Jeff Bezos intervened to help a desperate Amazon customer find their stolen dog

  • Amazon CEO Jeff Bezos intervened to help reunite a British customer with their stolen dog.
  • Schnauzer Wilma went missing last week and was found in the home of a delivery driver who was employed by a company contracted by Amazon.
  • Wilma's owner Richard Guttfield emailed Bezos directly after growing frustrated with the lack of urgency from the Amazon customer services team.
  • Bezos has said that he reads most customer emails — and forwards them on to the relevant executive with a simple call to action.


Amazon CEO Jeff Bezos intervened to help a desperate customer find a stolen dog.

Richard Guttfield said Wilma, his 11-month-old miniature schnauzer, vanished from his home in Hertfordshire, UK, last Friday after he received an Amazon delivery.

35 PHOTOS
Amazon CEO Jeff Bezos
See Gallery
Amazon CEO Jeff Bezos
Photo via AOL
Photo via Getty
Photo via Getty
Photo via Getty
Photo via Getty
Photo via Getty
Jeff Bezos, Chairman and CEO of Amazon, speaks at the George W. Bush Presidential Center's Forum on Leadership in Dallas, Texas, U.S., April 20, 2018. Picture taken on April 20, 2018. REUTERS/Rex Curry
Amazon founder and CEO Jeff Bezos laughs as he talks to the media while touring the new Amazon Spheres during the grand opening at Amazon's Seattle headquarters in Seattle, Washington, U.S., January 29, 2018. REUTERS/Lindsey Wasson
2018 Vanity Fair Oscar Party ? Arrivals ? Beverly Hills, California, U.S., 04/03/2018 ? Amazon CEO Jeff and wife MacKenzie Bezos. REUTERS/Danny Moloshok
Amazon founder and CEO Jeff Bezos (L) answers a question from the media while getting a tour from Ron Gagliardo, senior manager of horticultural services for the Spheres, during the Amazon Spheres opening event at Amazon's Seattle headquarters in Seattle, Washington, U.S., January 29, 2018. REUTERS/Lindsey Wasson
Amazon and Blue Origin founder Jeff Bezos addresses the media about the New Shepard rocket booster and Crew Capsule mockup at the 33rd Space Symposium in Colorado Springs, Colorado, United States April 5, 2017. REUTERS/Isaiah J. Downing
Amazon founder and CEO Jeff Bezos looks over a balcony on the top floor of the Amazon Spheres during an opening ceremony event at Amazon's headquarters in Seattle, Washington, U.S., January 29, 2018. REUTERS/Lindsey Wasson
Amazon founder and CEO Jeff Bezos gives some closing comments after opening the new Amazon Spheres with some help from Alexa during an opening event at Amazon's headquarters in Seattle, Washington, U.S., January 29, 2018. REUTERS/Lindsey Wasson
Amazon and Blue Origin founder Jeff Bezos addresses the media about the New Shepard rocket booster and Crew Capsule mockup at the 33rd Space Symposium in Colorado Springs, Colorado, United States April 5, 2017. REUTERS/Isaiah J. Downing
Jeff Bezos, founder of Blue Origin and CEO of Amazon, speaks about the future plans of Blue Origin during an address to attendees at Access Intelligence's SATELLITE 2017 conference in Washington, U.S., March 7, 2017. REUTERS/Joshua Roberts
Jeff Bezos, founder of Blue Origin and CEO of Amazon, speaks about the future plans of Blue Origin during an address to attendees at Access Intelligence's SATELLITE 2017 conference in Washington, U.S., March 7, 2017. REUTERS/Joshua Roberts
Jeff Bezos, founder of Blue Origin and CEO of Amazon, arrives to speak about the future plans of Blue Origin during an address to attendees at Access Intelligence's SATELLITE 2017 conference in Washington, U.S., March 7, 2017. REUTERS/Joshua Roberts
Amazon CEO Jeff Bezos addresses the Economic Club of New York in New York City, U.S., October 27, 2016. REUTERS/Brendan McDermid
Jeff Bezos, owner of The Washington Post, delivers remarks at the grand opening of the Washington Post newsroom in Washington January 28, 2016. REUTERS/Gary Cameron
Jeff Bezos, owner of The Washington Post, delivers remarks at the grand opening of the Washington Post newsroom in Washington January 28, 2016. REUTERS/Gary Cameron
Jeff Bezos, owner of The Washington Post, delivers remarks at the grand opening of the Washington Post newsroom in Washington January 28, 2016. REUTERS/Gary Cameron
Jeff Bezos, founder and CEO of Amazon.com, leaves the Allen and Co's annual media conference in Sun Valley, Idaho July 10, 2014. REUTERS/Rick Wilking (UNITED STATES - Tags: BUSINESS)
