Over the past few months, Evri has been topping the complaint charts, outpacing rivals like DPD and Royal Mail for issues like lost, damaged, mis-delivered, or undelivered parcels.
While consumers technically have rights when it comes to deliveries (you can read more on that here), the sheer number of complaints — and the fact that so many people struggle to get any resolution — exposes serious flaws in how Evri handles problems.
After putting out a Call for Stories, we were inundated with nearly 200 responses. What we received was a flood of shocking, sometimes surreal accounts of delivery disasters many unresolved, and some truly unbelievable.
From parcels left in bins on collection day to stolen MacBooks and fake delivery photos, these are the first-hand stories behind Evri’s mounting reputation for chaos.
Mis-delivered
The most common complaint? Parcels dumped in all the wrong places and never seen again.
Ian writes:
Every parcel Evri delivers to me is left by a communal gate near a main road, where they always get taken! Evri never sorts the issue, and nothing gets replaced or refunded. I now avoid ordering from any company that uses Evri: they’re losing my business.
Things went from bad to worse for Sharmila, when Evri left a package in the bin… on bin day!
Last year, I ordered a piece of clothing from eBay that I’d been trying to find for ages. I was really excited to finally get it but, after receiving a notification that it had been delivered, it was nowhere to be found. When I tracked the delivery, I discovered it had been left in my rubbish bin — on bin day. By the time I checked, the rubbish had already been collected. My parcel had gone straight into the back of a rubbish truck!
In her village, Tina says it’s almost guaranteed that your package will be left somewhere else:
I live in a village in the Peak District where most properties have names rather than numbers. Because of that, I’ve had multiple parcels delivered to the wrong address. We live on a farm, and there are several other properties nearby with similar names – many of them include the word “Manifold.” That seems to confuse delivery drivers, who often just spot “Manifold” and leave the parcel at the first house they come to.
On one occasion, my IKEA furniture was left at the home of an elderly couple in the village. The driver had apparently honked the horn, but when no one came out (because they were still in bed) he just left it there. I had to borrow a van and go pick it up myself.
We even have a village WhatsApp group where, every week, someone asks if anyone’s received a parcel that’s been marked as “delivered,” but hasn’t actually turned up. As a village, we’re completely fed up with how careless some of these drivers are.
At this point, whenever I have something delivered, I just assume it won’t actually make it to us.
Fake photos
The idea of the driver sending a photo of the package where it’s been delivered is good in theory: as evidence that it has indeed been delivered and showing precisely where. However, in practice Evri’s “photo proof” system often does the opposite. There is so little accountability for ensuring that the photos are actually providing proof of delivery – as they can be of literally anywhere!
Dale writes:
I had a parcel that was supposedly delivered but the photo supplied showed it sitting on a grass verge. Oddly enough, there is no grass anywhere on the industrial estate where it should have been delivered to!
I raised the issue through eBay, but they decided the parcel was safely delivered and closed the case.
For Philip, the fake photos were clearly covering something up:
Over the past few months, Evri has effectively stolen over £200 worth of parcels that were meant to be delivered to my home. At first they would take a photo of them holding a parcel outside my front door – except those parcels would never be seen again. Then they started leaving them at random houses along the road. Next, they took a picture of a parcel that wasn’t even mine outside a green door – no one on our street has a green door! The most recent parcel? The tracking photo showed it sitting in what looked like an office. I have no idea where it ended up.
Out of desperation, I went to the local depot to try and sort it out in person. Instead, I was sworn at, verbally abused, and eventually told to “f*** off” and leave the premises. The entire experience has been appalling. Not only have I lost money, but I’ve been treated with complete disrespect while just trying to recover items I paid for.
Some customers have even resorted to making their own deliveries. Andrew said:
I was delivered someone else’s parcel — addressed to a completely different person about a mile away from me. I tried to report the issue, but none of the phone numbers I called ever connected me to an actual person. So I sent an email instead, hoping for some sort of response. Nothing. In the end, I gave up waiting and just delivered it myself using Google Maps.
