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

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

• 

  XPO Logistics, Inc.

  404 Front St Central City, KY 42330-1456

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  XPO Logistics

  4425 Salzman Rd Middletown, OH 45044-9709

• 

  XPO Logistics, Inc.

  1701 Us Highway 80 E Abilene, TX 79601-6258

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:10/13/2022

  Type:Service or Repair 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.

  To whom it may concern:
  
  This company delivered a washer and a dryer, the installers did not install the washer correctly and made water damages to my house and now are not taking responsibility for the damages.

• Initial Complaint

  Date:10/11/2022

  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.

  Failed to deliver the refrigerator. They sent me a confirmation e-mail on Friday October 7th confirming a delivery for October 10th between 3:30 pm and 7:30pm. At about 4:30 pm, I clicked "track order" and noticed it had not moved from the warehouse. Therefore, I clicked "chat" when I was told "they decided not to deliver it today." Really, a company can send me a confirmation e-mail to be at my house for a deliver and then decide not to show up without any notice, call, or anything?
  
  Our family planned our day around being at the house for this deliver and we had food waiting for our new refrigerator. This is horrible. The customer service was even worse and moved my delivery day to Wednesday (couldn't even give me the next day). When I asked for a manager, I was told the "none is available."
  
  Lied about the confirmation date and time and didn't bother to tell me that they were not going to show up.

• Initial Complaint

  Date:10/11/2022

  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.

  Please see timeline below for delivery attempt requests on 10/3, 10/7, 10/9, 10/10, and now 10/15 (tentatively).
  
  9/29: Placed the order with **** on 9/29/2022 for 10/3/2022 delivery.
  10/2: Contacted **** and XPO to reschedule delivery as I will no longer be available 10/3. Both parties advised me to contact **** after failed delivery to reschedule.
  10/3: Failed delivery
  10/4: Rescheduled with **** for 10/7/2022 redelivery.
  10/7: No show - XPO advised hold hasn’t been removed. **** contacted XPO to remove hold and redeliver on 10/9/2022.
  10/8: XPO advised hold was removed after IKEA’s redelivery request so redelivery wasn’t processed. **** contacted XPO again to reschedule for 10/10/2022 redelivery.
  10/9: XPO confirmed delivery will be on 10/10 between 9 AM - 1 PM on their website.
  10/10: XPO confirmed delivery hasn’t been routed due to driver shortage. **** contacted XPO to reschedule for 10/15 redelivery.
  
  Shipment is currently with XPO at *********** ** facility since 10/2. XPO internal communication has been ineffective (customer service outsourced to another country, operations in U.S.) and they have not been able to complete my white glove delivery after repeated requests. This is unacceptable, especially for a big logistics company.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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.

  XPO Logistics delivered and installed my ******* washer/dryer/stacking kit, & refrigerator Sept 9. The delivery person was in a rush, he was frustrated, he had to call his supervisor multiple times because he had never installed the ******* washer before and needed w/ installation. XPO Logistics did not tell him the extent of his delivery because he didn't know he would be here a while to install everything. Once he left, I tried to wash a load of laundry, needless to say once in spin cycle the washer shook violently. I figured maybe it needed calibration, tried to calibrate it, tried to wash again, it still shook violently. I had to stop it during the spin cycle each time because it sounded like it was going to blow up or break through the floor. The whole washer/dryer moved over an inch due to the violent shaking. I called ******* that evening, they walked me through troubleshooting only to learn the shipping bolts were not removed. I also noticed none of the legs on washer or dryer were extended. The fridge was also not installed properly. I Called XPO to complain they said they would send someone out. Twice, they didn't show up for appointment. They didn't call to tell me they weren't coming. Third time, had to be scheduled over a week later. The third time, they again did not call me but showed up this time -- I was at work which I told them was a possibility. I didn't even know they had come to my house until I called to complain about them not showing up a 3rd time. I again called Samsung, they had a washer repairman come, he removed the front panel and realized a cement piece in the front part of the washer was not connected. A bolt had come loose and a plastic piece broken inside washer. I paid for delivery, installation, etc., Appliances are not cheap, and now I can't even use it, washer is broken because of the installation. This was 100 percent avoidable by proper installation. Do not buy appliances anywhere that uses XPO for installation.

