Business Profile

Logistics

XPO Logistics, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

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

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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: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.
XPO has rescheduled my washer delivery 5 times - I've been waiting for over a month now.
Last Friday they called to say they couldn't locate my product and I've been waiting since.

Tracking Number ******************

They are the worst logistics company I've ever dealt with in my entire life. I need the product at my home ASAP.
Business Response
Date: 11/28/2022
We are escalating the need for a dock search to the Market Director and RVP. If the product cannot be located, we will ask the retailer for a rapid replacement. We will reach out to you directly to assist with these efforts and updates.
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 was supposed to receive a dishwasher from ******* as a replacement for a defective one I previously bought. ******* shipped it, and it was received by XPO (now RXO) ON August 30. XPO cancelled and rescheduled my delivery seven times and then placed it on hold because of "lack of capacity." When ******* pushed them to deliver, they scheduled for November 17 (without asking me). The morning if the 17th, the driver called and texted to tell me the box was damaged and he was not driving 1.5 hours to deliver it. Now my account shows that I refused delivery, and I have not received any information from XPO or ******* about a replacement, despite attempts to speak with both.
Business Response
Date: 11/28/2022
We will request a dock search for your order and inspect it for damage. If it is damaged, we can request an urgent replacement. If not damaged, we will schedule delivery ASAP. We deeply apologize for this disruption.
Initial Complaint
Date:11/18/2022
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 purchased appliances through *********** and ******* contracted with XPO to deliver and install our new appliances. XPO set up 4 different delivery dates of which they simply did not show up. However, today, They did show up at our property at approximately 2:02 pm. At which time either the driver or the passager in the white box truck left a ripped LG refrigerator box from a delivery they made earlier in the day to *** ********* in L********* ** (label on the box showing XPO *** ******** **** *** ********** ** ***** as well and ******* ********* home address and name. The box was filled with trash from their delivery. They did not leave our appliances and then sped out of our driveway. They reported to XPO that we were not home, however, I ran out my front door waving my arms and yelling trying to get their attention. It was only at that point that I saw the appliance box believing it was mine, I figured I would just move it in my house myself, but then realized it was 1 the wrong brand, 2 open and empty, 3 only a refrigerator box (no stove) and 3 no actual appliance I contacted the shipping company but was only able to reach the call center in the *********** and was informed at that point that I was not home for the delivery (I was) and was shown a picture of a brown house - mine is grey when I told the tech this she said she had no idea. I told her the delivery driver was at my house that he left a box full of trash and she said oh we can replace your appliance.
Business Response
Date: 11/28/2022
We deeply apologize for this poor experience. We see the delivery is now scheduled for 12/08/22. We will work on advancing the delivery date to deliver soon, if possible.
Customer Answer
Date: 11/30/2022

Complaint: ********

I am rejecting this response because: I have already taken 4 days off work at an expense of over 1200.00 and I do not want to get fired by taking more time off work. I fear these people will not actually show up. This is so wrong. they just are holding my appliances hostage and I might end up losing my job over trying to obtain new appliances. They will not provide me a smaller window of time nor will they compensate me for the time off work that they have cost me for the previous 4 non-canceled no show appointments.

Sincerely,

***** *****
Business Response
Date: 12/10/2022
We deeply apologize for this disruption. Our records indicate the customer picked up the appliances from our facility on 11.21.22.
Customer Answer
Date: 12/13/2022

Complaint: ********

I am rejecting this response because:

I should not have had to take the day off work to drive down to get my own delivery. I should not have had to spend my own money to pay for gas down to knoxville and back nor should I have had to hire an installer or had to repurchase the parts not provided to me from xpo which were purchased from ******* by me and previously paid for (install kit and install of gas range and refrigerator). Thus, since XPO failed to deliver and install on 4 separate occasions I believe they owe me for the delivery fees, install and the cost out of pocket for the day off work, gas, install, install kit(repurchased).

Sincerely,

***** *****
Business Response
Date: 12/17/2022
Please advise the resolution you are seeking.
Initial Complaint
Date:11/18/2022
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.
I bought a full set of appliances (washer, dryer, range, fridge and dishwasher) from *********** on June 6th 2022. When doing so, the delivery time was scheduled for 2 weeks out. Once XPO was involved, that delivery time was pushed out until September 2022. I had no appliance at the time and couldn't wait that long so I called ******* on July 21st and canceled the order. During September, XPO called me and tried to deliver the appliances and I refused the delivery over the phone and told them that they needed to be sent back to *******. On October 27th 2022 I received a text message from XPO trying to schedule a pick up of the appliances from my home. I called them and explained to them that I never received the appliances. They never left their warehouse. On November 15th I received the same exact text message stating that I needed to schedule a pick up of the appliances from my home. I called them again and told them that I didn't have the appliances. Never did and that they were still at their warehouse. I told them that the appliances needed to go back to ******* because they are holding my refund until they receive the product back. So my $6000 has still not be returned to me because they wont return my appliances to *******. Both times, I was told that they were going to cancel the work order. The 2nd time, I asked to speak to a supervisor because I had been told the same thing the last time I spoke with customer service on the phone and I was told that they would call me back. That hasn't happened.
Business Response
Date: 11/25/2022
We are escalating this to ******* corporate so they can process your refund.
Customer Answer
Date: 11/28/2022

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,

******* *****
Initial Complaint
Date:11/16/2022
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.
Purchased a refrigerator and dishwasher w/ *******. Supposed to be delivered by XPO. They called stating there was a truck breakdown and they had to push the delivery 2 weeks. We agreed. Then the night before the delivery date, we got a text message stating that AGAIN the truck broke down and they wanted to push delivery for a month! We called ******* and told them what was happening and that we wanted to cancel the order. They told us to refuse the shipment and XPO would return the items and we would get a refund. We said ok. Upon finally getting delivery we advised them not to deliver that we are refusing the shipment. XPO said that I needed to schedule a return delivery, so we did. Well today was supposed to be the pick up date and GUESS WHAT?! XPO called stating their truck broke down AGAIN! And because they won’t return the items, our refund has not been completed. XPO is a logistic NIGHTMARE!! And I know logistics as part of what my company does is logistics. Truck break downs are NEVER this common.
Business Response
Date: 11/25/2022
We deeply apologize for the confusion and delay. We are reaching out to ******* now to request they process a cancelation. There is no need for us to attempt another delivery for you to refuse in order to receive your refund. ******* can process a straight cancelation. We expect you will receive your refund early next week.
Initial Complaint
Date:11/16/2022
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.
I purchased appliances from ******* and XPO was scheduled to deliver the dishwasher on October 12, 2022. During the delivery, the dishwasher had been damaged in transit and the delivery driver asked if we wanted to keep the dishwasher or reject it. We rejected the delivery and were told that XPO would send back the dishwasher to ******* where they'd then begin the refund process. It has been over a month. I've gone back and forth with ******* who refuses to provide me a refund because they state that they never received the item back and on their end it shows that all items were delivered. ******* advised me to call XPO to figure out where the dishwasher is. I've contacted them 5 times now and XPO claims that they sent the dishwasher back to ******* on November 9th. XPO is not able to provide a tracking number or proof of confirmation for ******* so they have refused to refund me. I have asked to speak to a supervisor on both ends, which they will hang up on me and refuse to connect me. This revolation of XPO not being able to find their tracking number with ******* is unacceptable.
Business Response
Date: 11/25/2022
We deeply apologize for the delay of your refund. We have reached out to ******* to advise of the refusal due to damage. And, to our local facility so we can return the damaged product. We expect you will be able to receive your refund by early next week.
Customer Answer
Date: 11/28/2022

Complaint: ********

I am rejecting this response because the business had told me over the phone that they already shipped the product back to *******, but are unable to provide a tracking number or any details and proof of return. Please ask them to provide these details in order to accept this response. It is too vague and the dishwasher should have been returned to ******* by now. We rejected the order on October 12. I need XPO to provide proof of rejected item on October 12 and tracking information that they returned the item to *******.

Sincerely,

******** ********
Business Response
Date: 12/10/2022
We have escalated this issue to ******* and RXO IT department since we have sent over the needed communication to ******* to process the refund.
Customer Answer
Date: 12/14/2022

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,

******** ********
Initial Complaint
Date:11/10/2022
Type:Billing 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 the middle man for ******* deliveries. I placed two orders with ******* that should have been delivered by XPO. One ordered was delivered and not installed due to their failure to schedule enough people to make the delivery and install. This happened multiple (5) times and caused me to cancel the installation and pay an additional $330 to a private company for installation.
Business Response
Date: 11/25/2022
We have requested approval to reimburse you for the installation costs. We will follow up with you directly.
Initial Complaint
Date:11/09/2022
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 paid this company to pick up my refrigerator. They have no called no showed 3 times. They now claim that I have never been in their system, even though **** ***** gave me my receipt and the work order number.
Business Response
Date: 11/25/2022
We deeply apologize. Please let us know if this is still an issue or if this has been resolved.
Initial Complaint
Date:11/07/2022
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.
I received a text on November 7th. that a delivery was CONFIRMED for November 8th. I took off work because I need to be present to sign. Later on the 7th, I receive another text that the delivery is confirmed for the 10th. I called customer service and was told that the delay was due to XPO/RXO being at full capacity. Once a confirmation is set, that date needs to be set in stone. I can no longer trust this company and would not rely on them for timely deliveries. I can understand updating an estimated delivery date, but not one that they have CONFIRMED.
Business Response
Date: 11/25/2022
We deeply apologize for the unwanted reschedule. There are instances when volume exceeds capacity and we are sorry this impacted your order. Our records indicate your delivery was completed on 11/10/22 without any further delays. We apologize for any inconvenience.
Initial Complaint
Date:11/07/2022
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.
My ******* bike delivery has been cancelled twice in 8 days. The second time was the day of delivery at noon. I called the night before to confirm delivery and they said it was still scheduled for the next day and not to worry. When they called at noon the day of they told me the next date available was November 17. That was two weeks away. They cancelled on October 27th and November 3rd and now it’ll be two more weeks? I received an email the evening of November 3rd to schedule my delivery. The first available date was not November 17th, in fact it was December 1st. Unreal. I have a friend that lives a mile away from me and ordered his two weeks before me and has been canceled on 3 times and his delivery date is now December 1 as well. If this isn’t fixed by Wednesday November 9 I will cancel with *******. Maybe this is *******s fault but somehow I doubt it.
Business Response
Date: 11/25/2022
We deeply apologize for the unwanted reschedules. Our records indicate the delivery was completed on 11/17/22. Again, we are sorry for the delay in your delivery.
Customer Answer
Date: 11/28/2022

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,

*** ******

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