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:12/22/2023

  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.

  I had originally scheduled the order today 12/21 for 8am to 11am and then RXO changed my delivery to 2pm - 5pm.2pm - 5pm - I waited at home from that time expecting for the delivery. No update and no delivery.6:18pm - I called RXO customer service multiple times and they assured me that the delivery person was running late but I was 100% going to receive my order tonight. 7:09pm - I get a call from a different phone number XPO Logistics that the delivery man is downstairs and that the doorman is not accepting deliveries at this time. I spoke with the front desk and security and they said there was no delivery and no one spoke to them. I called XPO Logistics and explained to them that there was no delivery man that spoke to the front desk/security to confirm that they didn't have the wrong address. XPO confirmed they have the correct address on file. I am put on hold for 15 minutes as the customer service representative tries to get a hold of the driver. I am told that the delivery driver lied about attempting to deliver my package and in fact he NEVER attempted to deliver my package and that he is driving back to the warehouse with my package and I have to wait another ***** hours to reschedule a new delivery. The customer service representative acknowledged that the driver was wrong for misleading them and she said she will be reporting the driver and escalating my issue but unfortunately she was unable to reschedule. I appreciate the customer representative understanding my frustration and trying to help but what occurred is UNACCEPTABLE with the delivery driver lying about attempting to deliver my package but not actually delivering it. I took off the whole day from work to wait for this arrival and then it never came and I also don't know when I'll be receiving the order since they could not reschedule my delivery on the phone. I will not remove my complaint until I get my delivery ASAP!!

  Business Response

  Date: 12/22/2023

  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 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: 12/22/2023

   
  I am rejecting this response because: While I appreciate quick response, I am not sure my issue has been fully addressed given how vague it is. I will not be closing my complaint until I receive my order and that your team will be closely monitoring the delivery to ensure it is complete.
  
  
  
  

  Business Response

  Date: 12/28/2023

  Good Afternoon,

  This delivery was completed on 12/26. Thank you for your feedback and we hope you have a great rest of your week!

  Customer Answer

  Date: 12/31/2023

   
  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:12/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a ******* refrigerator and it was scheduled to be delivered on December 20th by RXO. on the 19th, we were given a delivery window of 2 - 6 PM and made arrangements for someone to be at our house. we got a call at noon on the 20th that said they would be here in 30 to 40 minutes. So I had to leave work and meet them at the house. Upon arriving at the house, they came in to see where the new refrigerator was going and then informed me they didnt have the shoulder straps they needed and would have to reschedule. I was told a supervisor would contact me by the morning of 12/21. I received no call. At 4:15 pm I received an email that our delivery window would be 2-6 pm today. It is now 10 pm and no fridge. Over the past 2 days I have made multiple attemps to get an answer. I keep getting told it is still out for delivery TODAY, just running late. I cant have a fridge delivery after 10 pm. **************** told me "it will eventually show up sometime". What?!? The experince with this delivery company has been unprofessional and frustrating. I hope ******* choses different providers in the future. I was hoping for our new fridge for christmas but that doesnt seem possible. RXO will not be recommended to anyone from us.

  Business Response

  Date: 12/22/2023

  Hello,

  We are very sorry to hear your experience with RXO has not gone as planned. We have gotten this addressed at your local facility and we have you back on the schedule for 12/23. A time window will be provided this afternoon and we will be monitoring this delivery until completion. Thank you for your feedback.

  Customer Answer

  Date: 12/22/2023

   
  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. Hopefully, the new delivery date will be successful. 
  
  Thank you. 
  

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been waiting on this delivery for almost two weeks. It is 1.5hrs away and tracking states left for delivery at 820am for delivery between 5-8pm. Called company and was assured it would be here, just running late. It is now 10pm still no call despite requesting one from operator. I cannot be at home everyday waiting for this. I am losing pay and reputation. Please someone contact me asap!

  Business Response

  Date: 12/22/2023

  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 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: 12/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and look forward to talking to someone about this issue. It only takes a little respect and professionalism to met a consumers needs. They have my number.
  
  Thank you. 
  

