Complaints

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

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  RXO

  11215 N Community House Rd Charlotte, NC 28277-4960

• 

  RXO

  3402 4th Ave S Fargo, ND 58103

• 

  RXO

  9340 Cabot Dr Ste C-D San Diego, CA 92126-4397

• 

  RXO

  1258 Humber Place Unit B Ottawa, ON K1B 3W3

• 

  RXO

  4438 Muhlhauser Rd Ste 600 Hamilton, OH 45011

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:06/19/2025

  Type:Sales and Advertising 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 6 appliances including haul away services & installation with *******. Delivery was initially scheduled for June 17, 2025. The RXO team that ******* outsourced the work to came on 6/17 just dropped the 6 appliances I ordered boxed up in the middle of my living room and did not haul away or install any of the appliances (even though I paid for these services when ordering with *******). After calling both ******************************** they said there was a miscommunication and that RXO would send another team out the next day (another day I had to take off work) to haul away the old appliances and install the new ones. The RXO team that arrived on 6/18 didn't have all the tools or know how to haul away and install the appliances. I had to call a contractor that had been helping me to send labor over and tools, because the RXO team was unable to complete almost any of the haul aways or installs, on their own. They half disconnected the dishwasher and left an active leak under my sink, not completing the install there and an active plumbing emergency. I had to wake up every 1.5 hour last night to dump a bucket of water out from my sink so my entire kitchen wouldn't flood. Then when I went to use the washer they "installed" there was water gushing from the connection valves that flooded my laundry room. So now 2 emergency plumbing issues from the "installations" they were supposed to do. When they were installing the microwave they asked me to have my contractor remove a line of backsplash because it was in the way - even though the space and product dimensions were right. Upon them installing the microwave it fits in the space where the backsplash would have ended before they had me remove it. ******************************** are both unwilling to provide reimbursement to me for the multiple issues they caused and I have now incurred significant economic burden to have their mistakes corrected.

  Business Response

  Date: 06/23/2025

  Hello John,

  We have gotten this claim addressed at your local facility and have reached out to you directly. We will partner with you until this claim is resolved. 

• Initial Complaint

  Date:06/17/2025

  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 have never in my life heard of a delivery service not ask what is a good day and time for delivery and completely disregard availabilty due to work schedules...I ordered a washer through ***** club on May27. I fid not know they used RXO as their delivery. When I placed my order, I was given a delivery date of June 6. My delivery never came. Then I recieved notification that it would be the 7th. Never came. Everytime I have contacted RXO I am given the run around. I have been given dates at which time the delivery does not happen. They have shown up at my house twice now with absolutely no notification and have marked my delivery refused because I'm at work and can't leave to let them in. Then I am told they cant reschedule because my washer is not at the hub. Well then where the h*** is it??? I was actually told last week that they cant or won't deliver until they are in the area again. So if noone else buys anything, I just cant get my washer? How does that make sense? What am I paying for delivery, installation, and haul away for if you cant deliver in my area until you decide to be in this area afain? I have been told constantly that an email is being sent to the hub and noone ever gets back to me. Today was the first time I recieved a call. It was from a young lady named **** She apologized repeatedly and has "guaranteed" my washer will be here Friday June 20. Almost a month after my purchase. If I do not recieve my washer on friday I will be pursuing legal action and will be seeking reimbursement through RXO because ***** club has held up their end of my purchase. RXO has had possession of my washer since the beginning of June.

  Business Response

  Date: 06/18/2025

  Spoke with Ms. Newman. She will be receiving her time window tomorrow evening. Day of delivery we will be in contact with her throughout the process of completion.

  Customer Answer

  Date: 06/20/2025

   
  
  I am rejecting this response because: I have not spoken to anyone from RXO since this complaint has been filed. And I absolutely have not recieved a delivery window time. So this response from them is a complete lie. I would be interested in knowing who I supposedly spoke to. 
  
  
  

  Business Response

  Date: 06/21/2025

  Hello,

  I do apologize for the issues you were having with your delivery. From our records your delivery was completed on 6/20. Please feel free to give me a call back as I left a voicemail for you on the telephone number listed on your order. 

• Initial Complaint

  Date:06/16/2025

  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.

  RXO delivered a washer from my **. One of their shippers broke the hinge to the laundry room fold-in door while installing it. I noticed him bending it in very awkward ways, but did not know it was broken until he left. I received an automated call asking if service was good or bad, no ordinal scale. I chose bad. Driver just made a mistake, he didn't do it on purpose. I got a follow up call. Told them what happened. Then sent them some pictures. They tell me they aren't responsible, I have to sue the driver or otherwise take it up with him. I tell them to s**** off essentially, I'm not doing that. At some point, they want the same pictures again. I refuse that too, because it's absurd and pointless. It's about $100 door--it's about as cheap as you can get, I explained that. The broken hinge is clearly pictured. They didn't explain anything specific they needed to know. Then after bothering me continuously, and also delaying for no reason, they decide I am not interested in the claim that I made and deny it on that basis. And they give me XPO's address to follow up with if I have any questions, a completely different company. Total scam. I want the money for the door, plus another $100 to have it installed.

  Business Response

  Date: 06/19/2025

  We have contacted Mr. Bosco and have will be coordinating to have a team return to replace the door. 
  

  Customer Answer

  Date: 06/23/2025

   
  
  I am rejecting this response because:
  

  I only have 5 business days to respond.  They did respond to the complain very quickly.  They did appear to want to settle the claim.  But it is looking more and more like a ruse designed to delay and close out the claim.  I feel like my integrity is being questioned.  They have asked for pictures of the door after the claim was apparently approved and/or dumped on their driver and after they knew the door was disposed of.  Such pictures should not exist, but they actually do because I took more right before I got rid of the door in case they would claim the first pictures they got were insufficient.  So I told them to publicly ask for the pictures on the complaint first, then we can talk about sending the completely irrelevant pictures. Suddenly, the pictures were a non-issue.  They want to use their own delivery service for a hardware store that has free delivery.  Their info is vague and nonsensical.  They at one point said they want me to buy the door and send them a receipt.  I don't have to buy a door at all.  They broke the door.  They owe me for that.  Why a receipt?  Do I get to buy a much more expensive door on the house?  They won't answer.  So it's to the point now where if they don't just pay very very soon in a reasonable format that does not include online gift cards, I will consider it a constructive denial.  

  
  

  Business Response

  Date: 06/24/2025

  Hello,

  We have reached out to you directly and are getting this resolved. Thank you for your feedback.

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  Very quick, efficient, and polite response on this last go-round.  Payment is not yet received, but appears to be en route and expediated.  They wanted some minor documentation, but unlike before, it was now justifiable and sensible, and they were crystal clear on what exactly they wanted and why.  It is unfortunate that I had to file a compaint and then reject their first attempt to resolve it.  There are issues there, no mistake about it.  But assuming the reimbursement arrives with no problems, which I expect it will, this last round was handled with excellence and I consider it resolved.  
  
  
  
  Thank you. 
  

• Initial Complaint

  Date:06/15/2025

  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.

  I ordered a mattress and adjustable base feom Big Fig with white glove delivery and haul away of old mattress. On day of delivery they arrived and completed delivery portion. And took old mattress and boxes away in truck. When I went out back of my condo complex I noted that they did not haul away, but illegally dumped the mattress out back of the condo complex leaning against dumpsters that clearly have signs against dumping furniture. Mattresses are not allowed to be disposed of in dumpsters which is why I paid extra for haul away. Additionally assembled the frame incorrectly and I had to reassemble the product. I contacted corporate office and was assured would be rectified, but they never returned to pick up the illegally dumped mattress. They instead are trying to book a service for bed that I do not need as I told them I already assembled properly myself. They need to promptly remove the mattress as if the trash shows up for dumpsters they will fone property for the illegal dumping. I have additionally file a grievance with *******************************************. I have attached screen shot of the photo showing dumped mattress as original file too large.

  Business Response

  Date: 06/16/2025

  Good Afternoon, 

  Please be advised the warehouse confirmed it was completed yesterday. Ask the customer to confirm.

  Thank you 

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response.  Though Mattress is gone I was under the impression that my condo got rid of it.  RXO has continued to send messages trying to schedule pick up and I have continued to tell them that the mattress is not in my home but dumped out back.  Most recent request from RXO was just a few minutes ago via email despite the fact that I had I had a prolonged email discussion telling them that the mattress was now gone and if my condo had to pay to remove they were aware that it was RXO that dumped it.  RXO has not communicated that they themselves picked it up.  At this point I have no need to have communication with RXO and would like fornthem to stop emailing me.  If they were the ones that recovered the mattress that is great, but doesn't change the fact that they illegally dumped a mattress.  If it was in fact thw condo than they know who to send the bill to.
  
  Thank you. 
  

• Initial Complaint

  Date:06/14/2025

  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 am submitting this complaint regarding a dishwasher purchased from **** Club and installed by their subcontractor, RXO Logistics, on April 12, 2025. The installation team incorrectly wired the ** dishwashers electrical connection, causing a short circuit and tripping the breaker. They falsely informed me the outlet was defective and left without resolving the issue. As a result, the dishwasher could not be tested upon installation.I subsequently hired a licensed electrician who confirmed the dishwasher was wired incorrectly, creating a potentially hazardous situation. He corrected the wiring, fixed the damaged outlet, and provided photos and an invoice ($351). Upon attempting to run the dishwasher, I discovered that the hosing was also improperly installed, causing water leakage throughout the kitchen.RXO returned on April 25, 2025, to correct the hosing installation (a different team). **** Club forwarded my reimbursement request to RXO that same day with all required documentation. RXO confirmed receipt of my claim on April 28, 2025, under Claim #****** (Order #*****E9Y8MSNW*****2000). The claim is being handled by ***** **** **********.I emailed Ms. ********** on May 6, 2025, and was told they were contacting the delivery contractor. I followed up again on June 2 and June 9, but have received no response to either inquiry. It has now been over six weeks since RXO received my claim, with no resolution, no timeline, and no communication provided.Resolution Requested:I am seeking full reimbursement of $351 for the electrical repair and outlet damage caused by RXOs faulty installation, as well as acknowledgment of their responsibility and improved communication practices in claims handling.Thank you for your attention to this matter. I look forward to a timely resolution.Sincerely,******* *******

  Business Response

  Date: 06/14/2025

  Hello,

  We are very sorry with getting this claim resolved. We have gotten this addressed at your local facility and with the claims team and we will provide an update on resolution for you on Monday 6/16. Thank you for your feedback.

  Customer Answer

  Date: 06/18/2025

   
  
  I am rejecting this response because the business forwarded my claim to the local facility that incorrectly wired the dishwasher and water hose and said they would provide a resolution on Monday, 6/16. I have not received any communication from the business or the local facility since my original complaint on Saturday, 6/14, thus, there is no resolution to my issue. 
  
  
  
  

  Business Response

  Date: 06/21/2025

  Hello,

  Thank you for communicating with me via text. We are currently waiting for the carrier to sign the chargeback form. Then we can request payment.

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  
  
  
  Thank you. 
  

• Initial Complaint

  Date:06/11/2025

  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 purchased a washer and dryer from Lowes. This company delivered the washer and dryer on 4/14/2025. Everything seemed fine. On 5/4/2025, I see water accumulating on the floor of my mud room. Initially thinking that the issue was a foundation leak, I filed a claim with my insurance company. The water continues causing damage to the home, so on 5/10/25 I have a contractor come out to inspect and find the source of the leak. Upon digging up my floor where the water was, it's determined there is no leak from the pipes in the foundation. The contractor notices the wall is wet and opens it. From there, he realizes that water is draining from the room next to it where the washer and dryer are. Upon inspecting both appliances, we find that the water line connected to the dryer for the steam function was cross threaded when it was connected to the dryer. This caused the water line to slowly leak and drain into the adjoining room. I called ****** who advised me to speak with the delivery company and file a claim with them. I followed their process and because there were no issues or signs of the leak until 5/4/25, my claim with them was denied. I had to find the source of the leak because I didn't want the damage to get worse. I sent pictures, videos and remained truthful. They sent a tech to come out and fix the issue. As soon as he saw it, he stated that the original crew knew it was wrong, and it would cause issues. He also stated that had the line been connected correctly, I would not have damage to my floor, walls, and baseboards in my home. This company had me go through their process, send proof, just to deny my claim. I received this denial letter in the mail today from a company that I have never heard of. To be told that my timeline is all over the place and deny fixing damage that they caused is ridiculous. All I wanted was a new washer and dryer, not additional damage to my home and no accountability from the company that caused the issues.

  Business Response

  Date: 06/12/2025

  Hello,

  We are very sorry for the issues you have had with RXO to this point. We have escalated this claim back to the facility and claims team and we will look to find a solution as soon as possible. We will reach out to you directly with updates.

• Initial Complaint

  Date:06/11/2025

  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.

  Ordered a Foam Mattress ( Bed in a box) from ****** and selected curbside delivery no signature required. The item is currently at their hub awaiting delivery but RXO wants to schedule delivery more than 2 weeks away and requires i be there to sign. I sent them my order confirm showing carbide no signature clearly visible and that the mattress shows to be out for delivery today. They told me it was inaccurate and i would need to conform to their schedule and requirements not those listed on the page where i bought the item.

  Business Response

  Date: 06/11/2025

  Hello,

  We are very sorry for the confusion. The tracking you see and "curbside no signature" is the tracking of the product from ****** to RXO's last mile facility. Your product arrived to our facility today 6/11 and the shipper does not need a signature and just drops it off with us. We have your delivery scheduled for 6/13 and your delivery comes with ********************* where the following services are included

  All products and freight should be taken to any room, chosen by the consumer, inside the consumer's location.

  Remove packaging from the product or freight as part of servicing the stop.

  Collect and haul away all debris related to the delivery of the product or freight including cardboard, paper, packing materials, etc.

  Remove similar product from consumer's location to those delivered. Removed products are taken back to the hub, store, or other client DC to be disposed of.

  General assembly service. Assemble products as instructed.

   

  If you do not want these services, we can waive them and just drop your product off on Friday.

   

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/10/2025

  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.

  RXO, contracted by *************, installed my washing machine and 5 other appliances Tuesday June 3rd 2025. We just moved in that day. We did not use the washing machine until Friday June 6th 2025 in the am because we were trying to get situated. My fiancee put 3 pairs of jeans and some shirts in the washer, went to shower and came out to water being drained all over the house. We called ** and RXO immediately and fought to get an answer for over 2 hours. Saturday June 7th 2025 the installer called and we explained what happened, sent pictures and videos, and explained that the drain hose was never put into the drain tube! He told us they would come Tuesday June 10th 2025 to fix. Tuesday morning we called several different numbers with RXO as well as text and online chat. We were told nothing is scheduled and we have to wait a week. I requested a manager and received a call from them saying they would check into. A few minutes later the installer called and said he would arrive between 3 and 4 which was fine because we had errands and it was 10:15 already. I forgot my phone at home and when we returned at 2:15, I had a message from a different installer at 12:15 saying they were at the house. I told them the installer told us between 3 and 4 and she said she was fixing... no there call saying they were coming earlier. Now they won't return my calls and nobody has shown up. Legal action is next

  Business Response

  Date: 06/11/2025

  Hello,

  We are very sorry for the damage to your home caused by a failed install. We have contacted you directly and will work with you for resolution on your open claim. Thank you

• Initial Complaint

  Date:06/09/2025

  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.

  I had an **** order scheduled to arrive at ***** from RXO on June 5, 2025. At around 4pm, I received a call from an RXO delivery driver asking if there was a loading dock to bring the furniture to. I replied that my apartment complex had a loading dock, explained how to locate it, and said I would meet him there in 10 minutes. At the designated time, I went to the loading dock and no one was there. The delivery driver called again to say he was on my street but was not sure how to get to the building. He asked me to come out to the street to guide him to the building. I said I would meet him on my street in three minutes when I got out of the parking garage. When I got to the street, there was no delivery driver or truck. I tried calling the delivery driver and he would not pick up. I walked the whole way around the block looking for him and called six more times, with no response.Over the next four days, I called, messaged, and emailed RXO requesting an update on my delivery status. The representatives I spoke to said that they had emailed the hub requesting a response, but I never received a clear answer from customer service. On two occasions, my chat was ended prematurely by a representative before I could ask for help.On 6/9/25, I got a notification that my package had been delivered. I checked on the street, at the front desk of the apartment, my front door, and the loading dock with no packages to be found. I called the customer service line, and they told me they would email the hub with an update. I still have not received my packages. The unclear and unprofessional communication of this service has been unacceptable.

  Business Response

  Date: 06/10/2025

  Hello,

  We are very sorry for the issues surrounding this delivery and that it was mistakenly marked as delivered. Your product has been located at our facility and we have set this delivery back up for tomorrow and have reached out to you directly. We will partner with you until this delivery is completed tomorrow.

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I was contacted directly by a representative to apologize and notify me that the packages had been located. The packages were delivered the following day.
  
  Thank you. 
  

• Initial Complaint

  Date:06/09/2025

  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.

  Ordered a Thule XL cargo carrier through ****** on May 23, 2025.The last update I received was June 3rd saying it was shipped using RXO and delayed in transit in *********, **. I haven't received anything since. I just want an update.Order number is 111-4269368-4880216 Tracking number is XPO002341932

  Business Response

  Date: 06/11/2025

  Hello,

  We are very sorry for the delays with this order. ****** sent this work order to us before we fulfilled ****** orders out of your location. This product will not be shipped to our facility as it stands now. We have contacted you directly to let you know to reach out to ****** for a refund or to reorder. We have reached out to ****** on your behalf as well to expedite this process in any way.