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:02/26/2025

  Type:Product 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 over $3400 in goods and appliances from ********** on 1/20/25. On 1/24/25, installers delivered washer,dryer,fridge. They damaged washer and dryer during install. Since then, *** had 5 other install teams come to my house. ************** policy, I called to report damage within 48 hours of being delivered. I have to wait a week for replacement install. Next team had replacement appliances but no stacking kit. I called HUB they said go in store. Learned its online only. I ordered online, requesting they remove install fee from charge. That is done. Im told on that call that theyve set it up to have the kit and replacements delivered at the same time. Next team shows up with said stacking kit I bought but no appliances. They left the kit behind to use. Called HUB again, rescheduled for the next week. Unbeknownst to me, another team shows up that afternoon with the replacement appliances but were unwilling to install anything and left. Called HUB. The guy was very rude and condescending and said if I want compensation for my experience I have to go into the store. Later found out thats not the case. Scheduled replacements to be delivered again for the next week. Original team (5th visit) shows up with replacements. While unwrapping, he noticed the dryer door was broken. He sent pics in and requested replacement dryer. I too called and scheduled for the next week to bring both new replacements, I had the kit. The 6th team came with an opened box washer & no dryer. Im now told ** is unwilling to send a dryer. I have to return the damaged one to the store, get a refund and buy a new one. I spoke to a *** on 1/20/25 who stated he was hired 3mo ago to clean house and fix all the issues within HUB and **********. He said hed ensure I got a new unopened washer that was in the warehouse and theyd eat freight costs to get a new ** dryer. I never heard from anyone & now hes on vacation. Five weeks later & counting and no replacement appliances.

  Business Response

  Date: 02/27/2025

  Hello,

        We are not able to locate an order in our system under the name ****** *****.  Can you please provide either your Hub Group Final Mile tracking number (it would begin with a 14, 20, 21, 38, or R8 and be eight digits in length or begin with a 30,7 or 9 and be seven digits in length) or advise if the order might be under a different name so we can locate the information as assist further.

   

• Initial Complaint

  Date:02/18/2025

  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.

   
  Complaint: 22957001
  
  I am rejecting this response because: the item has been sitting at your warehouse with no movement since 2/10/2025. Yes, there was slight inclement weather yesterday 2/19/2025 but thats 10 days after it was last moved. Nobody has contacted me to schedule a delivery appt and based on the customer service responses I receive when I reach out for an update, I do not believe it will ever actually deliver. This item was shipped on 2/2/2025. Today is 2/20/2025. I can order something from out of the country and get it faster than Hub Group can ship something 200 miles away. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 02/19/2025

  Hello,

          We apologize your delivery has not been scheduled or completed.  We have been advised the local terminal has been experiencing scheduling delays due to inclement weather and road conditions.  They have advised us their plan is to have your order scheduled for the end of this week and will contact you to confirm a delivery appointment once they can confirm a date for the delivery.

  Business Response

  Date: 02/21/2025

  ******** - we apologize about your, experience can you please provide us with your Hubgroup tracking number and details at ********************************** to better assist you.  

• Initial Complaint

  Date:02/04/2025

  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.

  The Hub Group is the most incompetent/unreliable companies I have ever dealt with. They have scheduled a delivery 6 separate times now. I have wasted precious time and energy making sure someone would be at my home to sign. The first two times my wife took off work. By now it has become a complete joke. They have a sad automated system that sends text and calls to schedule delivery that never arrives. A perfect analogy is that its like their left arm doesnt know what their right arm is doing. I finally got a phone call yesterday from a real person apologizing about how crazy its been for them. She then promised that it would be delivered today. Now here it is 8pm at night and still nothing! Not even a phone call. What a ********************. Ive come to terms with that I will most likely never see them and will most likely cancel the order. What a ******** company!

  Business Response

  Date: 02/06/2025

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

• Initial Complaint

  Date:01/27/2025

  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.

  I was suppose to have a sofa/lounge returned via Hub Group to *******. They told me on Thursday to pick a day for them to come out. I picked Tuesday the 28th . They were supposed to call and confirm they never did. I kept calling with no response. On Sunday the 26th I got a text message saying that I had an order for delivery/ pick up scheduled for Monday I had no idea who was texting me. Then I got a phone call and had no idea who was calling me because they didnt say a word. ******* didn't know who they were either. I kept trying to find out what was going on and getting no answer. I then got an email alert about a delivery today and had no idea who it was. At 12 38 pm today Monday I got a call from a guy at OnDemand Logistix about picking up the sofa. I said I don't know who you are, someone from HubGroup is supposed to be picking it up tomorrow so no you are not he said we are from HubGroup I said no you are not you'r with a different company so no your not picking anything up I've heard alot of bad reviews about people returning things to ******* and it not getting registered. So I'm not giving it to you. Then I called HUB group and they said they gave the 3rd party the pick up. I said that's an invasion of privacy you didn't even ask me if you could do that. They said oh well. And now I have no idea what's going on Hub Group does not want to talk to me. This is an invasion of privacy!!!!

  Business Response

  Date: 02/12/2025

  ********- sorry about your return pickup experience and any inconvenience we may have caused you. If you can provide us with your Hubgroup track number to better assist you at ********************************** so we get your pickup schedule as soon as possible.

  Thank you.

• Initial Complaint

  Date:01/13/2025

  Type:Product 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.

   
  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,
  
  ****** ******* the email. I called the number and it just went to voicemail, didn't sound like a business. Did a ****** search on the number and nothing popped up. I'm worried I got scammed somehow and made a post about it on reddit. **************************************************************************************************** able to find the company I know picked it up because the phone number they called from, to let me know they are here for pick up, is in the same area.************************************************************* I sent them a message asking if they work with ********** and they said they pick up items for them. I then told them my story, hoping for help, or at least to get a bill of lading for proof, but they have yet to respond. I found the first email about it from Hub Group, so I know you guys set it up. I sent an email to ************************************** but no response after a week. I've having a panic attack over it. Please help. Thanks. # R8948254

  Business Response

  Date: 01/28/2025

  Hello,

        Our records reflect that our local terminal did complete the pickup from your location on the 21st of December and the order was updated that same day to reflect this information.  When our system was updated a notice would have been sent to ********** advising them that we recovered the order from your location, so they would be aware to assist you further with the order.  We would advise to contact ********** again regarding the issue because they should be able to move forward with assisting you.

• Initial Complaint

  Date:01/08/2025

  Type:Order 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.

  They delivered a broken stove/oven. Their techs AND manager AND **** on the phone said they would send a new stove out ASAP so I would have one before xmas. I called today and NOW they say I need to call ******* directly and there is NOTHING they can do. They all lied

  Business Response

  Date: 01/10/2025

  Hello,

         We are unable to locate an order in our system under the name of ******* ***** in our system.  Can you please advise if the order might be under another name or can you please provide your Hub Group final mile freight bill/tracking number  (it would begin with a ********, 21, 38, or R8 and be eight digits in length or begin with a 30,7 or 9 and be seven digits in length) so we can locate your order?

• Initial Complaint

  Date:12/20/2024

  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.

  
  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:12/02/2024

  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 ordered a refrigerator from ******* and the company that was supposed to deliver was hub group. I was told before it was supposed be delivered Nov 26. Then there was no show on the item. Then I was told it was supposed to be delivered today on Dec 2. I didn't get a call or email and no one arrived. I called over to the location and they told me they had me spotted for Nov 26 but did not deliver. They then told me I would have to push the date back again to Dec 13. I just want the item delivered. I wouldn't be surprised if it got pushed back again.

  Business Response

  Date: 12/18/2024

  *******- Sorry about the delay of your delivery and any inconvenience we may have caused you. If you are still in need of assistance, please contact us at ********************************** with your Hubgroup tracking information.

• Initial Complaint

  Date:11/22/2024

  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.

  On October 31, 2024, ****************************************, subcontracted by Hub Group Final Mile, delivered a Bespoke refrigerator to my home, causing damage to walls, a ********, and the refrigerator. The team displayed hostile behavior and left trash on my property.The refrigerator was ordered under Order #SA558612074 on September 24, 2024, valued at $2,225.07, and delivered to **********************************************************************************************. After the incident, I filed Claim #***-SMG7255700390 and requested $4,500 for damages, inconvenience, and emotional distress.After escalation to ****** **********, ****** **********, and ***** **** *******, I was informed by ****** that Hub Group Final Mile would only offer $350 for wall and paint repairs and would not cover the ******** or emotional distress. Despite frustration, I signed a release, expecting the replacement delivery to proceed smoothly.However, I later learned the same individuals responsible for the initial damages were reassigned to remove the old refrigerator and deliver the replacement, despite my explicit request for no further contact with anyone from ****************************************. This decision ignored the severity of the prior incident, further exacerbating my frustration, fear, and emotional distress.Hub Group Final Miles refusal to fully compensate or properly address this situation reflects gross negligence and disregard for my familys safety and satisfaction.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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.

  First, the tracking number proved to the shipper is not valid. How did that happen? Ordered a major appliance that was to be delivered by Hub Group Final Mile. The original delivery date was was confirmed, (for delivery 'tomorrow,') and almost immediately pushed out five days. 'There was a problem at the warehouse.' Initial contact suggested delivery might be sooner than the new scheduled date. I asked to update the order for a different onsite contact as I would not be able to meet the truck on the new date. Was told this was done, and confirmed on a subsequent call. Assumed the onsite ****** was contacted as promised, they were not. Even after contacting another ****** who promised to ******ally call the onsite ****** to confirm the new delivery day, this did not happen. A new delivery date is scheduled. Still no contact for the ****** onsite. This time when I called I was told 'we won't do that.' You can cancel the order and place a new one. We are already seven days past the original delivery date. I am several thousand miles away, I cannot be there tomorrow! So, I have been lied to. Treated poorly and this company seems to have no remorse or interest in customer service. The third ****** pretty much told me the other two people lied to me. And she was extremely unhelpful, causing an escalation in the situation. Have tried other customer service avenues. From chats that complain the tracking number is invalid, or not our department. To phone number that will not connect you without a tracking number to just hanging up on you after being transferred to a ******. This is not difficult. You are a shipping company. You job is to deliver. When a delivery is missed because of something you did, I would think it would be in your interest to correct the situation and not escalate it further. 100% FAIL!