed till 15pm to 16pm then saying g it’s gonna be Monday not happy want a refund just like every one else take the money for a service you can not provide
I am not providing the Evri service Mark, I just advise how to contact Evri as a consumer champion, thanks.
how can you be a consumer champion , for a corrupt company that take money from people for a service that they are not providing, how is it the fault of the retailer or consumers who send a parcel with evri, as a contract has been initiated for a delivery that is prone to failure and does not allow or accept responsibility for their incompetency into getting human contact.
Dear Les, I am a consumer champion because I help people to contact seemingly uncontactable ‘corrupt companies that take money from people for a service they are not providing’ and get the refunds or redress that they are due. Emails from Evri customers requesting help to sort issues, which by the way I provide free of charge, top my inbox on a daily basis. Failed deliveries are not the fault of the retailer or the consumer. However issues can be avoided through a better choice of courier. I hope this helps clarify things for you.
yes this is terrible i called the number witch i might add being charged for it but it,s an answer machine like thing still not satisfied they just keep saying to take it up with the person you bought the stuff from getting pushed from piller to post on this one this is the first time something,s gone wrong for me & all i wan,t is to contact my courier by phone so he can get the parcel to where it should be going it,s the right address on it but wrong name how do i change the name so my grandson can recieve his parcel.
Unless you booked the delivery yourself the contract is between the retailer and the courier Norma.
so I was told my package was being delivered on the 24th of August. seven minutes later i was told it wasnt being delivered due to damage and was being sent back to the seller. Got intouch with the seller whom said it was apparently lost. Who is telling the truth here? Everytime Hermes is involved In a delivery something happens. I’ve emailed them got a bot reply and still no one has responded. Its not a tiny parcel its a bed sitee how in gods name can you loose it ???? Im taking this to a lawer as I’m sick to death of being let down by this company. I’ll wait 14 days if no reply im taking further action.Aparently I’m being told I can’t ask for a refund as its a third party seller on Amazon.Sounds totaly suspicious.Just like when you sent over £300 worth of goods to a different address you showed me the pictures I sent pictures of my address yet I was the one left out of pocket. You lost it yet told me to go to sellers for refund. What kind of company does this !!
please can someone contact me, am trying to send a parcel back, as there is no paper work this is proving very difficult. basically I just want to return item and get my money back. I don’t have a printer, just want a return label
Hi Jackie, the company you made the purchase from should be able to provide returns labels.
ashvalo@hotmail.com
hi i am trying to find my parcel it says tracking number is not found and parcel has gone to a neighbour it doesnt say witch neighbour i have knocked on doors no one has it i have tried to ring evri just get an automated service i need help
Hi Ashley, contact your retailer, it is their responsibility to chase this and locate your parcel.
Stop pretending this is all ok as a consumer it’s exhausting trying to keep trying to contact Evri via a robot! The amount of times I have waited in for my goods that are ‘on their way’ and because of ‘an issue in delivery’ it hasn’t arrived. Going with DPD soooo much better
Hi , my name is Marina .
I have order by online resale platforme . A sender have choice to send package via Evri locker . The package it has been located in the locker for 8 days based on tracking number . I don’t have any information about the status of the order. since 1 week I have reported my problem and I have not received any response from the Evri company, which is the reason that the package has not had any activity for 8 days.
Hi Marina, your contract is with the retailer. They need to investigate and locate the parcel.
HI LADY JANEY CAN YOU HELP ME TO FIND MY LOST PARCEL PLEASE ; AND RETURN TO MY HOME ADDRESS;
BARCODE TRACKING :R03892915X1
Hi please try the options in the blog post. If you were the recipient, it’s the retailer who should chase the parcel.
I’ve have been phoned 4 times today from someone who says they are Evri team telling me that they have a parcel for me but there’s no post code on I’ve have to give them my postcode but everytime I’ve phoned theses 4 mobile numbers there’s no one there i think that it’s a scam could you please check up and find out if its a scam or genuine look into this matter at your earliest convenience thank you
Definitely a scam. If you are waiting for a package to be delivered by Evri, contact the retailer to check they have the correct information.
Hi It’s been 7 days of order and I have neither received my parcel nor any update here is the tracking number pls help me
T01TFA0054865336
Contact the retailer Simranjit.
please I haven’t received my parcel yet because I mistakenly gave out wrong postcode. how can I retrieve my parcel
Contact the retailer as they the ones that have the contract with Evri and can help you to sort the issue.
hy my Name is yana angela, i delivery parcel with evri and they said my parcel damaged, and can’t proove it, where is the parcel and picture i want to return my parcel, but no respond from evri, is evri scammy company?? please i need help
No it’s not a scammy company, it’s just not easy to deal with. If you are the sender, use the chat to raise a case. If you are the receiver of the parcel, contact the retailer as it’s their responsibility to sort.
My parcels get delivered to the to the sum where else by my lasts two delivery were not delivered to my address in impossible to speak to a human for then to tel this driver to open her eye and look at the number and letter on the house address please or can you ring me
Your contract is with the retailer George. They are responsible for the delivery of your items and need to liaise with Evri on your behalf accordingly.
I have received a parcel ref. no. 2408045799. I was not expecting it & would like it collected please. I do have other problems & would like to speak with a real person please. my mobile is 07952 338747.
Hi Norma, sorry to hear about your issue. I am not Evri, I am a consumer champion who helps people deal with Evri issues. If the parcel has another name and address on it, I would take it to your local Evri drop off point.
@Norma if you received a parcel in error, it has the name & address of the person it was supposed to be delivered to. If its one of your neighbours then maybe try to pass it to them.
rcvd an sms saying delivery address incomplete and a link to send my address. However entered the parcel number in Ezri, did not recognise tracking number. is this a scam?
Yes it sounds very much like a scam and it definitely is if you have not expecting any deliveries. You are right not to click on any links. Contact retailers directly if you have any concerns about the deliver of any purchases you have made.
Hi. I’ve sent a parcel on Sunday, 25th August and I had a sending slip P1575588. H-00IA-A-116019690-1. There is still no update that my parcel left premisses. I believe someone took my parcel as theft
Contact Evri using options given in blog post if you are the sender Christina and consider an alternate choice of courier if possible next time.
My name is June Auckland . My tracking number is
H0067A0322050270 was informed on 25 May my parcel what I had sent had been damaged be on repair . I keep trying to get through to Evri but can’t speak to a real person please help,
If you are the sender June, use the online ‘help’ centre to contact Evri. It does take a while to go through their processes but you should get a reply. Do you have evidence, photos etc of damage?
Hi . I have 2 parcel to receive and from a week now I’m waiting to receive the orders and nothing. I’m getting notifications like no have good information about the address. How is possible something like that? What is going on with Evri? Why so many problems to get the parcel to the people? Knowing that all the time I’m double check the details about the address and other information and write twice to be sure they have enough information and the right address and be easier to deliver the parcels. I need an answer if not I’m going forward with my complaints and make something regarding this problem, because i don’t see it correctly because of you to wait and lose time and money and the items. if you are not good enough and you can’t make your job stop. Don’t make anyone suffer because of your incompetence. if you want to talk with someone isn’t possible because is no one,just the chat with an artificial agent and the phone same like the chat. I need an answer. Thank you .
Hi Daniela, sorry to hear about your issue. I am not Evri, I am a consumer champion who helps people deal with issues caused by Evri. Your contract is with the retailer, it is their responsibility to liaise with Evri regarding delivery of your parcels.
My parcel was meant to be collected but for some reason you couldn’t find my house which is very noticeable this package is very important I’ve contacted you via the number given and have waited 24 hours and still no update ? Can you let me know what’s going on please this is really important and need urgently and should of been delivered by now – H01VIA0037844474
Hi Thomas sorry to hear about your parcel. I am not Evri, I am a consumer champion who helps people experiencing issues with Evri’s service. Unfortunately you will need to try to contact Evri via its customer ‘support’ channels if awaiting a collection. If it is a return to a retailer, it would be their responsibility to liaise with Evri on your behalf.
I think your delivery service is terrible on two occasions from different suppliers you text customers saying delivery at a certain time and don’t turn up Communication is terrible you complain to a stupid chat line that repeats same rubbish I am appalled at your service time and time again you get a mess saying someone will be in contact within 24hrs I am still waiting and it’s nearly a week ago disgusting service
Sorry to hear about your issues with Evri Antoinette. I am not Evri, I am a consumer champion who helps people deal with issues created by Evri. Your contract is with the retailer and not Evri. They need to sort your deliveries for you.
