Complaints

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

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  XPO Logistics, Inc.

  5 American Ln Greenwich, CT 06831-2551

• 

  XPO Logistics

  610 Chelsea Rd Aberdeen, MD 21001-4308

• 

  XPO Logistics

  1020 Derwent Way Delta, BC V3M 5R1

• 

  XPO Logistics

  4400 Northlake Ct Charlotte, NC 28216-2384

• 

  XPO Logistics

  234 E Donovan Rd Kansas City, KS 66115-1416

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:01/03/2023

  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.

  Scheduled delivery of materials for 12-30 between 10am and 2pm at 145 I decided to call and check.
  Lots of run around and stated they had called to reschedule
  Not!!!
  State’s management held back some shipments and mine was one.
  Hour drive to facility 4 hour wait hour back moved equipment to facility to unload truck day before. Lots of expense and lost revenue preparing waiting driving… a simple phone call to inform me would have been the right thing to do… terrible customer service!!! I need a discount, reimbursement or something instead of__we are sorry for your inconvenience… it was a lot more than inconvenience….

  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:12/29/2022

  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.

  XPO has proven to be the most unreliable residential shipper in the industry. ****** contracted with XPO for our treadmill delivery. After 3 "CONFIRMED" delivery times, XPO still has not delivered the treadmill. It has been over a week since the first "CONFIRMED" delivery date, and still no treadmill. The most recent attempt on December 27 involved the treadmill being on the truck of their subcontractor and in our driveway. The subcontractor said it was loaded in such a way it could not be unloaded!!!! How does such an incompetent company stay in business? Will we EVER get our treadmill? An appropriate resolution with be the delivery of the order, undamaged, and appropriate monetary compensation such that XPO is motivated to do their job or get out of the shipping business,

  Business Response

  Date: 01/10/2023

  We apologize for the delay and disruption. Our records indicate the order was delivered on 1/5/23. 

• Initial Complaint

  Date:12/29/2022

  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.

  I purchased a dishwasher from ********* Web site on Dec. 13, including paying extra for installation and for haulaway of my old dishwasher (for a total cost to me of $1212.81--see attached receipt). ******* apparently contracts out its appliance logistics to RXO, which has repeatedly failed to provide proper service or updates. Since placing my order:
  
  1) The dishwasher was supposed to be delivered and installed on Dec. 19, but the delivery team did not do installations, and did not even have tools for removal. I was left with two dishwashers cluttering up my kitchen.
  2) I called and scheduled the installation and haulaway for Friday, Dec. 23. The time window I was given shifted from early morning to 11:30 a.m. -3:30 p.m. At 2:46 p.m., I received a call from the installers saying they were 15 minutes away. They never arrived.
  3) On Saturday, 12/24, I called to find out why the installer never arrived, and was told the installer claimed that the "site was unready." I don't know what that means, but since the installer *never* showed up, there is no way the installer could judge the site.
  4) On Monday, 12/26, I received an e-mail from RXO to schedule my installation again. I chose the earliest available slot, which would have been today, Wednesday, 12/28, and received e-mail and text confirmation.
  5) On Tuesday, 12/27, I received a message saying my installation would take place between 10 a.m. and 2 p.m. on Wednesday.
  6) At 12:41 p.m today, my status on the RXO site was changed from "en route" to "Cannot Perform Stop : Stop not performed due to the order being rescheduled enroute." I did not receive a telephone call, text message *or* e-mail notifying me of the cancellation.
  7) I called again and now have a licensed installation scheduled for Wed., Jan. 4, the first available appointment, which will be a full 2 1/2 weeks since my dishwasher was delivered.
  
  I request that RXO perform the installation, and then refund my installation and haulaway charges.

  Business Response

  Date: 01/10/2023

  Please advise the amount of the refund you are seeking. 

