If you’re facing issues with your Evri parcel delivery, don’t worry. Here’s a step-by-step guide to help you resolve your complaint quickly and efficiently. Follow this guide to understand the Evri complaints procedure.
Step 1: Report the Problem
As soon as you notice an issue with your parcel, reach out to Evri. Here’s how:
- For Recipients: Use the chatbot or request a callback on Evri’s website.
- For Senders: Contact Evri through their phone support or by filling out their webform.
In some cases, recipients may be advised to contact the sender (e.g., retailer or seller) as they’re better equipped to arrange replacements or refunds. The sender can then claim compensation from Evri if needed.
Step 2: Investigation by Local Customer Service Team
Evri’s customer service team at your local depot will review your complaint. They’ll investigate what went wrong and provide updates on the situation.
Step 3: Receive an Outcome
Evri will communicate the results of their investigation by your preferred method—email or phone. They’ll explain what happens next and guide you through any necessary actions.
Common Parcel Complaints and How to Handle Them
Here’s how to deal with the most common issues when using Evri:
1. Parcel Marked as Delivered, But Not Received
- Use the Rate My Courier feature from your tracking page or delivery notification email.
- Rate the courier with 1 or 2 stars, select “I haven’t got my parcel,” and request a callback or email support.
- The local depot team will contact the courier and work to resolve the issue promptly.
2. Delayed Parcels
- Within 5 Days of Estimated Delivery: Use the website chatbot to contact Evri. They will investigate and provide an update.
- More Than 5 Days After Estimated Delivery: Contact the sender for assistance. They’re responsible for arranging replacements or refunds.
3. Damaged or Lost Parcels
If you’re the recipient, reach out to the sender. They can arrange a replacement or refund and handle compensation claims with Evri on your behalf.
4. Other Issues
For anything not listed above, describe your issue to Evri using their website chat. They’ll take it from there.
Important Note
Most complaints with Evri are resolved within three business days. Always keep a record of your tracking number and any communication for reference.
Additional Help
Still having trouble? Check out our detailed article on parcel issue resolution here. It provides more tips and advice on how to handle delivery problems effectively.
Handling “CUB01” Parcels Within the Evri Complaints Procedure
Evri also manages a significant number of parcels labeled as “CUB01.” These parcels are often unidentifiable due to missing or unclear sender information. If you have concerns about a “CUB01” parcel, the Evri complaints procedure applies:
- Track Your Parcel: Use the tracking number to monitor your parcel’s journey, even if it’s labeled as “CUB01.”
- Contact Customer Service: If you encounter delivery issues, Evri’s customer service team is equipped to assist with “CUB01” parcels. They can help clarify the sender details and resolve delivery concerns.
By following these steps, you can navigate issues with CUB01 parcels while adhering to the Evri complaints procedure. This ensures a streamlined resolution process tailored to your parcel’s unique circumstances.
By following these steps, you’ll have a clear path to resolving your delivery issues using the Evri complaints procedure.
Absolute crap company paid them £27 to deliver a parcel. never delivered it now they are sending it back to me
Extremely disappointed with EVRi and the lack of not delivering my parcel. Unfortunately my experience has left me not to recommend them or use them in the future.
Fraudulent activities occur at Evri. Couriers steal your parcel and provide fake pictures. Their investigation team is substandard. They should be reported to trading standards. I am in the process of taking them to local media and trading standards
You are unable to say what has happened to the parcel I sent. Tracking no.
H04FUS0010544077.
Never had problem on delivery from post office to this very full address.
Asked local post office to send 2nd class didn’t realize they had used evri until tracking. Why did they do that?
Destination:
Clare Allan
Knit for knowt
Southfield
Driffield
E. Yorks
YO25 9JF.
Hi Janet, this is a incorrect tracking number bringing up no results
I shall never use Evri again. They offer a next day delivery service if you pay extra – which I did. I needed the parcel to arrive fast for a very specific set of reasons. The parcel was delayed, and I got an automated message to let me know. The infuriating thing is that it seems impossible to speak to anyone human to answer – or resolve a query – or to request further information. If I were a business I wouldn’t risk my goods – or the goodwill with my customers using such a poor service.
By contrast, I have used Royal Mail with no problems for years, and always shall from now on. The staff are helpful, communicative, and the service is usually excellent.
