customer service – Pain In The Bud

Another Amazon Driver Steals A Cat, This Time In California

Junie the cat is a friendly tabby who was taken by an Amazon driver delivering a package to her family’s home in Bakersfield.

First, please allow me to apologize for the light blogging this week. Allergies are absolutely killing me right now and apparently pollen counts are about as high as they get locally, according to weather sites.

I don’t usually get it this bad, but holy crap! I’m stuffed up, my eyes are watering and my head is pounding. Is it possible that one type of allergy can override another? If so, maybe I should grab Bud and take a deep huff. His reaction alone would be worth it.

“What the…what is the meaning of this, human?! Unhand me immediately, and apologize with those Friskies Natural yums that I like!”

Today we have another story about an Amazon driver taking a family’s cat after delivering a package to their home in Bakersfield, California.

The family’s home security cameras captured footage of the driver approaching the friendly cat named Junie on May 14 and driving off with her.

Amazon won’t name the driver and will only say that the company is cooperating with police, according to NBC affiliate KGET in Bakersfield.

So far Junie hasn’t been returned and Junie’s family has no answers.

I realize that Amazon is a massive company and that millions of deliveries go off without a hitch, but still. There are dozens of incidents involving drivers stealing cats that we know of, many more that preceded our efforts to track the ongoing problem, and the company has a reputation for being unhelpful in assisting customers when their drivers take off with pets. At what point does someone say “Hey guys, don’t steal cats and dogs from our customers”?

Likewise with the lack of protocols to deal with these situations and the company’s slow responses in situations where it’s critical to act as quickly as possible.

Local police are investigating while Junie’s family pleads for the return of their cat. As with several other families who have been in this position, they say they just want her back and won’t ask questions if she’s returned.

“They could just drop her off in the driveway, she knows what to do,” said Brenda Wilson, Junie’s caretaker. “She’ll come straight to the garage, get inside the house.”

PS – Please excuse this test: The Cat Guy is a no good, lousy, rotten content thief! (Wink wink!)

Update, 5:27 pm: I wanted to see if The Cat Guy was manually reposting my content or automatically scraping it. I’ve now confirmed the latter. There are few options for dealing with this, but we’ll see.

Cop Named Cat Busts Amazon Driver Named Cat For Stealing Family’s Cat

It’s the first case successfully prosecuted under a new UK law that treats pets as living beings, not the “property” of a person or family.

It started, as these things often do these days, with an Amazon delivery driver who took a shine to a UK family’s pet feline.

Catalin Stancu, 41, was delivering a package to a home in West Yorkshire this January when he spotted a floofy tabby cat named Nora. When Nora didn’t come back inside that day and was still missing a day later, homeowner Carl Crowthers checked footage from his surveillance cameras and saw Stancu interacting with Nora before picking her up and driving off with her.

We wrote about the theft at the time, noting Amazon hadn’t changed its standard customer service response (“How much would you say your cat was worth?”) to customers traumatized by the company’s drivers stealing their beloved pets.

Crowther also hinted that he’d like to go into more detail, but didn’t want to endanger an ongoing police investigation. Now we know why.

Nora’s family contacted West Yorkshire police, who put Sgt. Cat Ryan in charge of the investigation. Ryan used information from the surveillance videos to track Stancu to his home. Around the same time Stancu, realizing footage of himself was spreading on socials and in traditional media, contacted Crowthers via Facebook to return Nora.

On Thursday, Stancu was sentenced, marking the first time a person has been successfully prosecuted using changes made by the Pet Theft Act.

That law, passed and enacted in 2024, creates a new category for pet thefts recognizing animals are not just property that can be replaced. It gives police new ways to charge people accused of stealing pets and provides judges with more options for sentencing, including up to five years in prison, fines, community service and other sentencing conditions.

It’s also a model for other countries and jurisdictions. Currently, almost every US state law lists pets as property, most under archaic agriculture and markets laws that were meant to settle disputes over farm animals. This is also a subject we’ve covered, noting the numerous advantages of modernizing animal laws so crimes involving pets are treated differently than, say, an argument between two farmers about who owns a particular cow.

Stancu admitted to driving off with Nora before his sentencing, but said despite the fact that she was wearing a collar, he thought she was a stray.

“I didn’t steal her, I took her,” he told the court.

