An Accrington mum-of-six has slammed Evri’s service during a cost-of-living crisis as “unbelievable and unacceptable.”

Mary Jones purchased £85 worth of clothes from SHEIN for her five and 7-year-old daughter to wear on Christmas day.

Evri notified Mary that her clothes would arrive on Tuesday, November 22 however the parcel did not arrive. She was notified on November 24 that there was a delay, and the clothes would arrive the next working day.

Frustratingly, the parcel did not arrive, and she had not received communication from the courier either. She contacted customer support but was told her tracking number was invalid.

Mary said: “It’s been unbelievable and a nightmare to deal with. I know it’s not just me as well. There’s a Facebook page dedicated to people who are having the same problems.

“Evri are saying they’ve delivered parcels when they haven’t, and there’s huge delays. And it’s frustrating because it’s difficult trying to get in touch with someone who can help. I’ve put in a complaint to Resolver.” 

Luckily, Mary received her parcel a day after she had logged the complaint, but the parcel was in her local depot for ten days.

Mary is just one of the many residents across East Lancashire to experience issues with Evri with one unlucky resident in Colne missing over £130 worth of orders.

The Colne resident wrote: “They’ve claimed to deliver my parcels but been caught on CCTV driving away with them again after filing they’ve been delivered with “proof” of my packages outside my closed door.”

Collectively, over a hundred people in East Lancashire Facebook groups have echoed similar inconveniences as Mary just in the past week.

Mary said: “I really feel for the people that have had parcels go missing and cannot afford to replace them especially on the run up to Christmas and the uncertain times we are in with the cost of living.”

Two weeks ago, Evri which was previously known as Hermes, was ranked as the worst parcel firm in the UK in a Citizen's Advice surver for a second year running.

A spokesperson for Evri said: “We are sorry that some customers in the local area are experiencing short delays in receiving their parcels.

“This is due to a number of factors including Black Friday volumes. Our local team is working hard to address this and to deliver any delayed parcels over the next few days.

“We thank everyone for their patience and understanding.”