How to contact a person in Evri

goakes

I needed to return an item to the retailer via Evri, but they never received the item (this being over 4 weeks ago). Evri's tracking system shows it was received by the retailer but the retailer stated in the tracking system is the wrong retailer. I have been trying to contact a real person in Evri but their online and phone help process does everything to prevent a real conversation. Can anyone give any useful advice on how I can escalate this issue whether with Evri or someone else? Evri's help system is the worst I have ever come across. For instance, on the Hollybot help, there is a prompt to select "Returning to retailer". They then give two options to select "Technical issue on website" and "I need to report damage to my house or vehicle". What sort of options are these? Anyway, any help would be appreciated. Gary

olgadapolga

I've always been able to speak to someone if I ring them as soon as their call centre opens, via the number on their website.

Alternatively try emailing the CEO (email address can also be found online)?

Spoonie_Turtle

The chat bot a couple of years ago I managed to sort of get the issue raised to a human - I just kept typing 'I need to speak to a human' and eventually it sent an e-mail to raise a support ticket. 

My issue did get sorted a few days later, though I can't be sure if it was from specific human intervention or if someone coincidentally sorted it in that time period anyway.  But worth a try.

coffeeplease

Awful company. I also cannot get through to a real person; it seems that Evri has shut down any customer-initiated avenue to speak directly to a person. Two of their contact ph #'s are no longer in service. The Hollybot chat service loops with silly options that don't address my issue: the courier never collected parcel, and now it's too late to send it for when recipients will be in, so I want to cancel my orders. I did go back to Hollybot chat and like Spoonie_Turtle finally got an option for someone to contact me either by email or phone. I don't know how long I will have to wait to be contacted, but I'm sending my parcels with another delivery company. I'm willing to take a hit on not being reimbursed, not happy, but willing to, just to move on with my life.

GadgetGuru

Evri is cheap, but I would never use them to send anything whatsoever, no matter the cost. It's just not worth the hassle. 

jon81uk

Who paid for the return? You or the retailer?
If the retailer paid then they need to resolve the issue with Evri, not you. As long as you can prove it was dropped-off or collected it is not your problem, the retailer needs to refund you.

Buster_Danog

Spoonie_Turtle said:

The chat bot a couple of years ago I managed to sort of get the issue raised to a human - I just kept typing 'I need to speak to a human' and eventually it sent an e-mail to raise a support ticket. 

They changed the chat bot. That no longer works. As was mentioned above the only way to get a response is to email the CEO. This will get a reply from customer services. I done this about two weeks ago.