Damaged
Even when things are delivered, they can arrive damaged.
Rita was truly shocked by the condition of her item when it was delivered to her:
My parcel, containing a canvas shopping bag, was delivered but arrived completely soaked — as if left out in heavy downpour! It was so wet it took three days to dry out! I reported it several times to Evri but only received irrelevant email replies. After numerous messages, including one to the company director, I was finally given £20 in compensation.
Mags sold items on eBay that arrived to her buyer ripped open and resealed:
Some items were missing, clearly damaged in transit. After many messages with Evri, they told me to go through eBay, but eBay has no option for “damage in transit,” only for non-delivery. With no help from Evri, I had to refund the buyer myself.
Kim sent a mirror that Evri destroyed but refused to compensate because “it wasn’t covered under their compensation policy.”
And Paul never even saw proof that his “damaged in transit” parcel existed before it was supposedly destroyed:
They provided no photographic evidence, didn’t return my parcel, and offered no compensation!
Late
For Peter, Evri’s problem isn’t loss: it’s lateness.
Of 17 deliveries between February and October 2025, 15 were delayed. Three were marked as ‘lost’ but eventually showed up 10–13 days late. Altogether, 96 days of delay in total!
Never delivered at all
Some parcels simply vanish.
Simon told us about the time that Evri somehow managed to lose his enormous parcel:
I ordered an oversized bed/sofa cushion from abroad on August 27, 2025. It entered the country on September 6th and Evri picked it up on the 7th and passed it to a subcontractor on the 9th… On September 10th, Evri informed me via chat that the parcel had been “misplaced”: how you misplace a 2 metre long cushion is a feat in itself!
The following day I was updated by a customer support agent that it had now been found and was on its way to me. I waited patiently before contacting Evri on the 16th to then be told on the 17th that it was on its way back to the seller. This without an SINGLE attempt at delivery!
Since then I just get the generic answer from Evri ‘they’re sorry but it’s on its way back and cannot be diverted’. Given that it’s in their network and still their responsibility I find that hard to believe. What’s worse is in all my correspondence with them I’ve never been given a reason why delivery was not attempted and who exactly is to blame. I am over a hundred pounds out of pocket, over a month after my order with no sight of a solution as the seller wants the original back before resending or replacing.
Many people who contacted us had packages lost when sent internationally.
Chris’ package got lost in the system in the USA:
I sent a parcel via Evri to Orlando, Florida. Everything was properly labelled and tracked. But the delivery failed, and the parcel ended up sitting in a warehouse for six weeks with no movement. When I started chasing it up, the tracking suddenly updated—my parcel had apparently moved from Orlando to the Bronx in New York City… and then disappeared for good.
I never got a proper response from Evri. Even when I tried Resolver, all I received was a generic message saying they’d “investigate.” Nothing ever came of it. The parcel was never found.
Sina’s package to Jordan disappeared without a trace:
A few months ago, I sent a parcel to my family in Jordan. It included gifts I’d carefully chosen and paid for in full. I made sure everything was correctly addressed, with all the sender and receiver details clearly written. But it never arrived. And to this day, no one—not Evri, not the international carriers—can tell me where it went. I’ve searched tracking websites, sent emails, and tried contacting customer service, but I’ve had no luck.
It’s frustrating, disappointing, and honestly, quite hurtful. I trusted a well-known delivery company with something that really mattered to me. My family never received the gifts I sent them, and I never got a proper explanation. Just writing about it now brings back that awful feeling of being completely let down.
Anna’s failed delivery to Norway led them to a customer service dead end:
I sent a parcel to Norway through a Post Office drop-off point without realising it would be handled by Evri. Unfortunately, the parcel was never delivered. When I tried to contact customer service by phone, I was met with an automated system that kept asking me to say the parcel reference number aloud. But since it was an international shipment, the system didn’t recognise the code – and there was no way to get through to a real person or choose another option!
