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

  4600 Tiedeman Road Unit B Cleveland, OH 44144

• 

  RXO

  620 Yankee Doodle Rd Ste 100 Eagan, MN 55121

• 

  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:12/11/2023

  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 TV from ******** RXO out of Clev OH was used for the last mile delivery.Delivery date was set for Dec 8th, a Fri, I took the day off to be here for it. The night before it was changed to the 10th, a Sun, I thought that odd but I would be here any way so no big deal. Sat. the delivery date was changed to the 11th, a Mon, I used my last vacation day for that day. On Sun. the delivery date was changed to the 14th a Thurs. I am a truck driver and am gone for weeks at a time, so it's not as easy as most to just be around whenever.I called rxo to see what could be done about it and they informed me that they only delivery to my area on Thursdays, which made absolutely no sense since I'd received multiple other days of the week as delivery days, but anyway, I went on to tell them I'm not even in the state on Thursdays, and yet, time after time, over and over again they continued to give me more and more Thurs as delivery options. I felt like I was going insane as if somehow the fact that I'm not available on Thurs wasn't getting through to them. We were going in circles so I got off with them and called samsung.Samsung called rxo then got back with me and said that rxo had guaranteed delivery for Mon the 11th.Checked the tracker a couple times, it changed to the 19th, and then back the 14th.This morning, the 11th, I called to check and they told me again that it would be delivered on the 14th and completely ignored my mention of their guarantee of delivery by today the 11th.I had the entire conversation over again about not being available on Thursdays and them repeatedly offering other potential Thurs like a broken record, saying that they understood I wasn't available on Thurs and then immediately offering another Thurs.Eventually they said they would mark the item as an unsuccessful delivery and would return it to Samsung.I know last mile is the worst part of logistics, but this rxo Cleveland *** is truly an atrocious example.

  Business Response

  Date: 12/11/2023

  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:12/11/2023

  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.

  RXO has been unreliable in a lot of ways. My RXO tracking# is RXONC70OFEOPPHOK23 for Delivery of *********************** Original delivery date was 12/1/2023. Nobody called and nobody showed up. After calling them, RXO pulled up my order and said my order was not added to any route. Next delivery date scheduled for 12/8/2023. Again, I get email to reschedule for 12/9/2023. Again, I get a call to reschedule for 12/10/2023.On 12/10/2023, i see in my ring camera that RXO truck comes during their delivery window, takes picture and reports that I was not in the house (as my front lights were off). I was definitely in the house with lights on the backside of the house. Biggest irony - There was no phone call from the driver to check. I call RXO call center and they don't have phone number of the driver. How can that be possible? Driver's telephoene number is kept at top level secrecy??? This is truly frustrating on how drivers at RXO do not even pick up the phone and make a call to the customer for scheduled delivery. No basic courtesy.This issue has caused a lot of inconvenience monetarily and schedule wise and many other issues. I will be pursuing legal action against RXO and ******* (for choosing such an unrealiable last mile provider).

  Business Response

  Date: 12/11/2023

  Hello,

  We are very sorry your delivery did not go as planned on 12/10. We are reaching out to our facility now to get a new work order created and this delivery scheduled for as soon as possible. We will monitor this delivery until completion and follow up once a new scheduled date has been processed. Thank you for your feedback. 

  Customer Answer

  Date: 12/11/2023

   
  I am rejecting this response because:
  They are already late and i cannot wait any longer. Also, nobody contacted me with new delivery date from ************* location after making tall promises on rectifying delivery mishap.

  Business Response

  Date: 12/11/2023

  Hello,

  We have reached out to you directly to resolve this issue. Thank you

• Initial Complaint

  Date:12/11/2023

  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 a washing machine from **** club and the washer was to be delivered on 12/7. I took the afternoon off with a window time of 12:30-4:30. At 4:00 I called and the shipping company stated that the truck was en route back to the facility and my washer would not be delivered. If I had not called I would not have been notified until later that evening.. When rescheduling the delivery the next available date was 12/19. This is completely unacceptable!!!

  Business Response

  Date: 12/11/2023

  Hello *****,

  We are very sorry your delivery did not go as planned on 12/7. This has been addressed at your local facility to see if we can get you an earlier date than 12/21. As soon as we have an update, we will reach out to you directly and monitor this delivery until completion. Thank you for your feedback.

• Initial Complaint

  Date:12/11/2023

  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 ordered a peloton tread on 11/12 and it was scheduled to be delivered on 11/15. They rescheduled twice and the set it for 11/29 between ****. At 2:30 i called and they said it would be here at 3:30. It never arrived. No call, no email, nothing. So, I took a full day off of work for nothing. They rescheduled it for Friday the 8th the on Thursday they cancel again and moved it to the 9th between 9:00 and noon. It is now 8:00 on the delivery date and although I have called 5 times and each time they said they were running late but in the way, they never showed.On my last call, when I asked to speak to a supervisor, they put me on hold and then hung up on me and never called back. This is the worst company that I have ever dealt with and they should not be in business.

