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

  1500 S 71st Ave Ste 800 Phoenix, AZ 85043-3002

• 

  RXO

  5720 S 40th St Phoenix, AZ 85040-3934

• 

  RXO

  410 Crown Ct Oakdale, PA 15071

• 

  RXO

  4440 44 th Street SE Suite B Grand Rapids, MI 49512

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2024

  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.

  January 27, **** I placed an order on *******.com which was scheduled for delivery Friday, February 02, ****.At one point it was updated to being delivered between the 2nd and 3rd, but then shipped and was scheduled for the 2nd.RXO apparently had delays and did not scan it into their warehouse until February 05, ****. Rather than scheduling delivery and bringing it right away they did nothing until I contacted them today, February 12, **** and then tried to reschedule, refusing to deliver today.I then informed them I am refusing delivery and they need to contact ******* and tell them. RXO, "********* A" tried to tell me to contact *******.After much back and forth, supposedly my delivery is being cancelled, but I do not believe this as I've received no confirmation and ******* is not aware.RXO failed to deliver on time, then failed to reschedule for over a week, then refused to deliver right away, and finally refused to cancel the delivery and contact ******* until I told them I was contacting corporate.

  Business Response

  Date: 02/12/2024

  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.

  As requested, we have cancelled your order on our end.  Attached is a snippet of your order showing the operational status has been cancelled.  Please let us know if we can further assist you.  

• Initial Complaint

  Date:02/09/2024

  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.

  RXO delivery company never attempted to try and deliver a refrigerator I purchased at Lowes in *******. Delivery person eyeballed my front hall and said it will not make the turn in the stairway. Before I even showed him the back door, he put the refrigerator in his truck without even looking at my back door where there are no turns and sent it back and left as it appears he was in a hurry.I called and spoke to *** in the *********** who told me yes I would get a credit for ****** then she transferred me without telling me to Charity also in the *********** who told me she would send an email to her marketing manager and gave me the marketing managers telephone number and it was the ******* Lowes store number. After being on hold with the *********** and nothing has been resolver is extremely frustrating The delivered refrigerators width is less than the existing refrigerator currently in my home.

  Business Response

  Date: 02/09/2024

  Hello,

  We are sorry to hear that your delivery did not go as planned today. We have gotten this addressed with the local market and they will be reaching out to Lowes to get this back on the schedule. We will monitor this delivery until completion and provide updates as needed. Thank you for your feedback. 

• Initial Complaint

  Date:02/09/2024

  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.

  Purchased tv from directly from ******* on Dec 7, 2023.Tv reached the local RXO HUB Feb 1, ****. They waited until Feb 6 to contact me about delivery. Delivery window #1 was set for 4-8pm Feb 7. Ok- I called off work to be home for delivery. Got call that they needed to push back to 9:30pm-10:15pm. Strange, have never received packages let alone install services that late before, but fine. Stayed up waiting for delivery. No one showed up and zero contact from the company. Called their customer service line and they were no help. Called the customer service line again Feb 8 morning. **************** told me it was out for delivery between 4-8pm FOR FEBRUARY 7TH!!! Zero help. Told me to wait for a call. No call came all day. Called their customer service line again Feb 8 evening. Was told it was being escalated but STILL couldn't give me a delivery window. Company seems like there is something sketchy going on. ******* has reached out to them as well on my behalf to no avail.

  Business Response

  Date: 02/09/2024

  Hello *******,

  We are very sorry that your delivery did not go as planned on 2/7. We have gotten this addressed at your local facility and they have reached out to you directly to let you know we will be getting this delivery completed today. We will monitor this until completion and follow up once it has been completed to see if everything went smoothly. Thank you for your feedback

  Customer Answer

  Date: 02/09/2024

   
  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:02/07/2024

  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.

  I placed my order through Amazon which originally had a delivery date of February 9th which then got switched to February 10th so I used the chat method on the rxo website to confirm that it would be delivered on the 10th as scheduled because I took the day off work they then proceeded to tell me very rudely we don't deliver on Saturdays to your area so it is going to change so I asked if I could switch back to Friday my original delivery date and she said I will email them and request that now I have received a notification saying it will be delivered on the 13th I can not continue to miss work waiting for a delivery.

  Business Response

  Date: 02/07/2024

  *****,

  We are very sorry your delivery has been rescheduled. This came into our system from Amazon scheduled for 2/10 (we have no record of this being scheduled for 2/9). However, we only service your area on Tuesday's and Fridays. This was moved to Tuesday 2/13 as it was the next available date we could offer. We have marked the delivery on Tuesday as VIP and will ensure everything goes as smooth as possible. Thank you for your feedback. 

• Initial Complaint

  Date:02/07/2024

  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.