I emailed their customer service several times but didn’t even receive an automatic reply. Nothing. Eventually, I found Resolver and followed their process, which at least got me a response. Evri confirmed the parcel had been lost. Thankfully, I was able to provide receipts for the contents and receive some compensation but it was a long, frustrating process just to get any kind of accountability.
Driver lottery
Something that came up many times was the feeling that it is a driver lottery.
People like James felt that while their regular driver did a good job, someone covering their route would take less care:
Evri is utterly useless. Every time our regular delivery driver is off, it’s almost guaranteed that our parcels won’t arrive. I actually spoke to one of their drivers, who admitted that theft within the company is common especially when drivers take on too many parcels while covering someone else’s route. According to him, it’s not unusual for parcels to be dumped in fields or marked as “address inaccessible” just to get rid of the workload.
I’ve had parcels show up with the ends cut open, as if someone had checked to see whether the contents were worth stealing. And trying to speak to a real person at Evri? Completely impossible. Their entire system is run by bots, and every attempt to get help, whether through their site or even via Resolver, just led to automated responses. One of my parcels was supposedly “lost” at the depot, but no reason was ever given, and I never got it back. Honestly, I wish Evri would just fold and disappear from the UK delivery system altogether. It’s a horrendous, greedy company that treats its customers and their parcels with absolute contempt.
Greig also found that compared to other couriers, Evri drivers seem particularly careless:
We have been experiencing ongoing and unresolved issues with Evri deliveries to our address. The current delivery driver refuses to deliver parcels to our property, stating they do not wish to drive down the track leading to our house. As a result, parcels are repeatedly left at the depot in Dundee and never make it to us. This has caused significant inconvenience and financial loss, as we have been left out of pocket for items that are marked as undeliverable or returned to sender despite us being fully accessible.
It’s been incredibly frustrating not to mention costly. We’ve lost money on items marked as “undeliverable” or returned to the sender, even though our property is fully accessible. We have had no issues whatsoever with other delivery companies, including Royal Mail, DPD, and Amazon, all of whom deliver to our address without any difficulty. Previously, when Evri’s former driver covered our area, deliveries were made promptly and without issue. The problems only began when a new driver took over the route. Since then, not a single parcel has been successfully delivered.
Stolen in transit
Perhaps the most outrageous stories we heard were those in which it was a clear case of theft.
Chris describes how:
I sent a birthday card with £50 in cash inside, sealed in a padded envelope, and paid extra for next day delivery. The shop manager physically handed it over to the Evri driver during collection—so there was no chance it got lost before pick-up. But it never arrived. Trying to contact Evri was impossible. No real person to speak to, no meaningful updates, and no resolution. The £50 is still missing, and I’m absolutely furious!
The same thing happened to Rachel:
I sold an item on Vinted and sent it via Evri. When the parcel arrived, the buyer received an empty bag. Photos were provided which clearly showed the package had been sliced open. I had carefully sealed the bag with gaffer tape, leaving no loose edges that could get caught in sorting machinery so it was obvious this was theft.
Vinted refunded the buyer but told me my packaging didn’t comply with their terms, so they wouldn’t refund me. I sent them pictures and explained that the issue wasn’t packaging, but theft – but they wouldn’t budge. I then tried to contact Evri. After hours of trying to figure out how to do this I found a claim form and filled it in. Evri replied saying they were investigating—but all that really meant was they emailed the buyer and then told me the parcel couldn’t be located and to put in a claim.
To this day, I still haven’t figured out how to properly submit a claim on Evri’s website, and I’m still out of pocket. I don’t want to use either Vinted or Evri again. Sadly, I also got no response from Evri through Resolver. It’s been a frustrating experience from start to finish.
