An incident involving an Evri delivery driver using an unconventional method to fit a parcel through a letterbox has drawn criticism from the recipient and highlighted customer service issues. Video footage captured by a Ring doorbell shows the driver standing on the package in an attempt to make it smaller.
Terri Hand, the customer from Edinburgh, expressed her dismay not only at the damage to the parcel, which contained earrings from Oliver Bonas, but also at Evri's subsequent customer service response. Hand, a safety and health co-ordinator, stated she was at work when she received a notification from her doorbell and later reviewed the footage.
She detailed her experience on LinkedIn, explaining that after the delivery on a Tuesday, she submitted an online complaint to Evri, selecting the 'parcel damaged' option and noting that the driver had stood on the parcel. She received an automated email the following afternoon, which she described as an AI-generated response, apologizing for damage and directing her to contact the seller, without addressing the core issue.
Hand replied with the video evidence and requested a representative contact her, but reported receiving no further communication. She acknowledged that drivers face pressure but argued that alternative solutions, such as leaving the parcel in a safe place, with a neighbor, or returning it, were available. "This is simply not good enough," she stated.
She also shared the video in a Facebook group dedicated to Evri, where responses varied. While many users expressed anger, some offered a degree of understanding for drivers trying to complete deliveries, with one commenter noting that if the parcel was not ultimately damaged, the driver's action might be seen as an attempt to avoid returning it to sender.
Hand reported that the earrings were "a little squished but ok." Following the lack of response from Evri, she contacted Oliver Bonas, who provided her with a partial refund and refunded the delivery charge.
An Evri spokesperson told the Daily Mail that the delivery was made by a third-party driver and did not meet the company's standards. The company confirmed that this driver would no longer deliver for Evri. The spokesperson added that Evri's customer service team had contacted Hand, apologized for her experience, and noted that their couriers generally receive high customer ratings.
