A delivery driver's unconventional method for fitting a parcel through a letterbox has drawn criticism after being captured on a doorbell camera. The incident, which occurred in Edinburgh, involved a driver standing on a package to make it smaller before pushing it through the opening.
Terri Hand, the recipient of the parcel containing earrings from Oliver Bonas, expressed her dissatisfaction not only with the damage to her item but also with Evri's customer service response. Hand stated she received a notification from her Ring doorbell while at a work meeting and later reviewed the footage.
In a social media post, Hand detailed her experience, noting that she initially filed a complaint with Evri citing parcel damage and mentioning the driver had stood on it. She received an automated email that acknowledged the damage but directed her to contact the seller, which she felt ignored the core issue. After replying with the video footage and requesting a representative, she reported hearing nothing further.
While acknowledging the pressures delivery drivers may face, Hand argued that the parcel could have been left in a safe place, given to a neighbor, or returned to the sender. She posted the video to a Facebook group dedicated to Evri, where many users shared similar negative experiences with the company. Some commenters offered a different perspective, suggesting that drivers often attempt to force parcels to fit to avoid returning them.
Hand confirmed that the earrings were "a little squished but ok." She also contacted Oliver Bonas, who provided her with a partial refund and refunded the delivery charge.
Evri later issued an apology, stating that the incident fell below their expected standards. The company confirmed that the third-party driver involved would no longer be delivering for them. Evri's customer service team reportedly contacted Hand to apologize for her experience. The company also noted that its couriers generally receive high customer ratings.
