Evri, one of the United Kingdom’s largest parcel delivery firms, continues to face significant criticism from customers over service quality, despite the company’s claims of ongoing improvements. The parcel carrier, which processes over one billion shipments annually — about a quarter of all deliveries in the UK — has long been the subject of negative customer feedback, including complaints about damaged goods, late deliveries, and poor communication.

Martijn de Lange, Evri’s chief executive, addressed these concerns during a visit to one of the company’s major UK hubs in Rugby, Warwickshire. De Lange, who has led the company for nearly a decade, acknowledged the challenges of managing such a large operation but maintained that significant progress is being made. Under his leadership, Evri has expanded rapidly, with revenues growing by 263 percent since 2017 to £2.4 billion, driven in part by burgeoning online retail platforms like Vinted and Shein. The company aims to increase parcel volumes to 1.4 billion annually by 2030.

Despite this growth, customer satisfaction ratings remain low. According to the latest data from regulator Ofcom, more than 40 percent of customers expressed dissatisfaction with Evri, placing the company at the bottom of service rankings alongside other major providers like Royal Mail. By contrast, Amazon was ranked highest, with 57 percent customer satisfaction. De Lange questioned the validity of these figures, arguing that the sheer scale of Evri’s daily deliveries—approximately 3.5 million parcels—naturally leads to a higher volume of complaints, even when the overall service performance is strong. He noted that 99 percent of 48-hour deliveries are completed on time, with over 98 percent of 24-hour deliveries meeting their deadlines.

Evri’s operational model, including its reliance on a largely self-employed courier workforce paid per parcel, has also come under scrutiny. Critics argue that this model places significant pressure on couriers, potentially affecting service quality. De Lange defended the approach, stating that the earnings potential averages around £20 per hour, and that many couriers choose to work longer hours or handle multiple vehicles to increase their income. He emphasized the company’s commitment to fair pay and quality service, describing the work as challenging but manageable under the current system.

The company has undergone two major private equity takeovers since 2020 and a rebranding from its former name, Hermes. In 2025, its private equity owner Apollo agreed to merge Evri with DHL’s UK parcel operations, aiming to strengthen its position against competitors like Royal Mail, which itself was recently acquired by Czech billionaire Daniel Kretinsky for £3.6 billion. Meanwhile, shareholders have benefited from substantial dividend payments, including a £108 million payout in the past year.

While De Lange remains optimistic about Evri’s trajectory and insists customer service is improving, regulatory statistics and consumer reviews suggest ongoing challenges for the courier as it seeks to balance rapid growth with service quality.