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 Logistics

  400 Southport Dr Morrisville, NC 27560-8675

• 

  XPO Logistics

  13777 Ballantyne Corporate Pl Ste 400 Charlotte, NC 28277-4411

• 

  XPO Logistics, Inc.

  404 Front St Central City, KY 42330-1456

• 

  XPO Logistics

  4425 Salzman Rd Middletown, OH 45044-9709

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: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 ordered a new mattress from ***** about 3 weeks ago off of wallmart.com about a week after the purchase it let me choose a delivery date which was a minimum of two weeks away so I picked wensday 10/26/22 Wensday morning I got a email from xpo logistics saying it was pushed off to today 10/27/22 between 2-6pm I also received a email from xpo logistics today on 10/27/22 stating that the mattress was on the truck out for delivery and would be here today between2-6pm. So I took the day off work to receive the mattress and I just got another email at 2:05 pm today on 10/27/22 stating I could pick another delivery date anything Saturday10/29/22 or afterwords. That is unacceptable I called customer service the delivery drivers closed the order out under ( package undeliverable and or resident not home) the customer service agent said they had to do that to create a new order and a new deliver date that it wouldn’t fit on the truck! This is the 3rd time they rescheduled I don’t have a bed to sleep on tonight. I can’t take another day off work and wait around all day only for them to reschedule again this is very ignorant and I would like them to bring me my mattress today on 10/27/22 between 2-6pm like they were supposed too.

  Business Response

  Date: 11/25/2022

  We deeply apologize for the delay and unwanted reschedules. Our records indicate the delivery was completed on 11/03/22. Again, we apologize for the delay you encountered. 

• Initial Complaint

  Date:10/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 for a fridge with ******* on 9/11/2022 - it arrive at XPO's hub in ****** on 9/12/2022. It was originally supposed to be delivered on 9/14/2022 but was cancelled, and then cancelled repeatedly. My wife has taken off of work repeatedly to wait for them to show to no avail. Worst part is, they do not give any notification that the delivery has been cancelled.
  
  9/14/2022 - cancelled
  9/21/2022 - cancelled
  9/28/2022 - cancelled
  10/18/2022 - cancelled
  10/27/2022 - cancelled

• Initial Complaint

  Date:10/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 had an order scheduled for delivery on 10/5. I called to confirm the delivery. They never showed up. When I called on 10/6 they said they attempted delivery at 6:30am, which was a lie as I was home and no one came to the door. They claimed the driver called and because no answer he didn't deliver. I asked the number her used and it was a wrong number. I had a partial order delivered on 10/7. I told the delivery team that the order was incomplete, they said they would report it to their hub. I called XPO customer service 3 times on 10/7, once on 10/10, 3 times on 10/11, once on 10/13, once on 10/24. Each time I was told that they needed to open a ticket with their hub to search for the missing items. ****** also called on 10/13 amd 10/26. First time ****** was told that they needed to open a ticket to search for the missing items. On 10/26 ****** was told that they were not aware of any issue and the item is marked as fully delivered. I emailed XPO on 10/10 and was again told a ticket needed to be opened. I requested supervisor assistance on 10/13 and 10/24 and I never got a response. This company is dishonest and others need to know to not use them. Their customer service is attrocious. I ended up having to work with the manufacturer of the item to repurchase the missing pieces adding additional cost to an already expensive item. No one should be using this delivery service!

• Initial Complaint

  Date:10/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  It has been almost a month and they keep rescheduling my item for delivery. I have spoken to customer service every time and they assure me it will be delivered. Then the delivery date arrives and they reschedule. I just want my microwave that was initially supposed to be delivered on Oct 4

• Initial Complaint

  Date:10/26/2022

  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 washing machine from ******** sales in ******, XPO Logistics was the trucking company used to deliver the product. The brand new washing machine was severely damaged. I have been trying to get ahold of someone to resolve this issue amd I get the run around.

  Business Response

  Date: 12/06/2022

  This order is out of our *** division. We have engaged the *** division management team to reach out directly to the customer to assist. 

• Initial Complaint

  Date:10/26/2022

  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 are attempting to return our ****** ** ******* due to the safety recall. ******* utilizes XPO logistics for the equipment pick ups. We have tried to schedule the pick up with XPO Logistic & ******* 4 times over the last month and a half. XPO continually confirms than cancels the appointments. They will not allow to escalate the issue to a supervisor. I have no power to get them to help resolve this issue other than to warn others about how terrible this experience has been.
  
  The tread is a safety issue and we have small children in the house. ******* and XPO need to honor thier appointments to get this resolved ASAP.

  Business Response

  Date: 11/25/2022

  We deeply apologize for the delays. Our records indicate we picked up the tread on 10/29/22 and the issue had been escalated to our executive team to insure there were no further delays. Again, we deeply apologize and are glad we were able to complete the pick up. 

