Parcel firm Evri apologises for Christmas delays

Some people are still waiting for Christmas parcels

Author: Chris MaskeryPublished 11th Jan 2023

Evri, which used to be known as Hermes, has apologised to customers who are still waiting for parcels that should have arrived by Christmas.

The firm said staff shortages, Royal Mail strikes and bad weather have contributed to the problems and it is working to sort them out.

An Evri spokeswoman said: ā€œWe are sorry that some customers are experiencing short, localised delays in receiving their parcels.

ā€œWe 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.

ā€œDespite 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.

ā€œIn 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.

ā€œHowever, in the unlikely event that a parcel hasnā€™t been delivered within 10 days, we would advise customers to contact their retailer/seller who will in turn contact us if necessary.ā€

Evri delays brought up in parliament

During Prime Ministerā€™s Questions on Wednesday, Labour MP Carolyn Harris questioned whether Evri should be investigated over its ā€œpoor customer service and working conditionsā€.

The MP for Swansea East said: ā€œDoes 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?

ā€œHis ministers in BEIS (Department for Business, Energy and Industrial Strategy) think not. But Iā€™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.ā€

Prime Minister Rishi Sunak said: ā€œI 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.ā€

In December, Ms Harris accused the courier of causing ā€œmiseryā€ to people in the run-up to Christmas.

In a letter to Evri chief executive Martijn De Lange, Ms Harris called for an ā€œurgent explanationā€ for the firmā€™s ā€œinadequateā€ service, with parcels being delayed, cancelled and in some cases going missing.

It follows Evri, formerly known as Hermes, being 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.

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