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

  620 Yankee Doodle Rd Ste 100 Eagan, MN 55121

• 

  RXO

  1258 Humber Place Unit B Ottawa, ON K1B 3W3

• 

  RXO

  608 Business Park Ln Knoxville, TN 37932

• 

  RXO

  4279 Crosspoint Dr Ste O Ladson, SC 29456-6750

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:01/23/2024

  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.

  In December, I ordered a dryer by phone through ********** and informed that my dryer would require an adapter for connection. On 01/11, RXO came to my home with the purposes of delivering and installing my dryer. The dryer was delivered but not installed. The delivery people did not have an adapter and attempted to have me sign that my dryer was installed although it was not. I called the ********** hotline and I was asked to order the adapter online through Amazon. The next scheduled appointment was 01/17, in which RXO did not show due to "frozen diesel" in trucks. When informed that my appliance was already delivered, no accommodations were made. RXO was scheduled to come to my home 01/23. I had to call only to be informed that my appointment has been rescheduled without my knowledge. The customer service is horrible and inconsistent. I have a $1000 appliance that I am unable to use due to RXO's negligence.

  Business Response

  Date: 01/24/2024

  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.

  We have contacted the local facility in regard to this issue and they will reach out to you directly to get this issue addressed and resolved. 

• Initial Complaint

  Date:01/22/2024

  Type:Product 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 business was supposed to deliver my TV on 1/18 and has refused to do so. I have attempted to reschedule multiple times and they have yet to do it. I have called multiple times and messaged multiple times and no one will help. I just want my stuff.

  Business Response

  Date: 01/22/2024

  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 was delivered today 1/22/24.  Please advise if you still require assistance.

• Initial Complaint

  Date:01/22/2024

  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 very large sectional couch for $4500 from living space. RXO is the delivery company that is supposed to be delivering my couch. They continuously call me and reschedule day after day after day and theyre refusing to deliver my couch in a timely fashion, or just deliver my couch at all. It has been sitting in there facility for three weeks now.

  Business Response

  Date: 01/22/2024

  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.
  We are escalating this complaint to the Senior Manager at the hub to address; we will work towards a resolution. 

• Initial Complaint

  Date:01/22/2024

  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 is a shipping a logistics company. Spent -$3500 for them to deliver a product to my location. Company called the morning off delivery date saying they left my products at the hub and would not deliver them as scheduled.

  Business Response

  Date: 01/22/2024

  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.

  We are not able to locate your order using any of the information from your complaint. Are you able to provide an RXO tracking number or retailer reference number that can be used to locate the order?  Or perhaps the order is under a different name and phone number? 

• Initial Complaint

  Date:01/22/2024

  Type:Order 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 deeply dissatisfied with the services provided by RXO as they have failed to honor our agreed-upon settlement of $500 for damages caused to my property during the delivery of a couch. Despite having a signed agreement in place and returning the necessary documentation almost a month ago, I have yet to receive the promised reimbursement. This lack of accountability and delayed response is unacceptable, portraying RXO as a deceptive and predatory company. In light of these fraudulent practices, I intend to escalate the matter with ******, their partner in this transaction, to ensure that appropriate action is taken. I demand the immediate fulfillment of the $500 settlement as agreed upon to rectify the damages incurred during the delivery process.

  Business Response

  Date: 01/22/2024

  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.

  Your claim was finalized on our end on 1/15/24.  Please be advised that you will receive a check for the agreed amount in the mail ***** business days from the date the claim was finalized via USPS.  You can leave this complaint open until you have received your check.  

  Customer Answer

  Date: 01/22/2024

   
  I am rejecting this response because:
  

  RXO has not delivered this check as of 1/22/2024.

  
  

  Business Response

  Date: 01/23/2024

  This claim was processed on 1/15. It will arrive within ***** business days so I would be on the lookout for it to arrive early next week. Thank you!

