We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 378 total complaints in the last 3 years.
    • 24 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/23/2022

      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 was supposed to have a package s delivered 9/19. I received a confirmation email on 9/18 and then a text message on 9/18 -9pm stating that my delivery was confirmed for 9/22 I received no explanation, I have been in phone with a rep for almost an hour at the end he told me he will put down all the msg and one of the associates will get back to me. After couple days I have spoken with multiple people who all say they understand my frustration and that my issue has been escalated. When I ask what that means they say they have tried to call the local warehouse but no one is answering the phone, so they are sending another email labeled "important". I have had nothing but issues working with this company, receive no follow up communication from people when they say they will get back to me.

    • Initial Complaint

      Date:09/23/2022

      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.
      This issue is with the lack of care for the customer that XPO Logistics has demonstrated. Here is the series of events.

      —Initial contact
      12:40pm - informed driver I would not be home in 30 minutes and asked if they could come later as I would be at least an hour away.

      1:29pm - driver called to say they were waiting at my house. I let them know I was 15 minutes away. Driver put me on hold
      For 3 minutes and called the area manger to confirm they could wait. Driver confirmed he would wait.

      1:54pm - I called driver and was told he left because it was outside of the delivery time window. When asked what was my delivery time window the driver stumbled then said 2pm when my delivery window was until 3pm.

      We all live busy lives in these crazy times and XPO Logistics has no care for their customer or their schedules. I expect a refund of the shipping fee.

    • Initial Complaint

      Date:09/22/2022

      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.
      Delivery was scheduled 2 weeks out much to my sadness at not being able to quickly receive my new fridge I have waited 4 months for. Delivery was not made as promised due to truck break down. Fine i understand things happen, but I waited at home during a 4 hour window and took the day off and they called with 30 min left of the window. Then, I had to call to reschedule, no offer of anything just another almost 4 weeks until they can deliver, even though it was their fault for non delivery. I was on the phone with their team member and they cut off the call and they didn't call me back. I would just like to speak to someone who can get my fridge delivered in a timely manner.

    • Initial Complaint

      Date:09/22/2022

      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 had a delivery of a ******* bike in January of 2022. During said delivery, my home was damaged by the deliverer. The deliverers careless delivery caused multiple dings in my drywall. He also failed to assemble and setup my bike as expected with the delivery. A damage claim was filed with XPO Logistics asking for payment for damages and the failure to follow through on setup. My claim was initially denied by XPO, without them ever speaking to me. After I contacted them again, they re-opened my claim and stated they would pay my requested amount of $225. Months later, I have yet to be paid and I can barley garnish a response from XPO about my claim. I am looking for help with my claim, and I no longer believe my initial claim amount is suitable for this case.

    • Initial Complaint

      Date:09/22/2022

      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.
      Ordered panels for a ******* fridge which have installation on the receipt. The order was placed on August 25th and the delivery date was for September 19th. The order was not delivered on September 19th because they claimed they just got the order. Then when I called to reschedule the delivery it's for almost a month later and they claim installation is not on their records. When I asked to speak to a supervisor the representative avoided connecting me to one and then when they said they were going to connect me to one hung up on me. It is almost 2 months waiting on the delivery and now they claim there is no installation on the order they have but I clearly have it on my receipt from *******.

    • Initial Complaint

      Date:09/22/2022

      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.
      They hired my company and rate cons were signed with an agreement to pay me. I submitted an invoice on 7/17/22 & a second invoice on 8/1/22. The invoices specifically stated that I no longer used a factoring company and provided them with a release letter for payment to be made to me directly. Instead they paid the factoring company for the first invoice on 8/15/22 for $2,650 and then made another payment on 9/9/22 for $3,600 -- despite being told and provided with the release letter dated 10/23/21 from the factoring company to pay me directly. I have attempted without success to have ANYONE from their accounting department call me back. They are not responding to emails or calls. They even made the 2nd payment AFTER we emailed them on 8/21 & 8/29 that they made the first payment in error and to pay us and correct it before making a 2nd payment to the wrong company. I cannot obtain the funds from the factoring company without retaining their services and paying them a fee to collect on a payment that they already have received and should be returned to the broker.