Evri are absolutely the worst courier company.
They may have driven down prices but they dragged standards with it
All the problems with lost/missing.undelivered parcels I’ve have in the last few years have almost all been
to do with Evri.
Multiple ‘delivery attempts’ when I was at home and waiting at the time were obvious lies
The suggested procedures for assistance have proven to be a waste of time
Requested call backs ignored multiple times
No human involvement, just computer generated roundabouts professing to ‘care’ but do nothing useful
I even went to the main distribution centre in Avonmouth to chase a missing parcel out of frustration
I gave them ID, info, maps etc and was told they would chase it up and call me but nothing happened
so more lies
Why? is it laziness, incompetence, dishonesty poor quality staff or all of these things?
I always try to avoid any Evri involvement when I buy anything online and will happily pay a wee bit more to get
a company with professional standards and pride to deliver stuff not the shabby bunch at Herpes as I call them
Thank you for sharing your experience, for assistance in dealing with this matter, check out this link here
There is more information available including how to escalate higher up.
disgusting customer service.
I stupidly used Evri to send 2 parcels i was returning for goods i purchased for xmas, which didnt fit. Original tracking number from the blue slip was p8748316….which had 2 parcels on it coohha0534732849 and coohha0534732988.
A catalogue return of £65 and £220 worth of hunter and barbour wellies to another company.
the refunds didn’t land in my bank so i chased up the deliveries…said they were delivered to a local parcel shop,not delivered to the actual addresses on the parcels. i rang evri, actually spoke to a human!! Who said they would arrange for them to be returned to me so i could use Royal Mail instead.
Well they never returned them, they lost them but also kept telling me they are at parcel shop awaiting collection. I rang the parcel shops, the parcels aren’t there.
So i tried to claim on the insurance i had taken out, after many chatbot pre scripted convo’s….i couldn’t complete the claim form as it wouldn’t accept the tracking number and required a bar code which i could not provide. I have been trying regularly to speak to somebody to get this sorted i NEED the £260 for the lost items!!
The anger i have for these idiots is unreal….i have also emailed their CEO about 3 times and not received any reply. Every time i try to call them i cannot get through as it says it doesn’t recognise my tracking number, every time i start a chatbot enquiry i request a phone call which i NEVER get….always the same old we are looking into this, sorry your parcel is lost please start the claims process…. WHICH DOES NOT WORK!!!!
Honestly fuming….i am out of pocket for their mess up and nobody wants to help resolve it…i don’t know which way to turn.
I have just received a torn package with the item missing. It’s hard to imagine EVRI being worse than their previous incarnation, HERMES, but they always manage to live down to everybody’s expectations. I typically avoid sellers that state they use EVRI as it is simply pot luck if you’ll receive the item. I didn’t realise in this case, the order was from TikTok, I guess at the local depot it is just too much of a temptation. I sincerely hope I am able to get to the bottom of this and somebody somewhere is correctly charged with theft!
Evri have lost my parcel, have left chat messages and call back requests. Never get a call back, chat message then get email wait 7 days. Parcel is worth £270.
Complete crap customer service, should be live person chat/phone call. Will be seeking legal advice to get my money back.
Don’t ever use this company.
Re Parcel no. H001AA1427789291 :Can you please provide a picture of the item you said is damaged beyond repair.
Hi Carol,
There’s no need to see a picture of the damaged item, just go ahead and submit a claim, and it’ll be processed much quicker without unnecessary delays.
Damage beyond repair doesn’t always mean the parcel was damaged directly by #Evri Parcels can get caught in cages, fall under lorry wheels, or even be affected by unexpected factors like bad weather, warehouse pests, or birds getting into the facility. Things like rain, snow, and other external elements can also cause significant damage.
The quickest way forward is to proceed with the claim so the refund can be sorted as soon as possible. Let me know if you need any further help.
