HERMES / EVRI HOW TO COMPLAIN DIRECT TO CEO

MalMonroe

NDH2022 said:

Why have admin removed the email address (   does anyone know it as there is absolutely no way to get hold of anyone at EVRI, abysmal service, no way to chat, email or phone anyone, just an automated chat bot that won't let you get anywhere just go round in circles!  no way to complain, - does anyone know how to get hold of anyone, or can provide the email for the CEO please.  My parcel has sat saying they have it for 5 days, on their website it says contact us if it hasn't moved in 24 hours, errr,,, how exactly?  the only contact is the chat bot that just says yep we've got it and it's not moved for 5 days!

Information is sometimes removed because part of the MSE Forum Rules (under 'posting content') says -

"We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received."

Forumite bigdave4600 commented in March on this thread that he had "had a phone call and email from the Evri Executive Office on behalf of Martijn!"

Which means someone at Evri is being vigilant.

To quote the Forum Rules again -  

"Consider the implications of your post -

It’s important to understand that your post(s) could land you in court, being sued for defamation, and that you may have to pay substantial costs."

As I said way back (and was ridiculed for it), I am someone who has always received excellent service from Evri, also when they were Hermes. 

What olgadapolga says above makes sense. But please do be careful when posting. 

Mel2500

I share your distress - but is it Evri or InPost that are to blame?  Evri use InPost lockers but do not make it clear that you are putting your parcel in the hands of a third party.  My NEXT DAY parcel, sent on the 11/10/22 is allegedly still in the InPost locker 11 days later, according to the tracking. Frequent emails to Evri customer support have only resulted in them deciding, conveniently it seems to me, that my parcel is 'lost'.  The machine checked the parcel in, the tracking says it is still there, and InPost seem to have no accountability whatsoever for one of their operatives removing the large 6kg box from the locker, and making off with it, without scanning it.

stoatwblr

MalMonroe said:

As I said way back (and was ridiculed for it), I am someone who has always received excellent service from Evri, also when they were Hermes. 

All I can say is that you've been very lucky.

I've had around 80% issue rate with Hermes - only ONCE have they followed instructions and actually knocked on the door - items have been:

- delivered to the wrong address
- smashed after being thrown over the gate
- left on the footpath outside - on a busy shopping street (almost immediately stolen and the thief covered their face from CCTV)
- "lost" (repeatedly)
- returned to sender without even bothering to try and deliver
- dropped at a parcelshop which wouldn't release the packages due to "technical issues" (multiple visits to try to collect)
- in 3 cases items took a month to deliver
- delivered packages (a laptop in one case and TV in another) which had clearly been _RUN OVER_ (tyreprint) and had shattered the contents

The most interesting one was a package which blew open when the courier dropped it (hard) over the gate - he was observed on CCTV to then collect the pieces (5 100-disk tubes of DVD-roms - which popped open) and scurry off. The next day the same items were delivered in a new box with a new label, with extensive damage and stuff rattling around loosely. Evri(then Hermes) denied they'd done anything and claimed that being signed for proved it was ok, but the CCTV footage was hard to deny. That cost them a large contract with a multimillion pound client as the CCTV was the evidence needed to backup a significant number of other similar complaints

My employer (a large site) has had an equally abysmal experience with Evri and the only _worse_ company is Yodel


On the Evri complaints facebook group, one person put an airtag on the package. It clearly showed the item's journey and at the point they claimed they were "unable to deliver" the package was still pinging in their North London depot

xxyyzz

Hi 
I received a package today from Evri. The door bell was not rang but there was a faint knock on our front door . I reached the front door in under 30 seconds and by the time the door was opened and the package placed in the hall.
He said that he didn’t speak English very well .This is totally unacceptable this is a huge infringement of privacy..I don’t wish to get this fellow into trouble but you should be educating your operatives boundaries.

Yours Sincerely

(Removed by Forum Team)

martindow

xxyyzz said:

Hi 
I received a package today from Evri. The door bell was not rang but there was a faint knock on our front door . I reached the front door in under 30 seconds and by the time the door was opened and the package placed in the hall.
He said that he didn’t speak English very well .This is totally unacceptable this is a huge infringement of privacy..I don’t wish to get this fellow into trouble but you should be educating your operatives boundaries.

Yours Sincerely

(Removed by Forum Team)

You don't have to leave your door unlocked.  It seems quite considerate putting a parcel inside in the dry rather than just placing it on the doorstep. 

Was this really a huge infringement of privacy?  I assume that he wasn't looking through your belongings or helping himself from your fridge.

baward

The email address I have from my dealings with them is EvriSupport@evri.com (if I'm allowed to post it.)