Of the last 5 parcels expected via EVRI: 1 lost without trace, 1 delivered (always a surprise), 3 delivered to other random address!! Beyond a joke. I just don’t have time to search the neighborhood for every bloody parcel. Seriously, sort this out and stop ghosting!!
Hi Simon, sorry to hear about your lost parcels. I am not Evri, I am a consumer champion who helps people deal with Evri delivery issues. Your contract is with the retailers, they need to sort this for you as opposed to you searching for the parcels yourself.
Hi, i have sent a parcel to a buyer on vinted via EVRI . The buyer is claiming to have received completely different item/package. I sent a small plinth heater, they said they received clothing and have paused the sale. The EVRI tracking only shows delivered but wont give proof of delivery without input of the postcode. Buyer is ignoring me now to give this detail…they just want their money back. How can i get around this when EVRI wont let me speak to a human??!
You should be able to open a case with Evri via the website for investigation. Unfortunately there are often delivery issues when 3rd party sites such as Vinted and Ebay are involved. Have you opened a case already with Evri and do you have a complaint reference number?
I still not received my parcel its nearly 4 weeks now and I just want some 1 to find my parcel
Sorry to hear this. Your contract is with the retailer Andrea not the courier. Have you contacted them and asked to chase?
I had delivered parcel on December 4 2022 in Tesco prolock Avenue evriparcel shop but I didn’t get my refund yet?And I went Amazon as well as same parcel shop as well but they told me go to the office of eviparcel .could please help me how can I get my refund
If you are the recipient of the parcel you need to contact the retailer to locate it. If you are the sender, follow the steps in the blog post to contact Evri customer service.
call me now on not waiting 24 or 48 hrs for reply 07497554231 not happy want my parcel, should of been delivered on 3/7/24 not 1 day or so late where is it your company is bloody useless
Dear James, sorry to hear you are still waiting for your parcel. I am not Evri, I just help customers who have issues with Evri. Your contract is with the retailer, they need to sort this for you. You’ll need to get in touch with them.
I ordered a parcel 2 days ago from next. Evri sent me message on Friday saying attempted delivery but as i was at work they took it away saying no safe place. I therefore diverted it to be delivered to my neighbour as i would be at work the next day. Received another message today with photo of my door stating attempted delivery again not my neighbour then?? I wanted that parcel for today at the latest. Ive never had any issue with parcels being left by my bins or behind my shed before and i am absolutely fuming. I wil be contacting next to tell them and im sure as they promise next day delivery they won’t be impressed
I have had a parcel missing for 4 weeks now. and had to refund the customer £320 due to missing parcel. and you have not delt with it whatsoever!!
why do delivery men from this company leave my parcels on show on my front doorstep, even when I’m home they don’t ring the bell,they just put on doorstep and off they go as quick as they possibly can, and trying to contact this company and get a response is impossible
Hello planning good morning , my name is Blain , I really need to kn how I’m going to get my parcel, I trying to reach out to someone from last week please any assistance I will be gladly appreciate,
my tracking number , HO483A039213008
Hi Blain, you’ll need to contact the sender and ask them to chase this with Evri.
EVRI ARE THIEVES AND SCAMMERS MATE.
THE BUISNESS SHOULD HAVE BEEN SHUT DOWN YEARS AGO.
THEY HAVE NO CUSTOMER SERVICE IT DOSNT EXIST.
THEY HAVE NO PHONE NUMBER BECAUSE OF THE THOUSANDS OF COMPLAINTS THEY WOULD RECEIVE.
hi, my tracking number was H023FA0618573238 was supposed of been delivered last week and there’s a pick of an hand holding the parcel but I never received it please can you sort this ASAP I want my parcel or a refund I’m really disappointed with Evri my normal delivery man has alway gone to the neighbours who would take it in for me but it’s not at the neighbours either I want this sorted or I want my order refunded , shein are saying someone signed for it if that is so the signature is fraud as I never received or signed for the parcel please cam you contact me as soon as possible
thank you
Hi Suzan, sorry to hear about your issue. I am not Evri, I just help customers who have issues with Evri. Your contract is with the retailer, they need to sort this for you. You’ll need to get in touch with them.
hi, I’m currently trying to speak to a human .. I’m a sender and 2 parcels have gone astray, one doesn’t even show as dropped to the locker .. the trick of selecting a previous delivered parcel and then eventually getting hold of a real person no long works as the option has been removed. Ive tried the chat but go around in circles so now i have emailed using you information above. I will let you know how it goes
Sorry to hear this Siobhan, how are you getting on?
I have been waiting for my parcel since yesterday I paid for a next day delivery, but I still haven’t received my parcel and you are not even providing any useful information regarding my parcel.
Dear Mitchell, I am not Evri, I am a consumer champion who helps people with Evri issues so cannot provide information on your specific parcel. Your contract is with the retailer, it is up to them to sort this for you.
Iykechemicals@gmail.com my parcel number ho483q0631996232 , card number 4165490243771348 was directed to bd9 5dx 2mammhiem road Bradford is not my address, my address is Bn11 5nh 56 Ripley road worthing west Sussex so please change to my address.
Hi sorry to hear about your issue. I am not Evri, I am a consumer champion who helps people deal with issues caused by Evri. Your contract is with the retailer, it is their responsibility to liaise with Evri regarding change of address for your parcels.
hi evri says parcel on hold I have been in all-day says parcel to be delivered from 1.30 to 3.30 yet it says it was put on hold at 1.15 my doorbell did not ring this is second time.
Hi Yvonne, your contract is with the retailer, it’s up to them to chase up delivery.
Hi Lady Jane,
Parcel allegedly at local depot after 8 working days from Devon to Moray !
Sender paid for 48 hour delivery.
I’ve tried emailing all the top brass but always get a rejected ‘bounce’.
Feel this may be a historic problem with BT email but tried other (Gmail) with same outcome.
Have Evri seniors just closed their email comms to anything from customers ?
Thanks
Archie
Hi Archie, sorry to hear this. The sender needs to resolve this issue for you. The inboxes of the top brass could well be full hence the bouncing, very frustrating regardless of reason though.
Just tried out all your recommendations for contacting Evri and none of them work. I think you need to recheck your information!
Hi Ann, sorry to hear that contact options have not any reaped results. I would be happy to assist as per final tip in the blog post if you’d like to drop me an email.
Hi lady Janey, I don’t currently have assess to my Evri account mail and my parcel has been delivered to the locker. please how else can I get my pick up details as all efforts to reach Evri has failed. It is my birthday in a few days and I really need this package.
if I don’t pick up in 3 days they will return the package. please help.
Hi Joyce, sorry to hear this. Your contract is with the retailer, they need to sort this for you.
H054NA0003339559
Can you please tell me where my parcel is my car is on a ramp waiting to be fixed said it was suppose to come mon/tues
Rang local assistant manager said he could do anything about it and your phone system is useless I want to speak with a human not a robot,
Can I please have answers where my parcel is, just keeps saying it’s at a depo….
Sent from my iPhone
Hi Sophie, sorry to hear about your lost parcel. I am not Evri, I am a consumer champion who helps people deal with Evri delivery issues. Your contract is with the retailer, they need to sort this for you.
ben.cordes@evri.com, martijn.delange@evri.com, Carl.Lyon@evri.com, Chris.Ashworth@evri.com, Fash.Sawyer@evri.com, Nathan.White@evri.com, David.Saenz@evri.com, Jack.Mitchell@evri.com, Jamie.Lockett@evri.com
please i have changed my address
i’m calling evri before they bring my parcel today can someone contact me please. i was in the south but actually i come to the north thank you very urgent
Hi Jonathan, your contract is with the retailer/seller, they will need to contact Evri to edit address details.
Hello I’m at loggerheads with eBay who have frozen my account until a missing parcel I sent through EVRi as been located, I’ve tried to call your customer service no but was a waste of time this is the tracking number P0464283
Urgent Help please
Hi John, I don’t work for Evri, I’m a consumer champion who helps people get in touch with them. Have you entered the tracking number on the Evri website for the latest updates? Info is in the blog post as to how to proceed to locate your parcel and resolve issues.
Hi can you please advise me what to do when the EVRI system says my parcel has been collected and it has not been…They were supposed to come to today between 9.30-11.30am…It is now just gone 3pm and they still have not collected… I took the whole morning off work and now, the whole day… I’m fuming as I’ve lost money/income… I’ve Tried and used all means of contact, but with no avail…
Hi Flo sorry to hear this. I would email the CEO if you are unable to make headway on this Martijn.DeLange@Evri.com It may take some time to get a response. Give it 7 days and if still nothing then drop me an email jane@ladyjaney.co.uk.
hi,my name is Pru Gadgil,
my tracking number is
H0483A0553018867 I received a text which says the parcel has been delivered to the address there is also a photo of someone else receiving
the parcel.I have been at home at the time they have told me it will be delivered.Please let me know what happens next .clearly looks like your services have delivered to different address.
many thanks
Hi the contract is between Evri and the retailer. It is up to the retailer to locate your parcel. Make your problem theirs.
