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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

    • 386 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:08/09/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 piece of workout equipment delivered and installed on 7/29. I received a confirmation email on 7/28, and then a text message on 7/28 at 9:30pm stating that my delivery was confirmed for 8/4. I received no explanation, so I called and was given two different answers from two people; a route issue and an emergency. When I explained that the 4th didn't work I was told that I could schedule on 8/11 or the week of 8/22. I rearranged my schedule to be available. On 8/4 they came to install my product and told me that they couldn't do it and that I would need to build a bump out wall. I completed that within 24 hours, and had my site reapproved. The delivery team had taken my product back to their warehouse. I have called multiple times and have been told that I could not reschedule my delivery for 24/48 business hours. I have asked to speak with multiple managers to resolve this issue. I get put on hold, when the customer service rep comes back I am told that the mangers are busy. I was finally told after multiple calls that my product is lost in their warehouse because it wasn't scanned back in when the delivery team returned. I have been in email contact with a "local person" who I have asked to speak with directly no less than 4 times. After two weeks of asking I am now told that she does not take phone calls.
      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.

      Customer Answer

      Date: 08/12/2022

      ***** ****** ***** *********************
      ***** ********* ****** *** **** **** **
      *** ********** ***********************
      ******** *********

       

      I would like to close this complaint as satisfied.  I was able to work with a supervisor to get this resolved.

       

      ****** *****

    • Initial Complaint

      Date:08/05/2022

      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.
      Back in March 2022 I ordered a table from ******. The order was Bulky and contacted xpo to deliver it. Upon delivery they ran their truck into my power lines connected to my house which ripped a piece of the house off. including Molding, siding shingles and lights. I have tried contacting this company multiple times to no avail. They have “changed” their world wide email address and refuse to respond back to me. I have called multiple times and elevated the claim to the managers. They even claimed the previous manager was fired during my claim process for negligence. I need them to reimburse me for the repairs that I already have made.

    • Initial Complaint

      Date:08/05/2022

      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.
      They deliver items when it's under contract to be delivered inside apartment in any room I state and they do not do it has happened 2 times now and the deliver guys that come cuss me out and threats me of body harm.

    • Initial Complaint

      Date:08/03/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Purchased refrigerator from ******* *** online on 05/31/22. With delivery on July 12. They shipped it to XPO Logistics. Delivery was canceled by XPO July 12, then July 27: then July 30 and today August 3 2022. They have no plans to deliver all they do is lie!!!

      Customer Answer

      Date: 08/04/2022

      I have resolved my complaint. ******* is going to refund my money. I don’t want any further contact with XPO logistics. Thanks

    • Initial Complaint

      Date:08/02/2022

      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 going on are fourth pick up attempt of a refrigerator that needs to returned to ** since when XPO delivered the refrigerator they damaged the back of the unit. ** setup pickup for unit on 29 Jul they show up with a small truck so unable to pickup unit so call ** they call XPO tell them it is a large appliance again on 1 Aug 22 they show up with a small truck and unable to pickup unit so another reschedule to 2Aug22. Today 2Aug23 missed call from XPO say they are out side to pickup unit which is not true have Ring cameras all around my house nobody with a truck showed up at the time they called saying they are outside. Also my Ring doorbell was never rang which would would have notified me so now I have to have this scheduled again. I have no idea who is running this circus but I need this unit picked up so I can get a refund from ** so for the love of God send some competent folks to get this refrigerator. My XPO Tracking #
      ******************
      Retailer Tracking #
      **********

    • Initial Complaint

      Date:07/28/2022

      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 set of Washer and Dryer from ******y and they were delivered with XPO Logistics. The delivery guys that XPO sent were struggling with getting the machines to the upper floor and they damaged both the machines and the laundry room door frame. I returned the machines since they were installed incorrectly and were damaged but i also reported the damage to the door frame, XPO called (Kevin D****) and told me they are going to send a gift card with a credit of 200$ and they did, but when i tried to use it the card was declined. I called **** and **** claimed that XPO asked to remove the money from this account, so XPO sent me a blank card and now completely ignore me.
      Ticket number at XPO is *******

    • Initial Complaint

      Date:07/27/2022

      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 had purchased an appliance from *******, and XPO Logistics was tasked with delivery.

      They scheduled the date for 7/26, and gave me a four hour window. I ensured that I would be home all day and was optimistic - even excited! The window was between 1 and 5 pm, and I was supposed to receive a text 30 minutes prior to delivery.

