Jeff Bezos' response after a warehouse employee directly emailed him about pay is jaw-dropping

Unlike smaller federal offices or start-up companies, the tech giant  Amazon has thousands of workers worldwide. In such large-scale businesses, one would not naturally expect the CEO to be in line with the grievances of lower-level employees. However, Jeff Bezos, the founder and former CEO of Amazon, was an exception. Despite handling a plethora of leadership responsibilities, Bezos once managed to address a warehouse employee's complaint and it blew up into a massive investigation. The series of incidents that unraveled as a result of the warehouse worker's email to the CEO was reported by the New York Times in 2021.

In 2020, Tara Jones, an Amazon warehouse worker and a mom, was absolutely baffled to find that her salary was $90. On seeing the payment message on her phone, Jones, whose actual pay stub was $450, realized that she was underpaid for no reason. So, like any other concerned employee, Jones reported this issue to the management, but that didn't work out. Having some knowledge of accounting, the warehouse worker was so frustrated at being underpaid repeatedly and she finally took a daring leap. She directly sent an email to the then-CEO, Bezos himself.

"I'm crying as I write this email because I'm tired of calling people over and over again and no resolution," Jones wrote in her email. "I'm behind on bills, all because the pay team messed up," the worried mother added. But little did Jones know that her mail would actually be read and her grievance be addressed by the founder. Bezos sparked an investigation and it was found that Jones was not alone in being underpaid. As it turned out, it was an issue that impacted several other employees from 179 other Amazon warehouses for over a year and a half. New parents, employees on medical leave and other vulnerable workers were the scapegoats of this payment system malfunction at Amazon.

Some workers, who were on longer periods of leave for medical or other distressing reasons, were fired for no-shows and those who tried to return to work lost months of income. James Watts, an Amazon employee who had repeated heart attacks and strokes, lost his benefits while on disability leave. It left the 54-year-old having his car possessed and he had to sell even his wedding rings to afford life. Kelly Nantel, a spokesperson for Amazon, told the outlet that the payments restarted instantly after this investigation. Thanks to Jones's email to the CEO the company strived to avoid such mishaps and vowed to become "Earth's best employer." The current CEO, Andy Jassy, who replaced Bezos in July 2021, reassured that the organization's leave system would be enhanced.

It was just one of the many incidents in which Bezos had paid heed to his workers and customers. During the early days of building Amazon into a technological superpower, the founder proved a valid point about customer service to one of his employees by calling Amazon customer service during a meeting. He shared about this uncomfortable situation during a Lex Fridman Podcast. While the employee argued that the metrics were favorable, Bezos didn't want the complaint of longer wait times on customer service calls to go unattended. So, when he dialed the 1-800 number, the team was dumbfounded to see that they had to wait for over 10 minutes, unlike the 60-second wait that Amazon promised.

This article originally appeared 3 months ago.