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

  4600 Tiedeman Road Unit B Cleveland, OH 44144

• 

  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

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:06/27/2023

  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.

  RXO logistics hasnt delivered my appliances and has been in poor communication with the actual location of my appliances from Best Buy. They called me 20 minutes before the delivery which was unacceptable notification time. The employee *************************** was supposed to call me back as was the Area Manager *****************************. Neither employee contacted me with a resolution. They said they would deliver the appliances on 6/26 and they stated that they couldnt find the appliances at the warehouse but Best Buy informed me that RXO returned the appliances back to the warehouse for a reason that wasnt documented

  Business Response

  Date: 06/28/2023

  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. 

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. Still very unhappy with how we were treated in the process and how poorly our time was valued.
  
  Thank you for contacting the company.
  

• Initial Complaint

  Date:06/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer abd dryer through ******* and it was to be delivered and installed on 7/16/2023. The delivery happened but the installation dud not. The guy said he was missing items in tool kit and would return to install on Saturday. I spoke to an RXO representative and was told it would be installed on 6/22 abd they would fall when they were on the way. On 6/23 I spoke to another RXO representative and she said she had to get permission to file a work order gecause the job was complete. I have spoken with ******* twice also. The washer is in my living room and dryer is in the bathroom both are still in original packaging and left where delivery person put them

  Business Response

  Date: 06/28/2023

  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. 

  Customer Answer

  Date: 06/29/2023

   
  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:06/21/2023

  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.

  Please look up the Yelp reviews on ********* RXO to confirm that my issue with RXO is not an isolated incident.We ordered our washers and dryers from ** directly, and they contract out to RXO for the home delivery, installation, and takeaway of old devices/units.Except, RXO doesn't actually deliver. I've called off of work 3 times to be there for the expected delivery window (they are supposed to call a half hour before) only for them to never call and when I reached out they then said the delivery was cancelled due to "truck broke down" each time. Looking at the reviews of the company, this is likely the case for each person that is unfortunate enough to have their deliveries sent through this company.I am genuinely angry and given that this issue has happened to so many others, I do think this business needs to be closed. I have called ** and told them as such and have now cancelled my order. However, I am out almost a month of waiting, 3 days of PTO, the sale price during the time that I bought the units (was memorial day and the sales were only that day). Seeking the company to either be closed to fined to help prevent this for other customers, refunds for my PTO that I had to take for this company, and the difference in cost when I order new washers and dryers (same model) at a non-sale price.

  Business Response

  Date: 06/28/2023

  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.

  The unit was received on 6/13 from ** and the first scheduled date to deliver was 6/21.  You did reach out to us as early as 6/7 to try and schedule your order and you were advised that we did not have it in our possession yet and we would reach out to you to schedule once it arrived. Unfortunately the delivery team called off last minute on 6/21 and we did reach out to you to advise that the order would need to be rescheduled.  You expressed that you were not satisfied with the reschedule and advised that you would reach out to ** to cancel your order.  When we received notification from ** on that same day to let us know that you were requesting to cancel your order, we did try reaching out to you once more to apologize for the inconvenience and try to salvage the sale but you did not call us back.

  We do not compensate for lost time, we will issue you a gift card in the amount of $100 as a customer service gesture.

• Initial Complaint

  Date:06/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a delivery ( based on RXO's available delivery dates) of a mattress on 6/6 for 6/19 delivery. Received confirmation. On 6/18 at 7:29pm, I received a text stating it couldn't be delivered on 6/19. Again, based on RXO's calendar of available dates, I set up delivery for 6/21. I received confirmation for that date. Now, on 6/20 at 6:47pm again I receive a text stating they cannot deliver on 6/21 now. Contacted RXO both times and was told there is no truck routed to my area. Then why was it an available date on their calendar?

  Business Response

  Date: 06/28/2023

  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.
  Our records indicate that your order was delivered on 6/21.  We sincerely apologize for the delays.  Please advise if you still require our assistance with this matter.