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told my delivery would be there between ****. I had to work and with them supposed to text me 30 minutes prior I had been given permission to leave during those hours. Didn't hear anything at 2 waited until 2:30 and reached out. Got told it would be at least another hour. At this point it would be at least 3:30 which is way past the time I would be able to leave for lunch. I expressed that I was upset and was told they would just reschedule. I let them know we couldn't do that because it was a gift for someone leaving first thing the next morning.I finally get a text that they will be there at 3:40 so I leave work anyway and got written up and lost out on several hours of ******** for them to not show up for another hour. I reached out to the company who said there's nothing they can do. Between the item purchased, shipping and the delivery it was over $2k and they treated my horribly and said they could do nothing to compensate me for the lost wages or putting my job on the line

  Business Response

  Date: 12/22/2023

  *********,

   

  We are very sorry for the 2 hour delay you experienced with your delivery. This has been addressed at your local facility and directly with you and you have confirmed this delivery was completed. We have contacted you directly and worked with you to come to a resolution here. Thank you for your feedback!

  Customer Answer

  Date: 12/22/2023

   
  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:12/21/2023

  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.

  Purchased a mattress through an online seller who brokers for a brand. The brand then contracts delivery services for large items. I purchased a mattress on 11/30/23. I was sent a request for scheduling by RXO within a few days and chose 12/14 (the earliest), received a schedule confirmation, and then coordinated to have someone available to receive delivery. On 12/14, without any additional contact, RXO sent another request for scheduling. After speaking to a representative on the phone I still do not know why they cancelled the original delivery. I rescheduled for 12/20, again, the earliest available, received a confirmation, and then monitored the confirmation daily. Today, 12/20/23 at 5:45 a.m. I received notice of delivery. At 11:00 a.m. upon notice that delivery was en route, I coordinated someone to be available to receive delivery. She sat by the door with her dog for 1 1/2 hours waiting before she called to ask me to verify the delivery. She stated shed seen one truck pull up but that it immediately pulled away. Her neighbors security camera confirms this. The dog never barked to announce a visitor. I contacted RXO only to be told that delivery had been attempted, no one was home, and that the mattress was being returned to the hub. I was encouraged to reschedule which is not acceptable given that it would most likely mean delivery on a regular, non-expedited, schedule not to occur until after Christmas (the entire purpose of the order). The RXO representative sent me a copy of the proof that delivery had been attempted. The picture is taken from the street and shows the interior door wide open waiting for their arrival. The RXO resolution specialist, says he has advanced my concerns and has requested expedited delivery. I continue to wait without additional response on their part. Meanwhile, we sleep on the couch for the holidays despite doing all that is required of us, including forgiving the original failure to deliver. RXONC70OLDIJQC6L23

  Business Response

  Date: 12/22/2023

  Good Morning,

  We are very sorry your delivery has not gone as planned to this point. We got this addressed at your local facility and we have you back on the schedule for today 12/22. We will be monitoring this delivery until completion and provide updates as needed. We will reach out to you directly with updates as needed. Thank you for your feedback.

• Initial Complaint

  Date:12/20/2023

  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 have ordered multiple applicances through ** and every time they have been sent to me they have used RXO delivery services. The first time, even though I paid for a dishwasher and a refrigerator to be installed, the delivery team did not install either, leaving me (a single woman) spending multiple hours trying to wire, plumb and move these appliances on my own. The second time I placed an order for a washer and dryer. I was told it would arrive on 12/20. I took off work and made sure the space was available, but RXO said it wouldn't come on that date because they "over booked" themselves. The next option I was given was 3 WEEKS OUT! They don't take responsibility for their mistakes, they know that these companies will continue to count on them so it doesn't matter for their bottom line

  Business Response

  Date: 12/21/2023

  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 Thank 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:12/20/2023

  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 purchase a refrigirator online. The item was delivered on November 20th 2023 but decided to return the item because of the measurements. I made contact with the seller who approved the return. I then contacted the delivery company to scheduled the pick up. this process took several back and forth between myself and customer care and the seller's agent. Eventually the first pick up was scheduled for December 4 2023. I stayed home from work and no one came. I did not received a call as to the reason for the no show. A second pick up was then scheduled for December 11 2023 again no one showed up to pick up the item. Another pick up was scheduled for December 15 again no one showed up. that pickup was then scheduled for December 18th and again no one showed up to pick up the item. Through out all the no shows i did not receive a call stating that the pick up was cancelled or the reason for the no show. I have call customer service almost every day trying to resolve this issue but they have not been able to give me any information other than they are sorry for the delay. I would like for someone to look into the matter and to help bring a resolution to the matter. Through out this month long back and forth between myself and the delivery company i have not been able to go grocery shopping like i usually would. I am hoping to return the item in order to purchase a refrigerator for the holiday.

