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

  3402 4th Ave S Fargo, ND 58103

• 

  RXO

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

• 

  RXO

  176 Grove St Franklin, MA 02038-3197

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:01/08/2024

  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.

  **************** has repeatedly no call or no show to deliver appliance. Then gives same excuse of the driver got into an accident. If a driver gets into an accident that often they should not be a delivery driver.

  Business Response

  Date: 01/09/2024

  Hello,

  We are very sorry for your experience to this point with RXO. We would like to get this addressed as soon as possible at your local facility however we are unable to locate your order based off the information from this review. We have attempted to call and text you multiple times with no answer. Please reach back out to us with your RXO tracking number so we can look into this and further assist. Thank you

• Initial Complaint

  Date:01/04/2024

  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 a refrigerator on 11/29 from a company who uses RXO as their delivery partner. Originally, the delivery date provided to me was 12/6. However, the delivery of my refrigerator has now been delayed four times. Three of these four times, I have not even been notified of the delay. I had to log in to my account to see that a delay had occurred. I have had to take days off work, reschedule a doctors appointment, and generally rearrange my life to ensure that someone could be home on the days that my delivery was supposed to occur. When my delivery was rescheduled for the third time, I chatted with an RXO employee who assured me that this is not how they typically operate and that my refrigerator would definitely be delivered 1/5. However, when I logged in to my account this morning, I saw again that there is a delay in my delivery. This is an unacceptable way to conduct business. At this point, I wish that there had been an option to just pick the fridge up myself because that would have ultimately been so much more convenient for me. This company, and their poor customer service, should not be allowed to continue to operate this way.

  Business Response

  Date: 01/04/2024

  Hello,

  We are very sorry your delivery has been rescheduled twice to this point (12/20 and 1/5). We have gotten this addressed at your local facility and we have made multiple attempts to reach you to get you scheduled for an earlier date than 1/16 (the current scheduled date). Please reach back out to us so we can get this scheduled and we will be monitoring this delivery until completion. Thank you for your feedback.

• Initial Complaint

  Date:01/02/2024

  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.

  Order #********** Claim #******-012967 ****** committed to delivering a stove without damaging my home. Instead, they hired RXO to deliver and install the appliances and the delivery person ****** damaged my floor. They are denying the damage despite ****** coming out to my home and apologizing.I want them to be held accountable for the damage so I can have the floor repaired.The business has not been responsive and *********************************** has repeatedly lied. I requested they re-open the claim and escalate, was told they would, but they did no such thing. They simply denied the claim a month later without reaching out.The contact information for the individual:RXO Last Mile *********************************** ********************************************* *************

  Business Response

  Date: 01/03/2024

  Hello,

  We are sorry for your experience to this point with RXO. We have gotten this addressed at the local facility and have reached out to you directly. As soon as we have updates, we will let you know. 

  Customer Answer

  Date: 01/03/2024

   
  I am rejecting this response because: the matter has not been resolved. The business has reached out to me directly via email, but is still internally reviewing the matter and will contact me "...if [they] have any updates."
  
  

  Business Response

  Date: 01/07/2024

  We have gotten you in contact with the local facility and they will work with you directly on this issue. Thank you

  Customer Answer

  Date: 01/08/2024

   
  I am rejecting this response because: I am in contact with a representative for RXO, but I will not close the complaint until the matter is resolved.
  
  

  Business Response

  Date: 01/10/2024

  Thank you for the feedback. We will continue to work with you until this issue is resolved. 

  Customer Answer

  Date: 01/10/2024

   
  I am rejecting this response because: I am in contact with a representative of RXO, but will leave the complaint open until the matter is resolved.
  

• Initial Complaint

  Date:01/02/2024

  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.

