How to Complain to Evri: Complete Guide to Actually Getting Results

Key Takeaways

• Know your rights: If you’re the buyer, the retailer is responsible, not the courier
• Start with official channels: Use Evri’s chatbot, phone line (0330 808 5456), or tracking page first
• Document everything: Photos, tracking numbers, and communication records are your best friends
• Escalate when needed: ADR services, chargebacks, and small claims are available if initial complaints fail
• US shoppers: You’ll deal with Evri International for complaints about packages from UK retailers

Introduction

Okay, let’s be real for a second. If you’re here reading this, you’re probably frustrated. Maybe your package never showed up, arrived looking like it went through a demolition derby, or the tracking says “delivered” but there’s absolutely nothing on your doorstep. Been there, done that, got the cranky text messages to prove it.

Evri (which used to be called Hermes UK, in case you’re wondering why some people still call it that) handles millions of parcels across the UK and internationally. Most of the time, things go smoothly. But when they don’t? Oh boy, it can feel like you’re shouting into the void trying to get someone, anyone, to help.

Here’s the thing though: complaining to Evri doesn’t have to be a nightmare. You just need to know the right steps, the right channels, and honestly, a few insider tricks to actually get through to a human being. Whether you’re in the UK dealing with a local delivery or you’re here in the US waiting for a package from across the pond, I’ve got you covered.

In this guide, I’m walking you through everything you need to know about how to complain to Evri, how to escalate when you’re getting nowhere, and what your actual rights are. Let’s take a look…

First Things First: Are You Even Supposed to Complain to Evri?

Before you spend an hour battling with a chatbot, you need to figure out if Evri is actually who you should be contacting. This is super important because going to the wrong place first just wastes your time.

If You Bought Something Online

Here’s a truth bomb: the retailer is responsible for getting your order to you safely. Not the courier. That means if you ordered a new pair of boots from ASOS or a gadget from Amazon, and Evri messed up the delivery, your first port of call should be the company you bought from.

Contact the retailer and tell them:

• Your order never arrived
• It arrived damaged
• It was delivered to the wrong address

They’re legally required to sort it out, either by sending a replacement or issuing a refund. They’ll deal with Evri on their end to claim compensation if needed.

If You Sent a Parcel

Different situation entirely! If YOU sent the parcel through Evri (maybe you sold something on eBay or Vinted, or you’re shipping a gift to family), then yes, you absolutely should complain directly to Evri. You’re their customer, so they need to answer to you.

Marketplace Parcels (eBay, Vinted, etc.)

This one trips people up all the time. If you sold something on eBay and bought your shipping label through eBay, you might actually need to complain to Packlink, not Evri. eBay labels often go through Packlink as an intermediary, which means they handle the complaint process.

For Vinted sellers, you’ll need to raise complaints through the Vinted app. Vinted manages all delivery issues with their courier partners, including Evri.

How to Complain to Evri: Your Contact Options

Alright, so you’ve confirmed that Evri is definitely who you need to talk to. Here are all the ways you can reach them, ranked from easiest to most involved.

Option 1: The Tracking Page & Rate My Courier Feature

This is actually one of the smartest ways to complain because it’s tied directly to your specific parcel.

When you get your delivery notification email or check your tracking, you’ll see a “Rate My Courier” option. If your parcel is missing or there’s a problem, rate the delivery 1 or 2 stars and select “I haven’t got my parcel” (or whatever applies to your situation).

Evri will then offer you a callback or email from the local depot customer service team, usually within 24 hours. This gets you connected to people who can actually investigate what happened with your specific courier.

Option 2: Online Chat (The Chatbot and How to Beat It)

Go to the Evri Contact page and you’ll find their chatbot. Fair warning: this thing can be incredibly frustrating. It’s designed to answer common questions, but when you have a real problem, you need a real human.

Here’s a trick that actually works (shared by fed-up customers on forums): when the chatbot asks for your tracking number, give it the tracking number of a parcel that was already delivered successfully with no issues. Then click “there is a problem.” The bot gets confused and will often transfer you to a human advisor because it doesn’t compute why you’re complaining about a successfully delivered parcel. Once you’re connected to an actual person, you can give them your real tracking number and explain the actual problem.

Is this a bit sneaky? Maybe. Does it work? Yep.

Option 3: Phone Line

You can call Evri at 0330 808 5456. The lines are typically open Monday to Friday, 8am to 4pm, and Saturday, 8am to 2pm.

Have your tracking number ready because you’ll go through an automated system first. The phone system can also be frustrating (sensing a theme here?), but some people have better luck actually speaking to someone this way.

For US callers: You’ll need to dial the international code first: +44 330 808 5456. Be aware this is a UK number, so check with your phone provider about international calling rates.

Option 4: Email

Evri doesn’t make their email super accessible, but you can try customersolutions@evri.com. However, they really push people toward using the chat and phone options first, so email responses can be slow.

Option 5: Written Complaint

Going old school? You can send a formal written complaint to:

Evri Executive Office
Capital House
1 Capital Boulevard
Morley, Leeds
LS27 0WH
United Kingdom

This is especially useful if you’ve exhausted other options and want everything documented in writing. Send it via recorded delivery so you have proof it was received.