  Customer Answer

  Date: 01/25/2024

   
  I am rejecting this response because:
  

  Will close case once check has arrived.

  
  

• Initial Complaint

  Date:01/19/2024

  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 wish I had read the Better Business Bureau reviews before ordering anything through RXO. It appears lack of delivery is a habitual problem. I have twice had deliveries canceled the day of. I have to take time off to receive the delivery. Then the only avaible date for reschedule is a week out The customer service representative gives you the verbal equivalent of shoulder shrug when you ask them about solutions or possibly earlier dates. I even offered to come to the shipping hub in order to pick up my exercise bike myself but was told this is not possible. They site road conditions but I have had *********** and Amazon deliveries received multiple times in the last few weeks with no problems. When I bough the bike I received a free memebership to an exercise program. By the time the bike will "supposedly" get her that free membership will be over. At the end of the day I'm not mad, just deeply dissapointed with the lack of followthrough and overall lack of care from this company.

  Business Response

  Date: 01/19/2024

  Hello *******,

  We are very sorry that your delivery has been rescheduled multiple times. It was not able to be completed on 1/10 or 1/17 due to inclement weather in our hub's area. We will be getting this addressed at your local facility to ensure the delivery on 1/24 goes as smooth as possible. Thank you for your feedback and we will reach out to you directly if we have further updates

• Initial Complaint

  Date:01/16/2024

  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.

  Ordered sofa and chair thru Wayfair, they use RXO as the delivery folks.RXO gave me a delivery date but the early eve canceled my delivery in the last mile like others. I believe the excuses are they OVERBOOK DELIVERIES THEREFORE CANNOT MAKE ALL DELIVERIES USING A MULTITUDE OF EXCUSES.I AM CURRENTLY WAITING... GETTING READY TO GET REFUND ASAP IF I DO NOT HEAR FROM WAYFAIR OR RXO.people do your research ordering ********** items. Af per the request we got rid of old furniture only to have no furniture until we actually get this. I don't hold out much hope after reading the reviews!

  Business Response

  Date: 01/17/2024

  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.
  We are currently working on your request.  You have been advised that we only partially received the order from Wayfair.  We are trying to confirm with our *** that the rest of the order has not been received.  Due to inclement weather, the *** is currently closed until Thursday.  We will reach out to you on Thursday once we have checked with the *** and are able to provide more information.  

  Customer Answer

  Date: 01/18/2024

   am rejecting this response because:

  RXO should NOT have called me with the delivery time if they did not have the order.

  According to the tracking I had it was in the last mile part where the communication stopped. I reached out to Wayfair and they told me rarely is a large parcel order this size gets lost.

  It scanned at last destination as it should have. The tracking stops right at RXO DELIVERY END. I DO NOT UNDERSTAND THE ISSUE... Why call a customer and give a delivery date if you DON'T have possession of what's to be delivered. That's what causes these types of unwarranted issues.

  The customer prepared for delivery... Moving old out... Now no furniture at all until it's found. That's a terrible inconvenience for the customer. I do understand the weather issue, however it did not impact when it was to be delivered IF they had delivered as per delivery date and time. Weather was perfect then.

  I am waiting to find out if it's now lost or somewhere in their hub. SMH...

  SO NO IM NOT SATISFIED. I COULD HAVE BOUGHT LOCALLY AND NOT HAD THIS ISSUE.

  NOW IM IN LIMBO. 

  Even though payment has been docked from my credit card. 