My partner has only received one email from Evri. His parcel was supposed to be delivered yesterday but no one was in there was no card that got posted through to say they were redelivering it the next day or something like that. My partner has not been given a 8-10 digit tracking number so can’t track the parcel to see where it is. He has only received one email that gives a portal and reschedule. I don’t mine paying for it to be rescheduled but when clicking next it goes to a blank page. Can someone help sort this issue out?
Hi Donna, sorry to hear about this issue. Your contract is with the retailer/seller not Evri. It is their responsibility to sort this for you and chase up delivery.
very bad service. Expected delivery 2 to 5 May today is 11 May still not collected and not responding even after complain.
Lots of tips in the blog post Faisal but this is also a good Facebook group to follow for more https://www.facebook.com/groups/5746545512027979
I’m trying to track a list parcel. The tracking number is no longer valid because they refunded the cost of the item. However, I believe the item is in a locker in Kings Lynne and Evri couldn’t accept the postcode even though it had been used several times before by the recipient. How do I get to speak/complain to a live person. I’m not prepared to pay £6 to make a call.
Hi Margaret, thanks for getting in touch. If you are unable to raise an enquiry on the Evri website via the worse than useless Digital Assistant then I would contact the CEO directly for assistance Martijn.DeLange@Evri.com
I have been waiting 4 days for my Parcel to be delivered by EVRI and it seems its been at there hub for 4 days and I have had no updates on there Tracking?
Hi Mike, if you are the recipient your contract is with the retailer not the courier. That should be your first port of call. Initiate an online bot chat if tracking info not updated within 24 hours. If you are the sender use the automated online bot to check tracking info for sending a parcel and initiate chat if necessary.
hello, my parcel has been delivered but not to my address.I am not sure where it has been delivered to.
Tracking information should be available on the Evri website Mohammad. You will need the postcode and the reference number.
I sent a parcel to my friend through evri it was next day delivery but it’s been a week now . Tracking says delivered my friend always at home but has not received it.
As for contact and help options there ain’t any .
What a scam .
You have stated delivered but this has not been delivered to my address I’m trying to dispute delivery but your robot can’t is completely useless can someone contact me asap for I’ve lost money
Dear Sarah, sorry to hear this but unfortunately I am not Evri. Its contact details can be found in the blog post you are commenting on.
hello Janey,
please I dropped of my parcel at a parcel shop and it has been picked up for over 6days now but haven’t been delivered. It keeps telling me it’s been sorted and it was a next day delivery. please what should I do? because the parcel was to be given to someone leaving the country tomorrow. I’m so frustrated n tired. I have reached them through chat and call all to no avail.
now I can’t even reach them on call again
Sorry to hear this. Evri’s ‘communication’ channels are abysmal. Email CEO to expedite a response, address is in the blog post.
Visit https://www.evri.com/help-and-support/help-centre#/ to use the Digital Assistant to log an enquiry with your local Customer Services team. Then follow the first step in this post.
This step doesnt work as there is no longer a drop down menu in the Subject bo which means you cannot send the enquiry
Hi Diane, when you click on the link, choose the ‘it’s something else’ option and this will bring up the online chat. You will need a tracking number and postcode.
on March 9, 2023, I sent the parcel with the tracking number H0067A0142289962, I tried to talk to someone, but as far as I can see, I am being ignored by the Evri employees.
Can someone tell me what is happening with the package?
my customer is still waiting to receive the parcel,
yesterday I decided to send him the order again
let me know what is going on
Hi Dorin, I am not Evri. Ways to contact them are in the blog post. Thanks.
Hi my name is Syed From Grays Essex England my tracking number is C00HHA0337151379 and tracking showing it has been delivered to household which is wrong information till today no parcel delivered to me but look like delivery person bring it to my house and took the pic and took it back and showing on delivery pages it has been delivered. and cant contact customer services. does any one know how to get my parcel or help me to find the solution
please.
thank you very much
Hi Syed, follow the steps in the blog post to contact Evri- choose the ‘it’s something else’ option.
cannot get in touch with evri to get my parcel delivered. they are rubbish. what do I do
Be persistent Susan, email contacts named in blog post and file a complaint via Resolver.
Dear Lady Janey,
Evri have admitted via email they have lost my parcel which I sent 9 days ago. They have told me to contact the retailer for replacement or refund. I am the person who sold an item in Vinted so that makes me the retailer no? Please can you advise me on what to do? Evri are not replying to my emails sent by a woman named Claire. I want compensation for list item as I have refunded buyer.
Email CEO Mona to escalate your case stating amount to be refunded. Moving forward avoid using Evri as a courier.
I sent an ebay parcel through evri using packlink. Parcel was lost/stolen, but the buyer only let me know month later… I think she thought that it was taking longer because of easter? I refunded buyer and asked packlink for compensaation (paid extra for full insurance) – had to do this twice and after nearly 2 weeks and a lot of emails they told me it is too late to claim… Lost £130.00. Evri does not respond, as I used paylink to pay. Tried to email CEO of evri few times, but never got any reply. Packlink is just ignoring me.
Absolute crooks, both of them !!!
Hi sorry to hear this, always better to book directly with courier. If you forward me an email with all info, I’ll email Packlink jane@ladyjaney.co.uk
Just to let you know parcel tracking number H00IAA0463396858 is not at designated pick up point. I have called three times now have just been there now and they say my parcel is not there for collection at the Coop in Crosshills. Please could you chase envi. Don’t know what to do?
Hi Karen, lots of tips in the blog post. If you are the recipient it is the retailer/seller who should be doing the chasing not you.
I am so baffled on 3rd May I requested international postage with EVRi (5 day postage) its now 19th and doesn’t look as though it has left the UK. So I tried various options including a £6.00 charge on a 09 number – I then used a previous reference to get through their automated service. When I got through they told me they don’t deal with international enquiries from the UK site. So I asked for a contact number – they said – we don’t have one, you need to go on a website – Huh, so I explained that there is a delay with the item despite me paying extra for it. So there is no support for international postage and no human being to speak with – I asked for a manager they refused and stated I wasn’t entitled to know whom that is – Spoke with Suhail whom was dismissive – what do I do next?
Hi Shaun, sorry to hear this. Lots of info in blog post plus a good thread in this Facebook group as to how to speak to a human. It’s a pain but you have to trawl through the steps to get anywhere with Evri https://www.facebook.com/groups/1207922463149004
After 3 weeks of going around in circles with Vinted and Evri I finally came across Lady Janes website. Ifound an email on there for one of the chief executives , I chose Martjn de Lange . I sent him my disaster story of a parcel going missing email. No help from either Vinted or Evris Bot replies. So today a response from Gavin who’s been tasked to sort out their mess. He’s found the Parcel, it had been mislabelled by them and sent elsewhere. just waiting to hear, if they’ll compensate me or actually deliver the parcel to my buyer.
Great result, thank you Lady Jane.
never give up
You’re very welcome Jakki, was really pleased to hear this. Thank you for taking the time to contact me with an update. Please do keep me posted. Well done you!
Hi Sir/Madam,
My name is Uyen.
Im contacting about a parcel
Barcode number: C00HHA0368639673
Im emailing to ask about my parcel. It hasn’t arrived to its location.
Im very worried because the contents/items inside aren’t cheap.
Can you help me find out where the parcel has gone?
Thank You,
Kind regards,
Uyen
Follow instructions in blog post Uyen.
Good day. The website says that the parcel has been delivered, but I have not received it. The photo was not attached. What should I do?
Contact the retailer/seller and ask them to track it via Evri.
Please help I send a parcel back to a supplier via their link but it directed me to Evri to pay the return case. This was on the 21st April and the tracking just shows it half way between me and the supplier. I have tried numerous times to get an answer from Evri as to where my parcel is, I have contacted the supplier but they said to contact Evri as it is nothing to do with them (I agree)! I just keep going round and round in circles with phones and emails and now I am at a loss to know what to do. I did manage to get a customer services email and they said that they have checked and my parcel is now on the way, not true, it has not arrived and when I went back them them they told me that the email address is now not in use!
