Business Profile

Logistics

XPO Logistics, Inc.

Headquarters

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Complaints

This profile includes complaints for XPO Logistics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

384 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/19/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ***** ************ Plus, **** Pillow Top 14-Inch Medium Mattress with Surface-Guard - Queen size through ****** on November 21st and set a delivery date of December 15th. I received multiple phone calls, text messages and email reminders to be home in order to receive this delivery. I took off work and was ready the day of; around 10 a.m. I get an alert that the mattress won't be delivered that day. I called XPO who tells me they don't have the item yet, ok, why wasn't this conveyed to ******? Shouldn't there be some sort of back and forth communication? I waited patiently and January rolls around and I get an automated call on the 17th around 10:45 a.m. telling me to be prepared for delivery the following day on the 18th. I accept by following the messages directions, see a confirmation email and even see my delivery scheduled on the app when I click the link that they have my mattress and that it's loaded on the truck ready for delivery for the 18th. I take off my second day of work. That same night on the 17th I get a text message telling me that my delivery has been "unscheduled" -7.5 hours later. I live chat with Amy, who tells me there's nothing to be done and that it will be delivered on the 19th now. I get a number for a "resolution expert" on the same night who says she'll email someone so that it's still delivered on the 18th. When I call the morning of the 18th, I'm told by Elizabeth there's no way it's coming on the 18th but she'll guarantee for the 19th. Ok fine, then two hours later I get a cancellation for the 19th and now it's moved to the 20th! Every time I ask why, I'm told that it's "been rerouted." At one point on a three way call with ******, an XPO employee even flat out said they had no other deliveries to my area so they cancelled. That's absolutely not ok when people are taking off work. I've asked for compensation, after reading the stories here I'm dubious that I'll get that or even my mattress at this point.
Business Response
Date: 01/23/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your
expectations. We take this opportunity
to acknowledge the complaint lodged against our company through the Better
Business Bureau; and have every desire to address your needs and provide the
best solution available.
Our records indicate that your order has been delivered.
Customer Answer
Date: 01/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:01/17/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is impossible to communicate with this company, the escalation methods do not exist. nor schedule I've purchased a washer and dryer from the ** webpage and apparently XPO Logistics is working with ** on the delivery of the heavy items.
Long story short - I'm trying to get my washer and dryer for 7 weeks. First, they lost the "package". ** shipped it again, but now they cannot make a delivery. To be more detailed they did schedule the first delivery (7 Am to 7 Pm) I was waiting the entire day at home, but the delivery team closed this order as "the customer was not home". I tried to call multiple times, but the service center reps just refused to transfer me to the manager. And not provide any solutions for expedited delivery. Per the customer solution specialist, the product did not arrive back at the warehouse or has not been scanned during the entire week.
This purchase was completed on 11/14/2022 with estimated delivery on 12/02/2022.
Today is 1/14/2023 but this delivery is not scheduled and there is no communication has been received from the RXO team.
RXO Tracking #
******************
Business Response
Date: 01/23/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your
expectations. We take this opportunity
to acknowledge the complaint lodged against our company through the Better
Business Bureau; and have every desire to address your needs and provide the
best solution available.
Our records indicate that your order has been delivered. Please advise if you still require our
assistance with this matter.
Customer Answer
Date: 01/23/2023

Complaint: ********

I am rejecting this response because:
Yes, the goods were delivered. But not installed correctly. The attached photo is presenting how the vent hose was connected to the dryer machine.

Sincerely,

****** *********
Business Response
Date: 01/26/2023
We will have someone from the local operations team contact you to resolve this issue.
Customer Answer
Date: 01/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********
I did not satisfy with the service provided by this business but also do not need anything from this company. I just cannot allow them to spend more of my time. Their service is unreliable and required 12 hours windows if the site visit is needed (see attached confirmation for this statement).
This case can be closed.

Sincerely,

****** *********
Initial Complaint
Date:01/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a refrigerator and microwave from **. ** uses RXO as the delivery and installation agent. This order took place on December 4th and we were confirmed a Dec 8th delivery. RXO tracking number ******************. On Dec 8th our delivery was cancelled because RXO couldn’t get the units on their truck. We rescheduled for Dec 15th which was also cancelled by RXO day off because they didn’t have the necessary crew for the delivery, we rescheduled for Dec 22. Dec22 came and RXO cancelled again for the same reason after they sent a delivery window confirmation. We rescheduled for Jan 4 (cancelled the night before) and rescheduled for Jan 6 and then Jan 12 and all were cancelled each time. So that is 6-7 failed attempts by RXO/** and now they tried to schedule on Dec 14th (a Saturday). Once they cancel as I fully expect they will, I will inform RXO and ** to cancelled my full order.
RXO has shown themselves to be a wholly incompetent logistics partner and after speaking to 30+ of their representatives, their customer services is childish and unhelpful. ** will be loosing this order and all my orders because they have hitched their logistics needs to this loser of a company, RXO.
Business Response
Date: 01/19/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your
expectations. We take this opportunity
to acknowledge the complaint lodged against our company through the Better
Business Bureau; and have every desire to address your needs and provide the
best solution available.
Our records indicate that your order has been cancelled, per customer request.
Customer Answer
Date: 01/24/2023

