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

  620 Yankee Doodle Rd Ste 100 Eagan, MN 55121

• 

  RXO

  1500 S 71st Ave Ste 800 Phoenix, AZ 85043-3002

• 

  RXO

  5720 S 40th St Phoenix, AZ 85040-3934

• 

  RXO

  9340 Cabot Dr Ste C-D San Diego, CA 92126-4397

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:11/27/2023

  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.

  On November 24, 2023, RXO delivered a ********** to my home. My ******* order (00000BSYBCHDR00000000) included ******************* which I did NOT receive from RXO.According to my ******* order, *********** delivery service includes:Delivery of your ** by trained professionals.Placing the television into any accessible room within your home that you specify.Removal of the television from its packaging.Assembly of included television stand.Placement of the ** on your A/V furniture. (Please be sure your furniture is assembled and ready beforehand.)Connecting the television to a power supply and verifying that the television can be powered on.Removal of the packaging debris from your home.RXO's delivery folks performed a simple delivery to the room in my home...nothing else. They did NOT perform the majority of the above listed *******************s in accordance with my ******* order. I've emailed RXO requesting an explanation as to why they did NOT provide the ******************* and requested compensation from RXO.RXO Customer Support has created Ticket #*******. ********************** has not yet resolved this situation and keeps forwarding my email to others in the Company for resolution.I am seeking $100 in compensation from RXO in order to pay someone else to provide the services that RXO refused to provide.

  Business Response

  Date: 11/27/2023

  Hello ******,

  Thank you for reaching out to us as we appreciate the feedback that was provided here. We will be getting this addressed with your local facility to ensure that this does not happen for our future customers. We have processed a $100 gift card for you that will be mailed within ***** business days. Thanks again for your feedback and I hope you have a good rest of your day. 

• Initial Complaint

  Date:11/27/2023

  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.

  An appalling customer service and delivery experience. The driver showed up with no tools for an install and a haul away. He stated he has no tools and just left with my stove and told his warehouse I rescheduled which is untrue. I called customer service when he left requesting an escalation. They put in their notes that I received the item and I did not. Escalation has not called back. I have called multiple times requesting to speak with a supervisor. No return phone calls received. Finally, a resolution specialist promised a delivery of today but they put me on the schedule for Tuesday without my consent. That does not work for me. I wasted my entire day on Wednesday trying to get a resolution and the customer dissatisfaction continues. No return phone calls. No escalations. I will not place another order with a company that uses RXO delivery service. They still not have came back to my house or called in regards to the filter they left off from my microwave installation from a previous order.

  Business Response

  Date: 11/28/2023

  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.? We will reach you directly with updates 

  Customer Answer

  Date: 11/28/2023

   
  I am rejecting this response because: this a standard response and have not heard from anyone in regards to my complaint. I called several times in regards to an appointment I did not schedule and my concerns are still ignored. 
  
  

  Business Response

  Date: 11/28/2023

  Good Morning,

   

  We have given you a call and gotten this delivery rescheduled for 12/2. We will be monitoring this until completion and provide updates along the way. We are sorry for your experience overall but will do our best to ensure everything goes smoothly from here on out. Thanks again for your feedback. 

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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 pickup scheduled with RXO on 11/17 for a Peloton treadmill. I called on 11/17 towards the end of the window to confirm that this pickup was still going to happen. A few minutes later I received a call from the driver advising me that this pick up required 3 men and their truck only has 2 men for the pick up. They needed to reschedule. I understood and called RXO to reschedule. We rescheduled with a new pick up date of 11/22 and they continued that 3 men would be on that truck. On 11/21 I received the time slot of 12:30-3:30. I called them that evening to confirm 3 men would be on the truck and they confirmed. On 11/22, no one showed up between 12:30-3:30. I received an email from them saying my pick up had been rescheduled for 11/28. I called RXO and inquired about what happened. Again they told me this delivery requires 3 men and there were only 2 on the truck. They then scheduled another pick up for 11/24 however I received no confirmation for this pick up and very much doubt that anyone will show up.

  Business Response

  Date: 11/28/2023

  Hello,

  Thank you for reaching out to us to provide this feedback. We are very sorry for the experience you have had so far with this Peloton pickup. We are getting this addressed now at your local facility to ensure your pickup on 12/1 goes as smoothly as possible. We will reach out to you directly with updates as needed. Thank you again for your feedback. 

  Customer Answer

  Date: 12/02/2023

   
  I am rejecting this response because:
  The pick up on 12/1 did not take place. The delivery company you hired arrived (owner operator) and refused to move the treadmill. I tried speaking with a manager and was told a manager would call me back. I never revived a call. I still have the treadmill with no plan in place to remove it. The manufacturer of the treadmill is helping to resolve this issue. 

  Business Response

  Date: 12/04/2023

  This is being addressed at your local facility now and we will reach out to you directly with an update. 

