EVRI say parcel was overweight

rose_sparky

I’ve had an email from EVRI saying a parcel that was delivered today was overweight.

I paid for under 1 kg and they’re saying it was 1.65k.  This was a woman’s dress and no way did it weigh that much.

they say they are sending me an invoice.

its not a scam as the tracking number is correct.

Im not sure where I stand with this,

olgadapolga

Evri frequently get it wrong - their "industry standard" (I think that's the phrase they use) scales can and do weigh two parcels at the same time, resulting in the higher weight claim.

Just dispute it. Tell them that it was a dress  that didn't weigh 1.65kg and you're not paying for the extra carriage and their admin fees. 

They'll waive the "fees".

No issues with the recipient either as it's already been delivered.

Of course, if you want to prove that it didn't weigh 1.65kg, you could always ask the recipient if they'd mind popping the dress and packaging onto some scales and sending you a photo of it.

Runner_Duck

Some couriers, including Evri, use Volumetric weight to calculate weights. This calculation includes the box size so if it arrived in a large box, this could be where the discrepancy comes from.

fwor

When Evri was under its previous name, this used to happen to me regularly. I ended up taking a photo of every single parcel I sent, with address label visible, on scales showing the actual weight. Eventually I solved the problem by not using Hermes/Evri any more!

I should add that I never once paid the excess charge. The first one I disputed (doing what olgadapolga suggests above and asking the reipient to weigh the package "as received"), and subsequent ones I just ignored - none had any basis in fact.

rose_sparky

thanks for your replies.

i had a word with my lovely EVRI collection driver this morning and he said I could get them to speak to him as he knows that all my parcels come under 1 kg.

the problem, as always, is speaking to a person, otherwise you go round in circles.

rose_sparky

I’ve just had an invoice asking for £4.56 but nowhere on there how to contact them.

rose_sparky

Does anyone have a free phone number I can call them on? I don’t want to pay more than the invoice for a phone call.

DullGreyGuy

rose_sparky said:

thanks for your replies.

i had a word with my lovely EVRI collection driver this morning and he said I could get them to speak to him as he knows that all my parcels come under 1 kg.

the problem, as always, is speaking to a person, otherwise you go round in circles.

Ideally you want to get a photo from them of the item being measured/weighed. They have a machine that does it all in one and most the time it appears to work fine but occasionally you get parcels that overlap and the machine assumes its one odd sized package and weighs and measures it as one just getting the bar/QR code off one. 

The two times its happened to me its been obvious from the image but the whole process is automated so no individual has looked at it before the letters/emails go out etc.

rose_sparky

that’s great thanks, the problem is being able to speak to a person and not a machine.

i know it’s not a great amount but it’s the principle isn’t it.

olgadapolga

Did you get anything via email? The last time this happened to me, I received an email telling me that there was an issue and a PayPal invoice.

I just hit "reply" to the email.

Otherwise try myhermes@mailgb.custhelp.com (this is the last email address I had for them regarding this).

rose_sparky

Yes I did, thanks for that, I’ll try tomorrow.