UK Delivery issues? (with Evri/Hermes)

[n9ne_x]

I bought my Steam Deck, 27/08, shipped 29/08, Evri expecting the parcel on 30/08, Evri gets the parcel on 1/09, and no update since.

Have been talking to others in UK that are also stuck on this, the delivery with Evri says "Next day delivery" but of course that was 4 days ago now.

There is no way to contact Evri. Has anyone gotten their steam deck from ordering last week in the UK?

EDIT:
We have managed to find a way to contact Evri (an actual person), to do so please follow the instructions on this comment:

https://www.reddit.com/r/SteamDeck/comments/x61llg/shipping_fedexgls_megathread_september_05_2022/infrkp8/

Also recommend sending an email to the Evri CEO, email can be found here: https://www.ceoemail.com/s.php?id=ceo-9539

In the email, be polite, explain your issue with as much detail as possible, including references like your tracking number, address, etc. Try to be concise, someone from the executive team or support should email you back or call you on a private number to investigate.

Once you've waited a while, and have messages from Evri, forward onto Steam via a support ticket and if it's lost or stolen, they'll send you a replacement.

[Tom]

My replacement is now showing as "Shipping soon". Fingers crossed..and toes, arms, legs, I have also sacrificed a goat to the God Hermes.

[n9ne_x]

Mint님이 먼저 게시:

My replacement is now showing as "Shipping soon". Fingers crossed..and toes, arms, legs, I have also sacrificed a goat to the God Hermes.

You have to order 5 items sent via Hermes, so that they get sacrificed to the Evri god's, an offering to the thieves as it were, this gives you the boon of good luck on the Steam deck delivery.

[n9ne_x]

Mint님이 먼저 게시:

My replacement is now showing as "Shipping soon". Fingers crossed..and toes, arms, legs, I have also sacrificed a goat to the God Hermes.

May I ask where you saw the shipping information for the replacement? Does it show under your purchases? My original steam Deck purchase says return accepted, reason: stolen in transit

[av7759]

Just contcated evri via the phone number, i addressed the issue and they said that they'll put an investigation on it and I should hear from them in 48 hours hopefully, they said I'll get an email about it, hopefully the phone number still works after the investigation incase they don't actually get back to me via email

[RTB1]

Avila7759님이 먼저 게시:

Just contcated evri via the phone number, i addressed the issue and they said that they'll put an investigation on it and I should hear from them in 48 hours hopefully, they said I'll get an email about it, hopefully the phone number still works after the investigation incase they don't actually get back to me via email

Have we had any instances where this "investigation" has turned up a missing Steam Deck?

[n9ne_x]

Avila7759님이 먼저 게시:

Just contcated evri via the phone number, i addressed the issue and they said that they'll put an investigation on it and I should hear from them in 48 hours hopefully, they said I'll get an email about it, hopefully the phone number still works after the investigation incase they don't actually get back to me via email

Nice, happy you were able to get through to them, hopefully they are able to find it for you or at least give an update on if it's found or lost so you can show steam.

[Tom]

n9ne_x님이 먼저 게시:

Mint님이 먼저 게시:

My replacement is now showing as "Shipping soon". Fingers crossed..and toes, arms, legs, I have also sacrificed a goat to the God Hermes.

May I ask where you saw the shipping information for the replacement? Does it show under your purchases? My original steam Deck purchase says return accepted, reason: stolen in transit

It shows "Shipping soon" The tracking link is for the old one at the moment, I assume when it's entered GLS it will update, however steam said they'd email me as well.

[Fazed]

Good luck how long did it take them from when they said you would get a replacement to send one ? Waiting for mine to be shipped now they said they would give me a replacement this morning

[skooby]

I've had a reply from evri ceo cheif executive officer they're investigating it things are starting to move and also valve have just informed me they're investigating. so emailing the ceo is your best option. here's the email response

Response By E-mail (Danielle Sellars) (12/09/2022 03.46 PM)
Dear Kevin
Thank you for contacting our CEO, Martijn De Lange. My name is Danielle and Martijn has personally requested me to investigate this matter on his behalf.
In reference to your parcel: --------------
I’ve tracked the journey of your parcel and it seems to have arrived in your local depot on the 6.9.22, but then has not been updated since therefore I’d like to work with one of my Customer Services colleagues who is located in the depot and see if they can locate it.
I am truly sorry there has been a delay with this parcel, especially when its a expensive item, i would also advise you to make contact with the sender of the parcel so they can start there own investigation and help you also.
I’m going to raise an investigation to get an update on when you can expect your parcel to be delivered. Please allow me 48-72 hours to gather as much information as possible for you. Once I have an update, I will let you know.
If I am successful in locating your parcel, I will have it on its way to you without delay and your tracking information will be updated to reflect this so please keep a look out for further updates here.
If in the unlikely event that we are unable to provide further tracking information within this time frame, please get back in touch with us, by replying to this email, and we will endeavour to provide further information or guide you through any next steps.
Please accept my apology for inconvenience this has caused you.
Kind Regards,Danielle
Evri Executive Office
Capital House | 1 Capital Boulevard | Morley | Leeds | LS27 0WH

[n9ne_x]

skooby님이 먼저 게시:

I've had a reply from evri ceo cheif executive officer they're investigating it things are starting to move and also valve have just informed me they're investigating. so emailing the ceo is your best option. here's the email response

