Evri criticised over 'widespread delivery failures' in Somerset

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https://www.somersetlive.co.uk/news/som ... y-10708435

Evri says it 'provides a fast, reliable, and cost-effective delivery service, and will deliver about 900 million parcels this year to over 25 million households'

A Somerset MP has called on Evri to investigate "widespread delivery failures" in the run-up to Christmas.

Evri – part of the German-owned Hermes Group – has been heavily criticised on social media in recent weeks, with residents claiming that parcels were not arriving on time or were being delivered in unsuitable locations (such as being flung into gardens or left in the pouring rain).

Gideon Amos, the Liberal Democrat MP for Taunton and Wellington, has asked his constituents to provide evidence of their delivery mishaps – generating a mixed reaction from local residents.

While Sarah Dyke, his Glastonbury and Somerton counterpart, has now written to Evri's chief executive to demand an "urgent investigation into surging numbers of local parcel delivery failures", both in her constituency and across Somerset.

She wrote: "I am writing on behalf of constituents in Glastonbury and Somerton, many of whom have contacted me recently regarding the failure of your delivery service to deliver their parcels on time to the requested place.

"Many have told me that they struggle to identify the location of their parcels from a photo that is not their front door.

"With the Christmas season upon us, I fully appreciate the additional pressures placed on your operations.

"However my constituents in Glastonbury and Somerton, your customers, rely on the safe and secure delivery of their parcels.

"Having paid for the service, it is reasonable that they experience reliable and accurate service as a minimum expectation.

"I am requesting that Evri urgently investigates the concerns raised to swiftly solve the issues my constituents have encountered.

"I would also like you to reaffirm what changes you intend to make going forward to prevent continued service failures."

Evri has been the subject of a recent undercover investigation by the BBC's Panorama programme, which highlighted numerous ways in which Evri couriers have "cut corners" to ensure they were paid – and claimed many were working for less than the minimum wage.

Ms Dyke said: "While no doubt there are dedicated, hard-working Evri delivery drivers, who are going to great lengths to make sure customers are receiving their parcels safely and on time, the number of mis-deliveries reported lately is simply unacceptable.

"This appears to be a nationwide problem this year. I urge the company's leadership to review their processes and ensure that customers receive the service they deserve."

Numerous residents in the Taunton and Wellington area have already responded to Mr Amos' call for evidence on his official Facebook page on Monday (December 15).

Robert Darnell, who lives in Kingston Road in Taunton, said: "They are the worst courier in the world.

"l have always had real problems with them leaving parcels on the doorstep (despite a note on the door advising where a safe place is located) in the pouring rain, in full view of the public."

Councillor Sarah Wakefield, who represents the Blackdown and Neroche division, added: "Our usual deliverer is very good, but I have complained to them about a recent parcel chucked at the very bottom of our drive, almost on the road.

"I only picked it up as I thought it was dropped litter."

Others, like Louise Winborn, took a more positive view, stating: "My Evri driver in Wellington is brilliant.

"He knows where the safe place is to leave parcels and even tries to deliver quietly so not to disturb the dog."

Evri released a statement on its official website in response to the Panorama investigation, saying that the BBC "cherry-picked and skewed cases that do not reflect who we are or the dedication of thousands of local couriers serving their communities everyday".

The statement added: "Evri provides a fast, reliable, and cost-effective delivery service, and will deliver about 900 million parcels this year to over 25 million households through its 34,000 self-employed couriers who choose to work for us and are attracted by flexible work in their communities.

"Our benchmark-setting delivery rates, which exceed punctuality targets of many other industries, and exceptional growth are driven by our strong investment and the trust placed in us by customers ranging from small businesses to major high street retailers.

"We have an industry-leading and GMB-backed pay scheme for our regular self-employed couriers which offers pensions and holiday and sick pay.

"Evri couriers generate earnings significantly above the national living wage, with average earnings exceeding £20 per hour, and our model was approved by HMRC after a multi-year review. Despite requesting details, Panorama did not provide specific information on pay to review these claims, as part of a fair right of reply.

"If any courier has concerns about their pay or working conditions, we have clear, rapid processes to address them and work closely with the GMB to listen and act and have a history of constructive engagement that has led to improvements for couriers.

"We take health and safety very seriously, and where there is a risk that our standards are not fully met, we audit sites to check safety and compliance.

"Parcels are labelled by clients, such as retailers, not Evri, and 99.2 per cent of all parcels are correctly banded. Couriers can request checks and upgrades via the courier app if they think a parcel has been misbanded.

"We have also invested in proactive processes which identifies any misbands and correct rates.

"We introduced a new small packet rate in February 2025 in response to competition in the market – with the clear intention that couriers will benefit from increased volumes from this change.

"At a time when many companies are reducing headcount and unemployment is growing, we're proud to be creating thousands of opportunities – and last week announced we will create an additional 2,500 jobs, including courier roles."

Have you experienced issues with your Evri deliveries? Please get in touch, preferably with photographic evidence, by emailing Daniel.Mumby@newsquest.co.uk.