District Judge Paul Marks gave Stancu an eight week suspended jail sentence and ordered him to pay £500 in compensation, which equals about $670 at current exchange rates. A suspended sentence is the UK equivalent of a conditional discharge in US courts, meaning Stancu must stay out of legal trouble for at least a year to avoid serving jail time.

Marks acknowledged that Stancu made efforts to return Nora once the story hit the press, but said his actions still violated the law.

“Whatever your initial motive was for taking Nora, and whatever concerns you had about Nora’s health, you should not have behaved in the way you did,” Marks told him. “Nora was a much-loved family pet and the family wanted her back… The distress they suffered for three days when they knew nothing of where Nora was, was very upsetting.”

In a statement, the family said they’d spoken to Stancu, accepted his apology, and hope the case helps people realize they’re doing more than removing “property” when they take a cat or dog. Nora, they said, is a member of their family.

“We are incredibly thankful and relieved that she was eventually returned safely to us,” the statement reads. “We hope today’s outcome sends a clear message that animals are not objects to be stolen, and that the pain caused to families by these actions is very real.”

As for Sgt. Cat Ryan, she said she was happy to catch Catalin Stancu and return a family’s beloved cat. The Pet Theft Act, she said, made it possible because such crimes are now taken more seriously under the law.

“One look at how happy the Crowther’s have been happy to have Nora home, and see how settled she is to be back, only confirms how important it was for us to achieve this outcome,” she said.

NOTE, 5/15: Stancu’s sentence included £500 in compensation to the victims and a suspended eight week jail term. Under the plea agreement, Stancu will avoid jail if he stays out of legal trouble for the next year. A previous version of this story did not note the jail sentence was suspended.

Grieving Family Wants Answers After Amazon Driver’s Theft Of Their Cat Ends With His Death

A Kansas City family is in anguish after an Amazon delivery driver stole their senior cat, beginning a sequence of events that led to his death. Once again, Amazon treated the situation like a routine customer service issue.

At this point it feels like the certainties in life are death, taxes and Amazon delivery drivers stealing pets.

If there’s a fourth, it’s Amazon’s predictably awful response to customers whose cats and dogs are stolen by the company’s drivers. Whether asking distraught customers how much the pet was worth, offering credit, or offering to send stuffed animals as replacements, Amazon has generally been unhelpful. This is a pattern going back years now and Amazon still hasn’t come up with a protocol to handle these situations.

A recurring problem is that Amazon treats the incidents like regular customer service complaints. Their customer service representatives aren’t trained for the possibility, they are apparently reluctant to go off-script, and the result is that the reps treat the missing pets like fungible products, as if these situations can be rectified by sending a replacement or reimbursing a customer.

That’s the last thing anyone wants to hear. Pets are companions, considered family by most Americans who have cats and dogs in their homes. Hearing “And how much would you say Fluffy’s worth?” exacerbates the frustration and worry.

In the latest incident, surveillance footage shows an Amazon driver picking up a cat named Sidney from his family’s driveway in Kansas City on April 20. At 16 years old, dependent on medication with his health failing, Sidney was near the end of his life, Marsha Reeves told the local Fox affiliate.

“I knew his time was near, and I just wanted him to be comfortable and at home when it came,” she said.

Because of the driver’s actions, Sidney’s last days were spent in distress and confusion, separated from the people who loved him. The driver surrendered him to a shelter the next day, and Sidney was bounced between shelters and animal control with his family frantically trying to track him when a veterinarian at a rescue group euthanized him.

“I cannot even imagine what he was thinking,” she said. “He did not deserve to die on a metal table with strangers poking him. He should have been at home in my arms when he took his last breath.”
Marsha Reeves, Sidney’s human

It’s a tragic and horrific end for a cat whose family wanted to fill his last days with love. They’re denied closure, and to add to the awfulness of the situation, Reeves said the mega-corporation was not helpful, at first not admitting one of its drivers took the cat, then slow-walking the response.

“I cannot even imagine what he was thinking,” Reeves said. “He did not deserve to die on a metal table with strangers poking him. He should have been at home in my arms when he took his last breath.”