Complaint: ********

I am rejecting this response because:
Yes I cancelled the order with both this business (RXO/XPO) on the call along with an ** rep. I clearly stated that is was cancelling the delivery of the ** refrigerator and microwave because of the horrible service that RXO/XPO performed by never delivering my appliances after 8 times making me stay at home to receive the order. As a further test image to how horrible RXO/XPO is, I received a call from their delivery team 3-4 days after my cancellation This delivery team informed that they were going to deliver a microwave on Saturday and were 1.5 hours from my house. I told them that I had already cancelled the full order 3 days ago and to not deliver the microwave. It shows how unprofessional and awful RXO/XPO’s systems are and customer service people are that this nightmare continued an additional 3 days and 4 more phone calls with them and **. I wanted to log this so that other customers and the BBB could witness further failure by RXO/XPO on my order and stay as far away from this company as possible

Sincerely,

***** ******
Business Response
Date: 01/26/2023
Our records indicate that your order has been cancelled, per customer request.
Initial Complaint
Date:01/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not one to write reviews but I feel I needed to say this in regards to my experience with RXO. They are the WORST!!! I ordered an expensive refrigerator that was supposed to be here on Dec. 29, 2022 and I still did not receive it, they haven't updated me and I have called them numerous times with no resolution. I'm so upset about this!! I lost money from calling out of work on the scheduled delivery date. They reassured me that I was going to get my delivery between 4pm-8pm and they cancelled the delivery at 7:30pm. I don understand how they're still operating. There has to be a better way because this has given me so much anxiety and I've lost a lot of sleep because of this. My toddler has not had milk because we took out our old refrigerator to prepare for them and make their lives easier. UNBELIEVABLE!!! I am still currently calling them everyday and they still have the same answers which has not gotten resolved and it’s now January 10, 2023. It has been almost 2 weeks since my refrigerator was supposed to be delivered and I still have yet to receive a response regarding rescheduling. I am truly upset and like I mentioned above, it has been messing with my mental health. I do hope that this review helps some of you out there.
Business Response
Date: 01/19/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your
expectations. We take this opportunity
to acknowledge the complaint lodged against our company through the Better
Business Bureau; and have every desire to address your needs and provide the
best solution available.
Our records indicate that your order has been delivered. Please advise if you still require our
assistance with this matter.
Initial Complaint
Date:01/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
XPO delivered closets from an **** purchase on Nov 29th 2022.
The driver hit a big branch broke it and severely damaged the tree. I had to call someone to take care of the branch and treat the tree. It costed me $250.
I reached out to XPO several times and they have not responded.
I expect them to pay me back the damage they have they have caused
Business Response
Date: 01/19/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your
expectations. We take this opportunity
to acknowledge the complaint lodged against our company through the Better
Business Bureau; and have every desire to address your needs and provide the
best solution available.
Our records indicate that there is a claim open and have tried reaching out to you twice (E-mail attached). We need you to please provide us with a receipt for the amount you are requesting.
Customer Answer
Date: 01/19/2023

Complaint: ********

I am rejecting this response because: we have sent the estimate.

Sincerely,

****** *******
Business Response
Date: 01/26/2023
We have received your estimate and are currently working on your claim. We will contact you once we have an update.
Initial Complaint
Date:01/10/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday, 1/9/22, I was supposed to receive a package from XPO logistics, a third-party company used by the *******. I was expected to be home for this and hence took a half-day from work. Since I am an active duty military member this is difficult for me to do but I made it work. After waiting at home, I called to ask for an update on my package since the online tracker showed that it was no longer "out for delivery". I was told the package was not delivered due to my "not being home to receive it". After some push back, I discovered that the delivery team did not even attempt to bring the package on base. The truck is supposed to use the industrial entrance to the base, which was depicted on their delivery route. If they are not immediately approved, they are supposed to call me and I can drive over to escort them. They did neither of these steps. The driver then blamed me and refused to return even though I had two hours left in my quoted delivery window. After calling XPO logistics twice I was told I would have to wait another week and that they could only give me a 15 minutes heads-up to meet them for an escort. This is completely unacceptable since they are at fault. I am also unable to drive over to escort them at the drop of the hat since my job has me often without my phone. I have attempted to call ******* twice but both times I was put on hold for 30 minutes without anyone answering before I hung up.