    • Initial Complaint

      Date:09/22/2022

      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 purchased a washer and dryer from ****** on 9/12/22. Order # **********.
      I paid for white glove delivery and installation. It was to be installed that same day.
      It was delivered Friday 9/16/22 by XPO Last Mile.
      XPO Tracking # ******************  Retailer Tracking # **********.
      When they arrived, the delivery people stated they couldn't install due to a hookup faucet being leaky.
      I since paid a plumber to come here, who stated the hookups were just fine. The installers assured me they'd be back Wednesday (9/21/22) morning by 10am, but left no phone number or other contact information for them. The time came and went. I called this morning and was informed no work order exists and no one ever planned to return to install them. I have spent the last two and a half hours on the phone trying to reach someone. They're currently in the boxes in my garage. I had the displeasure of speaking to a gentleman named Princess at XPO when I called who stated they'd be in touch with an install date. I then called **. They told me that Princess called them and said he had tried to call me to set up the install but we were disconnected. This is patently false. No phone call was ever received to set up installation. I am furious right now. I took the day off last week, then again today. I haven't had a washer or dryer in 2 weeks. I need this installed asap. I am also seeking financial compensation for the "white glove" installation I did not receive, the lack of service, and the extreme inconvenience. I need this installed ASAP.

    • Initial Complaint

      Date:09/21/2022

      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 ordered a ******* Bike+ that was supposed to be delivered originally on 9/13/22. I was given a delivery window on 9/12/22 of 8am-11am. I took the day off of work to be home to accept the delivery and was called twenty minutes before my delivery window was up on 9/13/22 to be advised by XPO Logistics that they could not make my delivery due to overcapacity issues. We rescheduled to today, 9/20/22, and my boyfriend had to take a day off of work to accept the delivery.

      Fast forward to last night, 9/19-/22, I get a call from XPO stating YET AGAIN they cannot make my delivery on 9/20/22 and the earliest they can reschedule is 9/22/22. If they cannot deliver on 9/22/22 I will have to cancel my ******* order because Myself and boyfriend cannot take any additional time off of work to wait for deliveries that never come. ******* has been doing their best to give me refunds on my delivery fee and had given me an apparel credit as well as free *** earbuds, but they unfortunately have no control over XPO's delivery schedule. XPO should not be able to get away with this way of doing business. It is completely unacceptable to have a logistics company cancel and reschedule multiple times to just not show up and customers have no plan of action or recourse.

      This entire process has been a nightmare- no one at XPO seems to care that this is an issue not only for myself, but when I researched this issue online, I am not the only one having delivery cancellations and reschedules like this. I do not believe this has to do with supply chain issues, this seems to be more of an XPO competency issue. I do not get any calls backs from their escalation team even when I am advised they will. All of XPO's customer service reps have tried to help as best they can, but sadly no one can seem to help. I have no confidence that XPO will deliver when they claim they will, as they have now proven more than once they are unreliable.

    • Initial Complaint

      Date:09/20/2022

      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 order a Dishwasher through the ******* employee purchase program on August 1st. The first dishwasher that XPO brought came on August 26th. The delivery guys unpackaged it on the truck and it magically had a dent in it so I had them take it back. The second dishwasher was delivered on September 13th but the delivery crew did not install nor haul away the old dishwasher and just left once it was in the kitchen. They left it in the packaging, most likely because they dented the last one. I paid over $200 for an install and a haul away and a week later nobody has reached out to me to come and install it. I have called ******* and let them know and have called XPO who said well send an email and see what happens. Its been almost 2 months I want the expensive decoration (dishwasher) installed and the old one hauled away which is what I paid for. When they delivered my 85" TV XPO refused to bring the TV inside because they said 'they would get in trouble'.

    • Initial Complaint

      Date:09/20/2022

      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.
      Delivery of a ******* bike has been rescheduled on four separate occasions (Aug. 29, Sept. 1, Sept. 12, Sept. 19th). Three of the instances the drivers never showed up and never called to reschedule. I received no communication from XPO that the deliveries needed to be rescheduled until I reached out to them. I was assured by a supervisor my bike would be delivered on Sept. 19th, which would be the second time I have had to take time off of work for this delivery. They have yet to deliver my bike and because of protocols in place by XPO and ******* I cannot pick up the bike myself. XPO does not communicate with its customers at all and makes false promises to keep a contract with a more reputable company *******. The only possible resolution for me at this point is a Saturday or Sunday delivery. I will not be taking anymore time off for this company.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.