If you receive an empty parcel from Evri, you’re not alone, this growing issue is affecting customers across the UK. These incidents often involve tampered packaging and missing items, especially high-value electronics, leaving consumers shocked and frustrated.
If this happens, document the evidence immediately, contact the retailer to start a claim, and report it to the police if theft is suspected.
Key Takeaways:
- Tampered and resealed boxes are being delivered empty
- High-value items like smartphones and watches are often reported missing
- Evri’s customer service is difficult to reach in such cases
- Reporting to retailers and police is essential for claims
- MPs are demanding accountability and better courier standards
Expert Insight: “Under the Consumer Rights Act 2015, your contract is with the retailer, not the courier,” says legal expert James Walker, founder of Resolver. “The retailer is legally responsible for the item until it is in your physical possession. If a box arrives empty, the ‘delivery’ has legally not been completed, and the retailer, not the customer must bear the loss and resolve the issue with Evri.”
What is an Evri Empty Box Delivery and Why is It Happening More Often?
An “Evri empty box delivery” refers to incidents where parcels arrive resealed, clearly tampered with, and contain no actual item, just an empty box.
Customers report receiving photo proof of delivery, but when they open the package, they find it has been opened and resealed, with contents missing.
This is not an isolated issue. It has gained widespread media attention, especially following high-profile cases like a 78-year-old pensioner in South Tyneside who received an empty parcel around Christmas.
The pattern is growing in frequency, often involving expensive products. Reports on social media and consumer forums suggest this is not simply a courier error but may point toward organised theft or systemic failure in the delivery process.
The most alarming aspect is the combination of poor delivery security, lack of accountability, and inadequate customer service that leaves affected individuals with little immediate recourse.
Why Are Customers Receiving Empty Boxes From Evri?
Evri customers across the UK have reported an alarming trend of receiving empty boxes that were supposed to contain valuable items. This isn’t just an isolated incident but a growing pattern that has caught the attention of the media and MPs alike.
Understanding the root causes of these empty deliveries is crucial to recognising how such issues might be prevented or resolved.
Is Theft the Main Reason Behind Evri Empty Box Deliveries?
The most frequent suspicion raised by consumers is theft. Many parcels show signs of tampering, such as torn tape, open seams, and repackaging. There’s growing speculation that the theft occurs either during transit or at the sorting depots.
Since high-value items are most often reported missing, the consistency suggests a possible internal issue or lack of secure handling. This theory is reinforced by multiple reports in which recipients found the parcel resealed with different tape or materials, further pointing to foul play.
Are There Security Gaps in Evri’s Network?
Another reason for these incidents could be the lack of stringent security measures. Concerns have been raised about inadequate background checks for staff and the large number of self-employed couriers who operate without direct supervision.
Many drivers report unrealistic delivery quotas, potentially encouraging rushed or unethical behaviour. In January, MPs highlighted that some couriers may earn less than minimum wage, especially when delivering small parcels in bulk. This financial pressure can degrade service quality and potentially foster unethical actions.
Additional Factors:
- Weak tracking systems and inconsistent updates
- Delivery proof photos sent for the wrong locations
- Inadequate customer support following delivery issues
- Reports of packages being marked as delivered even when they weren’t
In combination, these factors have created a scenario in which customers are vulnerable, especially during peak seasons like Christmas when parcel volume surges and staff shortages are common.
Many drivers report unrealistic delivery quotas, which critics argue can lead to “corner-cutting” or unethical behavior. A recent BBC Panorama investigation (“Evri: Where’s My Parcel?”) highlighted systemic pressures within the firm, with undercover footage suggesting that the “pay-per-parcel” model can leave some couriers struggling to meet the national minimum wage during difficult shifts.
This financial pressure, combined with a lack of direct supervision for self-employed drivers, creates what some MPs have described as a “security vacuum” in the final mile of delivery.
What Items Are Most Commonly Missing From Evri Deliveries?
The types of items most commonly reported missing from Evri deliveries tend to be high in value and small in size. These parcels are easier to tamper with and resell, making them attractive targets for theft.
| Common Missing Items | Reasons for Targeting |
|---|---|
| Smartphones | Small size, high resale value |
| Smartwatches | Lightweight and valuable |
| Designer Accessories | Easy to conceal, expensive |
| Electronics (Tablets, etc.) | High demand during holidays |
| Branded Footwear | High resale value, popular in online markets |
These items are especially vulnerable during busy periods like Christmas when delivery systems are overloaded, and oversight is often lacking.
