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

  4600 Tiedeman Road Unit B Cleveland, OH 44144

• 

  RXO

  620 Yankee Doodle Rd Ste 100 Eagan, MN 55121

• 

  RXO

  9340 Cabot Dr Ste C-D San Diego, CA 92126-4397

• 

  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:12/29/2023

  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.

  I had ordered a refrigerator from ******* that was scheduled to deliver from RXO team on December 16th 2023. They uninstalled our old refrigerator and moved it downstairs in the garage and then they realized that the new refrigerator couldnt fit inside our main door as it was 36 deep. They suggested that they will take it back and we need to request a refund from *******. However, they have marked them as delivered and ******* is unable to issue me refund because of this. It has been 40 days and even after spending hours on call with ******* and Rxo which they transfer back to each other, the issue hasnt been resolved. I have paid around 2000$ for the refrigerator. This isnt a small amount. The RXO hasnt been helpful at all whenever we call. They keep saying that the issue will be escalated every time I call. This has been the worst customer service I have experienced until now.

  Business Response

  Date: 12/29/2023

  Hello,

   

  Thank you for reaching out. This has been addressed at your local facility and we will work with you towards a resolution. Thank you for your feedback and we are very sorry for your experience to this point.

• Initial Complaint

  Date:12/28/2023

  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 October 28,2023, order US056611599 was placed for a dishwasher through ******** It was delivered by RXO 11/1/23 and when it was being installed, it was damaged. The drivers took pictures and I also spoke to their customer service.Samsung said to reorder and I would receive the credit upon the pick up/return of the damaged dishwasher. On November 3, 2023, order US159197672 was placed. On November 8, 2023, RXO removed the damaged dishwasher and the new dishwasher was was installed. They took pictures and put the damaged dishwasher in a box, onto their truck and returned it to the RXO warehouse.I have about 20 emails and have had numerous conversations with RXO saying they know it was picked up but they need to figure out if it was still in their warehouse or was sent back to ********RXO reps-when they answer my calls-continue to say they know it was picked up but they need to "find it" and I am paying for two dishwashers-one which I do not have.

  Business Response

  Date: 12/29/2023

  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:12/28/2023

  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.

  After procuring the items, I was contacted by RXO saying the delivery would be 12/28/23. After calling multiple times to see if I could get it delivered earlier, I was then told it was a guaranteed delivery on 12/28. Then I get a call on 12/27 saying the managers didn't put it on the route. No discussion or resolution it would not be coming on the 28th, so no need to wait on it. The customer service was the worst I've ever received. This is definitely not a business I would ever recommend.

  Business Response

  Date: 12/28/2023

  Hello,

  We are very sorry your delivery did not go as planned for today 12/28. However, we were able to get this routed and scheduled for tomorrow 12/29 and with a time window of 7:30 AM to 11:30 AM (your request). We will be monitoring this delivery and provide updates as needed. Thank you for your feedback.

  Customer Answer

  Date: 12/29/2023

   
  I am rejecting this response because:  My window was 7:30-11:30, had to rearrange entire day and now i get this email at 9am.

  Your current delivery date is
  Friday December 29, 2023
  Your appointment window is
  02:00 PM - 06:00 PM
  We will contact you immediately should any events impact your delivery time.
  

  
  

  Business Response

  Date: 12/29/2023

  Hello,

  We are very sorry for the time window change. Our hub had a carrier not able to complete your route so we had to shift orders around to other routes to ensure you got your delivery today. To keep your delivery on todays scheduled date the time window updated to 2:00 to 6:00. This was delivered at 3:45 PM. Thank you for bearing with us! I hope you have a great New Years!

• Initial Complaint

  Date:12/27/2023

  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.

  00000BYXMPH22000000000 Tracking number Originally scheduled to deliver Dec 23.Reschedule and no next delivery date provided.