• Initial Complaint

  Date:10/11/2022

  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.

  On 10/06/22 XPO was hired to deliver appliances for ******* Inc. Xpo sent me a delivery time window of 8am-12pm. Around 6:10am we were awoke by the sound of my dog barking, this caused my wife and our 3yr old child to wake up. My wife took our child downstairs to feed her and get ready for school since I work nights and had just gone to sleep at 4am. 5 mins later my wife open the curtains to the front yard to find two men in a plain white truck at the end of our driveway. Mind you, it was pretty dark outside. When seeing my wife, they approached the door. Half dressed and trying to keep the men from ringing the doorbell and waking me up again, she answered the door to find out they wanted to deliver appliances. My wife said I think you are supposed to come later. The man told her they had a cancellation and they had to deliver now. She came up stairs to tell me and get dressed. I told her to go back downstairs and tell them to come back at the delivery window of 8-12pm. She did and returned to tell me they had said they could not come back. I then went down and yelled at the two to come back at the scheduled time, they REFUSED. I told them to pack up and get the hell off my property.

• Initial Complaint

  Date:10/11/2022

  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.

  On September 13, 2022 an expensive piece of equipment was delivered to the XPO location in ********** **. Since that date I have attempted several times to have the equipment delivered to my home as agreed upon. On September 18, 2022 I was informed via email that the equipment would be delivered on September 23, 2022. On September 23, 2022, after several hours of waiting I called XPO to inquire about its location. I was then informed the equipment would not be delivered because the installer had a family emergency. Had I not contacted XPO I fear they would not have contacted me to provide an update. On October 3, 2022 I was informed the equipment would be delivered on October 7, 2022 between the hours of 1pm and 5pm. After the window closed, I contacted XPO at 5:30 pm and was told the driver had picked up my order but was running late. At 7:30pm I contacted XPO and was told the driver was still running behind but would contact me 30m prior to delivery. The order has not been delivered as of October 8, 2022, and a driver has picked it up. I have contacted XPO several times since they work through independent contractors, to find find out where exactly the equipment is since it has been picked up from the warehouse by the independent contractor. I have not been given a location or status of the equipment except that it has been picked up. I am not sure if it is in my home city or in another state, or if it is in the back of the driver's car. I have tried for several weeks to find resolution with XPO and continue to be pushed off from one Friday to the next.

• Initial Complaint

  Date:10/11/2022

  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.

  XPO Logistics scheduled a sofa delivery for a Friday. They called in the late morning of the same day to reschedule.
  The night before the second scheduled delivery, they called to reschedule again. They then cancelled for the third time.
  
  There were all kinds of reasons given for the cancellations. Your item didn't get scanned (huh??), your item is oversized and won't fit in our truck (then how are you planning to deliver it at all??) and my favorite, we only deliver to your area on Wednesdays and Thursdays (then why did you schedule deliveries on a Friday, a Monday and a Tuesday??)
  Once while rescheduling, the customer service representative actually said "IF your order comes on that day..."
  
  I am now awaiting another delivery from this company. The delivery was scheduled for today and, knowing how unreliable they are, I called to confirm. Of course my delivery has been cancelled. This time they didn't even reach out to let me know. If I hadn't called I would still be sitting here waiting for them.
  
  I love the company I've ordered the items from, but this delivery company is the worst I've ever had the misfortune to deal with.
  
  I also want to note that when my first order finally came through, the delivery itself was excellent.

• Initial Complaint

  Date:10/11/2022

  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.

