On Saturday the 13th of September I attended the post office to post a parcel containing handmade gifts for a family member's birthday, which I needed to arrive by Thursday the 18th of September. I was informed I could send the parcel via Evri, it would arrive by Thursday and delivery would cost less that £4 - fantastic! By Wednesday the 17th of September, the tracking information for my parcel had not changed, so I enquired using the Evri chatbot and was told I would get a response within 24 hours - I did not and the parcel did not arrive by Thursday the 18th. After chasing again using the chatbot, I finally received an email response from a customer service agent at Evri on Saturday the 20th of September. Unfortunately a large amount of the email did not make grammatical sense, but it did inform me that "the courier was unable to deliver your parcel as it has sustained some form on damage on its journey on 15/09/2025 at 12:03 damaged - destroyed". I was also told to contact the retailer/seller of the item to "talk me through the options they have" - the agent clearly didn't take notice of the fact that I was the sender of the parcel! From Monday the 22nd to Thursday the 25th of September, I spent my mornings before work trying to get in contact with an actual human on the phone - at one point I was unable to even make the phone call as the automated message informed me my parcel reference didn't exist in their system and hung up on me! I eventually spoke to a customer service agent on the 25th who told me they would send me an email which I would need to reply to with the information requested to process a claim, but that it could take up to 28 days for this to be processed. I requested that I be provided with more information regarding how my parcel came to be destroyed, but was informed this is not possible. The claim is still in progress but I don't hold out hope that the company will make the correct decision regarding my claim. My view of the company will not change regardless if I am compensated. Not only was my parcel containing handmade gifts destroyed, I was not informed of this for 5 days despite chasing this up several times. The fact that customers are not able to speak to a person without jumping through hoops makes the process even more frustrating. Had my complaint been dealt with promptly and professionally, my view of the company may not have been so negative. My advice to anyone considering sending a parcel with Evri: unless you'd like your parcel to be treated like trash, I wouldn't bother!