Before Christmas, my husband used eBay to sell two toys and went to the site to book Evri signature packages for delivery. The problem is that they did not arrive. In the past we have been able to claim every time a package has been lost but not this time.
We have tried to log in through the web, chat or customer service phone But it was in vain. Every time we give Evri the tracking number of our packages, the company says they can’t be found and to follow “our protocols” for lost packages.
Nowhere is there an option that allows us to claim the value. The situation is made worse by the fact that it is impossible to talk to a human. It’s essentially “the computer says no” and we’re left without recourse.
Ultimately, it’s not even the money we lost that’s galling. but rather the fact that Evri can just ignore us.
SA, Colchester
Evri, or Hermes as he used to be called, doesn’t have the best reputation. when it comes to delivering packages but in this case the story was a little more complicated.
It seems that if you book a delivery from Evri using the eBay platform, you are actually signing up with a company called Packlink, who, in this case, contracted with Evri to deliver.
This (sort of) explains why the Evri website didn’t recognize his reference numbers when he tried to claim.
Fortunately for you, and after I asked the company to explain it, Evri has now solved the case behind the scenes.
Packlink has reimbursed him for the loss, as it should have been, and has been paid a ‘goodwill gesture’ of £30, which he has generously donated to The Guardian.
Moral of the story for other eBay customers on this ship: Please contact eBay or Packlink instead of the final courier.
This probably needs to be clarified.
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