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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:07/13/2022

      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 this refrigerator from ***** ****, and XPO logistics is supposed to be the deliverer and installer. After they delivered the fridge, they didn't have the tool to install the refrigerator into the kitchen, so the fridge end up in our living room and sitting there. We made second appointment with them for them to bring the right tool the next time to install the refrigerator, they ended up reschedule the appointment couple days before. We then made third appointment for them to come, they cancelled it on that same day and rescheduled the appointment again. Then on the fourth appointment, they didn't even show up, only after we called them did we find out they couldn't come and need to reschedule. The refrigerator has been sitting in the living room for almost a month now without XPO installing it. The customer experience is extremely bad and frustrating.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the order was canceled before we could deliver.  Again, we apologize for the disruption.

       

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

    • Initial Complaint

      Date:07/12/2022

      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.
      They were scheduled to deliver, never made any contact and when the end of my window arrived I called them to find out I was 15 minutes out of their way so they rescheduled me without telling me. The lady basically said it wasn’t her problem when I called and that it would be a week or tw.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the delivery was completed on 7/18/22. We are sending you a **** gift card in the amount of $25.00. Again, we apologize for the disruption.

       

      Kim M******

    • Initial Complaint

      Date:07/12/2022

      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 had an appliance delivery and installation (purchased through samsung.com - order number ***********) June 27, 2020. XPO was supposed to remove the old appliances and install the new ones. They attempted to install the over-the-range microwave, but stated it was defective (they damaged it, actually) and that they would order a new one, which would be here in less than two weeks. I never received any information around this and it's been two weeks. I contacted Samsung today and they stated they have no requests open around the microwave. They didn't even try to install the fridge or the microwave, even though I paid them for it, because they "didn't have the parts for it".
      Not only did they not complete the job or follow through, they heavily scratched my home's wood flooring and damaged door frames. This entire process has been an absolute nightmare. The local XPO hub cannot be contacted directly, because nobody will give me their contact information.

      Business Response

      Date: 12/19/2022

       

      We deeply apologize for the inconvenience. Our records indicate the order was refused and order canceled. Again, we apologize for the disruption.

       

      Kim M******

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

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