Business Profile

Trucking Transportation Brokers

RXO

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

931 total complaints in the last 3 years.
496 complaints closed in the last 12 months.

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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:01/26/2024
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.
I ordered from IKEA and was supposed to get several furnitures delivered for my new apartment by RXO on the 25/01. The time window provided by the RXO order tracking system was between 1 and 5pm. I took a day off and waited all afternoon in my empty apartment for my furnitures to be delivered, but it never arrived. I called them twice, and they repeatedly provided me with very generic and vague answers that my delivery should still arrive later today, and even outright lied and said that the delivery truck was en route and that my apartment was the next stop. I waited until 10pm, to no success. I called them again, asking for information on why my delivery never arrived and why I never received any significant/correct update on its status, and they redirected me to the customer support from IKEA which is completely irrelevant as IKEA is not responsible for the complete lack of professionalism and respect displayed by RXO. It is an absolute shame.
Business Response
Date: 01/26/2024
******,
We are very sorry that your delivery did not go as planned. We have gotten this addressed with your local facility and they have gotten this back on the schedule for Tuesday 1/30. We will be monitoring this delivery until completion and provide updates as needed. Thank you for your feedback.
Initial Complaint
Date:01/26/2024
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.
Had a refrigerator delivered to ******* address. I'm in **. Delivery was scheduled more than a month after purchase (soonest I could get Jan 6th between 12 and 4) They showed up at 10:18 and if I couldn't get someone into the house it would have to be rescheduled even though I had a time slot of ****. Neighbor let them in and they went through back door for no reason. They didn't want to remove parts etc. Excuse. They caused damage to screen door and tile floor/ concrete. So not only was the delivery time botched but they then caused damage. Spoke with a ***** who was handling this for a few days. He offered a $20 then $200 gift card but didnt want to start a claim. I never received a gift card Lie number 1 and 2. I was contacted by 2 different ladies at RXO and finally a ******* who was going to send a check in the mail several weeks ago. Lie number 3.
Business Response
Date: 01/26/2024
Hi *******,

Your claim is still in progress and our claims team emailed you our Settlement and Release form to you yesterday via email. We are awaiting your response and to get that form signed and emailed back to us. We will continue to monitor this claim and provide updates as needed. Thank you for your feedback.
Customer Answer
Date: 01/26/2024

I am rejecting this response because: my claim as closed. The email received was not consistent with any of the communications with ***** or whoever. My damages are still not fixed not have I received any compensation

Business Response
Date: 01/27/2024
Hello,
We are awaiting the signing of the *** that was signed by you. Once signed, we will get your compensation out to you as soon as possible. Thank you
Customer Answer
Date: 01/29/2024

I am rejecting this response because: I was told I would be receiving a $200 gift card in the mail as per conversation Jan 8th, 9th. I was then offered $500 a few days later and asked for my home address which I provided. In both conversations I was told I would get these in a few weeks. After a few weeks I am told that neither were sent out and that I would have to sign an email. I have not received either forms of repair and or compensation. I am being told that $100 was sent on Jan 24th. Amount and timeline is different than Jan 9th conversations. I have no faith in what the company offers based on the misinformation I have received to date. The signature request is missing much pertinent information like a claim number etc. I was told claim was closed prior to any resolution. It doesn't seem like a valid request or document. I would waive the signature of the document anyway. My home has been damaged by Lowes delivery company. Rxo. My home is not repaired. We are going on a month since the damage occurred. No one can explain the delays in processing payments and why so many weeks were expected to receive any payments. I have asked for the help of the BBB because I don't believe the company has intentions of helping me out in this matter. Compensation, repairs etc. Too many people have told me many different things and there is no remedy action on theirr part.

Business Response
Date: 01/31/2024
An $100 gift card was processed on 1/24 and it typically takes ***** business days for the gift card to arrive via mail to your location. We have been in contact with the ********************** letting them know the importance of the signed SNR to move forward with this claim.
Customer Answer
Date: 02/02/2024

I am rejecting this response because: I have not received any compensation or promise. I was advised by Lowes that I can waive any forms sent and receive a quick form of payment. Not a check or gift card like venmo or zelle etc. Is this also not the case? I have been told too many different things by different people and nothing has happened yet.