  We ordered a refrigerator from ******* to be delivered by XPO Logistics (Order num: #***********).
  It was scheduled for delivery Sept 29, 2022, but at the end of the delivery time window, we contacted them and they said the driver couldn't find us so he drove the refrigerator back to the hub (*********** **) and we would be contacted for delivery rescheduling w/i 24-48 hours. Today is Oct 7 and we have not been contacted date. After many, many, many calls to Customer Service, they finally told us today that the refrigerator did not return to the hub. The hub did a dock search and can't locate it. Over the past days, I have also sent messages via the XPO's "Contact Us" link (*******************************). I sent three messages. Each time they responded with an email saying they would get in touch with me to resolve. They never contacted me. In one response, I got a ticket number *******. Using that, I finally got a customer service rep to tell me (this morning) that the hub cannot find the refrigerator at their facility. The cost of the refrigerator was about $2300.00 paid on our **** card. At this point, I'm wondering if ******* and XPO are in cahoots, taking customer's money, and never delivering a product. Customer Service will not provide a phone number or email for the hub so we cannot contact them directly. We are at our wit's end with XPO and *******. We have spent hours on the phone trying to find out where our refrigerator is. We're going on 3 weeks in our new house and we have no refrigerator and no possible resolution in sight. Help, please.
  I heard that XPO HQ is in ** because the ********** hub is not in the dropdown list of selections. All customer service representatives we spoke to are located in either the *********** or some overseas location that the rep would not disclose.

  Customer Answer

  Date: 11/18/2022

  I wanted to let you know that my complaint was addressed by XPO. they have delivered my refrigerator. Please close this complaint as resolved.

   

  Thank you.

  ****** *****

• Initial Complaint

  Date:10/11/2022

  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 ordered a bed frame from a distributor on 7/22/22, which arrived to XPO Logistics in Oklahoma City on August 8th, exactly when expected. I scheduled the delivery date for Wednesday, August 10th. It never showed up. I kept checking the tracker on the website all day and it kept saying "out for delivery" but never arrived. I called the next day (Aug 11th) to figure out what happened, and I was told that it somehow didn't make it on the truck that day, so I rescheduled for Saturday, Aug 13th. Once again, it never arrived. I called multiple times with no answer. Finally a few days later, I got ahold of someone in customer service and explained the situation. She informed me that they did not have a package for me, and that they had sent it BACK TO THE DISTRIBUTOR. After immediately calling the distributor, I was told that they never received my packages. So I have no idea where they went if XPO truly doesn't have them.
  
  Fast forward, the distributor is extremely kind and generous to send a complete new bed set for free, PLUS approx $100 refund for my troubles. This bed is now on of course on backorder, so I have to wait a few months for it to be shipped. It finally arrives in OKC on Oct 7th at XPO Logistics. I call to schedule the delivery once again. I am told they can not deliver it until November. It is in Oklahoma City, where I live, and I still can't get it delivered for a month. And I cannot go pick it up myself either. This delivery company has made this process extremely irritating and prolonged, and all I want is my bed delivered, as we have been sleeping with our mattress on the floor for multiple months now.

• Initial Complaint

  Date:10/07/2022

  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.

  On September 13, 2022 I purchased a ranch hand bumper for my truck. I spent approximately $1,400 on this purchase from ******. I was charged for the bumper as it was recieved by XPO logistics since they are the company who is shipping this to my house. The scheduled delivery date was September 28 in which I was asked to specify a 3 hour window for it to be delivered. My wife took the day off of work so she could be available to sign for the delivery. I recieved a phone call in the afternoon stating that XPO had to reschedule the delivery because no one was able to sign for the package. Obviously that is not true as my wife was at the house all day long. XPO updated the tracking information on ****** as well stating that the customer rescheduled the delivery date. Again not true. The delivery date was rescheduled to Ocyober 4th. On October 4th I was contacted stating that they could not deliver my item. XPO updated the tracking information stating customer rescheduled delivery date. I did not reschedule anything. I took off of work that day in order to be available to sign for delivery. I was then guaranteed October 5th my bumper would arrive. On October 5th I was contacted yet again stating XPO had to reschedule to October 8th. Today is October 6th and I recieved a request from XPO to reschedule my delivery to October 13th. Each time this has been rescheduled, XPO updates the tracking information as "customer rescheduled delivery date" I have not rescheduled anything. Each time I am "guaranteed" a date that my bumper will be here. This is ridiculous. I can't order another bumper from ****** as it will be shipped by this scam company. There is no way XPO should be in buisness if this is how they conduct themselves.
  
  As I am writing this review I recieved notification that my order was canceled. I am on the phone with ****** and ****** was told I refused delivery of my bumper. I can't make this up!!