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Customers report undelivered parcels despite delivery confirmations
Residents in the Hampshire village of Twyford discovered their parcels had vanished despite receiving delivery notifications from courier firm Evri. Becky, who ordered a Barbie doll for her daughter, found no trace of the package-only an unrecognizable photo sent as proof of delivery. Her neighbor Jonathan faced a similar issue when a tool delivery notification showed a parcel inside a car, but nothing arrived.
Undercover investigation reveals systemic issues
A BBC Panorama probe, including an undercover journalist posing as a courier, uncovered growing concerns about Evri's service. The company, a leading UK delivery firm, ranked lowest in customer satisfaction and highest for undelivered parcels in a recent Ofcom survey of 11 major couriers. Amazon and FedEx topped the same survey.
Evri disputes Ofcom's findings, but 30 current and former workers told the BBC that mounting pressure on couriers is driving service failures. One courier described the workload as unsustainable: "They have to deliver so much volume now for decent pay."
Pay cuts and mislabeled parcels squeeze couriers
Dave, a former Evri courier of six years, left the company after January's rate changes slashed his earnings. He estimated the new rates-including a lower "small packets" fee-would pay him just £10 an hour, below the £12.21 minimum wage for workers over 21. Another courier reported earning as little as £7-£8 hourly after fuel and vehicle costs.
Evri's legal director, Hugo Martin, told MPs in January that couriers earn "well above" minimum wage. However, Labour MP Liam Byrne, chairing the committee, called for Evri to return to Parliament, citing "categorical assurances" that now appear questionable. A cross-party group of MPs separately raised concerns about Evri's delivery record last week.
Evri responded that couriers "generate earnings significantly above the National Living Wage," with average pay exceeding £20 an hour. The company attributed pay variations to local market competition.
Couriers allege shortcuts to meet targets
Couriers reported that Evri's "small packets" rate-paying as little as 35p per delivery-has eroded earnings. Some claimed large items, like flatpack furniture, were mislabeled as small packets, costing them higher fees. Evri said 99.2% of parcels are correctly labeled and couriers can request reclassifications via an app.
A veteran courier told the BBC that colleagues were "cutting corners" to meet volume targets, leading to lost parcels. "Piles of parcels are found in hedges," he said. The undercover reporter, "Sam," was advised by a coworker to "find a safe place and leave it there" to avoid redelivery penalties.
Industry-wide delivery failures
Ofcom data shows 7% of Evri customers reported undelivered parcels between January and July-nearly double the 4% industry average. Delays were also more frequent, with 14% of Evri parcels arriving late versus 8% across the sector.
Evri, rebranded from Hermes UK in 2022 and owned by Apollo Global Management since 2024, delivered 900 million parcels last year. Its pre-tax profit nearly doubled to £120 million in 2023-24. One courier accused the company of "making a fortune off couriers' backs."
Local action and resolutions
After Becky's spreadsheet tracked nearly 90 missing parcels in Twyford, police arrested a suspect but filed no charges. Evri called the incident isolated and said it took "prompt action." The company emphasized real-time courier tracking and mandatory photo proof for deliveries.
Becky received a refund for the Barbie doll, while Jonathan's tools were replaced by the seller. Both incidents highlight broader frustrations with Evri's service as the UK enters its busiest delivery season.
