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Business Profile

Logistics

XPO Logistics, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

    • 384 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:08/19/2022

      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.
      At this point I am really frustrated with this company to say the least. Highly unprofessional and egotistical people working there especially who aren’t bothered with your order to start with and behave as if the customer is responsible for everything to look out for their delivery. What is this company about if not delivering the items? They keep on rescheduling the delivery when the item is at their hub. The only Time it came at my doorstep was when I didn’t ask them to probably open the item in front of me because the very first time they landed at my doorstep with an out of box item dented and scratched and with a rude delivery person who wasn’t even waiting for me to speak to him or his company to find a resolution and walked away with the item. I’ve been out of a washer for a month because of these people. Every agent has the same lines we can’t deliver your product, we’ve to reschedule it and that date is not until 2 weeks later. And then on that date they don’t call and when we call to confirm they say we didn’t receive the product so we need to do the process to get the delivery and this is the earliest we can make. Once we accept it they’ll call again a day before and do the same thing.
      They aren’t accommodating to say the least and prioritize the order when it was fault at their end at the first time.
      ******* Previous Order#US*********
      XPO Previous tracking number: XP**************22

      ******* Latest order # US*********
      Latest tracking # XPO Tracking Number: 00*******XDR*********0
      What’s the point of stating delivery confirmation text message when you can’t deliver the product by that date?
      I am seriously fed up. They have caused me lot of time, effort and money on laundromats.

    • Initial Complaint

      Date:08/17/2022

      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 been waiting since January for a stove to be delivered by XPO Logistics out of *********. My friend was been waiting since November for an exercise bike to be delivered by the same company. They schedule delivery each Monday but cancel & reschedule for the next week.

    • Initial Complaint

      Date:08/17/2022

      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.
      IN THE PAST MONTH I HAD A BRAND NEW FRIDGE SENT TO MY HOUSE AND XPO WAS TO BRING IT. THE FIRST FRIDGE THAT WAS SENT WAS DAMAGED AND DURING THE DELIVERY, THE FRIDGE WAS DROPPED IN A KIDDIE POOL (I HAVE A VIDEO OF THIS) AND THE HOUSE WAS DAMAGED EVERYWHERE THEY WERE AT. I HAVE TRIED CALLING AND EMAILING THEM AND THEY ARE DODGING ME AND NOT CALLING ME OR EMAILING ME BACK. I HAVE DAMAGE TO CONCRETE, ENTRY DOOR FRAME, AND BASE BOARDS. ITEMS I FIXED ALREADY WAS THE ENTRY DOOR NOT CLOSING RIGHT BECAUSE IT WOULD NOT LOCK. I HAD A SECOND FRIDGE SENT TO ME AND I TOLD THEM DATES I WOULD BE OUT OF TOWN AND NOT AT MY HOUSE AND NEEDLESS TO SAY AFTER HAVING IT SCHEDULED FOR WEEKS IN ADVANCE, THEY CANCELED THE DATE. A DATE I MADE SURE I TOOK OFF. XPO SAID A MANAGER WOULD CALL ME TO GET THAT RESOLVED.. NO CALL. I THEN GOT A TEXT AFTER TELLING THEM A DATE WOULD NOT WORK FOR ME GET SCHEDULED AFTER 30 SECONDS OF THEM HANGING UP WITH ME. I THEN HAD TO OPEN MY GARAGE DOOR REMOTELY BECAUSE I DIDNT WANT MY NEW SMART FRIDGE TO SIT OUTSIDE FOR DAY WAITING FOR ME TO GET HOME. MY WIFE AND I HAD TO PURCHASE STRAPS TO MOVE THE FRIDGE INSIDE AND NOW WE ARE HAVING BACK ISSUES BECAUSE XPO DELIVERED THE FRIDGE A DAY WHEN WE WERENT THERE.

