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

  3402 4th Ave S Fargo, ND 58103

• 

  RXO

  5720 S 40th St Phoenix, AZ 85040-3934

• 

  RXO

  1501 Key Rd Suite C&D Columbia, SC 29201

• 

  RXO

  1602 Park 370 Ct Ste 1602 Hazelwood, MO 63042

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:12/07/2023

  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.

  RXONC70ORNAGP3GK23 My item item was originally suppose to arrive on 11/27/2023 purchased through ******* website on 11/16/2023. It was rescheduled for 12/05/2023 due to a truck apparently braking down. Now its has been rescheduled to 12/12/2023 for the truck braking down AGAIN. I didn't get a notification or a call for the rescheduled I had to refresh the tracking. I also signed up for text notification about the delivery and no notice there either. RXO had my item since 11/21/2023 and its been sitting in Ankeny which is only 30 minutes or so away from the delivery address. This is unacceptable to spend over $1800 for a item for it to be continuously rescheduled every week when the location is NOT far at all. I could drive there myself faster than RXO can deliver my ONE item. Every time I ask for resolution all i get is reschedule and the reschedule date happens to been a truck braking down conveniently. There's no actual priority to get my items delivery other than waiting a week each time it should be priority to get it out the next day. For RXO to hold onto my item for this long that I had purchased is unacceptable and there is no real resolution for my item to be delivered other than being told to reschedule. RXO currently in care custody and control of MY item that I had bought, the condition of the item is questionable as I am sure its not kept in a ******* control warehouse or item can be very well considered stolen since there's no physical resolution provided at this time.

  Business Response

  Date: 12/07/2023

  Hello,

  We are very sorry that your delivery has been delayed. We got this addressed at your local facility and they reached out to you directly. We have gotten this back on the schedule for 12/8 and marked the order as VIP to ensure this delivery takes place tomorrow as smoothly as possible. Thank you for your feedback.

  Customer Answer

  Date: 12/08/2023

   
  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:12/06/2023

  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.

  Terrible experience. Waited all day for a delivery ($3k item) that was a no call no show. After hours on the phone with customer service reps I still do not have an answer as to why my item was not delivered. Im being told it can only be delivered in another two weeks and dont expect it then either. If you are ordering an item from a company to be delivered by RXO dont hold your breath on actually receiving it. This is the third item this has happened with.

  Business Response

  Date: 12/06/2023

  Hello ******,

  We are very sorry your delivery was not completed as planned. We contacted you yesterday and will partner with you until delivery completion on 12/11. Thank you for reaching out.

• Initial Complaint

  Date:12/05/2023

  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 husband and I purchased a new refrigerator from ******* ****** then hired RXO to fulfill the delivery portion of our purchase. RXO then hired ************** to actually deliver and install the fridge. They installed the fridge and did not use any plumbers tape on the connection or confirm that there was no leak before they pushed it back into my built in cabinetry. It took approximately 6 weeks for me to find the leak since the water went down the back wall and then under my flooring. My floors are warped. There is water in my cabinets and mold on the back wall. After filing a claim with ******, they referred us to RXO. This was originally reported in August. Come to find out since the original claim was filed, ************** does not have any insurance to handle the delivery and installation of this product. On Monday, November 20th, RXO finally said that they were going to open a claim with their insurance to get my kitchen fixed. It has now been ANOTHER two weeks and there is no response from their insurance. They is no proactive follow-up with me. If I send them an email, the response I get is "they are reviewing the claim". My family has now been breathing in mold since July! I just want my kitchen fixed! We remodeled the whole kitchen 4 years ago and now my floors and cabinets are ruined!

  Business Response

  Date: 02/15/2024

  Hello,

  We are very sorry to hear about the damage caused to your home. We are getting this addressed now at the local facility and will provide updates to you as needed. Thank you for your feedback. 

• Initial Complaint

  Date:12/05/2023

  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 have order a washer/dryer and fridge from ******** which should be delivered and installed by RXO. My delivery has been cancelled 3 times by RXO. First time for "family emergency" according to the representative on the phone. She got me rescheduled for a few days later, which also got cancelled for other reasons. Took another week to reschedule because the items were not at the warehouse, yet. Finally got it rescheduled, but the delivery once again got cancelled due to the driver not being able to find the address. This is a new construction neighborhood with already 20 plus homes that are occupied already. I have had no issues with all other deliveries from ***************** and others. The driver did not even attempt to reach out to be to find the correct home. My street address is locatable on ****** maps so there is no reason why my home cannot be found. This time, RXO put a note on their tracking system saying that I refused the order, and shortly after, I got an email from ******* that I will be receiving a refund. Today is Dec 5th, 2023 and I placed this order on Oct 27th, 2023. I just want to have a fridge and washer/dryer at my house, but RXO doesn't seem to understand or care. I am currently waiting for the items to return to the warehouse so they could call me and reschedule for the 4th time. I am not sure how to proceed. I just want my items that I paid for.

