Evri has issued an apology to customers and announced continued investment in its delivery service in Northern Ireland, following a surge in complaints about missing and delayed parcels. This situation highlights critical issues in customer service and logistics, especially during the busy holiday season.
The New Depot and Its Teething Issues
In September, Evri opened a new £1.3 million depot in Mallusk, County Antrim. However, the GMB union, which represents some Evri staff, reported that the site had "teething issues" contributing to delays. Despite this, Evri claims to have delivered four million parcels since the depot's opening, with the "vast majority" arriving on time.
Customer Complaints and Social Media Outcry
Dozens of customers have taken to social media to share stories of lost deliveries and poor customer service in the run-up to Christmas. One customer, Leanne Flanagan from Portglenone, described her experience as "horrific." She ordered a Christmas present via Amazon, which used Evri as the courier, but the parcel went missing after arriving at a warehouse. Flanagan expressed frustration over the lack of human contact in customer support, stating, "I can't get talking to anyone in Evri at all. I can't get talking to a human being."
Business Impact and Local Concerns
The delivery issues have also affected businesses. TradePrintingUK, located near the new Mallusk depot, faced delays in receiving machinery parts from England, disrupting production. Design manager Mark Cairns noted, "We would think that we'd be one of the first drops, but we're not." As a result, the company now avoids suppliers that use Evri.
Similarly, Alison McNeilly from Ballyclare has struggled to receive pet food deliveries since her supplier switched to Evri, forcing her to buy more expensive alternatives from supermarkets.
Union and Company Responses
GMB stated that Evri's new super hub had "well-documented teething issues" but mentioned that the company opened two new units to ease pressure. After a constructive meeting with Evri bosses, the union looks forward to hearing about progress.
Evri responded to BBC News NI, apologizing for "localised issues" and emphasizing ongoing investment to expand the site, increase capacity, and bring in additional staff.
Consumer Advice for Dealing with Delivery Problems
The Consumer Council NI advises consumers experiencing parcel delivery issues to first contact the retailer, as the contract is with them, not the delivery company. If goods are not delivered, consumers can request a replacement or refund. If unsatisfied with the response, they can file a complaint and escalate it to the Consumer Council if necessary.
This case underscores the importance of reliable customer service and efficient logistics in maintaining consumer trust, especially during peak seasons like Christmas.
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