  On January 18th, 2023 I placed an order with ******* for a washer and dryer. Delivery and installation was to take place Feb 6 by RXO. On February 6th, RXO did deliver the appliances, however it was a terrible experience. I have a new townhome and they managed to mark up every wall they passed. In addition, they did not hook up the dryer and, instead, told me to go to a hardware store where I can get the necessary materials to do so. While they did hook up the washer, you can see in the photos the type of job they did. Both the washer and dryer arrived damaged and the damage was attempted to be hidden and never once disclosed. They also rushed their work and escaped rapidly giving me no chance to inspect what they just did. I would like RXO to take care of all damages and resulting inconvenience as I now have to attempt to return and have appliances shipped once again. This really was a terrible and ridiculous experience.

  Business Response

  Date: 02/07/2024

  Hello,

  We are very sorry for the damages that were caused by our delivery team. To process a replacement, you will need to contact the vendor. In regard to the damages caused to your home, we have opened a claim under Claim # 598056. This is being addressed now and we will reach out to you directly with updates as needed. 

  Customer Answer

  Date: 02/07/2024

   
  I am rejecting this response because:
  I have yet to be contacted and will provide proper response of acceptance when the matter is fully resolved. 

  Business Response

  Date: 02/08/2024

  We just reached out to you directly and are awaiting a quote to move forward with your claim. Thank you

  Customer Answer

  Date: 02/11/2024

   
  I am rejecting this response because:
  As soon as the quote is obtained and we move forward I can perhaps accept resolution. I have to work the quote into my schedule as a result of the delivery wrongdoings. I hope you understand all that is involved as a result of this fiasco. The damage to appliances was clearly a result of the delivery crew, yet that is being pawned off on ******** Further, this is resulting in me having to reorder, take another day to receive and return, while my $$ is tied up. I also now have to use my time to find a company to provide a quote, send you the quote, and take the day off of work to have the work done. 

  Business Response

  Date: 02/12/2024

  We apologize for the inconvenience, we are very eager to resolve this damage claim as soon as possible. The sooner we can receive the estimates for repair, the sooner we can work on resolving this matter.

  Customer Answer

  Date: 02/15/2024

   
  I am rejecting this response because: either waiting for a quote or for the super to be contacted to see if they can arrange for the repairs to be conducted. I do not want to close this complaint until it is fully resolved. 
  
  

• Initial Complaint

  Date:02/05/2024

  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 Dishwasher from *******.com on 11/27/23. ******* uses only RXO for *********************** of their appliances. I have documented attempts with RXO to complete installation on: 12/16/23 12/22/23 12/27/23 12/30/23 1/27/24 2/3/24 Here's what occurred on each of these dates: 12/16/23 - Item delivered, but not installed, no reason given. 12/22/23 - RXO never showed up during delivery window. 12/27/23 - RXO arrived at the end of the delivery window but couldn't complete the install because they didn't have the right connections. 12/30/23 - RXO called to say they were on their way, when asked about the connections, they stated they didn't have them so they didn't show up. In the time between 12/30/23 and 1/27/24, I made several phone and email attempts to reach ******* and RXO to ensure that the proper connections were going to be provided on the next installation attempt. 1/27/24 - RXO never confirmed that they had the connections and I had to reschedule. 2/3/24 - No delivery window was provided on 2/2 as promised, when contacted about it on 2/2/24 at 3PM they said they were not coming during the delivery date, and that they would not be supplying the correct connections (Asked me to buy my own which would void the ******* Warranty).

  Business Response

  Date: 02/06/2024

  Hello,

  This installation has been rescheduled multiple times due to the customer needing a 10 foot hose. ********************** does not have or supply ***************************************************************************************************************** individually. Until then, we are unable to complete. We have asked ******* to send a hose to you if possible and will be happy to complete install once the 10 foot hose is obtained. 

   

  Customer Answer

  Date: 02/06/2024

   
  I am rejecting this response because:
  

   

  The item is still not installed.  ******* will not specify what type of connections must be provided to ensure the product warranty is not voided. They will not provide the hoses. I am willing to close this when the unit's installation is completed by RXO/*******. 

  
  

  Business Response

  Date: 02/08/2024

  RXO will not be able to install your unit if its with a hose that voids the warranty as that would make us liable if issues arise down the road. As soon as you have a hose that ******* provides/approves, we can set up a team to come out and install. 

• Initial Complaint

  Date:02/02/2024

  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 changed my delivery from ******* within thee stipulated delivery windows that they themselves scheduled. Pushing the delivery for 6 days!!!!!! Not 24 hours or 72 hours instead 6 days! **************** is outsourced to overseas and nobody there can get you a resolution at all! I have tried to escalate the case to a manager 2 times and nothing !! We need our washer and dryer installed in our house urgently ! We have 5 children in school age with the need to have clothed cleaned! And this is situation is a clear overbooked scenario on behalf of this company

  Business Response

  Date: 02/02/2024

  *****,

  We are very sorry that your delivery was not able to go as planned yesterday. Our team was down a truck and we were unable to find a way to make this delivery happen. However, we have reached out to you directly and gotten your availability. After speaking with our local facility, we have got you done for tomorrow 2/3 as the first stop on the route to accommodate. We will monitor this delivery tomorrow and provide updates as needed. Thank you for your feedback. 

