As the festive season approaches, the UK’s parcel delivery landscape is facing an unprecedented storm of public discontent, and at the center of it all stands Evri, one of the country’s leading courier firms. Across the nation, customers are sounding the alarm over missing parcels, delivery delays, and a customer service system many describe as woefully inadequate. With Christmas just days away, the stakes have never been higher for both shoppers and retailers who depend on timely deliveries to keep the holiday spirit alive.
Evri’s troubles have been brewing for months, but the situation reached a boiling point in December 2025. According to BBC reporting on December 14, more than 80 customers from Lincolnshire alone contacted the broadcaster to complain about Evri’s services. Their stories are strikingly similar: parcels marked as delivered that never arrived, repeated delivery failures, and frustration that boils over into anger as the holidays draw near. The BBC’s investigation found that these complaints are not isolated; social media is awash with similar tales from across the UK, painting a picture of a company struggling to keep up with soaring seasonal demand.
The timing of these issues couldn’t be worse. With online shopping at its peak, the pressure on delivery companies to perform is immense. Evri’s recent expansion was meant to help—just this September, the company opened a new £1.3 million depot in Mallusk, County Antrim, Northern Ireland, aiming to bolster its logistics network. Yet, as the GMB union representing some Evri employees pointed out, the new facility has been plagued by “teething issues,” contributing to the ongoing delays and operational hiccups.
For many customers, the experience has been nothing short of exasperating. Leanne Flanagan from Portglenone described her ordeal as “horrific,” echoing the sentiments of countless others who have taken to social media to vent their frustrations. The Argus reported in November about a man in Kemp Town, Sussex, who faced “nightmare” delivery issues with Evri parcels—a story that has since been repeated in various forms up and down the country.
What’s particularly galling for customers is the apparent disconnect between what Evri’s tracking system reports and reality on the ground. Ian Anderson, a resident of Normanby by Spital, recounted to the BBC that he had problems with three parcels, all marked as delivered but never received. “It isn’t here,” Anderson said, expressing a growing skepticism about the company’s future. “The future for Evri doesn’t look bright and eventually retailers will catch on and will stop using them as a delivery partner.”
Other customers share similar stories. Bill Harwin from Faldingworth accused Evri of dishonesty after his £80 order of bed linen failed to arrive, despite tracking information claiming it had been delivered six days prior. “Somebody has been telling lies to somebody and that’s just unacceptable,” Harwin said. Ann Oliver, 71, called Evri’s performance “dire” after her parcel was marked as delivered on December 2, but never materialized. Karen Jones, also from Faldingworth, said she’s now avoiding Evri altogether after three failed deliveries, adding, “I’ve even felt like driving up to the CEO. I’ve been that frustrated.”
These stories are not confined to just a few unlucky individuals. In fact, systemic issues appear to be at play. A former Evri courier from East Yorkshire, who asked to remain anonymous, told the BBC that during training he was instructed to “just chuck it behind the fence” if a customer wasn’t home—a claim the company denies. The former courier described the depot as “manic,” with drivers expected to deliver at least 100 parcels per shift, a target he called “not doable.” He added, “A lot of parcels go missing, but I think that’s primarily the depot’s fault because of how poorly it’s run.”
Evri’s woes have caught the attention of politicians as well. Three MPs from East Yorkshire—Diana Johnson, Emma Hardy, and Graham Stuart—have raised concerns about the company’s performance, with Stuart stating, “There is something rotten in the state of Evri and that is driving this, as well as their inability to get the additional drivers that they need.” He also suggested that regulatory changes might be necessary if the company fails to improve, adding, “It’s a market and I hope Evri will improve what they do, or cease to be in business in future.”
In response to the mounting criticism, Evri has issued multiple apologies and outlined steps to address the situation. The company says it has invested £57 million in its operations over the past year, including the rollout of AI-powered tracking technology designed to ensure parcels “arrive safely and on time.” Evri claims it delivers more than four million parcels daily across the UK, but admits it has faced a shortage of drivers in key regions such as East Yorkshire and Lincolnshire. A spokesperson emphasized, “Every parcel matters to us, and we’re disappointed when a courier fails to care for a parcel as if it were their own.” They also highlighted a union-backed pay model guaranteeing minimum wages, holiday pay, and pensions for couriers who work consistently throughout the week.
Despite these assurances, many customers remain unconvinced. In October 2025, a survey by Ofcom found that Evri had the lowest customer satisfaction rate among nine major parcel delivery companies, scoring just 31%—well below the industry average of 47%. This marked the third consecutive year Evri finished at the bottom of the rankings, a statistic that underscores the scale of the challenge facing the company.
Retailers, too, are feeling the pinch. With the holiday shopping season driving higher-than-usual demand, any disruption in the supply chain can have serious consequences for sales and customer loyalty. Some industry observers warn that if Evri’s problems persist, retailers may be forced to seek alternative delivery partners, potentially reshaping the competitive landscape for parcel logistics in the UK.
There are some glimmers of hope. After the BBC intervened by contacting Evri with specific tracking numbers and customer complaints, parcels belonging to Ian Anderson and Karen Jones were eventually delivered correctly. But for many, the damage to trust may take longer to repair.
As the countdown to Christmas continues, the spotlight remains firmly on Evri. The company’s ability to resolve these operational challenges in real time will not just determine the fate of millions of holiday parcels—it could also shape Evri’s reputation for years to come.
