Discusses how Milford became model Amazon town

By Scott Calzolaio

When the Amazon warehouse in Milford opened in 2019, at a cost of $34 million, the Board of Selectmen were hit with a slew of complaints about the company’s sudden encompassing presence in town; but now Milford’s relationship with the retail giant is attracting attention from others facing similar issues.

The early relationship with Amazon was rocky. Tensions flew high as residents felt imposed upon by the company, said Tom O’Loughlin, Chairperson of the Board of Selectmen.

Between truck traffic, tractor-trailers going down streets that cannot support the weight, and various complaints of property damage, it was clear to O’Loughlin that a more working relationship with the company would benefit both parties.

“There were people that had fences knocked down, and other damage,” he said. “I’ve built a relationship with them because of the number of complaints.”

O’Loughlin said he began establishing this relationship with local delivery contractors, and Amazon representatives alike. What were once long updates and lists of complaints from the Board of Selectmen, have faded to near quarterly updates in the last three years, he said.

By working with these Amazon liaisons during his three-year tenure with the Board of Selectmen, O’Loughlin said the relationship with the company has become less of an issue and more of an opportunity.

“Some of what we’ve accomplished here, they pretty much use as a model,” he said. “I have received calls, not only from across the state, but from across the country saying ‘Tell us how you did this’,” he laughed.

Establishing this working relationship, he said, was far easier than he thought it might be, as they were very receptive to change, and willing to take the pressure off by helping in any way.

“The way I’ve approached it - you can live in an arm-wrestling contest forever, or you can sit down and have discussions about how we can resolve these issues for our residents,” said O’Loughlin.

Now, Amazon has paid for certain street signs deterring their drivers from heading down structurally questionable roads. The company also aids with seasonal cleanups around their two town warehouse locations and surrounding areas. Porta-potty facilities have been installed along with dumpsters near the entrances and exits of the warehouse locations as well, to ensure drivers do not resort to littering.

These, said O’Loughlin, are just a few examples of how the company has shifted to a “friendly neighbor” attitude towards the town and its representatives.  

Complaints, he said, have dwindled over the last year or so, and Amazon remains highly receptive to the criticism. 

“When we get a complaint, we send it to Amazon right away. We don’t wait for a meeting, and they’re very responsive,” he said. “I’ve had people with knocked down fences come back to me and they could not believe how quickly Amazon responded.”