• Initial Complaint

  Date:11/23/2023

  Type:Sales and Advertising 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 sofa from another company who contracts to RXO for delivery. I scheduled delivery for 11/21 and was given a delivery window of 3:30-7:30pm. I took the day off work to be available to meet the drivers as is required. The delivery driver was supposed to call 30 minutes before arrive to my location. At 7:15 I saw that the website tracker stated they had arrived, at this point I had received no calls, correspondence or updates from the driver, and no one was at my residence. I called customer service who told me that the driver had made a note that they had spoken to me and I had stated that I was unavailable to receive delivery today. This did not occur. The customer service agent, *****, informed me that my item was back en route to the warehouse and I could not receive my delivery today nor could I reschedule my delivery until my item was scanned back in at the warehouse. The blatant lies of the delivery driver cost me an entire work day waiting for this delivery and will cost me another when I need to take another day off to be available for redelivery.

  Business Response

  Date: 11/28/2023

  Hello,

  Thank you for reaching out to us to provide this feedback. We are sorry that your delivery was unable to be completed on 11/21 and will be getting this addressed at your local facility. I do see that the delivery was completed on 11/24 but due to another day off from work for you, we will be issuing you a gift card. It will be processed and mailed to you within ***** business days. Thanks again for your feedback and I hope you have a good rest of your week. 

  Customer Answer

  Date: 11/28/2023

   
  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:11/20/2023

  Type:Sales and Advertising 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.

  Worst f****** mailing company I have had the pleasure to deal with. Set a schedule for Saturday 11:30-3:30pm pick up and not a single person comes by or calls. Then on top of that, when you call they just tell you they will call back and never call back. Spent over 3k on washer and dryer and still cant even get it after 4 days after the delivery date as they wont update the shipping and wont actually call me. Such terrible lack of communication between customer and shipper.

  Business Response

  Date: 11/21/2023

  Hello,

  We are sorry for your experience on Saturday and thank you for bringing this to our attention. We have gotten your delivery rescheduled from 11/25 to tomorrow 11/22 per your request. We will monitor this delivery until completion and follow up with you once it has been delivered to see if everything went smoothly and if you need any additonal assistance at this time. Thank you

• Initial Complaint

  Date:11/20/2023

  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.

  My complaint is regarding the delivery of a Peloton Bike+. I originally had a delivery date of Monday, November 13. That morning, I received an email canceling my delivery. After speaking with a representative they explained they did not have staff to complete my delivery this day, and rescheduled it for Friday, November 17. The morning of 11/17, I received another email, again canceling my delivery. I called the company, and this time they said it was because the truck my Peloton was on broke down. They rescheduled my delivery for Tuesday, November 21. Today (11/20), I received a third cancelation of my delivery, and it has been pushed back to Monday, 11/27.

  Business Response

  Date: 11/21/2023

  Hello *****,

   

  We are very sorry for your overall experience with your delivery and appreciate your feedback. Upon looking at your order, we were able to get this back on the schedule for 11/21 and your time window for today is Noon to 3:00 PM. We will monitor this delivery and follow up once I see it has been completed. 

   

  Thanks

  Customer Answer

  Date: 11/21/2023

   
  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.
  

  I spoke with a representative of RXO from my local branch and she was wonderful.  She was able to help and get my shipment scheduled. I appreciate her time, patience, and assistance. 

  
  Thank you. 

  
  

• Initial Complaint

  Date:11/06/2023

  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 am writing to file a formal complaint against RXO **************** due to an extremely disappointing experience with their delivery service.On Saturday, November 4, 2023, I had scheduled the delivery of a washer and dryer set from ******** The delivery window was set between 1:30 PM and 5:30 PM. However, this delivery was never fulfilled as promised.At approximately 4:30 PM, I received a missed call from the driver, indicating that they had arrived at my residence but no one was home. I promptly returned the call within ten minutes, informing the driver that I was indeed at home the entire day and had never heard the doorbell ring or seen any delivery personnel on my property. In an attempt to verify the situation, I reviewed the footage from my Ring cameras, which unequivocally confirmed that no delivery attempt had been made.This experience has been utterly frustrating and disappointing. Not only did I waste an entire day waiting for a delivery that never occurred, but when I reached out to RXO Delivery's customer service immediately after contacting the driver, I was met with unhelpful and unprofessional responses. The customer service representative stated that there was nothing they could do to rectify the situation and, shockingly, refused to escalate the case or provide me with a case number for further reference.I find RXO ****************'s actions to be wholly unethical and unacceptable. Their failure to deliver the promised service and their customer service's inability to address the issue properly are clear indicators of their incompetence and lack of professionalism.Due to this ordeal, I am now left with no other option but to wait another week to have my washer and dryer delivered, which is an inconvenience and an unnecessary delay I should not have to endure.I kindly request that the BBB investigate this matter thoroughly and take appropriate action against RXO **************** to ensure that such poor service and lack of accountability are rectified. My hope is that by filing this complaint, other consumers may be spared from a similar experience with this company.Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 11/07/2023

