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

  4400 Northlake Ct Ste A Charlotte, NC 28216-2384

• 

  RXO

  5720 S 40th St Phoenix, AZ 85040-3934

• 

  RXO

  3515 Urbancrest Industrial Dr Grove City, OH 43123-1766

• 

  RXO

  1602 Park 370 Ct Ste 1602 Hazelwood, MO 63042

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:03/05/2024

  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 mattress from ****** on 2/20. I was told 1-2 weeks delivery. A week later I get an email from RXO stating it is now time to schedule my delivery. On 3/1 when I attempted to schedule my delivery, I am told that the soonest date would be March 27th (30+ days after ****** told me it would arrive). I agree to this date, but the **************** Rep also says she will send out an email to move the date sooner. On 3/5 RXO calls me and tells me now they cannot deliver the mattress until 4/3, another week after the initial date! Over the weekend they pushed my delivery BACK a week instead of expediting it as they stated they would try to do. This company is horrible and I hope nothing ever gets shipped to me by them again. BUT I WANT MY DAUGHTER'S MATTRESS WITHIN THE PERIOD STATED TO ME BY THE SELLER!

  Business Response

  Date: 03/05/2024

  Hello ******,

   

  We are very sorry that your first available date for delivery was not until 3/27 and then it was pushed to 4/3. We only deliver to your area on Wednesdays and your delivery was never confirmed in our system for 3/27. 3/27 got full so the next available date we had to offer was 4/3. However, we have reached out to you directly and gotten this delivery added on to our distance route for tomorrow 3/6. A time window will be generated shortly and we will reach out to provide. We will be monitoring the route tomorrow and will provide updates as needed. Thank you for your feedback. 

  Customer Answer

  Date: 03/06/2024

   
  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:03/01/2024

  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.

  This company was supposed to deliver and install our dryer. They delivered it, but did not install it. I've confirmed with RXO and **** that they were in fact supposed to install and the drivers we had just flat out said no. We had to stack it ourselves.

  Business Response

  Date: 03/01/2024

  Hello,

  This delivery was unable to be installed as their was no stacking kit provided. **** does not supply parts to us as they sell their parts and ship them directly to the consumer (you). If a stacking kit was not on site, we were unable to install this product for you. I am sorry for the inconvenience. 

• Initial Complaint

  Date:03/01/2024

  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.

  This company is such a sorry unprofessional delivery company. RXO came to my house to deliver a Mattress from Serta it was a replacement mattress and under warranty. This drivers came with no mask and no shoe coverings. One had a mask and one didn't takes 2 to bring in the king ********* One driver offered to get a used pair out the truck. A used pair is like not having shoe coverings, one driver suggested taking their shoes off...shoes that are old and worn look like they've never been washed...these are work shoes which youve sweated in walked in mud on rainy days in then you want to walk on floor and carpet distributing. Why don't you have mask for when customers ask you to put on considering you're going in and out of homes and people are still sick...covid19 has slowed down but not stopped. This company tried to deliver my mattress 2 more times without my consent nor knowledge they were coming they actually expected me to leave my job and come let them in. Business that out source their deliveries to RXO should require them to have certain standards when it comes to making that business customers happy. I will be filing a complaint with the BBB, ************************* and the ************************* More customers don't need to experience what I have sleeping on this worn out mattress and the disrespect of RXO employees. The calls go to another country and you can't understand what they're saying and they're unprofessional too. RXO obviously don't supply their drivers with working materials nor hazard materials to leave the loading dock with no mask and supply of shoe coverings and if they do there's no one making sure the drivers do well checks before leaving for deliveries

  Business Response

  Date: 03/01/2024

  Hello *****,

   

  We are sorry to hear about your experience with our delivery team back in May. We reached out to you directly to obtain more feedback and will remain in contact until your concerns are resolved. Thanks for the feedback. 

  Customer Answer

  Date: 03/06/2024

   
  I am rejecting this response because:

  Hello!
  Thanks for calling me regarding poor customer service from **********************.
  I will have some time available Monday, March 4, 2024, at 3:30pm est.
  Thank you,
  JMc
  
  
  On Friday, March 1, 2024 at 09:33:07 AM EST, ************************* <*************************************************> wrote:
  
  Good Morning,
  
  Please let me know when you have time to speak about your Better Business Bureau complaint that was filed on 3/1. I am available today before 3:00 PM or 8:30 AM to 5:00 PM tomorrow. 
  
