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

  1258 Humber Place Unit B Ottawa, ON K1B 3W3

• 

  RXO

  3515 Urbancrest Industrial Dr Grove City, OH 43123-1766

• 

  RXO

  4279 Crosspoint Dr Ste O Ladson, SC 29456-6750

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:08/16/2023

  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 placed an order through IKEA with RXO delivery that totaled $1,511.74 on 07/22/23. Of that cost, $268.92 was for shipping and delivery. At the time of purchase, my delivery was scheduled for 08/01/2023. On 07/31/2023, RXO called and informed me they would not be deliver the next day due to not knowing where my items were. A few days later, they found them and scheduled my delivery for 08/11/2023 with a 16:00-20:00 window. I was told Id be contacted 30 minutes prior to their arrival. No one ever called and 20:00 came and went. I contacted them and they kept insisting they were just late and would deliver that evening. At midnight and numerous phone calls later, they told me were so sorry your items are lost, we will contact you after we investigate I get a call on 08/13/2023 from RXO, were so sorry, it was a misunderstanding, we do have your items. We will deliver on 08/14/2023. On the morning of 08/14, I receive a text that tells me my deliver window is 11:00-15:00 and that someone will constant me when theyre 30 minutes away. At approx 13:00, I check the trackers to see that my deliver has been cancelled with no reason. I call RXO and they inform me that it was an update error and they are in-fact on their way with my order and not too worry, someone will call. My delivery window again closes, no items, no call. I call again, they continue insisting theyre just late and will call me with an update soon. Another two hours so by, I call and the representative tells me that no one from their delivery hub is responding and that she needs time to investigate. She gave me her word that shed call back within the hour to give me any update even if there wasnt one. Here I am now, another 2 hours later and have heard from no one. Im afraid this company may be a scam or that someone may have stolen my items

  Business Response

  Date: 08/28/2023

  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. 

• Initial Complaint

  Date:08/15/2023

  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.

  Delivery people were careless & while moving a new range (they were delivering) the door flung open and smashed into my counter top (chipped it) and damaged the range door. They also damaged the corner of the fridge (I didn't see this happen) and shoved a box cutter under my door to hold it open resulting in a large ***** in my hard wood floors.The "repair" person from RXO (3rd party) didn't like that I was unhappy with his people (and I am not) and said he would deny my claim because I wasn't accepting his lame answers.

  Business Response

  Date: 08/21/2023

  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. 

• Initial Complaint

  Date:08/14/2023

  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 delayed my delivery once and has yet to provide an update as to when my products will be delivered. It was promised August 8th and has yet to be delivered on August 14th and I have not heard anything from RXO or anyone. Why does this seem to keep happening?

  Business Response

  Date: 08/21/2023

  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: 08/22/2023

   
  I am rejecting this response because:
  I have contacted ******** and the hub multiple times they have apparently escalated the call more times than I can count. I needs to be fixed or provide a refund

  Business Response

  Date: 08/24/2023

  We have conducted a *********** and the items are not at our hub.  We will be reaching out to ******* for a replacement.

• Initial Complaint

  Date:08/14/2023

  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.

  Ordered a mattress for my new home as I've been homeless for over a year and finally was able to buy a place. Mattress was ordered through Amazon and referred to RXO for delivery. Tracking indicated it was here in California in ******* delayed and they have delayed for over month. I keep talking to people who seem to only be able to follow a script and can not manage a simple delivery even when they were able to deliver the frame which was ordered with the mattress. Company refers all info to some contracted delivery company who can not deliver in a professional amount of time. I have repeatedly been lied to by their company who says it will be delivered and is not and have to reschedule again and again.

  Business Response

  Date: 08/21/2023

  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: 08/22/2023

   
  I am rejecting this response because I scaled it to a female manager who said they were escalating it and nothing happened.  Everytime I call the person who answers asks the same questions gets the same answers and schedules remotely but nothing happens to my product.  They are simply reading a script as I hear the verbatim same questions every time.  So their response is nothing to me as they have shown in a month + late time they don't care as managers aren't proactive as managers should be.
  

  Business Response

  Date: 08/24/2023

  Your order has been scheduled for delivery for 8/25/23.

  Customer Answer

  Date: 08/29/2023

   
  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:08/14/2023

  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.

  On March 16th 2022 we received a delivery from ******** The logistics company RXO Last Mile damaged our property during delivery. We filed a claim at that time with ******* and were referred to handle it with RXO. Since that time we have tried to get a solution with RXO. After initial communications with various employees , the tactic is always the same. They ghost you after awhile and do not follow through. Then you start with a new person. They have been stalling us since March 2022, it is now August of 2023. We spent hours and hours and provided the information that was requested over and over - estimates, pictures of the damages, anything they asked for.

  Business Response

  Date: 08/21/2023

  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 actively working on your claim and will be reaching out this week to provide you with a settlement and release form for the agreed upon amount.  

  Customer Answer

  Date: 08/22/2023

   
  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:08/14/2023

  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 for a delivery for a patio set.Tracking info:RXO Tracking #RXONC70ORIJRW5SG23 Retailer Tracking #GBQfXS33x The package was supposed to be delivered 8/5/23. Tracking shows that the package arrived at their warehouse 8/3/23 but was never checked in. we didn't receive any notifications or alerts that our delivery wasn't going to be made on time. On 8/7/23 I called them and they claimed they started a process to find the package. I didn't hear back from them. On 8/9/23 I called back and was told there was no update. I told them that wasn't acceptable and they transfered me to their customer retention department. The person I talked to there said they would send an email to the facility since it was already closed for the day and promised to contact me again the following day. On 8/10/23 she called back saying they found the package and that it would be delivered 8/12/23. I asked for compensation at this time due to RXOs inability to deliver on time or even be a real last mile delivery provider. On 8/11/23 at 6pm after the warehouse closed I received a text from RXO saying they were delaying delivery of my package again. I reached out to RXO again and was told they would reach out to a Sr ******* onsite. As of 8/12 I have received no update and using their tracking page I am being told the earliest delivery would be 8/16/23. This is not acceptable.

  Business Response

  Date: 08/17/2023

  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 delivered as of 8/17/23.  Please advise if you still require our assistance with this matter.

  Customer Answer

  Date: 08/18/2023

   
  I am rejecting this response because:I have been waiting for just under 2 weeks for the site manager to call me and discuss compensation for their missed deliveries.
  
  

  Business Response

  Date: 08/23/2023

  We apologize for the inconvenience but we do not compensate for lost time.  We will issue you a $100 gift card as a customer service gesture.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new refrigerator from ************************. The Item was scheduled for delivery on 6/2 the driver attempted to extort an extra $150.00 from me to have it delivered on that day and lied by telling me he attempted to deliver it well that never happened because we were home all day and I have a camera. In addition, he never uploaded the photo of the attempt. Then when it arrived the next day, they damaged my carpet and antique heart pine flooring, left a disaster all over the house and property. They did not install it correctly and it was damaged which you could see when it was coming off the truck. SO another one was delivered two weeks later. An insurance claim was supposed to be filed and the manager of (*********************************) never filed the claim and it is impossible to get ahold of anyone because you can only reach someone in ***************. I have attempted to call and call with no response. I have NEVER in my life had such a terrible situation between Lowes and RXO it is completely unacceptable. I can't get a hold of any management to discuss this matter. Im so tired of all the ways people try to not be responsible and really do not care how hard you have to work to get something resolved. How can anyone run a company and have little support for the PAYING customer.

  Business Response

  Date: 08/17/2023

  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 claim has been sent over to insurance.  Your agent's name is ***************************, phone number ************, claim number 23-8268910. 

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31st, 2023, two installers came to my house to deliver and install my washer and dryer. They did not I stall it properly and the washer flooded my house, dumping gallons upon gallons of water all over the floor, damaging the flooring and ruining the ceiling in the basement, as well as getting many expensive items wet and ruining them. I had to drill holes in the basement ceiling to get the water out, and now the basement has major water damage and needs a lot of work. Mold will be a problem soon. The company keeps telling me they will "forward my complaint onto" someone, but I never hear back. It's been a week and a half and that waterlogged basement hasn't been touched and no one has contacted me.

  Business Response

  Date: 08/17/2023

  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 we reached out to you on 8/16/23 and left a voicemail.  We need for you to provide us with an estimate for repairs before we can proceed with processing your damage claim. 

  Customer Answer

  Date: 08/19/2023

   
  I am rejecting this response because: I have been contacted after 3 weeks of waiting. I am waiting for full resolution of this situation before closing this case, as one voicemail and a request for a quote does not constitute a resolved case. Damage has been assessed at nearly $8,000. I will close this case once restitution is finalized. 
  
  

• Initial Complaint

  Date:08/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* contracted with RXO to deliver a refrigerator on August 9th. I received an email confirming this date. I had to miss a days work $440.00 to receive the item. At 3:11 pm we get a notification they are unable tie deliver, I called ****** after an hour on hold they transferred me to the RXO Guy named ****. He said they would deliver on Friday. So I take another day off with out pay $880 to date. I get notice the delivery will today that they cannot deliver again!

  Business Response

  Date: 08/17/2023

  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 was delivered on 8/12/23.  Please advise if you still require our assistance with this matter.

• Initial Complaint

  Date:08/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RXO was hired by ******* to deliver a washer and dryer on August 8th, 2023.RXO driver unpacked the dryer and washer in the truck. Washer had a damage on the top. I asked the driver to deliver it anyway but he refused. Driver call the RXO hub (*****: ************). She instructed him to deliver only the dryer and the kit. Driver assured me that RXO will contact ******* and will arrange replacement but I have to call *******.******* employees are unable to start the replacement process since the driver stated that I refused the delivery of the washer.I did not refuse the washer. The hub is unwilling to change the return reason in the system. Probably because they won't be paid the same amount for shipping by *******.I got a email from RXO manager (attached) stating that they are working with ******* to replace the washer. When calling the *** they said no. They said that washer is here in their warehouse and they are waiting on ******* to pick it up. "Following protocol" per say.We are 4 days later I'm still waiting on RXO to change the return reason.RXO hub is not cooperating when ******* people are calling them.I'm asking RXO to remove the reason "refuse" for not delivery in the system so that ******* can start the replacement process.What a shame too large corporation listed on the stock exchange and they can communicate with each other.Anyone care about the little client?

  Business Response

  Date: 08/17/2023

  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 the washer was delivered on 8/16/23.  Please advise if you still require our assistance with this matter.

  Customer Answer

  Date: 08/17/2023

   
  I am rejecting this response because:
  Did you read my complaint? I have to buy and pay for the new washer again. Still didn't got a refund for the first one just because your hub manager advice the driver to indicate that ****** was refused. The new order has nothing to do with the old order. 

  Business Response

  Date: 08/24/2023

  The exception for the item was entered by the team as cannot pickup and/or deliver due to item damaged.  The word refused is used by the team and hub as a reference that the unit was on the way back to the hub for return to shipper.  The word refused was only used in the notes and not on the actual exception coding.  The washer has already been returned to ******* for credit back to you.  We will reach out to ******* and advise that since it has been returned they are able to process a replacement but we advise for you to also reach out as well.