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Ofcom's best and worst couriers survey


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No surprises at all. When I get Evri tracking details for something, my heart fills with dread. I've had so many things marked as 'lost' with them, some fairly high value. I know that companies will build in a certain amount of courier loss to their pricing, but I do wonder how much they are actually saving by using Evri to save a marginal amount per delivery. I wonder if someone has actually run the numbers?

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1 minute ago, geoham said:

No surprises at all. When I get Evri tracking details for something, my heart fills with dread. I've had so many things marked as 'lost' with them, some fairly high value. I know that companies will build in a certain amount of courier loss to their pricing, but I do wonder how much they are actually saving by using Evri to save a marginal amount per delivery. I wonder if someone has actually run the numbers?

Probably, but I wonder if they've factored in the aversion to Evri that may make people stop buying things from them if they keep using Evri as a courier

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3 minutes ago, asingardenof said:

Probably, but I wonder if they've factored in the aversion to Evri that may make people stop buying things from them if they keep using Evri as a courier

It's a really good point. Positive delivery experiences definitely make me more likely to use a company - simple things like providing you a delivery slot in advance and sticking to it. I'm not the type to say I won't order from a company that use Evri, but I have a few examples of companies where Evri have 'lost' things that I haven't purchased from again.

 

I know the retailers will always make things right eventually, but it's the inconvenience I can't be dealing with. Like, I purchased a lawnmower and strimmer set in the summer. Arranged to work from home so I was in for it. Doesn't turn up, it's status is 'delayed'. It will allegedly be with me the next day. Several interactions with Evri's online support, two emails and a call to the retailer and I eventually get my delivery about 10 days after it's original delivery date via a different courier. I can't fathom how such large boxes get 'lost' by couriers when everything is tracked by technology

 

The company is almost certainly out of pocket, and I'm not buying from them again. 

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My last Evri delivery was two parcels. I got an email saying delivered so I looked outside... A car arrives and gives me a bass. Great. But where was the other parcel..... Delivered a few houses down. No idea why. 

 

I like the ones where you get a uniformed driver in a branded van, because typically they are regular staff who might just be paid a reasonable wage. When it's anybody with a car paid £0.05 per delivered parcel you really are taking a risk.

Edited by uk_lefty
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I'm in a fortunate position because our Evri delivery person is local (lives on the same estate, is part of the estate's FB group, son goes to the same school as mine) and, most importantly, competent, so I haven't had any issues where I am at the moment. You can always tell the usual person is on holiday because that's when the typical Evri-ness creeps back in.

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If your local Evri driver is a good one then the only issue is that once a parcel disappears into Evri's maw, it could take anything between a week and a fortnight for it to reappear. I happen to be on a FB group for a Cornish village I go to annually, and their Evri driver posted to the group saying he'd had to have a little time off due to a personal situation and that he was aware of some complaints about the replacement driver, and if people had any issues with deliveries then contact him and he'd contact his boss to get the issue resolved. So some of them go above and beyond.

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4 hours ago, Count Bassy said:

The graphic in that article is a bit misleading as they use a different scale for the Safisfied and dissatified sides.

Eg. The royal mails Bar for satisfied (47%) is the same length as  its "Disatisfied" bar (27%).

Yeah, that's a bit shocking.

I work for Royal Mail mainly on parcels, so I'm an interested party. I'd say that the higher the expectations a courier puts on the packaging, the better. We get asked to handle all kinds of shit packaging. Paper envelopes, bin bags, heavy stuff loose in boxes, overstuffed bags that come apart. It's not surprising when these packages fail.

I'd also say that 9 out of 10 of my colleagues are trying their best. But, like with politicians, bankers, policeman, the few that are either shit or malevolent cause a lot of damage, and are very difficult to get rid of.

Edited by Manwithvan
repetition
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I live on a new estate and it won't be fully complete until next year, although my part is now fully occupied. The house numbering is very 'creative'. The community FB group has endless 'anyone know where this is' for a parcel delivered who knows where. We did have an issue with Evri with one delivery person, but others, including the current ones, have been OK. I think that's down to them living locally, they're on the FB group, and are contactable. I've had no issues with RM. I get random issues with the big ones like DPD, DHL etc - most of the time they're OK but they'll suddenly go off piste. I have a parcel box by the door which helps I think.   

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12 hours ago, Count Bassy said:

 

I think they conuse "Lost" with "Stolen"

It's difficult to not assume so when things like bass strings and cycling tops always get delivered on time, but a disproportionate number of high value deliveries vanish.

 

I just can't quite figure out the scam... in some cases, you can see the item has been scanned in to a local depot, then just vanishes. Is nobody questioning why on the same day that a designer handbag didn't get scanned on to a van, that someone is leaving the premises with a similarly sized package? Dealing with lots of readily saleable items and an ever changing workforce, I'd expect fairly high security.

 

In others, the item has been scanned on a van, and the status changes to 'delayed' at some point during the day and the item never arrives. I don't imagine a van driver could get away with just keeping something and not deliver or return it to the depot in such cases.

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The survey pretty much reflects my experience, although twice now I’ve had Amazon deliveries of ‘tech’ where the manufacturer packaging was empty and the brown Amazon box intact (presumably the item was removed at the warehouse?). Luckily, Amazon believed me on both occasions and sent replacements - no idea how I could actually prove the boxes were empty if I had to 🤷‍♂️

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2 hours ago, Aunty said:

The survey pretty much reflects my experience, although twice now I’ve had Amazon deliveries of ‘tech’ where the manufacturer packaging was empty and the brown Amazon box intact (presumably the item was removed at the warehouse?). Luckily, Amazon believed me on both occasions and sent replacements - no idea how I could actually prove the boxes were empty if I had to 🤷‍♂️

I know Amazon get a lot of negativity from various angles. However, their deliveries almost always arrive when they say the will, and their customer service is typically fuss-free if something goes wrong.

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