For the second year running, delivery firm Evri has been named the UK’s worst-performing parcel delivery company, with nearly half of its customers reporting issues.
According to Ofcom, the UK’s postal regulator, 44% of customers who used Evri in the last six months encountered delivery problems — the highest rate among all 10 companies assessed.
Formerly known as Hermes, Evri rebranded two years ago amid widespread criticism over parcel mishandling. Common complaints include delays, parcels left in incorrect locations, and delivery drivers failing to adequately notify recipients by knocking or ringing doorbells.
Ofcom’s findings, based on a survey of more than 4,000 customers, revealed that only 32% of Evri users were satisfied with how their complaints were handled. However, the company has shown some improvement; its satisfaction score for resolving complaints has increased from 26% in 2023 to 32% this year.
Evri’s spokesperson commented, “2024 has been a year of significant investment and listening to our customers to improve our service. Our ambition is that every customer’s experience with Evri is a positive one.” They noted that despite the challenges, Evri’s rising parcel volumes indicate ongoing trust from both customers and retail clients.
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