How to contact someone at Evri or officially complain

nazuro4013

Hi, I sold a bread maker on eBay and posted it using evri. It arrived smashed up with the packaging severely damaged. I contacted evri by phone on 29th October to explain the situation and ask for my compensation. I have yet to receive a response. Their contact us page says I should expect a response within 24 hours.

I've subsequently tried using their "chat" feature and prompted their AI bot: "The parcel I sent arrived damaged". Upon entering my tracking number, the bot then tells me

"Your eBay Seller parcel was delivered to the delivery address on 28th of October @ 15:19. As the parcel was delivered over 5 days ago, I'd recommend you contact them if you have any questions regarding your delivery.".

The problem is it thinks I am the buyer but I am the sender. 

The buyer seems to have successfully communicated with a human at evri and they have told evri that I am trying to contact them unsuccessfully, and asked that they could contact me. Yet I still haven't been contacted.

What do I do from here? Any advice much appreciated

Thanks

FlorayG

When the bot asks for the tracking number, give then the tracking number of an item that has been successfully delivered with no problems, then click on 'there is a problem'
The bot can't cope with this and will put you through to a human being and then you can give the person the real number; however, don't expect to get anything from them either. I did this once, got a very sympathetic person who agreed with my complaint and agreed a full refund. I never actually got any money, though

GadgetGuru

You used Evri and actually expected the item to arrive in one piece?

soolin

GadgetGuru said:

You used Evri and actually expected the item to arrive in one piece?

Yes I would expect it to arrive intact if I have used the correct packaging.

OP, however, kitchen items are not covered for compensation in Evri T and Cs , so even if you do manage to track down a human they will just refer you to their list of restricted items 
https://www.evri.com/send/what-i-can-and-cannot-send

MouldyOldDough

I think that this covers just about everything that could be sent...

and anyway - who determines whether an item has been badly packaged - Evri !

Excluded from compensation

You can send these items with us, but we can't provide cover or compensation for them.

• All items that have been badly packaged or strapped together
• Fragile or perishable (within 7 days) food or goods, including chilled and frozen food, plants, seeds, flowers and plant derivatives
• Liquids under 1000ml are accepted as long as they DO NOT contain prohibited contents like paints, oils, perfumes, aftershaves, inks, enamels and varnishes (including nail varnish). All liquids over 1000ml are prohibited
• Glass items or fragile items that contain glass parts
• Diamonds and other precious stones or antique items
• Laptops, computers and game consoles
• TVs and monitors
• Lighting equipment such as vehicle lights and light bulbs
• Paintings, prints or canvases
• Musical instruments including their cases or suitcases when used as external packaging
• Ceramic or composite items of any description including without limitation mirrored items, crystal, ceramics, porcelain, plaster, marble, china, stone, slate, resin, granite, concrete (or any item containing these materials)
• Fossils, stones, marble, stoneware or any stone derivative
• Articles made largely or wholly of gold, silver or other precious metals
• Kitchen appliances such as white goods or electronic equipment with fragile/glass parts
• Antiques - objects over 100 years old
• Furniture - unless flat-packed and safely packaged
• Cheques or dividend warrants which are uncrossed and made payable to the bearer, uncrossed postal orders which do not state to whom they are to be paid, bankers' drafts, bearer securities including share warrants, bonds or relative coupons un-franked postage or revenue stamps – except a revenue stamp embossed or impressed on an instrument which has been executed
• Coupons, vouchers, gift vouchers and cards, tokens, stamps, national insurance stamps, credit cards, debit cards, lottery tickets, scratch cards, SIM cards, tickets or passes such as for travel or events, any forms of currency (including notes and coins)
• Documentation – such as passports, driving licenses, medical, employment, property or commercial records
• Memorabilia, photographs, signed items and vinyl records
• Cameras, lenses, spectacles and optical equipment such as telescopes or binoculars
• Internal damage to appliances, mechanical items or electronics is excluded from compensation
• Tobacco and tobacco products
• Real fur

rollingmoon

GadgetGuru said:

You used Evri and actually expected the item to arrive in one piece?

You'd be surprised... in the couple of years since I've been selling again they manage it with far greater regularity than Royal Mail/Parcel Farce.

kinger101

MouldyOldDough said:

and anyway - who determines whether an item has been badly packaged - Evri 

The poorly paid staff working night shifts in the parcel depot.  If I survived being thrown, dropped and kicked several times, it was packaged OK.

MaroonFox72

I'm having a Kafkian nightmare trying to contact a human being. Everything is automated. Everything. 

I am the sender. I sent a golf bag to Germany via the Post Office. Both mine and the customer's emails were included in the paperwork, as required by Evri.

The parcel got held at Heathrow, some "custom/tax duty" payment required (what for??). Anyway, my customer has not received an email, and neither have I. Not in spam, or junk , or anywhere, there simply isn't an email for him or I to respond to, and we all know Evri just don't deal with phone numbers, because that would involve real, human contact between Evri and customer.

I spent a whole day going back and forth from Evri website, to Live Chat, to my customer etc, just trying to speak to somebody about how to get this parcel released from customs so it could complete its onward journey. No dice. Everything is automated. EVERYTHING. When they tell you it's a "live chat", isn't. When they tell you you can leave a voicemail or request a callback from the 0330 customer service line, you can't do either. It's also automated and will actually end your call for you, leaving you none the wiser. The website also has no mailing address where written complaints can be sent. 

