My complaint:
I sent a return parcel to the company AquaTropicSwim a month and a half ago. I generated the return through their returns partner Salesupply. The return label for Evri was generated through the online portal for Salesupply, however I had to pay the balance for posting. When I dropped my parcel off at the Evri parcelshop, I received a ation email with the tracking number. When I click the tracking code it says ‘On it’s way back to the retailor. Please contact your retailor for any further ation’. I have indeed contacted the retailor who have ed they still haven’t received it over a month later. They have told me that they’ve started an investigation with Evri, however they are yet to hear back. I have tried to take matters into my own hands and follow it up with Evri directly, however I have got nowhere. I have tried the following:
1. Used the chatbot- it tells me they can see my parcel has been delayed, but since it’s been more than 5 days I should contact my retailor to ask about a replacement. It tells me they will get back to me once they have more information- of course they have not.
2. Phoned the customer helpline- it is all automated so it first asked me for the last 8 digits of my parcel reference. When I put in the last 8 digits of my tracking code it says it can’t find my parcel. There is no option to speak to an advisor.
3. I tried to start an investigation through the website however it asks me for my EVR reference (apparently it can be found on the ation email). I do not have this as the only number I have received is the tracking code. I assume this is to do with the fact that it was Salesupply who generated the return label. I have asked AquaTropicSwim if they can provide a reference code but apparantly they do not have it either. I tried putting in the tracking number anyway, but it couldn’t recognise my parcel.
4. Sent emails to two email addresses asking for help: returnssuport@evri.com and customersolutions@evri.com. I haven’t received a response from either.
I have run out of ideas as to how to resolve this. I have been in contact with the retailor numerous time and they keep saying they will get back to me as soon as they hear from Evri, but this is looking less and less likely. I would have given up by now if the parcel wasn’t worth nearly £100.
Suggested solution:
I want a response from Evri and compensation should the parcel be lost.
