Common Evri complaints and how to handle them

Evri (formerly Hermes) is one of the UK’s most widely used parcel delivery companies, handling millions of packages each year.

Even if you’ve never dealt with Evri directly, they act as the couriers for many UK retailers or independent sellers using platforms like Etsy.

Evri handles thousands of parcels efficiently every day. But, of course, there are times when things go wrong. What happens when your parcel goes missing, arrives damaged, or gets delivered to the wrong address?

Last month Evri was the most complained about company on Resolver. From missing parcels to damaged deliveries, in this article, we’ll look at the most common issues with Evri. As a consumer, you have clear rights when it comes to delivery problems – we break down how to complain most effectively.

Who is responsible: Evri or the retailer?

The most common confusion we see people caught in is the question of responsibility: if something goes wrong with a delivery do you complain to the courier or the retailer?

Under the Consumer Rights Act 2015, it is the seller’s responsibility to ensure that your parcel arrives safely and in good condition. If you purchased something online and it was sent via Evri, your contract is with the retailer, not the delivery company.

Even if Evri mishandles the parcel, you should contact the retailer first, not Evri. It’s the retailer’s job to chase the delivery company and sort out the issue.

However, to help speed up a resolution it doesn’t hurt to let the courier know that something had gone wrong – and that you are chasing it up with the retailer.

Missing or lost parcel

One of the most stressful situations we see people dealing with is when Evri says your parcel was delivered but you didn’t receive it. This can flummox anyone and may immediately seem difficult to complain about: after all, how you can provide proof that something is not where the delivery company says it is?

The first thing you should do in this situation is make sure you have checked for proof of delivery: Evri usually provides a photo or GPS coordinates. This will help you ascertain whether it has definitely gone to the correct address or if it was left with a neighbour.

It is also worth having a look around: especially if you are not at home, or were unable to answer the door, some drivers leave parcels in bins, porches, sheds, or with neighbours without clear notice.

Finally, if you can’t find the parcel, you must contact the seller and report it as missing as soon as possible. In your communications, politely remind them that if the parcel doesn’t arrive, you’re entitled to a replacement or full refund.

You’re protected under the Consumer Contracts Regulations, which require that goods are delivered within 30 days unless another timeframe was agreed upon. If they aren’t, you can cancel the order and get a refund.

Damaged goods

Sometimes, even when a parcel is successfully delivered, you may find that the goods have been damaged in transit. This is a very disappointing moment.

If your parcel arrives damaged you should immediately take photos of both the packaging and the item. Send this evidence along to the retailer so they are informed that this has happened – they are the ones responsible for replacing or refunding damaged items.

Remember, just as you do not have to accept the damaged item, you do not have to deal with Evri directly.

Delivered to the wrong address

If Evri delivers your parcel to the wrong address this is classed as a failed delivery, and you are not responsible for the loss. As the buyer, you are entitled to receive your order at the correct address you provided at checkout. (If you did not properly check the delivery address you provided when purchasing the item that is your mistake.)

If your package is delivered to the wrong address, contact the seller directly and request either a replacement item or a full refund.

It is also a good idea to let Evri know what has happened so that they are aware of the error. Evri may offer to “investigate” the situation, but this does not affect your legal rights: the outcome of Evri’s internal investigation is separate from your right to receive what you paid for.

Don’t let the seller push the issue onto Evri – your contract is with the seller, not the courier.

Delayed deliveries

Under the Consumer Contracts Regulations, goods must be delivered within 30 days unless another time period has psecifically been agreed upon. This means that if a delivery is significantly delayed, and you no longer want the item, you absolutely have the right to cancel the order and get a refund.

If you are ordering time-sensitive items like birthday gifts, do make sure to state your delivery deadline clearly when ordering. This will help you if you need to complain later on.

What about when you booked Evri directly?

If you used Evri to send a parcel yourself (not through a retailer), then you do have a direct contract with Evri. Your rights are now governed by Evri’s own terms and conditions, as well as general consumer protection laws.

If the parcel is lost, damaged or delivered to the wrong place, you’re entitled to compensation up to the insured value, unless it was on their list of prohibited or restricted items.

In order to get compensated you must file a claim on the Evri website within their time limits (typically 28 days).

Still having trouble?

Evri handles millions of parcels efficiently but when mistakes happen, it’s important to know where the responsibility lies. Remember: in most cases, your contract is with the retailer, and you have a legal right to receive what you paid for, in good condition, and on time.

If the retailer or Evri refuses to resolve your issue:

Raise a formal complaint via Resolver or their website.
If it isn’t resolved within 8 weeks, escalate to the RetailADR to get an independent investigation of your issue.

Tips to protect yourself

Always keep proof of purchase and delivery confirmation.
Take photos of items before posting.
If a parcel is expensive, choose signed-for or tracked services with appropriate insurance.
If a retailer refuses to help, escalate to the Ombudsman or use chargeback through your bank or credit card provider.

Don’t settle for poor service—know your rights and demand better.

If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk.