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

  610 Chelsea Rd Aberdeen, MD 21001-4308

• 

  XPO Logistics

  8390 Hall St Saint Louis, MO 63147-2316

• 

  XPO Logistics, Inc.

  404 Front St Central City, KY 42330-1456

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:01/26/2023

  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’m noticing a common theme with XPO Logistics and they subcontractor RXO. They have proven unreliable and lack any morsel of customer service and have lied about “attempted delivery”. We ordered a ******* and scheduled delivery through XPO/RXO for Wednesday 25 January and I took off work to be able to be here for their outrageous delivery window (0700-2000). No courtesy call, no attempted delivery. Their website tracking stated that delivery was attempted but has to be rescheduled. When I contacted RXO via phone, they informed me that the notes say the same thing; delivery attempted, must be rescheduled. Now I am forced into taking another day off work to be present for their delivery. As someone who actively works in the logistics world, I am embarrassed for them. Very disappointed and there was no attempt from the company to remedy this issue (which I am noticing a lot of folks are having).

  Business Response

  Date: 01/26/2023

  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 rescheduled for 1/30/23.  We are partnering with local operations to ensure that your order is delivered. 

• Initial Complaint

  Date:01/25/2023

  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 freight that was due to delivered Friday, 20, 2023. I saw there was a weather delay by 3 days listed on the deliver updates. I waited until Monday to get a new delivery day, I need to have people available when it gets here. After 6 calls to them, I received 6 different answers. I emailed their senior manager Monday evening. He assured me he would get a time for delivery, and would address my complaints regarding the rudeness of the employees. He emailed me again asking where I had seen some poor reviews, I answered him and asked for an update. I have emailed him twice more. I have received no response. I just want to have the freight delivered undamaged, or let us know where it is and we will go pick it up. I have been patient and understanding, however, the lack of response is extremely concerning and I would like some kind of help finding a resolution.

  Business Response

  Date: 01/26/2023

  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:01/25/2023

  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.

  Product was loaded on an XPO Logistics truck strapped to a pallet. Somewhere during the multiple stops along the route XPO removed the two boxes form the pallet and caused damage to the boxes and product inside. The boxes were delivered on two different days. The product is unusable and cost $1100.00.
  This is unacceptable…..
  XPO Logistics needs to be held accountable….
  They need to replace my product I ordered and have another company deliver it so that I get it in usable condition.
  The first picture is how it was loaded onto the truck from manufacturer
  The others are how it was delivered to me.

  Business Response

  Date: 01/26/2023

  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: 01/27/2023

  
  
  ********** ********
  
  
  
  I am rejecting this response because:This is the standard message that they have written to every complaint. It’s unacceptable just like the way they do business and treat the customers. It confirms that they don’t care.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/08/2023

  We apologize for the delay, these orders are handled by XPO LTL not RXO Logistics.  We will continue to push for an update.

  Customer Answer

  Date: 02/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: XPO needs to be accountable for their actions. They give the trucking industry which myself and my husband are a part of and have been for over 30 years a bad name.

  I have contacted the distributor where my parts came from and showed them the damage… I have received new parts using a different trucking company.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/20/2023

  We are reaching out to our LTL Department regarding an update on this complaint.

• Initial Complaint

  Date:01/24/2023

  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.

  Store opening ******* freight shipment via XPO to ********* **, the skid was damaged and lightbox was destroyed by XPO beyond repair in Sep 2022. Replacement shipment of lightbox via XPO later in Sep 2022 was also damaged beyond repair (this time just after it left origin, well before it was transported to intended destination across the country).
  
  We ship many store opening ******* shipments every year without issue. To have 2 shipments in a row damaged to this degree is unheard of. We had someone else ship 3rd time, which arrived LATE for store opening. XPO is refusing to be accountable for either shipments' failure, and expecting us to pay for their failed services, too!
  
  XPO is asking us to pay for freight bills in full on both shipments, 2nd of which did not reach its destination so why would we pay for services not rendered? It is one thing to say you have a claim process then deny a claim; it is quite another to charge for services not successful, or not rendered. This is unethical.
  
  Multiple team members have followed up with XPO. Followed instructions to file and re-file claims. Claims denied and rebuttals also denied. Reasons given are either incorrect, nonexistent, or nonsensical bureaucracy. They are not responding. So we have put their account on hold, are not using or paying them anything.
  
  XPO admitted they did not tell end recipient to hold damaged goods #1 (at all, much less 'forever'), so when they showed up to inspect (much, much later) they denied claim, in spite of having many photos including XPO's own camera images of item(s) on truck, and more. Further, we DID hold damaged goods #2 onsite, yet awaiting inspection. Another example, XPO alleged we claimed entire shipment #1, which is untrue.
  
  1. ******** to ********* ** 9/13/22 pickup date
  XPO Pro Number **********
  
  2. ******** to ********* ** 9/21/22 pickup date
  XPO Pro Number **********
  
  What else would be helpful info?

  Business Response

  Date: 01/26/2023

  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:01/23/2023

  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.

  Flat out fraudulent company. Customer service is non existent, two separate orders have yet to be delivered and no one can tell me anything other than it’s on the truck and will be delivered. This has been going on for days. Will never do business with any company that uses RXO for so called “logistics”. Anyone who invests money with this company is a fool.

  Business Response

  Date: 01/26/2023

  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 not able to locate your order using any of the
  information from your complaint. Would you by chance have a RXO tracking number
  or retailer reference number that we can use to locate your order.  Or perhaps the order is under a different
  name and phone number? 

• Initial Complaint

  Date:01/23/2023

  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 ordered an item off ****** (a slide for my kids for Christmas) that was scheduled for delivery on December 23rd. The delivery never arrived and I was sent a text message the order was rescheduled for December 29th. On December 28th I received an email that the order was delayed again and rescheduled for January 12th. On the evening of the 12th, I called the help hotline and they said the truck had broken down and they needed to reschedule the delivery. The earliest they could reschedule was January 20th. By this time I had talked to a couple people on the phone and another couple people via email concerning the multiple delays. I had been assured that this time the delivery would happen. However, I never received the delivery and never heard anything from them. I did live chat with a rep on the evening of the 20th and he said he was checking on it and someone would be calling me to let me know what's going on. I said call me today, and he said they would. However, no one ever called me and here I am a month later still with no slide for my kids and no sign of ever receiving it.

  Business Response

  Date: 01/26/2023

  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 is currently scheduled for delivery on 1/27/23.  We are partnering with our local operations team to ensure your order is delivered.

• Initial Complaint

  Date:01/20/2023

  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.

  On January , 2023 I ordered a refrigerator from ****. They contract out delivery to XPO Logistics (last mile). I have set up three different times for delivery due to them cancelling with no reason explained. i called the delivery company they say call ****. I call **** they say call the delivery company. I asked Lastmile (XPO) for a corporate number and they refused to provide me any information. I can't get any resolution to get my order. The order number is *********. I paid $1482.94 for this order and I want my merchandise. I have included a copy of the last delivery notice they email they sent my mother.

  Business Response

  Date: 01/26/2023

  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 is currently scheduled for 1/27/23.  We are partnering with local operations to ensure your delivery is completed.

• Initial Complaint

  Date:01/20/2023

  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.

  We ordered a washer/dryer from **, and as part of the order process, we had the option to purchase delivery/installation and haul-away service, which we did. After the order, we scheduled the delivery day.
  Upon delivery day, the drivers went to the wrong building and then only grudgingly moved their truck to the proper address. They then attempted to park in a way that blocked 3 cars rather than park in the loading zone. They were unmasked, the entire time, in violation of their company standards. They refused to bring any protective materials, like moving blankets, even when asked 3 times.
  
  In the unit, they struggled to remove the existing machines, scratched our new hardwood floors numerous times, still refused to get their blankets, refused our moving blankets, cut off the side of the box the new machine was in to "protect" the floors after they had already scratched them. Then they gave up and said they could not manage to move out the old machines and needed more people and would have to reschedule. They were surly, rude, and unprofessional the whole time. They then shoved the old machines back in the closet, scratching the floors again, and took the new machines, in the cut open box, back to their truck and left.
  
  I have called customer service numerous times to get help, and no supervisor will return my call. I spoke to an agent this morning who helped me reschedule the delivery to tomorrow. But then I was called a few hours later and told tomorrow isn't available.
  