• Initial Complaint

  Date:06/21/2023

  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 dishwasher from ******* on June 10th 2023 for $899 including dedicated delivery service, haul-away service, and installation service.These service are suppose to be provided by RXO company. My dishwasher got delivered on Jun 24 th but the haul-away service team and installation service team never come. On Jun 14th. My dishwasher got delivered. The delivery guy told me that the plumber who will do the haul-away and installation will contact me by the end of the day. No contact.On jun 14th. I contacted a support named ****** and she said she will send an email to the concerned party. Refused to forward me the email. Refused to share any information.On Jun 16th. I contacted a chat support on RXO tracking website named *********A and he told me that I need to uninstall the old dishwasher myself and haul-away service only move that dishwasher for me. He refuse to provide more information, provide bad attitude, said he know nothing and kept redirect me to other phone numbers.On Jun 16th. I contact ****** again, she told me the waiting time can be as long as 2-3 weeks on the installation and haul-away service. And she said these service are not provided by RXO and are outsourcing to some contractors. What she can do is to send an email. She refused to share more information. Also refused to forward me any emails.On Jun 19th. I contacted both ******* and RXO and RXO said they will send an email but refuse to share any more info with me.RXO tracking: RXONC70OADQYW1AF23 Retail tracking #**********

  Business Response

  Date: 06/28/2023

  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.

  Looking through the notes on your order, it states that we were not able to complete the installation because you paid for basic, not licensed.  The dishwasher that you purchased requires licensed installation. You need to reach out to ******* to get the correct installation added to your order and then we can return and complete the service. 

  Customer Answer

  Date: 06/29/2023

   
  I am rejecting this response because: It is not the truth! You lied. I got both basic and licenced installation service; see attachment_1. I also have your customer service confirmation in attachment_2 that you can install. On the ******* side, my installation service fee is paid for this particular model with model number on it; see attachment_3. It's been a while and I still not get my installation solved
  
  

  Business Response

  Date: 06/29/2023

  Someone from our team just reached out to try and speak to you to confirm the process.  We reached out to the name and phone number on the order, a voicemail was left. Please return our phone call.

  Customer Answer

  Date: 07/05/2023

   
  I am rejecting this response because: I called, ask me to wait, until now, still waiting.
  
  

  Business Response

  Date: 07/06/2023

  We will try reaching out once more.

• Initial Complaint

  Date:06/19/2023

  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.

  Company has failed to deliver my items after confirming my delivery twice! They keep pushing the delivery date back. No one is EVER available to help me and the issue is ALWAYS being "escalated" and I am told I will get a call back which NEVER comes. RXO is not forthcoming with customers and I'm wondering what has happened to and or with my products that I am paying for but do not have in my possession.

  Business Response

  Date: 06/19/2023

  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:06/15/2023

  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 for Tonal in January 2023 and it was delivered and installed on February 20, 2023. Two employees arrived at my house in the morning and advised that they were there to install my Tonal exercise machine. Once they arrived, I showed them the space that the Tonal was going which was in the upstairs office. Prior to them bringing in any equipment, I told them to please be careful with the walls because I just paid to have them painted. The installation started off with them running into my ring camera with the product. As a result, the camera was dented and damaged due to the women slamming into it while bringing the product inside. Upstairs in the office, they were taking measurements and one of the women was walking around my office (away from the wall where the Tonal was going to be installed) she dropped a tape measure down the front of my TV which was sitting on the ground and away from where the Tonal was going to be installed. The tape measure hit the top and essentially slide down the front side of the tv where you utilize the screen to view television when it is turned on. The remark from one of the females when she dropped the tape measure was oops, well its a Monday. I am very disappointed in this experience and the damage to my items because of the incompetent delivery personnel. I filed a complaint immediately with ***** and asked for the equipment to be uninstalled and returned but they stated that the complaint would have to be pushed through to RXO. It is now June and I have not received a check to cover the replacement cost of the items that were damaged. I also have a video from my ring camera of the two delivery women running into it and damaging the item.

  Business Response

  Date: 06/19/2023

  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: 06/23/2023

   
  I am rejecting this response because:
  I have not received an update to this issue. We are approaching July and this took place back in February. Please provide a response.

  Thank you,

  *****************************

  Business Response

  Date: 06/29/2023

  Your claim will be reopened and sent over to insurance for assistance.

  Customer Answer

  Date: 07/02/2023

   
  I am rejecting this response because:
  I need more information on the process and timing for payment. As *** stated before, this took place in February. I have waited 4 months and there has been no outcome. I expect a more detailed and  thorough response for the process and when I can expect to receive a check to cover the damages. 
  

  please advise!

