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Business Profile

Logistics

XPO Logistics, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Logistics.

Complaints

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

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XPO Logistics, Inc. has 87 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2022

      Type:Product Issues
      Status:
      Answered
      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 telephone booth and the booth arrived damaged and the company does not want to compensate me for damages. I reached out to the shipper right after I opened the package and they gave the run around telling me to get back in contact with the seller>

      Business Response

      Date: 12/17/2022

      We are reporting this to our LTL division. Please also reach out to the LTL contact information on your paperwork for faster resolution of your claim. 

      Customer Answer

      Date: 12/21/2022



      Complaint: ********



      I am rejecting this response because:

      I have been trying to resolve this matter since the day of delivery. I have been denied my claim over and over again. Someone needs to fix this matter immediately without me having to reach back out, AGAIN!

      Sincerely,



      ******* ******

      Business Response

      Date: 01/03/2023

      Respectfully, this needs to be resolved directly with LTL divison, yourself and the retailer. 

    • Initial Complaint

      Date:12/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was scheduled to delivery a **** *** delivery to us on 12/16/22. One of the four employees who were scheduled to come URINATED ON THE SIDE OF OUR HOUSE. He pulled down his pants in the middle of the morning and CHOSE TO URINATE ON OUR HOME instead of asking us if we can use a bathroom! We are a brand new community and we just purchased our new home last month! Absolutely insane that we have to now scrub off urine stains from a disgusting incident! Extremely unprofessional and we are horrified at this incident.

      Business Response

      Date: 12/17/2022

      We deeply apologize and are opening a claim to reimburse you for any costs. 

    • Initial Complaint

      Date:12/15/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order was scheduled for 12/12 then rescheduled by XPO for 12/14 with the arrival time of 10:30am-2:30pm EST. I took off work just to wait for my item to be delivered and it never showed up. I contacted customer support for help and have yet to receive any updates and reasons why my order was never delivered. There has been no communication or explanation of anything with XPO.

      Business Response

      Date: 12/17/2022

      We deeply apologize for the disruption. We have been severely short on carriers due to illnesses in the facility. Our records indicate the delivery is scheduled for tomorrow 12/18/22.  

      Customer Answer

      Date: 12/19/2022



      Complaint: ********



      I am rejecting this response because:

      I never received my delivery 12/18. They canceled it and local hub said that they would reschedule to 12/19 over the phone from the local hub. The earliest I can see online is 12/27. I want my order delivered this week. It’s been canceled and rescheduled multiple times and sometimes without any notice. This is frustrating because there is no way to call the local hub back after they called me. Calling customer service is useless when the escalation timeframe I have to wait is 24-48 hours. 

      12/12 - supposed to arrive  

      12/14 - supposed to arrive after rescheduling. No show/call. I waited all day and took off work for something that never even came

      12/18 - no delivery 

      12/19 - supposed to be delivered but now it’s saying 12/27  




      Sincerely,



      ***** ******

      Business Response

      Date: 01/17/2023

      We apologize for the delay in response.  Our records indicate that your order has been delivered.  Please advise if there is anything else we can assist with. 

    • Initial Complaint

      Date:12/15/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered a dishwasher. “Local regulations require that your ***** ***** Dishwasher with *********** *** ***** *** ** Black Stainless Steel be installed by a licensed professional. As a result, delivery and installation may occur on different dates. Installation will be scheduled by our partner, XPO, after delivery, and will take place within 7 days from the delivery date.”

      After 9 days, I contacted XPO. The company stated it had no record of the haul-away I paid for. It also claimed there was no installations. This is untrue.

      I called and spoke to a receptionist that said
      There was no record of installation or haul-away. I read the email receipt from *******. At that point, the receptionist “found” the haul-away add-on, but not installation.

      I called XPO, demanded that they call ******* and connect me with the receptionist on the line. She refused.

      The wait time on the phone is outrageous.

      This is the 4th alliance purchased from a *******. This horrible experience has happened before.

      Business Response

      Date: 12/17/2022

      Please share the amount of the refund amount requested. 

      Customer Answer

      Date: 12/19/2022



      Complaint: ********



      I am rejecting this response because: I paid for installation and haul away.  I had to file the complaint and call ******* to get the company to even schedule the installation and haul away service, 4 weeks after the purchase of the dishwasher.  How could I be refunded by a third party when I paid *******?



      Sincerely,



      ***** *****

      Business Response

      Date: 01/17/2023

      We apologize for the delay.  Our records indicate that your dishwasher was installed on 12/23/22.  Please advise if there is anything else we can assist with. 

      Customer Answer

      Date: 01/18/2023



      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:12/15/2022

      Type:Delivery Issues
      Status:
      Answered
      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, which ended up on backorder because of delayed parts. This was fine as I made the decision to wait for the appliance. The problem came with the communication between XPO Logistics and me in the scheduling. The first attempt was handled appropriately. I had a scheduled delivery the day after thanksgiving, but I was contacted the Wednesday before thanksgiving and told that the item was not in their warehouse yet (although per tracking it was). They said they couldn't deliver it on the agreed upon day and asked to reschedule. This was fine since they couldn't find the refrigerator and as such, they couldn't reschedule it. It took them another 10 days to "find" the refrigerator at which point they sent another email to schedule a delivery. I scheduled delivery on the 12th, which was the earliest available delivery (given it was almost a month late). Unfortunately, I could not specify a time window at the time. As such, I had to take the entire day off from work. I later received a time window of 4-8 PM over the weekend (after I took the day off). The problem comes with what happened on the 12th. They contacted me (via email) at 1:30PM stating that the delivery was not happening on the 12th and that we needed to reschedule. They did not explain why. They did not contact me via phone. They did nothing. I attempted to contact them via phone, but no one answered. I attempt to contact them via their website, but had no success. No communication other than an email stating that we are not showing up today. This is extremely unprofessional behavior and business/consumers should be aware that this is how they treat their customers. On top of that, when I was eventually called to reschedule, the telephone operator said that she "has no supervisor" and there is "no way to make a complaint." Their only conflict resolution is to "schedule delivery on another day." The operator was very nice, but this company obviously has many problems.

