Business Profile

Trucking Transportation Brokers

RXO

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

925 total complaints in the last 3 years.
501 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/18/2023
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 ordered 2 ** pedestals on 11/10/23 from ***'s Club and waited on my items to be delivered by RXO on the confirmed scheduled date (11/24/23) at which my items did not get delivered. When I inquired with RXO, they did not have any information about my items. I rescheduled a second delivery (12/2/2023) to which RXO failed to deliver again, and RXO could not provide any information about my items and why they couldn't be delivered. I requested a refund with ***'s Club on 12/2/23, and I am still working to find these items so that they can report to ***'s Club that the 2 pedestals are being sent back to the vendor, and I can get my money back. ***'s Club stated they've reached out. I called today and I cannot get a confirmation on where these items are or their whereabouts! When I spoke to a RXO representative today, I was told that they'll have the hub reach out to me. I've been told this several times over the past two weeks, and I've not receive one phone call. It's been over two weeks and with no confirmation of these products being sent back to the vendor provided to ***'s Club or me so that I can get my refund. I just want my money back for the items that RXO failed to deliver.
Business Response
Date: 12/18/2023
Good Afternoon,
We are very sorry your refund has not been processed by ** to this point. Your items are sitting at our MEM dock and we are awaiting ** to pick them up for you to get your credit. We are unable to provide an ETA of when ** will be picking up these units. As soon as they are picked up, we will let you know. Thank you
Customer Answer
Date: 12/19/2023

I am rejecting this response because: I have been told this issue should get resolved within XYZ timeframe, and it has not been and we are well past what Ive been told. Has RXO made ** aware to pickup the items? Has ** given a response to RXOs notification? Also, since you have confirmed the items are with you, has anyone notified the seller in this case that you have the items and will process the rest so that I may receive the refund. I dont know why I have to wait for the background logistics to complete in order to receive my refund after the confirmation that I in fact do not have items.

Customer Answer
Date: 12/19/2023

I am rejecting this response because: I have been told this issue should get resolved within XYZ timeframe, and it has not been and we are well past what Ive been told. Has RXO made ** aware to pickup the items? Has ** given a response to RXOs notification? Also, since you have confirmed the items are with you, has anyone notified the seller in this case that you have the items and will process the rest so that I may receive the refund. I dont know why I have to wait for the background logistics to complete in order to receive my refund after the confirmation that I in fact do not have items.

Business Response
Date: 12/20/2023
Yes, we have notified ** to pick up the items and we are awaiting for them to arrive. We will be reaching out to ** to see if we can get this expedited in any way for you. As soon as we have updates, we will reach out to you directly
Customer Answer
Date: 12/20/2023

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:12/18/2023
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 ordered an item from Amazon on Nov 26, 2023. The delivery date was from 2pm to 5pm on Dec 6, 2023. I received a text on Dec 5 at ****pm stating, my delivery was confirmed for 8 to 11am the following day. I was also to receive a 30min notice prior to the delivery. At 11:36am, I got a text stating the delivery was ready to be scheduled. I called RXO back, and set up a Saturday delivery to make sure, I didn't miss their visit. On Dec 15, I got a text after 5pm stating my delivery is set for 8 to 11am on Dec 16. At ****am on Dec 16, I get another text that the delivery is ready to be scheduled. I immediately call RXO back to ask what happened. The representative kept saying an appointment needed to be made and I kept telling her, it was made for today. Finally, I asked to speak to the supervisor. The supervisor kept apologizing, as though that changes anything, but she said she made noted my account with my complaints. The delivery is now scheduled for December 23, and I'll receive a text the day prior and 30 minutes prior to the delivery. I received a text stating what would happen and the confirmed appointment. At ****am today, I got a text stating the delivery meant for today, Dec 16, is on it's way as previously planned. It's possible the automatic texts have not been refreshed yet, but this is what I'm talking about!
Business Response
Date: 12/18/2023
Good Afternoon,
We are very sorry that your delivery did not go as planned on 12/6 and 12/16. We have gotten this addressed at your local facility and reached out to you directly. We are marking your delivery on 12/23 as VIP and we will ensure everything goes as smooth as possible. Thank you for your feedback.
Customer Answer
Date: 12/19/2023

