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Evri has issued an apology to customers amid ongoing concerns about delayed and missing parcels in Northern Ireland, affirming its commitment to improving its delivery services in the region. The company recently inaugurated a new £1.3 million depot in Mallusk, County Antrim, in September. Despite this investment, the GMB union, representing some of Evri’s workforce, acknowledged that the facility has experienced “teething issues” contributing to the delivery disruptions.
Numerous customers took to social media to share their frustrations with lost packages and poor customer service in the lead-up to Christmas. One affected customer, Leanne Flanagan from Portglenone, County Antrim, described her ordeal as “horrific.” She had placed an order on 12 November with Amazon, which used Evri for delivery, and the parcel contained her main Christmas present. According to Ms Flanagan, the parcel reached a warehouse but has since vanished from the system, with only automated responses from Evri indicating no knowledge of its whereabouts. Despite her attempts to resolve the issue via emails and online chats, she struggled to reach a human representative and was told her package was lost in the system and to reorder the item elsewhere.
When questioned about the situation by BBC News NI, Evri acknowledged delivering four million parcels since opening its Mallusk site, claiming the “vast majority” arrived on time. The company expressed regret over the localized problems experienced by some customers and confirmed ongoing expansion plans for the facility, including increasing capacity and recruiting more staff to help alleviate the issues. Meanwhile, GMB reiterated its stance that the new super hub has encountered significant start-up problems that have slowed parcel deliveries across Northern Ireland. Union representatives noted that Evri recently opened two additional units to reduce pressure and held a “constructive meeting” with company officials on 12 December, who assured them that multiple concerns had been addressed.
Local businesses have also felt the effects of the delivery delays. TradePrintingUK, based close to the Mallusk site, reported receiving machinery parts late despite their proximity to the hub. Design manager Mark Cairns explained the frustration: while the company often receives notification of expected deliveries, the actual parcels fail to arrive, forcing repeated waiting. As a result, they have started favoring suppliers who do not use Evri. Similarly, Alison McNeilly from Ballyclare, County Antrim, has experienced ongoing difficulties since her pet food supplier switched to Evri in August. Believing the new depot is a factor in the delays, she has been forced to purchase pet food from supermarkets at twice the cost to feed her five cats.
The Consumer Council NI has acknowledged the delivery problems impacting consumers, especially during the busy Christmas shopping season. They advise customers experiencing issues to first contact the retailer, as contracts for online purchases are with the seller rather than the courier. If items are not delivered, consumers should request a replacement or refund. Should the retailer’s response be unsatisfactory or delayed, customers have the option to file a complaint and, if necessary, escalate their concerns to the Consumer Council for further assistance
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