Hi if it was their link and you were returning the parcel to a retailer then it is their problem not yours to sort. If you want to try to expedite things, email CEO, address is in blog post. Hope it arrives in the meantime.
Hi,
Another Evri tale of woe, too dull to bore you all with!
I did however, receive a phone call and was emailed a link to their Claim Form. After scanning, uploading and completing all of the required documents, the Form was rejected, stating the Bar Code was missing- the Bar Code field in the Form was automatically filled in by Evri!!
Has anyone else come across this and found a solution – my recent enquiry has yet to receive any response?
Hi my name is Magdalena my tracking number is T00B8A0207541135.
I was awaiting for the parcel today and been at home all day today only to receive an email from Evri that apparently a courier was trying to deliver my parcel but there was no safe place to leave my parcel. I’m fuming as Ive been waiting at home and nobody was trying to deliver anything. What a bunch of lies. Absolutely disgusting
Hi Magdelena, your contract is with the retailer not the courier. Ask them to locate the parcel for you and arrange re-delivery. You can also enter your reference number on the Help section on Evri’s website.
Hi my name is Carole
I really don’t know what to do about my parcel.
The tracking says it has been with Evri depot since 26th June.
I haven’t got a clue how to find it.
H03JZA0013294831
It is meant to go to the Locker at Tesco in Dereham but I haven’t heard anything except it has been delivered to the addressee.
Any ideas?
Hi Carole, If you’re still waiting for your parcel to be delivered and it’s been with Evri for over 7 days, contact Evri via the website using tracking number as reference. Did you take out insurance?
Hi there,
Under normal, day to circumstances, I have no problem with EVRI (Local driver is fantastic as is the local pick up point)…. However, in the past month EVRI have sucessfully “lost” not one, but two lawnmowers (the 2nd was to replace the first one). I’ve been through the correct channels with the supplier re replacement but would really appreciate the opportunity to find a way to submit a formal complaint regarding EVRI’s failings in the hope that their obvious weaknesses can be improved upon and some butts can be kicked. What is the best way to highlight this issue? Regards, Morag
Hi Morag, I would send an email to the CEO, the address is in the blog post.
It’s now a month since my parcel was dispatched I don’t know what happening cause even the seller is not responding to my email please to send on my address through ishop worldwide
Hi the seller should be chasing this for you. If not then try to seek a refund via method of payment due to breach of contract- no parcel received. Goods should be delivered within a ‘reasonable time.’
Was spending half morning to contact everi to make sure my parcels reach me in right address but all I got is only. Robot my parcel was send to complete wrong address is any other way I can contact everi and talk whit some or is just robot
Lots of tips in the blog post Gintare.
Tried everything to get intouch with evri they don’t want to talk to me my parcel was broken and items opened and some missing
The retailer needs to sort this for you Ellen, its their responsibility. However if you are the sender, please send me an email with more info jane@ladyjaney.co.uk
Calling 0330 333 4984 was a genius thing for you to have suggested! FINALLY spoke to a person! Even though I’m not a business customer and was just wanting to know why my parcel hadn’t been returned to a retailer for over a month, the person actually tracked everything and was trying to be as helpful as possible. Turns out that you never get confirmation that your parcel has actually been received by the retailer from Evri! Apparently it’s up to the retailer to confirm receipt of the return with the customer. So apparently as far as the Evri records go, it just shows that your parcel has been picked up for delivery back to the retailer on a certain day. Then the rest is up to the retailer to confirm receipt.
This is such good news, really pleased it’s worked for you Cathy, thanks for letting me know. The elation at getting through to a real person is happiness like no other! Not the way it should be at all but a good feeling nonetheless. Well done!
Hi, I have been trying to find out where my parcel is, I’ve gone through all the channels with Evri, told by a Claire my query is being looked into, my parcel will be delivered that day and she will contact me by 10am next to to confirm all is well.
No parcel, no contact.
I have sent several emails, called and emailed the CEO
My Parcel tracking has been the same for over a week – doesn’t help the company i brought from delayed the package too so now i am in desperate need for this package. What else can i do?
Your contract is with the retailer Hannah. Make your problem theirs.
What an appalling service.
All I get from the chatbot is “need a reference number” which it doesn’t recognise.
I got a message from Evri saying they had delivered, but I was in so it is a lie.
Also impossible to get to talk to someone.
Hi Keith, write to the email addresses in the post explaining the issue. You should get a reply from a real person.
Dealing with Evri has been quite a challenge lately, especially given their recent poor performance in customer service. I’ve had my fair share of lost and delayed parcels, and reaching a real person seemed impossible at first. My go-to tactic was to utilize the online chat facility, but the chatbots can be frustrating. However, after some persistence and trying different methods, I discovered that emailing the CEO, Martijn.DeLange@Evri.com, actually got a response within 48 hours. It’s a shame that such extremes are necessary, but sometimes you have to do what it takes to get your issues resolved. Hopefully, with their recent investments and improvements, Evri will step up their game in 2024 and provide a more reliable service.
https://deeplyread.blogspot.com
December 2023 my mom brought me ugg boots off vintage online second hand selling site costing £15.00 + postage and delivery costs. Evri was the company postage and parcel delivery service for that site. We still till today have never received them. The seller supplied us with all the necessary documentation and information needed which was all correct and was so very helpful as my mom had never used this site before and also didn’t have clue with regards to making sure you’re covered and got àll necessary information incase of this happening and having to claim a refund. so unfortunately she accepted it that basically she was £18.50 out of pocket which to my annoyance she accepted it far to easily and felt older people with no online or it experience buying from some of these sites is gud an well buying off these sites all is explained throughout how to collect items in ur basket and checkout payment on your credit cards but my daylight robbery when once paid receiving your package is another thing how to track, contact details and and numbers and just basic information that is maybe simple but yet not ever supplied and the amount of unsuccessful cases of people having to just accept is appalling. more needs to be done.
Hi Tara, the retailer is responsible for ensuring the timely delivery of the boots. If not received, your mum should have been offered a refund or a replacement. The hassle experienced should have been the sellers’ not her own.
Hi Lady Janey,
Hopefully you can help. Evri has admitted they’ve lost my Parcel and emailed to say I need to fill in a claim form, but the link they’ve provided is broken and doesn’t work. I’ve tried the Chatbot again and the phone lines but I seem to be going around in circles – do you happen to have the link to their claim form or any advice how I could get it ?
Hi Steve, sorry to hear this. The same thing happened to me and it was because I wasn’t using the email address associated with the complaint. Perhaps check this first. If no luck then it will be a case unfort of following the process to get another claim form. How did you find the phone lines? Evri claim it is now easier to contact them but I remain sceptical.
PLEASE BE OF HELP I SENT THE PARCEL THROUGH EVRI BUT THE RECEIVER DID NOT RECEIVE THE PARCEL PACKAGE NOR ME THE SENDER, HAVE YRY TO THEM BUT NOTHING SHOWS FOR IT CAN SOMEONE HELP WITH THE EMAIL ADDRESS SO I CAN FILE A COMPLAINT PLEASE ????
Sorry Teslim, you have to use their tedious online chat to initiate action or contact CEO (info in blog post)
Dear Lady Janey,
I just wanted to take a moment to express my gratitude for all the helpful information you provide on your website. Thanks to your advice, I was able to successfully file a claim for a broken parcel. I had sent a parcel from the UK post office using Evri, only to find that it arrived in Lithuania in a damaged condition. Evri had used a company in Holland to deliver the parcel to Lithuania, so you can imagine the excuses I received about it not being their responsibility. However, I had all the necessary evidence – receipts from the post office, pictures of the damaged items, and confirmation of the eBay sale – to prove them wrong. Thanks again for your invaluable help!
Best regards,
Gidas
Many thanks for getting in touch Gidas, I really appreciate you letting me know about this success. I would very much like to share it on my social media and the webpage, well done!
Hi the dillema i am in is that i was returning 800 pounds worth of items back to the retailer i ordered from and chose to return it through evri as this was an option on the retailers site. On the way from me to the retailer one of the couriers took all my items out and swapped the order with three dresses from another order. Now the retailer is saying they cannot take actions further as they recieved exactly what i recieved back these random 3 dresses. I can provide cctv footage of me dropping off the same parcel but looking much bulkier and heavier then how the retailer recieved it. Where can i provide this proof? i recently emailed there ceo and am crossing my fingers for a response. And surely the retailers should have my parcel insured as the delivery service was one of there free to use options on there website.
Hi Ahad, sorry to hear this. I hope you receive an appropriate response back from the CEO.
I sent an Item using Evri and when it was delivered, the whole envelop had been changed out for a bag of cheap screws. I contacted Evri who told me they cannot help and to use the online chat which will not accept my tracking reference.