  Business Response

  Date: 12/27/2023

  Hello,

  We are very sorry your delivery did not go as planned on 12/23. We have gotten this addressed at your local facility and we have gotten you back on the schedule for 12/30. We will be monitoring this delivery until completion and provide updates as needed. Thank you for your feedback.

• Initial Complaint

  Date:12/27/2023

  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.

  Hi, I placed this order US362501949 more than 2 weeks ago on ******* store. The first delivery attempt was not successful because the company RXO couldnt provide me with the proof of insurance on time. I had to wait another week and today (12/26/23) when they came to deliver and install they had to reschedule because they said they need a 3 people team so 1 person can stay in the truck to avoid a parking ticket. I already waisted a lot of time. The customer service is unresponsive. I offered them the private parking space in the building and they declined. There are plenty of space to park on the streets around. My building said that all other delivery companies park on the street. It is unbelievable what this RXO company does. I heard that about half of the items deliveries get returned every day because of this company negligence in verifying what is needed before delivery/installation. The company should review its policies and procedures and train better its employees or contractors. They are probably charging the big store companies for attempts of delivery and they dont care for customer satisfaction. Looks like a patern of delivery issues with this company.

  Customer Answer

  Date: 12/27/2023

  My name is ******************

  Business Response

  Date: 12/28/2023

  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: 12/28/2023

   
  I am rejecting this response because:
  The answer only states a escalation of the complaint. Not a solution. After I have the machines installed I will be able to respond. 

  Business Response

  Date: 12/28/2023

  Good Afternoon,

   

  We have reached out to you directly and gotten this delivery bumped to 12/30. We will be monitoring this delivery and providing updates as needed. Thank you again for the feedback.

• Initial Complaint

  Date:12/27/2023

  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 treadmill and was contacted by by RXO advising that our delivery has been scheduled and we will be getting a phone call 30 minutes before the driver's arrival. The driver was seen on our ring camera and about 2 minutes later, we received a call from the customer service advising that the driver will stay for 15 minutes before heading to the next address. We immediately contacted our in laws, who literally lives right across the street and they opened ********** within 5 minutes of the phone call. The driver had already left. We contacted the customer service and advised that the driver never called us prior to his arrival and the customer service advisor assured me that the driver would turn around and give us a phone call. It has been multiple days since this incident and after multiple phone calls with the same answer, nothing has been resolved.

  Business Response

  Date: 12/27/2023

  Hello,

  We are very sorry your delivery did not go as planned on 12/23. This has been addressed at your local facility and we have gotten you back on the schedule for 12/28. We will be monitoring this delivery until completion and providing updates as needed. Thank you for your feedback.

• Initial Complaint

  Date:12/27/2023

  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.

  Ordered a Refrigerator from ****** to be delivered on Saturday, 12/23/23 for a 4-8 delivery. Two guys showed up and said they couldn't take it upstairs. They took the fridge back on the truck and left our tenants without a fridge for the Christmas holiday weekend. UNACCEPTABLE. Called ****** and was told that 3rd party vendor, RXO, does their delivery, even though we paid ****** the delivery fee. Have been waiting for someone to answer ************; so far waiting 33 minutes and no one is answering

  Business Response

  Date: 12/27/2023

  Good Morning,

  We are very sorry to hear that your delivery did not go as planned on 12/23. Due to the stairs, it appears a 3 man team was needed. This delivery was completed 12/26. We are getting this addressed at your local facility now. Thank you for the feedback.

• Initial Complaint

  Date:12/27/2023

  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 purchased a washing machine from ****** in July, 2023. Upon delivery of the new appliance, RXO which is their 3rd party delivery service, took away my personal washing machine without permission. I did not elect or pay for haul away service on my order and they did not have authorization to remove my personal property. RXO has no information on my order, therefore they are unable to provide any details on the event.

