Evri have replaced a 'third party' driver covering an area in Somerset after a parcel was delivered to an 'incorrect' address.
According to Somerton resident Sue Mosedale, over the festive period, parcels have been going missing or have not been delivered to the correct addresses in Somerton, all of them from the delivery company, Evri.
READ MORE: Evri merges with DHL UK ecommerce arm to form parcel giant
READ MORE: Evri delivery failures slammed by Somerset MP Sarah Dyke
Sue did not receive an expected package on December 19 2025, despite expecting a delivery that day.
Sue Mosedale said Evri parcel never arrived
A courier emailed Sue to say her expected parcel had been delivered, and attached a photo of a door.
But the door in the photo was not Sue’s - in fact, she had no idea whose door it was.
Sue told the County Gazette that "a lot of" her neighbours got the same door photo with an Evri 'delivered' alert, but no parcel arrived.
"[My] parcel was never received," Sue said. "A lot of us [in the Somerton area] had the same photo of the same door and didn’t get our parcels.
"Annoyingly, it was a big order too."
Sue said she contacted Evri but was 'fobbed off' by a chatbot promising a reply within 72 hours.
She said she heard nothing from a person on behalf of Evri until a post was published on social media.
Sue added, "I’m more annoyed that I couldn’t talk to a human and then was told by the chatbot that someone would get back to me within 72 hours. Six weeks later, Evri called me.
"Suspiciously, it was 4 hours after putting something on Facebook. No apology and absolutely no help to refund.
"I’ve never had a problem with Evri until now, and typically, being Christmas, it was an expensive parcel."
In response to this, Evri have apologised to Sue and confirmed that following her delivery issue on Friday, December 19, she contacted Evri customer service that weekend, with a member of the team reaching out to Sue three days later, on Monday, December 22 - not six weeks as stated by Sue.
Evri says it has more than 18,000 couriers and delivers over 800 million parcels a year.
Evri replace driver after parcel not delivered in Somerset
Responding to Sue's experience, Evri said that the area was covered by a "third-party delivery partner", and it has now hired a new driver after her parcel went to an "incorrect" address.
"During December, we saw one of our busiest peak periods to-date, with our couriers successfully delivering around 4 million parcels a day," said a spokesperson on behalf of Evri.
"Our priority is always to handle every parcel with care, and we apologise to Sue for the issue with her delivery in December, which was delivered to an incorrect address.
"Following Sue contacting us about the issue, our customer service team promptly reached out to confirm the error and support her with the next steps to resolve this.
"This area was previously serviced by a third-party delivery partner, and we can confirm that a permanent courier is now in place, who is local to the area."
Somerset MP Sarah Dyke calls for Evri investigation
Back in December 2025, MP for Somerton, Sarah Dyke, slammed Evri over "widespread delivery failures" in the run-up to Christmas and said that she had written to Evri's chief executive to demand an "urgent investigation into surging numbers of local parcel delivery failures".
She wrote: "I am writing on behalf of constituents in Glastonbury and Somerton, many of whom have contacted me recently regarding the failure of your delivery service to deliver their parcels on time to the requested place.
"Many have told me that they struggle to identify the location of their parcels from a photo that is not their front door.
"Having paid for the service, it is reasonable that they experience reliable and accurate service as a minimum expectation.
"I am requesting that Evri urgently investigate the concerns raised to swiftly solve the issues my constituents have encountered.
"I would also like you to reaffirm what changes you intend to make going forward to prevent continued service failures."
Evri has been the subject of a recent undercover investigation by the BBC's Panorama programme, which highlighted numerous ways in which Evri couriers have "cut corners" to ensure they were paid, and claimed many were working for less than the minimum wage.
The delivery company has more than 4 million 5-star reviews on the online platform TrustPilot.
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