Its frustrating how they can duplicate your label and swap over packages. I’ve emailed the above address’ but not heard back in 14 days. Just a word of warning to avoid using Evri as it seems a company wide lack of care, understanding and fraudulent activities.
Hi I received a message today from Gabzgzmeyer@ Hotmail.com .. saying that a parcel cannot be delivered as it no longer has my address on it and please click on the link , my 1st initial thought was it’s a scam , it you don’t have my address how did you get my phone number ?? And how do I get my parcel ?? Thank you
Yes Maggie a scam, please do not click on any links.
Hi
I track my order from Puma but said courier can’t find my place. And should contact for change s but customer service is bad. I can’t speak to anyone And the chat is not letting me say what I want. I put my post code on but forget the house number only. Please can I get the some feedback. So I can make some changes or the delivery man should called the number on the package. I did put my post code so don’t know why they are saying that.Thank you
Hi Charlotte, you need to liaise with Puma, not Evri, regarding address details and delivery of your order. It is their responsibility to sort.
Hi, thanks for your enlightening article.
I had a package picked up by Evri courier, international, a week ago. I received a pickup receipt.
Now, a week later, the Evri International website still shows the package with a question mark, stating “Waiting for Confirmation from Courier.”
I can’t get through their help system no matter what tricks I used that you showed. It keeps hanging up on me even with a past tracking number, and then urges me not to hesitate to call again if I have any more issues.
I have written the CEO and the other support emails you gave; thank you.
Has anyone else had this situation, where your package was indeed picked up, you got a receipt, but no info is in the Evri International website? It seems I can’t get help because they don’t know what’s going on, and meanwhile my customer wants to know where his product is.
thanks for any insights,
Mike Phillips
Hi Mike are you the sender or the receiver of the parcel?
Evri has lost 4 of my parcels and there is no way to contact them, the provided Tel NO. is nonsense it is only machine recording, NO Human Being to talk to, I do NOT recommend Evri to anyone there is NO way to reach them, they have NO email address, NO postal address and when you make a claim they do NOT respond to it, their service is absolutely rubbish.
Ms Dahlia Dastan
I am one of the millions that is struggling with Evri, as my parcel has not been moved from “parcel delayed” for the last 7 days.
I think it is absolutely disgusting that Evri can get away with it. After opening an incident with them, I have started receiving the usual emails from “Claire”. Took me 5 seconds of searching the web to find out that those are automatic emails that everyone receives, and that nothing is really happening behind the scene to find your parcel.
I have contacted the seller, which initially told me I have to chase Evri (which is NOT TRUE – your contract is with the seller, their poor choice in selecting delivery company is not your problem). Now they told me to wait until Evri admits they have lost the parcel.
My parcel went out for deliver then got put on hold 8 hours later which I am confused about as I’ve never had this problem before using evri
hi I really could do with some help I placed a order with shein on the 31th may on the 4th of June Evri said they received my parcel but from then there been no update from Evri .
I have ask shein for a refund but not getting any where with them
H023FA0591630668
Hi Samantha, sorry to hear this. Contact your bank (chargeback) or credit card provider (quote Section 75) for a refund via method of payment instead.
eBay item sold and Packlink generated a Evri label – Recipient contacts me via eBay to advise that the delivery had been turned away by the Post Office drop point selected. Tracking showed ‘Delivery Attempted’ with a photo of teh parcel at night with no way of knowing where it was taken! Recipient had not turned away teh parcel, the Evri driver either ran out of time or couldn’t be bothered and the Parcel is on its way back. Which means its as good as lost, the purchaser is after his money or goods – but with out a returned item i cant refund! Evri are impossible to contact – the chatbot is useless and no humans will intervene. Shambles
Please forward me screenshot of message and also more info Julia, I can check for you. You are right to be cautious about sharing personal details. My email is jane@ladyjaney.co.uk
HI I HAVE BEEN WAITING TO RECEIVE MY ORDER/ PARCEL BUT IT HAS NOT BEEN DELIVERED AND THERE IS AN EMAIL ADVISING ME THAT MY PARCEL HAS BEEN DELIVERED WHEREAS IT HAS NOT I THINK THE DRIVER IS SIMPLY LYING THAT HE HAS DELIVERED IT WE GET DELIVERIES TO OUR BUSINESS ADDRESS EVERY DAY OF THE WEEK BUT NOTHING FROM EVRI HAS BEEN DELIVERED AND I SEEM TO HAVE LOST MY PARCEL BY A CARELESS EVRI DRIVER.
Hi! I’ve had a problem with a parcel I’ve sent and submitted an enquiry with Evri, I was wondering if you know how long it usually takes to get a response from them?
Cheers!
Hi unfortunately with Evri it’s almost always a case of “it’s been 84 years….” Pls do drop me an email, my response rate undoubtedly quicker jane@ladyjaney.co.uk
SENT A SMALL PARCEL TO AN ADDRESS IN LONDON (THE WORKBENCH LONDON) FROM THE US BACK IN MARCH VIA GLOBAL POST BUT SINCE THEY SAID THERE WAS A PROBLEM WITH THE ADDRESS, MARKED IT AS BEING RETURNED…..
NOTHING HAS SHOWN UP AND N NE WILL REPLY TO ME . GLOBAL SAID IT WAS LAST IN THE HANDS OF EVRI. I WANT THE PACKAGE BACK AS IT WAS A RING MOLD THAT MY DAUGHTER CREATED OF HER PET…… ANY ADVICE?????
Your contract is with whoever you paid for the delivery Nanette ie Global Post. They will need to liaise with Evri.
Hi. I’m finding it extremely hard to get help. My reference no is H00D4D0119451205. I was returning a parcel to zalando. The chat bot reports the parcel could be missing and to contact zalando. Zalando says they haven’t received the parcel so it’s not their problem. The phone number just keeps going in circles saying the original delivery sent to me was completed nothing about my return delivery. Any help would be great.
Really hope you get this sorted Prit, have replied to your email.
lady janey can you help placed an order through amazon for a bed for my young granddaughter I got a message to say evri delivered it on the 16th June at 12.59 but we never received it and have been unable to get a response from evri in the past 48hrs can you help
Hi Diane, sorry to hear this. Your contract is with Amazon not Evri. They need to sort this for you. If you haven’t received the item, make a claim via Amazon or alternatively via method of payment.
Evri is a nightmare!!!! I returned a parcel in their locker never sent me a confirmation e mail now i cant track that parcel had to pay twice for a returns label £8.00 that wouldnt scan at the locker now i have lost over 100 pounds in u returned good fuming
also this chatbox is rubbish had no contact from my enquiry at all complex problems are not catered for for god sake lets have a person to speak to
Hey! I got a response!
I emailed Martijn.DeLange@Evri.com yesterday (as you suggested above) and got a response from Aamirah in the CEO Executive Team.
They admit in their email ‘it seems like the delivery scan was false’ so I have forwarded this to eBay who are now processing as part of their ‘eBay Money Back Guarantee’.
Thank you so much for your help 🙂
Hi Stewart, am so pleased to hear this, thank you for letting me know. Really hope you get your money back soon.
Hi ladyjaney
I’ve sold an item on eBay, which I shipped using Evri. They have since damaged the parcel and are in the process of returning it. I’m trying to get hold of a human to speak to. It’s a £300 item which seems to have vanished. There has been no updates on the tracking either other than repeating the same sentence about it being returned.
How am i able to find out where it has gone and how long I need to wait to see it returned.
Many thanks
Hi Martin, please drop me an email jane@ladyjaney.co.uk
Received a message on Amazon from ervi saying my package is on hold and that they attempted to deliver it yesterday but I was in the front garden all day and nobody came I have tried to contact them got nowhere been on the seller and all I get is contact ervi so can’t win I know my package was a big one but if they can’t deliver it they should say if they can’t because of size they should have contact me with an address to arrange pick up which wouldn’t have been a problem but nothing like that just on hold so I’m stuck can you get this sorted out for me or are you going to fob me off
Hi Rob, thanks for getting in touch, sorry to hear about this issue. I don’t fob people off, I help people try to get appropriate redress for poor customer service from Evri. Your contract is with Amazon not Evri so they need to sort this. Please feel free to email me more info and I can help you liaise with Amazon. Email is jane@ladyjaney.co.uk
evri are by far the worst delivery service… the customer service is a joke… if you do get to speak to someone they are really rude and unhelpful… changing their name didn’t make any difference as they are still useless
I paid for next day delivery by 1pm with Evri to send a parcel back to a shop. First if all the delivery time is confirmed as 6-8pm when the shop is closed then changed to 3-5pm as I sent a message through your chat to say I was unhappY but surprise surprise, no updates since. This parcel needed to reach its destination today and once again you have failed to deliver. It is now 7.15 pm.