The fact that things regularly get stolen is worrying – as many people use Evri to send expensive items. Among some of the most costly cases of theft was Darren’s Armani watch:
I sold an Armani watch on eBay, and Evri was the courier delivering it to the buyer. But when the parcel arrived, the watch was not in the original box! it had clearly been stolen and then re-wrapped. I started a claim back in March 2025, involving eBay, Evri, and Resolver, but despite all that, nothing was ever resolved. I’m really disappointed with the entire process and the lack of accountability. It’s been frustrating and upsetting.
And Jarrad’s MacBook Pro:
I sold my MacBook Pro on eBay and used Evri to deliver it, making sure to insure the parcel for its full value. But when the buyer received the package, it was just an empty box: the contents had clearly been stolen during transit!
Since then, I’ve called Evri multiple times, but I can’t get past their automated system. It just keeps saying the parcel was delivered, with no further help. I’ve also tried their web chat several times, but the bot refuses to acknowledge that I’m the sender, not the receiver, and keeps insisting the parcel was delivered.
I’ve emailed their customer service and complaints team several times, clearly explaining that I’m the sender, yet I only get automated replies apologizing that the parcel wasn’t delivered to me and saying they’ll contact the seller completely ignoring that I am the seller.
Evri is impossible to reach, and there’s no way to talk to a real person. It’s been a frustrating and hopeless experience.
Not only are items being stolen, but more than a few people had stories where the item was replaced with something else, presumably to confuse the system. This happened to Daniel, who received a pack of blister plasters instead of a games console:
I ordered a handheld games console from AliExpress for around £35. The parcel arrived on 23rd September 2025, but instead of the console, all it contained was a pack of Scholl blister plasters!
Evri’s tracking claimed it was delivered through my letterbox, but the actual item was missing. I immediately raised the issue with Evri, via their chatbot, Ezra, flagging the item as missing and asking for confirmation of the parcel’s weight at each stage of delivery. I needed to know whether the package had been tampered with in transit, or if the wrong item had been sent in the first place. Despite being promised contact within 24 hours, I received no response.
I chased again a few days later, this time explicitly asking for someone to contact me urgently. Still nothing. After making another request for weight documentation – as the sender required proof – I opened a dispute with AliExpress for “Missing/wrong item(s), empty package”. They rejected my claim and closed my request without resolution. Evri acknowledged my enquiries through their automated system but never actually contacted me by phone or email as promised. AliExpress closed my case and suggested I resubmit with different documentation. Over two weeks later, I remain £35 out of pocket with no refund, no item, and no meaningful response from either company. Both have effectively ignored my legitimate complaint.
While it may be difficult to prove, more than one person actually caught an Evri theft on camera.
Omar writes:
On 30 August, I received two parcels from Royal Mail which they left outside my flat. Later, an Evri driver delivered post to floors 7 and 9. On his way back, he stole one of my parcels. I live on the 5th floor. I checked the CCTV with the council, and they confirmed they saw the driver take my parcel. My neighbour also saw the Evri driver standing next to my parcel before it disappeared. It’s really upsetting to know my parcel was stolen right in front of others.
Julakha also caught a driver in the act:
I had a parcel lost by Evri – either misplaced or stolen by their driver. I have clear Ring doorbell footage showing the driver walking away with the parcel because it couldn’t fit through my letterbox, even though their tracking said it was “left in letterbox.” This happened back in June, and I’m still in discussions with Evri through Resolver. They are deliberately unreachable and keep telling me to contact the seller, refusing to take any responsibility for their driver’s actions. I’ve even sent them the doorbell footage as proof, but they’re still denying any wrongdoing.
Seller issues
Buyers can often get help from the company they ordered from, their banks, or the Buyer Protection offered by platforms like eBay and Vinted. However, for people selling items, there is often very little in the way of support. This leaves them open to covering the costs of lost or late packages, or with loads of additional admin and negative reviews from customers.