  Business Response

  Date: 07/10/2023

  RXO takes damage claims seriously, and we deeply regret the delay in resolving the damage claim. We have escalated this delay to our Director of Claims, and VP of operations for this region.

   

  RXO has a formal, documented claims process to ensure all claims are handled appropriately. The next step on this claim is to make sure the contracted carrier who completed the delivery and install submits this damage claim to their insurance company so it can be fully reviewed and resolved by insurance.

   

  Once the claim is submitted to insurance, we will provide the customer with the name of the insurance company, claim number and company phone number. Once a claim adjudicator is assigned we will provide the name and contact information for the adjudicator as well.

   

  If the customer would like an additional point of contact, they can also reach me at my contact information below.

   

  *********************

  **************

• Initial Complaint

  Date:06/15/2023

  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.

  We ordered a dishwasher from *********** part of the order included haul away of the old dishwasher (if we had it uninstalled), installation of the new dishwasher. On Friday 6/9/23, at the cost of $120, we had our old dishwasher uninstalled. The new dishwasher was delivered at approximately 7:30 pm Saturday 06/10/23. The installation never took place as the installation person did not have the kit - he stated that their manager at the RXO Hub put all the dishwasher kits on a different truck. On 06/13/23, I received a message that the dishwasher installation would take place between 3pm-7pm, I called at 6:30 pm to confirm the installation and was told that no installation was scheduled. Called again on 06/14/23 and was told again the installation would be a priority, called to find out status four hours later and was told it would be ***** hours before RXO may have the kits in stock. We are now five days without water in our kitchen which will continue for another two days or more, a dishwasher sitting in the middle of the kitchen, this is the worse customer service we have ever had received by any company, no return communication, no effort to make our situation a priority - this RXO Hub is located at ***********************************************************************.

  Business Response

  Date: 06/19/2023

  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: 06/19/2023

   
  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.

  On Saturday two different RXO employees installed the dishwasher, first question they asked was why wasn't the dishwasher installed at delivery, I explained the installer did not have the necessary kit.  Obviously, communication needs work at the Natomas RXO Hub.

  
  Thank you. 

  
  

• Initial Complaint

  Date:06/14/2023

  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.

  We ordered a washer/dryer on May 30, 2023 from ******* and they contracted deliveries through RXO. They gave us a 4 hour window in which it would be delivered on the agreed upon delivery date of 5/05/23. They cancelled the delivery the day of due to driver shortage. There was no communication leading up to the last minute cancellation which we had to take time off from work to be present for the delivery. After giving them another opportunity to deliver the W/D rather than cancelling, we agreed for the delivery for another week plus (6/13/23). Again, last minute cancellation, minutes before the end of the delivery window, without any prior communication. This is twice in a row with no communication and no alternative solution. They guaranteed that it would be delivered on the new date. We are now two weeks without a washer and dryer, time taken off to receive the washer/dryer, with no solution offered other than another delivery rescheduled. In speaking with *******, it was conveyed to them that WE cancelled the delivery, when it was RXO who failed to deliver the items when promised and it was cancelled on their part. Terrible business practices, no consequences for their lack of follow through, and no accountability. I will never purchase from any company that uses RXO as a delivery service. Unreliable and unprofessional.

  Business Response

  Date: 06/19/2023

  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, the phone number you provided is missing the last digit. 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?  

  Customer Answer

  Date: 06/19/2023

   
  I am rejecting this response because:
  
  the order number I have for the product : 102410505

  Additionally, according to ******** RXO claimed that these products have been delivered which it was not. It was rescheduled twice, within minutes of the end of the delivery window. The worst customer service experience ever.
  

  Business Response

  Date: 06/28/2023

  Can you please provide the phone number that is listed on the order?  This order number does not pull an order with your name.

• Initial Complaint

  Date:06/12/2023

  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.

  The truck broke down for the 4th time! excuse me, I mean the 4th time was from complications with the truck, not a break down I took the day out of work twice this week, stayed home today even longer because I was told that the machine would be here by 9pm, and then was told the truck had complications I keep getting hung up on by the call center while Im trying to find out what is going on, is it coming today, is it coming tomorrow? Who knows, I guess its a surprise

  Business Response

  Date: 06/19/2023

  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.  Please advise if you still require our assistance with this matter.