  Business Response

  Date: 12/05/2023

  Good Afternoon,

  We are very sorry for the multiple rescheduled dates for your RXO delivery. We are getting this addressed to get you rescheduled ASAP for a date that works for you and to ensure no more delays. As soon as we have an update, we will reach out to you directly. Thank you for your feedback.

  Customer Answer

  Date: 12/05/2023

   
  I am rejecting this response because: I am waiting on a follow up response
  
  

  Business Response

  Date: 12/05/2023

  Hello,

   

  We will be getting your washer, dryer, fridge, and TV all on a route for 12/7. We will reach out to you with the time window tomorrow afternoon and provide updates as needed. Thank you

  Customer Answer

  Date: 12/06/2023

   
  I am rejecting this response because: I am waiting until delivery has been completed tomorrow. Thank you so much. 
  
  

  Business Response

  Date: 12/08/2023

  Hello,

  We are working with the facility now to get this delivery rescheduled for as soon as possible. As soon as we have updates, we will contact you directly

  Customer Answer

  Date: 12/08/2023

   
  I am rejecting this response because: the washer/dryer and fridge still has not been delivered. I checked and it looks like RXO driver does not have my street number. They only see ******* Pass, not 804 ******* Pass. I verified with ******* and they have my address in correctly. Seems like there's something wrong with the RXO address system. My delivery got cancelled again. The items are still on the delivery truck today. Please have them turned around and deliver the items today please. 
  
  

  Customer Answer

  Date: 12/08/2023

   
  I am rejecting this response because:

   

  Date Sent: 12/8/2023 11:42:04 AM
   
  I am rejecting this response because: the washer/dryer and fridge still has not been delivered. I checked and it looks like RXO driver does not have my street number. They only see ******* Pass, not 804 ******* Pass. I verified with ******* and they have my address in correctly. Seems like there's something wrong with the RXO address system. My delivery got cancelled again. The items are still on the delivery truck today. Please have them turned around and deliver the items today please. 
  

  
  

  Business Response

  Date: 12/08/2023

  Hello,

  We have reached out to you directly to assist with this issue. Thank you for providing landmarks to assist us getting to this new address. We are sending a new team out to your location tomorrow to get this delivery completed.

  Customer Answer

  Date: 12/08/2023

   
  I am rejecting this response because: I want to confirm delivery will happen tomorrow first. Thank you for your help ******!
  
  

• Initial Complaint

  Date:12/05/2023

  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 ordered a chair on Amazon on 11/19/2023 (Order #***-5948112-8171452). I was told that the delivery would be on 12/04/2023. I was contacted by RXO on 12/02/2023, stating that they could not deliver on 12/04/2023 due to it being a Monday they only delivered to my area on Fridays, so they would have to move the delivery 12/08/2023. I was very unhappy about this, and made them aware. I stated that I should have never been told delivery would be on 12/04/2023 if they knew they couldnt fulfill that date. No apologies were made. I contacted Amazon on 12/04/2023 to make them aware of the situation and asked for a credit or partial refund due to the negligence and inconvenience caused. Amazon stated that RXOs notes stated I wanted to reschedule (which was not the case they said that was my only option). So, RXO lied to Amazon and was dishonest in their notes, providing misinformation. They state they record their phone calls, so my statements can also be proven by their phone call. I never asked for a rescheduled delivery. I was told by RXO that they had to reschedule due to their own schedule. I am contacting Better Business Bureau today in order for a full refund/partial refund/Amazon credit due to RXO and Amazons negligence, inconsciente, and misinformation that was provided to me. This complaint has been filed against both RXO and Amazon.

  Business Response

  Date: 12/05/2023

  Thank you for taking the time to communicate to us your issue with the delivery delay. 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: 12/05/2023

   
  I am rejecting this response because: I am waiting to hear the resolution put forth by RXO. No resolution was put forth or mentioned, just that they were communicating with a Senior Manager and that they were looking for a resolution.
  