Response By E-mail (Danielle Sellars) (12/09/2022 03.46 PM)
Dear Kevin
Thank you for contacting our CEO, Martijn De Lange. My name is Danielle and Martijn has personally requested me to investigate this matter on his behalf.
In reference to your parcel: --------------
I’ve tracked the journey of your parcel and it seems to have arrived in your local depot on the 6.9.22, but then has not been updated since therefore I’d like to work with one of my Customer Services colleagues who is located in the depot and see if they can locate it.
I am truly sorry there has been a delay with this parcel, especially when its a expensive item, i would also advise you to make contact with the sender of the parcel so they can start there own investigation and help you also.
I’m going to raise an investigation to get an update on when you can expect your parcel to be delivered. Please allow me 48-72 hours to gather as much information as possible for you. Once I have an update, I will let you know.
If I am successful in locating your parcel, I will have it on its way to you without delay and your tracking information will be updated to reflect this so please keep a look out for further updates here.
If in the unlikely event that we are unable to provide further tracking information within this time frame, please get back in touch with us, by replying to this email, and we will endeavour to provide further information or guide you through any next steps.
Please accept my apology for inconvenience this has caused you.
Kind Regards,Danielle
Evri Executive Office
Capital House | 1 Capital Boulevard | Morley | Leeds | LS27 0WH

Yeah definitely worth going this route, this seems to be the only way myself and others get anywhere with Evri, it does sound a bit out there emailing a CEO but it gets responses.

I'll update the original thread post with all the info so newcomers know how to get in contact with Evri

[RTB1]

skooby님이 먼저 게시:

I've had a reply from evri ceo cheif executive officer they're investigating it things are starting to move and also valve have just informed me they're investigating. so emailing the ceo is your best option. here's the email response

Response By E-mail (Danielle Sellars) (12/09/2022 03.46 PM)
Dear Kevin
Thank you for contacting our CEO, Martijn De Lange. My name is Danielle and Martijn has personally requested me to investigate this matter on his behalf.
In reference to your parcel: --------------
I’ve tracked the journey of your parcel and it seems to have arrived in your local depot on the 6.9.22, but then has not been updated since therefore I’d like to work with one of my Customer Services colleagues who is located in the depot and see if they can locate it.
I am truly sorry there has been a delay with this parcel, especially when its a expensive item, i would also advise you to make contact with the sender of the parcel so they can start there own investigation and help you also.
I’m going to raise an investigation to get an update on when you can expect your parcel to be delivered. Please allow me 48-72 hours to gather as much information as possible for you. Once I have an update, I will let you know.
If I am successful in locating your parcel, I will have it on its way to you without delay and your tracking information will be updated to reflect this so please keep a look out for further updates here.
If in the unlikely event that we are unable to provide further tracking information within this time frame, please get back in touch with us, by replying to this email, and we will endeavour to provide further information or guide you through any next steps.
Please accept my apology for inconvenience this has caused you.
Kind Regards,Danielle
Evri Executive Office
Capital House | 1 Capital Boulevard | Morley | Leeds | LS27 0WH

I hope this means that they will track down your Deck and get it's on it's way. However it reads to me exactly like the shorter responses I've had from Evri customer services, which essentially boil down to:

1) The parcel is unaccounted for, we will spend 24-48 hours "searching" for it, and we will send it to you if we find it (at that point the tracking is updated to delayed)
2) After 24-48 hours we will tell you it's lost (i.e. one of our employees has taken it home with them).
3) Please contact your supplier
4) Steam customer services raises an investigation with Evri who take a further 2 days to tell them what they told you
5) Steam ask if you want another one
6) Merry go round starts again

In the end it comes down to luck of the draw, If it wasn't a desirable high-value product with a 2nd hand premium then a lot more decks would get through.

I hope contacting Mr de Lange makes something happen but I'm a bit skeptical.

[Fazed]

Ok so just to let you guys know I tried to ceo email and I actually got a response from someone saying that it’s possible somewhere down the line the tracking was incorrectly recorded and it could be siting in the warehouse still. They are doing a search for it.

At least this way I know if it’s lost or just siting there so I have somthing to show steam to prove it’s lost. I’m hoping it’s just in the warehouse tho lol.

[Tom]

Fazed님이 먼저 게시:

Ok so just to let you guys know I tried to ceo email and I actually got a response from someone saying that it’s possible somewhere down the line the tracking was incorrectly recorded and it could be siting in the warehouse still. They are doing a search for it.

At least this way I know if it’s lost or just siting there so I have somthing to show steam to prove it’s lost. I’m hoping it’s just in the warehouse tho lol.

It's irrelevant. Steam will request the 5 days + 2 days for investigation no matter what

[A1ch3mi57]

Is there anything stopping the drivers from marking the package as "Delivered" or w/e when infact it's not?
What happens then? We can't prove it's not been delivered while on their end it'll show that is has been

[Fazed]

Mint님이 먼저 게시:

Fazed님이 먼저 게시:

Ok so just to let you guys know I tried to ceo email and I actually got a response from someone saying that it’s possible somewhere down the line the tracking was incorrectly recorded and it could be siting in the warehouse still. They are doing a search for it.

At least this way I know if it’s lost or just siting there so I have somthing to show steam to prove it’s lost. I’m hoping it’s just in the warehouse tho lol.

It's irrelevant. Steam will request the 5 days + 2 days for investigation no matter what

Yeah this is true but at least it provides us with weather or not the parcel is lost and gives some proof, I’m lucky that steam have already agreed to send me a second one.

This way I can have concrete proof that Evri have lost it.

For me it only took 3 days for steam to say they will ship me a second one, but I did report it about 5 days ago.

All I was trying to say is that the ceo email worked for me so for others it might work. Always better to have proof from the courier.