  So on November 21st my order was scheduled for delivery, on November 29th. Unfortunately I had to move that delivery date in order to be available for the delivery.It was moved to dec 13th, to which no one delivered, so it was rescheduled for the 16th, then the 18th, then the 26th, and the 28th. All of these times it was delayed for unknown reasons. Upon speaking with support in the beginning they told me to speak with the seller of the product and would either provide me a phone number or redirect me to one they have on file.They have redirected me to a credit management company with a similar name, a electronics manufacturer that has nothing to do with this order, someones personal phone number, and a dead line. Upon bringing this to the attention of support representatives it is ignored and they continue to insist that they redirect me.Finally I was able to get a work order approved for the pickup of the order from a local hub. The following morning I received an email saying that my order was ready for pickup on Friday December 29th. Upon arriving (within the time that the facility was supposed to be open) I was told to leave and that they were closed. Upon reaching out to support again I was told essentially the email was automatically sent to me without verifying with local stock to ensure there was a device actually available to pick up and that according to their system they didnt have any in stock and were on back order due to a shipping error. Since then every support rep I have spoken to has been unable to reach the local facility and verify if my order is available to be picked up. Nor provide anything on the status of my order. I was supposed to receive a call this morning regarding the status and never received anything, and keep being told it will be available tomorrow. However I wont be traveling back to the facility unless I have actual verification it is ready.This has been a bizarre experience and cant seem to get it resolved

  Business Response

  Date: 01/02/2024

  Hello,

  We are very sorry this delivery has not been completed and we were unable to allow you to pickup your item on Friday. We have gotten this addressed at your local facility and we will reach out to you directly with an action plan to get this issue resolved. 

• Initial Complaint

  Date:01/02/2024

  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 refrigerator on November 24. It was delivered on December 1 and was damaged. The plug was broken and it had several dents. I did not accept delivery. I was told I had to return that refrigerator and order another, which I did. The new delivery was scheduled for December 15. On that day I received a call that they were not going to be able to deliver and after much complaining by me, they agreed to deliver it on December 18. When they delivered on the 18th, the delivery men said it would not fit through our kitchen doorway (which we knew). I explained to them that they would have to remove the doors to get it through. They said they were not permitted to do that, but that they could leave it for us to do ourselves. I was so fed up with them at that point and the fridge was still wrapped in plastic, so I said fine, leave it. Later I checked RXO's policy and saw that they DO remove doors to get a fridge into a kitchen. Anyway, when my husband got home and we started to unwrap the fridge to get it moved, we found that it has two dents in the freezer drawer. At this point, I am DONE with RXO (we had another similar experience with them last year for a washer and dryer.) I immediately called (on 12/18) and requested to return the fridge. They said they would get back to me to schedule. I said it must be gone before Christmas as I don't have anywhere to put it. They refused to come before Christmas despite my repeated calls and emails. I finally gave up and scheduled for a pickup online on the soonest date showing available, which was January 2. Now, today, I just went in to check on the website and it says my pickup is scheduled for January 10!!!! I have had a refrigerator sitting in my living room for the entire holiday and I have had over $2000 on my credit card that will not be refunded until the fridge is picked up! There are many other problems too...mud ALL OVER my house from their shoes, claiming 30 minutes away and then here in 5 and almost leaving!

  Business Response

  Date: 01/02/2024

  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.? 

  Customer Answer

  Date: 01/02/2024

   
  I am rejecting this response because: I have not heard from RXO about picking up the refrigerator. It is still sitting in my living room.
  
  

  Business Response

  Date: 01/02/2024

  We have moved your pickup date from 1/10 to tomorrow 1/3. Your time window for tomorrow is 2:30 PM to 6:30 PM. We will monitor the route tomorrow and provide updates as needed. 

• Initial Complaint

  Date:01/02/2024

  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 ordered a ******* induction range which was to be delivered on 12/30 by RXO and was given a time window of 2-6 pm. Since there was no text message or other confirmations, we called RXO at 11 am and was told that the delivery is scheduled to happen between 2 and 6 pm. Close to 6 pm, still no call, so we called RXO again and they finally informed us that they can't deliver it since their local handler can't verify the delivery address (they should have told us sooner!). We made sure it is delivered the next day morning by calling the RXO again. On 12/31, there is no call or delivery again. So we called RXO again (disconnected numerous times during this attempt) and one said it shows up as 'delivered', and another rep said it is rescheduled to 1/2. We also called ******* and was told that RXO is saying that it is on 'hard hold' due to failure to verify the delivery address (during the past 10 years of living here, we never had any issues with delivery address with anyone else!). Now RXO is saying that someone will call us later today or tomorrow morning about the situation, but at this point I am not sure if the delivery will happen any time soon based on all the complaints I read at BBB and Reddit about how RXO has been handling delivery issues. *** and New Year, we don't have any means to cook thanks to RXO. No one out of many people we called tried to resolve the fundamental issue which is verifying the address that for whatever reason the local handler is experiencing. I am hoping to receive the range ASAP by filing a complaint here as it seems at least RXO does care about the complaints filed here. Please deliver it to the address on file, or at least bring it to close to the address and call us the number you have on your file. We are in a townhouse style condominium, so the driver should be able to easily find us if they call us while in our complex. I don't know what GPS tools they use, but a simple ****** map search will bring you right at our door!

