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Hub Group, Inc

This business is NOT BBB Accredited.

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Complaints

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

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Hub Group, Inc has 3 locations, listed below.

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    Customer Complaints Summary

    • 80 total complaints in the last 3 years.
    • 51 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:10/09/2023

      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.
      Hub Group failed to deliver a lawn tractor ordered from a big box store. Tracking shows it out for delivery 3x in the past 3 weeks but no delivery was made. Call their support line im told that they have to escalate the issue and I never get an answer. Item is missing with Hub Group for 3 weeks now. Avoid this company or lose your shipments with them.

      Business Response

      Date: 10/10/2023

      Hello *****- Hello,

      Thank you for contacting HubGroup Final Mile.  We sincerely do apologize for the inconvenience.  I have submitted an escalation for this order.  Our management team will be resolving these issues as soon as possible.  Again, we apologize for your delivery experience. If you have any questions, please feel free to contact us at **********************************.

      Customer Answer

      Date: 10/16/2023

       
      Complaint: 20713473

      I am rejecting this response because:  when your driver did finally arrive, 2 weeks late, without notification, he proceeded to back his truck into my driveway tearing down cable and phone lines and causing a police response.  

      Sincerely,

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

      Business Response

      Date: 10/27/2023

      *****- Hello,

      Thank you for contacting HubGroup Final Mile.  We sincerely do apologize for the inconvenience. If you would like to file a claim please email us at *************************************** and send any pictures to better assist you. 

    • Initial Complaint

      Date:08/31/2023

      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 purchased a dresser and chest of drawers from ********************** in May and they hired Hub Group/NSD to deliver the items. At the time of purchase I was informed it would take 4-6 weeks for the delivery. At the 6 week make to received an email saying the items for scheduled for delivery and I would receive a delivery date shortly, but after a week when I never received a date or my items I called in. The items were re-ordered and a couple of weeks later Hub Group/NSD attempted to deliver the chest of drawers and said they didnt have a dresser on the order. I refused the chest of drawers and the driver said he would inform the company that the order was incorrect and a re-delivery would be scheduled. On August 18th Hub Group/NSD came back and said the order was right. They dropped the boxes in my living room, took pics of the boxes, said they didnt need my signature when asked, and left. The dresser had someone named ************************* with a ****************, ** address on the label and its black. My pieces are grey. I immediately called the driver back and he asked me to send pics of everything, and he would tell Hub Group/NSD, so they can schedule a pickup and find my item. I did as requested and called every other day since August 18th and I still dont have a resolution. I continue to be told (even from management) that there will be an answer to the problem in 24/48 hours. I want this black dresser picked up, my grey dresser delivered, and a $200 refund for the total inconvenience of not having what I paid for and for having to continually call about this matter.

      Business Response

      Date: 10/13/2023

      Tracking#******** Waiting on conformation that order was corrected. Once I receive it I will respond with the update.

      Customer Answer

      Date: 10/13/2023

       
      Complaint: 20547117

      I am rejecting this response because:

      This is the same tracking number for the order I submitted this claim for.  They NEVER called me back to pick up the wrong dresser and/or deliver the right one.  This company is full of games.


      Sincerely,

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

      Business Response

      Date: 10/16/2023

      Kitty 36719812 is an order from ************************ need of assistance, please contact us at **********************************

      Customer Answer

      Date: 10/17/2023

       
      Complaint: 20547117

      I am rejecting this response because: The tracking number starts with 376 not 367.  The pics of everything has been attached.  Like I said, this company is full of games.  In the previous reply from the company sent through here had the correct tracking number.  The item was delivered and the company was informed of it being the wrong on August 18, 2023.  Its October 17, 2023 and I have yet to hear back from the company, despite all the calls Ive made; and now they expect me to email them.  For what?  Whoever sent this response isnt even paying attention to make sure the have the right information.  Why would I complain now about something from 2022?


      Sincerely,

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

      Business Response

      Date: 10/18/2023

      Tene- Sorry about your delivery experience and any inconvenience we may have caused you. Unfortunately, you will need to contact your place of purchase in order for us to return to pick up the item. We delivered what was shipped to our terminal. Please contact **************** to make necessary arrangements for pickup and corrections. Once you have a return pickup tracking number and new delivery tracking number, please contact us at ********************************** to schedule pickup and new delivery.

      Customer Answer

      Date: 10/19/2023

       
      Complaint: 20547117

      I am rejecting this response because:

      Purchasing Power did that already. I tried every possibility prior to reaching out to BBB.  Dont worry about it.  Im tired of all the back and forth without any resolution.  I did that for weeks prior to this step.  Im done.  

      Sincerely,

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

    • Initial Complaint

      Date:08/29/2023

      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 placed an order online with ********** for a tiller on July 22, 2023. As of today Aug. 29, 2023, I have still not received the product. I have tried to reach out to customer service at ******************** with no luck. I have reached out to ********** on several occasions. My original delivery date was Aug. ******it has since changed multiple times. According to tracking it has been in the **********, ** terminal for 6 days. This shipping delay is unacceptable and no reasonable resolution has been made to correct it by either company. I will be more than happy to provide tracking number or order number to the correct corresponding business.

      Business Response

      Date: 10/13/2023

      Our records show this order was delivered and signed by the customer ********.

    • Initial Complaint

      Date:08/24/2023

      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.
      The company emailed me on August 7th about a delivery of a chair I ordered to be delivered between 1-4pm. The email stated the driver would call 30 minutes prior to delivery. No one called. No one showed up.Fast forward to August 25ththey STILL have not delivered the chair I ordered. The furniture store has contacted them to see about scheduling a delivery date and time, but nothing has happened yet.I have tried emailing Hub Group. I have tried calling Hub Group. No one answers emails. No one answers the phone.Their tracking system is a lie. Nothing listed under the tracking number provided to me by the furniture company is correct. Lies, lies, lies.

      Business Response

      Date: 10/13/2023

      Tracking # 37669949 Waiting on conformation that order was corrected. Once I receive it I will respond with the update.

    • Initial Complaint

      Date:05/23/2023

      Type:Product 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 scheduled a return for the *********** NSD was the service provider to pick up the product. From my porch they grabbed a $450 air conditioning unit instead of a ~$30 vacuum bag. They have since been unresponsive to calls, chats, and emails asking for the air conditioning unit to be returned to my house.My request is for them to return the air conditioning unit.

      Business Response

      Date: 10/13/2023

      Tracking # R7245762 Waiting on conformation that order was corrected. Once I receive it I will respond with the update.

    • Initial Complaint

      Date:02/02/2023

      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.
      Application status was not given as required from company.

      Business Response

      Date: 10/13/2023

      There is no name or tracking number unable to locate this case.

    • Initial Complaint

      Date:12/20/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I can not get any response from *** shippers, part of HUB group, They do not answer the phone, and they do not respond to emails. They do not work in a timely manner. My product was received on Dec 17, 2022, at their *********** Hub...it now sits there, 1 hour away, with a delivery date of Dec 31, 2022. 11 days to move 1 hour up the road? After a 20-minute wait, I got someone on chat who would not let me speak to a supervisor. He disconnected and ended the chat with no resolution to my issue, other than "escalate"...which is a buzzword they all seem to use on all chat lines. . This company should not be in business

      Business Response

      Date: 10/13/2023

      Our records show this order was resolved and delivered on 12/23/22.

    • Initial Complaint

      Date:12/09/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a cast iron tub from ********** who uses Hub Group to ship the package. The first tub was delivered with a large dent which could only be caused by it being dropped. Once I reported the damage to **********, they placed a return and new delivery for a second tub, which I paid for with additional shipping costs for dropping it off inside instead of in the driveway. My new delivery showed up 30 minutes early, with no call when it was on its way as stated on Hub Groups tracking site, and no one was there to receive it. Since then, I have called several times and do not get a return call, ********** has attempted to reach them unsuccessfully, emailed them at ********************************** without any reply, when chatting with a rep online they state I will get a call within 24 hours and end the chat promptly, and no attempts to contact me have been made.New Order Tracking: ******** Return Tracking: R6687530

      Business Response

      Date: 10/13/2023

      Our records show both order had been resolved with signed proof of dleiveries on file 12052535 and R6687530.

    Hub Group, Inc is NOT a BBB Accredited Business.

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