Business Profile

Logistics

XPO Logistics, Inc.

Headquarters

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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:11/04/2022
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 ** washer and dryer on their website 9/12/22. XPO was supposed to deliver. Promised delivery on 9/30, 10/12, 10/19. 10/30, 11/4. Each time I took off from work to await delivery and they come up with some excuse. Still not delivered. I will complain separately about LG, but this is totally unacceptable service. This has nothing to do with supply chain issues. This is a business that is not functioning. I would like to be compensated for the FIVE days of work missed and I want the items I purchased on 9/12/22. I also want other warned before purchasing something that will NOT be delivered by this company.
Business Response
Date: 11/25/2022
We deeply apologize for this repeated delay. We are reaching out to facility leadership so we can reschedule with a firm delivery date.
Customer Answer
Date: 11/28/2022

Complaint: ********

I am rejecting this response because: it does not account for the continuing problem. I placed an order with ** on 9/12/22, which was supposed to be delivered by XPO on 9/30. They have schedule EIGHT different delivery dates -- all of which I have waited at home and missed work for -- and then had a variety of excuses -- no drivers, wrong item, etc.. In addition to the stress and hassle, I have missed EIGHT days of work. One missed delivery, even two, might be acceptable but EIGHT?

Sincerely,

****** ****
Business Response
Date: 12/10/2022
There is a severe shortage of carrier teams in the market. And, we apologize for the inconvenience we caused. We request the customer provide what they are seeking to resolve their complaint.
Initial Complaint
Date:11/02/2022
Type:Service or Repair 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'm copying and pasting the claim I filed with XPO logisitics. They had installed a fridge and hooked it up by completely spiraling a copper wire, creating a slow leak that filled up a cavity in our attic.

"A fridge delivery from XPO ended in near fiasco for us a couple weekends ago. Water had pooled in a section of our ceiling, tripping a nearby wire and creating an electrical arc that luckily somebody heard and was able to mitigate before even more, possibly tragic, damage ensued. After mitigating the problem and finding ourselves in a position of no water and no electricity, we were abe to work out what happened by finding the dripping leak coming from behind our newly installed refridgerator. I will upload pictures here with short descriptions, Please let me know what else you need to continue with this investigation. Following those I have included the 2 invoices and receipts from the companies I hired to return our house to rights.

I very much appreciate your time looking into this matter"

10 days following this claim I recieved an email stating that the claim was denied, the matter RESOLVED, and that an explanation of decision would be attached. There was no letter, calls and messages have gone unanswered, point of contact's voicemail is full, and I've received only an email that there would be a letter in the mail - it has been over 2 weeks since this denial email and there is no such letter.

I don't understand how a company can both cause damage, decide themselves that they are not at fault, and then ghost the party who had to pay for the damages on their behalf. This is so unbelievably frustrating and I so desperately hope that you can help.

I'm attaching all pictures and files I filed in my claim, of damage and receipts.

Thank you
Business Response
Date: 12/10/2022
Can you advise which retailer you purchased the fridge from so we can locate the order in our system, please? We want to make sure there is a claim filed on our side so we can take proper care of the claim.
Customer Answer
Date: 12/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, they're asking for the retailer I purchased the fridge from and it's ******.

As of right now they have agreed to pay for damages, I am waiting on a check.