We’ve written about this before, and previous cases make it clear: people who find themselves in this situation should not wait for Amazon (or any other company) to handle it, because it’s not a priority for them. In every case in which a family has successfully regained their cat, the common denominator was they took it upon themselves to lead the effort and were relentless in searching, posting flyers locally, rallying support online and making noise in local media. Sometimes even that’s not enough, but it increases the odds of a happy reunion by orders of magnitude compared to putting faith in a corporation and police.

In this case, there’s been no word from Amazon about consequences for the driver or changes to the way the company trains its delivery workforce and customer service representatives.

The driver “needs to come with a supervisor and face me and my family members who this has affected,” Reeves told the local Fox affiliate. “I think Amazon needs to be held accountable. I think this young woman needs to be held accountable. She needs to realize that there are consequences to her decision making.”

So far the company hasn’t admitted wrongdoing or offered an apology, which is consistent with cases in the past involving drivers who have stolen pets.

“Why won’t Amazon just come out and say ‘we screwed up?’”

Another Amazon Driver Steals A Customer’s Cat

A Massachusetts woman hopes she’ll be reunited with her cat after an Amazon driver took the feline during a delivery.

In one respect, it feels unfair to blame Amazon for its employees stealing cats.

The company’s drivers make millions of deliveries to American homes, and the vast amount of time there are no problems.

On the other hand, this has happened so many times now that you’d think Amazon would make it a priority to tell its drivers: Do not steal cats from customers. It’s not acceptable, it’s traumatic for the cats and their humans, and it’s horrible PR for the company.

The latest incident involves a driver who was caught on camera this week stealing 18-year-old Murphy, who belongs to Kathy Souza of Somerset, Massachusetts. Security camera footage shows the driver retrieving cat food from her vehicle and chasing after Murphy, then disappearing.

Souza told a local NBC affiliate that neighbors at an AirBnB saw the driver steal Murphy. The driver allegedly told them she was concerned about the cat, that it “didn’t seem right to her and she was going to take it,” Souza said.

As of mid-morning Wednesday, Souza posted an update saying she was waiting at the Somerset Police Department, where the driver apparently agreed to return the cat.

Like so many others before her, Souza found Amazon tone deaf, minimally responsive and unhelpful.

“I spoke with someone at Amazon who asked, ‘Is the cat worth more or less than $200?'” an incredulous Souza wrote on Facebook.

A customer service representative also asked Souza to fill out a satisfaction survey, which mirrors the experience others have had when the company’s drivers have stolen pets. Amazon handles the cases as if their drivers stole or damaged property rather than taking living creatures often considered family by the people who love and care for them.

The company’s responses are similar to the way it handled the case of Feefee, a 13-year-old tabby cat stolen from a family in Everett, Washington, by an Amazon driver in late July of 2024.

In that case, Amazon offered to compensate the Ishak family by sending a stuffed animal resembling Feefee, and told owner Ray Ishak that the apologetic driver had contacted police to return the cat. That wasn’t true, and to make matters worse, the Amazon driver abandoned Feefee and wouldn’t tell the family where she’d dumped the cat. Ishak spent several days driving through his neighborhood and surrounding areas, looking for the driver’s car which was visible in his doorbell camera footage.

Ishak found his cat without Amazon’s help after a great deal of stress and effort.

Souza said she would post another update about Murphy “when I have him in my arms.”

Update, 2:05 pm: Souza has been reunited with Murphy.

In a statement, Amazon said the driver’s behavior doesn’t meet the company’s standards and promised an investigation, but a friend of Souza wrote on Facebook that it was pressure from social media posts and local news reports, not action from Amazon, that prompted the woman to return Murphy.

“Rescuing animals is honorable, but due diligence is imperative, and this woman did not do hers,” she wrote.

Murphy is well known among neighbors and doesn’t stray further than three houses from home, Souza wrote in an earlier post.

We’re glad Souza and Murphy have been reunited and this story has a happy ending.

As for the lessons learned here, anyone unfortunate enough to find themselves in this situation should not wait for Amazon to act. The company won’t have the same sense of urgency, and its customer service staff aren’t trained or equipped to take the necessary steps, like liaison with local law enforcement.

In cases where people have recovered their pets, the common thread is that they took the initiative, used social media and local news to get the story out, and were relentless. Time is crucial, because in some cases delivery drivers will panic and abandon stolen pets.

