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:06/08/2025

  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.

  Bought a TV from **, RXO is the last-mile delivery service for the TV. I was given a delivery window of 1:30-5:30 pm, told I will receive a call 30 min prior to delivery to be ready. Without notice, the delivery was cancelled due to "mechanical issues" with the delivery vehicle. Reached out multiple times asking when the delivery would be rescheduled, and received the same communication each time that the package had not yet returned to the facility. Online tracking events continue to show that "the driver is on route for delivery." Complete lack of tracking and information communication unlike other delivery companies which consistently update their consumers.

  Business Response

  Date: 06/10/2025

  Hello,

  We are very sorry your delivery has been delayed. We have gotten this addressed at your local facility and have reached out to you directly. We have this delivery scheduled for tomorrow 6/11 and will partner with you until this delivery is completed.

• Initial Complaint

  Date:06/08/2025

  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 TV from ** and selected the white glove delivery, which was fulfilled by RXO.I called the day before the delivery to inform them that the streets around my house were narrow and that they need to bring a small truck. However, they marked by delivery as unfulfillable on the original date due to the truck being unable to ****** took 36 hours from the failed delivery for them to allow me to reschedule, for a new delivery date 4 days after the original date and 9 days after the order despite them receiving the item in 2 days.When rescheduled, the delivery failed with the exact same issue, with RXO again bringing a large truck and again being unable to fit it on the streets (which are single lane in a high traffic area, not some tiny dirt path in the *****). This was despite them having both my original comments and the original failed delivery in the system.After chatting and calling support, both agents mentioned they would send an email to help resolve the situation, but after 24 hours I have not received one.

  Business Response

  Date: 06/10/2025

  Hello,

  We are very sorry your delivery has failed twice due to needing a smaller truck to access your location. This has been addressed at your facility and we have a plan in place for delivery tomorrow 6/11 with a small truck that can access your location. We will partner with you directly until this is delivered 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.
  
  Thank you. 
  

• Initial Complaint

  Date:06/06/2025

  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 had fridges that are supposed to be delievered June 6th that I had ordered back on may 12th then today the day before delivery I get a notice that the delivery wont occur and that I need to reschedule with the earliest date being June 27 so almost a month and a half from my original order date. No other options at all. That timeline is absurd.

  Business Response

  Date: 06/06/2025

  Hello,

  We are very sorry your delivery could not go out today as planned. We have gotten this addressed at your local facility and have reached out to you directly and have advanced this to 6/13. We will partner with you until this delivery is completed.

• Initial Complaint

  Date:06/05/2025

  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.

  My partner and I have been trying to receive a delivery from RXO for a week with no success. We originally had our delivery scheduled for 6/03/25, however, on the day of the delivery, during the alloted delivery time, RXO called to inform us they were cancelling the delivery. They did not give a reason why they were cancelling. We rescheduled our delivery for 6/05/25, with a delivery window of 12-4 p.m. We both received phone calls on 6/05/25 stating that they would be completing the delivery and installation early. My partner and I both informed them that no one would be home since it was outside of the agreed-upon delivery time. Once again, the company cancelled our delivery, so now we will need to reschedule for a third time. Over the past three days, I have spoken with company representatives on four separate occasions and my partner has spoken with them on three separate occasions, despite communication, we cannot get anything resolved with them. In addition to numerous phone calls, I have also emailed management and am waiting for a response back. RXO's customer service has been incredibly poor and the company lacks any kind of commitment to accountability.

  Business Response

  Date: 06/09/2025

  Hello,

  The order number RXONC70OGKVHNHRK23 provided is to an order from December for 2024. Could you provide the name and phone number on the order? You may also provide any other order number listed.

  Customer Answer

  Date: 06/14/2025

  I am rejecting this response because: the ongoing ******************** and professionalism. Three different individuals have repeatedly contacted my partner and me via phone, text, and email about rescheduling the delivery, yet none appear to be communicating with each other. As a result,**** had to respond to multiple, conflicting updates. On 6/10/2025, we confirmed a delivery with *****, the Tulsa RXO manager, for 6/14/2025 between 8 a.m. and 12 p.m. However, at 7:00 a.m.that morning, we received a text stating the window had been moved to 124 p.m.without our consent. Then, at 8:55 a.m., we were notified the delivery was canceled and would need to be rescheduled again. RXO has forced us to clear our schedules on three separate occasions and failed to deliver each time. Weve made every effort to accommodate them, but their continued disorganization has caused us unnecessary stress and inconvenience.
  

