Evri delivered to the wrong address, AliExpress won't refund

Tangiers

I have bought lots of stuff from AliExpress and most of the time there have been no problems. The problems that I have had have been resolved one way or another (in the extreme). They either deliver by Royal Mail or Evri (though I have just had one item delivered by Amazon) and until recently, my local Evri driver has been 10/10 but he just moved on. For a fortnight or so before a permanent replacement was found, there was chaos with Evri deliveries though most went to an address about 200m away which I found by the delivery photo, one delivery photo was completely unrecognisable. All the houses around me have the same landlord and they are all painted the same colour - the paintwork in the photo is different.

Evri have conceded that the item was delivered to the wrong address but have done nothing about it. I was told by the new permanent driver that the driver on the day got lost and may have 'delivered' the item to somewhere about five or six miles away which is a sprawling area of farms, cottages and the like. I 'drove' around on Google street view but I could not see anything remotely like the photo.

AliExpress and Evri have since played the blame game, bouncing me back and forth. Even though Evri acknowledge that they lost the item, they say that they cannot refund me as their contract is with AliExpress and AliExpress keep asking for evidence that the item is lost. I send copies of the e-mails I get from Evri but the evidence is rejected.

Is there anything I can do?

Peter999_2

At this stage, I would go back to your credit card company and ask them to help you.

Tangiers

Thanks for the reply.

Yes, that's what I meant by 'in the extreme', though I would start at PayPal. I know from experience that AliExpress get pretty upset when PayPal get involved but hoped that there might be another way out of the predicament without involving another party.

sonearandyetsofa

Evri + AliExpress did something similar to me, twice in a row. Neither parcel was worth much (I buy lots of little craft bits for myself, so no great spend) but I did have a bit of a fight to get my money back the second time.

What I found worked was to provide proof in the form of 1. a screenshot of google maps showing the actual location of my house which I had circled in green, and a photo of the outside of it, on which I'd written "this is my house" and 2. a screenshot of the evri delivery proof showing the map with the delivery spot circled in red and the outside photo, on which I'd written "this is not my house and I don't know where it is".

It did, eventually, work for me. And now we have a new Evri driver who seems happy enough to at least deliver to my nearest neighbour, rather than someone 15 miles away who I don't know.

Tangiers

Thanks for the reply.

Unfortunately, there was no map with the delivery photo. Oddly, it was the only recent delivery that didn't have a map. Both AliExpress and Evri gave me the sterling advice to ask family members and check with my neighbours.

The missing item wasn't that expensive but that makes it a little more puzzling why they are so reluctant to refund me - if somebody was going to pull a scam, wouldn't they do so on something expensive.

prettyandfluffy

If you are insistent and point out that the contract with Evri is with AliExpress NOT you, Evri should be able to give them a precise GPS location for the delivery.  If it's reasonably close you may be able to recover the parcel yourself.  I had this experience with one of the delivery companies - DPD I think - and that is how I resolved it.

Tangiers

Thanks for the reply.

As mentioned, there doesn't seem to be a GPS location. All Evri have said is that they hope it won't happen again and the new driver says that the temporary driver got lost and dumped it in a woodshed about five or six miles away.

The problem is convincing AliExpress that the item was delivered to the wrong place when the tracking just says that it is delivered. I've sent them screenshots of my e-mails from Evri which AliExpress will not accept as evidence and Evri don't seem willing or able to communicate with AliExpress.

soolin

I am having a similar but not identical issue. My parcel from Ali was apparently delivered on Saturday but I don't have it, nor does my ring doorbell show any courier.

It is further complicated as I have no tracking and didn't get the usual half a dozen emails from both Ali and Evri asking how they did. I have opened a complaint which they closed in seconds saying tracking (which they can't supply) shows item delivered. I went back to them and they asked for proof, so I sent them a photo of my empty doorstep - and they came back and said courier confirms item was delivered. So I've just sent back another complaint asking for full tracking.

I'm only guessing this was Evri, I do sometimes get them via RM and I am sure I had a Yodel one once, but the last one was Evri so I'm assuming this was the same.

Then another potential issue today I've been told by Amazon that my large item has arrived and was posted through my letter box - this would have been a 2ft by 2ft size box. Their help says as it was a large item it has probably been automatically marked as delivered but will 'probably' arrive tomorrow- and that's the end of it, despite me paying an additional £1.99 to expediate it to same day delivery.

Tangiers

I feel for you. At least when Evri/Hermes had a Twitter account, one could go on there and vent directly at them for the world to see but it is hard work getting their attention and seemingly impossible to speak to a human being. I've had numerous e-mails from Evri in lieu of callbacks.

I also have cameras covering every angle to the outside of my house but they only serve to prove to myself that I'm not going mad. I was actually sat outside with my phone one day last week waiting to leap out in front of any white van which passed (not as dangerous as it sounds where I live, honest), and I got a notification that my parcel had been delivered. Fortunately, I knew where it was, about 200m away. The next time, I staked out the other address during the delivery slot - the occupant came home after about an hour and when I spoke to him, he told me that Evri had been a couple of hours earlier and that he had directed them to my house. I hadn't seen or heard them and there was nothing recorded by any of the cameras.

There really ought to be a dedicated ombudsman for delivery companies - all I have found so far is an Ofcom page saying that although they regulate the postal industry, they don't deal with complaints.

soolin

just an update on my Amazon parcel - it just arrived, several hours after it showed as delivered!

Aliexpress though are now ignoring my complaint about non delivery....Tangiers, I hope you get yours sorted.

soolin

Further update - Ali have refused my refund on basis that tracking shows delivered , but I have no tracking available. I have appealed *again*