My complaint:
Dear Mr. De Lange,
I am writing to you directly because my repeated attempts to resolve an ongoing issue through your standard customer support channels have completely failed.
I have been trying, unsuccessfully, to get answers regarding my missing parcel (EVR66349662, case 3847630), which contains a high-value ZWO AM5N telescope mount worth approximately £2,200, sent for manufacturer repairs.
Despite my best efforts, EVRI has:
1. Failed to provide accurate or consistent information about its location.
2. Failed to handle my complaint transparently or escalate it appropriately.
After a couple of chat sessions lasting over an hour each because manned with skeleton crews, across multiple dates, including 01/09/2025 and 06/09/2025, I have been:
1. Misled and Left in the Dark
2. I was repeatedly assured that cases and complaints had been raised — only to later discover they had not been properly actioned.
3. I was promised updates by email that never arrived.
4. I was forced to chase your team, rather than been supported.
There is no effective way to speak to a competent person within EVRI who can take ownership of my case.
I was told there is no call centre, and supervisors are only reachable via internal chat transfers — yet they provide no accountability, and no direct contact routes.
The result is that I am left completely in the dark regarding the whereabouts of my expensive equipment.
As far as I can tell, EVRI’s current process of “escalating” chats to supervisors is meaningless if it leads to no substantive action, no tracking, and no proactive communication.
This Is Unacceptable
EVRI has failed to deliver on its most basic obligations:
1. Deliver my parcel or return it.
2. Provide accurate tracking information.
3. Communicate openly and transparently.
I have now lost confidence in EVRI’s ability to resolve this matter through standard channels, which is why I am escalating this directly to your office.
I am requesting immediate intervention from your executive team to:
1. Assign a dedicated case manager with direct contact details who will personally oversee my case.
2. Locate my parcel and its status — where it is, who has it, and when it will be delivered.
3. Explain why I have been misled and why no proactive updates were provided.
4. Guarantee resolution within 7 days.
This situation has caused significant distress and inconvenience, and EVRI’s lack of transparency has been unacceptable. I now expect direct accountability from your executive office.
I request your urgent response.
Sincerely,
Pedro
Suggested solution:
I am requesting immediate intervention from the Executive Team to:
1. Assign a dedicated case manager with direct contact details who will personally oversee my case.
2. Locate my parcel and its status — where it is, who has it, and when it will be delivered.
3. Explain why I have been misled and why no proactive updates were provided.
4. Guarantee resolution within 7 days.
This situation has caused significant distress and inconvenience, and EVRI’s lack of transparency has been unacceptable. I now expect direct accountability from your executive office.
I request your urgent response.
Sincerely,
Pedro
