MP: Evri should be investigated over 40,000 complaints of poor service
Evri little help: Delivery firm should be investigated over 40,000 complaints of poor customer service, Labour MP Carolyn Harris tells Rishi Sunak
- MP Carolyn Harris wants Evri to be investigated over its poor service complaints
- She questioned if Prime Minister Rishi Sunak would ‘take action’ against Evri
- Evri had over 40,000 complaints and was branded worst parcel service in the UK
- The firm has since apologised to customers waiting on delayed deliveries
- Do you have an Evri horror story? Email [email protected]
A Labour MP has questioned whether delivery firm Evri should be investigated over its ‘poor customer service’ after the parcel firm apologised for ongoing UK-wide delays.
Carolyn Harris asked Prime Minister Rishi Sunak today if he should ‘take action’ and probe Evri, which previously operated under the name Hermes, after the company received more than 40,000 complaints.
Mr Sunak, noting that other Government ministers had ‘looked into this issue,’ seemingly dismissed the request, saying he would be ‘happy to write’ to other leaders once ‘we learn more about the situation.’
Ms Harris’ remarks come after Evri apologised to customers across the UK who are still waiting for delayed Christmas deliveries. The firm attributed staff shortages, Royal Mail strikes and bad weather to its problems and said it is working to sort them out.
Labour MP Carolyn Harris (pictured today) has questioned whether delivery firm Evri should be investigated over its ‘poor customer service’ after the parcel firm apologised for ongoing UK-wide delays
Evri, which previously operated under the name Hermes, received more than 40,000 complaints. Several customers across the UK are still waiting for delayed Christmas deliveries
During Prime Minister’s Questions earlier today, Ms Harris asked: ‘Does the Prime Minister believe that over 40,000 interactions by either social media, email or letter regarding the poor customer service and working conditions at the delivery company Evri warrants an investigation by the relevant Government department?
‘His ministers in BEIS (Department for Business, Energy and Industrial Strategy) think not. But I’m sure the Prime Minister would want the general public to believe that he at least is interested enough in this problem to take action.’
Mr Sunak responded to the query, saying: ‘I am aware that other Government ministers have looked into this issue and are currently considering the matter at hand.
‘I would be happy to write to her when we learn more about the situation.’
Several Evri customers are still waiting on their Christmas deliveries, but the company claims the backlog ‘should be cleared over the next few days.’
The company acknowledged ‘our service has not been as good as we would have liked’ and apologised for the problems that have directly impacted customers.
The apology came after several complaints and customers attempting to take matters into their own hands.
One business owner has revealed that she pretended an Evri driver had set her house on fire in desperate bid to get the company to call her back after it ‘ignored for a month over her customers’ missing parcels’
Rishi Sunak, (pictured today) noting that other Government ministers had ‘looked into this issue,’ seemingly dismissed the request, saying he would be ‘happy to write’ to other leaders once ‘we learn more about the situation’
Evri apologises for Christmas parcel chaos after customers’ parcels went missing, were stolen off doorsteps – or sold at car boot sales: Click here to read more
A mother of two, who wishes to remain anonymous, claimed her Evri parcel was found at more than 60 miles away from her Great Yarmouth home after a delivery driver’s wife took packages to sell at a car boot sale (pictured)
The number of late deliveries between Black Friday and Christmas was up by around one third on the same period the year before, according to new evidence.
Delivery companies have been accused of ‘ruining Christmas’ after customers’ parcels went missing, were stolen, and even sold off at a car boot sale.
The postal regulator Ofcom has put the industry on notice that customer service around late and missing items is so bad that it is considering taking enforcement action.
Strikes at Royal Mail saw a number of retailers divert deliveries to Evri, previously known as Hermes, and DPD, which struggled to cope.
An Evri spokeswoman said: ‘We are sorry that some customers are experiencing short, localised delays in receiving their parcels,’ an Evri spokeswoman said.
‘We continue to be impacted by high demand, staff shortages and bad weather conditions but, due to the hard work of our local teams, we successfully delivered over three million parcels each day over recent weeks.
‘Despite incredible efforts from all of our people, our service has not been as good as we would have liked in some areas, and we are committed to redoubling our efforts this year, including a focus on recruitment.
‘In some local areas there are still some delayed parcels that should be cleared over the next few days and we apologise for any inconvenience and disappointment.
‘However, in the unlikely event that a parcel hasn’t been delivered within 10 days, we would advise customers to contact their retailer/seller who will in turn contact us if necessary.’
The firm’s apology comes after Evri was branded the worst-performing parcel firm for the second year running, according to Citizens Advice.
Evri – alongside Yodel, DPD and Amazon Logistics – failed to secure even a three-star overall rating out of five after being scored against criteria including customer service, parcel problems and accessibility needs, such as people needing longer to answer the door.
Evri – previously Hermes (pictured) – was branded the worst-performing parcel firm for the second year running. The firm failed to secure even a three-star overall rating out of five after being scored against criteria including customer service, parcel problems and accessibility needs, such as people needing longer to answer the door
Today’s comments are not the first time Ms Harris has taken aim at the parcel service. In December, she accused the courier of causing ‘misery’ to people in the run-up to Christmas.
In a letter to Evri chief executive Martijn De Lange, Ms Harris called for an ‘urgent explanation’ for the firm’s ‘inadequate’ service, with parcels being delayed, cancelled and in some cases going missing.
‘With thousands of households already struggling during the current cost-of-living crisis, few will be in a position to replace parcels that do not arrive,’ she wrote.
‘Many will have already stretched their budgets to buy gifts for family and friends, ensuring they purchased in good time for Christmas deliveries.
‘A number of well-known and respected retailers have chosen Evri as their delivery partner with the understanding that demand can be met. Yet seeing images from your depots with parcels being sorted on the street, and reading endless social media posts about missing deliveries, suggests that this is far from the case.’
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