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:12/08/2022

  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.

  XPO, aka RXO, was responsible to deliver and install a washer and gas dryer. This was purchased from ** and the contract promised that a "licensed professional" would be installing and would come with the necessary parts that we paid for, such as a new hose. The company sent two men who knew nothing about installing gas items. They had no tools, no tape, and none of the necessary equipment such as a new hose. They were supposed to check the machine was stable, check that it did not leak -- they did NONE of that. We now have a GAS LEAK. ** State requires that gas items be installed by licensed professionals, presumably with the tools and skills to do so. XPO or RXO is a fraud, running a scam, and customers must be warned. ** is also responsible for this debacle. I would add that I purchased these items 9/12/22 and they were delivered 12/7/22. Unacceptable. But the real issue is the fraud about licensed professionals. ** and XPO/RXO are liable.

  Business Response

  Date: 12/10/2022

  We deeply apologize. Please share your desired resolution. 

• Initial Complaint

  Date:12/07/2022

  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.

  DAMAGE CLAIM ******
  
  I have had XPO cancel a ******* ***** Pickup 3 times (no call no show). They delivered and installed the replacement tread base, but failed to take the old one back because another team was going to handle it (???). Well lo and behold, the other team never came, so I rescheduled with ******* and no call no show everytime. This is ridiculous, I have to take off work to be home for the pickup so they've wasted so much time and money.
  
  But wait there's more, when they delivered the ******* base they dragged the box across my wood floor and down my stairs. Yes, you read right, they slid the 100+ box down the stairs which caused damage to the floor and stair treads. ]
  
  I contacted XPO multiple times and they always say they will expedite my damage claim and send out an email. Well Cleveland XPO and Todd Kubask, the damage handler, never respond. Which means my claim is at a standstill since they're stonewalling. I want this settled before I have to go to small claims.

  Business Response

  Date: 12/10/2022

  We deeply apologize for the delay in resolving your damage claim. We have reassigned the claim to a contact at our corporate office, who has reached out to the customer to resolve the damage claim. 

• Initial Complaint

  Date:12/07/2022

  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 is now known as RXO and my complaint is with RXO.
  
  I made a purchase from ** to be delivered to my house. RXO does not understand customer service at all. They scheduled a delivery without speaking with me. I will be out of town on the day they scheduled the delivery.
  
  I called customer service and they said that once it is scheduled they cannot change it. She could/would not provide another contact to get it resolved.
  
  I want my delivery scheduled on a date when I will be available.
  
  ** Order #**********
  Laundry Pedestal SKU *************

  Business Response

  Date: 12/10/2022

  We have escalated to the Sr. Manager and director for speedy reschedule. 

• Initial Complaint

  Date:12/07/2022

  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.

  Scheduled appliance delivery never showed up. Could not get through to courier. Called 12 times over the course of the day. Was disconnected several times then left on hold for over 90 minutes before hanging up. Not able to get through to customer service or leave a message. I do not know what to do.

  Business Response

  Date: 12/10/2022

  We deeply apologize. We cannot locate your order using the name of phone number. Can you advise what retailer you ordered from , please?

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:As per your request, the order was placed through *****. Every phone call made to XPO our order was found using our phone number. We lost 3 days of work waiting for our delivery. XPO then proceeded to lie and claim to have attempted delivery. We were supposed to have received a call confirming delivery which never came. No attempt was made by XPO to contact us to let us know our delivery wasn't going to show up. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 12/17/2022

  We deeply apologize. What is the resolution you are seeking?

  Customer Answer

  Date: 12/19/2022

  We are asking that you contact ***** and confirm that not only was no delivery attempt was made but that you made no effort to contact us to let us know that you would not be delivering our merchandise. Because of your poor business practices both my husband and I lost 2 days of work waiting at home for this delivery. We are trying to request a discount from ***** because of this situation however they are refusing because your company lied, claiming that a delivery attempt was made and we were not home. Please note that we have home security video to prove that no delivery attempt was made.

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

  Business Response

  Date: 01/03/2023

  RXO has sent this information to ******. 

• Initial Complaint

  Date:12/06/2022

  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.

  They were supposed to deliver my refrigerator on Friday 11/18/22 then after paying for my refrigerator it was bumped back to Monday 11/21/22. They are holding the refrigerator refusing to deliver it because they say they are missing a panel for the refrigerator. ******* has confirmed that RXO received it but evidently they have lost it. We have requested they ship the refrigerator without the panel as it is only decorative and not necessary to function. However they have refused. I have spent over 10 hours on the phone only to get the answer that they are waiting. It is terrible I can not get anyone to do anything or get any kind of real answer. They have cost me hundreds of dollars in food we have had to throw out because we were prepared to have a new refrigerator at our new house.
  
  The order number is ***********

  Business Response

  Date: 12/10/2022

  The delivery area is over 100 miles from our facility. The current scheduled date is 12/28/22. 

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The refrigerator was to be delivered on 11-18 then bumped to 11-21 after I paid. That date is almost 6 weeks from the original delivery date. There is no reason it can not be delivered other than they do not want to send a truck. Also last Thursday 12-8 I was promised it would be delivered by 9pm on Friday 12-9. I later received an email on Friday saying it would be 12-28. This is completely unacceptable. They messed the order up and now that they do not have a truck going near me until then they do not want to deliver it. It is not my fault you lost the panel to the refrigerator. Stop punishing customers for your poor execution. I am not the only person with the same issue. The only resolution to this issue is immediate delivery. Anything else is unreasonable at this point. You have cost me hundreds of dollars of food we have had to throw out because we were continually told it will be coming only not to show up. We could have made arrangements but you would never give us a straight answer. 

