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

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

• 

  RXO

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

• 

  RXO

  608 Business Park Ln Knoxville, TN 37932

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:09/25/2023

  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 scheduled delivery of a slide for our granddaughter's playscape three different times and have not delivered it yet. Each time, RXO has given a different excuse each time such as: couldn't fit on truck, couldn't open rear door of truck to take package out, and now were unable to deliver when I have waited all day and they never showed up. When I contacted them each time, all they said was to reschedule.

  Business Response

  Date: 09/26/2023

  Hello,

  We are very sorry for the multiple delays in regard to your Amazon delivery. We are getting this addressed now at your local facility to get this rescheduled ASAP and a member from our local facility will be contacting you directly. Thank you for your feedback. 

• Initial Complaint

  Date:09/25/2023

  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.

  On 9/23/2023 @ 9:12 AM EST, RXO, claimed I was not at home for my ***** electric range delivery. I reviewed my surveillance footage and witnessed RXO staff come to my door and leave shortly after. No knock, no doorbell, and no call. Im extremely disappointed. Here is my video evidence: ************************************************

  Business Response

  Date: 09/26/2023

  Hello,

   

  We are very sorry that your delivery did not go as planned on 9/23. Thank you for providing that info and it will be looked into. Our Lowes dispatch team has gotten this addressed and we will avoid experiences like yours going forward. 

  Customer Answer

  Date: 09/26/2023

   
  I am rejecting this response because: I need to be compensated/reimbursed for the time wasted waiting for your delivery. This is called customer service recovery.
  

  Your staff lied about me being not at home at delivery time and failed to notify me of their arrival. No call, text, or doorbell. No communication was made to me. I have supplied video evidence to RXO. I wasted my Saturday waiting on this delivery. 

  Simply rescheduling delivery is not enough to make up for this.  RXO needs accountability.
  

  
  

• Initial Complaint

  Date:09/22/2023

  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 one of the worst companies I have ever in my life delt with do not what so ever go through this company everyone you talk to there will toss you around they change the date on you so many times for delivery its been 4 months almost 5 and I still dont have my couch I got into multiple fights with these people I spoke to someone in ********** ** who claimed to be a manager yet she gave me tons of attitude and then I snap and she decided to scream back at me . Yet she couldnt listen to anything that had happen she moved my date around so many times they would cancel my date and then pick a new one months out with no warning Im honestly close to getting a lawyer at this point I think this company is fake a are only out to scam people stay far far away from this place

  Business Response

  Date: 09/22/2023

  Hello,

  I am very sorry to hear about your delivery experience to this point with RXO. I see that we have a delivery scheduled and routed for you on Monday 9/25. I am getting this addressed now at your local facility to ensure we do everything we can for that delivery to go smoothly. Thank you for your feedback. 

  Customer Answer

  Date: 09/22/2023

   
  I am rejecting this response because:
    Just delivering is not enough that couch is ***** dollars its been so late I now have a bill and no couch . Also the person at the ************** offfice that claims she is a supervisor shouldnt even have a job after starting a fight with me then ended in all screaming at eachother this business is the most unprofessional business I have ever in my life dealt with . I want half of my couch paid off . 

• Initial Complaint

  Date:09/20/2023

  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 washing machine that was to be delivered by RXO. The washer arrived at their distribution facility in ** on Aug 30th. They scheduled the delivery date for Sep 18th (the original estimated delivery date was sep 11th). They confirmed the delivery the day before and gave a window of noon to 4pm. The day of they cancelled one hour before the window stating they were running behind. I had already rearranged my schedule to be home for the delivery. When calling to reschedule the next available date they gave me was October 23rd. At this rate, the washer will be sitting in their distribution center for 2 months, assuming they even show ** in October. Meanwhile, I have a lost significant amount of time both hand washing clothes and on hold with RXO trying (to avail) to schedule a reasonable delivery date.

  Business Response

  Date: 09/20/2023

  Hello *******,

   

  Thank you for taking the time to communicate to us about your delivery delay. We are escalating this complaint to the Senior Manager at the hub to address; we will work towards a resolution and contact you directly with updates. 
  

• Initial Complaint

  Date:09/18/2023

  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 express my deep disappointment and frustration regarding the recent experience I had with RXO services. Unfortunately, I encountered a significant issue with my recent order (Order ID: ***********, and the level of customer support I received fell far short of my expectations.On Sep 03, 2023, I placed an order, Order ID: **********, which included [Washer , ******************** Dryer, Refrigerator]. However, when my order was delivered on Sep 08, 2023, I was dismayed to discover that one of the items, specifically Electric Dryer, was missing from the shipment. This has caused considerable inconvenience and frustration for me as I relied on having all the items delivered as ordered.In an attempt to resolve this issue promptly, I contacted RXO customer support hotline on Sep 03, 2023 and also several times after the issue arose, where I was met with unhelpful responses and a lack of urgency in addressing the problem. I had expected a swift resolution and assistance in locating or replacing the missing item, but the support I received was quite the opposite.I kindly requested RXO multiple times to investigate this matter promptly and take the necessary steps to rectify it. I am seeking a resolution that includes the immediate delivery or replacement of the missing item.Its been over a week and I am still waiting for the dryer despite several call made to RXO. Please help me to get my order delivered.

  Business Response

  Date: 09/19/2023

  Good Morning,

  We are very sorry that your dryer has yet to be delivered and we would love to get this addressed ASAP at your local facility. I have sent you an email in regard to your reviews that you have left online and this BBB complaint. I have also reached out to our Senior Manager in Union City to see if we can get this dryer added to a work order and out to you as soon as possible. Please respond to my email that I sent to ******************************** so we can discuss and partner together until your dryer is delivered. 

