Evri and Yodel come bottom in Ofcom’s parcel customer service rankings. Readers share delivery problems and we explain your rights if a parcel goes missing.
Evri and Yodel have been named the worst parcel delivery companies for customer service in a new report from Ofcom, with the watchdog warning that firms could face tougher rules if things don’t improve.
The findings, published on 27 October 2026, reveal that 71% of people receiving parcels had experienced at least one delivery problem in the previous six months.
And when we asked Skint Dad readers about their own experiences, we heard complaints about missing parcels, deliveries left on doorsteps and problems getting through to customer service.
With Christmas shopping getting underway, it’s worth knowing what to do if your parcel goes missing, arrives damaged or is marked as delivered when you’ve received nothing.
Evri and Yodel come bottom for customer service
Ofcom found that Evri was the worst performer for customer satisfaction when people contacted delivery companies about problems, for the fourth year running.
Just 26% of customers who contacted Evri about a delivery issue were satisfied with the contact process, down from 31% in 2025.
Yodel, which is now part of InPost, was second from bottom at 34%, down from 38% last year.
Amazon and FedEx performed best, although both scored just 56%.
These figures measure how satisfied customers were when contacting delivery companies about problems. They don’t mean that 74% of Evri parcels went missing or failed to arrive.
Across all companies, Ofcom also found:
- Overall delivery satisfaction dropped from 78% to 75%.
- 32% of parcel recipients experienced delivery delays.
- 28% had parcels left somewhere unsuitable.
- 25% reported drivers not knocking or ringing loudly enough.
People with disabilities or conditions affecting their daily lives were more likely to experience delivery problems, with 76% reporting an issue compared with 68% of other respondents.
Yodel was acquired by InPost in 2025 and officially became InPost on 17 July 2026. Ofcom’s research was carried out in January and July, during the period of change.
The 34% result relates to Yodel as measured in the survey, rather than being a separate rating of every InPost service operating today.
Skint Dad readers share their parcel delivery problems
We asked followers on our Facebook page whether they’d experienced missing parcels, incorrect delivery updates or problems dealing with couriers.
Several shared their frustrations.
Andrea told us she’d ordered an iPad from Argos for her son, costing £530. According to Andrea, the Evri delivery photo showed the parcel outside her closed front door, where it had been left unattended.
Shell described repeated problems with Evri, including parcels being delayed or delivered to the right house number on the wrong street.
She also said trying to get help was frustrating, with automated customer service making it difficult to speak to a person.
Jasmin shared an experience from a few years ago involving a Halloween wig she’d ordered through eBay. She said the parcel was marked as delivered but never arrived, and eBay sided with the seller when she raised the problem.
There were examples of problems eventually being resolved, too.
Gilly told us she’d had two orders from the same retailer go missing around Christmas, both delivered by Evri. She eventually received a refund, although she said the experience put her off ordering from that retailer for a while.
These are individual readers’ experiences, rather than evidence of how often problems happen across all deliveries. But they show why getting help matters when something goes wrong.
What should you do if your parcel says delivered but hasn’t arrived?
First, don’t assume that a tracking update saying ‘delivered’ means there’s nothing you can do.
Under the Consumer Rights Act 2015, when you buy something from a business and it arranges delivery, the goods normally remain its responsibility until you or someone you’ve agreed can receive them takes possession.
That means you should usually contact the retailer first, rather than spending hours trying to get through to the courier.
Here’s what to do:
- Check where the parcel was supposedly left. Look at the delivery photo, tracking information, safe-place instructions and whether anyone at home accepted it.
- Save the evidence. Take screenshots of the tracking status, delivery photo and any messages. Keep your order confirmation too.
- Contact the retailer. Explain that you haven’t received your order and ask it to investigate and arrange delivery. You may be entitled to a refund, depending on the circumstances.
You can send something as simple as:
“My order [order number] is marked as delivered, but I haven’t received it. As you arranged the delivery, please investigate and let me know how you’ll put this right.”
If the retailer asks you to contact the courier, explain that the retailer arranged the delivery and you need it to deal with the problem.
There’s one important exception.
If you agreed to have your parcel left somewhere specific, such as a safe place or with a neighbour, and it was delivered there correctly, the retailer may not be responsible if it disappears afterwards.
But if the courier left it somewhere you hadn’t agreed to, the retailer will normally still be responsible.
Citizens Advice has more information about orders that haven’t arrived.
What if your parcel arrives damaged?
If something you’ve ordered arrives broken or damaged, contact the retailer as soon as possible.
Take photos of the item and packaging, and keep your receipt or order confirmation.
You may be entitled to a refund, repair or replacement, depending on what’s wrong and when you bought it.
You shouldn’t normally have to sort out the damage directly with the courier when the retailer arranged delivery.
Our guide to Christmas parcel delivery problems has more advice on delayed, missing and damaged orders.
What if the retailer refuses to help?
If the shop won’t investigate or keeps telling you to contact the courier, make a formal complaint in writing and keep a record.
Ask it to explain why it believes your order was delivered correctly and what it intends to do about the problem.
If you still can’t get it sorted, you may be able to ask your bank or payment provider to help recover your money.
This could mean requesting a chargeback on a card payment or making a Section 75 claim on an eligible credit card purchase. The rules depend on how you paid and what you bought.
Citizens Advice explains how to claim money back through your card provider or PayPal.
Skint Dad says:
When you’ve paid for something and it never turns up, the last thing you need is to be passed backwards and forwards between the shop and the courier.
If the retailer arranged the delivery, they should be the ones helping you sort it out.
A tracking update saying ‘delivered’ shouldn’t mean the end of the conversation.
What have the delivery companies said?
Evri told the Press Association, as reported by The Independent, that it had invested in improving its delivery network and introduced new ways for customers to get help.
These include priority support through its app, direct email access to customer service and an improved complaints escalation process.
Evri said the improvements had been introduced since Ofcom carried out its survey.
The company also highlighted separate figures showing that 99.4% of 1.3 million parcels checked were delivered within seven working days.
However, that measures delivery times rather than how satisfied customers were when contacting Evri about a problem.
Could parcel delivery rules change?
Ofcom says delivery companies need to improve or face further measures to protect customers.
The regulator is considering whether stronger rules are needed and expects to provide another update in December 2026.
No new consumer rights have been announced as part of these findings.
For now, if something you’ve ordered hasn’t arrived, make your first complaint to the retailer that sold it to you, keep your evidence and don’t assume a ‘delivered’ tracking status settles the matter.