• Initial Complaint

  Date:12/28/2022

  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 on 12/11/22 for my ******* bike. i received an email shortly thereafter scheduling my delivery for 12/20. on 12/16 i received another email that i had been rescheduled for 12/23 between 12-3pm with no notification of why i was randomly being rescheduled. no big deal. everyone is short staffed. i’ll get it soon enough. the morning of my delivery at 11:30 i was called and notified that they would not be able to deliver based on the winter weather that had moved in the night before. totally understand that. no worries. i was rescheduled for 12/27. on 12/26 i had to call the company because i had not gotten any confirmation call or email and wanted to be certain it would be delivered on 12/27. they said yes- between 12-3 yet again. i set aside time off of work for this delivery to happen. my delivery window came and went with no notifications from RXO. i check my tracking to see that it was rescheduled enroute. so of course i call RXO. their excuse it that there were impassable roadways between ********** ** and ******* ****** **. Which i know is a lie. they told me that i should get another email with a rescheduled time by the end of the night on 12/27. nothing. i called 12/28 to get an update because the tracking had been updated to delivered on 12/28 at 6am which had not in fact happened. the person i spoke with told me there was nothing more she could do and that i would just have to wait for someone to reach out to me to reschedule for a 4th time. when i requested to speak to a resolutions specialist she tried several times to tell me there was nothing that could be done and the resolutions specialist would not be able to do anything further. after three attempts to get me to hang up, i was transferred. again was told that i would just have to wait for the item to be scanned again and that they could not guarantee that it would actually be delivered at the next attempt. this company is a joke. avoid at all costs.

  Business Response

  Date: 01/10/2023

  We deeply apologize for the issues. This was also escalated by the retailer and the order is delivering today 1/10/23. 

• Initial Complaint

  Date:12/27/2022

  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 purchased items from ****. **** uses RXO as their delivery company. My first delivery was scheduled for Friday 23 Dec from 2pmto6pm. At 830pm I used their online chat to inquire about my order. AmyLou A. Stated my order was not shipped and no reason was listed and said its normally due to route changes or no driver. My second delivery was scheduled for 26 Dec 0900to1300. I called their customer service number and was told my order will not ship due to routing changes. I asked to speak to a supervisor and was informed they do not have supervisors to speak to. I then asked what guarantee do I have my order and delivery exist and she could not guarantee either. This company does not have the capability of customer service or support and cannot guarantee deliveries. **** has been informed and I am awaiting their response

  Business Response

  Date: 01/10/2023

  We deeply apologize for the delay. Our records indicate the delivery is scheudled for 1/14/23. 

• Initial Complaint

  Date:12/27/2022

  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 a horrible company I was supposed to get my refrigerator on December the 15 th cancel it with put reason I have call this place 15 times and they kept giving me the run around finally told me they was going to deliver it December 24 and guess what they didn't called 6 times that day and kept getting the run around until they knew the drivers was gone for the day. But the funny thing is nobody can find where my refrigerator is at still waiting on them to bring me my 2,000 refrigerator to next time I will order through best buy or Lowe's period This company is pathetic

  Business Response

  Date: 01/10/2023

  We apologize for the delay during our peak season. Our records indicate the order was delivered on 12/28/22. 

• Initial Complaint

  Date:12/23/2022

  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 purchased a new washer/dryer set directly from ***********. XPO delivered the product damaged (unbeknownst to me at the time). Upon running the washing machine, the first time for a full cycle, it shook so badly that it "walked" 3 feet from where it started. At that time, I called the delivery company - they came out to ensure the machine was balanced and that there were no shipping bolts left from delivery. The machine still exhibited the shaking so they sent me back to *******. ******* came out multiple times and determined that the machine was damaged during the shipping process (there is a large dent in the frame, as well as a disconnected internal spring that holds the drum up, and other dents on the side of the machine). Since the item was delivered damaged, ******* informed me that I needed to submit a claim with the delivery company. I submitted a claim with them on 12/3/2022 (this whole process began in mid-October), I received an email back on 12/5/22 stating that my claim had been assigned to "Dominic P******" with a claim number (******) and a ticket number (*******). The email also stated that I could contact him directly. After some time and not hearing from him, I reached out directly only to have the email bounce back. I then reached out to XPO directly and was told to "rest assured" that my ticket was assigned, and I would hear from someone soon - that was over 2 weeks ago. I called again today and was instructed to "call the store" to have them handle it. I reiterated that there is no "store" and that *******, who I purchased from directly, instructed me to call them. I am basically being run around in circles at this point and believe they have no intention of replacing my broken washer. Please note, the company refers to itself as both RXO and XPO. In addition to the washing machine, there was also damage done to my walls and stair railing.

  Business Response

  Date: 01/06/2023

  We have escalated this matter to the Market Director for assistance. You will be contacted directly by local manage to resolve. 

