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

  176 Grove St Franklin, MA 02038-3197

• 

  RXO

  47440 Michigan Ave Ste 130 Suite 130 Canton, MI 48188-2218

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:12/04/2023

  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 ** thru Amazon and RXO was in charged of delivery process. When I purchased the ** I scheduled it to be delivered Saturday December 2nd between 11am and 2pm. Well, December 2nd came and they show up at my house at 7 am. They knocked and call me that they were outside. I was knocked out asleep so they left. As they were leaving I run out the door and wave at them and they kept going.There is a reason why I scheduled the delivery at 11am and not 7 or 8am. Because it is my day off and I want to sleep. I call them they say there is nothing they can do until the item is back at their warehouse and then from there they can reschedule delivery. The delivery guy ended up texting me apologizing because their paper order said 8am - 11am. I sent him proof of my 11am to 2pm window. Apparently their system is faulty and their employees and customers pay the price. When I was on the phone with a customer service person I told them they still had plenty of time to deliver it at the scheduled time and if they cannot fulfill their service they need to compensate somehow. They told me there is no type of compensation from them, that they don't do that kind of stuff. Then I tried calling again to ask about rescheduling they didn't answer for the rest of the day, maybe because it was Saturday. I called Amazon and a rep tried contacting RXO and told me the same thing, no response from RXO.I hope they can communicate better for rescheduling and hopefully they can also compensate for their mistake.

  Business Response

  Date: 12/04/2023

  Hello,

  We are very sorry we arrived to your location earlier than anticipated on Saturday. We are getting this addressed at your facility now to see how quickly we can get you back on the schedule and ensure the team arrives in between your window that was given. We will reach out to you directly with updates.  

  Customer Answer

  Date: 12/07/2023

   
  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.

  My item has been delivered Wednesday December 6. However, this was only possible after a formal complain, getting in contact directly with RXO was no help, before the complain it was hard to get something out of them as all they can say on the phone is basically "Sorry, there is nothing we can do about it".

  First, I called them and requested myself to go pick it up from their hub. which Amazon offers that option but the hub manager kept denying. Their online rescheduling option was showing availability until next week, more than a week after the original delivery date. After this formal complain, they did start calling me and gave an earlier delivery date during the week. I appreciate it but it all could have been avoided by complying to the schedule, there are reasons why people schedule services.
  
  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.

  This has been the most frustrating experience of my life. I have two orders (both quite expensive) and I scheduled them to be delivered November 28th, the day I was moving into my new apartment. I get a call at 6:50am that they are on their way. Unfortunately, I was getting on a plane to head back to my apartment and I did not expect them to be there that early. I asked if they could come back anytime after 9:30am and they said I needed to talk to someone else. That other person told me I would have to reschedule. Then I called again later that day and the person told me that I couldn't reschedule until the item was back at the warehouse and re-scanned.Next day I have the option to reschedule. I couldn't schedule both items at the same time for whatever reason, it's fine. I schedule my mattress for Thursday, November 30th. I receive a time block for 3-7pm. Great. I wait. Nobody shows up. They then say on their end on the site an hour after the time block that "I cancelled the order". I did NOT. I was waiting! Nobody contacted me. Today is December 1st and I still have no option to reschedule that order!Now for item #2. I have a time block for that today from 4-8pm that I have reserved myself to be free for. It's now approximately 7:30pm and I have not heard anything. Called customer service around 7pm to ensure they are coming and she said she will leave them a note that I am waiting. Still nothing. I doubt they are coming today. This has been insanely frustrating. I have called so many times. I just want my items ASAP.Item #1: RXONC70OMV10C1VJ23 Item #2: RXONC70O0IE32DJJ23

  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:
  The goods have not been delivered yet. I would like both of my items to be delivered.

  Business Response

  Date: 12/04/2023

  We have gotten your 2nd delivery set back up and scheduled for 12/7 and I see an early time window has been requested. We will monitor this delivery until completion on 12/7 and provide updates as needed. 

• Initial Complaint

  Date:12/01/2023

  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.

  Ordered a washer/dryer set on ********* website. Scheduled it for the 28th of November. Waited all day with no response from XPO. Ended up calling them and asking what happened. Turns out it was delayed and not expected until the 29th. I said that wouldn't work and asked them to reschedule it to December 1st. They said they don't know if they could do that but that they would send a urgent email to request my new date. The next day they sent a text saying that they would be delivering it that day on between ****pm. No acknowledgement of my request for the 1st of December. I took off work that day so I could be there. I waited all day with no response or update. I called at 4pm to ask what happened. They said that I had requested the 1st of December and it wouldn't be there until then! The next day on the 30th I get a text saying the are unable to deliver on the 1st. At this point I'm sure I won't even receive my washer and dryer. Absolutely terrible communication and unacceptable.

  Business Response

  Date: 12/01/2023

  Hello,

  We are sorry to hear about your experience with RXO to this point. We have gotten this addressed at your local facility to see if we can get you an earlier delivery date and assurances this will be completed. As soon as we have any updates, we will reach out to you directly. Thank you for your feedback. 

  Customer Answer

  Date: 12/01/2023

   
  I am rejecting this response because:
  After filing my complaint my delivery time went from the 11th of December to the 7th of December. I checked it later today and now it says I need to schedule a date. I called customer service and it says the 12th of December. Horrible horrible business. Like I said before I'm starting to doubt I'll even receive my washer/dryer. RXO is the worst company I've ever had to deal with. I'm going to keep filing complaints until my issue is fully resolved. 

  Business Response

  Date: 12/04/2023

  Hello *******,

  This has been addressed at your local facility and we have you all set for delivery on 12/12. It will be marked as VIP to ensure no more delays. Thank you for bringing this to our attention.

• Initial Complaint

  Date:11/30/2023

  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.

  Purchased a washer/dryer set from ********* Delivery was to come from rxo warehouse on mulhauser road in **********,** on 11/29/23 between 3:00-7:00 pm. At approximately 5:30 pm my wife received a phone call that the driver was running late delivery would be between 8:00-900 pm. Not a problem. At 8:03 pm we received an email that our delivery would not be made. We called to see what happened and the call center said they didnt know they would contact us for reschedule. We then noticed a little later a note was added to our tracking that they claimed they were at our house at 1:56 pm and no one was home and that was reason for not delivering. I was home all day, cancelled things etc. never left the house. Ring cameras confirmed no one was at my house. Called back and still no help from customer service other than telling us they would escalate. Called back the next morning and now they claim they have a photo of them at our house, asked to send us photo, have not seen it. Also it now says delivered one of the items at 11/30 at 8:03 am.Called customer service agains asked for a supervisor and they informed us **** from the local warehouse was going to call us.. still have not gotten that call. Even on the ******* website our order says partially delivered. When nothing has been delivered.I just want to have my items delivered and not be lied to and jerked around. If you cant make commitments its one thing. But for a company to flat out lie to a customer in todays age when I can verify through technology that you were not at my house is ridiculous. If you are having anything delivered by them please be sure to document everything and make sure you can catch their lies.

  Business Response

  Date: 11/30/2023

  Hello,

  We are sorry to hear your delivery was not completed yesterday. We have gotten this addressed at your local facility to get your delivery back on the schedule ASAP. 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.
  

  Someone at the local warehouse contacted us and appliances were delivered 12/24/23
  
  Thank you. 

  
  

• Initial Complaint

  Date:11/30/2023

  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 appliances to ** on 4 August 2023. During the delivery the workers entered our home smelling strongly of marijuana and proceeded to puncture holes in our walls-through the drywall, stripped our ******** down to the original wood, left oil handprints all over the walls and our front door that can't be cleaned off-while trying to deliver and install said appliances. We submitted a claim through RXO for the damages and provided an estimate of $5K. We still have not been provided a check to have our home fixed but were informed that we would only receive $3045.13. This does not fix the damages done. The estimate has now expired as well. We also know that we will have to come out of pocket to have the remaining areas of the house painted (open concept) as the insured said they were not responsible to restore the house to the condition it was prior to the damage occurring. We could use help in rectifying this matter.

  Business Response

  Date: 11/30/2023

  Hello,

  We are sorry to hear about the damages that occurred upon delivery. We would like to get this addressed at your local facility ASAP. We have reached out to you directly in regard to this issue to locate your claim and further assist. Looking forward to hearing from you

  Customer Answer

  Date: 11/30/2023

   
  I am rejecting this response because:  This has been an ongoing matter for 3 months and until it's resolved I do not want this closed. We have been working with the local office and received a quid pro quo offer. They will only release the funding ($2K less than the actual damages incurred) if we will release them from ALL liability.  Until the damages are properly fixed and paid for by those who did the damage, this matter remains open and unsatisfactorily answered.  We have gone months with no response from the local office!  We have gone months being ignored by the insurance company.  *********** smelled strongly of marijuana.  They damaged our appliances upon delivery and we had to wait for new appliances to be ordered. They incorrectly installed our washer and failed to install our dryer because they didn't have the proper tools.  This seems to be standard practice for this company.  I would like to be properly compensated for damages done to our home.  *********** provided by RXO is poor and being coerced into signed a document is unethical and immoral. 
  

  Business Response

  Date: 12/01/2023

  Hello,

  RXO has agreed to pay the difference in the amount difference you are looking for after the insurance appraisal was done. Thank you

  Customer Answer

  Date: 12/04/2023

   
  I am rejecting this response because I have not received the payment.  While RXO has agreed to pay the difference, they will not pay until work has been completed. Given that we don't have thousands of dollars just laying around to cover the costs of damages down by another company, it will take time for us to come up with the money to front the costs of these repairs.  Until we are paid in full, this issue is not resolved and I do not accept this response a satisfactory.
  
  

  Business Response

  Date: 12/06/2023

  Hello,

  We are completing the necessary documents/settlements for you to get your funds. Thank you

• Initial Complaint

  Date:11/30/2023

  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 had a delivery scheduled for tomorrow for furniture I purchased for about $3k I got rid of all of my current furniture today planning to have the new furniture tomorrow. Now I am being told I cant have it until the 28th of December when its just sitting in their warehouse. I even offered to come get it three hours away from my home and was told NO! This is unacceptable. I have family coming for Christmas and no where for them to sit.

  Business Response

  Date: 11/30/2023

  Hello,

   

  We are sorry to hear that we were unable to get your delivery completed as originally planned. We are getting this addressed now at your local facility to see if we can get you an earlier date (at least before Christmas). We will reach out to you directly with updates as needed. Thank you for your feedback.

• Initial Complaint

  Date:11/30/2023

  Type:Product 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.

  RXO partners with Living Spaces.I canceled my order with Living Spaces and received a refund but RXO has texted, emailed, and called me 3 times to schedule a pickup for a product I do not have. Each time, I have to call RXO to state that there is nothing to pick up and Living Spaces has refunded me. However, something is going wrong on their end and I keep getting notified to schedule a pickup. At this point it is harassment. I have called Living Spaces to rectify this issue to no avail either.

  Business Response

  Date: 11/30/2023

  Hello,

  We are sorry for reaching out to you. Living Spaces continued to send ** work orders for pickups that were sent in error which resulted in automated notifications going out to you. Your orders have been cancelled and you will receive no further contact from us. Thanks for the feedback.. 

  Customer Answer

  Date: 11/30/2023

   
  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:11/30/2023

  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.

  This company delivered a ******* washer and dryer on November 25. The workers that delivered and installed the dryer lied to us about the dryer. They installed It and we heard a very loud noise. When we asked what the noise was they told us the dryer wasnt leveled, but they fixed It. They took our tip and left. They scratched our walls and floor as well. Once they left we turned the dryer on and realized It was still making the same noise and was completely broken. We are unable to get a replacement because RXO has not marked It as delivered, 4 days later. I am now left without a functioning dryer which I spent a lot of money on. Shame on this company.

  Business Response

  Date: 11/30/2023

  Thank you for taking the time to communicate to us why our recent delivery/installation of your purchased goods did not meet your expectations.  We take this opportunity to acknowledge the complaint lodged against our company through the Better Business Bureau; and have every desire to address your needs and provide the best solution available. 
  We are escalating this complaint to the Senior Manager at the hub to address; we will work towards a resolution.? 

  Customer Answer

  Date: 11/30/2023

   
  I am rejecting this response because: no resolution has been found yet.
  
  

  Business Response

  Date: 12/01/2023

  Good morning,
  
  

  Customer Answer

  Date: 12/01/2023

   
  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:11/30/2023

  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.

  This is the worst delivery company I have ever encountered. Ordered a Peloton Bike as a Birthday Gift. The day it was scheduled to be delivered by RXO it was postponed without even a phone call. They rescheduled it for the next day between 2:00 and 5:00 PM. The next dayshocker. No one calls me between 2:00 and 5:00 PM. **************** can't call the people on the road. Give you an ETA. I called multiple times and they claim that some one will call you back. The phone calls never come. You spend hours on the phone trying to get answers and your calls are routed to call centers overseas where they can literally give you no information. I spent $2300 on a bike I have yet to receive, Not one person has called me.

  Business Response

  Date: 11/30/2023

  Hello *******,

  We are sorry to hear about your experience with RXO so far. We have gotten this addressed at your local facility and they have stated we will be getting this delivery out to you today 11/30. He will be giving you a call shortly in regard to this. We will monitor until completion and follow up once it has been completed. Thank you for your feedback.

• Initial Complaint

  Date:11/29/2023

  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 fridge from ******* last week for a scheduled delivery date of 11/27 from **** I took the day off of work so I'd be home to receive it calmly. 4:00 came and went and I contacted RXO in the live chat option and was told that they were on their way and I'd get a call 30 mins prior. At 7pm I called customer service number and was told 3 different things by the same rep: that they came and left a note, that they called me, and that the truck broke down. No one came here, I have been home all day. Ring doorbell shows no one rang my bell. No one from the company called me. Ever. And now the truck supposedly broke down and they sent my fridge back because they're unable to deliver. I told the rep that none of this was acceptable and she said, "ok they'll call you in the morning to reschedule." I asked her to let me speak to a manager and she hung up and transfered me to a number that keeps repeating IF YOU'D LIKE THE SYSTEM TO SAVE YOUR PLACE AND CALL *** BACK WHEN AN AGENT IS AVAILABLE PRESS **** it doesn't even sound legit While I was on hold I came online to check on this company and read the complaints people had which were a lot like mine. This is unacceptable and it's not fun to have to take a day off of work to receive nothing and on top of that be told lies. It's not ok. I want my refrigerator delivered intact and properly installed and while you're at it pay me my day's wages.

  Business Response

  Date: 11/29/2023

  Hello,

  Thank you for reaching out to us in regard to your delivery not being completed yesterday. We have gotten this addressed at your local facility and have rescheduled for Friday Morning (12/1) per your request. The delivery has been marked as VIP and we will do everything we can for things to go smoothly. We will monitor until completion and provide updates as needed. Thanks again for your feedback and we will stay in touch.