  

  Business Response

  Date: 12/05/2023

  Hello ******,

  We have gotten this addressed at your local facility. Amazon booked and allowed scheduling for an area on a date that we do not service. We deliver to your area on Fridays only. This has been scheduled and routed for Friday 12/8 and has been marked as a VIP order to ensure everything goes as smoothly as possible for you. Thank you for reaching out to us 

  Customer Answer

  Date: 12/05/2023

   
  I am rejecting this response because: While I understand your delivery schedule, it still does not negate or make this situation any better. RXO's delivery schedule should have been communicated with Amazon, and RXO and Amazon should have put forth better communication about their deliveries. I should have never been notified of a delivery that was supposed to occur yesterday (Monday, December 4, 2023) if you could not fulfill it. I was anticipating this item to be delivered yesterday and worked out events that I had scheduled around it, only to be told that it was not going to be delivered on the day I was told. It is a huge inconvenience, and the so-called apology does not negate or make up for that inconvenience. Furthermore, after I was told a delivery would have to be rescheduled due to your scheduling (not mine, yours), I contacted Amazon and told them I wanted to be compensated for this inconvenience -- whether that be a full refund, partial refund, or Amazon store credit. And then I was told that RXO employees told Amazon that I requested a rescheduled delivery -- which was never the case. I was adamant that I wanted the item as of yesterday, but was told RXO couldn't make that happen. Your employees lied to Amazon and misinformed them. Due to Amazon and RXO's negligence, inconsistencies, and misinformation that was provided to me, I contacted BBB to see what could be done. I was notified today that there was an offer made. After checking my complaint with the BBB, there was no offer or resolution that was made, so I rejected the message sent from RXO. There has still been no resolution that you have put forth. An "apology" is not a resolution, and so my complaint against RXO with BBB still stands. 
  
  

  Business Response

  Date: 12/05/2023

  Hello,

  We will continue to monitor this delivery until completion on 12/8 and will provide updates as needed to ensure everything goes smoothly. We will be issuing you a $25 gift card that will be processed and mailed to you within ***** business days. Thank you

  Customer Answer

  Date: 12/09/2023

   
  I am rejecting this response because: While the $25 gift card is a start, it is simply not an acceptable response. Following up regarding today's delivery - I am not sure what a "VIP" delivery is considered to your company, but your company has some major issues if you consider what I received today "VIP." | unpackaged the chair I ordered, only to discover the item had been damaged in two places (fabric is torn, has a hole, and looks burnt), as well as a stain that will not come out. This is completely inexcusable and unacceptable, and I will be following up with BBB about this issue. Once again, another issue that has been caused by your company. How do you plan on fixing this? 
  
  

  Customer Answer

  Date: 12/11/2023

   
  I am rejecting this response because:

   

  Date Sent: 12/9/2023 12:04:24 AM
   
  I am rejecting this response because: While the $25 gift card is a start, it is simply not an acceptable response. Following up regarding today's delivery - I am not sure what a "VIP" delivery is considered to your company, but your company has some major issues if you consider what I received today "VIP." | unpackaged the chair I ordered, only to discover the item had been damaged in two places (fabric is torn, has a hole, and looks burnt), as well as a stain that will not come out. This is completely inexcusable and unacceptable, and I will be following up with BBB about this issue. Once again, another issue that has been caused by your company. How do you plan on fixing this? 
  

  
  

  Business Response

  Date: 12/11/2023

  Hello,

  We are very sorry that your delivery on 12/8 did not go as planned and the product arrived damaged! We have contacted you directly and will work with you if you decide to pursue a replacement with Amazon to ensure your next delivery is able to go out as soon as possible once we receive the replacement. 

• Initial Complaint

  Date:12/05/2023

  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 ******* fridge during Black Friday. The delivery service that ******* hired is RXO. We were expecting the delivery to be December 04, 2023 from 4:00 PM TO 8:00 PM EST. We heard NOTHING from the driver until 8:30 PM EST. He told us that hes going to be running late due to his delivery teammates calling off, hence hes delivering everything himself. I asked for his estimated time for coming, he told me 1 hour and let me know that he will call me when hes on his way to me. My partner and I waited, and heard nothing from him. We made him food and drinks just in case hes hungry. But he did not contact us and showed up randomly at 10:30 PM. We then helped him take out the fridge from the box. ALL THREE OF US ALL MEASURED the door, and the delivery driver assured us that the fridge will fit, even though we asked him to take off the door first (which he said no to while messaging someone on his phone). We trusted him. We even took off the door ourself just to make sure the item will fit. The delivery driver then called his son to come help take the fridge in to install. They shoved the fridge into the house, damaging our door frame and the fridge. While the fridge was stuck in the doorway, the delivery person then processed to take out the fridge door while its stuck in between our doorframe, when he told us it was not possible before we started carrying the fridge. After contacting ******* and RXO about the damage, the delivery person then contacted me personally to tell me that he did not damage anything and it was my fault and my partner was the one pushing the fridge in, when it was him and his son. This is unacceptable. Its unacceptable for our home to be damaged, our items to be damaged, and for him to contact us like that and yell and be aggressive towards me. I will never trust RXO again. Now I fear for my family and our safely due to his drivers tone and his knowledge of our address and contact information.

  Business Response

  Date: 12/05/2023

  Good Morning,

   

  Thank you for reaching out to us and we are very sorry for your delivery experience on 12/2. A claim has been entered for you and I have added in the damage photos that you included in this complaint. This has been addressed at your local facility and with our claims team and we will work towards a resolution. 