Hi Nicola, I am not Evri. I help customers deal with issues created by Evri. If you paid for next day delivery you are entitled to a refund. You contract is with the retailer not the courier. They need to sort this out for you along with the delivery of your parcel.
I paid Evri to insure my parcel to the value of £175, for a parcel that contained my personal belongings.
Evri lost my parcel but is refusing to pay the insurance because I don’t have a recent purchase receipt for my personal belongings. I obviously don’t have this because they were personal belongings.
They are refusing to phone me and repeat the same comment without reading my response. I have repeatedly provided their invoice as proof I took out insurance.
Any ideas?
Hi Alexander, please could you email me more info including the T’s and C’s for the insurance payment? jane@ladyjaney.co.uk
Hi my name is Ahmed I have tried contacting evri not worth it even Ezra the cumputer doesn’t do much same thing she says again and again no one has return or called me it’s one off the worse service I come across I personally don’t use evri it’s temu who sent my parcel it’s gonne missing know I’m on 3rd week passed my delivery date what can I do no one has returned my call nor mail even chat box Ezra goes she can’t do anything anymore ridiculous you tell me what should I do
Hi your contract is with the retailer Temu not Evri, they need to sort this for you.
changing the name does not improve the service or rather the lack of it an absolute shambles of a company always has been alway’s will be i don’t know why people still ansist on useing evri/hermes whatever you want to call yourselves, i received a message saying my parcel’s packaging had been damaged and the address lable lost how in the name of the wee mane can that happen?
Hi Harry, I am not Evri, I am a consumer champion who helps people experiencing issues with Evri’s service. However I do agree with you, changing the name hasn’t changed much else.
Hi, This morning a card was put through the letterbox stating a parcel was left at our back door. The bar code reference was 59728511. We were not in. There was no other information on it, and because of that, there is no way of us knowing if it was for us, hence we have no tracking number. I contacted Evri by E.mail and they gave me condescending and patronising advice regarding speaking to neighbours which I did before contacting this company. I asked if they had a photograph, proof it had actually been delivered but was fobbed off elsewhere. Any help would be appreciated. I live in Scotland, and a month ago I received a parcel from Evri which was addressed to someone living in Abingdon, England. I contacted the company but no one was interested, so stopped a delivery driver who just by luck, worked for that company, and he was kind enough to take it off me. And after trying to contact the owner of the parcel with no success, I’m still unsure if he has actually received it. I will not use this company voluntary but that won’t stop things happening in the future.
Hi Colin, sorry to hear this. If you were expecting a delivery from Evri it is up to the retailer to ensure its safe and timely delivery.
Actually once it is in the hands of the courier it is their responsibility. The seller is not responsible for their incompetency
They can only offer a refund on goods supplied and then take it up themselves with the courier
Please check the law first before giving incorrect advice
It is the responsibility of the retailer/seller to liaise with the courier regarding safe delivery of your goods. The seller is responsible for goods until they are in your physical possession, in the possession of someone appointed by you to accept them or delivered to your nominated safe place. This is because your contract is with the retailer, who you bought the goods from and NOT the courier. Please do check your own facts before making misleading comments.
i am still waiting for my parcel. i HAVE PAID for this service. now waiting 3rd day, was promised a phone call and heyyyyyyyyyyyyy guess what nothing AGAINNNNNNNNNN. never had such crap sevice in my life.
Sorry to hear about your poor experience with Evri. Your contract is with the retailer not Evri, they need to sort this for you.
You often tell people that they should contact the retailer or seller when a customer has an issue with an Evri delivery.
I am a seller/retailer and I have all the same problems in making contact with Evri. Chat, phone? Nothing works.
I end up just re-sending the lost items and take the hit, I have to balance the cost of that against the time wasted trying to get any sense out of Evri. Quite shocking that they do nothing about their poor customer service.
Hi Terry, yes I do tell people that because their contract is with the retailer and not the courier. Please do feel free to email me jane@ladyjaney.co.uk as other sellers have done and I’d be happy to try to assist with any issues you are experiencing. I would also suggest you consider an alternative courier for future sales deliveries. Evri’s customer ‘service’ is indeed very poor.
ı was away when my parcel arrived on the 15 of August. tracking number is this. cannot tract this nor can ı get through to customer services. been trying for the last couple of hours no chance. help pls tracking number is H00IAA1055884116
Hi Pinar, sorry to hear this. Your contract is with the retailer, it is their responsibility to liaise with Evri to locate the parcel.
My name is Jerry Thompson,my address is Flat 4 Shalford house,Law street,London,SE1 4XF,
My mobile number 07947198696,deliveries number is CG055316101GH,please I got a text message that my deliveries faild because of unclear address,please this is my address name,contact number and my pacel number.Thanks
Hi Jerry, sorry to hear this. Do not reply to any text messages as they are likely to be a scam. Contact the retailer if you are expecting any parcels to check details are correct instead.
CEO does not respond ignored all e mails so no response there . Chat bot ignores everything you type and has limited intelligence. You are unable to complain about customer services etc as the phone bot and chat not simply cannot understand the phrase ” complaint” so bypasses it. There is no complaint contact by phone or email. They are utterly useless.
Hi Aimee, are you the seller or the recipient of parcels? If the latter, your contract is with the retailer and not Evri. It is their responsibility to sort any issues for you.
I posted a parcel through evri and they appear to have lost it. Their customer page is absolutely useless as you can’t speak to a real person and there is no guidance on how I can claim compensation
Hi Alan, sorry to hear this. The way to contact Evri via their ‘help’ centre to locate your parcel is detailed in the blog post.
Hi Lady Jane,
On Friday, September 7, I paid for Evri’s next-day delivery service to send a box containing handmade bracelets I created to a friend who was traveling to Dubai on Sunday. On Saturday, I tracked the package through the Evri app, which consistently indicated that it would be delivered that day. To my surprise, at around 4 PM, I received a message that the delivery had been delayed.
The tracking number for the package is: H00FRA0002061827.
Since then, I have been trying to contact customer service (today is September 16). The only response I received was a message stating that an attempt was made to deliver the package last Monday. However, since my friend had already traveled, the delivery could not be completed. I have been requesting a call back every day but have received no further communication, leaving me in the dark about the whereabouts of my package.
I am distraught, as the package contains handmade pieces, and I would have expected a reliable and smooth experience, especially with a next-day delivery service. Unfortunately, this has turned into a frustrating and distressing situation, and I feel that my concerns have not been addressed adequately.
Hi sorry to hear this. Once you raise an issue with Evri, it does take a while for it to be processed.Try to avoid submitting repeat requests as this can only serve to delay matters further. Email the executive team as per the info in my blog post giving postcode of delivery and reference number to try to expedite a response.
Good morning, I was after a email address to contact for an employment reference. I checked the Evri contacts but unable to find an email for the HR department. Staff member isnt havent much luck either. Would you have any generic email address or know who I would be able to speak to in regards to the process. Thank you 🙂
Hi Kirstie, please can you drop me an email and I’ll try to find out for you. It’s jane@ladyjaney.co.uk thanks.
Hi. I was trying to find how to contact with a person at Evri, not just the AI chat or voice assistant. My parcel has been sent to wrong address and I cannot find down where they have sent it. Can you please help?
Hi sorry to hear this. Your contract is with the retailer/seller. They need to sort this for you with Evri.
I’ve used Evri for years, but they have always been unreliable when hitting delivery/collection windows and I have received all the usual excuses from them.
However, things have reached a new low; I had a collection arranged for Monday, when I checked the tracking number provided I was given an 8 pm to 9 pm window for my collection.
Come 9 pm there was no Evri driver, so I checked the status of my collection via their tracking and the response I received was “Collection failed, customer no longer at this address”, this is the same address they have collected numerous parcels from.
Have tried all of your workarounds, but for the life of me cannot get connected to an actual person, now I’m stuck attempting to cancel a collection.
Think In future I will pay the extra and send via the Post Office, at least when they failed to deliver the next day I was able to claim back the delivery cost; with Evri that seems almost impossible.
Sorry to her this Adrian, please do drop me an email jane@ladyjaney.co.uk
Well I did my last parcel with evri, they have updated the web log on, and as I am on windows 7, I am told I need to update my browser, and in doing so I will need to update my operating system, sao EVRI you have just lost another customer, yodal here i come
Morning Bob, sorry to hear about your issue with Evri website login. i hope that your experience with Yodel is a better one.
