Why is Evri so bad, even in 2025? Despite a rebrand and significant investment in customer service, Evri continues to face criticism from consumers across the UK.
With persistent issues ranging from lost parcels to poor customer support, the courier’s reputation remains under intense scrutiny.
Online reviews and independent surveys consistently place Evri at the bottom of the rankings.
This article examines the reasons behind the dissatisfaction, using verified data and real customer experiences to assess Evri’s ongoing delivery challenges.
What Are the Most Common Complaints About Evri’s Delivery Service?
Evri continues to draw consistent criticism across the UK for poor service delivery, based on thousands of customer reviews published across review platforms like Trustpilot and Reviews.io.
The core issues that users frequently highlight revolve around three major areas: reliability, transparency, and accountability.
Late deliveries remain a persistent concern. Many customers report receiving packages several days or even weeks later than promised.
Some orders never arrive at all, forcing customers to navigate lengthy refund processes with retailers. In many cases, the tracking information remains static, offering little insight into where the parcel is or when it will be delivered.
Lost or stolen parcels are another major issue. Customers often describe receiving a delivery notification only to discover there’s no sign of the item.
Despite submitting claims, they’re often met with minimal resolution from Evri. One common complaint is that the company’s internal process frequently shifts responsibility to the retailer, leaving the consumer without direct support.
Tracking system failures also add to the frustration. While Evri offers a digital tracking system, many users report that it is either inaccurate or not updated in real time.
It’s not uncommon for the tracking portal to show a parcel as “out for delivery” for days without any further updates or actual delivery taking place.
Customer reviews often describe how these issues make Evri feel less like a logistics provider and more like a gamble for consumers.
How Do Evri’s Customer Service Issues Affect Its Reputation?
Customer service has become one of Evri’s most criticised areas, significantly affecting its overall reputation. Many users feel that once a problem occurs, getting it resolved through Evri’s channels is difficult, if not impossible.
A recurring issue is the reliance on AI-powered chatbots, which are often the first (and sometimes only) point of contact for customers.
While these bots can handle simple queries, they fall short when users need help with lost or damaged parcels, refunds, or escalated concerns. Numerous reviews describe how these automated systems loop conversations or end sessions without resolving the issue.
Even contacting a human representative proves challenging. Many customers express frustration at the lack of a direct phone number or the endless automated options that block access to real assistance.
Emails often go unanswered, and escalation routes seem ineffective, resulting in unresolved cases that linger for weeks.
Some of the key issues with Evri’s customer service include:
- Unclear escalation procedures for unresolved cases
- Limited access to human representatives
- Automated responses that fail to address specific complaints
When issues persist and customers are met with minimal accountability, the damage to brand trust can be significant. For many, it’s not just the delivery that goes wrong, but the entire experience from start to finish.
Why Are Evri’s Delivery Delays Increasing in 2025?
Despite investments in operational efficiency, many Evri customers in 2025 are still experiencing delivery delays.
These delays are not random but often systemic, tied to staffing challenges, logistical complexity, and the overall pressure of managing high parcel volumes.
The rise in e-commerce has led to increased parcel volumes across the board. While Evri claims to handle over 730 million parcels annually, the infrastructure hasn’t always scaled effectively with the demand.
Customers frequently report that deliveries arrive days or even weeks past their expected dates.
Another contributing factor is the company’s reliance on self-employed couriers. Many of these workers are paid per successful delivery, creating an environment where efficiency is prioritised over customer service.
Several drivers have spoken out anonymously in local press, describing their roles as underpaid, stressful, and lacking job security. These conditions naturally affect morale and performance.
In rural areas or high-volume zones, deliveries may be missed due to route overloads, vehicle issues, or simply an insufficient number of available drivers. Weather and seasonal spikes only add to the burden.
Here is a breakdown of the common reasons behind Evri’s delivery delays:
| Cause of Delay | Description |
| High Parcel Volume | Demand from online retailers overwhelms systems during peak periods |
| Courier Pay Structures | Drivers are paid per drop, often leading to rushed or missed deliveries |
| Staffing Shortages | Not enough couriers to meet demand in certain regions |
| Inadequate Infrastructure | Limited hubs or logistical bottlenecks in key areas |
| Poor Tracking & Dispatch | Inefficient allocation of parcels to appropriate delivery routes |
Evri’s public statements often acknowledge these challenges, but customer reviews suggest that these issues remain unresolved for a significant portion of their user base.
How Does Evri Compare with Other UK Delivery Companies?
To understand the severity of Evri’s issues, it’s helpful to compare them with other leading courier services operating in the UK.
Despite some universal challenges within the logistics industry, Evri consistently ranks at or near the bottom of most customer satisfaction surveys.
Here’s a comparison of the main UK couriers using data from independent sources, including Ofcom and Citizens Advice:
| Courier Company | Satisfaction Rate (2024) | Dissatisfaction Rate | Trustpilot Rating | Common Complaints |
| Amazon Logistics | 56% | 15% | 3.8 | Package condition, driver professionalism |
| Royal Mail | 52% | 20% | 3.5 | Missed deliveries, delayed updates |
| DPD | 48% | 22% | 2.8 | Strict time slots, occasional misrouting |
| Yodel | 38% | 31% | 1.7 | Incomplete tracking, delivery failures |
| Evri | 32% | 39% | 1.1 | Lost parcels, no customer service access |
This comparative table clearly illustrates Evri’s lower ranking across multiple areas. Although customer satisfaction improved slightly in 2024 and 2025, Evri’s figures remain behind even other poorly reviewed companies like Yodel.