• Initial Complaint

  Date:12/04/2023

  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.

  RXO delivered a fridge that I purchased directly from ******** At the first delivery appointment they were unable to connect the fridge to the waterline and told me that they would need to return. Before leaving they failed to reseal/close the waterline. It took three weeks for the RXO team to return to complete installation of the fridge to the waterline. When they finally returned we discovered that the waterline had been leaking since the first delivery appointment, which caused significant water damage to the wall and built-in cabinets. They told me the only resolution I could seek was to submit a claim to an email address. I did that and received no response, even after numerous follow **** Eventually RXO sent an email that the claim was denied based on lack of interest. The wall and cabinets are still damaged, and they left my fridge positioned in the middle of my kitchen. Ive done my best to dry it out, but professional review & repairs by a water damage specialist is required.

  Business Response

  Date: 12/04/2023

  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: 12/04/2023

   
  I am rejecting this response because: it resolves nothing and Id like my case to remain open until theres a viable solution. 
  
  

  Business Response

  Date: 12/07/2023

  Good Morning,

  We have gotten this addressed with the claims team and they have given you a call to get this claim moving. Please reach out to them if you have any questions during this process. Thank you

  Customer Answer

  Date: 12/07/2023

   
  I am rejecting this response because: this claim is not yet resolved. A call was received from RXO and we are working on next steps. This claim will remain open until the issue is fully resolved. 
  
  

  Business Response

  Date: 12/08/2023

  Yes your claim will remain open until this is resolved. Your claim # is 583369 for reference and we will work with you until this is resolved. Thank you

• Initial Complaint

  Date:12/04/2023

  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.

  RXO have scheduled a pickup from this address on behalf of IKEA at least three times. On no occasion has anyone actually showed up. Each time, they have: claimed that they have called in advance (they have not). They have also claimed that they knocked but no one answered, the security guard confirmed that no one has asked to be let in.

  Business Response

  Date: 12/04/2023

  Hello,

  We are very sorry for the issues you have had so far with this IKEA order. We have gotten this addressed at your local facility and your pickup is now scheduled for 12/6. We will monitor this until completion and provide updates as needed. Thank you for your feedback

• Initial Complaint

  Date:12/04/2023

  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 purchased three appliances from ******* to be delivered today, 12/4/23. They were shipped on time to RXO for the "final mile" delivery and installation to my home. I received a confirmation email from ******* that delivery would be today. After not hearing from anyone on delivery time after clearing my schedule to receive the items, I called RXO. They stated that the issue was on *******'s end (not true, as I can see via tracking that the items are in RXO's possession just two towns away) and the earliest they can deliver is a week out. Not only is this delay, their lie for cause and lack of communication unacceptable, I am also unavailable to accept delivery beyond this week. The misinformation and attitude I was given have left me incredibly frustrated and require the items to be delivered and installed before 12/8/23.

  Business Response

  Date: 12/04/2023

  Hello *********,

  We are sorry for your delivery not being completed on 12/4. We have reached out to you directly and gotten this addressed at your local facility to see if we can get this delivery on a route before 12/8 per your request. As soon as we have an update, we will reach out to you directly. 

  Customer Answer

  Date: 12/04/2023

   
  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:12/04/2023

  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.

  Order # from ******** #US035348231 Date of transaction: Nov 28th Original Date of delivery: Nov 30th The first rescheduling by RXO without notifying me nor my consent: Dec 7th The second rescheduling by RXO without notifying me nor my consent: Dec 9th I have never ever have a worse experience with any other delivery company before. I picked Nov 30th when purchasing, and wish it could be a pleasant surprise for birthday.However, it got rescheduled to Dec 8th without notifying me. Then, after I got confirmation email for Dec 7th, RXO asked me to reschedule AGAIN, and the only available date is 10 days after the original date. No explanation on the lack of common, and no words to make up this situation.

  Business Response

  Date: 12/04/2023

  Hello,

  Thank you for reaching out to us to bring this issue to our attention. We are very sorry this delivery has been rescheduled multiple times and we are getting this addressed now at your local facility so we can mark your next delivery as VIP and ensure no more delays. We will monitor your order and provide updates as needed. Thank you

  Customer Answer

  Date: 12/07/2023

   
  I am rejecting this response because:

  I called the customer service and was told the delivery date is not scheduled for Dec 9th, however, she cannot guarantee 100% it won't change. 

  I will have to keep this case open until the order is actually delivered. 

  
  

  Business Response

  Date: 12/08/2023

  This has been scheduled for 12/9 dating back to 12/4. Nothing has changed and it is routed. This will be delivered tomorrow. Your time window will be finalized this afternoon and provided to you. Thank you