A quiet residential delivery in Greater Manchester has become the centre of a distressing complaint involving a pet owner, her dog, and a delivery driver whose actions have sparked anger, concern, and ongoing investigation. Liz O’Brien, a 64-year-old resident of Leigh, says she witnessed a delivery driver kick her three-year-old Cavapoo, Alba, in the head while dropping off an Amazon parcel at her home. The incident, which occurred on 30 January, left the dog frightened and withdrawn, and prompted a formal complaint that Liz says has not been handled with the seriousness she expected.
The episode unfolded in what Liz describes as a controlled and clearly marked environment — her enclosed yard, where signage warns visitors about the presence of dogs and requests that gates be secured. According to her account, Alba was roaming within the gated space when the delivery driver entered the property rather than leaving the parcel outside, which Liz says is the usual practice. What followed, she claims, was a sudden and forceful act that left her shocked and deeply unsettled.
Her concerns extend beyond the physical impact on her dog. Liz, who runs a part-time dog daycare business, says the incident has affected Alba’s behaviour and confidence around people. At the same time, she has expressed frustration over what she sees as a dismissive response from Amazon after reporting the matter, including an offer of a £10 voucher, which she felt trivialised the seriousness of the situation. The company has confirmed that it is investigating the incident, though Liz says she has struggled to obtain further information about what action, if any, is being taken.
The complaint raises questions about delivery practices, responsibility for contracted drivers, and the challenges of proving incidents that occur without recorded evidence. It also highlights the emotional toll such encounters can have on pet owners who rely on clear communication and respectful conduct from those entering their property.
The Incident in the Gated Yard
Liz O’Brien says she was inside her home when she heard the delivery driver entering her yard, where Alba was roaming freely. The property, she explains, is enclosed by a gate and clearly marked with a sign alerting visitors to the presence of dogs and asking them to shut the gate behind them. Normally, delivery personnel leave parcels outside the gated area, but on this occasion, she says, the driver entered the yard directly.
Alba, described by Liz as friendly and energetic, began barking — a typical reaction for the small Cavapoo. Concerned that the dog might run toward the open gate, Liz stepped outside. What she says she saw immediately alarmed her. According to Liz, Alba approached the driver in what she describes as a typical greeting, jumping up in an attempt to engage. Instead of stepping back or attempting to calm the dog, she claims the driver responded with a forceful kick.
She described the moment as shocking and sudden. The dog yelped loudly and ran away, clearly distressed. Liz says she feared the impact might have caused serious physical harm, including potential dental injury, and quickly checked Alba for visible damage. Although she did not find immediate physical injury, she says the emotional effect on the dog was evident almost immediately. Alba became subdued and withdrawn, behaviour Liz says was unusual for her normally confident temperament.
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Liz attempted to confront the driver and record identifying details, including the vehicle registration. However, she says he left quickly, driving away before she could gather information. She also noted that he did not shut the gate behind him when leaving, something she considers a further safety concern given the presence of dogs on the property. The speed with which the driver departed, combined with the absence of any apology or acknowledgement, contributed to Liz’s sense of disbelief and frustration. She describes the encounter as brief but deeply unsettling.
Aftermath and Impact on Alba
In the days following the incident, Liz says Alba’s behaviour changed noticeably. The dog reportedly became hesitant around people and displayed signs of anxiety when approached. According to Liz, Alba also lost interest in food for a period after the encounter — an unusual reaction that heightened concerns about emotional stress. For Liz, who operates a dog daycare business, changes in canine behaviour are something she monitors closely. She says she is accustomed to observing how dogs respond to stress or unfamiliar experiences, and in her view, Alba’s reactions were consistent with fear or trauma.
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She emphasises that Alba is typically sociable and affectionate, characteristics common in Cavapoos. The sudden shift in behaviour, she says, underscores the seriousness of what occurred, even in the absence of visible physical injury. Liz also points to the broader context of her property setup. The enclosed drive and warning signage, she explains, are intended to ensure safety for both visitors and animals. The system works effectively when people respect the boundaries and follow the instructions provided.
In her experience, most delivery drivers leave parcels outside the gate or make contact before entering. The driver’s decision to walk into the enclosed area was, she says, unusual and unnecessary. She believes this choice created the circumstances that led to the confrontation with Alba. The incident has also affected Liz emotionally. She describes feeling shocked by the suddenness of the event and disturbed by what she perceived as unnecessary force.
Her concerns extend beyond her own household to what she sees as a broader issue of how delivery personnel interact with animals on private property. For someone who works with dogs professionally, the situation is particularly troubling. Liz says that respectful and calm behaviour around animals is essential, especially when entering environments where pets are present and clearly indicated.
Complaint, Corporate Response, and Ongoing Investigation
After the incident, Liz contacted Amazon to report what had happened. She expected a formal investigation and clear communication about the steps being taken. According to her account, the response she received did not meet those expectations. She says she was offered a £10 voucher for future purchases, which she viewed as dismissive. In her view, the matter was not about financial compensation but about accountability and assurance that such behaviour would not be repeated.
Liz says she told customer service representatives that the offer did not address the seriousness of the complaint. She maintains that her goal was to ensure that drivers are properly trained and monitored when entering properties where animals are present. She also says she attempted to escalate the complaint but encountered difficulty obtaining further information. One of the challenges, she acknowledges, is the absence of video or photographic evidence. Without recorded proof, the investigation relies largely on witness accounts.
Amazon has confirmed that the incident is being investigated and stated that it maintains high standards for its delivery service providers. The company also noted that many of its drivers are not directly employed by Amazon but operate through third-party delivery service partners. This structure can complicate accountability from the perspective of customers, particularly when incidents occur on private property and involve individual driver conduct. Liz says she has been asked whether she has any footage of the event but has none to provide.
The lack of evidence has contributed to uncertainty about how the situation will ultimately be resolved. Liz says she remains concerned about the potential for similar incidents elsewhere if appropriate action is not taken. Her focus, she says, is not on compensation but on ensuring that delivery practices are safe and respectful. She believes the issue deserves serious attention, particularly in households where animals are present and clearly signposted.
As the investigation continues, Liz says she is still seeking clarity about what steps Amazon will take in response. For now, the incident remains unresolved from her perspective, with lingering questions about responsibility, oversight, and the treatment of animals during routine delivery visits.