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 Last Mile

  1851 W Oak Pkwy Ste 100 Marietta, GA 30062-2285

• 

  XPO logistics

  6314 Fly Rd East Syracuse, NY 13057-9325

• 

  XPO Logistics

  4400 Northlake Ct Charlotte, NC 28216-2384

• 

  XPO Logistics

  400 Southport Dr Morrisville, NC 27560-8675

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:07/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  XPO delivered a ******* Refrigerator to my 2 week old townhouse on March 17th, 2022. the installers were inexperienced and scraped my doorway, walls in the hallway and up the stairs. did not turn the water on to the ice/water dispenser, did not take the plastic off the handles and fridge.
  I have talked with XPO almost every week since with no resolution to the repairs.
  the repairs cost me $200 out of pocket and I asked to be reimbursed and the only response is "we are working on it".

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate the claim was paid on 9/27/22. 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:Billing Issues
  Status:

  AnsweredMore 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 are a company who uses XPO for shipping. On occasion they would bill incorrectly and and we would point this out to them and every time even when they agree with us they still do not make any corrections. Most of the time when we call the local depots they say we have to have our account executive take care of it. We have sent the information to our account executive several times and are assured they would get on it. We are still waiting for this to happen. You can't get in touch with anyone at corporate to point us in the right direction. The number they give you for billing they do not answer. We would like to get the unpaid portions of these invoices paid but without any way to get these corrected I'm afraid they will just sit here. Every time they re-bill them they add $5 to each. So all I have been trying to do is pay the money I owe. How many times have people said that.

  Business Response

  Date: 12/19/2022

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

  We deeply apologize for the inconvenience. We have reported this to the LTL division so they can address this with the billing department. Again, we apologize for the disruption.

   

  Kim M******
  
  

• Initial Complaint

  Date:07/19/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 product to be delivered by ****. I received several text messages from XPO Logistics letting me know that delivery would take place July 18, 2022 between 10am-2pm EST. I called XPO at 2pm and was told I was #10 of 10 stops and my time was delayed to 2:48pm. I called at 2:48pm and was told that I was #5 of 5 stops, apparently 5 stops disappeared. I was told at 3pm the truck was on ******** ***** (my street), which it was not, I was then disconnected. I called back and was told my time was pushed back again to 6pm. I am shocked based on the reviews of this company that they are still in business and companies such as ****, ******* ***** even use them. I took off work for this delivery and want XPO to pay for my delivery charge of 130.00 that I paid to **** for their NON-DELIVERY. I want XPO to be held accountable for non-delivery and for the stress provided to me because of the run-around the whole afternoon. This company is the worst and I would recommend all consumers think twice before using a company who uses XPO as their delivery service.

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/18/22 and the consumer was made aware of the unavoidable delays to the route. We are sending you a **** gift card in the amount of $25.00. 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:

  AnsweredMore 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 had a delivery by xpo logistics on 4/22/22. The delivery company scratched my floor. It has been 3 months and no acceptable resolution. I have an estimate to repair my floor and they refuse to pay for it.

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate we have been in contact with the customer, informed him the claim has been approved for payment on 12/12/22.  Again, we apologize for the disruption.

   

  Kim M******
  
  

• Initial Complaint

  Date:07/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  7/16/22 XPO dropped off a pallet that was not mine. I have tried calling and emailing to get resolution. I have not gotten any. I spent almost 1000.00 on a patio set that I never got. XPO says to return it, I can’t return it cuz it’s not mine.
  I need XPO to come pick up the wrong order and deliver mine.
  Thank tou

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/16/22. We are sending you a **** gift card in the amount of $25.00. Again, we apologize for the disruption.

   

  Kim M******
  
  

• Initial Complaint

  Date:07/18/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  XPO continues to schedule deliveries they never stick to. We ordered from ******* ** and spent $4k on a new fridge. It's been sitting in the XPO warehouse and today we were told they need to reschedule delivery for Wednesday. At what point does this become a theft claim on their part?

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/20/22. We are sending you a **** gift card in the amount of $25.00. Again, we apologize for the disruption.

   

  Kim M******
  
  

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Ordered a new washer/dryer set from *******, delivery was contracted to XPO. Order was placed 6/27 with delivery/installation scheduled for 6/30. The machines were delivered, but the dryer was not installed because they "didn't have all the parts" according to the driver. He indicated he put in a service ticket for completion the following day, 7/1. The day came and went, no one contacted me or made any attempt to complete the installation. Tried calling XPO, but no work order was filed. After filing a complaint with *******, they refunded my installation payment and I bought what I needed to finish it myself. In the meantime, I was unable to use my washer or dryer, they took my old machines so had to spend an additional $80 to do laundry for 6 people at the laundromat and could not get anyone to help until after the 4th of July holiday. No one ever called, despite being told the issue was escalated. Called ******* back, scheduled a repair tech to assist, he came out on 7/12. Was told the dryer was damaged by the installers, the frame is bent and unrepairable. The tech showed where there was damage to the front of the dryer from the delivery person's knees, the machines were not attached to the pedestals which could have caused injury to my family. I told ******* to pick the machines up and give me a refund, they contracted the pickup again with XPO for July 14 between 1pm and 3pm. Got a call at 10:40am that he was in my area at that time but I was scheduled as his last stop for the day and wanted to come while he was close but I had a meeting scheduled at work at 11am and couldn't be home until noon. Called him back at 11:10 to tell him the meeting was postponed so we could be home before noon. He indicated he was in Keller and had 2 additional deliveries to make and would call in an hour. Never showed, not answering. I called XPO customer service and was told there wasn't anything I could do until someone called me back.

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate the pick up was completed on 7/26/22. We are sending you a **** gift card in the amount of $50.00. Again, we apologize for the disruption.

   

  Kim M******

• Initial Complaint

  Date:07/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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 have selected the corporate location because ********** ** was not an option and I have escalated this matter multiple times without success. On 6/16/2022, I ordered a refrigerator with custom color panels from *******. Expected delivery was 6/23/2022. It arrived at the XPO ********* Hub on 6/22/2022. After taking off work for a delivery on 6/23, no one ever showed. I called XPO and was told not all items had been received. After a week of ******* telling me all items shipped together, XPO continued to refuse delivery of my items until "all items" were received. After speaking to numerous people and finally escalating the matter to a supervisor, I was told the panels were likely lost at the XPO hub in *********. After threatening to file a complaint, they miraculously "found" them on 7/1/2022 and setup a delivery for 7/11/2022. Both my husband and I took off work yet again, only for no one to show up during the delivery time frame. When I checked tracking online, it said the delivery did not occur because it had been rescheduled in route. it then showed that the delivery truck arrived at my house around 4-5pm that afternoon but found that an item was damaged so they returned it to the XPO hub without ever notifying me. I have since cancelled my order with ******* because I do not want any deliveries being handled through XPO. However, I will not receive my refund until XPO ships back the damaged refrigerator to *******. Each time I call XPO, no one understand what I am trying to relay to them and refuses to allow me to speak to a supervisor. The reps keep saying "we will contact *******". I have already done that. XPO needs to return my refrigerator back to ******* so I can receive my full refund. I have never experienced such incompetence and unprofessionalism from a company before.

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate the return to the retailer and your refund was processed. Again, we apologize for the disruption.

   

  Kim M******
  
  

• Initial Complaint

  Date:07/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 April 1, 2022, ******* *********** hired XPO Logistics, Inc. to deliver my washer and dryer, purchased January 18, 2022. The washer was delivered in good condition, but one delivery driver noticed a dent on the dryer. One of the XPO delivery personnel stated they received a directive from ******* to return the dryer to the warehouse. Not only did they take the new dryer, they also removed my old washer and dryer, refusing to leave my old dryer. On April 15th, XPO arrived at my home, not with a new dryer, but a new washer.
  At that point all that was delivered was a washing machine. Now that I have given more information on June 14, 2022 to prove their negligence and extortion, I have received no fewer than 20 texts and emails, and continue to receive these daily. I can provide absolute proof of this harassment. If they had delivered a dryer on April 15th as they said they would, none of this is would be necessary. XPO has informed to ******* that I have a dryer in my possession; they should come clean and admit that they did NOT delivery a dryer. This is emotionally draining but I am not willing to pay ******* over $2,200 for something they didn't deliver. I am a busy business owner and, after being without a dryer for a period of time, I was forced to purchase a new dryer from the local Best Buy who delivered it to my home within three (3) days, not three (3) months. XPO should be ready to provide a serial number for the dryer they allegedly left at my home and compare it with the dryer in my possession. Maybe someone at XPO Logistics is enjoying a new, slightly dented dryer at my expense? XPO Logistics should do a thorough investigation into this matter.

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate you canceled the sale, as you state in your complaint. We are sorry the errors we made caused you this disruption. The retailer has provided a full refund.

   

  Kim M******
  Senior Manager, Customer Accounts, Last Mile

  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:07/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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 placed an order with ******* on a new refrigerator sometime in April. My first delivery from xpo last mile was scheduled on 4/30. Since then, they not only missed that delivery, but they've also missed deliveries on 5/3, 5/16, 6/6, 6/20, 7/11 and again on 7/13. Only once within these seven deliveries have they ever called to let me know the item was not showing up. I've wasted countless hours waiting only to be disappointed. They give me no resolution other than to reschedule the delivery. How many missed deliveries should be allowed before they need to take some responsibility on their part to get me the item or at least come up with a different solution. I've asked to come pick it up and they do not allow that. I've called ******* several times and their solution is just to call xpo and schedule another delivery. I have been without a refrigerator now for three months.

  Business Response

  Date: 12/19/2022

   

  We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 9/26/22. We are sending you a **** gift card in the amount of $50.00. Again, we apologize for the disruption.

   

  Kim M******