  Hello,

   

  Thank you for your feedback as this will be addressed with your local facility to ensure your delivery on 11/11 goes as smooth as possible. We will monitor this delivery until completion and follow up once delivered to ensure everything went smoothly. We will be reviewing your experience on 11/4 to do what we can to avoid experiences like yours for our future customers. Thank you

• Initial Complaint

  Date:11/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a couch purchased at DWR delivered to our apartment by RXO. During the initial attempt to deliver the couch (the initial attempt was unsuccessful as the movers were unwilling/unable to get the couch into the lift even though they were able to do so with **************** 2 weeks later) they caused significant damage to the concrete floor in the lobby of our building. Building management reached out to us with photographic and video evidence of the damage and the movers causing the damage. On 10/17 they sent is a proposal for $9,687 to repair the damage. Per our lease agreement we are responsible for the damage caused by guests (movers are considered guests). I immediately (10/17) reached out to RXO via email and made them aware of the damage and sent them the proposal. I was assured multiple times that they were taking care of it with the building management. I had multiple follow *** (10/25, 10/26) to confirm that it was being taken care of, all with the same assurance that it was. This was apparently untrue. I have been charged the $9,687 by my building management to repair the damages.

  Business Response

  Date: 11/02/2023

  Good Morning,

  We are sorry to hear about the experience you have had so far in dealing with this issue. I have entered in a claim for you and gotten this addressed with your Senior Manager at your local facility. Your claim # is 587227 for your reference. We will reach out to you with updates as needed. Thank you for your feedback.

  Customer Answer

  Date: 11/02/2023

   
  I am rejecting this response because:
  1. I am receiving conflicting information from RXO about this matter. I have been in contact with ******************* at RXO since the matter was first raised on 10/17. She had previously told me this was being handled when it clearly hasn't been handled. I emailed ***** this morning (11/2) to inform her that the matter has not been handled by RXO and that the building management had not heard form anyone at RXO, despite me being told by RXO that they had been in contact with the building management, and that I would be talking to my lawyers about my options to recover the nearly $10,000 that I am currently out of pocket because of RXO's negligence and mismanagement of the matter. She emailed me back to say that "Just spoken to **** [building management] this morning the contraction that is responsible for the damages will be in touch with you today. If you would like you could contact him as well about the damages to the property. Blow is the contraction information." It was at this point I made the complaint with the Better Business Bureau as I feared I was being given the run around.  So I have 2 messages from RXO - 1) that a claim has been opened and 2) that the contractor, not RXO, are responsible and that they will be in touch with me. As at 4:10pm on 11/2 no one has been in contact with me. 

  2. Because I am out of pocket nearly $10,000 I have made an insurance claim. I have shared all relevant information with my insurance company (Lemonade) and they have tried to contact RXO to get a Property Release Damage signed by RXO so they can can pay me and pursue the matter directly with RXO. They have been unsuccessful in getting a signature for this Release Form.
  
  In my mind this complaint has not been satisfactorily resolved. 

  Business Response

  Date: 11/03/2023

  Hello,

  Your local facility has processed a chargeback to the contract carrier in the amount of $9,687 for the damages. A check will be processed and mailed to you. Please be on the lookout for contact from our claims team. Thank you

  Customer Answer

  Date: 11/06/2023

   
  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. We received a Settlement and Release from RXO on Friday 11/3. We have signed and returned the Release to them and are expecting a check in the full amount per the Settlement and Release shortly.
  
  Thank you. 
  

• Initial Complaint

  Date:11/02/2023

  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 washer/dryer unit and the attached company delivered it on Jun 26, 2023, after improperly installing the unit the water flooded my basement causing property damage. So after several months of trying to get a resolution I find they left packaging material under the unit so I havent been able to use since back in June, cause I didnt want to damage the machine. The weekend of October 21, 2023, my grandsons tried to help me balance the unit and found they left packaging material still under it, when I contacted the company still no resolution for my property damage they cause from the initial installation. I reached out on several occasions trying to resolve this with a settlement amount, still have not heard back from the moving company with any response as to my offer. At this point Im just being ignored so this is why Im filing this complaint to hopefully resolve this so I can be compensated for my property damage and move on.

  Business Response

  Date: 11/02/2023

  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 and provide an update as soon as one is available. 

• Initial Complaint

  Date:11/01/2023

  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.

  ******* hired this company for appliance delivery, RXO delivery men CUT the cord on my appliance then lied about why they cut it. Claiming it was a hard wired appliance when they were just too incompetent to remove one single screw! I just want the cord replaced. This happened in September, and I'm still fighting with this company.

  Business Response

  Date: 11/01/2023

  Good Morning,

  Thank you for taking the time to communicate to us why our recent delivery 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. Your local facility determined the amount that the repairs cost and have processed a gift card in that amount that you will receive in the next 14 business days. Thank you for your feedback.