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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/13/2022

      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 bathtub from ****** and had a delivery date and time of 10 Sept. On Friday I tracked the item and then called the carrier XPO to confirm the delivery. The agent confirmed that I will get an automated call first then followed by the driver confirming the time of delivery. I waited patiently the next day but no luck. I called them again at 1pm on 10 Sept and the agent said they will deliver on 23 Sept. I have made arrangements with a builder to do the install on Tuesday 13 Sept. I got the shipping release from ****** to pickup the item from their warehouse but cannot make contact with any supervisor or competent staff member to arrange the pickup. Customer service says that neither a supervisor nor resolution team member is available to take my call.

    • Initial Complaint

      Date:09/13/2022

      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.
      There are two issues that motivated me to submit this complaint. #1 - purchased a ******* refrigerator on Aug 25th along with install and haul-away service. XPO was to deliver and install on Aug 30th. They arrived and delivered the fridge but told me they could not install it due to "corrosion on the water line". I was instructed to get a plumber to fix it and they would come back out. I called a plumber who indicated there was no corrosion and that the XPO rep misidentified "pipe dope" as corrosion. I asked XPO to come back out immediately. They did not. I had to pay out-of-pocket for installation.

      Issue #2 - purchased an LG washer on Aug 28th with a requested delivery date of Sept 10th. Received notice from XPO delivery would be on Sept 10th. On Sept 10th no one from XPO called or arrived. I called them and they said they could not install in on Sept 10th and that the next available install date was Sept 24th. I asked them to escalate. They did not. I contacted XPO on Sept 12th and was informed the next available date was Sept 28th. They were not amenable to escalating and getting the installation scheduled for this week.

    • Initial Complaint

      Date:09/13/2022

      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.
      On 22 Aug, I ordered a ******* refrigerator from their website (*********** - order # available upon request). I requested a delivery date of 12 Sept, which was confirmed by *******.

      On 7 Sep, XPOLogistics provided an email message confirmation stating that the refrigerator is confirmed for delivery on 12 Sep. XPOLogistics tracking number available upon request.

      On 10 Sep, XPOLogistics sent a follow up email requesting we "schedule our delivery." This seemed to be in error, as the delivery was already confirmed for 12 Sep. We called XPOLogistics several times and ultimately spoke with Rosie (employee # available upon request) who stated that our delivery needed to be rescheduled due to the delivery truck being overbooked. The earliest available delivery was 23 Sep. This was unacceptable due to us closing on a new house and not having a refrigerator to use in the new house. Rosie informed me she would call back if/when she was able to schedule an earlier delivery date.

      On 12 Sep, I called into XPOLogistics again in attempt to schedule delivery for an earlier date, and connected with the Dona of the Customer Resolutions department (employee # available upon request) who stated she would send an email to the "local facility" in an attempt to schedule an earlier delivery. No case number was assigned.

      Each time I called into XPOLogistics customer service, I was assured I would receive a callback. To date, no return phone call has been made by anyone in XPOLogistics. Since we do not currently own a refrigerator, I find the 10-day delay unacceptable, especially after it was already confirmed for delivery on 12 Sep. No resolution has been offered by XPOLogistics and I am being forced to accept the delay.

    • Initial Complaint

      Date:09/13/2022

      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 order was scheduled to be delivered on September 7th. I was called the day before and told they could not completer delivery and asked to reschedule the delivery date to Septeber 12th. They did not show on the 12th, instead calling half way through the day to reschedule. They are attempting to reschedule a third time and have provided a delivery date of October 3rd. This was not agreed upon by me as my product is being held against my wishes. I have spent a significant amount of time on the phone attempting to reschedule and it is now supposed to be coming on the 19th. I inquired about picking the item up to discover it is being held in ****** **.

    • Initial Complaint

      Date:09/12/2022

      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.
      Originally ordered appliances from *******. Delivery was promised on September 3, 2022. Received email stated that delivery would take place on the 3rd. XPO calls and says the delivery date has to be changed to the 13th to fit their schedule. Called today (9/12) and they stated they could not make the delivery on the 13th and would have to reschedule the 14th. Joanna told me that they could only do that and if that did not work that the next delivery date would be the 20th. They said I could not go to the warehouse and pick them up. I just want my appliances and it seems they are holding them hostage until the delivery better suits their needs instead of providing the service that I paid for.

    • Initial Complaint

      Date:09/12/2022

      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 have a mattress that was to be delivered Tuesday Sep 6th. It has cancelled and rescheduled every day this week and has not arrived. Yesterday when I called, they told me they actually have the mattress, and it will be delivered today (Saturday Sep 10). Today (Saturday) I am told it will now arrive Tuesday. XPO expects you to be home all day for a delivery as they don't tell you when they will arrive until the day of. Each day of expected delivery they contact me and tell me it is not coming, and it will be the next day. What is frustrating is initially they didn't even have the mattress but scheduled delivery anyway. Can a company really expect you to be home every day for 8 days waiting on delivery? I have called and also used their chat to no avail as their reps have no idea when the product is actually coming, they tell me what is on their screen.

    • Initial Complaint

      Date:09/12/2022

      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 washer and dryer installed from ******* by XPO Logistics. Through the several failed attempts, multiple points of damage were done to my home. I was advised that a $100 credit would be given to me as a courtesy in addition to a claim for the damages. Its been 2 months and no progress has been made. When I reach out to the company for an update, they forward my message saying someone is working on it. This should take no longer than a week to have someone contact me, yet is taking months.

    • Initial Complaint

      Date:09/12/2022

      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 dryer online from ******* who had the product shipped through XPO, that one worked out fine but when I needed a replacement ******* was very helpful and set up for XPO to pick up the old dryer and sent a new one to XPO. I spoke with many representatives, I stated that I would not be available on the days they service my area and that nobody would be available to let them into my home to take the old dryer. after waiting almost a week and a half XPO automatically scheduled to come to my house 2 weeks later again on a day I am not available, Their resolution team I'm pretty sure does not exist as They would never pick up the call and when connected with the direct hub the call was ended. Horrible customer service

    • Initial Complaint

      Date:09/12/2022

      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 delivered our new fridge to our home on 8/30/2022. The delivery drivers pulled into the driveway with their truck which is not typical and cracked our concrete from the weight of the delivery truck. The delivery men were friendly; however, there was significant damage to our home. They damaged the wood frame in our outside and inside entryway, they damaged the concrete porch by dragging the fridge across it (permanent etching), they scraped the entire side of a brand new fridge using improper dolly equipment, they damaged the metal threshold and brand new entry way door while dragging the fridge as well as scrapes to our interior tile floor.

      I reached out immediately to XPO. I have had to follow-up on this multiple times and am told "someone will contact me to discuss this" and still nothing has been done. We would like to be reimbursed for the needless damage by delivery drivers who did not know how to properly deliver our item.

      I have photos of all of the damaged areas/items.

    • Initial Complaint

      Date:09/09/2022

      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.
      On 7/25/2022 a damaged panel was delivered by XPOLogistic and on 8/5/2022 I filed a freight claim with them and I have not heard back from them. I have called and emailed them numerous times and they respond is they are short staff and the claim will take longer. We are unable to conduct our business because of the damaged panel. We need for this claim to be at least looked at to see our opinions but we can't get XPO to call or emails back.

      PRO-Number **********

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

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