Amazon CEO Jeff Bezos talks about his company's new Fire smartphone at a news conference in Seattle, Washington June 18, 2014. Bezos unveiled a "Fire"smartphone on Wednesday equipped with a 3D-capable screen and the ability to recognize objects, music and TV shows, hoping to stand out in a crowded field dominated by Apple Inc and Samsung Electronics. REUTERS/Jason Redmond (UNITED STATES - Tags: SCIENCE TECHNOLOGY BUSINESS TELECOMS)
Amazon CEO and Chairman Jeff Bezos receives the Citation of Merit on behalf of the Apollo F-1 Search and Recovery Team at the 110th Explorers Club Annual Dinner at the Waldorf Astoria in New York March 15, 2014. The club, which promotes the scientific exploration of land, sea, air and space featured catering by chef and exotic creator Gene Rurka. Chef Rurka prepared a variety of dishes featuring an array of insects, wildlife, animal body parts and invasive species. REUTERS/Andrew Kelly (UNITED STATES - Tags: SOCIETY SCIENCE TECHNOLOGY BUSINESS FOOD)
Amazon.com Chief Executive Officer Jeff Bezos speaks during a keynote speech with Amazon.com Chief Technology Officer Werner Vogels at the AWS Re:Invent conference at the Sands Expo in Las Vegas, Nevada November 29, 2012. REUTERS/Richard Brian (UNITED STATES - Tags: SCIENCE TECHNOLOGY BUSINESS)
Amazon CEO Jeff Bezos (R) arrives at the annual Allen and Co. conference at the Sun Valley, Idaho Resort July 12, 2013. REUTERS/Rick Wilking (UNITED STATES - Tags: BUSINESS HEADSHOT)
BERLIN, GERMANY - APRIL 24: Jeff Bezos attends the Axel Springer Award 2018 on April 24, 2018 in Berlin, Germany. Under the motto 'An Evening for' Jeff Bezos receives the Axel Springer Award 2018. (Photo by Franziska Krug/Getty Images)
Jeff Bezos, founder and chief executive officer of Amazon.com Inc., tours the Spheres during opening day ceremonies at the company's campus in Seattle, Washington, U.S., on Monday, Jan. 29, 2018. The Spheres, a new gathering and working space for Amazon employees located in the heart of the downtown Seattle Amazon campus, contains hundreds of plant species from cloud rainforest environments around the globe, and maintains a tropical climate similar to Costa Rica or Indonesia. Photographer: Mike Kane/Bloomberg via Getty Images
WASHINGTON, DC -DEC 14: Jeff Bezos, founder of Amazon.com (and owner of the Washington Post) arrives at the movie premiere tonight. -The world premiere of the movie, 'The Post' took place at the Newseum in Washington, D.C. tonight. All of the major stars of the movie and director Steven Spielberg attended as well as many local politicians and business people such as Warren Buffett. (Photo by Michael S. Williamson/The Washington Post via Getty Images)
Jeff Bezos, founder and chief executive officer of Amazon.com Inc., center, tours the Spheres during opening day ceremonies at the company's campus in Seattle, Washington, U.S., on Monday, Jan. 29, 2018. The Spheres, a new gathering and working space for Amazon employees located in the heart of the downtown Seattle Amazon campus, contains hundreds of plant species from cloud rainforest environments around the globe, and maintains a tropical climate similar to Costa Rica or Indonesia. Photographer: Mike Kane/Bloomberg via Getty Images
Amazon CEO Jeff Bezos arrives for the premiere of 'The Post' on December 14, 2017, in Washington, DC. / AFP PHOTO / Mandel NGAN (Photo credit should read MANDEL NGAN/AFP/Getty Images)
WASHINGTON, DC - OCTOBER 28: Honoree Jeff Bezos speaks at the 21st Annual HRC National Dinner at the Washington Convention Center on October 28, 2017 in Washington, DC. (Photo by Paul Morigi/Getty Images)
NEW YORK, NY - DECEMBER 14: Jeff Bezos, chief executive officer of Amazon, listens during a meeting of technology executives and President-elect Donald Trump at Trump Tower, December 14, 2016 in New York City. This is the first major meeting between President-elect Trump and technology industry leaders. (Photo by Drew Angerer/Getty Images)
NEW YORK, NY - OCTOBER 27: (L to R) Jeff Bezos, Chairman and founder of Amazon.com and owner of The Washington Post, addresses the Economic Club of New York as moderator Charlie Rose looks on, at the Sheraton New York Times Square Hotel, October 27, 2016 in New York City. Bezos discussed the future of Amazon, space travel, and his ownership of The Washington Post. (Photo by Drew Angerer/Getty Images)
SAN FRANCISCO, CA - OCTOBER 20: Founder/chairman/CEO of Amazon, Jeff Bezos, speaks onstage during 'The Prime of Mr. Jeff Bezos' at the Vanity Fair New Establishment Summit at Yerba Buena Center for the Arts on October 20, 2016 in San Francisco, California. (Photo by Michael Kovac/Getty Images for Vanity Fair)
HIDE CAPTION
SHOW CAPTION
of
SEE ALL
BACK TO SLIDE