Sincerely,

********* *****
Initial Complaint
Date:11/02/2022
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 supposed to be picking up a ******* Treadmill. On 5 separate occasions, they have scheduled a 3 hour window that I have needed to take off of work for, and on each occasion they have not showed up and not called. When I call them all I get is an automated machine.
This is beyond the point of disrespectful, it is costing me money so I want reimbursement and the Tread picked up. I can not get a refund from ******* until this is picked up, and I have to keep making payments on this until the pickup happens.
Business Response
Date: 12/10/2022
Records indicate the pick up was completed. We called the customer to confirm his complaint was addressed.
Initial Complaint
Date:11/02/2022
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.
My boyfriend bought me a new ******* washer and dryer which were delivered by XPO Logistics Friday 10/28 around noon. Two non English speaking gentlemen installed the washer and dryer, and before they left I asked if everything was ok and ready to use, to which they said yes. When I went down to use my wash machine around 8:00pm, there was a huge puddle of water in my basement coming from the valve connection which the installers broke. My prior wash machine had no issues with a leaking valve, so all signs lead to the installers. I called ******* around 9:00pm to tell them what happened and they opened a claim with XPO #****** and told me someone would reach out with 24-48 hours with a resolution. Saturday 10/29 I called again, no update, and I was told to contact XPO. I contacted XPO who said I needed to wait 24-48 hours for response. I called again Sunday (10/30) and was told I was put on a "high priority list" and someone would call me immediately in the morning. No call. Called again Monday morning 10/31 and said I have to have a plumber at my house. There was water leaking everywhere. Again, no update and no sense of urgency. Plumber comes to my house, and points out that 1. If this was left any longer it would cause permanent damage to my brand new unused wash machine, AND 2. That whoever installed this used the incorrect plumbers tape to try and conceal the leak- MEANING THE INSTALLERS KNEW THE ENTIRE TIME THAT THEY BROKE THE VALVE AND TRIED TO COVER IT UP! Now today 11/1 I've called XPO, told them I had to have a plumber come out, asked for an update on the claim to which they said I now have to wait 7-10 days for a response! Had I not had the plumber come out, THEY WOULD LET THE MACHINE KEEP LEAKING IN MY BASEMENT THE ENTIRE TIME! I'M FURIOUS! I physically have to pay a plumber for the damages XPO caused and have sufficient evidence to prove it. XPO hasn't contacted me back or paid for their damages! I want my plumber bill paid in full and additional comp!
Business Response
Date: 12/10/2022
This claim was processed to pay on 12/02/22 in the amount of $315.95. Customer will receive the check this week, if they have not already. We apologize for the delay.
Customer Answer
Date: 12/13/2022

Complaint: ********

I am rejecting this response because: They have not paid the $200.00 I was promised in addition to reimbursing the installation fee. I also don't know where they sent the check for the plumbing bill reimbursement because I have not received it at my residence.
I want these items sorted out in writing before I accept their response.

Sincerely,

***** *****
Business Response
Date: 12/17/2022
The check will be received in the mail this week.
Customer Answer
Date: 12/20/2022

Complaint: ********

I am rejecting this response because I have not been adequately compensated. I requested the installation fee, the plumber bill, and an additional $200.00 paid for my time and hassle. I've received ZERO of these items. At this point, I would like additional compensation on TOP of that since we are at 54 days of this issue being unresolved. Not to mention the parties I'm chasing around and arguing with-all of which don't believe they are responsible.
Please let me know when you will be sending my compensation. This is 100% unacceptable.

Sincerely,

***** *****
Business Response
Date: 01/03/2023
The claim processed to pay on 12/9/22. The check has been mailed in the amount of $314.95 for repairs. Please send a receipt for the installation costs to [email protected] so we can reimburse you for this amount as well.
Initial Complaint
Date:11/01/2022
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.
XPO was supposed to deliver my fridge and dishwasher on Oct. 7th. I took the whole day off and they never showed up. They never picked up the item from ******* resulting in a delay of delivery on Oct. 31st. The day prior to the delivery I receive multiple emails and texts that the items are scheduled to arrive between 9-1. I was told I would get a call ahead and they never called me. They showed up at 10:30. Using my security cameras I was able to speak to the drivers and I asked them if they could come back. They said we could come back at 11:00am. I leave work immediately and get home at 11am. They never showed. I called XPO who states the items are back at the warehouse. I do not understand how this company can fail twice at delivering products. That is their only job, pick up and deliver products. Why is it so hard to do this and why is it so hard to provide customer service. The multiple agents I spoke to at XPO did not care and refused to escalate my concerns. XPO now is sitting on my products again and it is now 23 days that I don't have a fridge because they have failed to deliver my products. Unbelievable
Business Response
Date: 12/10/2022
We deeply apologize and are sending a gift card for $100 to refund shipping costs as a token of apology.
Customer Answer
Date: 12/12/2022

