Failed Evri delivery

arrallas

Can anyone explain what my rights are please? About a month ago, I bought a clock from Aliexpress. They kept me updated about where the parcel was until it was collected by Evri. It got to the local depot, was out for delivery, but then I was told that it was delayed and would be delivered the next day. That never happened. Evri say it is still pending and will inform me of the new delivery date. Aliexpress say contact Evri. Evri is uncontactable. I've emailed the CEO to no avail. Their chat bot or telephone robot keeps you in a permanent loop. It's clear that Evri has lost the package, but there seems to be no way out for me. Any advice gratefully accepted!

Aylesbury_Duck

Your contract is with Aliexpress, it's them that need to act.

Assuming you paid by card, speak to your card provider about options.

savergrant

Have you tried clicking on the item in your aliexpress history and selecting returns/refunds? It will ask have you received parcel? Not claimed a refund on a parcel not arrived myself but you could see what comes up. Tbh keep an eye on what Ali express does as they may auto confirm the delivery after 30 days. But apply to.them for a refund, they need to contact evri.

arrallas

savergrant said:

Have you tried clicking on the item in your aliexpress history and selecting returns/refunds? It will ask have you received parcel? Not claimed a refund on a parcel not arrived myself but you could see what comes up. Tbh keep an eye on what Ali express does as they may auto confirm the delivery after 30 days. But apply to.them for a refund, they need to contact evri.

Yes, I submitted all the evidence to Aliexpress and they said they had reviewed it and decided it was insufficient. I asked for an appeal and again they refused. They say it has been delivered, while Evri state clearly it hasn't!

cmthephoenix

arrallas said:

Can anyone explain what my rights are please? About a month ago, I bought a clock from Aliexpress. They kept me updated about where the parcel was until it was collected by Evri. It got to the local depot, was out for delivery, but then I was told that it was delayed and would be delivered the next day. That never happened. Evri say it is still pending and will inform me of the new delivery date. Aliexpress say contact Evri. Evri is uncontactable. I've emailed the CEO to no avail. Their chat bot or telephone robot keeps you in a permanent loop. It's clear that Evri has lost the package, but there seems to be no way out for me. Any advice gratefully accepted!

When you put your tracking number into the chatbot what exactly does it say?
I've just had one that looks like it has got lost with the local courier from evri and the chatbot has allowed me to escalate to a human that I'm now in email contact with.

arrallas

It says:

Update on your parcel

We're sorry, your parcel has been delayed. We're working to get it on its way on the next working day and We'll let you know once it's out for delivery