Modern-day deliveries are convenient, but the process isn’t perfect, as Texas resident and content creator Jess Bennett just learned. Jess had ordered a DJI Osmo Pocket 3 camera to be delivered to her home in Dallas. However, when she opened her Amazon delivery, she allegedly discovered the camera was missing from the box, even though the accessories arrived. She recorded and uploaded her resulting frustration to TikTok and Instagram, netting over 4 million views.
The situation began when a delivery driver noticed something off about the box. In the video, we see her proactively advise Jess to inspect the package before signing for it. Upon opening the box, Jess tells the driver, “It’s not there.” The driver tells Jess that there had been issues with sticky hands at the warehouse. She even noted that the box had been taped up with regular masking tape rather than the standard Amazon tape.
Determined to get to the bottom of the issue, Jess confronted the situation head-on in her second video when the package was meant to be redelivered. When the driver arrived, she immediately realized that it looked like the same box from the previous day. She asked the driver if she could check it before signing anything and, on opening the box, claimed, “And we’re having the same problem. It’s still not in here.”
A repeat delivery
At that point, Jess turned the box to the camera to show its contents. She told her viewers, “But it’s the same box from yesterday. The light that I got yesterday and the tripod I got yesterday. And the camera is still not in here.” It should be noted that all we have is Jess’ assertions, and Amazon hasn’t confirmed or responded to the situation. After being disappointed a second time, Jess asked the driver for a phone number to speak with a warehouse manager.
In the call, the warehouse manager asked Jess if she had spoken to customer service, stating, “Because right now you’re talking with the delivery station, and we are not in charge of, like, none of the like reimbursement.” Jess firmly told the manager that she had already asked for a replacement. Then she pushed for more accountability.
Jess told the manager, “I do believe that if you were consistently getting troubled calls about missing packages at delivery and tampered boxes, that you, as a manager, need to investigate your workers, your cameras, and your location to figure out why are we consistently missing a package?”
Many viewers took to the comments section to share their experiences with missing items. One user noted, “I’m sorry girl. I saw a guy get his Garmin stolen 3x by Amazon, his box was empty each time.” Many more speculated on whether the driver or the warehouse staff was at fault for the alleged missing item.
One user, who identified as an Amazon delivery driver, explained that drivers often have no way of knowing exactly what should be inside a box, but they do notice when packages arrive at their station already damaged. They mentioned that the correct protocol is to mark such items as missing, rather than sending them out again.
Other commenters suggested that Jess should simply request a refund and look toward other retailers for high-value electronics, citing similar experiences with other tech products like AirPods or high-end cameras. In one case, a woman received a completely different set of items than what she ordered.
According to a guide by Delivery Amigo, package theft is a widespread issue with a growing financial impact because the median price of stolen items has increased significantly in recent years. When a package goes missing or arrives tampered with, the first step is always to conduct a thorough self-investigation.
In the case of a tampered delivery, the next step is to contact Amazon’s customer support. Reaching a human agent via the chat or phone helpline at 1-888-280-4331 is usually the best way to resolve the situation.
It’s worth noting that Amazon does offer an A-to-Z Guarantee, which acts as a safety net for orders sold and shipped by third-party sellers. Per Delivery Amigo, if you are dealing with a damaged or missing item, this policy can help facilitate a refund or replacement. To prevent these issues in the future, experts often suggest using secure options like Amazon Lockers and opting for “Signature Required” on expensive deliveries.
In a later update regarding her personal situation, Jess shared, “My husband and I just decided to go ahead and request a refund cause we weren’t trying to go through that again.” Amazon provided a small credit for the inconvenience. Jess claimed that the company didn’t directly address her specific concerns about the warehouse issues in their public responses to her social media posts.
Published: Aug 18, 2026 07:20 am