Evri, the UK-based delivery company formerly known as Hermes, is suing the BBC for $1.2 million, alleging that a documentary broadcast last December damaged its reputation and led to lost contracts. The lawsuit, filed in the High Court, centers on a BBC Panorama program titled "Evri: Where's My Parcel?"
The documentary investigated the reliability of Evri's delivery services and included interviews with couriers who claimed they were paid below the minimum wage, an allegation Evri vehemently denies.
Evri stated that the "defamatory" claims in the program resulted in a loss of $1.2 million in contracts and is seeking an injunction to prevent the BBC from repeating these claims. The BBC has not removed the documentary from its iPlayer service, making it accessible to the public.
Criticism of Evri's service is not new. The company rebranded from Hermes several years ago, and social media was quickly filled with user-generated reasons for the name change, often highlighting concerns about missing parcels and delivery issues. Many customers report a "sinking heart" when Evri is listed as their courier.
Personal anecdotes shared by customers, including columnist Dominic Lawson, detail frustrating delivery experiences. Lawson describes parcels being left a quarter of a mile from his rural East Sussex home, or notifications of delivery through a letterbox that does not exist at his property. He notes that while Amazon and Royal Mail seem to manage deliveries to his address, Evri struggles.
Regulatory data indicates widespread dissatisfaction with Evri. A recent Ofcom survey showed that 41% of Evri's customers were dissatisfied with the service, the highest negative rating among couriers for the third consecutive year. Only 31% of customers reported satisfaction, and 14% experienced late deliveries, nearly double the national average of 8%.
Despite these criticisms, Evri remains commercially successful, handling approximately 900 million deliveries last year through retailer contracts. The company reportedly charges retailers less than competitors like Royal Mail, which may contribute to its large volume of business. However, some retailers have switched back to other services after facing numerous customer complaints about Evri deliveries.
Evri has disputed the accuracy of the Ofcom figures. The company maintains that the issues raised by the BBC are not representative of its overall service.