  *************************
  Senior Specialist, Customer Accounts  
  Last Mile
  RXO
  *************************************
  ********, ** ***** ***
  O: ***************

  ****** called me again at 3:34 the same day March 1, 2024 and I was not aware he was going to call.  He harassed me a little telling me that I said I would be available at 3:30 like my plans didn't change since he declined my time for that day. He was going to force me to talk to him and he said I was being rude I am assuming because I didn't make plans to speak on his time and he wasn't concerned if I was busy or not

  
  

  Business Response

  Date: 03/06/2024

  Thank you for your feedback and it has been shared with our team. The RXO orders you are referring to are in from May of 2023. We have gotten this addressed with you and the vendor. Please feel free to reach out if you happen to have another RXO delivery in the future and we will do our best to meet your expectations. Thank you.

• Initial Complaint

  Date:03/01/2024

  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 ******* washer and dryer online and RXO in Syracuse was suppose to deliver the products on 02/22/2024 between 4p-8p. Come 745p i did not receive a phone call text or email regarding where my delivery was. I called RXO to which the lady advised the delivery truck was on its way and only 45 minutes out. I waited till 915pm to still not receive my delivery. I called RXO again only to find to be the delivery was cancelled and will have to reschedule. I rescheduled the following day for 02/29/2024. I received a text message on 02/29/2024 advising the products would be here between 2p-6p. I waited for the 4 hour time window to not receive any updates via phone call, text or email. I called RXO again and they advised the delivery will arrive at 630pm. After the phone call I received a text message advising the delivery was 30 minutes away. At approximately 8pm I have not received my delivery so I called RXO to which they stated the delivery is on its way. I have not received my products from ******* that should be delivered by RXO for the second week in a row causing a nuisance and a waste of time for my family and myself.

  Business Response

  Date: 03/01/2024

  Hello,

  We are very sorry that this delivery has been rescheduled multiple times. We have reached out to you directly and gotten this delivery set back up for tomorrow 3/2. We will be monitoring this delivery until completion and provide updates as needed. Thank you for your feedback. 

• Initial Complaint

  Date:03/01/2024

  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 placed an order for a queen ******** on the 17th of Feb, 24 from bed bath and beyond. They use RXO for the delivery. I've been told to pick a delivery date twice, and confirmed a delivery date twice by rxo through text message. I've set up removal services for my other bed and taken tone off from work for the ******** to be delivered. They message me the day before saying to reschedule. So I did that and call the next morning and move around the paid movers that are coming. Call RXO to confirm that delivery will in fact be the next time set. They tell me it won't. I got pretty upset and disconnected the call and sent bed bath and beyond an email. RXO left a voice mail stating they won't be able to deliver on March at all due to my location. I'm 3 hours south in a nice big town so I call back and try to get more information. They tell me the representative I spoke to earlier rescheduled my delivery again. I tell them this isn't what I want and she says they will deliver for the second date I picked, which should be Monday. Bed bath and beyond says they have no information on the order, 14 days after it was placed. I'm beginning to feel like I've been scammed...

  Business Response

  Date: 03/01/2024

  Hello,

  We are very sorry for your experience to this point with RXO. Your delivery is currently scheduled for Monday 3/4 and is all set for delivery on that date. We will be monitoring this delivery until completion and will provide updates as needed. Thank you for your feedback. 

  Customer Answer

  Date: 03/05/2024

   
  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:02/28/2024

  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 sectional from ****** and was returning a sectional from ****** in the same delivery window. RXO was contracted by ****** to complete this. RXO arrive with two gentlemen. They took the old sectional that was being returned and tried to put it through a side door. Unfortunately because they did not disassemble the sectional it did not fit. One of the delivery personnel forced the sectional through the door causing substantial damage to the door framing. The door is brand new having been installed days before the furniture delivery. I made a claim through ****** on Friday February 16, 2024. On Saturday February 17, 2024, ************************* "Senior Operations Manager" emailed me asking a few questions about the damage and the photos. I sent same. In her email she said "the carrier will be given 7 days to take steps to resolve the claim directly with you." The carrier has not made contact with me. I have called and emailed Frine seven times and she is ignoring my phone calls and emails.

  Business Response

  Date: 02/29/2024

  Hello,

  We are sorry for the delay in getting your claim addressed. We have reached out to you directly and contacted your local facility to get this looked into. As soon as we have further updates, we will let you know. 

  Customer Answer

  Date: 02/29/2024

   
  I am rejecting this response because: RXO is stating my house was under renovation. 
  
