A MAN is “no longer” working as a delivery driver for Evri after a Llanrwst woman reported that he had taken one of her parcels.
Rhiannon Owen, 31, said she “hounded” Evri for two days after realising a £167 package from skincare company Sephora, bought as a Christmas present for her daughter, had been recorded as delivered when it had not been.
Analysis of her Ring doorbell footage, she said, showed that the Evri courier had delivered another parcel she was expecting – a birthday present for her niece - but then recorded that he had delivered both.
Mrs Owen said she is one of many residents in the area to have suffered this fate in the last few weeks.
She said: “On Monday (December 2), I got an Evri notification on my phone saying my niece’s birthday present and my Sephora package had been delivered. But when I opened the door, only my niece’s birthday present was there.
“The delivery driver didn’t ring the bell or knock; otherwise, I’d have gone straight out, because I was home.
“When I checked the cameras, I found he had only delivered one box, but ticked both and used the picture of the same box as evidence for both. He’d gone by the time I realised.”
Mrs Owen, a mother of four, said after attempting to contact Evri repeatedly, including by emailing its chief executive, she eventually received a call back from the company yesterday (December 5).
During this call, she was informed that the driver in question is no longer working for Evri.
She said she eventually received “only half” of the Sephora package she had ordered, and received a refund to account for the rest of it.
Mrs Owen added: “More than 30 people in Llanrwst have told me: ‘This has happened to me, as well’. It’s been a huge issue.
“We live in a rural area, so we do rely on delivery services. It’s so upsetting for everyone ordering Christmas presents.
“I feel upset and annoyed that Evri would hire someone like that. All of these parcels don’t just go missing.
“To get a response, I had to spend two days really having to be a nuisance to them. Had I not done that, I believe that driver would still be working for them.
“They’ve let our community down massively. I was so stressed that my daughter wouldn’t have some of her main presents on Christmas Day.”
Mrs Owen has also contacted North Wales Police about the matter, and wrote a letter of complaint to Evri’s customer services team demanding a “thorough investigation”.
In response to Mrs Owen’s comments, Evri offered her an apology, and confirmed that the driver is no longer working for the company.
An Evri spokesperson said: “Every parcel matters to us, and our people are working hard to deliver up to four million parcels a day, with more than 99 per cent successfully delivered on time.
“We do everything we can every day to deliver the best service for our customers and we work hard to understand what has happened when our usual standards are not met.
“We have spoken to Rhiannon to apologise for her experience and arrange a replacement.
“The driver no longer provides service for Evri.
“If a customer is not going to be home when expecting a delivery, we recommend using our app to choose a preferred safe place, neighbour, or to divert their parcel to a ParcelShop or locker.”