Concerned With Evri

[DaddyTylerXO]

This is another UK Post about EVRI (also known as Hermes). So since I order my steam deck I have just been closely monitoring how everything is going. I ordered this on 11/09/2022 which was a Sunday Night, I already knew that this was not going to be started until Monday so I held out. By Tuesday GLS got my Steamdeck and held it for a couple of days as there was apparently a Delay, So I decided to call up GLS and see if there was a fair reasoning for this delay. The first person who I spoke to was lovely explained that my Parcel was going to be delivered by EVRI. At this point I lost all hope and my Face dropped because I knew how terrible of a delivery company they were. (1 Star Review out of 700 reviews made in london.) The man on the phone gave me my tracking number for EVRI which I have tracked. Later that day I decided to call back in regards to contacting EVRI which the second person I spoke with was quite rude saying it was not her problem she does not work with them ETC and hung up.

For the last 24 hours I have been trying to get in contact with EVRI to find out what is going on, My Parcel is in England and has been processing at their hub for the last 48 Hours with no change. Their chat bot is atrocious I have been through every possible options but I later found out they have no customer services team? After some digging I have found this contact number 0330 808 5456. Apparently the only way to get through to someone is to provide a Tracking number for a Parcel that has already been delivered. I have not attempted to call this number as of yet.

I am quite simply dreading what is going to happen next as I have seen lots of UK posts both on this discussion page and twitter about Drivers not bothering to ring doorbells leaving them in wet bins changing delivery times through out the day or just simply saying the package got lost between the Hub and Courier. Things could change tomorrow maybe it will be on its way as it is a Saturday. But I am assuming I will not have any updates until Tuesday the 20th, as Sunday nothing will happen and Monday is Queen Elizabeth's funeral.

I have been Screenshotting every single update provided by EVRI, GLS and Steam, Just as a way to prove I am not trying to get another deck. I wonder if EVRI's reputation will show as real.

Steam please learn from these mistakes and choose more reliable delivery services. I understand this was probably chosen through GLS but unfortunately this reflects back.

Additional: Has any UK people called the 0330 808 5456 for EVRI if so what was you experience like.

Current Evri Status: "We've got it" 23:37 14th Sep - We're processing your parcel at our hub

[Sling3r]

I don't think steam chose the courier, I think they use parcel force, but due to strike action in the UK parcelforce contracted it out to evri. When you click your tracking number from the steam client, it takes you to a page that has a Parcel force tracking number.
Also I paid for my deck the day after you so I am in the same boat. Mine is now somewhere between the Netherlands and the UK.

[DaddyTylerXO]

Originally posted by Sling3r:

I don't think steam chose the courier, I think they use parcel force, but due to strike action in the UK parcelforce contracted it out to evri. Check your tracking number, I bet it is a parcelforce number.

So yes you probably are correct. This Starts with GLS (Parcel Force) which has its own tracking number. But there is a second Tracking number called the GB Multi Carrier number which is EVRI's tracking number.

[RosefortheHunter]

I ordered mine Tuesday just gone, UK, GLS and no GB multi carrier number I think or certainly not one by that name...

[DOODL38UG]

I was fortunate enough to have mine delivered last Friday by EVRI but they left it in a bush in my front garden! I only found out hours later when i had an email from them to say it successfully delivered & to rate my courier! The thing is i had been tracking it with GLS and they said it hadn't even been dispatched yet, so i wasn't even expecting it to arrive so soon. I do not know how EVRI are allowed to function legally considering they sell 25% of our products at auction instead of delivering them!

[markeboy1234]

My Steam deck was on track to be delivered a week last Thursday 8th but an update came on the tracking system informing me that it had been delayed and they will try again the next working day. Well that was the last thing that happened. I still have no parcel and I’ve had to raise a ticket with Valve, who told me to wait till 8 days for delivery. It’s now 8 days and still nothing so I’ve updated my ticket and hoping that soon valve will look into the matter for me. I’m totally fed up with all this.

[DaddyTylerXO]

It turns out they are still processing my parcel it has now officially been a week

[jaminbenuk]

Mine was supposed to have been delivered on Friday but was "delayed". I was half hopeful that I might get it Saturday but nothing changed on the website tracking page. At this point I'm crossing my fingers for a delivery next week but I'm not very confident :(

[Cooper]

Just discovered that my Deck (which has been with Evri for 10 days) has clearly been nicked. In my attempts to track down my parcel I spoke to Parcelforce and the lady mentioned all contracts with GLS are moving from Royal Mail to Evri...

Am really disappointed, and it's made worse by no effective means of communication with Evri or Steam - every communication takes at least 24 hours and the responses from both generally take little to no action. Such a shame that this is how such a long-awaited and expensive product is shipped - saps all the joy out of receiving it...

Blech.

Reference: 220912-0244
Parcel ID: T01QAA00031514

You recently requested our assistance through the online support pages. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for raising this with us.

If you have an account, you can log in and track your incident by clicking here

Response By E-mail (Eve Stevens) (18/09/2022 07.43 AM)
Hi,

Thank you for getting in touch with us regarding your parcel and for advising us that your parcel has not been received.

I have conducted an extensive search and unfortunately, our tracking system is currently unable to locate your parcel. Due to the amount of time that has elapsed since we last received a tracking update, I must unfortunately deem this parcel unaccounted for.

I apologise for this disappointing outcome, I can appreciate how frustrating this news may be to receive. The quickest way to resolve this quickly is to contact the retailer/sender of the parcel who will explain their options to you, which may include a refund or replacement.

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

Kind regards,

Evri Customer Services

[knightish]

I’ve had my lost parcel ticket open with Steam for 10 days now. I’ve had a grand total of 5 replies from Steam, last one being 4 days ago.
No idea when or if this will be resolved.
Steam support is as bad, if not worse than Evri. Any other retailer who uses Evri would have resolved customer issue by now.

[DaddyTylerXO]

Update-

I spoke to EVRI yesterday on 0330 808 5456, (For reference the only way to contact them is to go through specific steps saying you are sending a parcel that has already been delivered and then this will ask whether you want to speak to an agent.)

Anyway I spoke to an Agent who sent and email to the Parcel Center as they did not progress my parcel for 5 days. After 24 Hours my deck was delivered! Still quite annoying as this should have been a 2 day delivery and I should not need to chase on this but this is all done now.

[PAinKiLLa777]

I keep seeing the phase "I don't think valve chooses the courier", or something along those lines. They probably didn't choose the courier but surely they could request certain courier services are not used. They're doing alot of business with GLS so surley they respect valves request if one was made!