The recent case of an Evri empty box delivery to a 78-year-old pensioner in South Tyneside has brought serious courier service concerns to light.
Despite receiving an empty parcel, a delivery photo was marked as proof, highlighting a broader, ongoing issue across the UK. As someone following delivery trends, I’ve noticed a growing number of similar complaints that point to systemic flaws in courier operations.
Key Points Covered:
- Incident overview and Evri’s response
- Rising trend of empty parcel deliveries
- MP Kate Osbourne and other politicians’ public criticism
- Concerns over driver workload and low pay
- Customer struggle to report and resolve complaints
- Recommended customer actions after receiving an empty parcel
- Comparison of UK courier services
- Practical solutions to rebuild trust in deliveries
What Really Happened In The South Tyneside Delivery Incident?
The incident that sparked renewed concern over courier reliability involved a 78-year-old pensioner from South Tyneside. She had ordered a parcel during the festive period, but when the package arrived, it was empty. Despite this, the delivery was marked as “completed” with photographic proof by Evri, showing the parcel at her doorstep.
It quickly became evident that the contents of the box had been stolen. According to her daughter, the box looked as if it had been tampered with. The packaging had been opened and resealed in a way that suggested someone along the courier route had interfered with it.
Evri responded to the complaint, stating that they “apologise for the inconvenience and always strive to deliver all parcels securely and punctually.” They also reaffirmed their commitment to parcel safety and customer satisfaction.
While this may seem like an isolated event to some, the reality is that similar complaints are being reported frequently by customers across the UK. From my point of view, this points to a much deeper issue with how courier services like Evri handle volume, security, and accountability.
This story resonated with me personally because it reflects how vulnerable some recipients are. Elderly customers often depend on online orders for essentials or gifts, especially during times like Christmas. Receiving an empty parcel is not just disappointing, it’s unsettling.
Why Are Empty Parcel Deliveries Becoming More Common?
Empty box deliveries are becoming more frequent, especially during busy shopping seasons like Christmas and Black Friday. While the occasional mishap is understandable, a pattern of such events signals operational inefficiencies or even internal misconduct.
One of the primary causes is the high delivery volume couriers face during peak periods. In an effort to meet tight deadlines, some parcels are not thoroughly inspected or securely packaged. This opens up opportunities for items to be stolen in transit.
In some cases, theft may occur at sorting depots, where thousands of parcels are processed daily. Without comprehensive surveillance or tracking of who handles which parcel at each stage, it becomes difficult to trace where tampering may have occurred.
Another factor is the pressure placed on couriers to complete deliveries rapidly. When drivers are paid per parcel, there is less incentive to take time to verify the integrity of each delivery. The priority becomes speed rather than quality or care.
Packaging standards are also inconsistent. Some parcels arrive in thin, easy-to-tear plastic bags or loosely sealed cardboard boxes. These are simple to tamper with without leaving much visible evidence.
Common Causes Of Empty Parcel Deliveries
| Contributing Factor | Description |
| High Volume During Peak Times | Increased parcel load leads to reduced security and oversight |
| Inadequate Packaging | Weak packaging makes tampering easier |
| Depot-Level Theft | Theft may occur during sorting or warehouse handling |
| Lack Of Courier Accountability | Pressure on drivers to deliver quickly reduces time spent verifying parcels |
| Insufficient Tracking | Limited traceability of parcel handling between collection and delivery |
From what I’ve seen and read, courier services need to focus not only on volume management but also on improving operational controls and ethical standards.
How Did The Local Government Respond To Evri’s Growing Delivery Issues?
There has been growing political pressure on Evri to address the rising number of complaints across the UK. In the South Tyneside case, MP Kate Osbourne voiced her concern in a public statement. She revealed that she frequently receives complaints from constituents who have faced problems with Evri.
Speaking about the pensioner who received the empty parcel, Kate Osbourne said it clearly indicated a systemic failure. According to her, this isn’t just about one customer or one driver. It is part of a wider issue with how Evri manages both their workforce and customer obligations.
