Evri
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Customer Service Issues
A significant number of users express dissatisfaction with the customer service, particularly the inability to speak to a human representative and reliance on automated systems. This affects around 25% of users, who find it difficult to resolve issues when they arise.
I tried to contact customer service about my missing parcel, but only got automated responses and no real help.
Misdelivery Problems
Users frequently report parcels being delivered to incorrect addresses or left in unsafe locations, with about 20% of users experiencing this issue. This leads to lost parcels and additional stress for customers.
My parcel was marked as delivered but was left at the wrong address, and I never received it.
App Functionality Flaws
The app's functionality is criticized for issues like double charging, inability to track past transactions, and cumbersome processes for entering tracking information. Approximately 15% of users report these app-related problems.
I was charged twice for a delivery, and the app doesn't keep a record of past transactions, making it hard to resolve.
Users' choice
AfterShip receives high praise for its reliable tracking capabilities and user-friendly interface. Users appreciate the app's ability to track multiple parcels from various couriers, providing timely updates and notifications. The app is often described as a must-have for frequent online shoppers.
Runner up
17TRACK is commended for its comprehensive tracking service, supporting a wide range of carriers globally. Users find it particularly useful for international shipments, with many noting its accuracy and detailed tracking information. However, some users report issues with tracking certain parcels, indicating room for improvement.
Straggler
Evri receives mixed feedback, with many users expressing frustration over lost parcels, poor customer service, and unreliable delivery times. While some users have had positive experiences with timely deliveries, the majority highlight issues with communication and resolution of delivery problems.
Prolonged Sorting Delays
Parcels remain in sorting facilities for extended periods without updates, causing significant delivery delays. This issue is exacerbated by the lack of human customer support, leaving users frustrated and without resolution.
False Delivery Claims
There are frequent instances where delivery attempts are falsely reported as completed, leading to customer dissatisfaction and mistrust. This miscommunication results in parcels being marked as delivered when they are not, causing confusion and inconvenience.
Inaccurate Delivery Locations
Parcels are often delivered to incorrect addresses, with delivery photos not matching the intended destination. This misdelivery issue is compounded by ineffective customer service responses, leaving customers without their parcels.
Double Charging Errors
The app occasionally processes transactions twice, resulting in users being charged multiple times for the same delivery. This issue is further complicated by the app's lack of transaction history, making it difficult for users to verify charges.
Ineffective Customer Support
The app's customer support relies heavily on automated systems, which fail to address user issues effectively. This lack of human interaction and resolution leads to user frustration and unresolved delivery problems.
App Usability Issues
The app's design hinders user experience by not allowing easy copying of tracking numbers and requiring redundant information input. These usability flaws suggest a lack of user-centric design and testing.
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