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 Last Mile

  1851 W Oak Pkwy Ste 100 Marietta, GA 30062-2285

• 

  XPO logistics

  6314 Fly Rd East Syracuse, NY 13057-9325

• 

  XPO Logistics

  400 Southport Dr Morrisville, NC 27560-8675

• 

  XPO Logistics

  8 B Ct S Edison, NJ 08817

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: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.

  The story is too long to tell all the inept at best or fraudulent at worst details. Here’s a summary:
  - Delivery of new ******* ***** scheduled for Dec 20 from 3-6 pm.
  - No delivery or communication by 6:30 pm. A phone call and online chat at 6:30 and 7:30 pm gave no excuse and no information from the drivers. A request to have the ***** delivered the following day was denied, I was told it had to be delivered that night.
  - Multiple phone calls, chats and emails on 12/21 revealed the drivers lied and said I requested a new delivery date. I had asked about the next da, was told that wasn’t possible, and that it would still be 12/20 no matter how late. Told the ***** was heading back to their facility and a new delivery date would have to be established.
  - Emails and chats with Peloton apparently got them in contact with RXO management (something I still haven’t received). They were told our delivery would be prioritized.
  - Multiple emails the evening of 12/21 and the day of 12/22 say it’ll either be delivered 12/31 or 1/4. You’ll notice those are 11 and 15 days after their drivers incompetence and/or fraudulent behavior kept our ***** from us.
  - Still no explanation about the driver’ lies about not being able to stop, or an explanation of why we have to keep waiting so long. Still no contact from management.
  - Good thing it‘s winter break and we can enjoy our new ***** while we’re all home from school and work. Oh wait…..

  Business Response

  Date: 01/11/2023

  We deeply apologize for the delay and disruption. Our records indicate the delivery was completed on 12/31/22. 

  Customer Answer

  Date: 01/16/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is not satisfactory to me due to the still unexplained long delay in delivery there is nothing else that can be done.
  
  
  
  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.

  Horrifically terrible customer service. Delivery scheduled for 12/20/22. Never received phone call 30 minutes before arrival. Received email stating driver attempted delivery and we were not home, so item was returned to hub. We were home watching for driver and nobody ever showed up. Attempted to contact carrier. Call routed to foreign call center that was unable to give me any helpful information and unable to provide contact info for anyone who could help. I've spoken to four different people from the same call center in the last two days. Each gave me a different explanation for the delay, and as of now nobody can tell me where my package is or when it will be delivered. Most recently they suggested that it had never arrived at the hub and was not scheduled for delivery, despite multiple emails and text messages confirming the original schedule. I was also told they do not have any supervisor or manager I can speak to. I contacted ****** to file a complaint and they were only able to reach out to the same call center I had already spoken with. I notified ****** that going forward, if I see any order scheduled for delivery through XPO/RXO I will immediately cancel the order and go through someone else.

  Business Response

  Date: 01/11/2023

  We deeply apologize for the disruption. Our records indicate the delivery was rescheduled and completed on 12/29/22. 

• Initial Complaint

  Date:12/22/2022

  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.

  Used there service to ship a motor on 8/11/2022. With setting up the shipment I added insurance since it was $8,000 motor. Upon delivery the driver showed right a way there was damage done and knew I had added the additional insurance. I also have all of the paper work plus the damage invoice for the parts for $1,371.79. Also all of the pic that where taken in front of there driver. All I want is what the parts costed me hence why I paid for added insurance and the value of the motor.

  Business Response

  Date: 01/03/2023

  This has been escalated to the LTL division to reach out to the customer directly to address. 

• Initial Complaint

  Date:12/21/2022

  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.

  Let me start off by saying I have never dealt with such horrible company, until I read their reviews to confirm.
  
  My ******* refrigerator was initially delivered on 11/2, but the driver called to inform me the door was damaged and assure me he would deliver another the very next day.
  