Customer Answer
Date: 02/02/2024

I am rejecting this response because:

Date Sent: 2/2/2024 12:04:13 PM

I am rejecting this response because: I have not received any compensation or promise. I was advised by Lowes that I can waive any forms sent and receive a quick form of payment. Not a check or gift card like venmo or zelle etc. Is this also not the case? I have been told too many different things by different people and nothing has happened yet.

Business Response
Date: 02/02/2024
Hello,

Your gift card will arrive in the mail within ***** business days. To receive additional compensation from RXO, we are awaiting the signed SNR letter and have been working with Lowes in regard to this.
Initial Complaint
Date:01/26/2024
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.
********************************* phone is ************ if needed (Senior Manager, ************* I have ordered two appliances from Costo.com in the last two years. Both times they have outsourced delivery and install to this company. Both times this company has delivered the appliances they refuse to install the items and I have to contact ****** to get it resolved. I am also planning on filing a complaint with your department on ******.com. After the first time I recommended they not use this vendor ever again.The first order was on 7/2/22 Order number #********* from ******.com a ** Refrigerator It was delivered by them on 8/3/22 (a very long wait), they refused to install the refrigerator and did not haul away the old refrigerator like they were supposed to.They had someone come back either 8/4/22 or 8/5/22, I can't remember. He took the old frig away but still refused to hook up the new refrigerator because he didn't know what a reverse osmosis system was. ****** gave me a credit of $120 I think to have a plumber install the new frig.This order was on 12/10/23 ******* washer and dryer w/ pedestals Order # ********** and it was scheduled for January 12, ****. Due to the snowstorm they had to reschedule but refused to deliver it any sooner than today 1/25/24. They showed up today and said, it isn't on my workorder to install this. I said can you at least take it inside, they said no. They gave me a card for ****** and left. This company has terrible customer service and I want it documented so if they have enough complaints the state will take action. I also hope be filing a similar complaint against ******, they will consider a new vendor search for my area.*********************** (***)
Business Response
Date: 01/26/2024
Hi *****,

We are very sorry your product did not get installed upon delivery yesterday. We have gotten this addressed at the local facility and ****** and have created an installation work order for you. It is scheduled for today 1/26 and will be completed between 9:00 AM to 1:00 PM. We have reached out to you directly to get this addressed and we thank you for your feedback.
Customer Answer
Date: 01/26/2024

I am rejecting this response because: The RXO people who showed up unpackaged the dryer and it has a dent in the right side. I wanted them deliver it, it isn't their fault. The dent was in the side as they unwrapped it. However, I have put a request into Costo for a replacement and I will not **** this complaint as complete until I have a damage free dryer installed per their agreement w/ Costco. If RXO takes two weeks to a month to deliver the new dryer, that is not acceptable. I will expect them to deliver it within 2 business days of receiving it from Costco.com. I'm happy to send a photo of the dent if needed.

Business Response
Date: 01/27/2024
Hello,
As soon as we get the replacement, we will ensure this is sent out as soon as possible due to your circumstances. Thank you
Customer Answer
Date: 01/29/2024

I am rejecting this response because: I want to wait until the replacement driver is received in a timely manner.

Business Response
Date: 01/31/2024
We are currently waiting on the product to arrive at our facility and a work order to be sent to us from the vendor. As soon as product arrives, we will ensure to get this completed the next business day that works for you.
Customer Answer
Date: 02/01/2024

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.
RXO, please be advised **** from ****** called me about my complaint and offered me a discount on the dented dryer. He said he will handle returning the order back and logistics with ******. At this time. I do not need the replacement.

