Evri-Amazon lost return parcel
Discussion
Purchased a hedge trimmer from Amazon, it arrived and was faulty out of the box, battery would not charge, so packaged straight back up and returned via Evri as per the instructions.
Now it has apparently not arrived back with them, this is 5 weeks ago now.
Amazon say 'not our problem, it's Evri'
Evri are only contactable via their chatbot and that will not engage with a discussion it just asks for a reference number we do not have/were not given by the driver that collected the package. We'd not done this before so didn't know we'd need it.
We've bought another hedge trimmer, and just want the money back, don't care if Amazon or Evri take the blame, or have we just got to chalk it up to experience and avoid at all cost Amazon/Evri it the future, valve is £80 so the credit card company aren't interested, I'm not going to loose too much sleep over it but it's still sum I'd rather not kiss good bye to.
How do we proceed? Who do I moan at next....
Now it has apparently not arrived back with them, this is 5 weeks ago now.
Amazon say 'not our problem, it's Evri'
Evri are only contactable via their chatbot and that will not engage with a discussion it just asks for a reference number we do not have/were not given by the driver that collected the package. We'd not done this before so didn't know we'd need it.
We've bought another hedge trimmer, and just want the money back, don't care if Amazon or Evri take the blame, or have we just got to chalk it up to experience and avoid at all cost Amazon/Evri it the future, valve is £80 so the credit card company aren't interested, I'm not going to loose too much sleep over it but it's still sum I'd rather not kiss good bye to.
How do we proceed? Who do I moan at next....
Latest reply from Evri customer services chatbot...
Evri said:
I'm sorry for the long delay in delivering your DOMU Brands parcel. As the parcel has now been delayed for over 5 days , you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news.
Problem is Amazon will not talk to us as we don't have the collection reference from Evri. Cheers for that. 
Just had a reply from Amazon that confuses issues a little...
Just had a reply from Amazon that confuses issues a little...
Amazon said:
Thank you for sending your returned item to the seller. The seller received the item on 21 June 2025 and should issue a refund or replacement by 28 June 2025.
Since this time has passed please contact the seller.
Since this time has passed please contact the seller.
Contacting the seller now.
Seems to be getting a little traction, they are claiming Amazon didn't tell them the item was being returned, they are now processing the refund today and it should be no more than 3-5 days.
....fingers crossed.
All seems a bit of a mess, revisiting the reviews of the item the battery appears to be a weak point, probably down to a duff batch, we originally asked for a replacement battery to be sent but was told a firm no on this, the delay and the need for a hedge trimmer meant we purchased a different brand from a different supplier and we're happy with that product.
The very reason I would always prefer to purchase stuff from bricks and mortar shops or direct from a manufacturer, the original item was from the manufacturer but via the Amazon platform.
Seems to be getting a little traction, they are claiming Amazon didn't tell them the item was being returned, they are now processing the refund today and it should be no more than 3-5 days.
....fingers crossed.
All seems a bit of a mess, revisiting the reviews of the item the battery appears to be a weak point, probably down to a duff batch, we originally asked for a replacement battery to be sent but was told a firm no on this, the delay and the need for a hedge trimmer meant we purchased a different brand from a different supplier and we're happy with that product.
The very reason I would always prefer to purchase stuff from bricks and mortar shops or direct from a manufacturer, the original item was from the manufacturer but via the Amazon platform.
raceboy said:
Contacting the seller now.
Seems to be getting a little traction, they are claiming Amazon didn't tell them the item was being returned, they are now processing the refund today and it should be no more than 3-5 days.
....fingers crossed.
Looks promising.Seems to be getting a little traction, they are claiming Amazon didn't tell them the item was being returned, they are now processing the refund today and it should be no more than 3-5 days.
....fingers crossed.
I've had a couple of returns where even though I've posted it back and got a receipt, the Amazon system remained stuck on 'Print Postage Label'. Chat sorted them out pretty quickly.
Amazon are fantastic when it’s from their stock. Everytime I’ve had to deal with one of the suppliers directly, the whole experience has been shocking and I’ve been passed from pillar to post to remedy things. It’s that poor I refuse to buy from the site unless it’s fulfilled by Amazon.
Was it stipulated in the vendor's return process that you use Evri to return it and the process to do so?
Did you follow that process?
Did the vendor pay for the return or did you pay Evri to send it back?
If yes to the first part and the vendor paid for return carriage, the fact that it's been lost is the vendor's problem, not yours. You've followed their returns process and are due your refund.
Don't engage with Evri - you haven't contracted with them. Deal with the vendor who you have contracted with - be that Amazon or whoever. If they won't refund, CC charge back.
Did you follow that process?
Did the vendor pay for the return or did you pay Evri to send it back?
If yes to the first part and the vendor paid for return carriage, the fact that it's been lost is the vendor's problem, not yours. You've followed their returns process and are due your refund.
Don't engage with Evri - you haven't contracted with them. Deal with the vendor who you have contracted with - be that Amazon or whoever. If they won't refund, CC charge back.
We were sent the returns form from the vendor, they chose the courier, we did what we were asked to, then everyone wanted extra details after the fact, I believe credit card charge back would not be available as the value was under £100
Hopefully we have some closure now, will know in a week.
Hopefully we have some closure now, will know in a week.
Evolved said:
Everytime I ve had to deal with one of the suppliers directly, the whole experience has been shocking and I ve been passed from pillar to post to remedy things. It s that poor I refuse to buy from the site unless it s fulfilled by Amazon.
I've used their A-Z Guarantee before with success: https://www.amazon.co.uk/gp/help/customer/display....Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff