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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

    • 387 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:07/26/2022

      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.
      I ordered a washer from ******* which was close to $900. XPO logistics was the company that was going to be delivering it they’ve had the item since July 14. And delivery was scheduled for July 25. I received a text message that morning that said delivery between 10:30 AM and 2:30 PM and once they got close to 2:30 PM I called to check on everything and clicked whatever number said that I would be home I even told the representative that I would be home. After 2:30 PM I called again and they said that the order had been canceled because they talk to my neighbor, and my neighbor said that I would not be home until 3 PM. The problem with that is that I do not have any neighbors. The house to the right of me is burnt down, any house to the left of me is currently having electric put in because it’s that new no one lives there. Also, I have just moved to this new residence and I do not know anyone on the road. So they would not know what my schedule was or anything. And also, I have audio and video surveillance of my whole property and a video doorbell and they did not even attempt to come to my driveway to even see if I was there. It is very frustrating especially with an appliance like this that I need and when I asked to reschedule they cannot help me they said that they need to wait until they get the item back to the facility and then I can call and reschedule.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 8/29/22. We are sending you a **** gift card in the amount of $50.00. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/26/2022

      Type:Service or Repair 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.
      -1/2022 – ordered a ******* ***** & XPO Logistics is the contracted delivery company. -3/8 - I was delivered a damaged *****.
      -4/12 - damaged ***** was swapped with another damaged *****. XPO left marks on my walls & I also was given COVID. Sent pics to ******* about the damages & spoke with Adam H*****, the local XPO Senior Manager. He laughed & told me it’s not my business if the employees have COVID or not. XPO Claim: ******.
      -5/17 - XPO delivered another damaged *****. XPO made loud noises from dropping things while swapping the *****s. I saw XPO drop the arms of the ***** on my floor & scurried out of my house ignoring me telling him to stop. I stopped them in the driveway & demanded they see the damage they just caused. I pointed out all of the marks, scratches, & chips they did to my walls of my newly built house, & 2 chunks of flooring that were missing from dropping the arms. XPO called a different supervisor who screamed at me that I was a liar & that they use straps to move, so it’s not possible. Filed another complaint w/ *******.
      -5/26 Adam H***** contacted me about the damage & I emailed him all of the pictures of the damage, per his request. He did not respond.
      -6/16 I emailed him the invoice of the floor damage ($509.67).
      -6/21, 6/24, 6/28 – I emailed Adam, no response.
      -6/24 – I paid the floor repair bill.
      -6/28 - Adam responded “Confirmed, we will begin the claims process.”
      -7/11, 7/15, 7/20, and 7/25 – I emailed Adam, no response.
      -I am still waiting for a quote for the paint damage.
      -I do not have a new claim number since Adam has been unwilling/unable to respond to my emails. I have attached the floor damage estimate and a sampling of the damage. ******* has told me they are unable to assist any further and I have to take this up with XPO.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. We addressed the customer’s concerns about the employee conduct and resolved the claim in full. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/26/2022

      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.
      Was told a product would be delivered within a time window. Have been waiting all day. Have attempted to call and get information on where my product is. Called at 3:30 pm (3 hours outside my delivery window) am told I am #9 out of 19 other deliveries to be made. I am told that they are currently at #7 stop. 3 hrs later, still no deliveries. I go to Google and find several other complaints like mine. Many others have had no luck in receiving their orders delivered and they have been waiting for weeks up to months for their products. This needs to be investigated if this many people are struggling with this service.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/28/22. We are sending you a **** gift card in the amount of $50.00. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/26/2022

      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.
      XPO Logistics has changed the delivery date of my furniture order from ***** ********* **** Now, the delivery time is outside the original promised window. XPO offered no insight into why the delivery date was pushed back a week. Additionally, their customer support was rude and did not offer any apologies or further information. It has been nine weeks since I placed my order, and I am concerned it will never arrive. Nobody from XPO would supply me with their names and names of supervisors or offer any remedy to the issue.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/26/22. We are sending you a **** gift card in the amount of $25.00. Again, we apologize for the disruption.

       

      Kim McBride

    • Initial Complaint

      Date:07/26/2022

      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.
      On and about May 25th I ordered a fridge directly from *******. the Fridge was supposed to get delivered by XPO logistics on the 24th of June, but on the day of the 24th XPO called me and told me that they can not deliver the fridge as they don't have the fridge, but if you look at the tracking system it states otherwise.

      XPO moved the delivery date to July 9th. On July 7th, I called XPO and XPO confirmed that they have the fridge in their possession, and planning on getting it delivered on the 9th. On the 8th, around 1645 XPO changed the delivery date again (July, 26th). When I called and asked, XPO stated that they don't have the fridge.

      When I asked XPO why they keep telling me every time that they have the fridge and end up changing the dates, they just ignored me.

      I pretty much paid for a fridge and now don't have a fridge and XPO, *******'s delivery partner will not deliver my fridge. I strongly believe I should be getting conpensated because of this ongoing issue.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/26/22. We are sending you a Visa gift card in the amount of $25.00. Again, we apologize for the disruption.

       

      Kim M******

      Customer Answer

      Date: 12/19/2022



      Complaint: ********



      I am rejecting this response because: By not delivering my stuff on time , after you made a promise costed me almost 150 USD (I missed work as I was waiting for XPO to deliver). A 25 gift card does not do any justice.



      Sincerely,



      ****** *****

      Business Response

      Date: 01/19/2023

      We already processed the $25 gift card, but we will issue you an additional $150. 

      Customer Answer

      Date: 01/20/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** *****

    • Initial Complaint

      Date:07/25/2022

      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.
      XPO picked up my ****** return package(and TV) on Jun21 tracking ****************** and ****** never received it. ****** asks to me to sent them a copy of proof of pickup which XPO never provided. I have also provide photo of the driver and the truck that come on Jun 21 2022 for the pick up work.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 6/21/22 and retailer provided you with the refund. Again, we apologize for the disruption.

       

      Kim M******

      Customer Answer

      Date: 12/20/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ** ****

    • Initial Complaint

      Date:07/21/2022

      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.
      A appliance was ordered from *********** on June 16, 2022. It was available for delivery within days, but was scheduled for June 27, 2022. It shipped on June 22 and arrived at the XPO facility days before the scheduled delivery date. My delivery was confirmed, but never arrived. No phone call, email, or other contact was made by XPO. I called the facility on June 28 to determine the reason for the missed delivery. They said they were closed on Mondays. We were out 1 day of work as a result.

      Now they scheduled me for July 1. I confirmed the 8:30-12:30 a.m. timeslot and once again took off work. I was at home when I got a phone call at 8:09 a.m., but was unable to answer. I called back immediately, but the phone number was disconnected. I looked out the window and saw the delivery truck turning around at the end of my street (not even in my driveway). The truck sped off without even called twice or stopping by. They were not only 20 minutes early, but clearly weren't interested in making an effort to delivery. The drivers have a nice system of missing their stops and still getting their hourly pay.

      I contacted the local ******* XPO office associate, who had management call the driver repeatedly. He didn't answer for them either. Must be nice to avoid all contact with your employer and still have a job. The same guy finally delivered the appliance on July 8, 2022. I received no apology or explanation from XPO. I have filed multiple complaints and requested compensation for 3 days of missed work. XPO has thus far been unwilling to be helpful or provide a simple apology or explanation for their incompetence.

      Finally, I was contacted by a Samsung supervisor on 7/20/22 who offered an apology and an investigation into the XPO situation. Hopefully they discover the lack of care and general corruption occurring within the ******* location of XPO, but this is certainly not enough. XPO is at fault here and should be asked to reach ot with compensation and an apology.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. We have escalated the carrier’s conduct to the market director. The carrier is not an hourly employee but rather a contractor so they were not paid for missing the stop. We are sending you a **** gift card in the amount of $50.00. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/20/2022

      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.
      This complaint is to XPO the 3rd party delivery company for ******* appliances.
      - ******* Order#: ***********
      - XPO Tracking #: ******************
      - Order Date: June 1, 2022

      After numerous cancellations and delays from XPO, they let me know finally that they cannot find my order (Total of 4 appliances). Now it is coming close to two months of not having a washer, dryer, refrigerator, and dishwasher at our new home. I attempted reaching out to both XPO and ******* and tried to escalate to no solution. XPO keeps stating that they emailed ******* and need to wait for a response. I stayed on hold for 3 hours and spoke to ******* who said they were waiting on XPO to respond back. How does that make sense for both sides to be waiting for the other's response? I explained this to XPO and they still keep arguing that they will not do anything else until they hear back.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 8/12/22.. We are sending you a **** gift card in the amount of $50.00. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair 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.
      XPO delivered a ******* refrigerator back in April. During the delivery, the employees dropped the refrigerator and dragged it across the floor instead of picking it up. This created a hole where they dropped it and tears in the hardwood from sliding it. I submitted a claim 3 months ago and attached photos and an estimate (which likely has increased by now) for the damages, and nothing has been resolved. Whenever I call in, they inform me that the escalation team keeps sending it to Michael C***** for review, but when we talk to Michael, he tells me that he only deals with **** ***** claims and he cannot help me since I purchased directly from *******. On 6/27 they said that they were escalating the claim again to be sent to the correct department, but today when I spoke with XPO, they informed me that it was sent back to Michael. I would like to complete this claim so I can get the floor fixed before my son hurts himself.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the claim was paid on 11/14/22. Again, we apologize for the disruption.

       

      Kim M******

      Customer Answer

      Date: 12/19/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ******

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair 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.
      I ordered a new washer and dryer set from *******, which was delivered through XPO Logistics. The first washer that was delivered was defective, and per their contract with *******, XPO is not to leave a defective product, but they did. It ended up flooding my laundry room twice, uncontrolled the first time, and caused significant water damaged to my laundry room and the ceiling of the dining room below. I've had a claim open with XPO for almost a month, and not a single representative has contacted me. I've had to reach out to them multiple times to check the status, and no one is even working on a resolution. I've had to take multiple DAYS off from work to get quotes to repair the damage, and had to pay out of pocket to repair the damage to avoid mold growing. So now not only am I out the money for the repairs, but I am out my salary (because it is a new job, and I haven't been paid for my time off), and XPO won't even respond to the situation. The hub in ********* ** is apparently responsible now, and even the claims representatives can't get them on the phone. I am seeking damages for the repairs as well as time taken off from work to deal with this AND damages for time spent on the phone with these people.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the damage claim was paid if the full amount. Again, we apologize for the disruption.

       

      Kim M******

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

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