How Does Evri Respond to Empty Parcel Complaints?
Evri’s official response to incidents of empty parcel deliveries has largely been apologetic. The company claims that such incidents do not represent the experience of most customers.
In statements to the media, they stress their commitment to delivering parcels securely and on time, noting that their network handles over four million parcels daily.
They also state that complaints should be directed to the retailer, not Evri directly, as the contract exists between the sender and Evri.
However, customers frequently report poor experiences with Evri’s automated customer service systems, often finding it difficult to speak to a real person or receive meaningful updates.
The company has said it invested £57 million to improve its systems, but critics argue these efforts have yet to solve systemic service issues.
What Should You Do If You Receive an Empty Box From Evri?
Receiving an empty box can be frustrating and confusing, especially when the parcel was meant to contain a high-value item. Knowing how to react quickly can make all the difference in resolving the situation.
Step-by-Step Actions to Take Immediately
- Take clear photos or video of the unopened and then opened parcel showing tampering or poor sealing
- Do not throw away the packaging, as it serves as evidence
- Note the delivery date, time, and any delivery proof image you may have received
- Check your order confirmation and match the item description against what was delivered
Who Should File the Complaint – You or the Sender?
In most cases, only the sender (usually the retailer) can initiate a formal claim with Evri. This is because the delivery contract lies between the seller and the courier, not the recipient.
Contact the seller as soon as possible and provide them with your photo and video evidence. Most reputable retailers will offer a replacement or refund while they investigate the claim with Evri.
Template: How to Email a Retailer About an Empty Box
If you find yourself in this situation, speed and clarity are key. Use the template below to ensure you are citing your legal rights correctly.
Subject: Formal Complaint: Order #[Your Order Number] – Missing Contents / Empty Box Delivery
Dear [Retailer Name] Support Team,
I am writing to formally report that my order #[Order Number], delivered by Evri on [Date], arrived as an empty, tampered package. Although the tracking shows “delivered,” the contents ([Name of Item]) were missing upon opening.
Under Section 29 of the Consumer Rights Act 2015, the goods remain at your risk until they come into my physical possession. As the item was not in the box, delivery has not been legally completed.
I have attached photos of the tampered packaging as evidence. Please arrange for a full refund or a replacement to be sent via a secure courier within the next 5 working days.
Regards,
[Your Name] [Your Phone Number]
Should You Report an Empty Box as Theft to the Police?
While you can call 101, the most effective way to report an empty box delivery in England, Wales, or Northern Ireland is through Action Fraud, the UK’s national reporting centre for fraud and cybercrime.
Because these incidents often involve “tampering with mail” or “theft by finding” within a commercial network, they are classified as a type of fraud. Reporting to Action Fraud ensures the incident is logged in the national database used to track organized theft patterns in courier networks.
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How to report: Use the Action Fraud online reporting tool or call 0300 123 2040.
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Note for Scotland: If you are in Scotland, you should still report directly to Police Scotland via 101, as Action Fraud does not cover Scottish jurisdictions.
Can You Get a Refund or Replacement for an Evri Empty Parcel?
Yes, you are protected by the Consumer Rights Act 2015. Specifically, Section 29 of the Act states that the goods remain at the trader’s risk until they come into the physical possession of the consumer.
If you receive a tampered, empty box, the trader has failed to deliver the goods you paid for. You are not required to prove how the item went missing; the burden of proof lies with the retailer to show that the item was successfully delivered into your hands.
If you receive an empty box, you are legally entitled to a refund or replacement. However, delays in processing can occur, particularly when customer service is outsourced or automated. This is why strong documentation and quick action are essential.
Is There Any Way to Prevent This From Happening?
While no method is foolproof, there are preventive measures both buyers and sellers can adopt to reduce the risk of empty parcel delivery incidents.
Tips for Buyers: Safer Shopping Practices
- Always purchase from trusted retailers with clear return policies
- Use trackable payment methods like credit cards for extra protection
- Choose delivery options that require a signature or proof of ID
- Check delivery proof photos immediately to ensure accuracy
- Share your delivery preferences to avoid packages being left unattended
Tips for Sellers: Better Packaging & Courier Choices
- Use tamper-proof packaging that shows signs of interference
- Take pre-shipment photos of packages for documentation
- Avoid using overly generic or branded boxes for expensive items
- Consider alternative couriers for high-value shipments
- Use tracking services that provide detailed scans and timestamps
Prevention begins with awareness. By taking steps to protect parcels, both parties can reduce risk and improve the chances of successful delivery.
