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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

    • 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:08/16/2022

      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 refrigerator two weeks ago (July 27, 2022), it was set to be delivered today (Aug 3, 2022) between the hours of 4pm and 8pm. I left work early and arrived home at 1pm to wait for the delivery. At 8:49 on called XPO to see what happened to my delivery but the call center was closed. Called back the next day and was told that the tried to make the delivery but I was not home. After multiple calls (Aug 5, 2022) was told that the refrigerator need to rescanned into the system before they can schedule another delivery day. Then (Aug 6, 2022) was offered a delivery date of August 12, 2022. During the course of the week, called XPO multiple times because tracking on their website indicated that the refrigerator wasn't in their system. The night before the scheduled delivery date (Aug 11, 2022 @ 8:04pm) received a text message from XPO stating the following, "XPO Your delivery is CONFIRMED for FRI Aug 12 10:30A-2:30P. We'll notify you about 30 mins before arrival." I took the whole day off from work to make sure I was home for the delivery. At 11:25am I called to make sure the delivery was going to happen. During the call I XPO, I was told that the text message I received on the 11th was a mistake and they were still looking for the refrigerator in the warehouse and it would be 48-72 hours before they could provide me with the status of my refrigerator.

    • Initial Complaint

      Date:08/12/2022

      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.
      Refrigerator was supposed to be delivered 7/20 and has been rescheduled four times with no explanation. New date is 8/23 more than a month after it was promised.

    • Initial Complaint

      Date:08/12/2022

      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.
      On July 14, 2022, I ordered a fridge from ******* to be delivered by July 18, 2022. On July 18, the day the fridge was supposed to be delivered, I was asked to reschedule, which I did for July 19. July 19 arrives and I'm asked yet again to reschedule, this time I call XPO and speak with Michelle, who reschedules me for August 9th. Yet again, I am asked to reschedule the delivery on August 8, ONE DAY before my delivery is expected to arrive the third time. This time, I spoke with Denzel who rescheduled me for August 12. For the fourth time, I receive a text telling me to reschedule ONE DAY before the delivery date, as I received a message indicating for me to reschedule my delivery for the fourth time! I called their number yet again, and I spoke with Darrell, who wanted to reschedule for August 23! At that point, it would have been over a month to deliver a fridge that is in *** ******. I've lost approximately $700 in wages due to taking off work in order to open the door so the delivery person can do haul-away service for my old fridge.

    • Initial Complaint

      Date:08/12/2022

      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.
      July 20, 2022 made on-line purchase of ** washing machine from ***** ****. Received email, text from XPO Logistics confirming July 28, 2022 delivery. Received time window on July 28 confirmation. On July 28, received a cancellation from XPO. No attempt to make up for failed delivery on July 29, 30, 31. XPO promised, confirmed and scheduled an August 4 delivery, but never showed up, never called, never gave notice of cancelation. Contacted ***** **** on Aug. 4 and 5 to notify them about the lack of delivery. I asked if I can pick up the washer. No response yet. I'm told their "back office" takes 5-7 business days to respond. I contacted ***** ****'s vender, directly, and was told various stories, including they did not receive the washer until August 5 (after previously stating it was received on July 23).. I was invited to get back in line with others, use the SPO website and "schedule" another delivery. The nice people answering the phones cannot call the ******* branch to see if trucks are available, and cannot let me call or pick up my washer. 14 days after July 28 promised delivery, I have no washer.

    • Initial Complaint

      Date:08/11/2022

      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 refrigerator from ******* because they reported delivery by August 10 and we were in need of a working refrigerator. The delivery window reported by XPO was 3-7pm August 10. I contacted XPO at 7:30 p.m. August 10 and they said that they did not know what had happened to the delivery. The online status reported that the delivery did not happen because they were "unable to access the location." When I called the phone number, it said that the item was delivered. When I finally got through to an agent, she said that the item would need to be re-sent by ******* and the order started afresh. Now XPO simply lists my order as if it is new but without a delivery date. The customer agents just stonewall and say they "sent a request." Judging from other complaints this is not an isolated incident.

    • Initial Complaint

      Date:08/11/2022

      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 refrigerator from ********* website and scheduled a delivery for 8/9/2022. On 8/8/2022 at 2:43PM I received a text message from XPO *********:
      "XPO
      Your ******* delivery is CONFIRMED for TUE Aug 9 12-4P.
      We'll notify you about 30 mins before arrival"

      On 8/9/2022 I received a call from ###-###-#### at 11:10am stating XPO is on their way to deliver and GPS says ETA of 11:31am. I told the driver that I was informed the delivery window was 12-4P, and could not be home before 12pm. He said he would have to call his office and confirm if they could reroute to come back later or would call me back to let me know.