My XPO tracking number is ******************
Business Response
Date: 01/19/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your
expectations. We take this opportunity
to acknowledge the complaint lodged against our company through the Better
Business Bureau; and have every desire to address your needs and provide the
best solution available.
Our records indicate that your order has been delivered. Please advise if you still require our
assistance with this matter.
Initial Complaint
Date:01/09/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
****** *** shipping company. Stay away, buyer beware they will do everything in their power to make the process a living ******* nightmare.
Business Response
Date: 01/17/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your expectations. We take this opportunity to acknowledge the
complaint lodged against our company through the Better Business Bureau; and
have every desire to address your needs and provide the best solution
available.
Our records indicate that a return was completed on 1/14/23. Please advise if you still require our
assistance with this matter.
Initial Complaint
Date:01/09/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a *** ******* bike from ********* on 19 December 2022. On 23 December, I received my first email from XPO requesting I schedule my delivery, which I did for 29 December. I received an email confirmation from them, another on 28 December confirming the 29 December delivery and time between 3 and 7 pm. I took off work to be home that day. On the morning of 29 December, I received a text stating they were on their way, would be there between 3 and 7 pm. Later that morning I received another text confirming my bike was on its way.

Late morning, a voicemail came through stating my package was missing a monitor and needed rescheduled. Now, how do you - on 23 December - tell me you have all the parts, it is supposed to be on the truck, call me and state it is missing parts? I asked for a manager, to be met with the response, "we do not have any manager here".

They asked to reschedule to 30 December, and I requested Saturday, 31 December. They confirmed via email for that date. The next day, 30 December, I receive a text that my bike is on its way for a delivery between 3 and 7 pm. Rather than fighting with them I rearranged my schedule to be home. They are supposed to call 30 minutes prior to delivery. I never received a phone call and they never showed up. I called them and they stated they tried to deliver it but no one was home. (1) I was home, and (2) I have a **** ******** camera that automatically records anything that approaches the front door. No recording. They then stated that I said I would not be home that day and that is why they did not deliver it. Which reason is it? And why unilaterally schedule it for the day I told you I would not be home?

Finally, they told me that I could not reschedule until the bike was returned to their warehouse. It is now 8 January, and they have no idea where the bike is. Completely lost.

This delivery company is terrible and needs to be punished for such terrible business practices.
Business Response
Date: 01/17/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your expectations. We take this opportunity to acknowledge the
complaint lodged against our company through the Better Business Bureau; and
have every desire to address your needs and provide the best solution
available.
Our records indicate that your order can be rescheduled for 1/23/23 or 1/30/23, your area is only serviced on Mondays. Please contact us at ###-###-####.
Customer Answer
Date: 01/21/2023

Complaint: ********

I am rejecting this response because:
I told this business several times now that I cancelled this order with ********* dude to RXO's and *********'s incompetence and lacking customer support. I would not trust this shipping company to deliver a toaster let alone a pricey exercise bike.
I called ********* again and requested they also contact RXO and tell them to stop contacting me.

Sincerely,

***** ******
Business Response
Date: 01/26/2023
The order has been cancelled in our system, per your request.
Customer Answer
Date: 01/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is unfortunate that it came to this due to their level of incompetence and carelessness.
BBB, thank you for your assistance, as I was getting nowhere until you became involved.

Sincerely,

***** ******
Initial Complaint
Date:01/04/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the worst service ever received I bought a refrigerator They told me to discard my old fridge which I did they told me the fridge will be deliver December 12. We paid somebody to wait For ******* delivery no show no call a new appointment was set up again Fr December 17. Again no show or call. They promise to deliver before Xmas again

no show or call Later I was told the unit was
stolen at the ware house. They ruined our Xmas and new year Wasted food loss of money due to lack of fridge very poor service !!!!!!!!!!!!!!!!! As of today still don’t have my fridge or delivery date

Here is what I found ********: You have 1 order pending to be delivered. Order * * * * * * * * * * *. Your product: 26.5 cubic feet Large Capacity 3-Door French Doo
Business Response
Date: 01/12/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your
expectations. We take this opportunity
to acknowledge the complaint lodged against our company through the Better
Business Bureau; and have every desire to address your needs and provide the
best solution available.
We are escalating this complaint to the Senior Manager at
the hub to address; please expect direct contact from XPO to work towards a
resolution.
Initial Complaint
Date:01/03/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for an entertainment center and rug that costs $1425.65 on 11/21/22. I was told it would be delivered on 12/20/22 by this delivery service RXO, also known as XPO. While this was out for delivery, it was rescheduled due to the delivery truck being ‘at capacity’. I was not contacted at all, I found out why it was being rescheduled whenever I reached out to customer service. Since then, I have been told that I would need to wait for the furniture to be returned to the facility so I can reschedule a delivery date. It has not made it back to the facility. Customer service has no answers, I am wondering where my furniture is. All of the google reviews run into the same issues. I have yet to be contacted by this company once since my complaints.
Business Response
Date: 01/12/2023
Thank you for taking the time to communicate to us why our
recent delivery/installation of your purchased goods did not meet your expectations. We take this opportunity to acknowledge the
complaint lodged against our company through the Better Business Bureau; and
have every desire to address your needs and provide the best solution
available.
Our records indicate that your order has been cancelled. Please advise if you still require our
assistance with this matter.

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XPO Logistics, Inc. is NOT a BBB Accredited Business.