Evri Couriers Accused of Cutting Corners as Delivery Pressures Mount Ahead of Christmas

As millions of people across the UK rely on delivery firms during the busy Christmas period, growing frustration is emerging over missing parcels and poor customer service, with delivery company Evri coming under particular scrutiny.

For Becky, a resident of the Hampshire village of Twyford, the problem became personal when a Barbie doll she ordered for her daughter was marked as delivered even though it never arrived. Evri sent her a photo to confirm delivery, but it showed a location she did not recognize. There was no parcel at her door and no clear explanation.

Determined to find answers, Becky began asking around her neighborhood and soon discovered she was not alone. Reports of similar incidents had spread locally. Her neighbor Jonathan experienced almost the same issue. He received a notification saying a parcel of tools had been delivered, accompanied by a photograph taken inside a car. The parcel never reached his home. When he tried to contact Evri to resolve the issue, he said he received no response, describing the process as deeply frustrating.

Cases like these have been highlighted in a recent investigation by BBC Panorama, which examined Evri’s operations during one of the busiest times of the year for delivery firms. Panorama also sent a journalist undercover as a courier to better understand the pressures faced by drivers on the ground.

Evri is one of the UK’s largest parcel delivery companies, handling millions of shipments each year. However, an Ofcom survey of the country’s eleven biggest delivery firms found that Evri had the highest number of complaints related to parcels not being delivered and the lowest levels of customer satisfaction. By contrast, companies such as Amazon and FedEx ranked highest in customer approval.

Evri has challenged Ofcom’s findings, but Panorama’s investigation suggests that internal pressures may be contributing to the problems. Around 30 current and former couriers told investigators that workloads have increased significantly, making it difficult to complete deliveries properly while earning a reasonable wage.

Several workers said couriers are expected to deliver extremely high volumes of parcels each day, often across large areas. One former worker explained that drivers feel under constant pressure to move quickly, which can lead to shortcuts such as leaving parcels in unsafe places or marking them as delivered before they actually reach customers.

The undercover investigation appeared to support these claims, showing how tight schedules and performance targets can influence behavior. Couriers said that falling behind can affect future work opportunities or earnings, creating strong incentives to prioritize speed over accuracy.

Consumer advocates warn that the situation leaves customers paying the price. Missing parcels can mean lost gifts, wasted time, and lengthy disputes with retailers and delivery firms. For families relying on deliveries during the holidays, the impact can be particularly stressful.

Industry experts say the issue highlights a wider challenge in the gig economy, where flexible work models often shift risk and pressure onto individual workers. Without adequate support, training, and realistic delivery targets, service quality can suffer.

Evri has said it is investing in improvements and working to support its couriers during peak periods. However, as demand continues to rise, customers like Becky and Jonathan say they simply want reassurance that when a parcel is marked as delivered, it actually arrives at their door.

As Christmas approaches, the investigation has raised fresh questions about whether current delivery models can keep up with public expectations, and whether changes are needed to protect both customers and couriers alike.