Buzz
Speak with a human to resolve your parcel issues
Encountering an issue with your parcel can be highly frustrating—especially when Evri’s chat system keeps sending you in circles. Despite Evri's mixed customer service reputation, we'll guide you on how to effectively connect with a live agent. Keep reading to discover how to reach Evri’s customer support team via phone, and additional steps to file a complaint. Plus, find basic contact details for Hermes branches in Germany and Austria.
Essential Information
- Contact Evri’s customer service hotline at 0330 808 5456. Provide a tracking number for an old, completed order to speak to a live agent.
- Utilize the Live Chat feature on Evri’s website for general queries.
- Reach out to Hermes customer service in Germany at 040 593 551 and in Austria at +43 (0) 50 4376-37.
Procedures
How to Reach Evri (UK Exclusive)
Dial 0330 808 5456 to connect with Evri’s customer service center. Evri may not prominently display their customer service number on their website, but during the 2021 holiday season, they did confirm 0330 808 5456 as their official contact. According to the same announcement, customer service representatives are available during these hours:
- Weekdays: 8:30 AM to 4 PM UTC
- Saturday: 8:30 AM to 2 PM UTC
Senders: Provide an old tracking number for a previously delivered package. Some customers report that Hermes' customer service hotline won't connect you to a live agent if you provide a current tracking number. Hence, sift through your past orders shipped via Hermes and provide one of those tracking numbers instead. Hopefully, this will lead you to a live agent.
- Once connected with the agent, you can say something like “I have an inquiry about a recent order…” or “While I have you on the line, could you assist with another shipment?”
- If you don’t have an old tracking number, consider asking a friend or family member for theirs.
Recipients: Urge the sender/seller to reach out to Evri. The trick with using a delivered tracking number only works for the individual who initiated the shipment. Therefore, if you’re awaiting a package, contact the original sender/seller and request that they contact Evri on your behalf (utilizing the tracking number method to speak with a live agent).
Email & Live Chat
Complete the online form on Evri’s global website. Enter your email address and choose a specific subject category from the drop-down menu. Then, provide your order number and detailed information about the issue.
- Note: Evri’s website doesn’t specify the processing time for inquiries.
Opt for Evri’s live chat feature for general questions. Initiate the chat by clicking the circular question bubble icon at the bottom right of the screen. Type your question or follow the provided prompts. Depending on your query, the bot may offer helpful suggestions.
Filing Complaints
Evri advises lodging complaints through their official channels. According to the Evri website, parcel recipients can start the complaint process using the website’s chatbot. Senders can also reach Evri via the chatbot or customer service number.
- No direct phone number or web form is provided on the website, but the phone number mentioned is likely 0330 808 5456. Follow the chatbot’s prompts to check for a complaint form.
Contact an authorized advisory helpline for assistance on the next steps. As a UK resident and consumer, you’re entitled to reliable customer service. If you’re feeling stuck, dial a helpline to explore your options:
- England & Wales: Citizens Advice on 0808 223 1133 (or 0808 223 1144 for Welsh)
- Scotland: Advice Direct Scotland on 0808 164 6000
- Northern Ireland: Consumerline on 0300 123 6262
Join the unofficial Evri Complaints & Advice Facebook group. Evri has its share of dissatisfied customers, but fortunately, there's a Facebook group where thousands of them gather to vent and offer advice. Join the group and share your experience; even if there's no solution, it feels good to express frustrations and receive validation.
Contacting Hermes in Germany
Call Hermes’s German customer service team at 040 593 551 111. Hermes Germany warns of potential wait times for live agents and suggests using the provided contact form as an alternative.
Complete a contact form for the customer service team to reach out. Describe your parcel issue using drop-down menus, and provide your personal information (including email and address) for follow-up. Hermes recommends using this form for packages at least 5 days overdue. If a package remains missing after 3 weeks, they'll provide online paperwork for a loss report.
- Additionally, they recommend using this form for packages that are at least 5 days overdue. If your package is missing after 3 weeks, they'll provide the necessary paperwork for a loss report.
Contact the customer service team via WhatsApp. Click here to start a WhatsApp chat regarding your parcel issue.
How to Reach Hermes in Austria
Reach out to the Austrian customer service team at +43 (0) 50 4376-37. While official business hours aren't listed, it's reasonable to assume that their phone lines operate during typical office hours (such as 9 AM to 4 PM CET).
Email Hermes's Austrian customer service team at [email protected]. Ensure to provide your full name, complete physical address, email address, and phone number.
Useful Tips
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Evri permits customers to utilize smart home devices (like Amazon Alexa) for parcel management tasks such as tracking and returning. However, this feature doesn't assist with specific issues and inquiries.