Sammy writes:
I sold my old iPhone on eBay and sent it via the buyer’s prepaid postage method with Evri as carrier. Evri then lost the parcel in transit. The buyer was fully protected: the money they had paid to me was reclaimed and refunded. I, on the other hand, had no resolution from Evri other than a very small inadequate amount of compensation. Overall a very frustrating and time consuming experience with me being over £100 out of pocket with no means to escalate.
Nigel’s incurred huge costs from a seller claiming failed delivery:
I sent a return parcel to Hong Kong via Evri, tracked from pickup through the Netherlands to Hong Kong, where it arrived in early September but has been stuck in customs ever since. Now the customer is charging me £229 for failed delivery. Evri is impossible to reach—automated phone lines never connect to a human. I’m out of pocket with no real help from Evri.
Hussein has had a flurry of negative reviews due to Evri’s failure to deliver the goods he was selling:
I sell on Amazon, and on August 7th I dispatched over 30 parcels at an Evri drop-off store. Later, I discovered that 10 of those parcels had gone missing. There was no real customer service agent to speak to, only an online chat that kept repeating they were “still looking for the parcels.” After several follow-ups, I received refunds for just two parcels, and all my other claims were ignored. Meanwhile, I had to personally refund all my customers. Many of them left abusive messages and negative reviews, all due to Evri’s negligence.
Suzi couldn’t believe how a simple package collection turned into such a complex issue:
A while ago I booked an Evri courier to collect a parcel on a Saturday. Arriving at work on the Monday, to my surprise, the parcel had not been collected. After contacting Evri, they promised collection on Tuesday, but despite repeated assurances, it never happened. Despite numerous messages and reassurances that the parcel would be picked up, by Saturday I gave up and sent via Royal Mail (with a lot of grovelling to the customer who was waiting for the package!). In the following weeks my attempts to get a refund from Evri were useless – they claimed my parcel was lost in their system and even said it would be delivered to the customer the next day, which was impossible since it was never collected! No refund was given. I won’t use Evri again. Royal Mail may cost more but is far more reliable, and you can actually speak to someone. Evri’s customer service is the worst I’ve ever experienced.
Customer service nightmares
With millions of deliveries to make every single day, there will always be problems that arise. It seemed that the biggest issue people had with Evri was their customer service. Most people struggled to speak to a person, with the chatbot making errors or ignoring their issue.
People like Adam interpreted the impossibility of getting a simple response, let alone a proper investigation from Evri’s customer service, as deliberate, designed to stop you chasing them up:
I ordered a Ring doorbell from an Amazon shop that needed returning. I sent it back via Evri but the shop didn’t receive it. I informed Evri via their chat. Evri didn’t inform me it wasn’t delivered, it was just left as an open case on the system. I chased and chased for weeks. The system said “we’ve got it”, so it had gone from the shop I dropped it off at to their depot. While it went missing while in their care they have done nothing.
The Ring doorbell went missing at their depot, but there’s no way to get hold of the depot. Their head office is just the customer service number. When I rang customer services they didn’t recognise the tracking code and cut me off. The chat asked for proof and I provided all of it but still didn’t get a proper response. As time has gone on, Evri just keep changing their story: “it’s lost”, “it’s damaged”, “it’s lost”, “we’ll get back to you within 24 hrs”, “we’ll get back to you within 72 hrs”.
Then they rang but left a voicemail saying it is missing. Then they rang and were silent on the phone. They would email completely different stories. It’s all meant to wear you down so you give up. I sent a recorded delivery letter, they just ignored it. Now I have to pay a fortune to take them to court to get my money back but more important is the depot is not secure and the way they mislead you with tactics. What a terrible dishonest company they are… I will never use them again.
As well as Evri’s own customer service, many people experienced poor customer care from the company they order from. When neither courier nor company will take responsibility, it leaves people without their order and out of pocket.
Diane found ASOS were as bad as Evri when it came to helping her sort her problem:
My local Evri courier collected my ASOS returns parcel and gave me a receipt card — I thought, great service! But later I discovered the receipt details were incorrect. When the same driver returned with another delivery, I asked him to check on my return. He took the receipt and I never heard from him again.
