Evri complaint: Non-receipt of 2 ‘light large’ deliveries in the past 4-weeks

Below is the content of an email which I have sent to Evri’s CEO in desperation.

Dear Mr DeLange

I write this email to you in absolute frustration at the service (or lack of) which I have received from your ‘Large Light’ delivery service on 2 separate occasions over the past month – I provide an overview of the issues below:

Tracking reference T00CSA0039631959:
Timeline of Events:
Thurs 28 March: Received email from Evri to advise me that they had received my parcel from La Redoute and would let me know when it was out for delivery;
Fri 29 March: Tracking information updated with advice
Update on your parcel
We’re sorry, your parcel has been delayed. We’re working to get it on its way on the next working day and We’ll let you know once it’s out for delivery

Please note that the above notification remains visible if I track this parcel despite it being returned to La Redoute by Evri without any attempt being made to deliver it to me.

The above coincided with Easter and I wait hoping that my parcel will be delivered after Easter – nothing arrives – I contact Evri via robot phone and provide all details to enable further investigation.
Fri 5 April: I receive an email from La Redoute that my item has been returned to them and they have sent me a refund.
Sat 6 April: Email 1 received from ‘Hermes Customer Services’ – Claim 240404-013039 – a lady called ‘Claire’ advises me that there has been no movement on my parcel since 29 March and they are investigating;
Sun 7 April: Email 2 received from ‘Hermes Customer Services’ to advise me that there has still been no movement on my package and they continue to investigate;
Tues 9 April: Email 3 received from ‘Hermes Customer Services’ to advise me that my parcel has been ‘lost in the system’.

I had already placed another replacement order with La Redoute for the same item.

Tracking reference T00CSA0040004977:
Timeline of Events
Wed 10 April: I receive an email from Evri to advise me that they have received my parcel from La Redoute and they will let me know when it is out for delivery;
Fri 12 April: Tracker information updated @ 09:03 BST to advise me that they could not deliver my item as the courier could not locate my property and they request that I contact Evri to provide delivery details. When I attempt to contact Evri, I cannot speak to a person – it is just a robot and Evri’s Chat line is not working – ‘Ezra’ opens but there is no reply field available to provide property location details. I leave details of location of my property via telephone robot in the hope that my parcel will be delivered;
Sat 13 April: Email received from ‘Hermes Customer Services’ – Claim 240412-011972 – again, a lady called ‘Claire’ advises me that my parcel has ‘missed the courier’ and they are working to get it delivered to me today (Sat 13 April). There is no update to the tracker information – it still states that courier could not deliver as he could not locate the property. The information provided by ‘Claire’ is incorrect as it does not align with the tracker info at all. The parcel DID NOT miss the courier – it was loaded on the couriers van on Fri 12 April but THE COURIER DID NOT DELIVER IT.
I do not hold out much hope that my item is ever going to be delivered by the Evri courier – how difficult is it for somebody to do the job which they are being paid to do and actually deliver a package? My property is not difficult to find and my Evri account is updated with the ‘3 words’ location details and a ‘preferred neighbour’ so the courier did not even bother to check that.

The item is a large chest but it will not weigh very much – from a customer perspective, it appears that the courier just could not be bothered to deliver the item. How did Evri totally lose track of this item and return the original to the sender (La Redoute) without even attempting to deliver it to the customer?

The response overall from Evri / Hermes has been inadequate to say the least. Is ‘Claire’ the only person working in Evri’s customer investigations department?

Why do Evri make it so difficult for customers to speak with one of your representatives directly?

I am at the stage where I will not be ordering anything else on line until I check that the company are not using Evri for deliveries.