What Do Online Reviews Say About Evri’s Parcel Handling?
Beyond whether parcels arrive or not, the condition and handling of packages have become a core grievance among customers.
Online reviews frequently describe items that arrive damaged, wet, or broken due to rough handling or poor delivery placement.
Anecdotes include expensive electronics left in communal bins, fragile items delivered in weather-exposed areas, and packages tossed over fences or gates.
Some customers have reported parcels being left in the middle of pavements or even in locations completely unrelated to their address.
A particularly damaging video from 2022, still circulated on social media in 2025, shows a delivery driver photographing a front door as proof of delivery before driving away with the parcel still in hand.
While this may be an isolated incident, its viral spread has solidified public perception of Evri’s questionable handling standards.
Issues that customers frequently mention regarding parcel handling include:
- Items delivered to incorrect addresses
- Parcels left in unsafe or inappropriate locations
- Packages visibly crushed, torn, or soaked
- Missing items or signs of tampering
In many of these cases, even when evidence is provided via photographs or CCTV footage, customers find it difficult to get adequate compensation or a meaningful response from the company.
Are There Any Improvements in Evri’s Services Reported in 2025?
Evri has publicly stated that it is working hard to address customer concerns. Over the past year, the company has invested heavily in improving both the technological and human elements of its operations.
In 2024, the firm committed to a £32 million investment focused on upgrading infrastructure and improving customer interaction.
This included enhancing its parcel tracking systems, improving warehouse automation, and rolling out training programs for drivers.
The company also introduced new accessibility services in 2025, such as doorstep delivery initiatives for customers living with disabilities.
In partnership with the charity Scope, Evri aims to make parcel delivery more inclusive for all UK residents.
According to Ofcom, Evri saw a 6% improvement in satisfaction scores in 2024, with dissatisfaction decreasing by 7%.
This indicates some positive shift in customer experiences, although the company still lags behind competitors.
However, some critics argue that while surface-level improvements are taking place, deeper issues remain, especially when it comes to how customers are supported post-delivery.
Why Do UK Consumers Continue Using Evri Despite Complaints?
Given its reputation, one might wonder why so many people still receive parcels through Evri. The answer lies primarily in retailer partnerships and the economics of last-mile logistics.
Many large online retailers in the UK, particularly in fashion and low-margin retail sectors, choose Evri due to its competitive pricing.
As Evri offers some of the lowest delivery costs in the UK, retailers with tight logistics budgets often favour it over more premium alternatives.
Additionally, customers typically cannot choose their delivery provider at checkout. Once the order is placed, the shipping method is determined by the retailer’s contract with a courier.
This leaves consumers little choice in the matter, even if they’ve had poor experiences with Evri in the past.
Some of the reasons why Evri continues to dominate in volume include:
- Lower shipping costs for retailers and consumers
- Wide delivery network, including rural and hard-to-reach areas
- High parcel capacity, allowing same-day or next-day dispatches
- Integration with major online retail platforms
In short, while customers may prefer alternatives, they often use Evri out of necessity rather than choice.
What Can Customers Do If Their Parcel Goes Missing with Evri?
Losing a parcel is frustrating, but there are structured steps that customers can follow to seek resolution. Since Evri often redirects accountability to the retailer, it’s important to know your consumer rights.
Here’s a step-by-step table outlining what to do:
| Step | Action |
| 1 | Check Evri’s tracking portal for delivery status and photographic evidence |
| 2 | Contact the retailer immediately and request a refund or replacement |
| 3 | Keep a record of all communication (emails, screenshots, receipts) |
| 4 | If unresolved, escalate to third-party support like Citizens Advice or Resolver |
| 5 | Consider leaving a review to help other consumers and increase accountability |
If the item was of significant value, and no resolution is found through standard processes, consumers can consider making a claim through small claims court or financial dispute mediation services.
While the complaint process may feel tedious, being persistent and informed can help bring about a more satisfactory outcome.
Conclusion
Evri’s reputation in 2025 still reflects long-standing concerns about delivery reliability, parcel handling, and customer service.
While there have been measurable improvements, the company continues to face criticism from both consumers and watchdog organisations.
The question of why Evri is so bad remains valid for many UK residents, particularly those affected by inconsistent service.
Until substantial, long-term changes are made to its operations and support systems, Evri may continue to be viewed as one of Britain’s most problematic couriers.
Frequently Asked Questions
How can I track a parcel sent with Evri?
Evri provides an online tracking portal using the parcel’s reference number. However, users often report delays in tracking updates or missing information.
Can I speak to a real person at Evri customer support?
While Evri does offer a contact number, many users find it difficult to reach a human representative due to reliance on AI chatbots and automated systems.
What do I do if Evri says my parcel was delivered, but I didn’t receive it?
Contact the retailer first, as they are legally obligated to ensure successful delivery. If needed, escalate the case to Citizens Advice.
Does Evri compensate for damaged parcels?
Compensation depends on the delivery option chosen and package value. However, many users report difficulty in securing refunds or compensation.
Why do so many retailers still use Evri?
Evri is cost-effective for large-scale retailers and offers wide national coverage, which makes it attractive despite service complaints.
Are there any reliable alternatives to Evri?
Yes – Royal Mail, DPD, and Amazon Logistics generally receive better customer satisfaction scores, although no courier is perfect.
Has Evri improved since rebranding from Hermes?
Some improvements have been reported, particularly in tracking and delivery accuracy. However, customer service and delivery reliability remain key issues.
