When your Amazon package arrives late, damaged, or is handled poorly, it can be frustrating. Fortunately, Amazon provides a clear system for you to file a complaint about a delivery driver. This process helps you get a refund or replacement and ensures Amazon can address serious issues like safety concerns or repeated mistakes with the driver’s Delivery Service Partner (DSP). Knowing the right steps can lead to a quick and effective resolution.
When Should You Report an Amazon Delivery Driver?
Most Amazon deliveries go smoothly. The company reports that over 93% of its packages arrive within the promised delivery window. A single delay due to traffic or bad weather is often outside the driver’s control and may not require a formal complaint.
However, some situations are more serious and should be reported. You should file a complaint when you notice a pattern of poor service or a significant one-time incident. Drivers handle a high volume of packages, with some studies showing they make around 130 stops per shift, but that doesn’t excuse unprofessional or unsafe behavior.
Consider filing a complaint if you answer “yes” to any of the following questions:
- Did the driver repeatedly ignore your specific delivery instructions?
- Was your package left in an unsafe location, such as in plain sight on a busy street, or exposed to rain?
- Did the driver exhibit aggressive behavior, speed dangerously through your neighborhood, or block access to your driveway?
Reporting these issues helps Amazon coach or discipline the driver and ensures problems are corrected for you and your neighbors.
Quick Steps to Try Before You File a Formal Complaint
Sometimes, a problem can be solved without going through the formal complaint process. Before you spend time contacting support, try these quick and easy solutions first.
First, use the “Where’s my stuff?” map feature within the Amazon app. This tool can show you the delivery van’s approximate location and how many stops are left before it reaches you. A simple refresh can give you a real-time update and peace of mind.
Double-checking your delivery preferences can also prevent future issues. Go to Account > Your Addresses to make sure any gate codes, building access instructions, or preferred safe drop-off spots are clearly listed and up to date.
Finally, a package might simply be at the wrong house. It’s common for drivers to accidentally drop a parcel at a neighbor’s porch on the same block. A quick message on a community forum or a walk next door could locate your missing item instantly.
What is the Fastest Way to Contact Amazon Support?
If the quick fixes don’t work, you’ll need to contact Amazon support directly. Amazon offers several channels, each with different response times and suited for specific types of problems. Choosing the right one can save you a lot of time and frustration.
Live chat through the mobile app is often the quickest way to get help for straightforward issues like requesting a refund for a damaged item. If your issue is more complex, such as a serious safety concern about a driver, requesting a direct call back may be more effective.
The “Problem with order” form is best for when you have photo or video evidence, as it allows you to upload files directly with your complaint. This creates a clear, step-by-step record of the issue for Amazon to review.
| Contact Method | Average Response Time | Best For |
| Mobile App Chat | Under 2 minutes | Real-time updates, refunds |
| Direct Call Back | 3 to 7 minutes | Complex driver issues |
| “Problem With Order” Form | Same day email reply | Photo evidence, step-by-step record |
| Twitter @AmazonHelp | 15 to 45 minutes | Public pressure, quick follow ups |
| Amazon Hub Counter | Immediate in-person | Lost or damaged package picked up at hub |
How to File a Complaint Step by Step
The most direct way to report a driver is through the Amazon app or website. This method sends your feedback straight to the logistics team that oversees deliveries and can take immediate action.
Follow these simple steps to file your complaint:
- Open the Amazon app or website and navigate to “Your Orders.”
- Find the specific order that had the delivery issue and select “Problem with order.”
- Choose the option that best fits your situation, such as “Driver or delivery issue.”
- Provide a clear and concise description of what happened. Be specific about the date, time, and nature of the incident.
- Attach any evidence you have, such as photos of a damaged package or a screenshot from your security camera. You can add up to eight photos.
- Submit the form and indicate if you would like Amazon to follow up with you via email or phone.
Providing detailed information and photographic evidence helps Amazon’s team investigate the matter thoroughly and speeds up the resolution process.
Escalating Your Complaint for Serious Issues
If your initial complaint doesn’t resolve the problem or if the issue is particularly severe, you may need to escalate it. The first step is to ask to speak with a supervisor when you are on a call or in a chat with a customer service representative.
Simply and politely stating, “May I speak with a supervisor about a safety concern?” is usually enough to get your case moved to a higher tier of support. Supervisors have more authority to handle complex situations.
For very serious violations, like a driver throwing packages or speeding recklessly, the issue may involve the specific Delivery Service Partner (DSP). These are the local companies that employ drivers and lease vans for Amazon. An escalated complaint can lead the DSP owner to suspend or terminate the driver.
As a final resort, you can email the Executive Customer Relations team. The email address jeff@amazon.com is still monitored and routes messages to this high-level team. Keep your email brief and include the order number, a one-sentence summary of the problem, and what resolution you want. This team aims to resolve most issues within 24 hours.
Protecting Your Rights: Refunds, Replacements, and Safety
Filing a complaint is not just about the driver; it is also about protecting your purchases and your property. Amazon has policies in place to make you whole when something goes wrong with a delivery.
For items sold by third-party sellers, Amazon’s A-to-Z Guarantee covers you if a package is lost or damaged. For items shipped directly by Amazon, you can typically request an immediate refund or replacement for most issues.
In cases where a driver’s actions pose a threat to safety, such as speeding in a residential area, you should also consider contacting local law enforcement. If you can, get the van’s license plate number, the date, and the time of the incident. A police report creates an official record that Amazon cannot overlook.
| Situation | Standard Remedy |
| Package marked delivered but missing | Replacement or full refund |
| Box crushed or contents damaged | Immediate refund or replacement |
| Driver behavior endangering people or pets | DSP investigation, possible route suspension |
| Recurring mistakes at same address | Permanent note on route or rerouting |
Frequently Asked Questions
How long do I have to file a delivery complaint with Amazon?
You should try to file a complaint within 30 days of the incident. However, for claims covered by the A-to-Z Guarantee, you have up to 90 days after the expected delivery date to open a ticket.
Will complaining get the Amazon driver fired?
A single complaint will not automatically lead to termination. Amazon and its DSP partners look for patterns of behavior or single, severe safety violations before taking disciplinary action, which could range from retraining to dismissal.
Can I be compensated if my perishable items were spoiled?
Yes, you can. Contact customer support through live chat or phone and explain that your perishable items arrived spoiled. They will typically issue a full refund for the spoiled goods.
What if I have a video of the driver mishandling my package?
Video evidence is extremely helpful. You can include a link to the video clip in the complaint form or attach still images captured from the video. This can significantly speed up the investigation process.
Does Amazon tell me the outcome of my complaint against a driver?
Amazon will confirm the resolution for your order, such as issuing a refund or sending a replacement. However, they will not share specific details about personnel actions taken against a driver due to privacy policies.
Can I complain if a driver left trash on my property?
Absolutely. This falls under property damage or a safety issue. When filing your complaint, choose the appropriate category and be sure to include photos of the trash that was left behind.