When I contacted Evri customer service, they told me to speak to ASOS. ASOS then said it was Evri’s issue — I was bounced back and forth with no help from either side. I even emailed Evri’s top management, but still got nowhere.
I was £65 out of pocket until I went to my bank, HSBC, and explained the situation. They treated it as a fraudulent transaction and recalled the payment — suddenly, the missing parcel was found!
Neither Evri nor ASOS has apologised for the months of stress and frustration. It’s truly shameful customer service.
When it comes to Vinted, there are loopholes that leave buyers and sellers out of pocket when packages go missing.
Sarah experienced this first hand when her package was not at the drop off point:
I purchased an item from Vinted to be delivered to a local store. When I went to collect it, the store said it had already been picked up. I disputed this, but because the transaction was between EVRI and Vinted I was unable to gain any information. As far as Vinted were concerned, it was marked as delivered, and so I was not eligible for a refund. I could not ask for a proof of delivery or proof of address on where it was delivered. The store manager said this happens frequently.
The way Evri drag their feet when it comes to providing evidence requested by the retailer, leave consumers in an impossible position and unable to exercise their consumer rights.
When his AliExpress package went missing from the drop off shop, Paul challenged Evri:
After I got nowhere, I raised my issue with AliExpress who said if I got a certificate to say non delivery of parcel, they would refund. But, Evri just didn’t respond to this request, instead they referred me back to AliExpress… around and around in circles I went! The kicker is that AliExpress use the Evri system which shows the delivery status as delivered, so without the certificate of non delivery, I have no way of getting my refund.
As well as not providing the evidence customers need to get refunds from the retailer, Evri’s complaints process can see people unfairly penalised when the issue is not their fault.
Alex told us how:
Evri confirmed in writing that my parcel was lost in their network and accepted responsibility. However, they rejected my compensation claim, focusing only on the fact the parcel was wrapped in brown paper! They ignored that it was securely sealed on all sides with heavy-duty tape, carefully packed to withstand transport through a courier network. The way this has been handled has left me significantly out of pocket, and frankly, incredibly frustrated. I have lost over £160 worth of goods and postage!
There are other ways to get a refund. If you paid with a credit card, you can get a refund via your bank. This is how a number of people, including Julakha, eventually got a refund:
An Evri driver stole my parcel and others from neighbours, using the same photo to falsely show delivery miles away. When I raised the issue with Evri they said that there was nothing they could do and I needed to contact the seller for a refund, however the seller would not issue a refund because the evidence showed the parcel as delivered. Evri wouldn’t communicate with the seller on my behalf. After reaching out to the Evri CEO, they promised to contact the seller, but the seller still refused. After months of back-and-forth, I had to get legal advice and ultimately contacted my bank, which secured my refund. The entire process took six months.
We even heard from someone who had gone to Small Claims Court!
Gerard writes:
After unsuccessful attempts to resolve the issue through Resolver, I took the case to Small Claims Court. Following mediation, Evri finally paid the compensation owed. Although I had to cover court fees, I consider it a moral victory.
A delivery system that’s broken
From stolen parcels and fake photos to unreachable customer service, these stories paint a picture of a courier in crisis. Evri may claim that millions of deliveries go right, but for thousands of customers, the failures are devastating and the lack of accountability is worse.
Behind every “lost” parcel is someone out of pocket, out of patience, and out of options. Consumers shouldn’t have to chase refunds for months, drive to depots, or resort to court just to get what they paid for.
As one reader put it:
“It’s not just that Evri lose things — it’s that they make you feel like you’re the problem for asking where they went.”
Until Evri faces real consequences and proper regulation forces transparency, customers will keep paying the price in money, in time, and in trust.
With Resolver Stories you can read real experiences of people fighting for fairness and share your own. Whether you scored a big win or are stuck in an absurd or never-ending nightmare, we want to hear from you!