Dear Evri Customer Support Team,
I am writing with utmost urgency regarding a failure to deliver my Temu parcel (Tracking ID: H0483A0818443856), which was due on October 28, 2024. My name is Jayati Bhadra, and the package was expected at my house address.
On October 29, 2024, I waited at home the entire day, ready to receive my parcel. No delivery was attempted, and after checking my CCTV, I can confirm that no Evri delivery person came to my premises. I made multiple calls to your customer service at 0330 808 5456 and was assured that the parcel would still be delivered by the end of the day. However, no one arrived.
Upon reviewing the tracking information, I see that my parcel is now marked as being processed for return to Temu. The tracking system indicates a “refusal” on my part at 2:34 PM on October 29, and that it was marked for return at 4:00 PM. This information is entirely incorrect; at no point did I refuse the delivery. I have been waiting, and I urgently need this item.
I have provided clear instructions for the delivery driver to contact me if there were any issues. No such contact was made. This is an unacceptable failure to follow through on a promised delivery, and I need immediate action to correct it. I do not consent to the return of my parcel to Temu and am requesting that it be redirected to me without further delay.
Given the circumstances, I demand a prompt investigation and resolution. I expect that my parcel will be sent to my address without any further delay, as it is essential that I receive it as soon as possible.
Thank you for addressing this matter as a priority. I await your immediate response and confirmation of the resolution.
Hi Jayati, thank you for your comment. I am not Evri, I am a consumer champion who helps people deal with Evri delivery issues. Your contract is with the retailer Temu, they need to sort this for you.
My package is showing delivered while I didn’t receive anything and my wife package too is the same issue showing delivered and she didn’t receive anything.
Hi your contract is with the retailer. They need to liaise with Evri to locate your parcels.
Hi
I’m having awful evri issues. My parcel arrived late and damaged. So the driver took it back to the depot as damaged to send back to sender. That was over three weeks ago. I contacted them via chatbot requesting a phone call after failing multiple times to speak to a human. I got an emailed response. Saying they would look into it. Two days later had an email saying it was lost and to contact sender. The value of the the item is £400. The sender said they will not refund me as I sent it back by the courier service that they chose and I should have used another because of the hassle and delay with it getting to me, so it’s my fault it’s lost. I can’t get in touch with Evri now. Just get the same automated messages on the phone and chatbot. I feel Helpless. Everything seems to come back to the same telephone number and round and round I go.
Hi Greta, really sorry to hear this. Your contract is with the retailer/sender so they need to sort this. Seek refund via method of payment instead citing breach of contract. If you continue to experience issues please email me jane@ladyjaney.co.uk
I have been trying to complain about my delivery driver leaving parcels on the doorstep wether I am in or out I have spoken to the driver and told him this is not acceptable and I have safe place instructions but he told me he don’t care and is too busy and now continues to leave them on my doorstep. there seems to be no way to actually speak to anyone on the customer service or complaint team from evri as you just go in a loop with the bot then the call ends.
Hi Paul, sorry to hear this. Your contract is with retailers/sellers so make a complaints to them accordingly. Leaving negative feedback for the driver is also a good way to ensure issues are dealt with. Evri has a system which picks up on delivery feedback. Alternatively email CEO, address is in my blog post.
Sorry for the long message but I would like anyone reading this to have a complete picture:
We have a unique issue which I hope someone can help with.
Back in 2022, our local Evri courier was (briefly) also our customer. We very quickly realised he is a bad customer and owed us money. After chasing him up for several months, we wrote to him to tell him we have closed his account with us. On receiving the letter, his wife phoned us and was very rude to us and denied everything. She basically made a bad situation worse.
After that, it must have been very awkward for him to come in to our building to deliver parcels. Several times he didn’t bother delivering and we would have the message ‘Unable to access premises.’ Complete rubbish. He just didn’t want to come in. As annoying as this way, we put up with it.
But then things escalated. One day, when he actually did deliver, he thought it would be a good idea to get funny with one of our female staff. Couriers are required to take a picture of the parcel at the delivery destination as proof of delivery. So this courier deliberately put the parcel in front of one of our female staff, pointed his camera at her to take the picture. She saw what he was doing and moved away from the parcel and told him not to take a picture of her. He kept the camera on her as she moved away and took a picture anyway. He didn’t even have the parcel in the shot. It was clearly malicious. My poor staff member was very flustered. The picture had her with her hand in the way and a shocked look on her face. He actually uploaded this picture as confirmation of delivery! Just before he left, he said, “What’s the problem? You’re not on any wanted list, are you?”
The staff told me what happened and I decided that was it for me. I contacted Evri to tell them the courier is banned from entering our premises for the way he behaved towards our staff. After several back and forths with Evri, whereby we asked for a different courier, we got nowhere. Evri clearly didn’t care that their courier behaved like a creep.
Luckily I came across this very website and so contacted the CEO and finally the matter was settled. We would have a different courier but may have to wait about a day extra for deliveries. We decided that was the best we were going to get so accepted it.
All the above happened in 2022.
The local Evri team complied with this for a few months but, in the last year, they have been rubbish at delivering again. They keep leaving emails, ‘Unable to access the premises’. It’s obviously the same courier and he knows he is banned from coming into our building. The agreement was that he would pass our deliveries onto someone else to deliver. This has not been happening. Just this week, I received a third email saying ‘Unable to access premises’.
Considering he owed our business money (and he knew it), one would think he would have been on his best behaviour when delivering to us. What on earth he was thinking when he behaved like a creep to our female staff member, I’ll never know.
I 100% stand by my action to look after our staff but it has left us with poor delivery service with Evri.
I ordered through Amazon last week so didn’t have an Evri order number so couldn’t even use the chat bot (which insists on an Evri tracking number).
What would you good folk suggest. Try our local MP? Or go to the CEO again? Something else?
Thanks.
Hi really sorry to hear about your issues with the Evri courier. The best way to deal is to constantly leave negative feedback as it is recorded and too many negatives do flag up on the system for investigation. In addition, try to avoid any retailers which use Evri as a courier and re-send your email to the CEO.
Hello
I need help with getting my package delivered to me but I cant seem to get to talk to anyone from Evri.
Sorry to hear this Sarah, your contract is with the retailer. They need to sort this for you.
my order was collected by Evri on 9th December. it is now 17th December and tracking has not changed. Evri previously responded to my email but now I have heard nothing in the last 5 days. they are just ignoring me. it was an expensive Parcel (to me at least) and it has ruined my Xmas as these gifts are not replaceable. I don’t know what to do!?
Hi Helena, sorry to hear this. Your contract is with the retailer, they need to liaise with Evri for you. Hope your parcel appears soon, could well just be caught in the backlog.
I posted 2 parcels to different towns in Italy. Both went from the Post Office on the same day. Trackign shows that both have arrived in the country. I have received a WhatsApp message saying that the external packaging is damaged and so click on a link. I am unsure if thi si sreal because how would they know my number without the tracking info and if they have that, they must know the delivery address. If I am wrong, ok, but I do not know which one has lost its address.. if this is not a scam.
The number is +55 (Brazil I think). Can you shed any light on whether this is legitimate?
Hi I would not click on any links in messages or email and definitely not ones sent via foreign numbers. Best to type your reference number in to https://international.evri.com/tracking/ to see updates on the delivery. International deliveries can take several weeks especially at this time of year.
I paid extra for next day delivery, even I got confirmation email for out for delivery but didn’t received any delivery and next day there is no response, very bad service including customer service ever I had
Hi sorry to hear about your parcel. If delivery was time specific you are entitled to request a full refund including postage costs.
I have been informed that my delivery was delivered yesterday.
I have not received the parcel, but according to my phone it’s been delivered. I have informed Amazon about this, as your reps do not knock or ring the bell. I would be grateful if you would look into this complaint, as it’s the second time this has happend.
Hi sorry to hear this, I am not Evri, I am a consumer champion who helps people with Evri issues. Amazon need to sort this for you as the retailer.
Hello lady Janey
I have been having mega issues with Evri about returning my parcel without being authorized, a particular lady has been doing that to my household, and the parcel that was supposed to arrive by 15th Jan 2025, after a while it stated it be returned to the sender, but to my great surprise now it showed delivered to a location I don’t know of and that isn’t my house address. I honestly need my 120p back, cos it was purchased from the TikTok shop and the company is not doing much in that department,
Hi sorry to hear this. Unfortunately it is the retailer’s responsibility to sort this for you. If they are unable to do so then try to seek refund via method of payment for breach of contract- no goods received.
