Complaints

This profile includes complaints for Hub Group, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hub Group, Inc

  2001 Hub Group Way Oak Brook, IL 60523

• 

  Hub Group, Inc

  PO Box 7047 Downers Grove, IL 60515-7093

• 

  Hub Group, Inc

  2000 Clearwater Drive Oak Brook, IL 60523-8809

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:07/10/2025

  Type:Product 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.

  ********** return was scheduled to be picked up by Hub Group. On the day the return was scheduled to be picked up I received a text message from Hub Group that their truck broke down and they needed to reschedule. After multiple calls to both Hub Group and ********** 3 weeks have passed and we still do not have our return picked up or scheduled to be picked up. The package was damaged when we received it (not sure if Hub Group delivered it as well) but we are unable to get a refund until the return is processed.

  Business Response

  Date: 07/11/2025

  We apologize for the delay with your return order being rescheduled.  Unfortunately, we were not able to speak to the local terminal scheduler today when we called.  However, we have sent a priority request to the local terminal for further assistance with having the pickup  rescheduled. 

• Initial Complaint

  Date:07/09/2025

  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 bought a pool through a third party seller (Spreetail) on 6/14/25. Spreetail used HUB shipping to ship said item. Original delivery was supposed to be June 23rd Delivery never happened. Called spreetail, they reshipped with tracking number this time. No delivery as of yet and it says it is a hour away for the last 5 days. I cant get through on the phone. Online chat says it cant find my tracking info to me. I just want my pool.

  Business Response

  Date: 07/10/2025

  We apologize for the delay with the order being updated and delivered.  Our records reflect the local terminal confirmed the order is at their location today, July 10th and we are working with that location for a date the order will be delivered to your location.  We will advise once we do have the confirmed delivery date from the local terminal.

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23575423
  
  I am rejecting this response because:
  It has been at your Flint terminal since the 3rd and I still only have an estimated date between the 14th -16th.  Spreetail has also communicated with you and it has not yet been delivered. Again this is the second order of a pool where the 1st apparently was completely lost by this transportation co.  So I would love for my second one to be delivered since it is only a half hour from my house. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/14/2025

  Our records indicate your order is out for delivery today, July 14th.  Please let us know if you do not receive the delivery today as scheduled

• Initial Complaint

  Date:07/08/2025

  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 issued a return with ********** on May 31st and was told that their contractor, Hub Group Final Mile would call me to schedule the pickup as I am unable to return the item myself. I never received a call, so I called multiple times over the next several weeks to try and get the pick-up scheduled. I was told various things on numerous occasions, including that they couldn't get a hold of the local dispatch site, and always that "a supervisor will call you back." Of course, I never received a call from a supervisor, and then they simply stopped picking up my calls. I have called over 10 times, waited for a collective hours on hold, and tried their live chat option. I finally reached out to **********, who recommended re-issuing the return. I did reissue the return, was told I would receive a call for the item to be picked up by Hub Group Final Mile. I never received a call, so called them with a new tracking number, finally got through, let the agent know I couldn't hear her well and then she hung up on me. I am unable to contact anybody in this company.

  Business Response

  Date: 07/09/2025

  Hello,

         We apologize for the delay with your pickup being completed and for the communication difficulties.  We have been made aware the local terminal is having significant delays and we are working to resolve those issues.  Unfortunately, we were not able to speak to the local terminal scheduler today when we called.  However, we have sent a priority follow up request to the local terminal for further assistance with having the pickup scheduled.  As soon as we have a response or any further update, we will be in contact again to advise.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23570423
  
  I am rejecting this response because:  I have been told this before when I have actually been able to connect with somebody on the phone (specifically, I have been told that they could not get a hold of the local center, but that they would call me back).  The first time I got that response was weeks ago.  I have never received a call back.  I expect some form of communication - I have never been contacted by Hub Group throughout this entire process, despite every "resolution" ending with "we will give you a call in 1-2 days."  
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 07/11/2025

  We are currently still working to have the return order scheduled with the local terminal.  We will provide a further update once we have more information we are able to provide,

• Initial Complaint

  Date:07/01/2025

  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.

  06/30/25 ********************** ever, if they can even call themselves that at this point. They gave my $1,000+ package to another houseA package that I needed to SIGN for. Somehow got the signature of a completely different person and gave them my stuff. I got it back with NO help from the company. Hope they go out of business soon.

  Business Response

  Date: 07/02/2025

  ******- Sorry about your delivery experience and any inconvenience we may have caused you. If you are still in need of assistance, please email us at **********************************************************. 

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service 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.

  ************* return was scheduled to be picked up on June 16, 2025 anytime from 1pm to 5pm. I confirmed this with customer service beforehand. Yet, ******************** wasted my time by not showing up at all and not having the decency to contact me. I reached out at 5:03 pm and was told that a note was sent to the team in order for me to receive a call with an ***. I called Hub Group again, at 7:06 pm, because no one had reached out with any ETA.

  Business Response

  Date: 06/18/2025

  Hello,

       We apologize that your pickup was not completed as scheduled.  Our local terminal indicated they spoke with you today and have rescheduled the order for pickup this Monday, June 23rd between 1-5pm.  If you do have any questions or need further assistance please email us at **********************************************************

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23477193
  
  I am rejecting this response because this is the second time that Hub Group wasted my time and didn't show up to pick up the package. It's bizarre since they responded to BBB by acknowledging the pick-up scheduled for today. I waited all afternoon and no driver showed up and Hub Group never contacted me. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/24/2025

  We apologize that the pickup was again not completed as scheduled.  Unfortunately, we received notice from ********** today to cancel the return order. If you still need the order picked up we would advise to contact ********** to have a new return order submitted. We do again apologize for any inconvenience this has caused.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23477193
  
  I am rejecting this response because Hub Group failed to pick up the package a second time, wasting even more of my time, and only sent the message after I emailed them again. The ********** associate canceled the pick-up order due to Hub Group's refusal to pick up the package (twice) and failure to contact me in a timely manner to indicate that they would once again not pick up the package. Saying "sorry for any inconvenience" is not an acceptable response. It's ridiculous to mention the idea of my arranging another pick-up time. I actually have work and other responsibilities to attend to instead of waiting around for Hub Group to not fulfill it's responsibilities yet again. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  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 ordered a mattress and box spring set from ******** and it was delivered by hub group on 5/21/25. I processed a return and by 5/30/2025 I received a message from hub group saying my return pick up was scheduled for 6/2/2025 between 11a-2p. I called Hub Groups customer service number and let them know I wouldnt be home that day to open the door for the delivery drivers and I was met with the worst attitude ever. The man on the phone instructed me to move a king sized mattress and two box springs by myself and leave it on the curb for them. I said I wouldnt do that and requested a new date. He claimed to put a note in to move the pick up date but they showed up on 6/2/2025 annyway and I wasnt available. As a result it was flagged as a missed pickup. Since then Ive called HubGroup and ******** NUMEROUS times trying to get a new date scheduled and have been unsuccessful. I wasnt able to get in contact with HubGroup and neither was ******** according to their customer service team for almost 2 weeks after 6/2/2025. I randomly got a text saying they would pick up the order 6/16/2025 between 12p-2p. They havent come to pick up the order and I cant get in contact with anyone at HubGroup. This is ridiculous and so unprofessional. I just want to return the order so I can get my money back and HubGroup is making that seemingly impossible.