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:12/15/2023
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.
We purchased a bowflex on 11/25/2023. It shows as on the shipping dock at RXO as of 12/6/2023. We have contacted RXO three times to set delivery. We were told it was arriving on 12/11/2023, but when my husband called them for an update, he was told they would not be delivering it that day and rescheduled for 12/14/2023. We called yesterday for an updated delivery time and were told that there was a "hard hold" on our order, but they couldn't tell us what that meant. I called again yesterday afternoon to find out that they are saying that our bowflex was not delivered to their dock. I then called Bowflex and they were going to contact the shippers. This shipper is new to them and they have had other issues with them already. I keep being passed off and told that they are escalating the problem at RXO, but with no results. We are very frustrated that there is no resolution. The call center is in ***************, so they have no idea what is going on it sounds like. I am providing a picture of my chat with RXO and the delivery screen from today that says it is out for delivery, but it is not.
Business Response
Date: 12/17/2023
Good Afternoon,
We are very sorry to hear about your trouble with RXO to this point. We have gotten this addressed at your local facility and they completed a very detailed *********** and your product is not at our facility. We apoligize that this was marked as "fully received" in our system as that was an error. We will be sending you a gift card that will be mailed to you within ***** business days and will be reaching out to Bowflex to expedite a replacement. As soon as we have updates, we will reach out to you directly. Thank you for your feedback.
Initial Complaint
Date:12/15/2023
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 placed an order for new kitchen appliances and RXO was scheduled to deliver my items yesterday 12/14. Prior to the delivery date I disconnected all the appliances as required. The RXO tracking indicated that my items would arrive between **** and 430 and to expect a call 30 minutes prior. At 415 I called customer service and was told that the items had been loaded and the delivery would be made that today. I called again at 530 and was told that they were at my house which wasnt true. At close to 7 I received a text saying they were on the way. They never arrived and never called to say they werent coming. This morning I called the local office and was told the items were unloaded all the trucks left for the day and I wont receive the delivery until Tuesday 12/20. Horrible horrible horrible.
Business Response
Date: 12/15/2023
Good Afternoon,
We are very sorry your delivery did not go as planned yesterday. We have gotten this addressed at your local facility and your delivery has been rescheduled for Sunday 12/17. We will monitor this until completion and provide updates as needed. Thank you for your feedback
Customer Answer
Date: 12/15/2023

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:12/15/2023
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 set at a shipper for 4 and half hours 1st 2 hours free so they still owe me for 3 hours
Business Response
Date: 12/15/2023
Hello ******,

We have reached out to you directly to resolve this issue. Thank you
Initial Complaint
Date:12/14/2023
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.
Ordered a $2k fridge from ******* in-home delivery has been scheduled for 12/14 since November when I placed my order. The fridge arrived from the manufacturer to the local RXO carrier in ***********, ** (just 30 minutes distance from my home) on 12/13 as per the tracking information. RXO confirmed they received my appliance and provided delivery window of 8am-12pm on 12/14. Several hours after their delivery confirmation, on the evening before my scheduled and confirmed delivery date, RXO contacted me several times by phone and messages to state they would NOT be delivering my appliance due to "being overbooked". I spoke with numerous offshore reps who were friendly but had me on hold for a cumulative 2-3 hrs throughout the day and ultimately told me nothing other than my order won't be delivered until AT LEAST 12/23 at the EARLIEST.. which is 10 days after the original promised scheduled date that they had 3-4 weeks to plan for. I spent a lot of money on my purchase and after countless calls have received no resolution nor any certainty about what date my delivery will actually arrive, let alone what time. and no concern or care that their only idea of resolution is to make me wait over a week or more. I will now miss a day of work for no reason, as I planned my time off for the delivery, and will need to miss another day for whenever someone provides information as to WHEN it will even arrive. I need my order to arrive by at least 12/16 at the latest to avoid pursuance of further action on my complaint.
Business Response
Date: 12/14/2023
Good Morning,
We are very sorry your delivery was not able to be completed on 12/14 as planned. We have gotten this addressed at your local facility and we have you back on the schedule for 12/15. We will be monitoring this delivery until completion and follow up once it has been delivered to see if everything went smoothly tomorrow. Thank you for your feedback.
Customer Answer
Date: 12/14/2023

I am rejecting this response because:
While I appreciate the efforts and response, I should not have had to file formal complaints to receive the proper customer service. I am glad my order is now added to the schedule, however I will not be closing out my response as resolved/satisfied until I actually receive the services/delivery as planned.
Business Response
Date: 12/15/2023
Hello *****,
This delivery has been marked as completed today. We attempted to reach out to you via Phone Call however it went to voicemail. Please respond back to us here if you need additional assistance at this time. Thank you
Customer Answer
Date: 12/16/2023

