Evri complaint: Parcel not delivered

On 19th December I paid a little under £50 for Evri to post a parcel to the United States. Two days ago, without any explanation, the parcel arrived back at my house, having never left the UK. As seems to be the common experience, Evri’s customer service appears to be geared around the principal of never letting you speak to anyone and insisting that all communication be done through a chatbot which only gives you limited response options. At the moment I’ve had an autoreply email to my complaint. Attempting to follow up the complaint with a phone call resulted in a recorded message saying they’d contact the team to chase them up, with no options to pursue the matter further.

The strong impression given by the whole process is that they know they’re incompetent, but if they make the complaints process as opaque and frustrating as possible, they’ll avoid having to face any accountability for their incompetence