Why Is Evri So Bad?

In recent years, the name “Evri” has become synonymous with delivery woes across the UK. From missing parcels to inexplicable delays, the company has faced a barrage of criticism from both customers and experts alike.

It’s not just a matter of a few isolated incidents; the dissatisfaction with Evri is widespread, painting a picture of a delivery service that seems to be struggling to meet the basic expectations of its users.

Evri wasn’t always known by this name. The company underwent a rebranding, transitioning from its former identity as Hermes. For many, Hermes was a familiar name in the UK delivery landscape and carried its own share of controversies.

The rebranding to Evri was seen by some as an attempt to shed that baggage and start afresh. However, the name change hasn’t seemed to distance the company from delivery issues, as many of the same complaints persist.

So, why is Evri so bad? Why has it become an almost universally hated delivery service?

Why Is Evri So Bad? A Quick Look at the Facts

In recent years, Evri has found itself under the spotlight, and not for the right reasons. While every company has its ups and downs, the data surrounding Evri’s performance paints a rather concerning picture.

According to a 2022 ITV report, Evri was named the worst-performing parcel firm for the second consecutive year. This isn’t a title any company would want, especially one that operates in a sector where trust and reliability are everything.

When we compare Evri’s performance to other leading delivery services in the UK, the difference is stark. For instance, while companies like DPD and Royal Mail have had their share of complaints, they haven’t faced the same level of scrutiny or backlash as Evri. A poll conducted by MoneySavingExpert in 2023 saw Evri bottom of the pile for customer satisfaction, lagging way behind its competitors.

But numbers alone don’t tell the whole story. The real impact of these statistics is felt by customers just like you who have had to deal with late or missing deliveries, damaged goods, or poor customer service. And while every delivery service will have its detractors, the volume and consistency of the complaints against Evri are hard to ignore.

In the age of online shopping, where the final touchpoint for a customer is often the home delivery of their purchase, you’ve got to have a reliable service. Unfortunately, as the data suggests, Evri has a long way to go in that respect.

So what’s driving these complaints?

Customer Complaints: Unpacking Evri’s Major Shortcomings

Before we dive into the finer details of why Evri’s reputation has taken a nosedive, it’s important to note that it’s not just a few isolated incidents. We’re talking about a pattern of issues that have left customers more than a little miffed.

First up, there’s the constant vanishing act of parcels. Parcels are often self-reported as missing, after spending days stuck at the same tracking status. So many of you have reported packages that have entered Evri delivery depots, only to disappear completely after arrival. Many of their sorting facilities are affectionately known as “Bermuda Triangles,” with some locations notorious for losing parcels.

Missing parcels is one thing, but perhaps worse is being told that your package has been delivered when it hasn’t. There are thousands of stories of people staying in all day waiting for their parcel, only to receive a notification on their phone to say it’s been delivered. But there was no door knock, no ring of the bell, and, you guessed it, no parcel.

The inconsistency in service quality is another headache. It seems to be a postcode lottery with Evri. A lot of the company’s service quality depends on your local courier, with the experience varying wildly. Some customers sing praises, while others are left pulling their hair out.

Social media has become the venting ground for frustrated customers. Platforms like X and Trustpilot are awash with grievances about Evri’s service. It’s not just a few angry posts here and there. It’s an avalanche of dissatisfaction.

And it’s not just customers who are raising red flags. Even Evri’s own drivers have shared their woes, pointing out issues like a constantly crashing delivery app.

So, against this backdrop, what do Evri have to say for themselves?

Evri’s Perspective: Their Side of the Story

In the face of mounting criticism, Evri has made efforts to address the concerns raised by customers and their own drivers. Let’s take a look at what the company has to say about these issues.

Evri’s official statements often highlight their commitment to improving service quality and customer satisfaction. They acknowledge the challenges they face and express their dedication to resolving them.

An Evri spokesperson said after a horrendous Christmas performance last year: “We have made significant investments to improve our service as we grow, adding dedicated customer service teams operating seven days a week in depots.”

However, these promises can sometimes feel disconnected from the experiences reported by customers and drivers.

For instance, Evri has talked about investing in technology and infrastructure to enhance parcel tracking and delivery efficiency. Yet, customers continue to report issues with parcels going missing or being marked as delivered without actually arriving. This gap between Evri’s promises and the reality that customers face has been a significant point of contention.

The company also emphasizes its efforts to work closely with its network of local couriers to ensure a consistent level of service. However, as customer experiences suggest, this consistency is yet to be achieved across the board.

In response to driver complaints, Evri has mentioned initiatives to improve their operational systems and support for their delivery personnel. But drivers still report problems like technical glitches in the delivery app, which hinder their ability to perform their duties effectively.

In short, while Evri acknowledges the issues and has expressed intentions to improve, there remains a noticeable disconnect between their statements and the actual service experience of customers and drivers.

The Retailer’s Dilemma: Why Choose Evri?

If Evri is the country’s most disliked delivery service, it begs the question: why do so many retailers still entrust them with their parcels?

Well, the problem is retailers often operate on razor-thin margins, often finding themselves in a tricky spot when it comes to choosing a delivery partner. The primary factor for them is always going to be cost.

Evri, despite its less-than-stellar reputation, offers competitive pricing that’s hard for budget-conscious businesses to ignore. This aspect of affordability often outweighs the risks associated with service inconsistencies for many retailers.

Moreover, Evri’s extensive network and capacity to handle a high volume of parcels make them an attractive option for businesses that need to ensure wide coverage and delivery capabilities, especially during peak seasons like Christmas or Black Friday.

After all, they deliver (well, claim to) 2.5 million parcels a day. That’s an impressive operational capability, regardless of how good or bad it might be.

Another factor is the contractual obligations and long-term agreements that retailers might have with Evri. Switching to a different courier service isn’t always straightforward or feasible, especially if it involves renegotiating terms or facing potential disruptions in the supply chain.

In essence, while the quality of service is a crucial consideration, the decision often boils down to a balance between cost, coverage, and contractual commitments. Retailers are constantly weighing these factors against the backdrop of customer satisfaction and operational efficiency.

It’s a delicate balancing act, and for many, Evri still manages to tip the scales in their favour – at least from a business standpoint.

Navigating the Evri Issues

As we’ve seen, Evri’s journey in the UK’s parcel delivery landscape has been fraught with challenges. If you’ve been wondering, “Why is Evri so bad?” Hopefully, you’ve got some answers.

Despite their efforts to rebrand and promises of improvement, the gap between customer expectations and the reality of Evri’s service remains significant. The stories of missing parcels, delayed deliveries, and frustrated customers continue to dominate discussions about the company.

The question of whether Evri can turn things around remains open. While they have acknowledged the issues and pledged to invest in better technology, more people, and enhanced infrastructure, there’s a palpable sense of scepticism regarding their bold claims.

For now, the best advice for consumers might be a pragmatic one: be cautious. If possible, check which courier service your retailer uses. If it’s Evri, weigh the potential risks against the convenience or savings offered. Sometimes, paying a bit extra for a more reliable delivery service or choosing a retailer that uses a different courier might save you a lot of hassle and disappointment.

In the end, the power lies with you, the consumer. Your choices and feedback can drive change in the industry. By supporting retailers who prioritize quality delivery services, you send a clear message about the standards you expect. It’s a call for all delivery companies, not just Evri, to step up their game and align their services with the needs and expectations of today’s consumers.

At the end of the day, getting a parcel from a warehouse to your door shouldn’t be this difficult.

So, as we move forward, let’s hope for a future where the delivery of our parcels is as reliable and stress-free as the shopping experience itself.