For the three days after Wilma disappeared, Guttfield told Business Insider that he made "non-stop" attempts to convince the Amazon customer services team to investigate. It was only after he emailed CEO Bezos in desperation, however, that the company swung into action.

Wilma was returned to Guttfield earlier this week after being found in the home of the delivery driver, who worked for an unnamed Amazon logistics supplier. Amazon located the driver using its tracking software, Guttfield said. The motive for the theft is not clear and the police are now investigating.

Amazon said there was no excuse for the incident. "This is inexcusable and does not reflect the high standards we have for our delivery partners," a spokesman said.

"We take these matters seriously and this individual is no longer delivering Amazon packages for the independent delivery service provider."

Guttfield was angry that it took an email to the CEO for Amazon to take the issue seriously. He said:

"Nobody appeared to have the authority to look into this quickly. All we wanted was the drivers' details so we could ask if he saw the dog. We weren't on a witch hunt.

"It was rather a long shot to go right to the top and email Jeff Bezos, but then all of a sudden things started to happen. We got a reply from someone who said he [Jeff] was in receipt of my email and had asked him to contact us.

"It was in a sense [reassuring], but something that was pretty serious in the outset was pretty much ignored for three or four days. You never know what could have happened to the dog and we would have appreciated some sort of help sooner."

Bezos said last month that he still personally reads "most" customer-complaint emails sent to him — and if he believes they should be dealt with, he forwards them on with single character message.

"I see most of those emails. I see them and I forward them to the executives in charge of the area with a question mark. It's shorthand [for], 'Can you look into this?' 'Why is this happening?'" Bezos said.

Guttfield, who runs small tech firm 4quotes4me in Britain, was happy to have Wilma home but said the dog was a little out of sorts. He thanked charity Dog Lost for its support and said he wanted to raise awareness for another stolen dog near where he lives.

NOW WATCH: Why the Saudi crown prince met with Trump, Oprah, Bill Gates, and Jeff Bezos

See Also:

SEE ALSO: Amazon CEO Jeff Bezos explains his famous one-character emails, known to strike fear in managers' hearts

Read Full Story

Can't get enough business news?

Sign up for Finance Report by AOL and get everything from retailer news to the latest IPOs delivered directly to your inbox daily!

Subscribe to our other newsletters

Emails may offer personalized content or ads. Learn more. You may unsubscribe any time.