Evri issues
like many using Royal Mail we looked elsewhere for parcel shipping. We choose Evri (yes yes! we heard all the horror stories). In fairness to Evri for 10p more its fully tracked compared to Royal Mail (once it leaves who knows where it is service). Yes, there are problems but still way less than Royal Mail.
some questions from those that have used them for some time?
How many items appear to reach the depot and then never move (resulting in A-Z claims)?
Have you ever spoken to a real person or even know how (2 hrs yesterday and still just bots or around in circle call system).?
2 identical orders, 2 different locations (neither are inner city nor in the middle of nowhere) yet Evri prices vary all the time, as much as £1.50 difference on orders.? ideas why?
Do you get an account manager if you have an Evri business account?
A bonus question for all: Should Amazon reimburse us for all ‘lost items’ if we use buy shipping through them?
33 replies
Seller_77IcbQKVGdZo0
I have been using Evri since August and up to last week only had one lost parcel (This was not an Amazon order though). I am now being hit with a few issues
For me I would say it is about 1 in 10 that are reaching the delivery depot and being hit with a delay. There is a long thread on twitter which suggests this is happening a lot.
For me it only started in the last week (since Black Friday) and I haven’t had any A-Z claims yet for these but I am expecting some
Impossible I think. You can only use the automated help on the website
There is a surcharge for certain parts of the UK such as parts of Scotland and Northern Ireland. This is normally around 40-50p if using Buy Shipping. Otherwise the charges are always the same for me. How are you buying through Buy Shipping or somewhere else.
I would like to know the answer to this and I will probably find out this week! I have had one A-Z for an item showing as delivered where the customer raised an A-Z and Amazon funded this.
Seller_lljyzgTxr5fgI
This has proven to be a massive issue for a lot of sellers here. Even before they changed to EVRI, there were always issues when Amazon added Hermes to the buy shipping option. Nobody could track parcels or get a response from a human if there was a problem. TBH, I cannot see how they are permitted to operate in the form that they do, because there is no method of speaking to a person at customer services.
Seller_8Wsckn3UoR095
We stopped using them this Spring/Summer as we trialled Yodel bought through Parcel2Go. We were buying Hermes/Evri on buy shipping so no cover… or impossible to claim.
I genuinely found this to be relatively high.
I did and they kept sending me to the bot…
No, you have to send an amount for one, even then, I found ours never came back to us lol.
We genuinely found Yodel to be better value, a day slower but we have no issues. P2G have a good claims system, live chat team and we have a hell of a lot less A-Zs & refunds on Yodel than we did with Evri
Seller_ZjZ4slOF0jHpk
I switched to using Parcel2Go for Evri & Yodel postage as you can get a human on chat. Just open the live chat, ignore the menu and type Live Chat.
I also have the CEO of Evri’s email if you want it. And note, that even though you get auto ‘this is not a monitored email address’ back from their customer support email - evrisupport@evri.com - they do actually reach someone. After emailing the CEO I started to get replies to my original emails (before I went to P2G) and even now, I’ve sent emails to that address and said I know you get these, read these, so reply please. And they did, eventually.
As to your main question - YES! - most definitely having problems with items that get a scan on collection then move no further. I’ve even had two resends do the same. I’ve pretty much given up monitoring it and waiting for the customer to contact me - none so far.
For me, it’s mostly the under 1kg postable size and Central Scotland. I’ve specifically asked if there is an issue here. Of course, no answer to that.
For parcels, they’ve been mostly great & cheaper. Just these damn LLs. Oh and the claims process with P2G is so slow, to the point of being useless. By the time they’ve ‘investigated’, you’ve had to refund/resend for the customer.
And I can’t use Yodel for most items as their list of prohibited items is like war & peace.
Seller_vIpv9uvBH6CFY
From personal experience, one address I always got them as expected and on time. Perfect service. From another address on a high street, they completely refused to acknowledge that address even existing. They would always dump it somewhere random. Once in a back alley, once at random gated complex down the road, once at an unknown “neighbour” about 5 minutes walk down the street. All these had GPS tracking points nowhere near my address and mystery photos of unknown walls and doorways,.