      I work about 25-30mins away from my home, but headed home to ensure I was home before the scheduled delivery window. On my way I called the delivery driver back to confirm they were still on the way. His response was "I got you all taken care of, we're going to keep your refrigerator on the truck and come back tomorrow to deliver, but just be aware that even if you get a message that says we'll deliver from 12-4pm, our window to deliver is 8am-8pm so you pretty much have to be there all day".

      Now expecting 8/10 my wife made arrangements to be home all day to receive delivery. About 4:27pm--having not heard from XPO--I asked my wife asking if the refrigerator had been delivered, she said no.

      I called XPO and talked to Brian who told me my deliver still had to be scheduled. I explained the situation and stated my expectation was still delivery 8/10 because that was I was told and keep getting false information from XPO.

      He said all he could do was send an email to the warehouse stating my request. My wife also called local XPO but was not able to resolve the issue.

    • Initial Complaint

      Date:08/11/2022

      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 spoke with three customer service representatives and they were all rude, hung up, or yelled. We simply asked for a time window for when a washer and dryer from ****** would be delivered so that we could plan the work day - one of us is in healthcare the other in the military. They refused to give us a delivery window even though they explained they could not do that for their job. This is the worst customer service I’ve ever experienced and they were extremely disrespectful and did not help us be able to plan around our work schedules.

    • Initial Complaint

      Date:08/10/2022

      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.
      07/04/2022 – Purchased appliances and installation from **** *****.
      07/16/2022 – Installation scheduled between 9am – 1pm by XPO Last Mile, per update from **** ***** system.
      07/16/2022 – Received call from XPO Last Mile at almost 1pm advising they could not locate any of the four appliances and would need to conduct a “dock search”. Delivery and installation rescheduled.
      07/19/2022 – Delivery personnel arrived and advised their instructions only specified delivery and not installation. Fortunately, they were able to install refrigerator and oven, but nothing else.
      07/27/2022 –**** ***** verified installation reschedule date for the following day between 11:30am-3pm (including having the installers bracket and balance the oven), and provided a credit for $400.
      07/28/2022 – Installation team arrived and installed the microwave but not the dishwasher.
      No further communication has been received from XPO regarding completing the dishwasher installation.
      08/07/2022 – A leak was noticed under the kitchen sink. The installers, from 07/28/2022, disconnected the hose from the dishwasher to the garbage disposal once they removed the old dishwasher, but did not plug the dishwasher port in the garbage disposal, resulting in water damage under the sink.
      Whenever the microwave is turned on, plumes of sawdust come out from the extremely narrow space between the top of the microwave and the bottom of the cabinet.

    • Initial Complaint

      Date:08/10/2022

      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.
      XPOlogistics purposely practices bait and switch practices. They continually schedule delivery dates that they have no intention of keeping and then wait to the day of to reschedule. As a logistic company being able to provide accurate delivery times is a core competency and if they can't do that they shouldn't be in business.

      If it was one time that it happened, I would say it was unforseen but it was 3 times in a row and the delivery date is always 10 days out from the last.

    • Initial Complaint

      Date:08/10/2022

      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.
      After ordering a ******* *****, XPO Logistics was in charge of delivering the product to men and installing on site. The first schedule delivery date was Friday, August 5, 2022. I received a call from XPO stating they were having truck issues and that they would not be delivery my ******* on that date. After, arguing with them for hours to push for Next Day delivery they finally adhered to scheduling a delivery for Saturday, August 6, 2022. XPO Logistics arrived at my house around 5pm and gave me so many excuses why they could not install my ******* such as the ******* could not be installed on carpet ( I have low profile carpet), the ******* needed to be in a room with nothing in it. They even went to say that if I ordered a ****** ***** they could leave it in the box for me to install so they wouldn't have to install it. After, they left, I reached out to ******* and explained everything to them. ******* informed me that XPO was wrong and they should of installed since I had the space and everything listed in their product manual in regards to the ******* ***** Space Dimensions is a recommendation not required. ******* rescheduled my delivery with XPO for Tuesday, August 9th, 2022. On the date of delivery, I patiently waited for XPO to arrive and they never did. I reached out to ******* and XPO who informed me that XPO had marked my order that I was not home. Terrible Business, Need better people with better values, morals, and work ethic.

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

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