  

  Business Response

  Date: 03/01/2024

  Good Morning,

  We had our contractor come out to your house today. Our team will be getting a licensed contractor to repair the damages. Thank you

  Customer Answer

  Date: 03/02/2024

   
  I am rejecting this response because: the contractor that came to the house was a delivery driver.  He knew nothing about making repairs to homes that were damaged.  ***** further offered to provide a "friend" of his that is also a delivery driver to come by to make the repairs.  I asked if his "friend" was a licensed Home Improvement Contractor and insured.  ***** stated emphatically that he is definitely not licensed or insured.  How can I trust RXO if they provide solutions that violate ******** law.
  
  

  Business Response

  Date: 03/05/2024

  Hello,

   

  We are sorry for your experience to this point. We have received your estimate for repairs and will move forward with this claim for review. Thank you

• Initial Complaint

  Date:02/28/2024

  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.

  Rescheduled a delivery, on the phone with a customer service agent. Received voicemail stating my delivery was set for that day. Then received an email that it was set for another week. Called and spoke to a supervisor who told me there were no notes of a reschedule and they attempted to deliver the product on the first date but no one was home. (No one was home because I rescheduled this delivery) provided dates and times of the call with customer service for the change of delivery date. I arranged to take time off work so I could be there for the date I requested and now it has been changed with no resolution other then an excuse there are no notes and there is a cut off for scheduling it is not my fault someone did not do their job. I am not happy with the service I have received and the excuses made.

  Business Response

  Date: 02/28/2024

  Hello,

  We are very sorry the the communication surrounding this delivery. We have gotten this delivery added on to a route for tomorrow 2/29 and a time window will be generated this afternoon. We will monitor this delivery until completion and provide updates as needed. Thank you for your feedback.

  Customer Answer

  Date: 02/28/2024

   
  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:02/28/2024

  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 large appliances to be delivered 02/27/2024. I received an email my items arrived at RXO. I then received an email with delivery date change. I called number and went through promps and confirmed my delivery for 02/27/2024. The evening before delivery I received an email that delivery date changed and I called number again and ended up escalating and got the same story as another customer, that might appliances where not there until later and delivery had to be canceled and delivered later because they only deliver to my area on Tuesday. I was told the group delivering stays over night in the area because of the distance. I received emails that my appliances were there and RXO is only a hour from my home. I was then told by the escalation **** they would contact delivery team and call me back and never did. I am still with out my appliances and a family to care for. Absolutely the worst service I've ever experienced and lies and dishonesty of this company is outrageous.

  Business Response

  Date: 02/28/2024

  Hello,

  We are very sorry that your delivery could not be completed on 2/27 as planned. We were expected to receive your items from the vendor on 2/23 however due to a transit delay we did not receive until the morning of 2/26. It was a system error to allow you to reschedule again for 2/27 as our distance route had already started and left the local facility. The next available date we are able to offer is Tuesday 3/5 (which it is currently scheduled for). We will be monitoring this delivery until completion and provide updates as needed. Thank you for your feedback.

• Initial Complaint

  Date:02/27/2024

  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 have been trying to get my washer to my house since December 25 originally it was ** they shipped it down to Best Buy now its down to a shipping company called RXO. I was to have my washer shipped to y house on the 27th, I was told that it got pushed back to the 29th, I called now its said to not be Delivered in til the end of March. I have the screen shoots with the RXO person who told me all this

  Business Response

  Date: 02/27/2024

  Hello,

  We are very sorry your delivery was unable to get delivered today due to a capacity/truck issue. Your delivery has been rescheduled for 2/29 and I have confirmed with the local facility that it will be completed on Thursday. A member from your local office will be reaching out to you directly to confirm. We will monitor this delivery until completion and provide updates as needed. Thank you for your feedback. 

• Initial Complaint

  Date:02/26/2024

  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.

  RXO is the delivery service picked by ******* for my refrigerator RXO oferred a delivery window of 8A-12P today It is 3:49 PM and neither RXO or ******* can tell me where my refrigerator is or when it will be delivered RXO proceeds with deceptive consumer relations practices and I was offered $100 due to my "inconvenience" - which is a joke

  Business Response

  Date: 02/26/2024

  Thank you for taking the time to communicate to us why our recent delivery/installation of your purchased goods did not meet your expectations.  We take this opportunity to acknowledge the complaint lodged against our company through the Better Business Bureau; and have every desire to address your needs and provide the best solution available. The order is notated that the local facility offered you $100 as a customer service gesture for the inconvenience.  What is the resolution that you are seeking?