    • Initial Complaint

      Date:08/16/2022

      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 bought a couch from ****** ****** back in early May 2022 with an estimated delivery of early June 2022.
      XPO prompted me to schedule an appointment:
      Appointment 1: rescheduled (w/out my consent) half an hour before my scheduled delivery.
      Appointment 2: “Carrier Broke Down” so I have to wait another 2 days to schedule my delivery.
      Appt 3: Out for delivery until the end of my appointment window. Then all of a sudden the carrier broke down again.
      Appt 4: Error with delivery. I call XPO at this point and ask what is going on. They say my couch is broken and I need to call ****** ****** to send another one.
      I call ****** ****** and they expedite the shipment for June 30th
      Appt 5-10: All canceled/rescheduled morning of.
      I get fed up and call XPO. They say that this couch is also broken and ****** ****** needs to send another one.
      I call ****** ****** and they say the earliest they can do is July 22-July 31. I say fine because I just want my couch.
      July 31 comes and goes with no updates. The last update was July 25th and it was stuck in Illinois. I call ****** ****** on 8/4 and they say XPO had an issue with their system and it’s actually been at their warehouse for 1 week. Same day I get the notification that the couch magically appeared! I schedule an appointment for the following Tuesday.
      Tuesday morning I get a message saying my delivery was canceled and scheduled for Thursday. Apparently they over scheduled for that day and I was booted (I’ve been told numerous times that the delivery will be prioritized, will be the first delivery out, etc).
      I call XPO and explain the situation. They say there’s nothing they can do but they guarantee a delivery for Thursday. On Thursday, my delivery has the error “customer refused item” (placing liability on me).
      I call XPO since I never received the item so I sure as hell didn’t refuse it - they broke the third couch in a row and told me to call ****** ****** as there is nothing they can do about it.

    • Initial Complaint

      Date:08/16/2022

      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 fridge and W/D from *******. XPO scheduled delivery for July 29th which got pushed to Aug 10th last minute and I had to call them to find out why (they just didn't have people). Aug 10th, they show up hour earlier than my time window saying they have the appliances but not parts for installation. I overhear a phone call with the next customer who was scheduled for 1pm earliest (this was around 11:30) that they had 30-45 minutes to get back to the house or they can't receive this delivery. Meanwhile they reschedule my installation for August 15th with time window for 1:30pm - 5:30pm. I call at 5:24 when no one shows up and I receive no text or call. She said they were running late and to wait. I call back at 6:45pm and get the same response that the service team is still out there. They could not reach the service team directly to give me an accurate ETA. I call back at 9:30pm - once again same response. She repeatedly said the installation will happen today, they guarantee it because system says they were still out servicing and told me to wait for them. I call back at 10:49pm and the guy put me on hold to talk to the warehouse but once 11 o'clock hit the phone system shut down and automatically hung up. Now I have no way of contacting anyone in that company and last I was told was to wait. I waited 10 straight hours for some kind of communication to be made. The only communication I got (after I initiated the contact) was incorrect information and false guarantee. I am demanding a full refund for installation fees and free installation service.

    • Initial Complaint

      Date:08/16/2022

      Type:Product 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 a ******* refrigerator on *********** on July 27th, 2022, Out for delivery by XPO Logistics On July 30, 2022. First the team they sent one of them pretty much walked into the home without permission with an aggressive behavior as if he was going to take over the home until I walked in because my sister was the one who was there for the delivery on her own. This is no way we conduct and handle customer service delivers and especially when a women is present to make her feel unsafe and uncomfortable in her own home. Second after they left we realize that the refrigerator is not the one we ordered and after contact ******* placing a new order with the right product we had rescheduled for delivery On August 5th 2022. I have 15 days to return a new product after so many emails, chats and phone calls we got an authorization for XPS Logistics to come pick up the refrigerator set for August 15th 2022. According to their records the item was generated on Aug 4th 2022 according to their records but I didn't receive the email to reschedule until August 9th 2022. spoke with the XPO Logistics and updated phone number and contact because my sister works for a school district so she was unable to answer. I received a txt message today from my sister that they had called and canceled the pick up. Stating that they were at full capacity. This will go past the 15 days and I will not be responsible for the product because of gross negligence on the logistics lying and making up lies so that we get stuck with a refrigerator that we paid for twice and now there holding my money hostage and won't put in any effort to pick up the product.
      This is what there site says, showed picked up but didn't. This is fraudulent and unethical business practice and demand that I be composted for my time and having to go through all of this because

      Pickup Scheduled Enroute Pickup Complete Exception
      Cannot Perform Stop : Stop not performed due to the order being rescheduled enroute.