EVRI: I AM SICK OF ‘DUMP AND RUN’ DELIVERIES! I HAVE SPECIAL NOTES TO DELIVER TO MY DOOR ON THE FIRST FLOOR AS I HAVE A DISABILITY, BUT THIS IS ALWAYS IGNORED. I HAVE TO PAY SOMEONE TO SEARCH THE AREA AROUND MY BUILDING IN THE HOPE THAT MY PARCEL WILL BE FOUND BEFORE IT IS STOLEN! A PICTURE OF MY PARCEL NEXT TO SOME BRICKWORK IS NOT A DELIVERY. THE MANAGER AT THIS SHELTERED HOUSING COMPLEX DOES NOT ALLOW PARCELS TO BE DUMPED IN THE DOWNSTAIRS ENTRANCE TO THIS BUILDING WHERE ALL OF THE TENANTS ARE ELDERLY, SOME IN THEIR EIGHTIES OR DISABLED. YOUR DRIVERS KEEP IGNORING THE DOCUMENTED DISABLED NOTICE INSTRUCTIONS FOR DELIVERY TO MY DOOR ON THE 1ST FLOOR. IT IS ONLY A MATER OF TIME BEFORE PARCELS ARE STOLEN BY LOCAL DRUG ADICTS IN MY AREA; DO YOUR JOB PROPERLY. NO MORE DUMP AND RUN PLEASE! I
Dear Kim,
We’re very sorry to hear about the ongoing issues with your deliveries, especially given the clear instructions regarding your disability. This is completely unacceptable, and we take your concerns seriously.
To escalate this with Evri’s Delivery Management team, could you please provide your tracking number and postcode? This will allow us to locate your delivery and raise the matter urgently with them.
We understand that repeated failures to follow your delivery instructions are causing significant distress and inconvenience. Given the impact on your accessibility needs, this may also be a Trading Standards concern under the Equality Act 2010, which requires reasonable adjustments for disabled individuals. If this issue persists, you may wish to raise it with Trading Standards or the Equality Advisory Support Service (EASS) via Citizens Advice (www.citizensadvice.org.uk).
We appreciate your patience and look forward to resolving this for you as soon as possible.
Best regards.
H04G0C0003214763
Posted this parcel on 13 March 2025 to USA at my local post office, paid for priority delivery. There were no updates for a week. The parcel was clearly labelled, with full USA address. Then today it was delivered back to me. I paid £62.06, for it to be delivered to me. It’s taken a whole week to be sent back to me.
Please can I be refunded the full amount. ASAP as I now need to pay a more reliable firm to deliver.
ATTN CUSTOMER SERVICE MANAGER,
I HAVE JUST HAD YET ANOTHER ‘DUMP AND RUN’ DELIVERY TO THE ‘STEAL ME’ SPACE OUTSIDE OUR BUILDING. I NEED A SENIOR MANAGER TO CALL ME BACK AT 01865-****** TO DEAL WITH THIS SERIOUS COMPLAINT OVER NON-DELIVERY OF PARCELS. I HAVE LEFT EXPLICIT INSTRUCTIONS REGARDING MY DELIVERIES AS I AM SEVERELY DISABLED AND RELIANT ON A WHEELCHAIR. PARCELS MUST BE DELIVERED TO THE DOOR OF FLAT 7 ON THE 1ST FLOOR, BUT MY INSTRUCTIONS ARE IGNORED BY YOUR DRIVERS EVERY TIME. I DO NOT HAVE AN ‘OUTHOUSE’ AND ITEMS LEFT OUTSIDE ARE STOLEN.
I HAVE HAD SEVERAL DUMP AND RUN DELIVERIES IN A ROW AND THIS NUISANCE NOW THREATENS MY TENANCY AS PARCELS CANNOT BLOCK THE ENTRANCE IN THE WAY THE LAST ONE DID OR EVEN BE LEFT INSIDE THE FRONT DOOR FOR HEALTH AND SAFETY REASONS. SINCE I DO NOT HAVE AN ‘OUTHOUSE’ PARCELS LEFT OUTSIDE THE BUILDING WILL EASILY BE STOLEN. PARCELS HAVE ALREADY GONE MISSING, AND STILL NO ONE FROM EVRI HAS BOTHERED TO ADDRESS THIS ISSUE. ONE PARCEL WAS MY BIRTHDAY PRESENT TO MYSELF.: REPORTED AND AS YET UNRESOLVED INCIDENT 250320-008642.