  I called ** for help, since that is whom we ordered through. They called RXO Last Mile and were able to schedule the delivery to next Tuesday. RXO called 30 minutes later and canceled the delivery saying they weren't available.
  
  I got a call from some woman from Last Mile asking me to call her back, but I called back, and people didn't know whom I spoke to, so I hung up.
  
  I'm so tired of this terrible customer service. It is called "white glove," but our local garbage men provide better service.

  Business Response

  Date: 01/26/2023

  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: 01/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Was this the call at 7:15 am by that apathetic woman?

  I’m not sure why behaving professionally is so difficult for RXO employees, including conducting business during standard business hours. 
  

  The issue is still unresolved. Our brand new floors are still damaged and we have still not received any communication from your claims department.

  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 01/27/2023

  A claim has already been opened, claim #******, and as you mentioned you were contacted by someone from the local hub. The local hub will handle the work on the claim, please return their phone call so that this can be resolved.

  Customer Answer

  Date: 01/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  This is the first time I have received the claim number. I was called at 7:15 am by someone who failed to fully identified themselves. I did not collect a name or number. I asked them to call me back during business hours, which they have refused to do. Please have someone call to address this DURING BUSINESS HOURS.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/19/2023

  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.

  ******* is using RXO / XPO to deliver our new refrigerator. ******* promised delivery of January 5 to our home. It is now 14 days later and we do not have the refrigerator. When we talked to *******, they are telling us that the Refridgerator and glass front panels were delivered to the **** ****** ** Facility. We last Wednesday, January 11th that RXO knows where the glass panels are for the fridge, but had opened a ticket to do a 'dock search' to locate the refrigerator which they have apparently misplaced in their warehouse. The representative told me they would call me back on Friday, January 13 with an update on what is going on regardless of if they found it. I did not receive a call, so I called back today to get an update. The representative told me there has been no status update made to the dock search ticket (#*******). I asked to speak with a supervisor or someone that is physically located at the facility so that I can learn more from the people actually doing the dock search. I was told a supervisor would need to call me back, and that I can't talk to anyone at the facility. I'm going to show up at the facility tomorrow in person to find someone that can tell me what is going on if I don't get very good information about what is going on, with a steady stream of proactive daily updates to my email so I can know that this is being taken care of seriously versus being forgotten about. My fridge is broken, and I needed this new one on January 3.

  Business Response

  Date: 01/23/2023

  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; please expect direct contact from RXO to work towards a
  resolution.

• Initial Complaint

  Date:01/19/2023

  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.

  On January 7th I placed a return request with **** for a piece of furniture that was unfortunately defective. At that time **** processed my information and 49 fee for the return and sent a request to RXO to schedule the pickup.
  
  That same day Jan 7, I received a text from RXO saying my pick up was scheduled for Sunday Jan 15th 9a to 9p, inconvenience but fine l, I'll make myself available.
  
  On Saturday Jan 14th, the day before, I get another text from RXO saying my scheduled pick up is Monday Jan 16th with no window. Unfortunately I was working Monday and my gut told me not to take time out to wait. So I called on Sunday Jan 15th to reschedule the pick up as this wasn't convenient for me. The customer service rep told me several times I would have to call **** to reschedule. I tried to explain that it was RXO that changed the date not **** and calling **** would be a waste of time. He didn't quite get it so I asked for a supervisor. That person understood what I was saying and reached out to the warehouse to schedule at a more convenient date for me. We agreed upon today, Wed Jan 18th, 2-6pm, which was open for both of us.
  
  I have now been sitting here for 5 hours waiting. No phone calls have come from any delivery member (unless they are referring to the one call that rang once and hung up and didn't answer when I returned the call immediately AND left a voice mail letting this mystery person know they could call me back-which they did not). I, again, called the company at 620pm to inquire on the status of my pick up and was told 'the customer requested to reschedule' which is a BOLD FACED LIE and a terrible business practice. I was then told, again, I would have to call **** to reschedule-nope.... Nope... Nope... Nope. I was transferred to a 'supervisor' who attempted to contact the warehouse to 'send the truck out tonight to pick up my item but he couldn't reach them. I am currently waiting for a return call/email to figure out what the plan is.

  Business Response

  Date: 01/23/2023

  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 return is currently scheduled for 1/24/23.  We are forwarding this to the Senior Manager in the area to ensure this is completed then.