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

  5720 S 40th St Phoenix, AZ 85040-3934

• 

  RXO

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

• 

  RXO

  176 Grove St Franklin, MA 02038-3197

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:06/07/2023

  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.

  Date of delivery: June 6, 2023 RXO Tracking #: RXONC70O5V2XDZ1E23 Retailer Tracking #: ********** The RXO delivery team that delivered my new refrigerator from ******* scratched my hardwood floors in the first floor of my home, due to negligence and precautionary care. The scratches they caused on my floor are long and deep in all the floor areas they scratched. RXO needs to take accountability and be held financially responsible for repairing all the damage they caused to my hardwood floors.

  Business Response

  Date: 06/07/2023

  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:06/07/2023

  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.

  The RXO company has failed to pick up returned equipment on two occasions, claiming that they were unable to make the pick up because there was no one at the house. I armed my driveway cameras before the second delivery attempt was to be made while I was home. The company did not come by during the agreed on time slot, and certainly not during the time that they claimed to have come by according to the customer service representative. They claimed to have taken a picture of my house on the day of the second failed pick up-but no one entered my driveway except for my own family during the agreed on pick up time.

  Business Response

  Date: 06/07/2023

  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?  

  Customer Answer

  Date: 06/13/2023

   
  I am rejecting this response because:
  

   

  I am responding to the RXO companys request for more information and am providing the tracking number for the most recent failed attempt at pick up:

  Tracking #: RXONC70Oc0HC2PBE

  Delivery address: ***************************************

                                  ****** ** ***** Contact #: **********

   

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

   

  
  

  Business Response

  Date: 06/19/2023

  We are still unable to locate your order based on the information you have provided, what is the name of the retailer you purchased from?  Your order may have been handled by our XPO ************ not RXO Last Mile, we will forward the complaint over to them for assistance.  

• Initial Complaint

  Date:06/07/2023

  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.

  I ordered a Gas Range from ******* Early May 2023, The Range came fine but damaged by delivery guy. It bump into my wall and deep scratched my hard wood finished floor. I requested a replacement from *******. The replacement came with visual damaged in oven handle. And the delivery status is not showing as delivered. So I cant request another replacement from *******. I had to make a new order for the same item. This order came with a even worse damage, a big hole in the box, and long big scratches and dent on the side of unit. It is severely damaged. I refused the delivery, And they **** it as not at home and re attempt the delivery. And I have the re attempted date scheduled for 6/7/2023. And some f***** just randomly changed the scheduled and confirmed deliver date from 6/7 to 6/9. I called to ask for a reason. Cant provide a reason. Cant provide any resolution. And keep lying about the earlies date available is 6/9. While I was able to literally changed to 6/8 in front of them. All three units are damaged in transit. Countless time and efforts. I am requesting to fix previous replacement unit status so that it is ****ed as delivered. I am also requesting the last damaged item to be delivered ASAP, so I can arrange a replacement with *******. I further requesting compensation for damage my wall and floors. My phone number is **********. You should be able to look it up in your system. RXO is the worst company I ever deal with,

  Business Response

  Date: 06/07/2023

  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: 06/08/2023

   
  I am rejecting this response because:
  

  I will not accept the response until its resolved.

  
  

  Business Response

  Date: 06/13/2023

  You have an order scheduled for delivery tomorrow, and we have already contacted ******* for replacement.

  Business Response

  Date: 06/13/2023

  You have an order scheduled for delivery tomorrow, and we have already contacted ******* for replacement.

  Customer Answer

  Date: 06/13/2023

   
  I am rejecting this response because:
  

  I am still unable to return my previous order US357003779 from ******* due to the status of the replacement delivery never been marked correctly. The order is not marked as delivered so I cant return the order.

   

  
  

  Business Response

  Date: 06/19/2023

  The return was picked up by us on 6/16/23.

  Customer Answer

  Date: 06/20/2023

   
  I am rejecting this response because:

  
  Refund isn't processed and there is no compensation for the damage.

  Customer Answer

  Date: 06/22/2023

   
  I am rejecting this response because:

  Date Sent: 6/20/2023 3:38:57 PM
  

   
  I am rejecting this response because:

  
  Refund isn't processed and there is no compensation for the damage.

   

  
  

  Business Response

  Date: 06/26/2023

  We will reach out to you to open a claim for damages.