From this article on Which? it appears that it's not the courier, but the retailer who is responsible for getting the item you purchased to you: https://www.which.co.uk/consumer-rights/advice/my-delivery-or-online-order-hasn-t-arrived-what-can-i-do-aLlda9w2pukM

DCFC79

baward said:

The email address I have from my dealings with them is EvriSupport@evri.com (if I'm allowed to post it.)

From this article on Which? it appears that it's not the courier, but the retailer who is responsible for getting the item you purchased to you: https://www.which.co.uk/consumer-rights/advice/my-delivery-or-online-order-hasn-t-arrived-what-can-i-do-aLlda9w2pukM

Thats right, the seller is who should be doing the chasing and not the buyer, some retaileds may well shirt they're responsibility of it.

Potexna2_23

For Hermes/Evri customer service to say, "We’re listening," when their lack of service becomes a problem, is a joke. I have tried to speak to a human being on a number of occasions, only to be told by Holly (their bot) that someone from 'the team' will contact me within 24 hours - NOT! No one has bothered to contact me in three days.

Even the recipient of my parcel has experienced the same treatment, since the parcel I sent him was refused by the Evri Nisa drop-off shop because I had chosen a 'courier service' and not a 'drop-off' one. They do not make it clear that you have to choose one or the other. OK, I made a mistake and so the parcel was supposed to be returned to me.

Everything looked hopeful at first, the tracking said it was out to be delivered to me, and then my hopes were dashed when a message popped up saying that Hermes had been told the parcel was not wanted any more, and it would be returned to sender!

It started its journey back on Monday, and since then it seems to be going backwards and forwards from Somerset to the 'Nisa Local' drop-off shop in Sunderland who refuse to accept it! Is there any way to stop this madness? Any attempted communication by me with them seems to have been shunted off to a parallel universe! Help!

djgazzaf

DISGWYLFA said:

LIKE MANY OF YOU I HAVE HAD PROBLEMS WITH HERMES NOW CALLED EVRI AS IF A NAME CHANGE WILL IMPROVE THINGS. WHEN IT GOES OK ITS FINE BUT WHEN IT DOESN'T THEY DON'T WANT TO KNOW, WAIT FOREVER ON A PHONE LISTENING TO COLDPLAY, YOU MIGHT EVEN GET A NUMBER WITH AN ESCALATION BUT NOTHING WILL HAPPEN UNTIL YOU CONTACT THE CEO (Removed by Forum Team) SO EMAIL AWAY. HE DOESN'T WANT TO HEAR FROM YOU, TRY IT. ALSO IF YOU HAVE ANY PROBLEMS AND WISH TO GO TO THE TOP YOU CAN LOOK UP ANY CEO ON CEO.COM THEY ARE ALL LISTED THERE, EMAILS, ADDRESSES, TEL NUMBERS AND WHO  IS IN CHARGE. IT'LL MAKE YOU FEEL BETTER IF NOTHING ELSE. HAPPY PESTERING !

So how do we put complaints in then your telling us nothing with this post as their website has no complaints on it and their phone number is completely automated and no damn option to talk to a dumb receptionist at this god forsaken company still not giving us anything where we can complain about them?

djgazzaf

Potexna2_23 said:

For Hermes/Evri customer service to say, "We’re listening," when their lack of service becomes a problem, is a joke. I have tried to speak to a human being on a number of occasions, only to be told by Holly (their bot) that someone from 'the team' will contact me within 24 hours - NOT! No one has bothered to contact me in three days.

Even the recipient of my parcel has experienced the same treatment, since the parcel I sent him was refused by the Evri Nisa drop-off shop because I had chosen a 'courier service' and not a 'drop-off' one. They do not make it clear that you have to choose one or the other. OK, I made a mistake and so the parcel was supposed to be returned to me.

Everything looked hopeful at first, the tracking said it was out to be delivered to me, and then my hopes were dashed when a message popped up saying that Hermes had been told the parcel was not wanted any more, and it would be returned to sender!

It started its journey back on Monday, and since then it seems to be going backwards and forwards from Somerset to the 'Nisa Local' drop-off shop in Sunderland who refuse to accept it! Is there any way to stop this madness? Any attempted communication by me with them seems to have been shunted off to a parallel universe! Help!

So where can we put complaints in then you tells us all that yet nothing to say how or where we can complain to this pathetic company so how is this post supposed to help people who have tried to complain online their website has nowhere to complain their chatbot is the worst in the world and their phone number even if you phone in OFFICE HOURS you can not talk to anyone at all I have found the CEO's email address on google and sent an email but because of how he runs this company I expect to be completely ignored by him as well so any other help would be nice. A friend of mine works for Evri and has given me an 0800 number but he said good luck in trying it so if that is coming from one of their drivers I hold no hope in my life time in getting some kind of closure with these idiots