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. has 87 locations, listed below.

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  XPO Logistics, Inc.

  5 American Ln Greenwich, CT 06831-2551

• 

  XPO Logistics

  610 Chelsea Rd Aberdeen, MD 21001-4308

• 

  XPO Logistics

  400 Southport Dr Morrisville, NC 27560-8675

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  XPO Logistics

  8500 Scudder Rd Saint Louis, MO 63140-5088

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  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:09/28/2022

  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.

  This business deals with installations of ***** equipment. They are the only ones who it can be done through with *****, the original company. They scheduled us on two different occasions for installs, and did not show up or contact us. On those days, we spent hours on the phone with customer service, with them insisting that the installers were on the way, and to wait several hours beyond the 6 hour window given. In both cases, they never showed up, and we later found out they were never on the way.
  
  In the first instance, they failed to schedule properly, so the installer did come to our area for another install, but did not have us on the schedule (despite us receiving confirmation and reminders. ) It took 2 hours & 5+ requests to escalate to management.
  
  We were told we would be contacted on Monday about compensation, we were not and had to reach out. The new manager, Lakema, had a conflicting story about the error and dodged all questions and calls.
  
  The 2nd time, they no showed and customer support again claimed no managers were available and if we just waited, someone would come. We found out days later that their truck broke down in the morning, they were never coming, and they didn't know why no one contacted us and why the rep didn't know when we called.
  
  Lakema, the area manager for ********* who we were assigned to deal with this with, has never once been available by phone. She has on multiple occasions told the customer service reps that she was busy but would call within 30 minutes. She never called. We have only been in touch with her via email, and every time she refuses to answer any questions or address the no shows or inconveniences. She has repeatedly told us that she would get back to us about the compensation we were promised, and never does. It was been two months. I email her weekly and she does not respond or does respond simply saying the same thing, that she will get back to us.
  
  Recently, she has stopped responding altogether.

• Initial Complaint

  Date:09/27/2022

  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.

  A recliner delivered. Thrown off back of truck instead of using lift gate. Box damaged. Destroyed decorative lighting going up walkway with broken box (large). After repeated requests, management has made no attempt to resolve. Going on 8 weeks. Sent pictures of damages and repeated requests. Very poor customer service. Chair had to be returned, broken bolts, probably from being dropped to the ground.

• Initial Complaint

  Date:09/27/2022

  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 a home appliance order
  (#***********) through ********* website on 5/25/22 with a delivery of 8/8. All appliances were delivered however the refrigerator was damaged so we refused delivery of that item. On 9/1 we received an email confirmation of the order for the replacement and on 9/7 we received an email confirming a delivery scheduled for 9/8 followed by another email on 9/8 with a delivery window of 4p-8p. At 3:45pm on 9/8 the XPO Logistics truck driver called to inform my husband that they would not be making the delivery because one of the workers had hurt his hand. We immediately called ******* and XPO Logistics to reschedule delivery and were told that the refrigerator had to go back to the XPO hub and be scanned back into the warehouse at which time we would then be called to reschedule delivery. On 9/18 I reached out to XPO Logistics via their website live chat and received an email with a ticket # ******* and then a follow up email informing me that a dock search request had been made and I should expect a status update within 24-48 hours. On 9/21 I received a phone call from Jose from ******* in response to an email that I sent through ********* PR department web links asking for help. He told me that he would be expediting a dock search at XPO Logistics to locate our refrigerator and that we could expect a status update phone call from him within 24-48 hours. To date we are still trying to get an answer from either ******* or XPO Logistics as to the whereabouts of the refrigerator and an expected delivery date. Per a call to XPO Logisitics on 9/26 - 3 dock search requests have been made and the refrigerator still has not been located. When we have been able to speak to someone we have asked to speak to a manager. Every time we've been told that there is no way to direct our call to a manager and that they will forward the message and a manager will call us back. We have never received a call from a manager.

• Initial Complaint

  Date:09/26/2022

  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 Sept 18th I ordered a dryer from ******* Electronics, the order was placed and I was given a guaranteed delivery date of September 23rd 2022. I received the emails, texts and all associated materials stating that the delivery was confirmed for the 23rd of September through XPO Logistics Inc. Starting the 21st of September I started getting texts from Xpo stating that they could not deliver the item and scheduled the delivery for the 29th of September. At that point i called their number and changed it to Monday Sept 26th 2022, the next day they changed the delivery date to October 3rd 2022. I called in yet again and changed it back to Monday, Sept 26th 2022. I did not hear anything back until Sunday, Sept 25th 2022 with them texting again stating that they could not deliver my dryer which has a value of $1299.99, and that no delivery date was set even though it had been set multiple times not only by ******* electronics, but also by me.
  