  
  

  Business Response

  Date: 01/19/2024

  Hello,

  Our facility has split the order and scheduled you for delivery on 2/1. We have contacted the hub for an earlier date and will reach out to you directly if we have one. If we receive the 2nd piece of this delivery, we will also add it on for delivery. Thank you

  Customer Answer

  Date: 01/22/2024

   
  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:01/12/2024

  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 was coordinated by ******* for a Washer and Dryer deliver and installation. The day of deliver the employees first said our doorway was too small (this is with the wrapping which added 2 inches), then they said it was the walkway being too muddy due to the rain, they said then said the stairs were too steep, and when we offered to put wood over the mud they said they did not have time since so much time had been wasted. Getting through their customer service to speak with someone is a headache and frustrating and then I spoke to the manager who assured me the next delivery would go smoothly. Today they came out and instantly had issue with the pedestal and then it was "corrosion" around my pipes. My house is 100 years old. I also replaced those pipes not too long ago, but they get wet from being under the bathroom and they are primarily PVC. I received a call about this from the branch and I eventual spoke to ***** the manager. I was upset due to having to rearrange my schedule two days and my husband losing a day of pay for the first day, but she insisted I was screaming at her. I was not and this was also sexist for insisting that an assertive woman is screaming. She made some other issue ridden statements and that is when I hung up and had them return the items. If they are going to be so strict with their deliveries they should send a list of their requirements beforehand. ***** is just completing lame and should stay out of the bars.

  Business Response

  Date: 01/12/2024

  Hello,

  We are very sorry that your delivery was not able to be completed with RXO. We are getting these issues addressed now at the local facility and will address the issues you had with ***************** Thank you for your feedback.

• Initial Complaint

  Date:01/12/2024

  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.

  I had 4 appliances scheduled for delivery and installation, and ******* used RXO for this in the ********* area. I got a notification that the delivery was 30 minutes away at about 11AM on January 10, ****. I noticed a missed call (no text) from a number I didn't recognize at 11:41 after I had just emptied out our refrigerator and freezer. Maybe it was RXO? I called back within 5 minutes, but nobody picked up. Tried calling and texting, no response. Then I saw that my delivery was marked as "customer not home." When I called support, they told me that the drivers had waited for 15 minutes before they left, which is flat-out false. We live in a gated community, and apparently they never even went through the gate or contacted me for the gate code. This wasn't really a delivery attempt, it was delivery attempt theater and not an honest attempt to contact the recipient. The only resolution they offered was to reschedule once the truck was back at their depot, even though they couldn't have possibly been more than a few miles away when I called. We've had this delivery set for a month, and rearranged our house and schedules to get it done. RXO's poor communication, dishonest drivers, and bad service are really disappointing.

  Business Response

  Date: 01/12/2024

  Hello,

  We are very sorry that your delivery did not go as planned on 1/10. We have gotten this addressed at your local facility to see how quickly we can get this delivery back out to you. As soon as we have further updates, we will reach out to you directly. Thank you for your feedback.

• Initial Complaint

  Date:01/12/2024

  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 piece of furniture from IKEA that was to be delivered on Saturday, January 6, ****. That morning I received an email as well as a text message, confirming the time of delivery and a notification that my item was out for delivery. About an hour before the end of the delivery window, I receive a text message stating that there was an exception, and that the delivery attempt was failed. I was at home the entire time and had made arrangements in my home to fit the piece of furniture upon contacting the company to find out what happened, they were unable to provide me with a sufficient reason , just letting me know that it appeared to be on the trucks end possibly a flat tire or something and that they would be able to have my item to me by January 11, ****. I received a phone call later telling me that my item was actually not ready to be scheduled for delivery, and that someone would be contacting me later to schedule a time , Ive been received communication that my item was scheduled for delivery on January 16, ****. This has come with no explanation as to what has happened with the item that I was informed was already out for delivery I have paid for shipping charges, which, fortunately IKEA has now refunded , but I have received no further communication about my item, and I honestly have no confidence in it being delivered to my home on the date. I am now being told it will be here.

  Business Response

  Date: 01/12/2024

  Hello,

  We are very sorry that your delivery did not go as planned on 1/6. This is being addressed now at your local facility and they have marked your delivery on 1/16 as "Priority" to ensure this delivery is completed on 1/16. We will monitor this delivery until completion and provide updates as needed.