Hello, I want to send parcel-skis from DT2 9LU to M21 7FZ. But on the site doesn’t have measurement for 1.55cm . How can I take the quote please
Hi sorry to hear this, I am not Evri, I am a consumer champion who helps people with Evri issues. If the site does not take that measurement then it’s not something Evri can accommodate. I would choose an alternative courier.
Thanks Lady Janey, youre awesome. I left a complaint with Evri. They were pretty bad around here a few years back, then improved quite a bit last two years and bow theyre becoming bad again. How can EVri state itll be delivered today with a specific time slot & make someone wait around, then they update tracking to say ‘sorry unable to deliver & will try on next working day’ (this is worse over the weekend as then you have to wait till Monday or whenever they decide). How can they show a GPS of address/location? when they didnt deliver, they didnt even attempt to deliver & they were nowhere to be seen.
Hello LadyJaney we are having major issues with Evri we posted a parcel over a month ago. It was apparently damaged in transit and the delivery was not made. We got to speak to someone about it a few weeks ago and they couldnt tell us anything useful. We have tried contacting Evri by phone and email and nothing. Over a month later no returned package no delivered package no communication nothing. Can you assist in any way? It was grand childrens birthday and easter gifts.
Regards hopefully Sasha.
Hi yes I can help, please do email me info jane@ladyjaney.co.uk
EVRI said they tried to deliver my parcel. We were here. They did NOT try and delivery the parcel.
The website tracker has now been updated hours after the attempted delivery to say that they were attempting delivery between 13:00-15:00. Hours after the attempted delivery time!!! They never attempted delivery. No photos no proof they tried.
The tracker shows a map of a neighbour severl doors away but they too had not seen my parcel. They has a delivery from EVRI but something for them!
Additionally their phone number does not work. No maytter what travcking number yopu enter they say it is not recognised. Without a tracking number they will not help further!!! They have purposefully disabled the phone system it would appear.
The online chat also would not let me chat with a real person. The chat went around in circles and NO HELP whatsoever.
The tracking information seems to be made up? Is it ? Can EVRI prove they tried to deliver it?
Theit website says ‘verified location’ but the WRONG location if at all they did try and deliver the parcel.
Seems possibly a work of fiction? No happy at all. Their tracking showed no updates untils several hours aftrer the events apparently happened. Which they are providing no proof.
Not very happy.
Sorry to hear this, your contract is with the retailer, they need to sort this for you and locate parcel. There should be a photo as proof of delivery.
Everi has said that their driver has attempted to deliver my parcel and update shows a photo of it in the back of a van (in the dark). 5 days I’m waiting in, missing work, and furious at the shambolic incompetence of this courier service.
Hi sorry to hear this. Your contract is with the retailer not Evri. It is up to them to resolve this for you. Make your problem theirs.
Hi ladyjaney – our local delivery driver is refusing to deliver parcels here because she said her manager has told her she doesn’t have to deliver parcels to aggressive customers. I have confronted her twice about photographing my face when she delivers parcels. I have had to shout and chase her down our drive to ask her to respect my privacy. I asked her to photograph the parcel in my hand or at my feet and she said she is not allowed to do that. I have complained via email but they are not really mentioning my issues in their replies. They just said we will try and deliver again. Now my parcel after 3 failed attempts (she just photographs the gate and drives off and says failed attempt) has been returned to the sender. I don’t seem to able to get this problem acknowledged. It’s extremely stressful. I have sent them videos but they are not even mentioning them. What can I do? Hope you can help with an idea!
Hi Beth, sorry to hear this. Please could you drop me an email? jane@ladyjaney.co.uk
Hi, I got home from work today to be greeted by my neighbour informing me that an Evri driver had hit my garden wall with his van & just left the damage & drove away. I have tried every avenue to report this on the Evri website but the chatbot system doesnt allow me to explain this. They are completely unaccountable. How can I get this resolved?
Hi Pete, by emailing me jane@ladyjaney.co.uk
Hi, I made an order with Peacocks and sent items back for refund via Evri on 4 September, it is still saying on the tracking that it is on its way back but when you call Evri they say it has been delivered to “QVC” on 9 October. I have called Peacocks and they have not received it back. I have tried to contact Evri every way possible but am not getting anywhere. I wish to make a claim but am unable to find a way to do this. Are you able to help?
Many thanks in advance.
Julia
Hi Julia, sorry to hear this, pls drop me an email jane@ladyjaney.co.uk
I posted a parcel to my home in the USA from a post office in England last week. Tried to track it today, and Evri indicates there’s a problem at customs. When I tried to get more information through their chat and phone contact options, I got the same runaround as described in many of the above comments, and I’m left unsure about whether it’s being sent back to the post office, to my friend’s address/return address, or, more hopefully, it’s been sent on after a brief delay. There’s no way to reach a human, seemingly no way to defeat the robots at the chat, and when I use the normal “I’d like to speak to a human” strategies on the phone, I’m disconnected.
I’m posting this here so that if someone eventually has my problem, they’ll know that the post office in the UK seems to use this dreadful service, so even if there’s no vendor or retail transaction going on, you can get caught in this customer service void just be posting a parcel. Not sure when this change happened, but it’s a shame.
Hi Kim, thanks for sharing this. Anything sent overseas via Evri does take an age, keep checking the tracking number and it should update in time.
Interestingly, I eventually did find a way to communicate with Evri by using the UK post code in the return address. A victory! I submitted my enquiry, and 24 hours later I was told that the parcel was “on its way to me.” The tracking data, however, still indicated that there was a customs problem. Hmm.
A few minutes later, I got a text from my friend (whose home address is the return address) and she told me that the parcel had been delivered back to her.
Additional information: the tracking data at the Evri website indicated that my parcel was held up at Heathrow, but the stickers on the box indicate that it had been at Gatwick.
So, be aware that Evri doesn’t seem to have any idea what’s going on with at least some of the packages they’re charged with overseeing.
Also: the current US president’s ridiculous elimination of the de minimis exemption for low-value international packages to the U.S is undoubtedly to blame for the customs issue (and let me apologize to the world for his existence) but the tracking provided by Evri is still a problem.
Hello all, international postage issues here. I have fully paid the duty & tax to Mr Trump, but i keep getting messages that it still needs to be paid. Evri’s “Cusomer services” people in the chat, armed with their pre-prepared responses agree that it is fully paid up, yet I’m getting messages every day that payment still needs to be made. It’s been sat at customs or Evri depot for 4 days now awaiting payment. Despite their reassurance that everything is progressing normally and that I should ignore the messages, I fully expect it to be returned next week or for it to mysteriously disappear into the Evri abyss somewhere.
Any recommendations?
Hi Alasdair, sorry to hear this. If you email me your tracking number and postage details I can check on this for you jane@ladyjaney.co.uk
As expected, despite their assurances that things were progressing and I should ignore the messages. I now have a message saying it is being returned to me. It’s the bare-faced lies from the “customer services” lot which were clearly just to get rid of me that are the most frustrating. They claim they are issuing a refund and that it is being returned. But I fully expect that not to appear back in my bank and for the package to mysteriously disappear. Genuinely the worst service and disgraceful lack of accountibility that I have ever come across. And that’s taking into account the recency bias I wilol have.
Such a stupidly run company. I used Evri to send my old phone to music magpie on the 23rd of December and music magpie are still waiting for the parcel and Evri seem to have lost it but not responding to my messages or even having the decency to call or send and email. I’m going to escalate this to the mp now
Hello,
I wonder if you could help me on this. I have been fighting this since April and still I am being ignored.
I had a returns package picked up by Evri in which was never returned to the sender (Secret Linen store). The value contents of the package was 1,219.45 pounds for a film shoot.
Evri picked this up and it was never returned to the Secret Linen Store (I have this confirmed on email screenshots).
I made a claim report with Evri and have been waiting paitently for weeks and just found out that Evri want to refund me back only 30.99 pounds in postage costs as after investigating their claim I only bought “standard compensation”
This isn’t acceptable to me.
I can’t be refunded back only 30.99 pounds when I have lost £1,219.45 pounds!
I would like to escalate this claim further because I need to be compensated by Evri the 1,219.45 pounds.
When them multiple times the automated receiver on the Evri line just says “we were unable to deliver this parcel due to damage but we will be in contact with you about a refund”.
As I can’t get through on the phone I keep emailing them and being ignored any help so appreciated I am just tearing my hair out`!
Thanks so much,
Daisy
Really sorry to hear this Daisy, please can you drop me an email? jane@ladyjaney.co.uk