• Initial Complaint

  Date:01/31/2024

  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.

  Yesterday 1/29, rxo would not answer their phone even though it was during business hours. The automated message said it was after hours and to call during business hours which I was. When I finally got through I told ******* at headquarters, ms. ****** I must have a delivery after 4pm on a monday-thursday. She said they could not guarantee but I had a 70% chance of the request being fulfilled and they would speak with the hub to pass along the request. When the driver called to arrive a full 7 hours too early, he said he had no record of my request at all. When the hub called back to reschedule, I told them I must have a time after 4pm and the woman on the phone said she thought they could commit to Wednesday after 4 after she spoke to management. She said she'd call me right back but didn't. The next morning today 1/30, another rep from the hub called trying to reschedule and had no knowledge of the discussion with the woman the day prior. I again said I must have after 4pm and she was able to PROMISE me Wednesday after 4pm. She said I'd get an email confirming shortly. When I got the email, it said delivery btw *******. I was livid, after being on the phone and on hold for hours about this. When I tried to call the number to the hub, it didn't accept calls. I called headquarters and spoke to Ms. ***** demanding that she get confirmation from the hub of what they promised me and to confirm if the email is erroneous. She also could not reach the hub after multiple attempts but she assured me that she left them a message and they would call me back. I still have no call back and have ZERO confidence in this company that they will keep their word. Between not answering their phones, non working phone numbers, unkept promises for call backs, and unkept promises for delivery timeframes, this customer service is just terrible. Regretfully I did not get the name of the two women I spoke to at the hub. Please help me to make sure that I get the delivery as promised.

  Business Response

  Date: 01/31/2024

  Hello,

  We are very sorry that we have been unable to accommodate your limited availability for delivery. We have gotten this addressed at your local facility to see if we can get this delivered after 4:00 PM today. We have reached out to you directly and will provide updates as needed. Thanks for the feedback. 

  Customer Answer

  Date: 01/31/2024

   
  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. They delivered today and did an excellent installation job.
  
  Thank you. 
  

• Initial Complaint

  Date:01/30/2024

  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.

  I am writing to file a formal complaint against RXO, a logistics provider for ******** regarding a failed delivery of a large television that I ordered.Order ************************* (ordered from ******** Item: QN75LS03BAFXZA Order Date: January 21, **** RXO Reference Number: ********** Scheduled Delivery Date: January 31, **** Issue:Despite receiving multiple confirmations for the scheduled delivery date, including a shipping notification on January 29, ****, and three subsequent messages confirming the delivery for January 31, ****, I was informed on January 30, ****, that the delivery was delayed. This information was relayed via email from RXO, instructing me to reschedule, with the next available date being February 7, ****.This last-minute delay has caused significant inconvenience as I had taken a day off work and rearranged my home in preparation for the delivery. My efforts included dismantling and removing the existing television setup, which now leaves me without a functional TV setup for an extended period.Furthermore, in a conversation with RXO customer service agent ****************, I was initially reassured that the original delivery date would be honored, only to be later informed that it was not possible due to issues at the local facility.Resolution Sought:I am deeply dissatisfied with the service and the miscommunication by RXO and if delivery can not be prioritized and delivered on or before February 2, 2023 I request the following:Compensation for the day taken off work and the inconvenience caused by the disruption in my home.Assurance of improved communication and service reliability in the future.This experience has significantly impacted my trust in RXO and ******** and I hope that this issue will be addressed promptly and satisfactorily.Thank you for your attention to this matter.Sincerely,******************************* ************

  Business Response

  Date: 01/30/2024

  Hello,

  We are very sorry that this delivery was originally rescheduled. Our ********** facility was down a truck for tomorrow which resulted in orders having to be pushed back. We got this addressed with the local facility however and have you back on a route for tomorrow 1/31. A time window will be generated this afternoon and provided for you. We will monitor this delivery tomorrow and provide updates as needed. Thanks for the feedback. 

• Initial Complaint

  Date:01/29/2024

  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.

  Order was placed with a misspelled address, called right away to fix this issue, which they said they did. On day of delivery we received no warning and they called once they arrived then left. They keep rescheduling our delivery day, and it seems it will never arrive, just keeps getting delayed. After calling them an abundance of times, it turns out they never fixed the address anyway, even though they said they did. I never write complaints, but *** never experienced this many problems with a delivery service, or even a company as a whole. We keep calling to make sure our address is fixed, and they keep saying the wrong address. This is an expensive order so I cant just ignore the fact that they are not fixing anything.

  Business Response

  Date: 01/29/2024

  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.
  Our records indicate that your order has been scheduled for 1/31/24. We cannot change the address on file unless we get prior authorization from Living Spaces to do so, please contact Living Spaces and have them contact us to correct the delivery address.