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.

[iamWing]

Escrito originalmente por Reo REbOrn:

Escrito originalmente por Mint:

My parcel has been on "Your parcel is on its way to you today" since Saturday, Steam refusing to do anything about it until the 9th.

They chose the absolute scummiest delivery company to work with, you just know they changed from royalmail (due to the strikes) to Evri because they were cheap. Really annoying :/

Hello! I hope you don't mind me necroing this thread however I am in the exact same boat. it's been stuck on "Your parcel is on its way" for the past 4 working days. I was just wondering if yours ever turned up? I'm not getting anywhere with Evri or Steam. Ty :)

Mine has been on its way since 3rd and the only progress I’ve got so far is Valve told me yesterday night that they’re now going to send me another one. Oh, also EVRI did say they’d search for it at their depot but we all know how things go with EVRI.

[Speckle]

As aggravating as this situation is, I find it utterly fascinating how such an incompetent company (Evri, that is) has avoided being blacklisted or shut down.

In fact, I've become somewhat addicted the last few days to reading all the vitriol people have for these numpties - my favourite being the comments section of photos on their Facebook page (which surprisingly has become the closest thing I've seen to any sort of customer service, with ACTUAL HUMANS replying to messages). Their last photo album, uploaded a few days ago, has nearly two hundred irate comments from angry customers demanding to know where their parcels are.

Also their Trustpilot page, which seems to reliably churn out one star reviews every five minutes.

It's astonishing.

My heart goes out to the Steam support staff who have to deal with the fallout from this debacle.

[Omeganex9999]

Escrito originalmente por RTB1:

Well, after a few days short of 2 months I have received my Steam Deck (4th time's a charm). Steam Support have gone an extra mile to get me a Deck which I am really grateful for (48 hour shipping from Seattle to Northern England via FedEx). The Steam Support people I've dealt with have been professional, polite and sympathetic and they have been very supportive. I feel sorry for the guys answering tickets as they have very little control over the actual logistics.

Steam need to get their arms around this issue and they need to communicate how it is being addressed to their customers.

I'd had a couple of minor run-ins with Hermes/Evri in the past, but I've never had to sit for 2 months whilst Evri stole nearly £1100 worth of goods and then took no responsibility for it whatsoever. The whole delivery issue has at least highlighted that I will never buy from any supplier that uses Evri as their courier.

So happy to hear you finally got one mate. Unfortunately the issue still persist,but at least we're slowly getting what we paid for.

[Dnc]

Escrito originalmente por RTB1:

Well, after a few days short of 2 months I have received my Steam Deck (4th time's a charm). Steam Support have gone an extra mile to get me a Deck which I am really grateful for (48 hour shipping from Seattle to Northern England via FedEx). The Steam Support people I've dealt with have been professional, polite and sympathetic and they have been very supportive. I feel sorry for the guys answering tickets as they have very little control over the actual logistics.

Steam need to get their arms around this issue and they need to communicate how it is being addressed to their customers.

I'd had a couple of minor run-ins with Hermes/Evri in the past, but I've never had to sit for 2 months whilst Evri stole nearly £1100 worth of goods and then took no responsibility for it whatsoever. The whole delivery issue has at least highlighted that I will never buy from any supplier that uses Evri as their courier.

Great news very happy for you. I have to say after having mine for a few weeks now, it really has transformed my playing experience. It's a great piece of kit 🙂

[RTB1]

Escrito originalmente por Omeganex9999:

So happy to hear you finally got one mate. Unfortunately the issue still persist,but at least we're slowly getting what we paid for.

Thanks, it's been a frustrating experience but the quality of the Deck has more than made up for it. I'm certainly going to keep an eye on this thread, mainly because I hate to see my fellow UK gamers having to go through all this hassle to get something delivered and also because I might be ordering another one for my eldest son at some point.

Good luck everyone. I have to say that Steam Support appears to be doing their best. They'd have a lot fewer tickets to deal with had Valve Procurement spent a bit more time doing the due diligence on EU/UK logistics routes.

