Worthing man's frustration with Evri over missing parcel

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https://www.theargus.co.uk/news/2579712 ... ng-parcel/

A father shared his frustration after a gift for his daughter went missing while being delivered by Evri.

Paul Macfarlane, from Worthing, ordered several items from the hair brand Mark Hill which he had planned to gift his daughter.

The items were being delivered from Evri, due to be delivered within a two day period.

However, despite receiving an initial notification that the item had reached a local depot, days went by and Paul's parcel was yet to arrive.

In an effort to retrieve the goods, Paul contacted the Evri team, although he was left less than impressed with the service he received.

He said: “I got in touch via their bot which passed me on to a customer service adviser. Four days later I received nothing, so I contacted the chat bot and emailed again.”

Evri did later confirm that the parcel had gone missing. It said they made regular contact with Paul, sending three emails over the six-day period.

“It was very frustrating because you cannot talk to a human and you have to wait at least four days to receive a reply,” Paul explained.

He told The Argus, that by the time the issue had been resolved the item was out of stock and no longer on sale - meaning his daughter was left waiting and without her Christmas gift when she had expected it.

“I understand they are busy but to have to wait four days for an answer to come back, it’s not right.

“A lot of companies these days you have to go through a chat bot, but it can be so hard to understand. I just got the impression I was being fobbed off.”

The December incident comes after the delivery company has been in hot water over recent months.

Several MPs across the country have raised concerns about Evri, calling for regulation to ensure private delivery firms fulfil their obligations to local people and provide clear communication and reliable deliveries.

A spokesman for Evri said: “Evri handles 900 million parcels a year with the vast majority being delivered successfully and on time.

"We’re sorry that on this occasion Paul’s parcel wasn’t delivered. Our customer service team responded to Paul within two working days and were in regular contact with him to support him, whilst we also informed the retailer on the next steps.”