What Information You’ll Need

Before you contact Evri through any channel, gather these details to make the process smoother:

• Tracking number (looks like H044CA0012345678)
• ParcelShop receipt number (if you dropped it off, looks like P1234567)
• Calling card number (if the courier left one)
• Photos of damage (if applicable)
• Screenshots of tracking updates
• Dates and times of when issues occurred
• Description of the item and its value

The more information you have, the better. Evri deals with hundreds of thousands of parcels, so specific details help them actually find and investigate yours.

Common Evri Complaint Scenarios (And What to Do)

Let me break down the most common problems people face and how to handle each one.

“My Tracking Says Delivered But I Don’t Have My Parcel”

This is THE most frustrating situation. The first thing to do is check with neighbors, safe places around your property, and anyone else who might have accepted it on your behalf.

If you’ve checked everywhere and still nothing:

1. Use the “Rate My Courier” feature from your tracking page (give it 1 star and select “I haven’t got my parcel”)
2. Request a callback from the local depot team
3. They’ll contact the courier to find out where they actually left it
4. If it’s been more than 5 days since the “delivery,” Evri will likely tell you to contact the sender

Pro tip: Take photos showing your delivery area and any instructions you had for the courier. This helps if you need to escalate.

“My Parcel Is Late”

If your parcel hasn’t arrived by the estimated delivery date:

• Contact Evri via the website chat within 5 days of the expected delivery
• After 5 days, they’ll probably tell you to contact the sender for a refund or replacement
• The sender can then claim compensation from Evri

According to Evri’s own stats, 92% of complaints are resolved within 3 business days, so hopefully, you’ll get answers quickly.

“My Parcel Arrived Damaged”

Take photos immediately! You’ll need visual evidence of:

• The outside packaging damage
• The item itself
• Any Evri labels or barcodes still visible

Then contact Evri with your tracking number and explain what happened. If you’re the sender, you should be entitled to compensation. If you’re the recipient, contact the retailer who sent it.

Consider insurance: If you’re sending valuable items through Evri, always add compensation cover at the time of booking. It’s worth the extra few dollars or pounds to protect yourself.

“Evri Never Collected My Parcel”

This is super annoying, especially when you’ve taken time off work to wait for pickup. Contact Evri immediately through their chat or phone line and rebook collection. Keep records of every missed collection attempt because this is grounds for a refund of your shipping costs.

Escalating Your Complaint: When the Usual Channels Fail

So you’ve tried the chatbot, you’ve called, you’ve emailed, and you’re getting nowhere. What now?

Step 1: Request Escalation to Customer Resolution Team

When you speak to someone (whether via chat or phone), explicitly ask for your complaint to be escalated to the Customer Resolution Team. Make it clear that the initial responses haven’t resolved your issue and you need higher-level intervention.

Step 2: Contact the CEO’s Office

Evri’s CEO is Martijn de Lange. You can email the executive office at Martijn.DeLange@hermes-europe.co.uk (this email may change to @evri.com in the future, but the old domain still works as of 2025).

Now, will the CEO personally read your email? Probably not. But executive office complaints do get attention from senior staff who have more authority to actually fix problems and issue compensation.

Keep your email professional, factual, and clear. Include:

• Your tracking number
• Timeline of events
• What you’ve already done to resolve it
• What resolution you’re seeking
• Any financial impact on you

Step 3: Alternative Dispute Resolution (ADR)

If you’re really stuck, you can use an approved ADR service. These are independent organisations that help resolve disputes between consumers and businesses. Check the Chartered Trading Standards Institute list for approved ADR providers.

ADR is free or low-cost for consumers, and businesses are required to participate in good faith. It’s a good middle step before legal action.

Step 4: Payment Protection

If you paid for your delivery by card, you have some powerful protections:

Chargeback: Available for both debit and credit cards. If the service wasn’t provided as promised, you can ask your bank to reverse the payment. You typically need to do this within 120 days of payment.

Section 75: For credit card purchases between £100 and £30,000, your credit card company is jointly liable with the retailer/service provider. This is a really strong protection.

Contact your bank or credit card company’s disputes department and explain the situation.

Step 5: Small Claims Court

As an absolute last resort, you can take Evri to small claims court. In the UK, you can make a claim online through Money Claim Online.

This is usually for situations where:

• You’ve suffered a financial loss
• You’ve tried every other avenue
• The amount is significant enough to warrant the time and small filing fee

Complaining to Evri from the United States

Okay, so here’s where it gets a bit trickier for my fellow Americans. Evri is primarily a UK company, but they do handle international deliveries through Evri International. You might encounter them if you’ve ordered something from a UK-based online store.

How to Complain from the US

1. Start with Evri International: Visit international.evri.com and use their international complaints portal
2. Call the UK number: You’ll need to dial +44 330 808 5456 (remember the international dialing code and check your calling rates)
3. Email: Try customersolutions@evri.com with “International Delivery Issue” in the subject line
4. Time zones: Remember the UK is 5 to 8 hours ahead of US time zones, so plan your calls accordingly

Important for US Customers

If you BOUGHT something from a UK retailer, your first step should always be to contact that retailer. They’re responsible for getting the item to you, regardless of which courier they use. UK consumer protection laws require retailers to handle delivery problems.