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:12/14/2023
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.
Beyond frustrated with the ************ RXO shipping facility. Ordered a fridge through ******* middle of November. Had 2 deliveries canceled on me. Was finally able to get the fridge delivered to me and it was damaged. Refused acceptance. Because of 3 failed deliveries it caused my order to auto cancel. Meaning ******* could not send a new fridge. Placed a new order with ******* for a December 14th delivery. Day before the 13th I get a text canceling the delivery. Contacted RXO support and next schedule they have was December 28th. Reason for canceling is there schedule is full. Not getting this fridge for fun. Getting this fridge since my current one is dying. Thank god it still works, but have no idea if it will last until the 28th. Have missed days at work because of this. This is by far the worst delivery experience I have ever had.
Business Response
Date: 12/14/2023
******,
We are very sorry for the experience you have had to this point. We have given you a direct call and gotten this delivery back on the schedule for 12/20. We will be monitoring this delivery until completion and provide constant updates along the way. Thank you for your feedback.
Initial Complaint
Date:12/12/2023
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 purchased an electric ** range from **** club on Nov. 13, with a delivery date give of Nov 20th by RXO. RXO messaged me on Nov 16, to let me know they had my order. On Nov 20, the day it was to be delivered, I got a message from RXO requesting I schedule a delivery, and the earliest date for delivery was Dec 12. We sucked it up and agreed to that day. We spent thanksgiving with no oven or stove, it was a nightmare. On Dec 11, my wife happily reminded me today is the day they call about the delivery tomorrow!. Shortly after that, I received a new message, we would need to reschedule, earliest date is Dec 26. I reached out to the local RXO, and deliverer, and was told to call **** club. I did that, and **** clubs ** department told me I had to deal with RXO. I called RXO corporate and was told that they would call me back with an earlier delivery date, and to keep our phones open. We never received a call. So today, RXO messaged again asking us to schedule a delivery, and the earliest spot they have now is Dec 28. So, by not scheduling yesterday, and doing what they said, the range will not be here for 2 additional days. I cannot afford anymore takeout, I was supposed to be using my new oven and stove TODAY. My home is the center of our extended family, we barely made thanksgiving work, but now I have a yearly tradition of cookie baking for 3 days with family, to cancel. I cannot afford to not have a stove and oven, and I cant afford to cancel and possibly have to start this process over. We are a ****** and adoptive home, and I have spent most of our Christmas money on takeout. This is beyond sad and frustrating.
Business Response
Date: 12/12/2023
Good Afternoon,
We are very sorry to hear about your delivery delays. We have gotten this addressed at your local facility to see if we can get this delivery date moved up and ensured it will be completed. As soon as we have updates, we will reach out to you directly. Thank you for your feedback!
Initial Complaint
Date:12/12/2023
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.
My dryer was delivered on 12/1 , the delivery person refused to install it since the plug was not located right behind the dryer, I installed it myself and removed the old dryer that was suppose to be hauled away by RXO , it is now ***************************************** to haul it away , I have contacted RXO multiple times now and all I'm told is they sent a email and someone will contact me but no one has. I just want this company to complete the delivery and haul away my old dryer.
Business Response
Date: 12/12/2023
Good Morning,
We are sorry your haul away was not completed as planned back on 12/1. However, we have gotten this addressed at your local facility and they will be contacting you today and getting a team sent out to your location tomorrow if that works for you. Please be on the lookout for contact from our local facility this morning in regard to this. Thank you for the feedback.
Customer Answer
Date: 12/12/2023

I am rejecting this response because:

I've waited all day but no one has contacted me from the local facility.
Business Response
Date: 12/13/2023
Hello,
We have contacted you and this haul away has been scheduled and will be completed tomorrow 12/14. Thank you
Initial Complaint
Date:12/12/2023
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 purchased a ******* washer/dryer set on black Friday (11/24/23), even selecting this brand over another, because the expected delivery date was the following week, and I was due very shortly after with a baby. I received immediate confirmation that the delivery would take place Thursday, November 29, and continued to receive said messages up until the day when it never arrived. I started getting messages from RXO asking me to select my installation date. When I called, I was told December 19. I expressed that I was due prior to that and needed my installation much faster. After all, it was supposed to be 11/29. I also called ******* to help. Three days later, I was contacted by ***** from the resolution department at RSO, who offered the earliest the ****** location could deliver, 12/11/23 (today). I took that appointment, took the day from work, and never received a call or delivery. I checked the tracking, and the product had never been picked up or made it on the truck. I spoke to RXO customer service, which was such an unhelpful experience. They confirmed the product was not on its way and told me that it likely won't come today and hopefully will tomorrow, but definitely not on time. And because it was "routed," he could not contact the delivery team. I asked for the local ****** number and instead was connected to another person who lived in a different country and couldn't answer anything about why it wasn't coming or when it would. ******* was equally unhelpful, saying they couldn't put me in touch with a manager, but would request my product be delivered within 72 hours. Not good enough! I spent over $1300 on this set to be able to properly wash up baby clothes, etc., and now I'm days from my induction date and nobody knows why it hasn't been delivered or when. And I'm supposed to keep taking time off work just hoping they show? Absolutely horrendous customer service on both sides. I need this product to be delivered to my house tomorrow, 12/12/23.
Business Response
Date: 12/12/2023
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.?
Customer Answer
Date: 12/16/2023

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.

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RXO is NOT a BBB Accredited Business.