Evri No Communication

Uk_DavyBoy

I booked a return delivery to the supplier for an Item I purchased with Evri and was issued a collection date of the 30th December 2022 between 8am and 8pm. Evri however, have as yet failed to collect the Item and now I am experiencing extreme difficulties in contacting them in regards to this. In each instance by both telephone and webchat I cannot progress as they insist I have a tracking number. This is the crux of the issue because a tracking number is not issued until after collection has been made. Any help and advice would be greatly appreciated.

Aylesbury_Duck

What's the context here?  Is there a retailer involved?  Are you using the retailer's return procedure or returning it yourself?

Alderbank

Who has paid for the return? Have you paid Evri directly or have you used a system prepaid by the supplier? Evri have a growing number of preset return systems set up with major suppliers.

If it is a pre-paid system the communication might be between Evri and the supplier. Just inform the supplier that Evri failed to collect and let them sort it.

If you paid, you should have received the tracking number in the email confirming when the collection would be. The reason for that of course as you have discovered is so that the sender can chase up if Evri don't collect as planned (it's far from unknown). Evri say the tracking number is also available in your "order history" section of their website.

Evri say 'If you missed your courier or your courier hasn't arrived on the day and time expected, please start a chat to reschedule your collection.'
Get the chat operator to resend that email or get them to talk you through logging on to your order history.

fred7777

I have a similar problem, 2 parcels booked for collection on the 28th and no collection attempted. tracking states "We're expecting your parcel to arrive with us soon and we'll update your tracking once we've received it"
Their email response was we have passed it to the local depot to investigate, we will get back to you and won't reply to any emails!
There is no way to contact them and talk or message with an actual person. Their terms and conditions refer to a compensation form to get your money back in such events but this is no longer attached to their website.

Aylesbury_Duck

This is the trouble with using the services of the lowest bidder. If you want proper tracked services with good customer service facilities in the event of problems, you need to use more expensive couriers, or shop with retailers that use them.

Jonboy_1984

Aylesbury_Duck said:

This is the trouble with using the services of the lowest bidder. If you want proper tracked services with good customer service facilities in the event of problems, you need to use more expensive couriers, or shop with retailers that use them.

Except almost all couriers have had issues congestion issues over the last 4-6 weeks as a knock on from the Royal Mail strikes, Black Friday and Xmas…

Aylesbury_Duck

Absolutely, but current delays are an entirely different thing to the point I made.

SpillerMRS

EVRI is abysmal.

Their local courier driver here is absolutely lovely - far too good for them!!!!!!! They have ZERO customer service - if your parcel is labelled currently as delayed, guaranteed they will tell you in the next 7 days it's deemed lost and will 'suggest' you go back to the original retailer for compensation / refund.

The issue I have with them is they take your money and run - they're an absolute racket. They have zero accountability, knowing full well the law holds the original retailer liable for a refund - so, based on a 99% success rate, their 1% of parcels lost (and therefore refunded NOT by Evri but by brands / small businesses / eBay sellers etc), is raking them in thousands of pounds in revenue - with ZERO accountability, ZERO apology. Not to mention the upset, frustration and disappointment felt AND energy / time wasted in chasing them.

Since last October we've had SIX parcels deemed 'lost' by Evri. One or two eBay sellers but also Ruggable, Monsoon, Accessorize and Regatta: all well known brands (some high value items). I keep seeing in the press Evri trying to pass the buck to 'individuals stealing' parcels from them. Wow... Yet another washing of hands! 

If Evri couldn't meet the demand of increased delivery because of Royal Mail strikes, DON'T OFFER THE SERVICE!

Unfortunately they are IMPOSSIBLE to contact - either by phone, mail, email or chat: because they give zero sh*ts about customers. Oh, and if you see a positive comment about them it's either on account of the delivery driver (as per our case, where she is fantastic - if she ever gets the parcel through the system), or it's clearly someone from Evri... So maybe keep hitting the forums! They're clearly hearing   

p00hsticks

SpillerMRS said:

So maybe keep hitting the forums! They're clearly hearing   

Or even more effective - refuse to do business online with companies that don't offer you a choice of delivery options, and let them know why they aren't getting your custom.

[Deleted User]

@SpillerMRS as i mentioned in one of your other threads - Evri drivers are self employed individuals and are not employed by Evri.

How they conduct themselves is another matter altogether.
Logically, the more business-like the driver is, the more business-like service you will receive from him/her.

Anyone can do this job - they need a vehicle and sat-nav ...... that tells you everything.