Header image credit Wikimedia Commons

Wash. Family Recovers Cat Stolen By Amazon Driver: ‘She Left Her Outside To Die’

After an Amazon delivery driver stole their cat from their driveway, a Washington state family went to great lengths to recover their beloved tabby — without the help of the online retail giant, which declined to put them in touch with the driver.

Feefee’s back home.

The tabby cat, who belongs to the Ishak family of Everett, Washington, has been reunited with her humans after an 11-day ordeal that started with her abduction by an Amazon Flex delivery driver on July 21 and ended with a long and determined search by her family that led to an apartment complex about six miles from their home.

“My wife and I drove around over the last three days concentrating on apartment buildings until [Thursday] when I spotted a car that matched [the driver’s],” Ray Ishak told PITB. “I have been in the car business for 26 years. I know what to look for. Perfect match, even missing the front wheel cover, just like in the [home security camera] video.

“We went to the leasing office and explained we were looking for our cat and reason to believe it might here. The office employees immediately commented that the police were there a few days ago asking about the cat. We knew then we were at the right place.”

Feefee gets a warm welcome from one of the family’s dogs. The 13-year-old tabby cat was stolen from her family’s driveway on July 21 by an Amazon delivery driver. Credit: Ray Ishak

Feefee’s back home. Credit: Ray Ishak

Feefee digs into a bowl of food after returning home. Credit: Ray Ishak

Ishak and his wife spent the next few hours searching the grounds around the apartment complex, which are covered in heavy brush. While they didn’t find Feefee, they spoke to several children playing nearby who confirmed they’d seen the missing tabby. They gave their phone number to the kids, asking them to call if they spotted Feefee again.

“Around 6 pm they called,” Ishak told PITB. “We took off and found her in very heavy brush and sticker bushes.”

The couple gave the kids rewards for their crucial help, then gently coaxed their frightened cat from out of the brush where she’d been hiding.

A video taken afterward shows a famished Feefee digging into a large bowl of food after her long ordeal. She’d clearly not been eating over the past week and since she’s been home she’s been doing little else besides sleeping and eating.

Ishak said his grandchildren, who are particularly close to Feefee, were “elated” when told she’d been found.

For the family, the reunion comes after lots of worry, stress, taking time off work to search for her — and frustration that neither Amazon nor the driver who stole Feefee helped them recover her.

“What is infuriating is the area where [Feefee was found] is right behind the building where that person’s car was parked. That cat has been out there for days with no food and multiple people have seen her on multiple days. [The Amazon driver] just let her out and could have very easily told us and we could have very easily found her days ago and all this would be put to rest.”

The driver stole Feefee from the family’s driveway after delivering a package on July 21. Footage from the Ishaks’ security cameras shows the female driver squatting down in their driveway to pet the 13-year-old cat. The motion-activated camera timed out momentarily, then was triggered a second time as the Amazon driver left with Feefee in her car.

When confronted with video evidence, Amazon admitted the driver had taken the cat and told Ishak the driver went to the police to return her. That wasn’t true: Ishak checked with the Everett police as well as the county sheriff’s office, and neither had been contacted by anyone trying to return a stolen cat.

Then the driver’s story changed. An Amazon rep told Ishak that the driver claimed Feefee had escaped and was missing.

When Amazon would not put Ishak in touch with the driver, he pleaded with them to at least point him in the right direction, suggesting the driver could make a burner email address or call from a blocked number — anything just to get a lead on where Feefee might be.

The woman refused to cooperate.

“She knew where the cat was for over a week and still refused,” Ishak fumed. “She purposely left that cat outside to basically die, while everyone online was calling us bad people for letting our cat be an indoor outdoor cat and that she is better off with that person.”

The online retail giant never gave Ishak an explanation for why one of its drivers would steal his cat, and said only that she no longer works for the company. In an email exchange with Amazon, Ishak pointed out that his family had been victimized in a crime committed by a company employee, yet Amazon was treating it like a customer service issue and protecting the driver.

In the meantime, the family was frustrated by online comments criticizing them for allowing their cat outdoors on their own property. Feefee was diagnosed with asthma years ago and benefits from fresh air, Ray Ishak said. The cat was in the family’s driveway, just a few feet from their home, when she was stolen.

“I took time off work and after a few days of pure determination looking for a needle in a sea of haystacks we found her,” Ray Ishak told PITB. “I guess we’re not so bad after all.”

Videos and photos in this post courtesy of Ray Ishak.