  Business Response

  Date: 12/11/2023

  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:12/11/2023

  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 ordered through ******** My order was scheduled to be delivered yesterday dec.8 and was told that my delivery was not delivered do to Noone being home, which is a lie. I cleared my schedule to be here all day and got a text stating that for ability reason we can not deliver today. When I called they stated that no one was home. I am only off on weekends and really wanted this product in today. I haven't received a call from anyone and am getting close to just canceling the product. This is rediculas they have had the product in the warehouse for a week now.

  Business Response

  Date: 12/11/2023

  Hello,

  We are very sorry your delivery was not completed as planned on 12/8. We have gotten this addressed at your local facility and attempted to reach out to you directly. As soon as we have an update on how quickly we can get this delivery back out to you, we will let you know. Thank you for your feedback.

  Customer Answer

  Date: 12/11/2023

   
  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:12/11/2023

  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 need help please!!!My item is scheduled for delivery today 12/9/2023. I took a day off from work today to get this item delivered but same day they cancelled my delivery. Without any reason! This is very unacceptable! This RXO company was so inconsiderate and unprofessional that they did not sent any notification in advance to cancel my appointment. No explanation at all! They do not care your about your time. Why is this company still operating??? This company should be closed and never operate. They have hundreds of complaints!I need a refund for a day that I took off work for the missed delivery this is not my fault. Please assist and respond **** Thank you very much

  Business Response

  Date: 12/11/2023

  Hello,

  We are very sorry your delivery was unable to be completed as planned on 12/9. This will be addressed with your local facility. A refund will be processed by the vendor and we will do everything we can to expedite it for you. Thank you for your feedback.

• Initial Complaint

  Date:12/11/2023

  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.

  - purchased cabinets from Kraftmaid - confirmed a delivery date both by Kraftmaid and RXO for 12/8, the time confirmed by RXO was between ****pm, this was confirmed on 12/7 by phone and text - we paid our contractor to be available for the delivery on 12/8, at 10 am a text was received that they would be at our home within 30 min to complete the delivery. -no one arrived, We were told it was an error, theyd text when 30 min out -through the tracking we saw for the next 4.5 hours, the truck remain at the same location. No calls were received. No notifications share that there was an issue. - at 2 pm we used thenlive chat to again see where our delivery was. Nothing but Im sorry, no updates- at 2:50 pm we called the number provided by RXO for delivery concerns, at this time we were told that they had JUST been made aware that the truck was broken down, no mechanic is available, and they will not be delivering out cabinets today AND they are not sure when the new delivery date will be - NO notification was ever received - all day and RXO had no idea their truck was broken down with deliveries still on it to be made? RXO,you seriously dont have any other trucks available to assist with this? Really? - our contractor waited ALL day, that we paid him for, with no communication from RXO - I called back, to see updates on the delivery plan and was met by PURE attitude from the young woman who answered the phone. Apparently RXOs manager is much too busy to speak with a customer or address customer service issues. When I asked this young womans name, she hung up on me. I called back, to obtain her name, she picked up the phone, mumbled this woman and hung up on me without ANSWERING. RXO, is this the customer service we can expect to receive from your employees and managers? Purely disgraceful. I am out the money paid today for the contractor and what it will cost me to cancel all of the subs coming Monday. Never mind the holidays are around the corner.

  Business Response

  Date: 12/11/2023

  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:12/08/2023

  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.

  4 appliances I ordered from Samsung.com scheduled to be delivered 12/7/23 between 4-8pm. Never got an update from the delivery driver or from RXO Logistics. WE called them ****** 7:30pm the first time and stated they were running late because of traffic and wouldnt get to the house until 10:45pm. Called them again for update, stated that they are an hour away (*********, ** is about an hour and half from my house), they said theyll be here at 9pm. Got a call at 9:10pm from the driver stating they got pulled over by DTO and that they cannot deliver and had to turn back to reschedule. DTO isnt out on Long Island at 9pm usually, so I know its a BS story. The whole day Ive been looking at the tracking til 9pm and they have not left ** at all. So they told ** they would put a request to be delivered the next day 12/8/23. We curently have no appliances and have a party on the 9th. Call them back for time of delivery for 12/8 like they told me to, they stated it cant be delivered til about Tuesday or Wednesday because they have no deliveries going out this way. Very upset and dissapointed at Samsung.com for reusing the same company with the same complaints. Now we have no appliances for another days, and we have 3 children. Never again!

