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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:03/08/2023

      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 Dryer from ******* and it was originally going to arrive 3MAR23.
      I was contacted at end of day on 2MAR23 to inform me that they would not be able to deliver on that day due to not having drivers.
      They rescheduled the delivery for 7MAR between 1400-1800.
      At 2100 I was contacted by a delivery driver who informed me they were running late and had 3 more stops before mine. I assured them I would still be available for delivery.
      I never received the dryer. I am now being told that the dryer is no longer at the HUB and nothing can be done to tell me when the dryer will be here because it will be rescheduled after it arrives back at the hub which it already left for delivery.
      RXO Tracking number is ****************** The retailer tracking# is **********

      Business Response

      Date: 03/08/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.

      Per the local hub, they have rescheduled you for 3/13/23.  We will be monitoring your order closely to ensure it's delivered.

    • Initial Complaint

      Date:03/06/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      During a ******* washer and dryer delivery, the dryer unit was being lifted onto the washer unit and the delivery crew lost control of the dryer, allowing it to fall back and strike our laundry room cabinets. The impact and fall created a long deep scar (see Cabinet Damage.jpg) in the cabinet. I opened a claim with the shipping company, and they continue to delay and wait on the delivery team to decide how to handle the resolution rather than correcting the damage for me and waiting on the delivery team internally. I call every few weeks and am many times disconnected, or directed to other departments. I have spent an inordinate amount of time resolving a $108 claim, and it appears I am trapped in the bureaucracy of a global shipping company.
      *** logistics is the delivery company, and they appear to work with XPO logistics. Please find the supporting documentation attached.
      Thank you
      ***** ******* *** ********** *** ********* *** *****

      Business Response

      Date: 03/08/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

      Customer Answer

      Date: 03/09/2023



      Complaint: ********



      I am rejecting this response because:

      The company has repeatedly followed this line of communication and this issue has been escalated several times already. They have not once responded to me with an update. I have to reach out to them every few weeks and it appears the process starts anew when I call for an update. All they ever do is send an email to the hub manager for a response, and the hub manager dutifully ignores them. The company refuses to take any responsibility and expects the local hub to take responsibility and deal with it rather than the corporate office. I am asking the corporate office to take responsibility, make restitution to me, and stop placing me in the middle of their broken processes. This is a $108 issue.



      Sincerely,



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

    • Initial Complaint

      Date:03/03/2023

      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 kitchen appliances (frig, range, microwave, and dishwasher) from a company which contracts delivery and installation with RXO. They cut my countertop to install the range. The first cut they did look like they knew what they were doing but they kept hacking away at it and it is at least a half inch from the edge of the range and looks completely butchered. The microwave is uneven and tilts out about a half inch and the dishwasher is so uneven that the rack for glasses keeps rolling back into the machine. The next day, I had a gas leak from the range and my building had to be evacuated and the gas company came out. The installers didn't use pipe dope or tape to seal any of the connectors. Two weeks later, my dishwasher flooded my kitchen because they clamped down the water connection so tightly that it was cracked and eventually slid off. My newly refinished wood floor is warped from water damage. I had to pay a handyman to come and reinstall everything properly. I filed a claim and was given an email of a contact with Last Mile but the email was incorrect and kept coming back undeliverable. I finally got a correct email and have heard nothing. My countertop and floor are ruined. This company has completely sucked the joy out of getting new appliances.

      Business Response

      Date: 03/03/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:03/02/2023

      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.
      Bought something that cost around $600, and they have cancelled 3 times. I scheduled off each time and wasted my time. Scam company.

      Business Response

      Date: 03/03/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:03/01/2023

      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.
      Ordered multiple items from **** on February 10th. Order ********* The shipment was supposed to be delivered on February 21st. They required me to be home and available for a 4 hour window to receive the shipment which was not a problem. During the final minutes of the shipping window, they canceled delivery stating they had a truck issue. Even though their warehouse is within about 30-40 miles from my house, they didn't reschedule delivery for 7 days. They were supposed to deliver February 28th and once again wanted a 4 hour window. At the end of the window they canceled delivery again stating "bad address".

      When I contacted them about it they said they could not see any details on why it was a bad address and for me to contact **** directly. I'm not sure how the order could be loaded on the truck twice without a good address, so I'm not buying the excuse.

      At the time of this complaint, it's only been 2 hours since their delivery window passed, but they have not rescheduled and I expect them to tell me it will be another 7 days. Just poor service all around and after reading other complaints here, it seems that it's systemic.

      Business Response

      Date: 03/07/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better
      Business Bureau; and have every desire to address your needs and provide the
      best solution available.
      Our records indicate that your order has been cancelled. Please advise if you still require our assistance with this
      matter.

      Customer Answer

      Date: 03/07/2023



      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:02/15/2023

      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.
      On or about February 9, 2023, XPO Logistic attempted an earlier delivery from an overseas shipment which was requested. For delivery on February 15, 2023, to ** **** ******* ********** ** *****. to **** ***** *********,
      As the delivery driver arrived on February 9, 2023, *** ********* mentioned that he is wheelchair bound and does not have any help for this day, he is going to have two people helping for February 15, 2023, to *** *********'s perplexity truck driver ignored his request and used *** *********'s forklift to download and deliver two large palliates from his delivery truck. While taking the very first palate inside the office it tipped over at the entrance of the office and the truck driver brough the second palate and left it outside the office and left abrubtly without any further action to help.