• Initial Complaint

  Date:12/23/2022

  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.

  On 11/28/22 I purchased appliances with a well known appliance company (refrigerator, range, dishwasher, microwave). The ordering process was smooth until shipping and delivery (RXO tracking # ******************). This is when RXO, under the umbrella of XPO, became involved. Our initial delivery was 12/8 between 4-8 pm. I took off work early to wait for delivery. RXO was a no call, no show. RXO tried to say that my address was inaccessible and that I was not home (all lies). I was home the entire window and my ring camera shows no attempts at delivery. When I called RXO, I was told they would need to be taken off the truck and rescanned until we could reschedule anything. I waited until 12/12 to call again. At this time I was told that they couldn't find my appliances. They escalated me to a "resolution specialist" who contacted the warehouse. Once they were found, they scheduled delivery for 12/15. This delivery date was cancelled the by RXO the very next day, 12/14. When I called on 12/14, I spoke to the warehouse again to someone names Edwin. He "guaranteed" the appliances would be delivered on 12/16 between 1:30-5:30. I left work early, again. RXO then cancelled the delivery yet again (#3) - they were overbooked. At this point, I contacted the appliance company. They contacted RXO and escalated the delivery. The reschedule date was for 12/19 between 10-2 pm. I, once again, took off work early, and to no surprise the delivery was cancelled again at 11:10 (#4). When I contacted RXO they told me that the route was never created. I contacted the appliance company again and they contacted RXO again to reschedule for 12/21. 12/21 came and another cancellation (#5) - this time RXO said they didn't print a shipping label. Now for attempt #6 my order is due today 12/23, I have zero faith they will be here (I'm hosting Christmas - Great). I need RXO to stop holding my purchase hostage & deliver. I need RXO to credit me for shipping and loss of time & wages.

  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.
  We are escalating this complaint to the Senior Manager at
  the hub to address; please expect direct contact from RXO to work towards a
  resolution.

• Initial Complaint

  Date:12/23/2022

  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 ******* treadmill on Nov 26th with a delivery date of Dec 19th. Per the ******* service agreement we were supposed to be given a 2-3 hour window the day before delivery. Instead, we received an email the night before indicating delivery was scheduled between 7 am-8pm.
  
  On the delivery day, the delivery drivers never even came to the door (I have double coverage of **** and **** security cameras on both front or back doors). I then received an email indicating that my item had been (erroneously) delivered - apparently closing out the "work order" in their system.
  
  I have called ******* and RXO 4 times, and each and every single time their support simply says no new "work order has been created", and "nothing can be done" until one is. There's no indication of where the treadmill is, how a "new work order gets created", and what the means for timeline for rescheduling a delivery in the future. Zero recourse.

  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.

  Customer Answer

  Date: 01/19/2023

  
  
  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:12/23/2022

  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 purchased a king adjustable bed frame and unfortunately the delivery company was XPO. The first attempt was 12/13/2022, I live on a military base so delivery trucks have to through a particular logistics gate to show their credentials. They never turn a delivery truck away unless they don't have their credentials. Back to 12/13/2022 I get a call at 11:30am by a rude rep telling me the military are giving the delivery driver a hard time and I need to meet him at the welcome center. First, they weren't giving him a hard time, there are 6 gate entrances but only 1 takes large trucks. She wouldn't even let me tell her what gate he needs to go to, just told me I need to get to the welcome center. Mind you it's a very large item, I needed a truck but my husband had it and didn't get off for lunch until 12pm. By the time my husband got there, there was no truck and the driver lied and said the bed was delivered. Amazon called XPO and they said the driver accidentally hit delivered. They rescheduled for 12/17, we get a notification attempt failed and will need to reschedule. Called the contact number and was told the only thing they could do was reschedule for 12/22. I told them to call and we will meet them at the welcome center since it's so hard for them to figure out which gate to go through. She said she will put it in the notes and that the driver will call us. Today, 12/22 the driver did not call, instead we got a notification of failed attempt. They want to reschedule for a fourth time but they cannot guarantee that we will receive a call. What type of logistics company can't do simple logistics?

  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.  As a customer service gesture, we will send you a $50 gift card.  It will arrive by **** in 10-14 business days. Please advise if you still require our
  assistance with this matter.