In short, there is NO way to complain about a service, or to resolve a real problem in real time with a real person.

Eventually, the new update on the tracker tells me the parcel will be returned to me because customs payment wasn't made. It wasn't made because the email requesting payment was never received by anybody.

I'm fuming, as you can imagine. One simple phone call should've been able to sort this out. Or somewhere to input an alternative email for the customer. Wherever the fault lies, the fact that there is absolutely no point of contact whatsoever for needless problems like this to be sorted out, is abysmal.

I am surprised, and alarmed, that companies like Evri are allowed to operate with impunity. I feel Iike I have literally thrown £20 out of the window, and I can't believe they're permitted to trade, to be honest. 

Does anybody know if there is an ombudsman I can contact? Who regulates these guys??

MouldyOldDough

MaroonFox72 said:

I'm having a Kafkian nightmare trying to contact a human being. Everything is automated. Everything. 

I am the sender. I sent a golf bag to Germany via the Post Office. Both mine and the customer's emails were included in the paperwork, as required by Evri.

The parcel got held at Heathrow, some "custom/tax duty" payment required (what for??). Anyway, my customer has not received an email, and neither have I. Not in spam, or junk , or anywhere, there simply isn't an email for him or I to respond to, and we all know Evri just don't deal with phone numbers, because that would involve real, human contact between Evri and customer.

I spent a whole day going back and forth from Evri website, to Live Chat, to my customer etc, just trying to speak to somebody about how to get this parcel released from customs so it could complete its onward journey. No dice. Everything is automated. EVERYTHING. When they tell you it's a "live chat", isn't. When they tell you you can leave a voicemail or request a callback from the 0330 customer service line, you can't do either. It's also automated and will actually end your call for you, leaving you none the wiser. The website also has no mailing address where written complaints can be sent. 

In short, there is NO way to complain about a service, or to resolve a real problem in real time with a real person.

Eventually, the new update on the tracker tells me the parcel will be returned to me because customs payment wasn't made. It wasn't made because the email requesting payment was never received by anybody.

I'm fuming, as you can imagine. One simple phone call should've been able to sort this out. Or somewhere to input an alternative email for the customer. Wherever the fault lies, the fact that there is absolutely no point of contact whatsoever for needless problems like this to be sorted out, is abysmal.

I am surprised, and alarmed, that companies like Evri are allowed to operate with impunity. I feel Iike I have literally thrown £20 out of the window, and I can't believe they're permitted to trade, to be honest. 

Does anybody know if there is an ombudsman I can contact? Who regulates these guys??

To be honest - I don't believe there is - I gave up complaining to Evri, years ago and instead - I ask sellers whether they use Evri or not and if they do - I try to avoid buying from them

martindow

MouldyOldDough said:

MaroonFox72 said:

The parcel got held at Heathrow, some "custom/tax duty" payment required (what for??).

The joy of Brexit - fees are now payable to send to EU countries. 

They were tight to hold it until someone pays the German VAT and clearance fee, but Evri are clearly at fault here in not sorting out payment.

Some better carriers let you or the recipient pay this in advance.  This explains the options that P2G offer for instance

https://www.parcel2go.com/international-shipping-hub/consumer/import-tax-ddp-ddu

LunaThyme

Just jumping on to add to this thread and wondering if anyone has any advice.

I Purchase something on Vinted and it took absolutely forever to reach me. I received a random notice that I needed to pay £7 postage for Royal Mail. Turns out it was the Vinted parcel which had supposed to have been delivered by Evri.

So the parcel that was supposed to go through Evri got picked up from the parcel shop by Royal mail. RM delivered it to me and charged me as the parcel was in their network and they had to deliver it. So I’ve paid Evri for a parcel they never sent, And Royal mail £7. So that’s pretty much 10 quid on postage for something worth less than that from Vinted (a child’s coat).

I complained to Evri via email and through the proper channels, explaining what had happened. I explained that I’ve been down to the Royal mail sorting office and they’d detailed how this often happens and why they charged me. I also sent a picture of the charges from Royal Mail on the Evri parcel. I still have the proof of charges from Royal Mail and sent this as an attachment when I made the complaint.

the seller also opened a case with them but has had no response. 

But when Evri replied to me, they simply said they couldn’t find the parcel in the network… despite me originally saying that I already had it because it had been delivered by another courier. They then followed up by saying they were still looking for it and weren’t able to find it.

At this point I start to actually think “Claire” the customer service agent isn’t a real person but an automated template response.

so I tried going through the other channels like the chat bot, the automated phone system… as soon as I have to put in my parcel tracking number it takes me to a dead end because they say that they’re looking for it. No way to connect me to a human. They’re so obtuse and I can’t speak to anybody. I tried different variations of things that I’d researched online about trying to get through to a human but it always comes back to this tracking number which just cuts me off every time.

So I forwarded on my customer service response from them from two weeks ago (they haven’t followed up since of course) with the CEO and the complaints team on CC. I’ve told them I’m going to pursue it with the small claims court if they don’t cough up soon (the principle of the matter). I’ve said I want the Royal mail charge refunded, the fee plus compensation. I know it sounds over the top but it’s just absolutely ridiculous customer service.

Is there anything else I can do?!!