    • Initial Complaint

      Date:08/16/2022

      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 from **. They shipped it with XPO Logistics. The company has FAILED to deliver the item THREE TIMES: 8/2, 8/8, and 8/13. There was no explanation on the 1st missed delivery. The 2nd & 3rd missed delivery has been because of "truck problems".

      The company has pathetic customer service that deflects and stonewalls. No one is able to assist to get the problem fixed. All these idiots are able to say is that someone will reach out in 24-48 hours.

      There are many reasons someone would order a refrigerator, rarely is it ever for the heck of it. I ordered it because I NEED it. These ******** need to stop holding my refrigerator hostage and deliver it immediately.

    • Initial Complaint

      Date:08/16/2022

      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 delivered an **** item to my apartment on 8/1/22. XPO was scheduled to pick-up the same **** item on 8/12/22. XPO said it would notify me one day before delivery on 8/11/22 with a time window for the day of delivery. I never heard from XPO. When I followed up on the morning of delivery 8/12/22, I was told that the delivery was "never routed" and would need to be rescheduled. **** said it was XPO's oversight and XPO would need to reschedule. XPO said **** had to issue a new ticket for the pick-up to be scheduled. As a result, the half-assembled, defective furniture has sat in my living room for weeks. XPO failed to notify me of the time window one day ahead, and it failed to do a scheduled pickup. XPO Manager (Mrs. W****) never called me to resolve the issue.

    • Initial Complaint

      Date:08/16/2022

      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.
      July 16th i received a supposedly brand new ******g fridge it broke in 9 days i still have an open file on this with BBB as well. Xpo received the new fridge on aug 8th and told me that i was unable to schedule it on a weekend. After back and forth on this i got it scheduled for the 13th to which i received multiple texts confirming for the 13th and an email saying it was out for delivery on the 13th. Yet when the delivery window passed by no fridge was delivered. After arguing with a representative about all of this i was told they just didnt put it on the truck because they "didnt have the room". What kind of company schedules deliveries and does not deliver them. I was told i needed to reschedule for another week out. This company shouldnt even be in business, i am seeking $4000 in compensation and im not entirely sure i want to keep this fridge due to being uncertain i will actually ever receive it!!! I should ask for more and will seek legal representation due to the lying and negligence of this company.

    • Initial Complaint

      Date:08/16/2022

      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.
      We purchased an oven, microwave, dishwasher, and refrigerator from ******* 30May2022. They shipped everything to XPO Logistics July 2022. We were originally scheduled for delivery 21Jul2022. We got called that they had to schedule another date. We chose 03Aug2022. On 02Aug2022, late at night, we got a call that they could not meet that date and rescheduled for 06Aug2022. We never got another call, text, or email. We called that morning and were told that our items didn't make it on the delivery truck and had to reschedule, again. They scheduled for 16Aug2022. We called ******* and they escalated. We got a call from XPO saying our delivery was a priority and would come 13Aug2022. 12Aug2022 we get a text and email cancelling our install and telling us to reschedule with the next available date 24Aug2022. We have been rearranging our work and home life for this. We get the same song and dance when talking with XPO, them saying they will "escalate" and make us a "priority" with nothing. We have also further escalated with *******. We are paying A LOT of hard earned money to replace aging appliances that are failing. We are losing time and money by rearranging work and family life. We haven't been stocking food for our children to make it less that needs to be transferred to a new fridge. This means we are losing money on daily shopping trips where gas costs and inflation are sometimes prohibitive. We have paid extra for installation and haul away services on top of thousands for the appliances themselves. We are now using every avenue we can think of to get completion of our delivery. Please help!

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

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