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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

    • 379 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:10/06/2022

      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 refrigerator through ******* and they use XPO Logistics to deliver the refrigerator. My refrigerator was supposed to be delivered on 9/27/22 and I do not have a working refrigerator as mine broke. It is now 10/6/22 and they have not delivered the refridgerator. My boyfriend and I received a call last week to schedule a delivery which we did for 10/4/22. We received a confirmation text on 10/3/22 confirming for delivery between 9:30AM and 12:30PM. My boyfriend took off of work for the delivery. On 10/4/22, no on showed up. No one called to cancel. We heard nothing. When we followed up with XPO they told us there was a product shortage and they don't have our refrigerator. So we called ******* who informed us that they have confirmation receipts that our fridge was delivered to XPO Logistics on 9/27/22. We have called XPO Logistics countless times since 10/4/22. We are told that there are "still trying to locate our fridge at the local hub and there are no updates." I have gotten hung up on numerous times and every time I call I am told that there are no supervisors (their "resolutions specialists") available. I have been told many times that I will receive a call back. I have never received a call back from anyone and continue to sit and wonder where my fridge is. Not a single customer service representative at XPO has shown any sign of an apology or understanding. Not a single customer service representative has tried to actually help. They repeat the same sentence over and over again and make empty promises while I continue to live with no refrigerator for 10 days not while my fridge is sitting somewhere in their "local hub." I have never had a more horrific experience with a delivery company in my entire life. I wouldn't recommend this business to my worst enemy.

    • Initial Complaint

      Date:10/06/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      CPO logistics was contracted by ******* to deliver my new dishwasher i purchased from *******, install it and remove my old dishwasher on July 16th, 2022. I paid for all three services, delivery, installation and haul away. XPO delivered my dishwasher on August 4th but refused to perform installation and haul away that i paid for. After calling XPO they scheduled the installation and haul away but XPO kept cancelling every single installation and haul away they themselves set up for me . XPO would schedule a date, then one day before the date of service XPO would cancel and reschedule, after NINE cancellations i called ******* on September 13th, 2022 to return the dishwasher. ******* processed the return and told me to wait for XPO to pick up the Dishwasher so i could receive my refund. XPO was given a return ticket from ******* on September 13th with an expiration date of September 30th. However, XPO scheduled my pick up for October 5th. than changed it to October 6. On October 5th XPO called to cancel the pick up and told me to reschedule, however I was not able to reach anyone at XPO so I contacted ******* for help on October 6th. Immediately after talking to *******, XPO then sent me a text that said They XPO will contact me when my product arrives in their warehouse?? This did not make any sense, i needed a pick up from my home, i am not expecting a delivery from their warehouse. If XPO does not pick up my dishwasher I cannot receive a refund from ******* so i need XPO to either give me the $855 for services i paid for, or come pick up my Dishwasher so ******* can refund me the $855.

      Customer Answer

      Date: 11/15/2022

      After I submitted my complaint, to BBB. XPO Logistics came to pick up the dishwasher I wanted to return and I was promptly refunded for the dishwasher.

      Thank you so very much for your help. XPO would not have responded to me otherwise.

      Best Regards

    • Initial Complaint

      Date:10/06/2022

      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.
      I sustained damage from the appliance installer from XPO. Claim #****** and I have continuously called and sent emails but no one has returned my calls or replied to my emails. I have already sent receipts for my claim for repair. I have received two letter from XPO Lastmile and I have contacted them, but they never respond. I am still waiting for a response. Please call me at ###-###-#### and email at ********************

    • Initial Complaint

      Date:10/06/2022

      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.
      XPO logistics delivered a ******* refrigerator in June 2022 and the persons delivering scratched our wooden floor and also damaged our main door. 2 claims were registered ****** and ******. The delivery people said they would come back to fix the damage they did but never did. I reached out to XPO to find out about resolution but was told someone would call me back but they never did.

      Today, claim ****** was denied without any reach out to me and I am not sure whats happening to the other claim.

    • Initial Complaint

      Date:10/06/2022

      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.
      We had a refrigerator delivered from ****** in ******* ** and the delivery man(men) damaged our kitchen cabinets. We were told by ****** to contact XPOLogistics, Inc. Claim number ****** and Order Number ********. I have been in email contact with Kayli M******* multiple times and then when I emailed her with the invoice asking for reimbursement for our cost to get the cabinet repaired, I never received an email back from her. I then noticed that I needed to email a different email address ****************** with any concerns, there were no concerns, I just wanted to be reimbursed for fixing the cabinets door(s).

    • Initial Complaint

      Date:10/06/2022

      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.
      Coming to BBB to check XPO Logistics and seeing that they have such a low rating and very high number of complaints, I am not at all surprised.

      I ordered a sectional sofa through **** and paid for delivery. My building requires a COI (certificate of insurance) in order to receive large deliveries, in which I learned about the third party shipping company **** hired called XPO logistics.

      I spent days and countless hours getting the runaround from Xpo logistics in my pursuit of receiving a simple form from them. I have record of countless calls to the company, countless emails sent, and each time I would call, I would be given a different set of information and told the last set information their company gave was wrong. In the end I ended up with 9 different contact emails for XPO logistics, none of which gave more than an automated reply. The one time I was contacted by someone, who made no effort to resolve anything, and again I was met with an automated message as reply. I even have had two different **** representatives call on the phone with me and was still left at Square one with no resolve.

      At this point this has been some of the worst and most lackluster, incompetent, and just downright disrespectful service I have ever received.

      I have been a loyal **** customer for decades and have never dealt with any issues from them so I am disappointed that they would hire such a company.

      I am a pregnant woman and this situation has me so stressed which is very unhealthy for me. I am disgusted by the lack of competency of XPO logistics.

    • Initial Complaint

      Date:10/05/2022

      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.
      My wife ordered a crib from ****** back in August and we were informed by ****** that this would be shipped via XPO. We have been in communication with XPO and whenever we call we end up having the same conversation. We get a verbal confirmation from the person we speak with on the phone that the crib will be delivered within the next day or so only to later get a text message saying that they ran into a problem and that delivery will need to be rescheduled. This has been going on for over a month and it does not seem that we will ever get this shipped to us. In looking at the BBB web site, this seems to be a pervasive issue with this company. I have already reached back out to ****** and posted on their site about how terrible this experience has been. ****** needs to stop doing business with this carrier.

    • Initial Complaint

      Date:10/04/2022

      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 paid over $2000 for a refrigerator that was sent to this last mile shipper. XPO received the refrigerator on September 22, and has failed to show up for two scheduled deliveries with absolutely ZERO communication from the company. There is no evidence at all for me to believe I will ever receive the product I have paid for.

    • Initial Complaint

      Date:10/04/2022

      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.
      XPO contacted me to deliver a couch I ordered from ***** on 9/20. We scheduled delivery for 10/1. Couch never arrived, and when I called, their customer service number was unmanned. I called on 10/2 and spoke a representative named Lauren who gave me an unintelligible reason as to why my couch was missing, told me I had to contact *****, and refused to better explain what was going on or let me talk to someone else. I sent an email to XPOs help desk and received a response not explaining what happened and claiming my delivery would be scheduled when the item was received. I think they broke it.

    • Initial Complaint

      Date:10/04/2022

      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.
      XPO Rescheduled my order multiple times [From August 10th to Oct 12th - 2 months of constant reschedule]
      XPO Tracking #******************
      Retailer Tracking #**********

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

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