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.

  5 American Ln Greenwich, CT 06831-2551

• 

  XPO Logistics

  13777 Ballantyne Corporate Pl Ste 400 Charlotte, NC 28277-4411

• 

  XPO Logistics, Inc.

  404 Front St Central City, KY 42330-1456

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  XPO Logistics

  4425 Salzman Rd Middletown, OH 45044-9709

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  XPO Logistics, Inc.

  1701 Us Highway 80 E Abilene, TX 79601-6258

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:09/06/2022

  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 bought a refrigerator that was to be delivered September 2nd. XPO was hired by ******* to deliver.
  
  On September 2 I was home. The driver made a call and left a message saying they were on their way, I was in a work call so I did not answer however I was home. Another call came 6 minutes later and I was still on a work call so I stood my my front window, my mother was also home waiting for the delivery. No one came, no one knocked or anything.
  
  My call ended at noon and I heard the message saying the driver was there and leaving. It has been an hour since that message was left. I called the driver, he said he knocked on my door (not true) no then just marked me as not home.
  
  I called many times that Friday. Spoke to Donna, Lorraine, their supervisor, Harris and another member of the es lotion team after that. They said urgent messages had been sent and I would be contacted. Nothing.
  
  I called today, the auto message said I had already received my delivery. I corrected the agent and she — Aurelia, said all I could do was wait and she’d send a follow-up to the urgent message.
  
  I finally get a text to schedule…. First available date is Sep 21. So they expect me to be without a fridge for 20 days total! Crazy! Called again, agent Lorraine, had no solution. She’d try to put in a request but no guarantees.
  
  How does someone with medication live without a fridge for 20 days? That is horrible service. They took zero responsibility for their driver lying about coming to my house. Said all the evidence they needed to cover themselves was the call logs. I couldn’t pick up I was on a work call, but I was home in my office that looks out to the front. No one came.
  
  I need my fridge delivered sooner than the 21.

• Initial Complaint

  Date:09/06/2022

  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.

  For the past 5 weeks XPO logistics has failed to deliver a $4,000 package. When trying to work with XPO logistics I am given dead-end answers, and false delivery promises. I have worked with Tonal (the package I'm waiting on), they have gone back and forth for several weeks with them over the package delivery. They claim to not have lost the package, however I would argue this is a bold faced lie. I expected this delivery the first week of August 2022, it is now September 2022. Despite my MANY attempts at finding the package, I am not given actual answers. At this point I feel they are straight up scamming me and Tonal. They claim the package is at a different location, that the package is lost and they found it, that the package is no longer at the place they claimed. It's constant lying.

• Initial Complaint

  Date:09/06/2022

  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 am filing a complaint on XPO logistics regarding their delivery and communication practices. My wife and I have purchased four large items from ******* in two separate orders that were to be delivered to our ******* ** address (A fridge, washer, and dryer followed by a secondary fridge). Our first order was scheduled to arrive by 8/1/22 and we received an email and phone confirmation the day of only to get a follow-up email two hours later saying that our delivery would be delayed almost 3 weeks. XPO claimed that this was due to a "capacity issue" but was able to schedule an emergency delivery due to the fact that we needed to store food in our home. Now we are experiencing the same issue with our second order. I received two phone calls the morning of 9/3 from XPO confirming our delivery will arrive on 9/6 only to get a text the day of saying our order has been delayed until 9/21. XPO's customer service once again claimed this was due to "capacity issues" and that there is nothing they can do to deliver on time or remotely close to the time they promised at purchase. Their phone confirmation system is also broken. Every time I have selected from one of their automated responses I get a "Great! Sorry, I'm having technical difficulties. Let me connect you to representative." I then waste time verifying who I am for call XPO initiated. This has happened 4-6 times per order.

• Initial Complaint

  Date:09/06/2022

  Type:Billing 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 8/9/22 placed an order with ********* for mattress for $2k. I then received a tracking email from XPO LOGISTICS to schedule delivery date & they did not show up. I rescheduled 2nd date & they did not show up. Called customer service they told me they had no record of any order. Called ********* several times to cancel order & refund. Finally received email from ***** saying order canceled & my *** *** **** to be refunded. Have no seen refund.

• Initial Complaint

  Date:09/06/2022

  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 purchased an appliance from ***** and Expo Logistics was supposed to deliver the appliance. They did not deliver the appliance yesterday as was scheduled. The personnel at the number I was supposed to call to check on my delivery stated I was not home, and they left a message on my door. I was home all day, no message was left on either my phone or my door. After MANY, MANY calls with getting no where and dealing with two women who were giggling and refused to transfer me they basically told me they were right and had a picture. Fast forward - someone from ***** installation who was kind enough to help to try and reschedule the delivery (BECAUSE EXPO WOULD NOT) asked me for a description of my house that EXPO took - IT WAS NOT MY HOUSE. The idiots did not call, did not leave a note and were trying to deliver to the wrong house. I want my washing machine delivered NOW and restitution for my time spent trying to resolve their error.

• Initial Complaint

  Date:09/06/2022

  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.