• Initial Complaint

  Date:09/08/2023

  Type:Product 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.

  As you see by the attached documents the delivery keeps getting changed. I have had to miss work and lost money due to the continued delays. I informed them to either deliver or issue a refund on the 28th. I was told that a refund would take 15 days. Here we are another missed delivery and still no refund. Ant they want me to schedule another delivery day.

  Business Response

  Date: 09/14/2023

  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. 
  Our records indicate that your order has been cancelled.  Please advise if you still require our assistance with this matter. 

• Initial Complaint

  Date:09/08/2023

  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.

  Washing machine was delivered and installed by RXO on 8/1. It was not properly installed (drain hose was loose) and flooded the entire downstairs area, causing $12,000 worth of damage to our home. The company has been back and forth in emails for over a month now, and has not provided us with any information. We cannot obtain contact information for anyone on the delivery team (RXO claims the specific team is accountable), and we cannot even obtain a claim number for this issue. I have been very patient and respectful in my contacts, despite feeling like there is no urgency and perhaps the company is waiting for us to grow tired and stop reaching out. As of this week, RXO has began to ignore me, meaning I am now sending multiple emails to get any reply - and still do not even have a claim number. I have attached the invoices showing the cost the clean and repair the damaged area of our home.

  Business Response

  Date: 09/14/2023

  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: 09/15/2023

   
  I am rejecting this response because:
  I have yet to reach resolution. The company continues to pass me around from employee to employee and company to company, and claiming to be waiting on the carrier for response. For over 1.5 months, since the incident, I have repeatedly been told this same information. Since my report to BBB, I have been provided two conflicting claim numbers, leaving me with even less faith that I will reach resolution. I would like payment for the damages caused to my home by this company immediately.

  Business Response

  Date: 09/15/2023

  This is claim is being handled by the carrier's insurance, not RXO.  We were advised by our claims department that you reached out yesterday to advise they (carrier's insurance) had contacted you.  Once the claim is with the carrier's insurance, that is who you need to work with for resolution.  

• Initial Complaint

  Date:09/07/2023

  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.

  Ordered a Coaster Homes Bedframe from Amazon on 8/22/2023.This required a scheduled delivery - scheduled it for 9/5/2023 for 8AM-11AM.Come the day of, it was rescheduled to 5PM-8PM.Called support, they said they had no record of it being delivered yet and I would get a call before they delivered and/or an update.Never received such a call that day or the following day, had to call back to inquire more about the information.They provided faulty data to Amazon saying they had "attempted delivery" and after contacting Amazon, this is simply not true. Finally received a call back from someone stating they would deliver it on 9/7/23 between 8AM-11AM - this was great!It was then rescheduled to 11AM - 2PM - okay, that's fine.Received another call saying the delivery had to be rescheduled (and they also asked me to verify information over the phone when calling me (???))Said fine to a rescheduled delivery on 9/12, but there was no promises that it would actually be delivered or not - this is also after I asked for several escalated call backs and after close to 10 points of contact to RXO - no solid resolution yet. Contacted Amazon for them to submit a formal complaint against RXO. At this point, I have taken off 4 days of work (M, T, W, Thurs) because they kept saying it would likely be delivered the next day and/or providing me proof of this (which I can provide, if needed) so it has costed me not only time, but a weeks worth of pay and just incredibly effort to try to get a straight answer from them. I've had no other contact from the business asides from them saying they are going to reschedule, which, inevitably, gets rescheduled again. No feedback about escalated calls or solid resolutions where I know my delivery will actually occur. It's sad I have to even go to the lengths of submitting a formal complaint to (hopefully) receive some type of actual response.

  Business Response

  Date: 09/15/2023

  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: 09/19/2023

   
  I am rejecting this response because:
  I have yet to receive a full resolution/follow up response. I have been in contact with someone there, but Im unaware if its their shipping manager. I would like to move forward with compensation if possible due to the multiple reschedules. 

  Business Response

  Date: 09/20/2023

  Hello,

   

  Thank you for reaching back out to us. We are escalating this complaint back up to our Senior Manager at your facility as we work towards a resolution here. 

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Tonal fitness machine during the pandemic as a means to continue exercising while in lockdown. We did not know at the time that, to avoid voiding our warranty, we could only move it with the help of RXO (the logistics company contracted with Tonal). However, working with RXO when we moved across the country has been nearly impossible. They've canceled deinstall multiple times, canceled reinstall multiple times, finally came and installed our machine incorrectly, and now they've failed to show up for a planned appointment to fix the incorrectly installed machine without any notice (that was supposed to be today, Sept 6 from 1-5 pm -- it is 5:24 now). We've also had to go through Tonal directly to try and rectify the situation, as RXO is unreliable when contacted by both phone and email.

  Business Response

  Date: 09/15/2023

  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 not able to locate your order using any of the information from your complaint. Would you by chance have a RXO tracking number or retailer reference number that can be used to locate the order?  Or perhaps the order is under a different name and phone number?  

• Initial Complaint

  Date:09/06/2023

  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 ordered a gas range from ***** a month ago and Im assuming they contracted RXO to deliver it to my home. ***** guaranteed it to be delivered Sept 1, 2023 but no one ever came. I got a text from RXO saying they had to re-schedule for Sept 6th. Sept 5th, another text confirming delivery. Immediately after that text, another one saying my delivery was delayed again! Please help!

  Business Response

  Date: 09/14/2023

  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.
  Our records indicate that your order has been cancelled per your request.  Please advise if you still require our assistance with this matter.