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

  Business Response

  Date: 12/17/2022

  We deeply apologize. Due to high holiday volumes 12/28/22 is the soonest we can deliver due to the distance to your location. 

• Initial Complaint

  Date:12/05/2022

  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 logistics picked up my refrigerator return on Oct 26, 2022 (******************). However, they have not yet returned the refrigerator to ** and ** is refusing to process our refund until XPO returns the fridge to **. We have done our part, arranged for the fridge to be picked up and are out thousands of dollars due to XPO's failure to return our fridge in a timely manner.
  
  We want XPO to return our fridge and work with ** to process our refund ASAP!

  Business Response

  Date: 12/10/2022

  Our records indicate we have notified ** and they should be able to process refund. 

• Initial Complaint

  Date:12/01/2022

  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.

  XPO logistics or RXO are the same company.Last year I filed a complaint due to service delivery installation issues,and now I have same issue with this company.They use 3rd party contractors,not certified electrician or gas installers.They were supposed to install newly installed stove from ******* 3 days ago,however this didn't happen.They showed up on my house,not certified and left the stove,they didn't install and refused to install,they not not certified.RXO agents asked me to buy the kits which it is not true,it is covered by the order.They scheduled another service today,and I received a call from the technician and asking me if I have electrical kits to make the install or I can supply to him.Think about the installer is coming to house without any kit.Now my installation time delayed a week,they hung up on my face or they don't answer.******* opened a case with them,and they don't care.They just lie.Nothing changed on this company.Even I contacted with their executives,it doesn't make sense.I'm very ****** ***

  Business Response

  Date: 12/10/2022

  Per our records the service call for installation will be completed today 12/10/22. We deeply apologize for the disruption. There is a sever shortage of qualified technicians, and has been for several years now. 

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the issue is not resolved. They didn't show up and they didn't install. Although the issue is escalated, I haven't received anything from them they are group of liers and they just trying to get more time. I'm insisting on my complaint and requesting installation and compensation.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 12/17/2022

  Our records indicate the service call was completed on 12/14/22. 

• Initial Complaint

  Date:11/30/2022

  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 ordered a ******* bike. It was scheduled to be delivered yesterday on 11/29 between 4-7 by XPO. My wife took off work all day just to be there in case they arrived early. I got home around 5. We waited in our living room until 7:30 p.m. and the driver never showed up. We never received a call telling us they weren’t coming. When we checked the shipping status it said “order rescheduled en route.” We tried calling XPO and could not get ahold or anyone after being on hold for 30 minutes and being told there were no callers ahead of us. We called ******* twice and the first time they told us the driver was on his way. The second time they told us the driver had come to our home and no one was there, which was just not true. ******* told us someone from XPO would be in touch with us to reschedule. We haven’t heard anything. No one from XPO called us to tell us they weren’t coming for the delivery. No one has called us to reschedule. Where is my bike? Why have I not heard from anyone? Why did XPO lie about what happened? I’m concerned that they are the ones that are supposed to install my bike.

  Business Response

  Date: 12/10/2022

  We deeply apologize for the disrruption. Our records indicate we completed the delivery on 12/07/22. We have processed a gift card in the amount of $100 as a token of true apology. 

• Initial Complaint

  Date:11/28/2022

  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.

  Generator arrived damaged as was refused for this fact. Drivers said they were returning generator to warehouse but provided no proof. Item was purchased through ****** who will not issue replacement or refund with out proof from XPO that item was returned. I need something in writing that item was returned.

  Business Response

  Date: 11/29/2022

  We have emailed the customer directly with confirmation the product has been returned to our warehouse. And we are contacting the retailer to advise the same information so the refund can be processed. We will make sure the customer receives their refund.

   

  Thank you.

  Kim

   

• Initial Complaint

  Date:11/23/2022

  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 refrigerator from ****** on 11/20/2022 and scheduled it to be delivered on 11/22/2022. I received a robot phone informing me that my delivery windows would be from 1:30 pm to 5:30 pm. Waited until 5:30 pm, but it's still not arrived. Called ****** customer service and the automatic answering machine said the delivery window was from 2:30 pm to 6:30 pm. I waited until 6:30 pm, and it's still no sign of it. I called ****** again, and they gave me the phone number of XPO logistics. until now, the website and customer service still show "the order is on the road." I called the XPO, and the agent who answered my call told me I had "asked" to reschedule my delivery. I told her I had never talked to anyone in XPO or called ****** to reschedule my delivery. She then said she would ask the market manager to call me back, and I waited until 8:00 pm, but no one called me. Called back XPO and a different agent now told me the refrigerator is in their warehouse and I need to call ****** again to reschedule my delivery. No explanation or reason for the failed delivery. Called back ******, and from the reaction of the help desk, I can tell this is not the first time that XPO has screwed up the delivery.
  
  The help desk at ****** said they will ask someone to contact XPO and get back to me within 24 hours. No guarantee it will be delivered the next day or any ideas when it will be.
  
  During the whole process, the delivery status was always false, and NO COMMUNICATION OF THE STATUS CHANGE EVER!!
  
  My previous refrigerator is about to go out and I need a replacement ASAP. With the uncertainty of the delivery date, my food may spoil which I could avoid.

  Business Response

  Date: 11/28/2022

  We are escalating to the market Director for support. We will reach out to you directly to assist.