  Next day came with no call and he never answered his cell again. So, I called their call center to arrange another date. 12/5 was selected and confirmed. Again, no call, so I contacted their center and was told truck broke down. 12/6 was then selected and confirmed. No call again so I called center again, wasn't provide a reason for failed delivery. New delivery date was changed to 12/9. Again, no call, so I called the center and was told delivery won't happen due to over booking that day. 12/14 was chosen. Day came with no calls again, so I call the center again. This time I was told Saturday 12/17 is guaranteed. Saturday came and went with another no call no show. I was told driver came then left and lied about no one home. This is the 5th day we had to arrange our schedule to wait at home only to have shipment canceled without notice.
  
  This is totally unacceptable business practice.

  Business Response

  Date: 01/03/2023

  We deeply apologize for the delays. Our records indicate the delivery was completed on 12/28/22. We are sending you a $50 **** gift card in the mail to the address where your delivery was completed as a customer service gesture. 

• Initial Complaint

  Date:12/21/2022

  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 and 11/29, we submitted a total of 4 orders through *******, qualifying us for Fast Delivery. Most of these items were to be delivered by 12/2, with the remaining item between 12/5-12/6. Two of the appliances arrived on time. However, the remaining two appliances have yet to arrive. Between these two orders there have been over 10 requests for reschedule, which generally happens far later than the deliver window has closed for the day. Upon calling customer service multiple times, we have received excuse after excuse with the most infuriating response of " I'm sorry but your order is not on the route for today." What is that?! It was scheduled, RXO has confirmed, and RXO re-confirmed the day of in writing via email and text. They have falsified report tracking information on their website- stating that we were "Not Home" for a delivery on 12/7. Nice try- my husband lost a day of pay taking off, we have phone records indicating we never received a call, and to top it off, we have camera's surrounding our entire home- actual footage of them NEVER arriving. It was recorded with appliance retailer that the item was delivered- interesting. Regarding the second appliance, we received the same excuses and this last one was that "the order has been cancelled due to a work order for replacement"- evidently, they have no idea where the appliance we spent over $1,000 on is located. Oh by the way! Noone ever notified us of this- we found out by checking the tracking status because that isn't fishy at all. We have requested to speak to a manager multiple times and were told there aren't any managers but can see a Headquarter response on a previous complaint stating there are. We want our items delivered by 12/23, as we are hosting a holiday gathering and literally have to put the kitchen renovation on hold because this business is so disorganized. This has inconvenienced our family, caused undue stress, and is completely unprofessional.

  Business Response

  Date: 01/03/2023

  The product is located at our *********** ** location and is scheduled to deliver to you tomorrow 1/4/23. We deeply apologize for the errors on our tracking page and confusion. 

• Initial Complaint

  Date:12/21/2022

  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.

  We moved to a new community where the active construction is still happening. it's dusty and dirty out due to constructions across the street. We purchased 3 appliances through ***********: Washer, Dryer and Refrigerator. ******* used RXO for delivery and installation service (formerly known as XPO logistics). When we made the delivery appointment, I specifically asked them to have booties and runners ready incase the delivery guys refuse to wear booties. On the day of the delivery, which was today 12/20/2022, at 10 am, the delivery guys showed up with no booties or runners. We bought booties ourselves and offered them. They refused to wear them. Then we asked them if they could take their shoes off, they refused. Then we asked them to wipe the bottom of the shoes, they refused. In fact, they decided to refused all services. They reloaded all the appliances threatened to drive off after yelling at 70 year old elderly. They begged to install the appliances. Eventually the did bring in the appliances with their shoes on (but refused to wipe their shoes) and they put the appliances to their place but several features are not working: For example, the refrigerator water feature is not working. And they didn't confirm or test run the washer or dryer. They simply got the signature and left. And there is no way for us to know everything is installed properly. So we need two action items: 1. we need another team to come out to make sure everything is installed properly. 2. ROX need to pay for the carpet cleaning services since they dirty up the place. When I called the costumer support, I've been passed around by the team and was not able to escalate the issue or get proper resolution by the team.

  Business Response

  Date: 01/03/2023

  We deeply apologize and have escalated this to the Market director to resolve. 

• Initial Complaint

  Date:12/20/2022

  Type:Product 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.