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:10/31/2022
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 with ******* to be delivered on October 24, 2022. I received a call stating that my delivery had to be rescheduled because "the truck broke down." I rescheduled the delivery for October 29, 2022. I received a call 30 minutes before my delivery window stating that "the truck broke down" once again, so my delivery would have to be rescheduled. I had to wait until Monday, October 31, 2022, to get the schedule. Now, this company is saying that they do not have a delivery window until November 11, 2022. It is unacceptable to operate a business under this kind of this organization. I also find it intolerable to not even offer pickup under these circumstances.
Business Response
Date: 11/25/2022
We deeply apologize for the unwanted delays of your delivery. Our records indicate we were able to complete delivery on 11/11/22. Again, we apologize for the delay of your product.
Initial Complaint
Date:10/31/2022
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 delivery from XPO betweeen 3:30 PM to 7:30 PM. They called my at 7:24 PM to tell me truck broke down!!! Not the first time second time or third time! This is the fourth time they did this to me!!!! Same thing all the time! Just a horrible company should not be allowed to be in business!!!
Business Response
Date: 11/25/2022
We deeply apologize for the poor service and unwanted reschedules. We have struggled with carrier capacity and mechanical issues with trucks in this market. We are sorry this impacted your order. Our records indicate your delivery was completed on 11/05/22.
Initial Complaint
Date:10/31/2022
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 couch online from ****** ****** who, apparently, contracts with XPO to deliver their products in my area. My couch was scheduled to deliver today, October 29, 2022 between 2:30pm and 6:30pm. Shortly after 2:30pm, I checked the tracking on my delivery and saw a red notice stating, “cannot access location.” I contacted an XPO representative, Jay, who stated their system notes said the delivery team attempted to contact me several times with no success so they gave up on the delivery. This is FALSE. No one contacted me by ANY form: my phone never rang and I never received any email communication. Jay said she was unable to locate our couch (that we’ve already been waiting on for 3+ weeks because of XPO) and that all she could do was “send the delivery team a message.” The company was unable to give me a estimated time, date, or any information regarding this delivery AT ALL. We are frustrated and XPO has made it very clear that their priority is not the customers they serve. When I asked Jay with XPO for a contact number for a manager with XPO or the direct number to the local delivery hub responsible for delivering my couch, she stated something along the lines of “due to FBI and privacy rights I cannot give you either information.” Customers don’t have a right to talk with management? This company has been nothing but a total headache for my household. We want our couch delivered ASAP. Again, we have already waited 22 days for this couch and will not accept waiting another lengthy period of time for this company to get their act together. Completely disappointed and frustrated.
Business Response
Date: 11/25/2022
We deeply apologize for the delay. Our records indicate the deliver was completed on 11/10/22. We apologize again for the delays.
Initial Complaint
Date:10/28/2022
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 am completely disgusted with the service I have received from XPO. I ordered a mattress from big lots on 10/14. Same day XPO contacted to me schedule delivery for 10/28. I confirmed twice that it would be 10/28. The agent said 10/27 they would call me with a time window. When I didn’t here from XPO today I used the chat service. The agent explained an automated call would confirm my time window tonight. By 8pm still no call, I checked tracking site and it still said tomorrow 10/28. At 8:35pm I called XPO customer service. I spoke with agent named IVEE she confirmed my delivery window for 9am-12pm tomorrow 10/28. At 9:34pm I got a text that said my delivery needed to be rescheduled. I called Customer service again at 10pm. I was on the phone for 50 mins with no resolution. I took Off work to be here for my delivery tomorrow 10/28. The agent said the hub controlled delivery and my order didn’t make it on the truck for tomorrow, there was nothing she could do. She connected me to a supervisor. The supervisor apologized and said the hub was closed, nothing she could do except schedule me on Monday 10/31.

I need my item tomorrow 10/28. Arranged to be home from work to accept delivery.

What type or customer service has a customer thinning for two weeks there item is scheduled and then the night before change the schedule with no notice. I did My due diligence as a customer to contact xpo to avoid any rescheduling. My item is 50 mins away at the hub, according to tracking. XPO is not considerate of their customers time at all.

Xpo should try and make it right by fitting me in tomorrow 10/28 or delivering it to me over the weekend.

According to tracking my item is sitting in ****** **..
XPO Tracking #
******************
Retailer Tracking #
********
Business Response
Date: 11/25/2022
We are deeply sorry for the dissatisfaction regarding your delivery. Our records indicate you canceled the purchase and we were not able to deliver your mattress. We are sorry we were not able to deliver.
Initial Complaint
Date:10/28/2022
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.
On October 4th I ordered a refrigerator and a gas range from *******. Items were eventually shipped via XPO and finally delivered on October 21st. When unloading the driver noticed severe damage to the range and thus placed it back on the truck for return to the local HUB. I called ******* about the issue while the XPO folks were here. I requested a credit to my account for the range and ******* indicated that they had not received it back from XPO and therefore my request was denied. XPO has no clue as to what is goin on or where my range is. I demand resolution to this possible fradulent activity.
Business Response
Date: 11/25/2022
We apologize for the delivery of damaged product. Our records indicate we sent the retailer the proper information in order for them to provide your refund. If this is not the case, we are glad to contact them at the corporate level to insure you receive 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,

***** *****

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