THIS IS A SHELTERED HOUSING SCHEME WITH MANY TENANTS IN THEIR EIGHTIES AND/OR DISABLED. I AM DEEPLY EMBARRASSED WHEN AN 86 YEAR OLD LADY LUGS ONE OF MY PARCELS UP HERE TO MY FLAT AFTER IT IS DUMPED BY ONE OF THE EVRI DELIVERY DRIVERS: THAT IS DOWNRIGHT OBSCENE! EVRI DELIVERY DRIVERS NEED TO DO THEIR JOB AND DELIVER THE PARCEL TO THE FRONT DOOR OF MY FLAT NUMBER 7 ON THE 1ST FLOOR. THEY ARE NOT ALLOWED TO LEAVE ITEMS AT THE DOWNSTAIRS ENTRY DOOR OR OUTSIDE BLOCKING THE ENTRY.
IT IS IMPOSIBLE TO CONTACT EVRI BY PHONE OR EMAIL AND THE CHAT ROBOT DRIVES ME MAD GOING ROUND AND ROUND IN CIRCLES. SHAME ON EVRI FOR TREATING THE ELDERLY AND DISABLED WITH SUCH UTTER CONTEMPT,
YOURS IN DISGUST,
Kim Sanders-Fisher.
H03TJA0087083462
To say Evri are crooks and liars is an understatement! Ordered several items from AliExpress 8 packages in total, 7 came by Royal Mail all arrived on time, no issues. One coming by Evri, due 08/04/25, time changed on day, then told delivery following day? Contacted Evri, usual fobbing off, then confirmed lost, told to contact sender, which is a waste of time when tracking still states and today 23/04 ‘out for delivery’. Emailed CEO “Martijn.DeLange@Evri.com”, never replies. Appoints someone to ‘investigate’ assured on Saturday 19/04 that parcel lost, AliExpress made aware and I’d receive contact from them within 72HRS. Complete liar. Contacted AliExpress, no knowledge of problem, referred me to ‘out for delivery’, I have requested a refund myself.
Evri are thieves, liars and lack any accountability, its clear the cavalier attitude begins with the CEO. They lost my goods, I’ve paid for and are deceiving the seller with a blatant lie to avoid paying for their theft, stating ‘out for delivery’
Hi Mark,
Totally hear your frustration – and honestly, you’re not wrong. Everything you’ve described is sadly far too common with Evri lately.
Just to clear one thing up straight away – the CEO email for Martijn De Lange (Martijn.DeLange@Evri.com) is basically smoke and mirrors. It doesn’t go to him directly. It just dumps into their general customer service pool like every other support message. So, while it sounds like you’re escalating it to the top, in reality it’s just going through the same old cycle with zero accountability. You’re absolutely right to call it out – it’s misleading at best.
Now, looking at your tracking updates and what’s followed, it’s clear that something’s gone wrong internally. They’ve confirmed the parcel was lost, but left the tracking as “out for delivery” to make it harder for both you and the seller to push for compensation. That trick where they delay updates or avoid officially marking it as lost is a dirty move – it pushes the burden back onto the customer, every time.
Here’s what we suggest from here:
1. File a formal dispute with AliExpress
Don’t wait for Evri or some pretend “investigator” to get back to you. Open a refund request and upload everything – tracking screenshots, your emails, and that timeline you’ve already listed. Make it crystal clear that Evri admitted loss but haven’t updated the system to reflect it. That should carry weight with AliExpress when they see the mismatch.
2. Use EveryParcel.co.uk’s Evri support guide
We’ve put together a no-nonsense resource explaining exactly how Evri tracking works (or doesn’t), how to decode it, and what to do when things go wrong. It also covers next steps like claiming back through your bank or PayPal if the seller doesn’t play ball. You can find it here:
https://everyparcel.co.uk/evri-tracking-guide
3. Log everything
Keep hold of all the back and forth – dates, responses (or lack of), what was said and when. If you end up going through chargeback or complaint routes, that’ll back you up properly.
We wish we could say your situation was rare – but honestly, that’s why EveryParcel.co.uk exists. We’re not Evri, and we don’t work for them, but we’re here to help people make sense of this mess and fight back when the usual routes just fob you off.
If you’ve got more deliveries coming or want tools to help track better, avoid the worst couriers, or even make complaints easier, check us out at https://everyparcel.co.uk.
Appreciate you taking the time to lay it all out. You’re absolutely not alone in this.
Cheers,
The EveryParcel Support Team