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Business Profile

Logistics

XPO Logistics, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Logistics.

Complaints

This profile includes complaints for XPO Logistics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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XPO Logistics, Inc. has 87 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/30/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 writing to formally file a complaint against XPO Logistics regarding the mishandling and loss of my recent shipment. Below are the details of the incident:

      Order Details:

      • Order Contents: 1 mattress and 2 sets of pillows
      • Shipment Weight: Approximately 100 lbs

      Incident Description:

      1. Initial Mix-Up: I placed an order for a mattress and two sets of pillows, utilizing XPO Logistics for delivery through a broker. Unfortunately, XPO Logistics mixed up my order with another customer’s, resulting in the wrong package being delivered to me. The Bill of Lading clearly indicates that the first package delivered was supposed to be delivered to *** ******, not my address.
      2. Resolution Attempts: After numerous phone calls and considerable time spent coordinating with XPO Logistics, the company located my mattress. They arranged to pick up the incorrect package and subsequently delivered my mattress to me. However, during this process, the two sets of pillows were lost, and only the mattress was delivered successfully.
      3. Impact: The loss of the pillows has caused me significant inconvenience and financial loss. The total shipment was valued at approximately $600, with the pillows alone being worth $220.

      XPO Logistics’ Liability:

      According to XPO Logistics’ maximum liability policy, they offer a maximum payout of $500 for shipments up to 100 lbs. Given that my shipment was partially delivered (the mattress) and partially lost (the pillows), I believe the loss of the pillows should be fully reimbursed under their liability policy.

      Requested Resolution:

      I am requesting that XPO Logistics reimburse me the full value of the lost items, specifically $220 for the two sets of pillows.

      Supporting Documentation:

      • Copy of the Bill of Lading for the wrong package and the correct one (partially redacted)
      • Proof of Mattress and Pillows

      Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this complaint.

    • Initial Complaint

      Date:10/21/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 3 items; 2 from ******* (refrigerator), 1 from ******* (washer/dryer) in September 2024 to be delivered on 10/17/2024, all to be delivered by RXO in ********* ** (l*********************, ###-###-####). The items were never delivered.
      I've reached out to their outsourced customer service line multiple times and only vague information is provided, the last of which stating your order has to be sent back to their warehouse for re-scanning and someone will contact you for re-scheduling of your deliveries. No one can tell me when this will occur; meanwhile all of our food has spoiled.

    • Initial Complaint

      Date:10/14/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 that was supposed to deliever october 9th. They failed to deliever and I called them. They told me earliest is october 25th. I asked to pick up my washer because I cannot wait that long due to my wife giving birth to my son in this time frame. They hung up and never responded back about that. I called october 11, and now it's 28th or 30th and no word still about it. My son will becoming around this time. They still refuse to work with me picking it up myself at the request of reimbursement for gas and tolls. (It's a 3 hour trip one way.)

    • Initial Complaint

      Date:09/20/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 central AC/heat pump online and XPO Logistics was hired for shipping. XPO initially mixed up the shipping address with the billing address, and made 3 different attempts to deliver the package to the wrong address even after phone calls were made to redirect the shipment. Finally, when the package was delivered, significant damage was noted shortly after, the damage was consistent with a forklift striking the package and could only have occurred during shipment. XPO took months to process my claim and then denied it, stating that the package was delivered undamaged. They are incompetent liars and need to be held accountable.

    • Initial Complaint

      Date:09/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Hired XPO to move some pallets of *** freight. Agreed to a price of around 1,000 USD. Weeks after the freight is moved XPO sends bill for 1,400 EXTRA. Stating pick up and drop off locations were Residential (they are both industrial businesses), stating weight of shipment was incorrect.
      Also stating weight was off, I sent a certified copy of weight.
      They denied my argument and claim it must be paid.
      To top it all off I originally shipped 5 pallets, they had damaged the pallets and freight and delivered 10 pallets. I let this go seeing damages were repairable.

      DO NOT DO BUSINESS WITH THIS COMPANY.

    • Initial Complaint

      Date:09/09/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 new kitchen cabinets through ****, to be delivered by RXO/XPO logistics, based in ********* **. They have now missed three different delivery dates, and I’ve learned they don’t have the trucks or workers to actually deliver the items they’re receiving from large retailers like ****** and ****. This issue for me will cost me thousands, as I’m unable to insure or live in my home until the kitchen is installed.

    • Initial Complaint

      Date:09/03/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Subject: Complaint Regarding Delivery and Installation of Order #************

      Dear XPO Customer Service,

      I am writing to formally address a serious issue with the delivery and installation service provided by XPO for my order, #************, which was placed through **** *****. The delivery was scheduled for August 31, 2024, with a delivery window from 12:30 PM to 4:30 PM. On the morning of the delivery, I contacted your customer service around 8:45 AM EST to request that the delivery be scheduled for the end of the business day at 4:00 PM EST. I was informed that this request was noted but could not be guaranteed.