However, if YOU sent something TO the UK using Evri International, then you’ll need to go through Evri’s international complaints channels directly.

Tips for Actually Getting Results

After researching dozens of Evri complaint experiences, here are the strategies that actually work:

Be Polite But Firm

I know you’re frustrated. Trust me, I get it. But being rude to customer service agents usually makes them less motivated to help. Be professional, state the facts clearly, and explain what resolution you expect.

Document Everything

Keep a complaint diary with:

• Dates and times of every contact
• Names of people you spoke to
• What was said
• Reference numbers
• Screenshots and photos

This documentation is gold if you need to escalate or take legal action.

Use Specific Language

Instead of saying “my parcel is lost,” say “Parcel tracking number H044CA0012345678 shows delivered on November 5th at 2:34pm, but no parcel was received. I have checked with all neighbours and safe places. I require either redelivery or full refund of £45.99 by November 15th.”

Being specific about what you want and by when makes it harder for them to fob you off with vague responses.

Mention Regulations and Rights

Drop in phrases like “under Consumer Rights Act 2015” (if you’re in the UK) or “as per your terms and conditions.” This signals that you know your rights and aren’t going away easily.

Use Social Media (Sometimes)

While Evri officially says they don’t handle complaints via social media, some customers have gotten responses by tweeting at them or messaging their Facebook page. It’s worth a shot if other channels are failing, especially if you keep it factual and professional.

Alternatives to Evri

Look, sometimes a courier company just doesn’t work for you. If you’re constantly having problems with Evri, here are some alternatives to consider:

• Parcel2Go: Price comparison site where you can choose from multiple couriers
• DPD: Generally has good tracking and reliable delivery
• Royal Mail: More expensive but often more reliable for important items
• DHL: Great for time-sensitive or valuable parcels
• Yodel: Another major UK courier option

When you’re shopping online, some retailers let you choose your preferred courier at checkout. It’s worth paying a bit extra for peace of mind if you’ve had bad experiences with a particular company.

What About Compensation?

If your parcel is lost or damaged, you may be entitled to compensation. Here’s how it works:

If You’re the Sender

You should be able to claim compensation up to the value of the parcel. Standard Evri compensation is usually capped (often around £20 to 50 for standard parcels), which is why buying additional insurance is so important if you’re sending anything valuable.

To claim:

1. Report the loss or damage immediately
2. Provide proof of value (receipts, screenshots from online listings, etc.)
3. Submit any photos of damage
4. Fill out any claims forms they provide
5. Follow up regularly

If You’re the Recipient

Contact the sender/retailer. They’ll handle the compensation claim with Evri and should refund you or send a replacement. You shouldn’t be out of pocket.

Frequently Asked Questions

Does Evri have a phone number for US customers?

Evri uses the UK phone number 0330 808 5456. From the US, you’ll need to dial +44 330 808 5456. Be aware this is an international call. For international parcels, it’s often easier to use their online contact form at international.evri.com.

How long does Evri take to respond to complaints?

According to Evri, 92% of complaints are resolved within 3 business days. However, many customers report it takes longer in practice, especially for international shipments which can take up to 30 days.

Can I get a refund if my Evri parcel is lost?

If you’re the sender, yes, you should be able to claim a refund or compensation. If you’re the recipient, contact the retailer you bought from for a refund or replacement.

What if Evri won’t respond to my complaint?

Escalate to the CEO’s office, use an ADR service, consider a chargeback through your bank, or as a last resort, use small claims court. Also try complaint platforms like Resolver or Complain.biz which can add pressure.

Is Evri the same as Hermes?

Yes! Hermes UK rebranded to Evri in 2022. They’re the same company, just with a new name. Some people still call them Hermes out of habit.

What is a CUB01 parcel?

CUB01 parcels are ones that Evri can’t identify because the sender information is missing or unclear. If you have issues with a CUB01 parcel, you’ll need to contact Evri customer service with your tracking number so they can investigate.

You CAN Get Results

Here’s the bottom line: complaining to Evri can be frustrating, but it’s not impossible. The key is knowing the right channels, having your documentation ready, and being persistent.

Start with their official channels (chat, phone, tracking page), escalate if needed, and don’t be afraid to use external resources like ADR services or your credit card company if you’re not getting anywhere.

Most importantly, remember that if you BOUGHT something, the retailer is responsible for sorting it out, not you. Don’t waste hours fighting with Evri when one quick email to the company you ordered from will get you a replacement or refund much faster.

Have you dealt with Evri and actually gotten results? Drop your tips in the comments because we all need to help each other navigate this stuff. And if you’re about to order something online, maybe check out my post on [choosing the best delivery options] to avoid courier nightmares in the first place!

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Useful External Links:

• Evri Official Complaints Procedure – Direct from the source
• UK Consumer Rights Act Information – Know your legal rights
• Chartered Trading Standards Institute ADR List – For escalating disputes

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