My complaint:
I want to raise a formal complaint. I want you to provide:
How to submit a complaint: No clear guidance on your website.
Expected response times
Escalation routes if the complaint isn’t resolved
Any alternative dispute resolution options
Parcel reference number H04GPA0021797242
The issue that I have experienced was: My parcel, which was due 7 days ago, was initially marked as “out for delivery,” but later I was informed there had been an issue delivering it. I attempted to resolve the issue through Evri’s chatbot, which only offers prewritten responses, preventing any meaningful interaction. I then received a generic email stating that my parcel would be delivered the following day and that I would be contacted before 11am if it was not. Despite this, no delivery occurred, no contact was made before 11am as promised, and my follow-up reply to the email received no response. To date, the parcel has still not been delivered, and I have been unable to reach a customer service representative.
This occurs every time I have a parcel with Evri; the same email, the same non-communication.
It occurred on: 09/04/2026
This meant that This situation has caused significant frustration and inconvenience. The parcel was intended as a gift, and the failure to deliver on time has disrupted my plans. The lack of meaningful communication and apparent reliance on automated responses has been aggravating, leaving me feeling ignored and misled.
I am requesting a full explanation of why the delivery failed and why the promised communication was not provided. Additionally, I am seeking appropriate compensation for the inconvenience, distress, and failure of service I have experienced. Finally, I request that my parcel be delivered without further delay. If the parcel does not arrive today, I shall be refusing delivery
Suggested solution:
I expect a written response on how to raise a complaint in future, what steps they have taken to resolve my grievances, and an explanation of what went wrong.