Evri are the worst company that I've ever had to deal with by a considerable margin, how they remain in business is absolutely beyond me.


ETA, thanks Dnc it really is a cracking bit of kit. I'm still at the tinkering stage to get it set up how I want it.

[Dnc]

Escrito originalmente por RTB1:

Escrito originalmente por Omeganex9999:

So happy to hear you finally got one mate. Unfortunately the issue still persist,but at least we're slowly getting what we paid for.

Thanks, it's been a frustrating experience but the quality of the Deck has more than made up for it. I'm certainly going to keep an eye on this thread, mainly because I hate to see my fellow UK gamers having to go through all this hassle to get something delivered and also because I might be ordering another one for my eldest son at some point.

Good luck everyone. I have to say that Steam Support appears to be doing their best. They'd have a lot fewer tickets to deal with had Valve Procurement spent a bit more time doing the due diligence on EU/UK logistics routes.

Evri are the worst company that I've ever had to deal with by a considerable margin, how they remain in business is absolutely beyond me.


ETA, thanks Dnc it really is a cracking bit of kit. I'm still at the tinkering stage to get it set up how I want it.

Yeah, I installed vibrant deck via decky loader and now the colours really do pop

[Undeadreloader]

They've started using evri?! Yeah ive never had a good experience with them, just keep an eye out and if you dont hear anything by monday, get in touch with valve :/

[Culain]

Well after 2 decks being stolen and having been told that a replacement would be sent. Then been asked to provide a ‘more secure delivery address’!! I received an unwanted full refund from valve with the following support message.

“Thanks for getting back to us.

We understand how frustration you may be.

Since we're unable to deliver the package to you, we've initiated a refund to you in this case.”

Can anyone explain what is going on?

I have responded and told them that I didn’t ask for a refund.

Now I seem to need to wait for the funds to return to my account so I can repurchase.

Annoyed may well be the understatement of the year for me.

[PattyB33R]

My Dock just arrived with parcelforce,no issues even with strike action.

[Dnc]

Escrito originalmente por Culain:

Well after 2 decks being stolen and having been told that a replacement would be sent. Then been asked to provide a ‘more secure delivery address’!! I received an unwanted full refund from valve with the following support message.

“Thanks for getting back to us.

We understand how frustration you may be.

Since we're unable to deliver the package to you, we've initiated a refund to you in this case.”

Can anyone explain what is going on?

I have responded and told them that I didn’t ask for a refund.

Now I seem to need to wait for the funds to return to my account so I can repurchase.

Annoyed may well be the understatement of the year for me.

My best advice for you is to give your neighbours address if you trust them and then as soon as you get the evri tracking number from els go to the evri app and redirect to a local parcel store

[Dnc]

Sorry I meant GLS not els

[Dnc]

Escrito originalmente por PattyB33R:

My Dock just arrived with parcelforce,no issues even with strike action.

Yep.same here ...parcel also shows live tracking

[PattyB33R]

Escrito originalmente por Dnc:

Escrito originalmente por PattyB33R:

My Dock just arrived with parcelforce,no issues even with strike action.

Yep.same here ...parcel also shows live tracking

live tracking is bad(was for me anyway),showed driver quite a few streets away,didnt update his position,but arrived within timeframe.

[iamWing]

Escrito originalmente por PattyB33R:

My Dock just arrived with parcelforce,no issues even with strike action.

Congrats. It's really good to hear that yours was delivered with PF instead of EVRI. Now I only need to wait Valve to dispatch mine again then. EVRI did call me from their HQ just now said they're expecting a result from their depot later today but they also said they've noticed the issue about relabelling which caused a huge delay, but I quickly told him from what I've seen on the tracking info the relabel happened before the parcel reached the local depot and only took a day for mine.

[guitarsareboring]

Hmm mine was shipped on Tueaday and has been in the Netherlands since. The tracking just says "The parcel is on its way to the final parcel center. For more information, please see the detailed shipment tracking below.".

Anyone else with this issue? Haven't contacted Valve yet, but something seems off.