  Frustrated with this, I called the 800 number that was provided in the text that they had sent. The person on the phone gave no resolution, refused to schedule a delivery date, refused to allow me to pick up my item that I purchased (in effect holding my property hostage) and stated that they had no obligation to deliver my package. I told them that ******* had guaranteed that the item be delivered on the date specified and that they had to abide by the set delivery date. They reiterated that they are not obligated to deliver that date and that I had never specified a delivery date even though I had multiple times, as well as Samsung. The agent on the phone was gaslighting, trying to say that they never had my package even though their own website tracking shown that they had had it in their possession since the 21st in the Fargo, ND warehouse. This company refused to allow me to even pick up my package, refused to deliver my item, and refused to set up a delivery date for my item, this is unacceptable and unfair!

• Initial Complaint

  Date:09/26/2022

  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 have scheduled via chat, email, calls, for delivery. There have been four (4) no shows now. The first delivery team arrived 50 minutes early and no one was home, as documented on my home security system. They arrived early, rang the bell, and promptly left the residence well before the delivery window started. The next 4 promised delivery dates were just neglected, no shows. I called each time (I believe) and received the same answer, the driver was unable to deliver, I don't know why, we will have to reschedule. It's now been weeks. I have also contacted Marriott (as it's their product (a mattress)) that is supposed to have been delivered long ago, they have tried to help, but it has gone no were. I have taken two days off from work costing me hundreds of dollars, I can show you my invoices. I have included the ongoing chat session for deliveries as well as a chat with customer service. Thank you for looking into this for me. A D- seems quite generous.

• Initial Complaint

  Date:09/23/2022

  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.

  Purchased a fridge through ******* on 9/16 with delivery date showing as 9/21. On 9/20 got an email that delivery would now be 9/22. No big deal, just 1 day. On 9/21 I got a text confirmation from XPO that they would deliver 9/22 between 230p-630p, another confirmation text the morning of. At 530 tracking still showed that our fridge was “at pickup” over an hour away. My husband called XPO and was escalated twice- they told him they wouldn’t be able to deliver until 10/8 after THEY confirmed the delivery to me twice. By the end of his call he was told they would call him back in the morning, completely unhelpful especially as we are without a fridge at our house currently and waiting an additional 2+ weeks isnt feasable.
  
  Checked back this morning and delivery date is now showing as 9/26- which is still ridiculous given that we had been given a confirmed date and time where I made sure I was home from work. It’s not affordable to miss work for 4 hour windows that the company is not adhering to.

• Initial Complaint

  Date:09/23/2022

  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.

  Submitted an order on Aug 24, 2022 to have my ***** machine installed on September 21, 2022. I was given a window of 1p-5p but the company did not notify me that the installer would not be showing up. I called to find out what happened and there was no resolution given. I was able to reschedule for September 22 for the same time frame, I called within the time frame to get an estimated time of arrival and was told they would be an hour away, which meant past the given time frame. The hour passed and no one showed up again.

• Initial Complaint

  Date:09/23/2022

  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.

  My gas dryer was supposed to be delivered on Sept. 15 from 2-6pm. The delivery guy called at 10 am to deliver me an electric dryer. I said my dryer is a gas dryer.
  He then flagged my delivery as refused completely by customer which is not true.
  I called Xpo and ******* more than 20 times and my dryer is not delivered yet.
  I also received a message and email from ******* and xpo that my dryer is delivered which never happened.
  Deliver the dryer!!!

• Initial Complaint

  Date:09/23/2022

  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 ******* bike in August and was granted a date for delivery set by XPO online, the date was picked and confirmed as 9/22/2022, nonetheless said date arrived and no item had been delivered and a notification arrived once the "time window" stating that it was time to arrange our delivery; I called the company as well as *******, the latter had no explanation, but XPO stated that the date in question had reached capacity for deliveries for the day and that I would need to reschedule for the nearest possible date 10/12/2022; I requested an explanation and none was given; I do not see the point for setting up a delivery date approximately 1 month in advance for a month to pass and a delivery occur with no justifiable explanation; another 3 weeks for a delivery is no fix

• Initial Complaint

  Date:09/23/2022

  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 was designated out fridge delivery company by ******* **********s. They scheduled a delivery for us on September 17 and failed to fulfill the order. They had no explanation as to why it didn’t show other than they didn’t have it. On Sunday, September 18, XPO acquired the fridge and now has it in their possession. They claimed they could delivery it on Saturday the 24th, when we were unavailable or January 2023. After much arguing back and forth, XPO said they could deliver the fridge to us on Thursday September 22. The original window they gave us was from 4-8, which randomly the morning of the 22nd switch to 11-3. As 3 rolled around, there was no fridge. The only explanation that XPO could provide was that the truck was late. They have no idea where the truck OR fridge are, just that it’s late. This company is completely scamming people making them lose time at work and wait around for deliveries they are UNABLE to fulfill. They have been in possession of our fridge for over 4 days, but can’t even locate it. This is completely UNACCEPTABLE.