BBC Breaking News: Courier company Evri has apologised after more than 80 customers across Lincolnshire and East Yorkshire contacted the BBC to complain about delayed deliveries, missing parcels, and poor customer service, reigniting concerns about the UK’s parcel delivery and courier services sector.
The complaints, raised through BBC Look North and local social media groups, highlight ongoing issues with parcel delivery services, including parcels marked as delivered but never received, difficulties contacting customer support, and alleged pressure on drivers to complete unrealistic delivery volumes.
Evri, one of the UK’s largest courier companies, said it was disappointed that some customers’ experiences had fallen below its standards, while maintaining that the majority of its 30,000 delivery drivers are hardworking and committed members of their local communities.
Growing Frustration With Parcel Delivery Services
Concerns about Evri’s last-mile delivery performance emerged after BBC Look North invited viewers to share their experiences with courier companies. While a small number of respondents praised individual Evri drivers for reliable and friendly service, the majority reported problems with deliveries failing to arrive despite being marked as completed online.
Customers from villages and towns across Lincolnshire described similar patterns: online tracking systems indicating successful delivery, but no parcel at the door, in a safe place, or with neighbours.
These issues have once again placed Evri under scrutiny in a highly competitive logistics and shipping industry, where customer trust and reliable delivery times are critical.
“It Isn’t Here”: Customers Speak Out
Ian Anderson, who lives in the village of Normanby by Spital in Lincolnshire, said he experienced problems with three separate parcels delivered by Evri.
According to Mr Anderson, one parcel was marked as delivered through Evri’s parcel tracking system, yet never arrived at his property.
“It isn’t here,” he said. “Problems with Evri have become so common in this area that I felt compelled to write to my MP.”
Mr Anderson said he believed retailers would eventually reconsider their choice of delivery partners if customer complaints continued.
“The future for Evri doesn’t look bright,” he added. “Retailers will catch on and stop using them.”
Villagers Describe Repeated Delivery Failures
In the nearby village of Faldingworth, four residents described repeated issues with courier delivery services, raising questions about reliability and accountability.
Bill Harwin, 72, said an £80 order of bed linen never arrived. He accused Evri of dishonesty after conflicting explanations were given to him and the online retailer.
“The seller was told the parcel had gone through the system but never reached the delivery driver,” he said. “Yet my tracking details showed it had been delivered six days earlier.”
“Somebody has been telling lies to somebody, and that’s unacceptable,” Mr Harwin added.
Ann Oliver, 71, said Evri’s performance had been “dire” after her parcel was marked as delivered on 2 December but never found.
Karen Jones, 62, said she now actively avoids retailers that use Evri after three parcels failed to arrive.
“I’ve been that frustrated,” she said. “I even felt like driving up to the CEO.”
Hannah Clark, 44, said five parcels had been affected in recent weeks, including deliveries marked as complete, cancelled orders, and refunds.
“Where are they?” she asked. “Have they been hidden, destroyed, or ended up under someone else’s Christmas tree?”
Evri Ranked Lowest for Customer Satisfaction
The complaints come amid poor performance results for Evri in industry surveys. In October, a study commissioned by communications regulator Ofcom examined customer satisfaction across nine major parcel delivery companies.
Evri ranked lowest, with a customer satisfaction score of just 31%, compared with Yodel’s 38%. The industry average stood at 47%.
The survey, based on feedback from more than 4,000 people, assessed how effectively delivery companies handled customer contact and complaints. Evri also finished at the bottom of the rankings in both 2023 and 2024.
The findings have raised concerns about whether courier service standards are keeping pace with the growth of online shopping and home delivery demand.
Former Courier Describes “Shocking” Conditions
A former Evri courier from East Yorkshire, who asked not to be named because he still works in the delivery industry, described his two months with the company as “shocking”.
He said he was paid per parcel and claimed that the pressure to deliver high volumes contributed to parcels going missing.
“You’d deliver at least 100 parcels per shift – it’s not doable,” he said. “If you’re rushing, you’re not going to take as much care as you should.”
He alleged that during training he was told to leave parcels in bins or throw them behind fences if customers were not home.
Evri denied this claim, stating that drivers are trained to identify safe locations such as secure porches, parcel boxes, or greenhouses.
The former courier also suggested delivery notifications may be sent prematurely to maintain performance records.
“I could only assume it’s to keep up the record of delivering on time,” he said.
MPs Raise Concerns Over Systemic Problems
The scale of complaints has prompted political intervention. MPs Diana Johnson (Hull North and Cottingham) and Emma Hardy (Hull West and Hessle) have written to Evri after receiving numerous complaints from constituents.
Graham Stuart, MP for Beverley and Holderness, raised the issue in the House of Commons, describing the problems as systemic rather than isolated incidents.
“There is something rotten in the state of Evri,” he said. “This is being driven by deeper operational issues and a shortage of drivers.”
Mr Stuart acknowledged that many residents had also praised hardworking local Evri couriers, but said broader regulatory questions may need to be considered.
“This is a market,” he said. “I hope Evri improves, or ceases to be in business in future.”
Evri Responds With Apology and Investment Claims
In response to the complaints, Evri issued an apology to customers whose experiences fell below expectations.
A spokesperson said the company had invested £57 million over the past year to improve operations, including the introduction of AI-powered parcel tracking technology designed to ensure parcels arrive safely and on time.
Evri said it delivers more than four million parcels every day nationwide, but acknowledged a shortage of drivers in Lincolnshire and East Yorkshire.
“Every parcel matters to us,” the spokesperson said. “We’re disappointed when a courier fails to care for a parcel as if it were their own.”
The company also defended its pay structure, stating that average courier earnings exceed £20 per hour, with a union-backed model guaranteeing minimum wages, holiday pay, and pensions for couriers working consistently.
Parcels Delivered After BBC Intervention
After the BBC contacted Evri directly with tracking numbers and customer concerns, parcels belonging to Ian Anderson and Karen Jones were successfully delivered.
While the deliveries resolved those individual cases, many customers remain concerned about long-term reliability and transparency within the UK courier and logistics sector.
Wider Questions for the Delivery Industry
The Evri complaints highlight broader challenges facing parcel delivery companies, including driver shortages, increasing delivery volumes, and customer expectations shaped by next-day and same-day shipping promises.
As online retail continues to grow, experts say courier companies must balance speed, cost, and service quality to maintain consumer trust.
For customers affected by delivery issues, the situation has reinforced the importance of reliable shipping services, clear tracking information, and responsive customer support.
Conclusion
Evri’s apology comes after sustained public pressure, political scrutiny, and poor customer satisfaction rankings. While the company insists it is investing heavily in technology and workforce improvements, customers across Lincolnshire and East Yorkshire say their experiences point to deeper operational problems.
Whether Evri can restore confidence in its courier services remains to be seen, but the complaints serve as a reminder that in today’s competitive delivery market, reliability and accountability matter as much as speed.
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