How Are MPs and the Public Reacting to the Evri Empty Box Scandal?
Public reaction has been swift and vocal. MP Kate Osbourne from Jarrow and Gateshead East highlighted the case of a 78-year-old constituent who received an empty box just before Christmas. She called for systemic changes, noting repeated complaints from her constituents.
MP Jonathan Brash from Hartlepool echoed her concerns, stating that this issue particularly affects people who rely on deliveries for essentials. He urged Evri to take full responsibility and improve service.
Caroline Dinenage, MP for Gosport, reported widespread complaints in her area and demanded a full investigation from Evri’s leadership.
| MP | Region | Action Taken |
|---|---|---|
| Kate Osbourne | Jarrow, Gateshead | Raised issue in Parliament, called for service reform |
| Jonathan Brash | Hartlepool | Urged Evri to investigate and improve responsibility |
| Caroline Dinenage | Gosport | Requested investigation by Evri CEO |
Such political pressure shows how serious the issue has become and reflects the growing demand for transparency and reform.
Evri’s Promises vs. Reality: Is the Company Doing Enough?
Evri maintains that it takes every complaint seriously and claims that the vast majority of parcels are delivered without issue. The company cites its £57 million investment to improve delivery operations and its high customer ratings on platforms like Trustpilot.
However, these claims often clash with real customer experiences. Reports of missing items, unresponsive AI-driven support, and poor delivery photos continue to surface online.
While Evri highlights that over four million parcels are delivered daily, the volume cannot excuse lapses in individual service. The contrast between public trust and Evri’s promises raises questions about whether the company’s efforts are truly effective or merely cosmetic.
Final Thoughts: What This Means for UK Online Shoppers?
The rise of Evri empty box delivery incidents highlights the need for stronger consumer protections in the UK parcel delivery market. While most deliveries are successful, those affected by empty parcels often face stressful and lengthy processes to resolve the issue.
This situation reveals broader concerns about courier accountability, consumer rights enforcement, and how technology-driven services must still maintain human oversight. As online shopping continues to grow, so must the systems that safeguard it.
FAQs About Evri Empty Box Delivery
What are the most common signs of a tampered Evri parcel?
Broken seals, resealing with different tape, and signs of tearing or rough handling are common.
Can I contact Evri directly if my parcel is empty?
Not usually. The sender, who holds the contract with Evri, must contact them on your behalf.
Is Evri legally responsible if my item goes missing?
Evri is responsible to the sender, but under UK law, the retailer must resolve the issue with you.
Do police investigate missing parcel claims?
Yes, if it’s reported as theft and includes clear evidence, police may investigate.
Can I claim from my bank if I don’t get a refund?
Yes. For credit card purchases over £100, you can raise a Section 75 claim.
Why do only certain parcels go missing?
High-value and small-sized items are more likely to be targeted due to easy concealment and resale value.
Are there safer courier alternatives to Evri?
Yes. Some buyers and sellers prefer Royal Mail or DPD for high-value items due to stronger accountability.
Does Evri take photos of empty boxes?
Yes, Evri couriers are required to take a “Proof of Delivery” (POD) photo. However, this photo usually only shows the outside of the box on a doorstep or in a safe place.
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The Problem: A photo of a sealed box does not prove the contents were inside.
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The Evidence: If your photo shows a box that looks crushed, resealed with different tape, or light enough to be empty, use that as evidence. Many customers have successfully argued that a POD photo actually shows signs of tampering that occurred before the driver reached the door.
Can I use Chargeback if my Evri box arrived empty?
If the retailer refuses a refund and you paid by Debit Card, you can use the Chargeback scheme.
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How it differs from Section 75: Unlike Section 75 (which is a legal right for Credit Card purchases over £100), Chargeback is a voluntary agreement between banks (Visa/Mastercard).
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The Rule: You must usually start a Chargeback claim within 120 days. It is an excellent “last resort” if you used a debit card and the retailer is hiding behind Evri’s “delivered” status.