  We placed an order for two sofa/love seat with ****** ****** on April 2nd, it was a custom order. It was delivered by XPO logistics on July 12 but it was damaged. The pegs were missing, the packaging was torn and the couch has black grease marks on it.
  We had a second order with ****** ****** for a bed which was placed on June 5th. XPO logistics 'delivered' the bed on July 23rd but headboard was missing . We filed a compliant and ****** ****** sent another bed. XPO scheduled delivery for Sept 2, so we took the whole day off to do the exchange of old partial order with the new bed order. We waited all day and they rescheduled the order at 6pm. We wasted one full working day.
  The whole experience with XPO logistics has been a nightmare, we have just been passed around with no reimbursement for our time and grievance and no reassurance.
  There has been constant miscommunication on status of our furniture delivery and no one seems to be accountable.

• Initial Complaint

  Date:09/06/2022

  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 paid the company, ***, $5700 for a couch. *** outsource with XPO logistics for delivery. XPO will not deliver the couch. I have been on the phone with them about a dozen times. They keep scheduling the delivery and then canceling the delivery. XPO has told me that they lost the sectional, then they found it, then they lost part of it, then they found it, then *** never sent it, then they have it, and then they lost it again. I have scheduled and re-scheduled this delivery about six times. I don't believe that they will ever deliver it. *** is not helpful at all. I'm not sure what else to do.

• Initial Complaint

  Date:09/02/2022

  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 reach out to you today in desperation regarding extreme negligence and fraud involving XPO Logistics in *********** ** related to XPO Tracking # ****************** // Retailer Tracking # ********.
  
  My wife and I scheduled a delivery as per XPO's request 08/12. Earliest available date for delivery was chosen - Monday, 08/29. Mid morning on the date of delivery, I received a phone call from XPO stating the driver had called off and no one was available to deliver our mattresses until Sept 8th. I advised this was unacceptable as we had donated our previous bed in anticipation for the scheduled delivery. The representative said she would call me back by end of business with an earlier delivery date. I never received a call back.
  
  While tracking our delivery online, I noticed Tuesday, 08/30, that I now had a delivery scheduled for Thursday, 09/01. I received several confirmations delivery would take place Thursday, 09/01 between 2:30 - 6 pm. Long story short - the delivery never came though I received 15 calls from "NO CALLER ID" from 1:53 pm to 2:23 pm. Every call dropped from the caller's end without ever talking.
  
  My wife eventually got in touch with XPO customer service who repeatedly lied about the driver's "attempts for delivery" and a photograph of "our home" that was not my house. She has been lied to and transferred from department to department eventually speaking with an alleged supervisor who admitted customer service's wrong doing. She was promised a call back by end of business that did not happen. She was also promised an email from Legal that never arrived.
  
  At this point, we are beyond frustrated and upset. Quite frankly, we need your help as no one in the organization is willing to take responsibility.
  
  Please reach out regarding this escalation as soon as possible.
  
  We can be reached at ###-###-####.

• Initial Complaint

  Date:09/02/2022

  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.

  ******* order #US539841200
  Shipping company XPO
  Ordered refrigerator with ******* care and filters on 8/1/22
  
  Delivery date: 8/12. Then 8/22. Then 9/2. Then 9/3. Now 9/15.
  
  Paid: $1899 for refrigerator and $299 for ******* care.
  
  XPO referred me to ******* for support, ******* back to XPO, XPO back to *******, and so on. We are 2 months without a refrigerator with a newborn baby and I don't have the funds to buy another one locally unless they refund me. Representatives on both sides have been pointing fingers with no help. I'm unable to store breastmilk properly to feed my daughter and still go to work. The situation has caused extreme hardship. I need delivery soon or full refund.

• Initial Complaint

  Date:09/02/2022

  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 purchased a washer and was at the mercy of the XPO Logistics to deliver the washer to my home. In August 18,22 the washer was set to be delivered to my home, they cancelled the delivery without informing me. Contacted them they apologized and rescheduled a second time. The second delivery attempt the company cancelled the delivery and stated I was not home. I was home all day, 7 people including myself was working on a roof and no one came to my home. I called to complain general staff told me sorry we need ti reschedule I then asked to speak to a manager whom said he couldn’t help with the problem and hung up on me. I called **** ***** ******* XPO Logistics location on coliseum and bluffton road, left my name number and no one ever contacted me for the delivery. I have a home camera also proof that there employees are dishonest as they never were at my home, never called me and claimed I wasn’t home. The third attempt of the delivery was rescheduled my a SMS system. I rescheduled and was told the delivery was to be between 230-6:30pm. The funny thing is that the employees arrived at 11:30 and was about to leave as I was pulling in the driveway of my home. They never called as they advertise they would 30min before arrival. Long story short, a manager hung up on me when I called the 1-800 number. Both **** ***** ******* locations did not call me, help me, or contact me in regards to the dishonest staff they have working for them. The delivery when it was made, I felt uncomfortable with the staff as they were not friendly and they clearly knew they lied about the first and second deliveries. This business needs to be looked at for how they handle such situations. My family will never use this service again and they do not care about there clients or what type of people they hire.