      Despite my request, the delivery driver arrived at 2:00 PM EST and called me 30 minutes prior to arrival. I explained that we would be unavailable until 3:30 PM EST for the installation. The driver, however, indicated that they had completed all other deliveries and installations and refused to wait for the requested hour. Instead, they insisted on returning to *********** **, even though it was noted on my account that I had requested a 4:00 PM delivery and that I was still within the specified delivery window.

      Under consumer protection laws, such as those enforced by the Federal Trade Commission (FTC), service providers like XPO are obligated to fulfill the terms agreed upon in the purchase contract. While delivery services may allow for an approximate time frame, installation services, especially those tied to the delivery of essential appliances, generally require a specific and more precise scheduling window. This is necessary because installation often requires the consumer's presence to ensure the service is completed correctly. By failing to accommodate the delivery and installation request within the agreed timeframe and not delivering the service paid for, XPO has failed to meet its contractual obligations.

    • Initial Complaint

      Date:08/15/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      This company delivers/installs for **, where we ordered our new refrigerator from. We were scheduled for delivery on 8/9. Received an email on 8/8 notifying of delivery window for 7am-7pm. My husband took the day off work. He waited around all day and decided to call a little before 7pm, he was told it was still on schedule. He called again after 7:30pm and was told it was still coming. Later that evening we had to call again only to get a message they were closed. We called the next day and were told the earliest they could come was 8/13 because now they had "other deliveries." Later in the day, we were then told it wasn't actually scheduled for 8/13 and it would now be 8/22. Many, many calls later and we were told we were put on the schedule for 8/14 and would "get a gift card." Day before, we get an email for delivery between 11am - 3pm. Took the day off work again. It is 7:30pm and they have once again no-showed without a call or email. All of their reviews online say the same thing. Also, there is no way to actually contact the local company, everything has to go through a global 800 number. I just cannot figure out what kind of bait and switch scam they're playing. Seems to me like they promise delivery then deliberately hold them until they have enough deliveries in one area of the state before they dispatch this is, deceptive at best, and fraudulent at worst.

      Customer Answer

      Date: 08/19/2024

      Since my complaint, this company has no-showed two more times. They were supposed to come again today and called us five minutes ago to say they're twenty minutes away but it "has a lot of damage." My husband said he wants to see the damage before he refuses delivery because we don't trust that this isn't just another lie to delay delivery. We were told that ** might not take it back if they "get to our house before refusing delivery" which sounds absurd. Furthermore, how is that they're just now realizing the damage to the item while they are enroute, and not when they were loading it onto the truck...or while it has supposedly been sitting in storage for two weeks.

      Customer Answer

      Date: 08/31/2024

      They attempted to deliver a completely damaged refrigerator, and even called us on the way to drop it off that it was damaged. We then had to place an entirely new order which is now lost by RXO. I've yet to receive any response to this inquiry as well. 

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Location: **** Order Date: 06/25/2024 Invoice #: ***** Order #: ****************** Subtotal: $1,229.98 Shipping / Delivery: $29.00 Total Tax: $0.00 Total: $1,258.98 *Below is a copy of the email sent to ***** ******* claim #******* The first purchase I made was placed on 6/21/24, delivered 6/24/24. I did not care for this oven, immediately contacted Lowe's, we arranged for it to be picked up and I placed another order for a second oven. It was the delivery and pickup on 6/29/24 that my home sustained damage. The delivery truck backed very close to my home causing the wires to my home to be torn down as the truck backed right into them. My driveway is very long, at least 8 car lengths long, he had plenty of room to maneuver the truck. After ensuring everyone was safe, your drivers and my home, I immediately called ****** to report this damage/incident. The driver was very remorseful, gave me his name and number. I then had the task of having to call and schedule *** to come out to replace the wire from the pole to my home to have internet and cable tv. I then had to research my old cable company, that went out of business years ago, to alert them that their wires were also affected by this. Each company sent technicians out to repair the damage and replace wires. I contacted **********, they also had to come out and reattach wires for my home. I did not think to take pictures. I am a newly widowed woman living alone that is learning how to deal with delivery drivers, ordering appliances and overall management of my home as my husband has always done this in the past. There wasn't physical damage to my home per say, but wires torn down from the junction box giving my home electricity, cable and internet. I am concerned for the hours, stress and worry this incident has caused. I have had to miss work to meet the technicians for reconnection. Again, I did not take pictures. I was so upset and worried not having my home connected to electricity etc.

      Customer Answer

      Date: 08/02/2024

      ****** hired xpo, the shipping company.  I made a purchase online at Lowes.com, delivered by XPO, whereas my home was tragically affected by their ignorance. 

    • Initial Complaint

      Date:08/02/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      ******* TV was purchased on 7/21 and RXO was the assigned courier.

      RXO has cancelled this delivery 4 times:
      7/24, 7/27, 7/30 and 8/2. This has been escalated within RXO and ******* with no solution.

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

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