London Daily

Focus on the big picture.
Monday, Sep 08, 2025

Evri says sorry for parcel delays in run-up to Christmas

Evri says sorry for parcel delays in run-up to Christmas

If you've been waiting ages for an online order to arrive, you're not alone.

Companies including ASOS, H&M and JD Sports have been getting hundreds of tweets asking: "Where's my stuff?"

A lot of anger seems to be aimed at courier Evri, with some complaining of packages stuck at depots for a week or more.

It says it's delivering more than 3 million parcels daily and working to get items to people before Christmas.

But quite a few customers say they've not been among those lucky ones and have faced "unacceptable" waits for items.

A common complaint is that Evri's tracking tool says their order has been delayed - followed by no further updates for days.

Others have complained of paying for next-day delivery and not getting it.

And a few say their items have been marked as lost after going missing - only for their replacements to suffer a similar fate.


'Incredibly frustrating'


Lucy Hall, 29, from South London, says her parcel containing her Dad's Christmas present has been stuck outside a depot for the past week and a half.

She placed the order on 23 November.

"I knew it was Black Friday coming up so it might arrive a bit later," she says. "I got a confirmation email straight away from the seller so I thought it was all fine.

"Then two days afterwards I saw a message saying Evri had the parcel - then I knew it wasn't going to go well."

Lucy would like sellers to declare which courier they work with - and says she would avoid buying from those using Evri in future online shopping.

"I don't know if I'm ever going to get this parcel," she says. "I've not been able to speak to a real human being just to explain what has happened.

"I'm now thinking am I going to lose money if I have to buy it twice, or should I wait and risk my Dad not getting a Christmas present?

"It's incredibly frustrating and it's extra stress I don't need."

What does Evri say?

Evri - which used to be known as Hermes - told BBC Newsbeat it was "sorry customers in certain local areas are experiencing short delays in receiving their parcels".

It said the delivery sector was experiencing higher than normal demand "driven in part by the Royal Mail strikes".

Couriers for companies such as Evri have not gone on strike, but it's thought more sellers are using them while postal action continues.

Evri also says it's experiencing "final-mile staffing shortages" - a lack of drivers - in some areas.

Customers have complained that Evri's online help service is no use, and that getting hold of staff by phone or e-mail is extremely difficult.

Evri says customers with concerns about a delivery should contact the seller first.

The company adds that its local teams "are working hard to ensure that any delayed parcels will arrive before Christmas".

Lots of customers say they've been seeing this message


What do retailers say?


BBC Newsbeat approached some major companies to ask what was going on with deliveries.

Of those who replied, most said the sheer number of orders received during Black Friday was causing delays.

JD Sports said carriers were seeing "higher than expected volumes" as a result of Royal Mail strikes but most of its deliveries were making it "within expected timelines".

The company asked those with any concerns to contact its customer care team.

That's also the advice from ASOS, where customers will currently see a warning on its website advising them to allow an extra 72 hours for parcels to arrive.

Clothing retailer H&M declined to comment and The Hut Group, which includes brands such as MyProtein and Cult Beauty, has yet to provide a response.

BBC Newsbeat also sent questions to PrettyLittleThing and BeautyBay but hasn't heard back.


What else can you do?


Citizens' Advice - which gives independent guidance on various topics - has a guide on your options if you don't receive something you've ordered.

It also has a few tips to help people ensure deliveries are as pain-free as possible before you've placed an order.

*  Check delivery information before you order

*  Ask a neighbour or friend to accept a parcel if you're not in

*  Check reviews before you order. Sites such as Trustpilot provide this service

Many retailers offer multiple delivery options, with some charging more to use different, quicker services.

You might also want to get more organised this year.

With more postal strikes planned this month, the Royal Mail has urged people to send Christmas post early.

If that is putting pressure on other delivery firms, you might not want to leave your online shopping to the last minute this year.

