News Beat
Pensioner has empty box delivered by Evri instead of parcel
The worrying discovery happened in Hebburn in South Tyneside, where the 78-year-old woman had been given a box, only to discover that there was nothing in it and the item that was previously in there was missing.
Evri has apologised for the incident but highlighted that it aims to deliver all its parcels in a secure way and on time.
This example of delivery failures comes after MPs across the North East criticised Evri for notifications that deliveries have been attempted when they hadn’t, packages left in unsuitable locations, delays to paid-for next-day delivery services, and difficulty accessing customer services to complain.
One of the MPs who has criticised the courier is Kate Osbourne, who covers Jarrow and Gateshead East, and the MP for the pensioner who allegedly had her items stolen.
She said: “I am regularly contacted by constituents who have had issues with Evri, including someone in Hebburn who contacted me just before Christmas, as Evri had delivered an empty box to her 78-year-old mum, the contents had clearly been stolen, yet they still took a picture of it to show it being delivered.”
The MP added that there was a “systemic problem” with the delivery service that had to be corrected.
She added: “The way drivers and customers are treated by Evri needs addressing, people deserve better, especially at Christmas when they are waiting for presents and can’t afford to wait months for refunds.”
The Jarrow and Gateshead East MP isn’t the only one to criticise Evri, with Hartlepool MP Jonathan Brash also speaking out against the company.
He has called for Evri to “reflect upon this practice and improve accordingly”.
He added: “For people who work long hours, have mobility issues, or rely on deliveries for essentials, this isn’t a minor inconvenience; it’s a real source of stress and cost.
“Delivery companies operating in Hartlepool and across Teesside must take responsibility for the standard of service they provide, make it easier for customers to raise and resolve complaints, and ensure parcels are delivered safely and properly, not just ticked off as ‘delivered’.”
Across the UK, other MPs have also called for Evrei to do better.
Caroline Dinenage, who represents Gosport, called on Evri to launch a full investigation into the handling of parcels in her constituency.
Dame Caroline said she had received “numerous reports” of packages being abandoned on front steps.
She said: “There are many reliable delivery drivers who do their job with great care, so it is incredibly frustrating for them, and people relying on timely Christmas deliveries, when a handful can’t be trusted.
“I have written to the CEO of Evri requesting a full investigation.”
Evri has since apologised to all of the affected customers and insisted that it delivers the majority of its parcels successfully and on time.
An Evri spokesperson said: “We’re sorry to hear about any customers who have experienced issues in the North East, and we take these concerns seriously. Every parcel matters to us, and we work hard to ensure deliveries are made in good time and in good condition.
“Across the UK, our 34,000 self-employed couriers deliver around four million parcels every day, and the vast majority arrive successfully, on time. We know how important parcels are, especially during the festive season, which is why we invested £57 million last year to strengthen our operations and improve service.
“Whilst the cases highlighted do not reflect the experience of most customers, we understand the frustration when things go wrong.
“In line with the Consumer Rights Act, customers should raise any delivery issues with the retailer, and we work closely with them to resolve matters quickly, whether that means a refund or replacement.
“We’re proud that ratings show our couriers score an average of 4.6 out of 5 stars, and Evri has more than four million five-star reviews on Trustpilot.
“We’ve also been recognised by Citizens Advice for making the biggest improvement in service since 2021, and we remain committed to continuing that progress.”
