Amazon coached driver after misunderstanding led to unnerved customer

SOUTH CHARLOTTE, N.C. (QUEEN CITY NEWS) — Amazon representatives said a delivery driver was coached on how to avoid future misunderstandings after a late-night delivery left one customer feeling unnerved.

The incident happened on July 10th in the Pineville area of South Charlotte/Mecklenburg County just after 9:40 p.m.

Jillian Sward said she was alone in her townhouse when she heard an Amazon delivery driver ring her doorbell.

She pulled up her camera and saw, what appeared to be, the driver trying to open her front door.

The video shared with Queen City News also showed the driver looking into the side window of the front door.

Jillian said the delivery driver would not put down the package but instead remained at the door.

Jillian then asked him not to try to open her door again.

He responded with, “Amazon.”

“I told him to leave,” she explained. “By that point, I was already, kind of in a panic.”

Jillian said she called 9-1-1 and was told that help would arrive, however, it was delayed.

“They explained to me later how dispatched worked, and how they rate things,” she explained. “If this ever happens to you, make sure you specify that it’s actively happening.”

She then contacted her family, who arrived within 6 minutes.

Though the camera did not capture it during the time Jillian was on the phone, she said she heard loud banging at the door.

She also said he went back to a vehicle, that was not an Amazon truck and rummaged around in the backend before he later returned to the front door.

This, however, isn’t uncommon for Amazon Flex drivers who are allowed to use their personal vehicles for deliveries.

When her family arrived, the driver had put the package by the door and left.

When reached for a response, an Amazon representative stressed that they had been in contact with Jillian over the encounter.

She said they had provided her with an apology and a gift card.

The representative, however, stated that the driver informed them there were no nefarious intentions and that the situation was a misunderstanding.

The driver informed them that he was under the impression, given the address, that the building was a part of multiple apartment units and not a single house.

He did not want to leave the package outside, if it was a larger apartment building.

The representative stated that the driver has been “coached to prevent something like this from happening in the future.”

However, Jillian said her sense of security inside her house has been damaged.

Her family has shared it on social media, and it’s been seen by more than a hundred people.

Her message to others who may end up in a situation that makes them uneasy, “don’t think that it’s never going to happen to you. Find something that is going to help if your self-defense that you’re comfortable with.”

We’ve reached out to CMPD for insight into the investigation, but have not heard back.

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