• Initial Complaint

  Date:10/25/2022

  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 have a scheduled a pick up of my ******* treadmill. As of today, XPO has cancelled pick up of my tread three times. The first scheduled pick up was 10/4, the second scheduled date was 10/11 and the third scheduled pick up is 10/25. I have taken days off of work, without pay and keep getting excuses and lies from this company as to why they can’t come on the actual day of pick up. I have contacted ******* and they have escalated these issues with them and have 3 seperate reference numbers associated with complaints to *******. The reference numbers are ********, ********, ********. All 3 times I have rec’d confirmation emails from ******* 24 hours prior to that the XPO team was indeed coming and that’s why I called out of work. I can’t keep taking days off, loosing money, and waiting for this company to actually show and and pick up this treadmill. At this point I feel 3 times is fair and now I am submitting this complaint.

  Business Response

  Date: 11/25/2022

  We deeply apologize for the missed pick ups. Our records indicate we were able to pick up the tread on 11/08/22. Again, we apologize for the delay. 

  Customer Answer

  Date: 11/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was offered $250 in claim funds and did not text that yet. I was told by upper management this was being awarded because I missed multiple days of work. That money has yet to be recovered 
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/10/2022

  *** has issued gift card under gift card number ****** which will process next week and arrive in the mail in roughly 2 weeks. 

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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 received (via XPO) a ******* Dryer/Washer, and the Dryer had a dent on it (couple months ago). Because of the dent, ******* sent a replacement unit via XPO (tracking ******************). They also scheduled a pickup for the dented dryer (******************). Delivery was set for a Saturday afternoon (10/22/22). XPO drove here, took the replacement unit from the truck (which had no wrapping anymore) to haul to my laundry room (last time they removed the plastics after moving it), and left it on the driveway to pick up the old one. They picked up the old one with the dent, and they threw it inside the truck like it was trash to a point a neighbor that was walking by said and I quote: "I guess you don't really care". We have pictures of it with just the dent if you want to compare to the state it got to your warehouse. At that point, they moved the new unwrapped unit to my laundry and after a few minutes came to my wife and said: "this one, the motor is dead". We then asked the drivers, can you swap again and leave the old one? They said NO, we closed the pickup order so that's that. My wife then asked: are you leaving us with no dryer, with 2 kids, on a Saturday? The unprofessional driver said: nothing I can do, call Samsumg Monday. I asked to speak to a supervisor, they told me: "there isn't one today". I asked them to contact XPO, they said it was already closed (this was a lie, we were able to call XPO 30 min after they left). They asked if we wanted to keep the one with the dead motor, to which point I said are you crazy? They got inside, took the new dead one and left. Here's the result: my laundry room was completely dirty, they left wrapping material from inside all over and, worst of all, they left my washer disconnected. At this point my wife was crying, I pointed out how absurd this was and the driver told me I had to "calm down". Now we have NO dryer and an unfunctional washer. You don't treat people like that, you just don't. This is unacceptable.

  Business Response

  Date: 11/25/2022

  We depply apologize for the behavior of the delivery team. What you describe is not acceptable and will be addressed. Our records indicate we were able to deliver the replacement dryer on 11/14/22. We apologize for the delay and disruption. 

• Initial Complaint

  Date:10/24/2022

  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 delivered a product on September 29 that was completely damaged. Following the advice of their driver I rejected the delivery and filed a claim with him. Nothing happened for week. I called them and they said the driver can not file a claim I have to do it myself on their website. I did that and filed all requested documents. A week later their claims department emailed that they still need me to send them the product invoice, which I already did. I send them a manual invoice as well that the supplier ended up sending me and XPO tells me 10 days later they do not have it on file. I sent it again. Their customer service gave out a phone number for the claims department and the number does not work. The claims department sent the document request after 8 pm MST which indicates that they work overseas and do not care. Today, customer service told me that the average processing time for claims is THREE MONTHS. Their sales department is obviously faster.
  
  I looked up their reviews on Google Maps and found dozens over dozens of reviews going back for years mirroring my experience.
  
  h************************************ ************************************* ************************************* ************************************* ************************************* *************************************
  
  That continues for dozens over dozens of cases.
  
  This is outrageous. I find it even fraudulent. It is obvious that there is a pattern. It is obvious that they want claims to fall apart by dragging things out and people giving up. If there are professional licenses needed to transport stuff as they do, they should not have any license to do so - for many years already.
  
  Please help.

  Business Response

  Date: 11/25/2022

  We deeply apologize for the delay. This delivery is through our *** division. We have shared this information with their Customer Care management so the customer can be reached to assist with the claim, if it has not already been resolved. 

• Initial Complaint

  Date:10/21/2022

  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.

  I purchased a washer and dryer from *******. It was supposed to be delivered by xpo logistics last mile October 12th. They called to reschedule the delivery for October 19th. They gave the excuse that the truck was too full and could not be delivered on the 12th. They called on the 19th and said the people that were going to deliver, no longer worked for the company. The delivery would be rescheduled for the 21st. They called on the 20th and said the truck was at capacity and the delivery would have to be rescheduled for the 31st. I talked to several customer service reps and nobody could get my washer and dryer delivered.

  Business Response

  Date: 11/25/2022

  We deeply apologize for the delay. Our records indicate we were able to deliver the washer/dryer on 11/2/22. We apologize we were not able to deliver sooner due to driver shortages in this region.