In a letter dated 15 December, addressed to Evri CEO Martijn de Lange, Mr Swann said his office had been contacted by a growing number of people reporting repeated problems with deliveries, including parcels failing to arrive, misleading “proof of delivery” photographs showing black or blank images, and difficulties accessing customer support.
“These issues are particularly concerning given that they are occurring in the busy lead-up to Christmas when many families rely on parcel delivery services to ensure gifts reach their intended recipients on time and in good condition,” he wrote.
Mr Swann said constituents had “entrusted Evri with these deliveries” but that the level of service being reported “falls short of what customers can reasonably expect”.
He asked the company to outline what steps were being taken to address the problems, including how Evri plans to ensure parcels reach the correct address, on time and in good condition, and what improvements are being made to customer support during periods of increased demand.
The intervention comes amid widespread complaints about Evri’s service, both locally and across the UK.
As previously reported by the BBC, dozens of customers in Northern Ireland have shared stories of missing, delayed or incorrectly marked deliveries in recent weeks.
Evri opened a new £1.3m depot in Mallusk, Co Antrim, in September, which the company says has handled millions of parcels since opening. However, the GMB union, which represents some Evri staff, has said the site has experienced “teething issues” that have contributed to delays.
One customer told BBC News NI that a Christmas present ordered in November had effectively disappeared after arriving at a warehouse, with only automated responses from customer support.
“I can’t get talking to a human being,” she said.
Parcel delivery company Evri has been hit with several complaints following a delay in parcel deliveries in the run up to Christmas. Stock image.
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Evri has apologised to customers whose experiences have fallen below expectations and said it is continuing to invest in its Northern Ireland operation. The company said it has delivered millions of parcels since the new site opened, with the “vast majority” arriving on time, and that it is expanding capacity and bringing in additional staff.
Responding to wider criticism, Evri has previously said it is investing tens of millions of pounds nationally, including in tracking technology, and that most of its couriers provide a reliable service.
In his letter, Mr Swann said he was seeking reassurance that the concerns raised by constituents were being taken seriously and said he looked forward to a response from the company.
