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.

[Fizzgig]

Mine has finally been shipped, Its being handed over to a company called GLS. I've not heard of them before. Will they handle the whole thing? Or does it get transferred to Evri once it enters the UK? I'm kinda excited and nervous! I've tried to update my shipping details everywhere to make sure everything is right. Fingers crossed!

Congrats to you Fury! I hope the wait and mess up was worth it!

[Fury]

Originally posted by Fizzgig:

Mine has finally been shipped, Its being handed over to a company called GLS. I've not heard of them before. Will they handle the whole thing? Or does it get transferred to Evri once it enters the UK? I'm kinda excited and nervous! I've tried to update my shipping details everywhere to make sure everything is right. Fingers crossed!

Congrats to you Fury! I hope the wait and mess up was worth it!

so is and thanks. Don't panic it will most likely go to evri but most people have got them. trick is the moment it goes wrong get on to steam asap.

[izibane]

I have mine from ParcelForce in the UK, last thing GLS entered it into their systems 1 week and a day ago. There were strikes two days worth of packages not moved could explain it. But yeah welcome to delivery services, 0 support or information

[Tom]

Just sent my support request in - day four of my SteamDeck being out for delivery /shrug

[BiltongBoer]

Just came across this discussion and it's not happy reading I must say. 😉 Paid for my deck on the 5th and status is now "shipping soon" to London. So I'm expecting a very angry 2 weeks coming up. I'l keep you posted.

[n9ne_x]

Still no reply from Steam after I gave them somewhat of a angry response. Evri replied to my support ticket and just said someone is investigating it and not to reply to the email because they can't reply? Lol.

This is probably one of the most frustrating purchases I have made in a long time. I have bought many expensive things over the years and some with sketchy deliveries, but nothing like this.

Such a reputable company like Steam and they have such poor customer service and are unable to help their customers on big purchases like this. I lost a lot of respect for them through this, not only have they fked me with delivery but I've been double charged for the steam deck, and waiting for steam to send the other money back. I am basically about £1200 down, and it has been almost 2weeks since I bought the Steam deck, and I still have no steam deck.

[Tom]

I got a reply from Evri saying they're looking into it. Steam basically are still saying they can deliver it and they cant email the courier to "speed it up".

I'm not entirely sure but being out for delivery for 5 days may be the definition of snail mail.. I think this one is well and truly gone.

Steam tend to respond about every 15 hrs or so for me, have to say I can't fault them there.

[n9ne_x]

Originally posted by Mint:

I got a reply from Evri saying they're looking into it. Steam basically are still saying they can deliver it and they cant email the courier to "speed it up".

I'm not entirely sure but being out for delivery for 5 days may be the definition of snail mail.. I think this one is well and truly gone.

Steam tend to respond about every 15 hrs or so for me, have to say I can't fault them there.

I got a general reply from Evri like that too, and steam haven't replied to me in 2days now :l before it was every 10-24hrs but one of my tickets for the double charge hasn't been updated in over 4days and the delivery one 2 days... Just getting fed up tbh with this whole experience.

Hope you get yours soon mate.

[n9ne_x]

Speak of the devil, Evri just replied to me with this:

Response By E-mail (Rupa) (07/09/2022 02.48 PM)
Good Afternoon **,

Thank you for your enquiry regarding parcel id **.

I apologise that you have had to contact us with regards to this parcel.

I have contacted you on your contact number unfortunately, I was unable to get through to you.

I have investigated this for you and can see that the parcel is at the sorting office.

Please allow 48 hours for the next tracking to update.

If after this time you have still not had any update please contact the retailer, as when we deliver for a client we have agreements in place to help customers as quickly as possible in these circumstances. Speaking directly with them will help you resolve this matter and they can make any further arrangements necessary which may include a replacement or refund.

If you need anything in the future, please contact your Evri Customer Service Team and we'll be happy to help.

Kind Regards,
Rupa
Evri Customer Resolutions Advisor

[n9ne_x]

They call on private number just a heads up, I guess they don't want anyone having their phone numbers so we can't contact them lol

[Tom]

Ha - They rung and then hung up on me, got an email shortly after:

I tried calling you today on 07XXXXXXXXX at 9.33 but unfortunately there was no answer.

What an amazing company.

[RTB1]

Steam won't do anything until at least 8 working days have passed. My first Deck got as far as the UK and the Evri tracking info said "we've got it" and never updated. Steam customer r services said it had been stolen, Evri said, that after an extensive search it was "lost"

The second Deck was sent out on the 2nd of September and is currently at the "on its way " stage for the last 2 days. The tracking updated yesterday and today, so I'm hoping that it's moving through Evri's system (assuming they have a system) and will be out for delivery by the end of the week

If I get it by the 10th of September that will be nearly 3 weeks shipping! I've had things quicker than that from highly questionable aliexpress sellers from the other side of the world

[n9ne_x]

Originally posted by RTB1:

Steam won't do anything until at least 8 working days have passed. My first Deck got as far as the UK and the Evri tracking info said "we've got it" and never updated. Steam customer r services said it had been stolen, Evri said, that after an extensive search it was "lost"

The second Deck was sent out on the 2nd of September and is currently at the "on its way " stage for the last 2 days. The tracking updated yesterday and today, so I'm hoping that it's moving through Evri's system (assuming they have a system) and will be out for delivery by the end of the week

If I get it by the 10th of September that will be nearly 3 weeks shipping! I've had things quicker than that from highly questionable aliexpress sellers from the other side of the world

I'm stuck on the exact same stage as you but not as long fortunately, mine has just hit day 7 today since I ordered.

[Tom]

Originally posted by RTB1:

Steam won't do anything until at least 8 working days have passed. My first Deck got as far as the UK and the Evri tracking info said "we've got it" and never updated. Steam customer r services said it had been stolen, Evri said, that after an extensive search it was "lost"

The second Deck was sent out on the 2nd of September and is currently at the "on its way " stage for the last 2 days. The tracking updated yesterday and today, so I'm hoping that it's moving through Evri's system (assuming they have a system) and will be out for delivery by the end of the week

If I get it by the 10th of September that will be nearly 3 weeks shipping! I've had things quicker than that from highly questionable aliexpress sellers from the other side of the world

Just emailed now - had to wait the 8 days, for some reason they thought it acceptable that it still could be delivered after 5 days of being stuck on "out for delivery". One can only assume he was crawling to my house?

[RTB1]

I reserved my steam deck on 11th September 2021 so a few more days and it will be exactly a year to get it :) From the 14000 Youtube videos I've watched, it looks well worth waiting for.