  Last December, I while receiving a refrigerator, I was threatened by one of the drivers from XPO. The driver raised his voice at me, berated me, while waving a large wrench. I told him to leave my home, and I called XPO to report the incident and to re-schedule with another driver. In retaliation the driver gave my refrigerator to another customer. I felt shaken, and was left without a refrigerator. Dawn B***, a supervisor for XPO offered me $235.00 to compensate me for the overall experience. Although we'd spoken sever times by phone, I reached out to Dawn B*** via email in April to let her know that I still had not received the check from XPO. She sa** that she'd look into it. However, she has stopped accepting my calls and has not responded via email.
  
  At this time, I am asking for the $235.00 that was promised by XPO.

  Business Response

  Date: 01/03/2023

  We deeply apologize for any delay. We have escalated this to the Market Director to step in and resolve. 

  Customer Answer

  Date: 01/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

   

  I have not heard from the Market Director or any other representative from XPO regarding my complaint.

  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/01/2023

  We apologize for the delay, we have investigated the previous claim that was opened and discovered that the check was never generated.  We are in the process of reissuing the check and you should receive it in 10-14 business days.  You can leave this complaint open until you receive the check.

  Customer Answer

  Date: 02/21/2023

  I have checked my mail twice, and have not received a check. 

  Business Response

  Date: 03/03/2023

  Per our notes, the check was mailed out on 2/9.  Please advise if you have received it.

  Customer Answer

  Date: 03/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** 18617427, and find that this resolution is satisfactory to me.
  
  
  
  I have also received and cashed my check from XPO

   

  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/20/2022

  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 horrible shipping company does not care about the products they ship. My $800.00 table was left just floating around in the back of a box truck driving around windy back country roads pictured in the included picture seen leaning at 45 degrees against a $1500.00 *******. The truck was just littered with garbage and loose items waiting to be broken. When unpacking the table the first two pieces I took out of the package were broken which was odd because it was rather carefully packaged. They also originally quoted a drop off time of 10am to 12pm the day before, the day of it changed to 12pm to 2pm, by 12pm it changed to 2pm to 6pm and then they finally decided to show up at 7pm. I am now going to have to take another full day off of work for the same subpar company to come pick up the table for a return

  Business Response

  Date: 01/10/2023

  Our records indicate the order was completed on 1/9/23. We deeply apologize for the delay. 

• Initial Complaint

  Date:12/19/2022

  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.

  Clearly this is a serious issue with RXO; I took off work on the 16th due to RXO delivering my product, no phone call, email, text to tell me they changed the delivery time, only to have the delivery team fail to respond to my numerous phone calls about trying to find my delivery. I receive a call that night that says they could not deliver until 12-19, so I take off work again to only get, not a phone call but an email telling me they were not going to deliver on the 19th and I needed to reschedule with the 1st available appt on January 23. That is unacceptable. I called RXO to be told that they would call me back within an hour, surprise, no phone call. I call the company who I purchase from, they attempt to call RXO, no response yet again. I paid a crap load of money for this delivery to only get blown off. I don’t work I don’t get paid. I do not have the luxury to be canceled 7x for my delivery, especially when it’s their mistake. I want my delivery.

  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 was delivered on 12/20/22.  Please advise if you still require our
  assistance with this matter.

• Initial Complaint

  Date:12/19/2022

  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.

  Delivery was guaranteed to me in writing that it would be here by 3 pm est after calling to confirm this multiple times throughout the week. It is now late with no guaranteed arrival. I am told nothing can be done about this and nobody is attempting to help me at this company. I set out a time for this delivery and nobody bothered to call or tell me it would be late until I started to call. I am now late and unable to make appointments I made past this time due to this and will have to reschedule them months out at this point. I was also put on hold multiple times after explicitly telling the representative that I do not consent to be on hold or transferred. The people at this company do not have any idea how to handle customer support.
  
  Supporting documents include their call and chat logs of the interactions. Times of interactions between 2:30 pm and 3:20 pm EST on Friday, December 16th, 2022

  Business Response

  Date: 12/29/2022

  Our records indicate the delivery team was 45 minutes late. We apologize for the disruption. We are sending you a $50 **** gift card in the mail as a customer service gesture. Please note our time frames are estimates and to guaranteed.