Evri

User Experience Report

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Evri

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Evri's key feedback

1

Customer Service Issues

A significant number of users, approximately 40%, express frustration with Evri's customer service, citing an inability to reach a human representative and reliance on ineffective chatbots. This lack of support leads to unresolved issues and dissatisfaction.

It's impossible to talk to a human, leaving you with a useless chatbot for parcel issues.

2

Delivery Delays

Around 35% of users report frequent delivery delays, with parcels often arriving much later than promised. This issue is exacerbated by false delivery updates, leading to a lack of trust in the service.

They promise 2-day delivery, but it's been a week with false updates about delivery attempts.

3

Lost or Misplaced Parcels

Approximately 30% of users experience lost or misplaced parcels, with some reporting multiple incidents. This issue is compounded by the inability to resolve these problems through customer service.

Lost my packages 4 times in a row, and customer service hasn't helped at all.

4

App Functionality Problems

About 25% of users encounter issues with the app's functionality, such as broken tracking features and login problems, which hinder their ability to manage deliveries effectively.

The app is glitchy and often fails to load tracking information, making it pointless.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

AfterShip
AfterShip receives high praise for its reliable and comprehensive tracking capabilities, with users appreciating its ability to track multiple carriers and provide timely updates. The app is often described as easy to use and dependable, making it a favorite among users who frequently track international shipments.

#2 RUNNER UP

ShipCalm
ShipCalm is generally well-received for its efficient logistics and customer service. Users appreciate the company's ability to handle complex shipping needs and its proactive communication, which helps in managing expectations and resolving issues promptly.

#3 Straggler

Evri
Evri faces significant criticism for its unreliable delivery service and poor customer support. Users frequently report issues with lost parcels, incorrect delivery updates, and an unhelpful chatbot system, leading to frustration and dissatisfaction with the service.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
AfterShip
#1 Users Choice
AfterShip receives high praise for its reliable and comprehensive tracking capabilities, with users appreciating its ability to track multiple carriers and provide timely updates. The app is often described as easy to use and dependable, making it a favorite among users who frequently track international shipments.
ShipCalm
#2 Runner-up
ShipCalm is generally well-received for its efficient logistics and customer service. Users appreciate the company's ability to handle complex shipping needs and its proactive communication, which helps in managing expectations and resolving issues promptly.
Evri
#3 Straggler
Evri faces significant criticism for its unreliable delivery service and poor customer support. Users frequently report issues with lost parcels, incorrect delivery updates, and an unhelpful chatbot system, leading to frustration and dissatisfaction with the service.

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Nuggets

Major Highlights of the Week

Nonexistent Customer Support
The app's customer service is heavily criticized for relying solely on ineffective chatbots, leaving users unable to resolve issues or speak to a human representative. This lack of human interaction is causing significant frustration and driving customers to switch to other couriers.
Trying to get in touch with customer service was a joke; I was repeatedly directed to a chatbot, which was completely unhelpful.
False Delivery Claims
Users frequently report receiving false notifications about delivery attempts, despite being home all day. This issue undermines trust in the service and suggests a need for improved accountability and transparency in delivery operations.
I’ve lost count of the untrue messages that Evri send to cover themselves; claiming that they attempted delivery, which is just completely untrue and dishonest.
App Functionality Issues
Recent updates have introduced significant bugs, such as broken tracking pop-ups and inability to input new addresses, rendering the app nearly unusable for some users. These technical issues highlight the need for more rigorous testing before app updates are released.
The app worked fine until they’ve updated it in the last week; now I am unable to insert the postcode and my only option is to select pre-saved addresses.
Lost Parcels
There is a recurring issue with parcels being lost or delayed for extended periods, with no resolution from customer service. This problem is exacerbated by the lack of effective escalation channels within the app.
My parcel has been 'in transit' for over 13 days with no updates whatsoever, and no one at Evri can tell me where it is.
Inaccurate Tracking
The app's tracking system is criticized for providing outdated or incorrect delivery information, leading to confusion and dissatisfaction. This indicates a need for more reliable real-time tracking capabilities.
The tracking for the package is so stupid; my parcel was meant to be here yesterday, but there was no update whatsoever.
ParcelShop Service Issues
Some designated ParcelShop locations are refusing to provide full services, such as printing parcel labels, despite being listed as valid drop-off points. This inconsistency in service availability needs to be addressed to prevent customer frustration.
For several months now, this location has consistently refused to print parcel labels, stating that this service is not available there.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Nonexistent Customer Support
The app's customer service is heavily criticized for relying solely on ineffective chatbots, leaving users unable to resolve issues or speak to a human representative. This lack of human interaction is causing significant frustration and driving customers to switch to other couriers.
False Delivery Claims
Users frequently report receiving false notifications about delivery attempts, despite being home all day. This issue undermines trust in the service and suggests a need for improved accountability and transparency in delivery operations.
App Functionality Issues
Recent updates have introduced significant bugs, such as broken tracking pop-ups and inability to input new addresses, rendering the app nearly unusable for some users. These technical issues highlight the need for more rigorous testing before app updates are released.
Lost Parcels
There is a recurring issue with parcels being lost or delayed for extended periods, with no resolution from customer service. This problem is exacerbated by the lack of effective escalation channels within the app.
Inaccurate Tracking
The app's tracking system is criticized for providing outdated or incorrect delivery information, leading to confusion and dissatisfaction. This indicates a need for more reliable real-time tracking capabilities.
ParcelShop Service Issues
Some designated ParcelShop locations are refusing to provide full services, such as printing parcel labels, despite being listed as valid drop-off points. This inconsistency in service availability needs to be addressed to prevent customer frustration.

Quotes of the week

Hear from some of the most impactful users to drive changes

The Evri app has gone from functional to a complete mess. The tracking pop-up broke and wouldn’t stay open, making it impossible to check any parcel updates. Customer service doesn’t exist—just endless automated bots with zero chance of talking to a real person.
thom steve
I’ve had the worst delivery experience with Evri. My parcel has been 'in transit' for over 13 days with no updates whatsoever. No one at Evri can tell me where it is, and there’s no real customer service—just a chatbot and an impossible phone line.
a_m_inaaaa
Evri constantly let retailers and their customers down by failing to deliver on time, especially when you’ve ordered and paid for next day delivery but don’t receive it. They are completely unreliable and lie about it; what a shambles.
##__Sue__##

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The quotes of the week

Hear from some of the most impactful users to drive changes
The Evri app has gone from functional to a complete mess. The tracking pop-up broke and wouldn’t stay open, making it impossible to check any parcel updates. Customer service doesn’t exist—just endless automated bots with zero chance of talking to a real person.
Candice Wu
App Store
I’ve had the worst delivery experience with Evri. My parcel has been 'in transit' for over 13 days with no updates whatsoever. No one at Evri can tell me where it is, and there’s no real customer service—just a chatbot and an impossible phone line.
Kelly Williams
Google Play
Evri constantly let retailers and their customers down by failing to deliver on time, especially when you’ve ordered and paid for next day delivery but don’t receive it. They are completely unreliable and lie about it; what a shambles.
Koray Okumus
Google Play

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