      Business Response

      Date: 12/17/2022

      We apologize for the delay. Our records indicate the delivery will be completed today 12/17/22. 

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Answered
      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 keeps promising to deliver our refrigerator, but they never deliver. Our first delivery was supposed to be on December 4th, then they automatically switched it to the 9th. From there we called and they promised the 10th, after they failed to deliver on the 9th. Once again they switched the date further out after assuring us they wouldnt switch the date again. I called again asking to pick it up from their warehouse since they weren't delivering and we had no way to keep our food from spoiling. They promised to call back and never have. It seems like a never ending cycle of pushing the date out with no delivery. We now wish we wouldn't have purchased directly from *******, since they use a company that has no credibility for delivering goods and poor customer service. Our RXO Tracking number is
      ******************.

      Business Response

      Date: 12/17/2022

      We deeply apologize for the delay. Our records indicate the delivery was completed on 12/15/22. 

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Answered
      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 refridgerator and dishwasher. They tell me each week it will be delivered on Tuesday. I drive 150 miles round trip to the house it is being delivered at. They fail to deliver and tell me "we promise it will be on the truck next week" and it is not. I drive out to this house again, and the delivery does not show up.

      I want the product delivered and am seeking a refund for all of the mileage and gas that I have wasted.

      Business Response

      Date: 12/17/2022

      We deeply apologize for the disruption. Please contact us to reschedule. Once the order delivers, we will discuss your request for compensation for the gas costs. 

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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 washing machine through ***********, the washing machine was delivered by XPO (now named RXO) on 10/26/2022. As part of my purchase, the delivery company was supposed to haul away my old washing machine however they would not do so as it was stacked. The drivers told me to contact them once it was ready for pickup.
      I have contacted this company on many occasions to schedule an appointment for pickup, and my appointment gets cancelled each time due to “a family emergency.” They report that there is no manager for me to speak to, and they will not provide me with a number to contact anyone else. I have waited patiently for weeks while they have cancelled 5 pickup appointments without my knowledge.
      I have taken days off work to ensure that I am home when someone arrives to pick it up.
      This business is extremely unprofessional and unreliable and should not be operating as a business.

      Business Response

      Date: 12/17/2022

      We apologize for the difficulty. We have created a service call order to haul away the old unit. We have asked the local facility to call you to schedule. 

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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 have ordered a refregirator from ******* on 11/20. It was aimed to be delivered on 11/24. the order was made of 3 parts (a refregirator and two panels). A crew came and told me they need 4 people instead and will have to reschedule for the following week. That i will get a call within 48h for reschedule.
      Not only i never got a call back, but i have called every single day since then, raised email complaints, raised issue to the seller (*******) and 17 days later, i still have not received my refrigerator and hear the same excuse that they are missing a part in the warehouse. That part was not missing at first delivery but now vanished, they wont reschedule my delivery and nothing has been done. I am at loss facing a company that makes 0 effort to help, does not want to share the phone number location and provides me no updates...

      Business Response

      Date: 12/17/2022

      We deeply apologize. We have located one part of your order and are still completing a dock search for the second part of your order. We have escalated this concern to the market director and RVP for assistance. Also a member of our VIP team has been in touch with you to keep you updated on progress. 

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 regarding repeated issues with order #******************.

      I ordered an ** TV and selected last Thursday as the delivery date. This was also the delivery date given to me by RXO on Wednesday. I took Thursday off of work to be able to receive the order.

      Wednesday evening the order gets rescheduled for Sunday. I call RXO and they think it’s odd that there is delivery on Sunday, but the rep double checks and confirms that the appointment is correct.

      On Saturday I get the delivery window 7-11am today, Sunday. Today I wake up at 6am to receive the package starting 7am. At 10am I get a text saying the order cannot be delivered and to call to reschedule.

      I called the call center and they say they can’t even help me reschedule the order and to wait for a call back. They cannot get in touch with any supervisors or people at the local distribution center in **. They hung up without being able to do anything about it.

      This is ridiculous. We’re one week away from the winter holidays, I can’t wait and get cancelled on repeatedly.

      I am going to reach out to LG about this as well, and I would appreciate a call from someone who is able to help on your end as well.

      Unfortunately if this matter does not get resolved in a timely manner I will have to file a complaint with the ************* Consumer Protection Bureau.

      Business Response

      Date: 12/17/2022

      We apologize for the disruption and delay. We have been running a full capacity with delivery teams becoming ill and not being able to complete routes. Our records indicate the delivery was completed on 12/14/22 without any further delays. 

      Customer Answer

      Date: 12/26/2022



      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,



      ***** *****

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

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