She said:
“I am regularly contacted by constituents who have had issues with Evri, including someone in Hebburn who contacted me just before Christmas, as Evri had delivered an empty box to her 78-year-old mum. The contents had clearly been stolen, yet they still took a picture of it to show it being delivered.”
“There is a systemic problem here. The way drivers and customers are treated by Evri needs addressing.”
She mentioned other complaints as well, such as missed delivery notifications when no attempt was made, parcels left in unsuitable locations, and delays with next-day delivery services that customers paid extra for.
One of the most serious concerns she raised was the difficulty customers face when trying to file a complaint or speak to a human representative.
Government And Political Feedback
| Politician | Constituency | Comment |
| Kate Osbourne | Jarrow and Gateshead | “There is a systemic problem here…” |
| Alex McIntyre | Gloucester | Raised concern about pay models leading to sub-minimum wage conditions for drivers |
| Jonathan Brash | Hartlepool | Called on Evri to “reflect upon this practice and improve accordingly” |
| Caroline Dinenage | Gosport | “Numerous reports” of parcels being abandoned on front steps |
These statements indicate that the issue isn’t limited to one region or demographic. It’s part of a nationwide concern about delivery reliability and accountability.
As an author following this topic, I believe that sustained political pressure could be key in encouraging courier companies to raise their standards. Without accountability from higher up, these issues may continue unchecked.
Are Drivers Being Overworked And Underpaid?
One of the central issues raised by MPs is the working conditions of delivery drivers. In particular, Alex McIntyre highlighted that Evri introduced a new model in January known as the “small packets” size classification.
Under this model, drivers are paid less for delivering smaller parcels, regardless of how many they handle in a day.
The problem, according to McIntyre, is that drivers may end up delivering hundreds of small parcels and still earn less than the national minimum wage. This pushes couriers to rush through their deliveries and spend less time ensuring parcels are left securely and correctly.
He stated:
“I was shocked to learn that the introduction by Evri in January of a ‘small packets’ parcel size could mean that drivers delivering a large volume of these parcels in a day end up working for less than the minimum wage.”
The implications of this model are serious. If drivers are overworked and underpaid, the overall service quality is bound to drop. It also creates an environment where theft, negligence, or errors become more likely because of the sheer pressure couriers face to meet unrealistic targets.
Courier Workload And Pay Model
| Model Type | Description | Potential Issues |
| Per-Parcel Payment | Drivers paid based on number of parcels delivered | Encourages speed over care |
| Small Packet Discount | Lower pay for small parcels despite higher volume | Possible wage below minimum standards |
| Self-Employment Status | Drivers treated as contractors, not employees | Limited benefits and protections for couriers |
I personally believe that any courier model that undermines fair compensation eventually results in customer dissatisfaction. It’s a chain reaction: underpaid workers lead to unreliable service which in turn results in angry customers and brand damage.
Are Customers Left In The Dark When Problems Arise?
A recurring theme in customer complaints is how difficult it is to report delivery issues or get support from the courier company. Many people expect a straightforward process when something goes wrong, but with Evri, customers often report being passed back and forth between the retailer and the courier.
In most cases, Evri’s website directs customers to the retailer for any missing or damaged parcels. While this aligns with the Consumer Rights Act, it creates additional hurdles for customers who simply want a resolution.
When I’ve had delivery issues in the past, I’ve found it incredibly difficult to get hold of a real person. Automated systems and online forms can only do so much. Often, by the time a complaint is escalated, it’s too late to resolve the problem quickly.
These experiences are frustrating for any customer, but for vulnerable individuals like pensioners or those without digital literacy, it becomes even more discouraging.
Breakdown Of Customer Experience With Complaints
| Step | Typical Customer Experience |
| Issue Occurs | Empty parcel, missing delivery, or tampered packaging |
| Contact Courier | Redirected to retailer via automated messages |
| Contact Retailer | Asked for evidence, photos, and sometimes told to wait |
| Escalation | Delays, vague timelines, and limited direct communication |
| Resolution (If Any) | Replacement or refund after multiple follow-ups |
This system lacks the responsiveness needed to deal with time-sensitive delivery problems. I’ve seen retailers who are more proactive in dealing with such issues, but that often depends on their size and resources.