  Business Response

  Date: 06/17/2025

  R9265371- ****** *******
  Sorry about your return pickup and any inconvenience we may have caused you. Currently your return pickup has been scheduled for 06/18/25 timeframe window is between 11am- 1pm if you have any questions, please contact us at ********************************** or call us at ************ **** ********, Location Manager Final Mile
  C: ************  

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising 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 bought a pool through a third party seller (Spreetail) on ******. Spreetail used HUB shipping to ship said item. Original delivery was supposed to be June 9. Delivery date got changed to June 12 between 10 am and 2 pm. It is now 5 pm and still no delivery. Called HUB and they said they had a bad phone number for me, which is why my delivery isn't taking place. The address they have is correct, however. The agent hung up on me before I was able to ask for a new delivery date. Contacted their customer service through online chat and was not given any further information. I just want my pool.

  Customer Answer

  Date: 06/16/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:06/12/2025

  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 purchased a refrigerator from ** appliances on May 23rd, 2025. The refrigerator was supposed to be delivered to me via HubGroup, a logistics and delivery service. They have repeatedly came up with numerous excuses as to why they cannot deliver the appliance. I have now been rescheduled 4 times over the course of 4 weeks. They are impossible to get ahold of, I have been hung up on 2 separate times now with no calls back. I have no confidence they will ever deliver this appliance. I have to believe at this time they have stolen the appliance since they continue to fail to deliver. They have also stolen my time on each of these occasions by not delivering on their promised dates.

  Business Response

  Date: 06/13/2025

  ****** ******- sorry about the delay of your delivery and any inconvenience we may have caused you. Please provide us with your Hubgroup tracking number at ********************************** to better assist you. thank you. 

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 washing machine on 5/19 - to which the company unfortunately utilized Hub group to do the freight delivery. Has been at the terminal in ********, ** since 5/21. Only option for delivery was 5/30. Called customer service to request earlier delivery as being without our washing machine is stressful enough without waiting another 9 days. Was told they would expedite and give me a call with my delivery date. No call ever came. 5/30 date was automatically scheduled for delivery. Was told would get a CALL the day before indicating time. No call received. Tracking system showed delivery between 8am-8pm. Day of (today) checked and delivery updated to 3pm-7pm with call 30 minutes before arrival. No call, shocker.. at 5:45, tried to call customer service line for an update (based on ALL of these reviews/cases) - was on hold 20 minutes when ******* answered asking how can he help? I let him know I had a delivery scheduled and wanted to check on it. He groaned loudly and then I heard the hold queue music again MID SENTENCE. WAITED ten more minutes and the call was mysteriously disconnected. Magically the tracking system updated saying delivery between 9pm-11pm. Who in their right mind is expecting a delivery that late?!? Tried to call back at what was now 7:03pm. Automated system rerouted to queue which said we are now closed. Hours state open until 9:30pm ET. 7:03 is BEFORE 9:***** all time zones. Here it is 10:34pm and shocker, NO DELIVERY! I am tired of being jerked around for a washing machine. Reading all of these submissions I am fearful I will NEVER get my merchandise.

• Initial Complaint

  Date:05/04/2025

  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.

  Purchased a mini fridge from **********. When we received it did not run. Called ********** to come and pick it up which then they gave me the information on setting up the return pickup of the fridge. Scheduled pickup up with Hub Group for April 28, 2025 between 9:00 AM and 7:00 PM. They never showed up. Called Hub Group April 29, 2025 they said they missed the pickup and it was rescheduled on the 29th for pickup...Never showed. Called April 30 and they said would pick up Saturday May 10th 2025 between 3:00PM and 7:00PM Again never showed up. Going to contact ********** direct or potentially sue Hub Group as well.

  Business Response

  Date: 05/05/2025

  Hello,

        We apologize if you were advised the order was scheduled for the 28th or 29th.  Our records do not indicate the local terminal has reached out to schedule a pickup appointment as of yet  We show we received a request for the order to be scheduled for  May 2nd but the local terminal again did not confirm for that date.  The local terminal did make a note that they had attempted to reach out today to confirm a pickup appointment using the ************ but were not able to make contact.  Is the ************ the best number for them to be using to reach you?