Evri complaint: £500 PACKAGE DELIVERED 3 WEEKS LATE, RETURNED BY RECIPIENT THEN LOST BY EVRI

Having been a satisfied Evri customer prior to this experience, I am now appalled by the gross incompetence of this company and then the complete absence of any meaningful customer service.

I sent my return recorded delivery on 30/04/24 and after a claimed attempted delivery on 03/05/24 (it was to a retail shop that is open during business hours), there was a 3 week gap in reattempting the delivery. I opened 4 separate complaint tickets via evri.com to which I received an automated response promising a follow up but no such follow up ever materialised, After numerous attempts I finally got through to a call centre in India who informed me the driver had gone on holiday. After much protest he finally contacted the driver who still had the package in his van and promised to deliver it the next day. The problem was it was now the end of May and the return window for the items had passed. The retailer therefore did not accept the package and returned to sender. I waited 10 days but had still not received the package and therefore opened another series of tickets on evri.com and finally got the following entirely unhelpful response:

I have conducted an extensive search and unfortunately, our tracking system is currently unable to locate your parcel. Due to the amount of time that has elapsed since we last received a tracking update, I must unfortunately deem this parcel unaccounted for.

Parcels go through several handling and transportation processes and on rare occasions this may happen. Please follow your own processes for parcels that are lost.

I demand immediate compensation for the £492 of goods that could not only not be returned due to the negligence of Evri, but then proceeded to be lost on the return journey.

Outrageously bad service.