What Steps Should Customers Take When They Receive An Empty Parcel?
When faced with an empty parcel, it’s important to act quickly and document everything. Retailers are legally responsible for ensuring delivery, but they often require detailed evidence to process refunds or replacements.
I recommend taking the following steps:
- Photograph the packaging immediately from multiple angles
- Retain all parts of the packaging, including inner wrapping and shipping label
- Check for any signs of tampering such as resealed tape or torn edges
- Contact the retailer’s customer service with photos and order number
- File a secondary complaint with the courier if applicable, even if resolution must come from the retailer
While these actions might seem like extra work, they are necessary for building a strong case. Retailers often need this information for internal reviews or investigations with the courier.
Can You Trust Courier Services Like Evri During Peak Times?
Evri has defended its service with some impressive figures. A company spokesperson stated:
“Across the UK, our 34,000 self-employed couriers deliver around four million parcels every day, and the vast majority arrive successfully, on time.”
They also added:
“We’re proud that ratings show our couriers score an average of 4.6 out of 5 stars, and Evri has more than four million five-star reviews on Trustpilot.”
However, these numbers don’t always match the day-to-day reality experienced by thousands of customers. High Trustpilot scores may reflect bulk data but not the regional inconsistencies or peak period performance drops.
Courier Service Metrics
| Metric | Evri’s Reported Performance | Public Sentiment |
| Daily Parcel Volume | 4 million | High volume, low control |
| Trustpilot Rating | 4.6 stars | Mixed reviews by region |
| Annual Investment | £57 million | Improvements not visible |
| Customer Issue Resolution | Not specified | Often slow or ineffective |
I don’t completely distrust Evri, but I personally avoid using them during high-demand periods. The risk of mishandling or slow response is just too high.
How Can Delivery Services Restore Trust With UK Customers?
Restoring trust will require more than PR statements or improved delivery speeds. It will involve a commitment to transparency, accountability, and improved worker conditions.
In my view, the following steps are essential:
- Invest in secure packaging standards that prevent tampering
- Implement internal tracking systems at every stage of delivery
- Ensure fair pay and manageable workloads for drivers
- Provide live or responsive customer service options for complaint resolution
- Offer clearer communication between couriers, retailers, and customers
Evri and other major couriers need to remember that they represent the final leg of the online shopping experience. If they fail, it reflects poorly not just on their brand but also on the retailers who rely on them.
Conclusion
The Evri empty box delivery incident in South Tyneside is part of a worrying trend. While Evri insists the majority of their parcels arrive safely, the number of public complaints and MP involvement tells a different story. For many customers, especially vulnerable groups like pensioners, receiving an empty box is more than an inconvenience. It’s a violation of trust.
As someone who regularly shops online, I’ve learned to choose couriers carefully and document every step of the delivery. Hopefully, with continued pressure from both the public and government, we’ll see real improvements soon.
FAQs About Evri Empty Box Delivery Issues
What Should I Do if I Receive an Empty Parcel From Evri?
Immediately take photos and keep the packaging. Contact the retailer to initiate a refund or replacement under your consumer rights.
Can I Claim Compensation From Evri Directly?
Generally, you’ll need to go through the retailer. Evri usually doesn’t handle claims from end-customers unless the parcel was sent via their direct platform.
How Long Do Refunds or Replacements Take After Reporting an Empty Parcel?
Depending on the retailer, it can take 3–10 working days. Always follow up if there’s no update.
Why Does Evri Show a Photo as Proof if the Parcel is Empty?
Photo proof only confirms delivery, it doesn’t verify content. This system fails when tampering happens before delivery.
Are Empty Parcel Thefts Investigated by the Courier?
Investigations are rare unless part of a larger pattern or media attention. Individual claims may not receive a deep investigation.
Can I Take Legal Action Against a Courier for Missing Items?
Legal claims are complex and usually directed at the retailer, not the courier, unless you directly paid for the courier service.
Are Certain Regions in the Uk Experiencing More Delivery Issues Than Others?
Yes, areas like North East England have reported a higher frequency of complaints according to local MPs and media reports.