      Business Response

      Date: 02/20/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:02/08/2023

      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 shipped an item from ******* to **** ********, under PRO#*********,(a large wooden crate with an automotive performance kit inside)on 9/21/2022.The crate was marked as "Fragile Contents-Do NOT STACK" on all sides of the wooden crate.This item was dropped off and photographed as in perfect condition. When the crate arrived at the delivery location only ONE SIDE of the crate remained and the contents of the crate were smashed and damaged. It was QUITE obvious that another piece of freight had been set on top of the crate and smashed it causing almost $2000 in damage to the product. The recipient called me right away and as instructed by the freight company refused shipment of the damaged freight. They were instructed to send it back to me for repair.
      I then waited a few days and kept looking at the tracking number. It never moved from the **** ******** freight dock. I called and was told they were holding it until instructed to return it. I then drove to the local terminal to ask why it was still being held and they called the **** ******** location and had them send it back. When it finally arrived back to me (more than 2 weeks after I shipped it) I picked up the freight and was instructed to file a claim using the website forms from XPO Logistics. This claim form requires you to have photo documentation, as well as an estimate for repair. Getting this estimate understandably took me two more days to get as parts had to be ordered and the kit had to be torn apart to be repaired. Once done I filed the claim. This happened 18 days after the damage, due to the time they took to return my freight as well as prepare the estimate. I heard NOTHING from XPO for the last 3 months on this claim. After repeated phone calls still nothing. After calling the broker used I am told XPO denied my claim because I took longer than 10 days to file it. They didn't even have it BACK TO ME within 10 days. Total SCAM by XPO to hold shipment then deny claim due to time used to file claim.

      Business Response

      Date: 02/08/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:02/07/2023

      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.
      This company is impossible to communicate with. They have repeatedly rescheduled the install of my refrigerator. Every time I schedule they confirm, I take time off work for the delivery, I empty my current fridge and freezer, then they cancel. They have no one in the *** you can speak to, just a call center in India and they don't know anything. They said this most recent cancelation today (the 3rd one) was due to the refrigerator not being available, .but that's a lie because the refrigerator is in my garage, they delivered it two weeks ago but couldn't get thru the door. I had my handyman come out for the install so he could remove my sliding glass door so they could bring it in. I've had him come every time they schedule, taken off work every time, emptied everything every time, and every time they cancel. Last Thursday they said they called to come out and I told them the service was no longer needed which is why they canceled, but no one called me and I would have never said that. When I e-mail them, they don't reply. I'm about to pull my hair out.

      Business Response

      Date: 02/09/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.

       

      Our records indicate that your installation was completed on 2/8/23.

      Customer Answer

      Date: 02/10/2023



      Better Business Bureau:


      They did install the refrigerator, it still doesn't fix the fact they left me hanging canceling appointments, having no customer service in the USA, etc. 



      Sincerely,



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

    • Initial Complaint

      Date:02/07/2023

      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 was supposed to get my 3 pallets shipment on 2/1/2023 but they delayed to next day, when we called the next day they told us our pallets was in other State. As today 2/5/2023, XPO only delivered one pallets and told me they don’t know where are the other two. We called XPO customer services asked them where are our other two pallets shipments. The guy who answered the phone mentioned they don’t know. How do they don’t know where is my pallets. I asked him about where can I file a claim, he told me they don’t have claim department and later say we do have claim department. “TERRIBLE” service, I just wanted to receive my Shipment.

      Business Response

      Date: 02/08/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

    • Initial Complaint

      Date:02/07/2023

      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.
      Complaint against: XPO Logistics in ****** **. I have been waiting for the $8,000 appliance delivery that they have held in their warehouse for over 3 months. We ordered 6 appliances with ******* in November 2022. ******* sent out our microwave, which XPO received on November 17, 2022, and the remaining 5 appliances, which XPO received on December 14, 2022. ******* policy states, XPO is supposed to schedule the delivery with us within 7 days of receiving our appliances. We never received a phone call to schedule our delivery, so we called XPO to see what was going on. Allegedly they had lost the microwave and could not deliver the rest of our appliances because it was an "incomplete" order. They then launched an "investigation" to find the microwave they had lost. We waited 5 days and didn't hear from them so we decided to call them back and they informed us that not only was the microwave lost now the dishwasher has been misplaced as well. We then contacted ******* who agreed to send a new dishwasher overnight while XPO was still searching for the microwave. The dishwasher was received by XPO, they then attempted to deliver the dishwasher, however, we refused delivery of the dishwasher without all the other appliances. We finally reached a manager, Abigail, on 1/26/2023 at the ****** ** office who ASSURED us that the microwave was found. She then scheduled the delivery for all 6 appliances to be delivered today 2/3/2023 only for XPO to CANCEL our delivery with no explanation or notifications. We have been calling XPO every week for the past 2 months, giving them AMPLE time to mitigate their continuous breach of contract. We decided to cancel our order today and get a refund from Samsung, however, we want to get damages from XPO for the emotional damage we suffered, keeping our contractor on payroll (because he's been waiting for the appliances to be delivered to finish work), and difference in price to get these appliances from a different seller.

      Business Response

      Date: 02/09/2023

      Thank you for taking the time to communicate to us why our
      recent delivery/installation of your purchased goods did not meet your
      expectations.  We take this opportunity
      to acknowledge the complaint lodged against our company through the Better Business
      Bureau; and have every desire to address your needs and provide the best
      solution available.
      We are escalating this complaint to the Senior Manager at
      the hub to address; we will work towards a resolution. 

      Customer Answer

      Date: 02/15/2023



      Better Business Bureau:



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

      While I accept this message in part, I also reject it in part because this issue should've been escalated to upper management already seeing as that's what we were told for 4 weeks leading up to this complaint. I want to reiterate that we would like compensation for our inconvenience due to XPO's negligence. I should also note that the order was under the name, ******* ******, who is my husband. When should I expect a phone call or further communication from the manager at XPO?



      Sincerely,



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

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

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