  Business Response

  Date: 01/02/2024

  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.? 

  Customer Answer

  Date: 01/02/2024

   
  I am rejecting this response because:

  They ended up losing the package. The whole process needs to be restarted, thanks to RXO. We didn't have the means to cook over the new year's holiday and will continue to be in 'camping mode' until it is resolved.

  
  

  Business Response

  Date: 01/04/2024

  Hello,

  The replacement has arrived from ******* and we have you scheduled for 1/6. We will be monitoring this delivery until completion on 1/6 and provide updates as needed. Thank you

• Initial Complaint

  Date:01/02/2024

  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.

  Worst delivery experience to date. Not only was our delivery window scheduled & confirmed yesterday 12/30/23 but we received a call from the driver indicating he would arrive with ***** minutes. We emptied current ********************** of all items as instructed. Its now 18 hours later and weve gotten the runaround and scripted replies from the outsourced customer service team. No delivery. No refrigerator. And given the holiday my guess is we wont hear anything until Jan. 2nd. I do not recommend buying items directly from ******* if they continue to use RXO as their delivery company.

  Business Response

  Date: 01/02/2024

  *******,

  We are very sorry to hear that your delivery did not go as planned on Saturday. We have gotten this addressed at your local facility and have reached out to you directly to partner with you until this delivery is completed. We will be reaching out to you today to let you know how quickly we can get this delivery back out to you. As soon as we have an update, we will reach out. Thank you for your feedback.

  Customer Answer

  Date: 01/02/2024

   
  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:01/02/2024

  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.

  We purchased a dishwasher online from ******.com. It included "free delivery and installation". We were unaware that this service was being subcontracted to RXO. We were also unaware that RXO was subcontracting it out to ************** ******************* We received proper notification of their arrival date and time. When they arrived, the team had no notes on their paperwork that they were to install the dishwasher, only deliver. I asked the team, "Do you normally do the installs?" and they replied "Yes, we do". I asked them if there was anyway they could get clarification from management and go ahead and do the install, being that we had already waited nearly 2 weeks for delivery/install. They looked at each other and said, "Ma'am, we're going to take care of this, we only have one more delivery". So they began the install and I went back to my home office and continued my work. When they were finished, I met them at the door and they said that it was all installed and ready to go but one small issue, it didn't go all the way into the opening and "sticks out just a bit". I thought it would be fine, since they were "professionals" and said goodbye. Upon inspecting the dishwasher, we immediately noticed it stuck out VERY far, was screwed into our counter-top with brackets that stuck out and were sharp. When we ran the first load, it began giving 2 error codes, and shut off, setting off an alarm that went off every 6 seconds. We had to shut off the power breaker to the kitchen. We called ****** and they said that RXO would be back out in 3-8 days to repair. On day 5, we noticed our floor was buckling. After pulling out the dishwasher, we noticed major flooding had damaged cabinets and flooring. Again more calls. No response. We had to call a ******************* to fix the flood damage. Our home is still torn apart with no running water in our kitchen, and many of the cabinets and flooring ripped out. 25 days, $35k in damages, and still NO HELP!

  Business Response

  Date: 01/02/2024

  Hello *****,

  
  We are very sorry to hear that your installation did not go as planned and caused damage to your home. Your local facility is aware of this issue and we will be monitoring this until your issue is resolved with insurance. Thank you for your feedback 

  Customer Answer

  Date: 01/05/2024

   
  I am rejecting this response because:

  Today marks 1 month since ****** / RXO/ ****************** installed our dishwasher and it has damaged our home to the tune of $35-37,000.  (see attached estimate)  We had to hire our own remediation team because NO ONE at ****** or RXO would come out to repair our dishwasher install. In fact RXO CANCELLED two service appointments with us for an Install check with no reason given!   NO ONE has been to our home to help us in spite of REPEATED calls and requests. We have had NO functional kitchen. We are living in a total mess. We had to cancel all holiday baking, cooking and family events. We had to cancel a family trip to *******, We have been eating pre-made and take-out meals since our entire kitchen is packed up and taking over our entire loft. We are sick of it. All of the stress of this has caused us to have anxiety, lose sleep, and we are both sick with respiratory issues, not helped by all of the fine white dust left in the aftermath of the remediation company and the stress. Attached is an estimate for restoring our home. Until we have a check for this amount to start the repairs of our home, plus the promised compensation for what we've been through, we will not be satisfied that ******-RXO-****************** have satisfied the reason for this complaint.

  Sincerely,

  ***********************

   

  
  

  Business Response

  Date: 01/10/2024

  *****,

   

  Again, we are very sorry for the experience you have had to this point with RXO. This has been handed off to insurance and we continue to do what is necessary to expedite this process in any way. 

• Initial Complaint

  Date:01/02/2024

  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.

  As it seems with many other reviews here, RXO is uncommunicative and unreliable with last mile deliveries. 12/29, I am due to receive a steam closet with arrival time between 2-6pm. Ive wasted my entire day waiting for my delivery to arrive. Ive called customer service five times to resolve this issue and as of 10:40pm, I still have not heard any updates. I dont have any other times to be able to have the steam closet delivered, so some serious action needs to be taken by RXO to resolve this issue. RXONC70OUGYQ5ZPK23

  Business Response

  Date: 01/02/2024

  Hello,

  We are very sorry your delivery did not go as planned on 12/29. 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 updates, we will reach out to you directly. Thank you for your feedback.

• Initial Complaint

  Date:01/02/2024

  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 craft cabinet on Amazon on Black Friday for $470 with free white glove delivery from RXO. Amazon let me pick the day and time so I picked 12/12 at 5-7 as I have an infant and a husband whose been having seizures that I have to provide transportation to.The cabinet was damaged in transport and my order was automatically refunded with no chance to order at the same price. I contacted Amazon and after 1.5hours on the phone with them, they informed me that they would credit the difference once I received the item, but that I had to order it at the higher price. I did so and scheduled delivery for 12/22 at 5-7pm. You get a lot of communication from RXO about how theyll call and confirm the delivery window the day before, but that didnt happen. I received an email 12/21 stating the delivery window was ****. Obviously thats frustrating, but I rescheduled my day to accommodate. At 2pm nothing so I call the number provided. I speak to someone in a call center that doesnt speak English well and she transfers me to someone else who then tells me I need to talk to the ****** office and gives me a number to call them. 1.5 hours later, the customer service rep at ****** cancels my delivery and hangs up on me. I then start getting numerous emails about rescheduling. At this point, the gift wont make it for the holiday and theres no time to replace it. I call Amazon customer service explaining my frustration trying to get my money back to get a replacement gift and they say theyre going to have someone call me back because they cant cancel it as RXO listed they attempted the delivery when they did not, but no one ever calls. Over $500 of my money held up with no interest or gift!Begrudgenly I reschedule the delivery again for 12/29 and give the recipient a IOU for the holiday. Then I get a call on 12/28 from RXO to find out if I want to cancel. She promises me that Ill get the item between **** the next day and shed call me herself if that changes then 2-5

  Business Response

  Date: 01/02/2024

  Thank you for taking the time to communicate to us why our recent delivery attempts 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.? 

  Customer Answer

  Date: 01/02/2024

   
  I am rejecting this response because: all theyre stating is they are escalating it. They have not addressed it at all.
  
  

  Business Response

  Date: 01/02/2024

  Hello,

  It has been addressed and we reached out to you directly to try and resolve the issue. Thank you for your feedback

  Customer Answer

  Date: 01/02/2024

   
  I am rejecting this response because:
  I was called and asked when I wanted to schedule delivery of the cabinet that Amazon accepted as a return. No clarification if it was in compensation for this debacle. Then I got a call telling me that management decided I deserved a $75 gift card. The individual didnt say what the gift card was for or anything. When I asked and informed her Im paid over $75 an hour and wasted more time dealing with this debacle, she kept saying she couldnt hear me and hung up. This is not handled in any regard. Do better.