  Business Response

  Date: 12/27/2023

  Good Morning,

  This has been addressed at your local facility. Your tenant upon delivery requested haul away and per our policy and scope of work, RXO is to haul away the requested items regardless if it has been paid for or on our Service Ticket. Since this was not escalated to our facility until the haul away was disposed of, we are unfortunately unable to bring back your hauled away item. 

• Initial Complaint

  Date:12/22/2023

  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 bought the ******* washer and dryer from *******.com on 28 Nov 23 with the delivery and installation date of 1 Dec. I was neither called or email that my delivery had been changed. I called RXO to find out the delivery status of my washer and dryer. I was first given the date of 14 Dec, but when I called RXO to find out the time frame of my delivery they changed it to Dec 18. The washer was installed, but they did not put on the new hose that came with the washer. The delevery man said that they could not installed the dryer because I needed a gas cap to cap off the gas on my old dryer I said that I would go and buy the cap because ***** was just right up the street. The delevery/installation man said I would have to call RXO back when I got the cap. I did so after the delevery men left and called RXO to set up for installation of my dryer. I have been calling every day since the 18th of Dec to get a installation date for my dryer. The last time I communicated with RXO and ******* the delivery date is set for 29th of Dec . My question is why do I have to wait to get my installation when the washer and dryer has bee paid for since the 28 of Nov. Every time I call either RXO or ******* they say that they are expediteing my installation request and yet nothing is done. Also the delrvery men were unprofessional. They did not even **** me or tell me where the manuals for the washer was. They just left the paperwork in my wash tub in my laundry room

  Business Response

  Date: 12/23/2023

  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: 12/27/2023

   
  I am rejecting this response because: I was told every day when I called after my washer was installed that they would escalate the issue, but no one called me to inform me of any actions.  I called everyday since my washer was installed and got the same response everytime I called.  Also the installers did not put on the new hoses that was sent with the wahing machine.  They connected the washer with my existing hoses.

  they would escalate the issue, but no one called to inform me of any 
  

  
  

  Business Response

  Date: 12/28/2023

  Hello,

  We have created a service work order and have scheduled for tomorrow 12/29 per your request. The time window of this service is 10:00 AM to 2:00 PM. We will monitor this until completion tomorrow. Thank you for your feedback.

• Initial Complaint

  Date:12/22/2023

  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.

  This has been a trip. I bought a ** from ******* 11/24 and one from ** 11/27, both used RXO for delivery. RXO initially scheduled delivery for 12/4, then the day before they rescheduled for 12/6 saying they didn't have a technician, then rescheduled that for 12/16 between 11:30-3:30. At 4:30 I called RXO to see if they were still coming and they informed me they were behind schedule but had 3 stops left. I then called at 7:30 and they informed me they were still coming but would not tell me how many stops were left, saying it was confidential. They never arrived. In the morning I contacted ******* who contacted RXO and said the items were out for delivery. I said that wasn't possible as it was 6am and there was no way they were still out. At ~10am I received an email from RXO saying I wasn't at home 12/16 and they couldn't deliver. I called RXO and they tried to say I wasn't at home, but backed off that when I told them about waiting all day for them and calling two times. They transferred me an escalation line who said he'd call me back the next day, spoiler he never did. Since I hadn't received a word from RXO on the ** **, so I called RXO on 12/18 and they said they don't have it yet. I told them I don't believe them, called **, who had RXO perform a dock search and voila it was there and had been since 11/30. I was then able to schedule that delivery for 1/3/24, 5 weeks after I ordered it.Back on the ******* ** front, I called to reschedule again and they said they haven't received the ** yet. I told them that was insane since they literally were scheduled to deliver it 12/16, they said they would schedule a dock search. I had no faith in RXO so contacted ******* who reached out to RXO. Two days later I received an email (from ******* not RXO) that my delivery was scheduled for 12/27, no checking if that worked for me. During this process RXO repeatedly stated inaccurate things, did not follow up and overall had no idea what was happening. Still no **s yet

  Business Response

  Date: 12/23/2023

  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.?