      At 4:30, I had received no such text. So I checked the tracking number, which said that the driver was at location at 4:21. I went outside, and there was no one. When I called them, they said the driver couldn't deliver because no one was home. Which is insane, since I was just moving my Amazon subscribe & save boxes inside, and my husband had also made it home before that time as well. We were home, near the entrance.

      When I asked to speak to a supervisor, I was informed that no supervisors exist, which seems ludicrous as it's my understanding that customer-facing roles should always have a supervisor, by law. I was told it would be delivered 7/27.

      Well, now it's 7/27, and I'm being told my delivery is 8/2, which I will be unable to be here because I will be on-site for work. I and my husband do not get PTO to take just willy-nilly, and it's incredibly presumptuous of them to keep messing with my delivery dates

    • Initial Complaint

      Date:07/27/2022

      Type:Delivery Issues
      Status:
      Answered
      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 a refrigerator last week and schedule to have it delivered on 7/26/22 between 1 and 5 pm. My wife stayed home all day to clean and make room for the new fridge, but no one came. I got home early at 4pm and there was still no delivery except ****** boxes. We spent about half an hour unpacking them right by the front door. After we finished, she checked the tracking number to see that XPO said they arrived at 4:21 but no one was home. This is a flat out lie.

      We spent the next hour on the phone, trying to resolve this issue, only to be hung up on or liedto regarding if there was a supervisor available.

      The next day my wife got an email stating the delivery was rescheduled for the following Tuesday 8/2/22, which is not acceptable at all.

      Business Response

      Date: 12/19/2022

      Here is the response to the complaint:

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/29/22. We are sending you a **** gift card in the amount of $25.00. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/27/2022

      Type:Delivery Issues
      Status:
      Answered
      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 early December of 2021, XPO delivered a partial order to me. Somehow in transit, they lost 2-3 pallets of product totaling over $5,000. I filed a freight claim on their website, and then began waiting. I never heard anything and around mid January began inquiring about the claim. I made dozens of phone calls and sent dozens of emails, but was never able to contact anybody within the company or get a phone call or email returned. I finally resorted to ********, and after about 2 weeks of attempting to make contact on ********, one of their employees responded and did their best to help me. She attempted to put me in contact with customer care and several other departments. We did receive a check for about half of the claim in May I believe, and when I was finally able to speak to a human for the FIRST TIME since filing the claim 6 months prior, I was told I could dispute the settlement, which I did. Since then, I have heard nothing from XPO even though I have once again sent 20 or more emails and made 20-30 phone calls. (I did receive one email response from a person telling me they were unable to help as they were in a different department, but that is the only response I have received). I have no idea how a company with that many employees can allow a customer to attempt to make contact for 7 months without any real communication at all. I would guess that I have spent at least 25 hours attempting to make contact with ANYBODY within XPO's organization with no success. I'm appalled at their total lack of customer service and lack of communication. The one person that tried their best to help, the one running the ******** page, was even unsuccessful for 3 weeks attempting to contact their claims department. How on earth can someone that works for the company not even be able to contact or get a call back from one of their other departments?

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. We are escalating to the LTL division to confirm they have addressed this complaint. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/26/2022

      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 7/15/2022 I ordered an entertainment center from ****, and paid for **** ****** services for assembly. A date of 7/25/2022 was scheduled for deliver between 9:00am to 1:00pm, and a date of 7/26/2022 was scheduled for assembly. I received text message alerts from XPO advising me the item was being delivered on 7/25. I waited on 7/25 until 2:00pm. No one showed up. I went on the customer online chat and was told the order wasn’t coming that day. No one contacted me to tell me the order wasn’t being delivered. I found out on the online chat. After speaking with **** and XPO I was told all of the package couldn’t fit on the truck which was the reason for it not being delivered. Rep Irene from XPO stated there was no supervisor working to speak with me, nor could she transfer me to one. Irene promised I would have a delivery on 7/26/2022 between 9am-1pm. On 7/26/2022 I sent a message on the XPO online chat checking the status. I was advised again I would not be getting my **** item delivered. I called XPO customer service and spoke with rep Jay. He stated I needed to reschedule because my item is not being delivered again on 7/26. I called **** in reference to this and they stated the item is missing. I don’t know what is going on; who is lying and who is responsible. I paid for a product, delivery fee and assembly fee but don’t have the product being delivered to me. I paid **** ****** for assembly, and have no product to be assembled.

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

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