My address was clearly marked, and blatently right on the main high street between shops, which were also clearly numbered. It was clearly visible and correct on google maps. All other services had no problems finding it. However, not once did evri ring the doorbell. The tracking would just randomly update with a picture of an unknown location which I then had to hunt for.
I had 3 out of 3 parcels like this before I gave up. Filing complaints was impossible because evri would simply tell me it was ‘delivered with photo’, and they would never admit that the GPS showed a random location far away from the address. They even went so far as to ‘delete’ their GPS maps and photos on their website when I tried to claim. Only 1 out of 3 claims was successful despite me being very persistent.
Somebody on that street still has my lovely silver curtains and occasionally I walk by, looking for them in a window, lol.
Seller_ZjZ4slOF0jHpk
I did a quick tally -
- 5 open claims with P2G/Evri for lost items.
- A further 2 it won’t let me claim for yet (“Delay due to major event” or “your item is still tracking”) for items sent Next Day a week ago.
- And then a further 10 due today, but with no tracking since they were collected (2 of which are resends)
- And then another 4 with no tracking since collection and due in a day or two.
I stopped at that point.
If we ran our business the way they do… And it’s a dig at them all. From RM downwards - hearing horror stories there too.
Yet it’s us that gets it in the neck. And Amz won’t let you say anything about delivery on listings, so you get customers who don’t know that certain items can only go via RM. Or that, despite the INR, you chose Evri because the strike was on and even upgraded it to next day to be sure they got it quickly. All done in their best interest (you thought) and not just chosen at random and not “we should know how bad Evri are, etc.”. We know how bad they (nearly) all are. Either now or at times, or in certain areas.
Seller_AeSYBToQ271lM
I’ve been using a mixture of EVRi and Yodel. No real issues as of yet apart from one that did get lost but I got a refund back for the carriage cost of that. I’ve started paying the extra 28p on Parcel2Go for the delivery guarantee. It normally gives a week for delivery on that which whilst not ideal, generally I can manage to get people to wait a week especially with the fact theres a tracking id. A few times the item got delivered the day after and then I got the carriage cost back as well so bit of a winner on those!
Seller_ro1KUaMkicSuS
I used to use Evri/Hermes for almost a year before switching to Royal Mail. The main reason why I switched to Royal Mail was that Hermes could not offer me a business account even though I was eligible and the general lack of customer support. What really pushed it was when they rebranded to Evri and their website integrations were not available anymore. I also offer to my customers next-day delivery which with Evri is just like the standard delivery and rarely arrived the next day ( I always dropped the parcels at 12). I get quite a lot 24h Tracked service and Special delivery orders so it is much easier for me to use 1 carrier for all. Up until the recent strikes I had 0 issues with the RM and will continue to use them as there is no better alternative for small parcels at the moment.
Pros:
- Very easy to make a claim and never had it declined. I never bought through P2G, just on their website. They did lose more parcels than Royal Mail, but always granted the claims.
- Tracking for standard delivery
Cons: - Lack of customer service, only 1 collection a day from the collection points.
- Next Day delivery unreliable
- Poor integrations for sales channels
Don’t use P2G for Evri, just use their website as you don’t need to be a business to have an account. Their standard price included coverage up to £20 by default. Up to £50 value no signature is required(which costs extra) and they always payout, unless the item is on a prohibited list. They never questioned my invoices or the value of the parcels sent.
Seller_w8QGdiQ2qghal
I have to have collection for Evri as there is no local drop point. So I’m using a mix of both them and yodel, although yodel seem to take at least 3 days to pick up from the store.
My Evri driver was telling me earlier that, at least around here, DPD have stopped LOCAL as they are struggling to cope and need more drivers for the red vans.
Seller_K8edOfPu9HEmN
All I can say on the matter is when the RM strikes were announced we enquired at our nearest Evri/Hermes drop off shop (5 mins walk away) to be told that the collection driver collects when he feels like it and they’d 30 odd parcels in the store room sat that had been sat there for 3 or 4 of days, but then his colleague chipped in that some times they collect every day…The inconsistency of it all sort of put me off.
On another note if you get an account do they collect directly from the account holder?