Newsletter

Related Articles

0:00
0:00
Close
Trump Threatens Retaliatory Tariffs After EU Imposes €2.95 Billion Fine on Google
Tesla Board Proposes Unprecedented One-Trillion-Dollar Performance Package for Elon Musk
US Justice Department Launches Criminal Mortgage-Fraud Probe into Federal Reserve Governor Lisa Cook
Escalating Drug Trafficking and Violence in Latin America: A Growing Crisis
US and Taiwanese Defence Officials Held Secret Talks in Alaska
Report: Secret SEAL Team 6 Mission in North Korea Ordered by Trump in 2019 Ended in Failure
Gold Could Reach Nearly $5,000 if Fed Independence Is Undermined, Goldman Sachs Warns
Uruguay, Colombia and Paraguay Secure Places at 2026 World Cup
Florida Murder Case: The Adelson Family, the Killing of Dan Markel, and the Trial of Donna Adelson
Trump Administration Advances Plans to Rebrand Pentagon as Department of War Instead of the Fake Term Department of Defense
Big Tech Executives Laud Trump at White House Dinner, Unveil Massive U.S. Investments
Tether Expands into Gold Sector with Profit-Driven Diversification
‘Looks Like a Wig’: Online Users Express Concern Over Kate Middleton
Brand-New $1 Million Yacht Sinks Just Fifteen Minutes After Maiden Launch in Turkey
Here’s What the FBI Seized in John Bolton Raid — and the Legal Risks He Faces
Florida’s Vaccine Revolution: DeSantis Declares War on Mandates
Trump’s New War – and the ‘Drug Tyrant’ Fearing Invasion: ‘1,200 Missiles Aimed at Us’
"The Situation Has Never Been This Bad": The Fall of PepsiCo
At the Parade in China: Laser Weapons, 'Eagle Strike,' and a Missile Capable of 'Striking Anywhere in the World'
The Fashion Designer Who Became an Italian Symbol: Giorgio Armani Has Died at 91
Putin Celebrates ‘Unprecedentedly High’ Ties with China as Gazprom Seals Power of Siberia-2 Deal
China Unveils New Weapons in Grand Military Parade as Xi Hosts Putin and Kim
Queen Camilla’s Teenage Courage: Fended Off Attempted Assault on London Train, New Biography Reveals
Scottish Brothers Set Record in Historic Pacific Row
Rapper Cardi B Cleared of Liability in Los Angeles Civil Assault Trial
Google Avoids Break-Up in U.S. Antitrust Case as Stocks Rise
Couple celebrates 80th wedding anniversary at assisted living facility in Lancaster
Information Warfare in the Age of AI: How Language Models Become Targets and Tools
The White House on LinkedIn Has Changed Their Profile Picture to Donald Trump
"Insulted the Prophet Muhammad": Woman Burned Alive by Angry Mob in Niger State, Nigeria
Trump Responds to Death Rumors – Announces 'Missile City'
Court of Appeal Allows Asylum Seekers to Remain at Essex Hotel Amid Local Tax Boycott Threats
Germany in Turmoil: Ukrainian Teenage Girl Pushed to Death by Illegal Iraqi Migrant
United Krack down on human rights: Graham Linehan Arrested at Heathrow Over Three X Posts, Hospitalised, Released on Bail with Posting Ban
Asian and Middle Eastern Investors Avoid US Markets
Ray Dalio Warns of US Shift to Autocracy
Eurozone Inflation Rises to 2.1% in August
Russia and China Sign New Gas Pipeline Deal
China's Robotics Industry Fuels Export Surge
Suntory Chairman Resigns After Police Probe
Gold Price Hits New All-Time Record
Von der Leyen's Plane Hit by Suspected Russian GPS Interference in an Incident Believed to Be Caused by Russia or by Pro-Peace or by Anti-Corruption European Activists
UK Fintechs Explore Buying US Banks
Greece Suspends 5% of Schools as Birth Rate Drops
Apollo to Launch $5 Billion Sports Investment Vehicle
Bolsonaro Trial Nears Close Amid US-Brazil Tension
European Banks Push for Lower Cross-Border Barriers
Poland's Offshore Wind Sector Attracts Investors
Nvidia Reveals: Two Mystery Customers Account for About 40% of Revenue
Woody Allen: "I Would Be Happy to Direct Trump Again in a Film"
×