  Business Response

  Date: 12/20/2023

  Hello *****,

  We are very sorry the the multiple dates that have been rescheduled. We have gotten this addressed at your local facility, reached out to you directly, and we have gotten this scheduled for tomorrow 12/21. We will be monitoring this until completion tomorrow and provide you updates as needed. Thank you for your feedback! 

• Initial Complaint

  Date:12/20/2023

  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.

  12.19.2023 - Purchased a ********** on Black Friday through its website and also purchased installation. RXO was originally scheduled to deliver on 12/7. Never called or notified **, never arrived. Rescheduled for 12/14. Again, never called or notified us. Next promised date is 12/28.Contacted ******* today and they suggested I file a police report as they show it was delivered 11/28. Ridiculous as RXO acknowledged they have the ** but both times were overbooked and had no room on their truck for this.We want this installed before Christmas as this was a family gift and now I have nothing for them.Very disappointed in RXO, and now *******.

  Business Response

  Date: 12/20/2023

  Hello,

  We are very sorry your delivery dates did not go as planned. We have gotten this addressed at your local facility and reached out to you directly. Your delivery has been scheduled and routed for 12/22 and will be delivered on Friday. We will be monitoring this delivery until completion and provide updates as needed. Thank you

• Initial Complaint

  Date:12/19/2023

  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.

  My complaint with RXO is in regards to a Peloton Bike purchase that is dated on November 26th. After purchase I confirmed a date of delivery that worked best for me through Pelotons shipping company RXO. Shortly afterwards RXO changed the date due to a broken truck and since then has now changed the delivery date 4 different times. This included a date on December 15th where RXO no called no showed for delivery. After calling RXO they said they could not preform the delivery because no one was home, however I was home all day after taking the day off of work to ensure the delivery arrived. The new delivery date was picked by RXO to be December 20th and now found out it was changed AGAIN to December 23rd, however no representative from RXO has reached out to me regarding the changes to my order. This shipping company promises you that they will call you the night before after 4pm to tell you the time window they will arrive, which they have not done once. They also promise a quick delivery which clearly has not been the case. I want this issue to be resolved nybhaving my peloton delivered asap and for the company to follow what they say they will do.

  Business Response

  Date: 12/19/2023

  *****,

  We are very sorry your past delivery attempts have not gone as planned. We have gotten this addressed at your local facility and we have your delivery confirmed and scheduled for tomorrow 12/20 with a time window of 2:00 PM to 5:00 PM. We have marked this order as VIP status to ensure everything goes as smooth as possible. We will follow up once we see it was completed tomorrow to see if you need any further assistance. 

• Initial Complaint

  Date:12/18/2023

  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 washer/dryer combo machine at LG.com, and the "white glove" delivery was turned over to RXO. RXO scheduled a delivery to my home for the afternoon of December 16. RXO didn't deliver within the 3 pm - 7 pm window, and when I called after 7 pm to get a status, I was ensured the delivery would happen on 12/16 and told to stay tuned until they get back to me with the updated schedule. Nobody reached out to me, including the driver and customer service representative. I am extremely annoyed that it will be scheduled for a random time and I am even leaving for an international trip next week and need this installed immediately. I can't leave without washer and dryer for too long. RXO apparently don't value their customers' time and effort to accommodate their delivery window.

  Business Response

  Date: 12/18/2023

  Good Afternoon,

  We are very sorry your delivery did not go as planned on 12/16. We have gotten this addressed at your local facility and given you a direct call. We have gotten you rescheduled for Wednesday Morning on 12/20 per your request. We will reach out to you directly with further updates as needed. Thank you