Thank you.
Initial Complaint
Date:01/26/2024
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.
RXO delivered a treadmill from Peleton to our house. The delivery driver broke a pillar outside the front steps of our home. RXO said they would send us a check to cover the amount of the broken pillar but all communication has ceased and we have yet to receive the check, despite giving RXO the requested estimate.
Business Response
Date: 01/26/2024
Hello,
This has been addressed with our claims team and we are still working to get that compensation out to you. We will reach out to you directly with further updates as needed.
Initial Complaint
Date:01/25/2024
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.
On 01/14/2024, I purchased two items from IKEA and RXO was in charge of delivering my order. The first attempt was for 01/18/2024. On the day before, I received a message from RXO saying that my order will be delivered the next day from 8 AM to 8 PM, and that I will receive a phone call 30 minutes before the delivery time. The day of the delivery I did not receive any phone call. But around 12 PM I received a text message saying "Sorry the order could not be delivered because nobody is at home". I had stepped out but wasn't far. If I had had the phone call I could've made it home in 10 minutes.The delivery was rescheduled for January 24. I called them and I connected to their live chat twice to let them **** that nobody will be home before 3 PM so can the delivery man come in the afternoon? They said no problem and put a note on my account (twice) by two different persons. The day of the delivery, I received a text message saying that my order will arrive between 12 PM and 4 PM. Surprisingly, at 10:51 AM I received another text message saying "Your order is on its way and will be delivered in 30 minutes". But it wasn't 12 PM yet so I was at work and I had already told my supervisor that I will be going home at 12 PM. I came home, didn't see anything, not even a not on my door, like the real delivery companies do. I waited from 12 to 8PM and nobody showed up. Frustrating right?
Business Response
Date: 01/26/2024
Good Morning,
We are very sorry your delivery has been rescheduled twice to this point and the delivery has not gone as planned. We have gotten this addressed at your local facility and you are back on the schedule for Sunday 1/28. We will be monitoring this delivery until completion and provide updates as needed. Thank you for your feedback!
Initial Complaint
Date:01/25/2024
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.
We were supposed to have delivery of a ******* washing machine on Jan. 16th then they switched it to Jan. 24th. So we waited patiently. On Jan 24th, they said they tried to deliver but we weren't there. We were told we would have 30 minutes to prepare before delivery but as you can see by the attached text messages, that was not the case. The driver notified us at 2:19 pm. My son in law works 10 minutes from the house and as soon as we got the text, he left work and got there by 2:30. I attempted to call the driver, but he would not answer his phone. Text messages were sent and he was aweful! He sent me a screen shot of all of the phone numbers from his deliveries for the day. I called the number he called at 2:27 (8 minutes after he tried to contact me via text) ************** and she told me he called her saying he was at her door (apparently, at ours) she explained to him that it was the wrong address and he left. So, not only did he not give the 30 minutes as promised, but he also didn't wait around to figure out that he was at the right address just the wrong person. We tried to resolve the situation with RXO-the delivery company and they were HORRIBLE!!! Now they are saying we can't get the delivery until Feb. 2nd. I tried to cancel with ******* and after talking to 4 people on chat and being disconnected, we were told that we couldn't cancel until it was delivered and we refused it. In the mean time, we have to spend more money getting another machine and go through all of this additional stress especialIy dealing with the delivery company RXO and their not so nice driver. They dropped the ball and then treated us like garbage.
Business Response
Date: 01/25/2024
Hello ****,
We are very sorry that your delivery has not gone as planned to this point. We reached out and got this addressed with the local facility and we are able to bring your delivery date up to 1/27 from 2/2. We gave you a call (LVM) to confirm this. We will be monitoring this delivery on Saturday and providing updates as needed. Thank you for your feedback.
Initial Complaint
Date:01/25/2024
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.
Delivery diver was scheduled to come between 7am and 11 am. Driver shows up per ring doorbell footage at 6:55. They advised they attempted to call but I never got it. My husband goes outside at 7:20 and advised driver we are here and they said call and reschedule my husband says come on youre still here, Ill move it myself and they said no. Their truck wouldnt start and they proceed to sit in front of my house with my merchandise for over an hour and would not give it to us. Someone came to give them a jump, they finally left and came back 10 minutes later, sat for about 1 minute and pulled off again. I want a refund for my bed and my time wasted
Business Response
Date: 01/25/2024
Hello *****,
We are very sorry for your experience with the Delivery Team this morning. We have gotten this addressed at the local facility and are gathering details. We have requested to get this delivery out to you ASAP and have reached out to you directly to partner with you until this delivery is completed. As soon as we have further updates, we will reach out and let you know.
Initial Complaint
Date:01/25/2024
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.
My item that I purchased from livingspaces has been in ******** ** with RXO who is suppose to delivery my item. It has been with RXO since JAN 9 ****. Since then I have been rescheduled 7 times to the date. Please see attachments for proof. I have called RXO multiple times and every time they guarantee the next delivery my item will be priority and delivered. Again, 7 reschedules later and no item. I am very frustrated and at this point no longer want my product. This is the worst customer service I have ever dealt with. ********************** should be embarrassed to even be in business. Also, in their tracking it appears like they dont show rescheduled history like they are trying to cover their tracks.
Business Response
Date: 01/25/2024
Hello,