  Business Response

  Date: 06/14/2025

  Hello,

  We are very sorry for the confusion and todays delay from 8-12 to 12-4. A duplicate order in our system from ***** was also scheduled for today 6/14 but since it was the wrong work order, it did not get routed triggering a cancelled notification. This delivery was completed today in between 12-1. Thank you for your feedback.

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service 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 microwave through **. RXO is the delivery contractor. I scheduled three times. They canceled each time. When I telephoned, I learned that they do not have a licensed LG installer. In which case: Why do they accept the order?

  Business Response

  Date: 06/03/2025

  Hello,

  We are very sorry your delivery/install has been rescheduled multiple times. We have gotten this addressed at your local facility and with you directly. We have your delivery/install lined up for tomorrow 6/4 and we will partner with you until this is completed. 

  Customer Answer

  Date: 06/03/2025

   
  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:05/30/2025

  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 gas dryer through ** including delivery, installation and haul away. That requires a licensed installer in ** and being this is a MA company they know that, so what do they do? Deliver the dryer without an installer. So now I have two dryer sitting in my basement waiting for them to get around to sending the installer

  Business Response

  Date: 06/02/2025

  Hello,

  We are very sorry your Installation was not completed upon delivery. We have gotten this addressed at your local facility and will look to avoid experiences like this going forward. Thank you for your feedback.

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because: This is an ongoing repeated problem with these clowns. They are well aware of the problem and do nothing to fix it. They think people are stupid. I had to hire my own installer and now wait for ** to reimburse me. 
  
  

  Business Response

  Date: 06/02/2025

  Hello,

  We are very sorry we did not have an installed lined up to complete your install in a timely manner. This has been addressed with your local market to avoid experiences like this going forward. Thank you for your feedback.

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because: they're useless and a repeated problem for consumers 
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  Bought ** microwave and gas range, paid for installation and haul away on April 13 from ** Partner Store. RXO is the company fulfilling the delivery and installation scheduled for May 1. Old microwave and gas range were hauled away and the new gas range and microwave delivered on May 1. New gas range was installed May 1. The microwave was not due to the installers claiming the microwave did not fit. They did not speak English so communication was nonexistent. After they left, we tried to fit the microwave in and it goes in. We called RXO that afternoon to reschedule. We were scheduled for May 7. They cancelled our installation on May 5. After calling almost every business day from May 5 to to May 16 we got to pick a new installation date of May 20 with the confirmation email received on May 19. Without notification, the installation was cancelled May 20th. We only found out when we checked the tracking website. We called and received no reason for the cancelation and they would update us later. On May 22, called RXO for another update only to be told they closed our ticket because it was 48 hours after the delivery date and a new ticket needed to be submitted. My household has been without a microwave since May 1.

  Business Response

  Date: 05/27/2025

  Hello ******,

  We are very sorry your microwave installation has been rescheduled multiple times. We have reached out and connected with you directly and have this install lined up for tomorrow 5/28. We will partner with you until this is completed tomorrow. 

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  

  The business only reached out to me despite numerous calls that went nowhere because you mediated - thank you. The installation was completed 
  
  Thank you again

  
  

• Initial Complaint

  Date:05/22/2025

  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.

  On May 18, 2025, I scheduled two separate furniture pickups through ****, to be handled by RXO. While one pickup was completed, the second was not. The RXO driver only presented paperwork for one order and made no mention of the second. Subsequently, I discovered that RXO had marked the second order as "picked up," which was incorrect.I immediately contacted RXO, and the representative assured me that the driver was at my location and would coordinate with me. However, I was never contacted, and no pickup occurred. RXO then directed me back to ****, who rescheduled the pickup for Sunday, June 1stthe earliest available date.This delay has caused significant stress. Living in a small studio apartment, I had already disassembled the furniture, which now occupies a large portion of my limited space. Waiting an additional 10 days is unacceptable. Furthermore, the refund process cannot begin until the item is picked up, and it typically takes two weeks to process, further delaying my refund.I have spent considerable time coordinating between **** and RXO, with no satisfactory resolution.

  Business Response

  Date: 05/23/2025

  Hello,

  We are very sorry yesterdays team only completed 1/2 of your **** pickups. We got this addressed yesterday and sent out another team to complete the 2nd pickup and have confirmed with you this has been completed. Thank you for your feedback.

• Initial Complaint

  Date:05/22/2025

  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.

  The service is so bad. The dishwasher was supposed to be delivered around 4/30 originally-we were told - then we got word that it could not be delivered on that date, because it needed a professional installer - it took RXO a long time before a professional installer was scheduled. The installer finally came out earlier in the week to install the dishwasher and claimed that he could not install it until a plumber was called to disconnect the old dishwasher from a copper water line. So a plumber was called and over $200 was spent on this trip- and he came out and noted that the copper water line is not connected to the dishwasher, but the refrigerator - he noted that the installer was wrong. I scheduled for the installer to come out today to install the dishwasher - RXO texts me with a time window from 2:30 to 6:30 delivery for today. The installer calls me today several hours before 2:30 claiming that he was 15 minutes away and wanted to deliver and install it then - I asked him if he could wait 20 to 30 minutes to await my arrival. He refused at that time and I asked him why was not the machine being delivered within the 2:30 to 6:30 time frame - he claimed that that installer did not want to work with us and cancelled. Someone in the warehouse called and said that she convinced the installer to go to ******** and them come back and deliver the diswasher - this was supposed to be for around a 20 minute or so time frame before 1 pm. It's almost 2 pm and the same lady calls and says that the installer claims that the diswasher is dented. The lady hangs up on me, when I get another family member in on speaker phone and inform the family member about the incompetence of RXO handling the dishwasher delivery and installation.

  Business Response

  Date: 05/27/2025

  Hello,

  We have reached out to you directly and compensated you for the plumber that you had out. We will partner with you until this replacement has been delivered and installed. 

  Customer Answer

  Date: 06/03/2025

   
  I am rejecting this response because:

  I complained before about this and it just gets worse - this is like the 3rd or 4th time that RXO has cancelled the delivery and installation. I complained before because RXO came to install the dishwasher and claimed that it could not do so, because it claimed that a copper water line was connected to the dishwasher and needed to be disconnected by the plumber - we called the plumber who determined that RXO was wrong and that the water line was connected properly to the dishwasher - I complained to RXO about this and then the installer cancelled the rescheduled delivery - the other installer claimed outside the time window of delivery that the other installer did not want to work with me and cancelled -claiming that I was rude - when the installer did not tell me this and said he would reinstall - the installer claimed he could not install the dishwasher, claiming it was dented - so this diswasher was reordered and RXO picked the date of 6/2 to deliver and install - ******* from RXO called this morning to confirm that the diswasher would be delivered on 6/2 - I was to wait after 5 today for the time window for delivery - instead, ****** of RXO called to tell me that this diswasher could not be delivered and he would not give me a reason - I kept calling back and it was told to me that the installer was not available to install it - I'm wondering if the installer is retaliating because I complained about RXO's incompetence. It's over a month after this was originally supposed to be installed and delivered and it's still not installed and delivered. We're ready to cancel the order from LG.

  We still were not refunded the amount for the plumber's expense. This dishwasher still has not been delivered - RXO selected a date of 6/2/2025 and yet called on 6/1/2025, claiming that the dishwasher can't be delivered - further questioning revealed that the reason is that the installer is not available - this is after RXO cancelled delivering because it claimed that the installer did not want to work with me claiming that I was rude when I was not - it was that I complained via email about RXO refusing to install the dishwasher until we called the plumber. The original estimated date for delivery was 4/30/2025 - this is like the 3rd or 4th cancellation of delivery/installation.; We still have not gotten the compensation for the unneeded plumbing visit -we also need other remedies for the too many cancellations on RXO's part
  

  Business Response

  Date: 06/03/2025

  Hello,

  We are very sorry for the continued issues. We have reached out to you directly and your installation was completed today 6/3 and we confirmed with you things went smoothly once the team arrived. We have also let you know your compensation was mailed at the end of last week and should be arriving by the end of this week. Thank you for your feedback. 

• Initial Complaint

  Date:05/17/2025

  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.

  Ordered a tv from ******* website. Rxo does last mile delivery. At or around 3/11/25 they came to deliver a tv and took the previously delivered one that was broken upon delivery. This second set of tv delivery men dumped the tv feet out of the box onto my floor and broke the floor. It created two impact marks on a floor that was just installed (luxury vinyl plank). I opened a ticket for the repair got an estimate and sent to them that same month. Ive gone back and forth and they are doing nothing now and not responding to emails. They tried having the delivery guys call me to fix it? I am not sure what they are going to do. Being click lock LVP it has to be torn out and replaced. I am attaching the quote that contains the amount I need to replace my floor.

  Business Response

  Date: 05/21/2025

  Hello,

  We have gotten this claim addressed with the claims team and will be pushing for resolution as soon as possible. We will partner with you directly until the claim is resolved, thank you for the feedback.