An Evri delivery driver who found an item was too big to post through a letterbox came up with a novel solution – by STANDING on the parcel until it fit.
The astonishing video, recorded on a Ring doorbell cam, angered the recipient, Terri Hand, not only because the driver damaged her parcel, but also because of the poor response from the delivery giant’s customer service department.
She was shocked to see her parcel – containing earrings from fashion and jewellery store Oliver Bonas – being stood on.
Her social media posts showing the video also received many responses from other disgruntled customers recalling similar experiences with parcels.
Ms Hand, 39, a safety and health co-ordinator from Edinburgh, said: ‘On Tuesday last week I was in a meeting at work (in the office) when I received a notification from my ring doorbell that someone was at my door.
‘A few minutes later I got the chance to check and, well the footage speaks for itself!’
She added in her post on LinkedIn: ‘Debated posting this but have decided to do so after some basically non-existent customer service from Evri.
‘That evening I sent an online request to Evri to complain. I had to select an option so chose the one stating my parcel was damaged. I then included in the notes before sending it that the driver stood on my parcel before posting it through my letterbox.
Terri Hand (pictured) was upset because the package, which contained Oliver Bonas earrings, was damaged
Oliver Bonas gave Ms Hand a partial refund and refunded the delivery charge. Ms Hand pictured with her partner Kyle Newall
‘On Wednesday afternoon I received a clearly AI response email apologising about damage and advising to contact the seller, totalling ignoring the real issue.
‘I replied with the video footage and asked for a representative to be in touch. I have since heard nothing.
‘Now I appreciate that drivers are under insane pressure but this parcel could have been left in numerous places, with a neighbour or brought back.
‘This is simply not good enough.’
Meanwhile, she also posted the video on a Facebook group called ‘Evri – Courier Compliments, Complaints and anything else..’, saying: ‘So my delivery driver couldn’t fit a parcel through my post box but thankfully found a solution…..never seen this before!’
While many followers were angry, others expressed support for the driver, with one commenting: ‘If not damaged then he did you a favour. Admittedly should not have stood on it. But a lot of couriers try to make them fit so not taking back to return to sender.’
Ms Hand told the Daily Mail: ‘They [the earrings] were a little squished but ok.’
Evri later apologised, said the delivery fell below its standards, and confirmed that the third-party driver would no longer deliver for the company
She said that when she initially got no response from Evri, she contacted Oliver Bonas, saying: ‘I let them know as I feel they should know what they are paying these companies for.
‘They gave me a partial refund and refunded the delivery which was unnecessary but kind’
A spokesperson for Evri told the Daily Mail: ‘This delivery was made by a third-party driver and fell below the high standards we expect. As a result, they will no longer be delivering on behalf of Evri.
‘Our customer service team has spoken to Terri and apologised for her experience.
‘Our couriers are rated an average of 4.6 out of 5 stars by the customers in the communities they serve.’