We are very sorry your delivery has been rescheduled multiple times. We have gotten this addressed at your local facility and we have gotten you back on the schedule for tomorrow 1/26 with assurances this will be completed. We will be monitoring this delivery until completion and will provide updates as needed. Thank you for your feedback.
Initial Complaint
Date:01/25/2024
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 ordered a microwave from ******* with included installation and haul-away on December 6, 2023. I received email confirmation with anticipated delivery on 12/21/2023. RXO ended up contacting me via email on 12/22/2023 (a day AFTER originally planned delivery) to schedule delivery for 12/26/2023. On 12/26/2023, they delivered the microwave but said they were not responsible for or able to install it. I contacted ******* via chat, but was disconnected and was alone with both kids. We ended up getting in touch with them on 1/4/2024 when RXO still hadn't reached back out to us. ******* had "escalated it" with RXO and we would have installation by January 9th per the ******* email. Instead of INSTALLATION on 1/9/24, RXO called us on 1/9/24 to schedule. They were only able to schedule it for 1/22/24 at the earliest. I asked them to move it earlier because of the delays, and they said they were unable because the licensed third-party installer was not available. On 1/20/2024 at 10:59am, I received a confirmation call from RXO that they would be providing installation on 1/22/2024. On 1/22/2024, my husband took off work to be there during the 10am-2pm window, and no one called or came. I reached out to XPO directly, and they attempted to schedule us for 02/09/2024. I complained that this was completely unreasonable to push us 2 more weeks out for their error, that I was not willing to have myself or my husband take more time off work given their lack of reliability, and that we should have this installed right away given the major inconvenience and lack of fulfillment of their contracted obligation. I then contacted ******* and again had them escalate the matter. They said RXO was the only option, and RXO would be reaching out to me.
Business Response
Date: 01/25/2024
Hello,

We are very sorry for your experience to this point with RXO. We reached out to you directly yesterday and your installation has been scheduled for tomorrow 1/26 inside the 12:30-4:00 PM time window that you requested. We will be monitoring this installation until completion and will reach out to you directly with any updates. Thank you for your feedback.
Initial Complaint
Date:01/24/2024
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.
We ordered a ** from ******* on January 17. The ** was supposed to be delivered today, Jan 24. RXO called and said that they were having truck inspections today and asked that we reschedule for Jan 25. We agreed. We then receive an email asking to schedule another date. I find out now that the ** is scheduled for Feb 1 although I already took off work for Jan 25.
Business Response
Date: 01/24/2024
Hello,
We are very sorry that your delivery was rescheduled and that 2/1 was the first available date we were able to offer. We got this addressed at your local facility and they have gotten this rescheduled for tomorrow 1/25. A time window will be generated this afternoon and we will provide it for you. We will monitor this delivery until completion and provide updates as needed.
Customer Answer
Date: 01/27/2024

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.

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RXO is NOT a BBB Accredited Business.