  Business Response

  Date: 12/08/2023

  Hello,

  We are sorry that your delivery did not go as planned on 12/7. This has been addressed at your local facility and we have gotten this back on the schedule for 12/9 and marked as VIP to ensure everything goes as smoothly as possible. Thank you for your feedback

  Customer Answer

  Date: 12/15/2023

   
  I am rejecting this response because:

   

  Have the same issue with delivery. Unfortunately I have to deal with them twice. Delivery date went from December ***** to December 28. Spoke to someone at RXO they told me my order number doesnt exist. Will no longer order with Samsung.com if RXO is still their 3rd party delivery option.

  
  

  Business Response

  Date: 12/15/2023

  Hello,

  We are very sorry that you were not satisfied with your new delivery date. We have gotten this addressed at your local facility and we have gotten this delivery bumped up to 12/19. We will monitor this order and provide updates as needed. Thank you for your feedback.

• Initial Complaint

  Date:12/08/2023

  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 at *********** and the "white glove" delivery was turned over to RXO. RXO scheduled a delivery to my home for the afternoon of December 6. RXO didn't deliver within the 1 pm - 5 pm window, and when I called after 5 pm to get a status, I was told by the RXO customer service that the driver indicated that I canceled the delivery that day which was false. RXO customer service told me that they filed my concern and that I would hear from someone. Instead of someone reaching out to me the following day, I received an auto-generated email that showed me the next available delivery date was December 20. I am angry because 1) I was promised delivery on December 6 and I didn't receive my item, 2) Someone working for RXO falsely claimed I canceled the delivery, and 3) No person at RXO contacted me on December 7 -- as was promised on December 6 -- to get a prompt reschedule and instead, I received an auto-generated email with a December 20 date. I reached out to RXO on December 7 because I was concerned with the next date being December 20 and I'm without a washing machine. The customer service person I spoke to on December 7 could see that the driver never called me (confirming the driver lied that I canceled the order). I am filing this complaint because this is unacceptable delivery support from a company and I am angry at the unethical situation with an employee lying about an interaction with me that never happened. I want a prompt delivery of the item and I do not want to deal with level 1 customer support again. I wasted lots of my time on December 7 trying to get a delivery date before December 20. I am asking RXO to do the right thing by escalating this matter and having a US manager contact me; specifically a US manager who has the authority and ability to get this issue resolved.

  Business Response

  Date: 12/08/2023

  Hello ****,

   

  We are very sorry for your delivery experience to this point. We have given you a direct call this morning and gotten this addressed at your local facility. We have gotten this delivery rescheduled for the first available date of 12/13 when we are in your area. We will be monitoring this delivery and provide updates along the way. Please feel free to reach out to the individual who contacted you this morning if you have any questions. Thank you for your feedback. 

  Business Response

  Date: 12/08/2023

  Hello ****,

   

  We are very sorry for your delivery experience to this point. We have given you a direct call this morning and gotten this addressed at your local facility. We have gotten this delivery rescheduled for the first available date of 12/13 when we are in your area. We will be monitoring this delivery and provide updates along the way. Please feel free to reach out to the individual who contacted you this morning if you have any questions. Thank you for your feedback. 

  Business Response

  Date: 12/08/2023

  Hello ****,

   

  We are very sorry for your delivery experience to this point. We have given you a direct call this morning and gotten this addressed at your local facility. We have gotten this delivery rescheduled for the first available date of 12/13 when we are in your area. We will be monitoring this delivery and provide updates along the way. Please feel free to reach out to the individual who contacted you this morning if you have any questions. Thank you for your feedback. 

• Initial Complaint

  Date:12/07/2023

  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 ordered a new frame ** from ******* (order number #US105588555) on Nov 25, 2023 and was initially quoted a delivery date of Dec 1st. I was then contacted by RXO to schedule delivery, and was told that there were no delivery dates available until after February, and that they couldn't in any case schedule delivery. I keep getting text and email notifications from RXO to schedule delivery, but their website redirects me to call their customer service line but when I do (and I've now called them multiple times) every time I get the response: no delivery dates are available. RXO tell me to call *******, but ******* tell me to call RXO. Ironically, the ** is currently sitting in a warehouse in the Greater Boston area, but apparently no-one seems to be able to figure out how to get it to me. I appreciate that the holidays are a difficult time, but this is ridiculous. Neither company seems to have any intention of helping.

  Business Response

  Date: 12/07/2023

  Hello *******,

  We are sorry to see the troubles you have had getting your TV scheduled. We have gotten this addressed at your local facility and they just gave you a call to get you scheduled for the first available date that we are in your area. Please check your VM and give that # a call and we will have you all set for delivery. Thanks! 

  Customer Answer

  Date: 12/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and appreciate that a delivery date has now been scheduled. 
  
  Thank you.