• Initial Complaint

  Date:06/05/2023

  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 March 13, 2023, I had a new ** refrigerator delivered to my house. RXO was the company used by ** for the delivery, installation, as well as the removal of my old refrigerator. Two employees showed up at my house in a truck with my new refrigerator and a pallet ***** They did not have an appliance dolly, appliance straps or any other tools. The 1st thing they did was watch a ******* video on how to install/uninstall the water line to the fridge. Then, they asked me for assistance on unhooking the water line to my old fridge because they did not have a wrench. They managed to get my old refrigerator to the front door but with no equipment they struggled getting it through my front door and out of the house. After 30 minutes of trying to lift and slide it out on its side they called their supervisor for help. But during those 30 minutes they managed to take gouges out of the door, the door frame, and created numerous scratches to the area.Once the supervisor arrived things went a little smoother but the damage was already done to my property.I have since emailed RXO and filed a complaint for damages. I was put into contact with *********************, a Senior Manager, as he was put in charge of my claim. (Ticket# *******, Claim# ******) I have submitted estimates to fix/refinish the door and area for $642. I have emailed ************** about every 2 weeks asking for updates to the claim. The last update I received was on April 26. I have emailed him twice since then and have not received a response.I feel RXO is ignoring me and is refusing to repair my property.

  Business Response

  Date: 06/07/2023

  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:06/05/2023

  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 new washing machine from ******* on 5/21/23 and delivery was scheduled for 5/26/23. Delivery drivers showed up in the timeframe, however were unable to shut off the water to my old washing machine because the valves had corroded. They said I must have the valves replaced by a plumber before the old machine could be disconnected. They delivered the new washing machine and placed it inside my home.I immediately called a local plumber, who came out that day and replaced the valves.I then contacted ******* to tell them that the delivery could be rescheduled. (I was already charged for the installation and haul-away of the old washing machine.)******* via email told me that they would have RXO reach out to me to reschedule. I did not hear back from RXO, so I emailed ******* again to let them know. On 5/2923, I received an email from ******* saying, "This is to inform you that, we got the response from the RXO regarding the installation service and the team states that the installation for the products has been successfully completed. Please find the attached delivered and installed images." The attached images were of the new washing machine sitting in the middle of my dining room (uninstalled). I then emailed ******* again, and informed them that this was a picture of a new washing machine sitting in my dining room NOT installed. They told me that RXO would contact me for the reschedule. On 5/30/23 I reached out to RXO and rescheduled a delivery for 6/1/23.. On 5/31/23, I received a text message and email informing me that my service has been delayed and I should visit their website to reschedule. I immediately called them and rescheduled for delivery on 6/2/23.On 6/1/23, I received another text message and email informing me that my service has been delayed and I should reschedule. Rescheduled with them for a 6/3/23 install. 6/2/23, received another text and email saying the service has been delayed and I should visit their website to reschedule.

  Business Response

  Date: 06/07/2023

  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: 06/08/2023

   
  I am rejecting this response because: RXO cancelled (or as they refer to it "delayed" my installation and haul away of the old washer five times. I have been charged for the installation and haul away but did not receive either service. I would like to be reimbursed for these costs. Out of desperation, we have hired another contractor to do the worked promised by RXO but never completed. I am completely unsatisfied by their service. 
  
  

  Business Response

  Date: 06/13/2023

  We apologize for the delay, we did reach out to try and get this scheduled and you advised us that you had another company come out and complete the installation.  You requested a refund, and you were informed you will need to refer back to ********

• Initial Complaint

  Date:06/05/2023

  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 an over the range microwave from ******* and paid for installation and haul away of existing one. This was supposed to happen on 5/24/2023. They contracted the delivery, install, and haul away through RXO. ******* mistakenly had the microwave sent to my house via *** instead of sending it to RXO's warehouse. I called RXO on 5/23 to find out what time they would be coming out to do the install and haul away.Apparently, changing a work order from delivery, install, and haul away to just install and haul away is a very difficult task for them to handle. I spent about 3 hours talking to both RXO and ******* to get it changed. It finally came down to them both telling me that it was being changed and I should receive a call back in 1-2 hours with the scheduled time.I called them both the next day and spent 3-4 hours on the phone again trying to get it settled. I went up 3 levels at RXO where even that person insisted that they could not call ******* to get it straight. They had to have an email from ******* with the new order in writing. ******* insisted that they called RXO and it should be taken care of. They said it takes ***** hours for the new work order to be created.I gave them 3 days and still nothing. I then told them that I just wanted to return the microwave and be done with all of this back and forth. They both then told me that I would receive a call within 1-2 hours to schedule that pickup. I didn't believe them but also was completely through with it all.2 days later, RXO called saying that they were ready to schedule the install and haul away. I said I thought it was supposed to be a return at this point. The person said they actually had both sets of orders and I could either elect for an install which would involve waiting again for an installer in the area to be found and call me later to schedule or I could select the return and have it scheduled. I picked return. Which was supposed to be today. Never happened and still waiting.

  Business Response

  Date: 06/07/2023

  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 received an email from ******* requesting for ** to cancel the pick up.  Since we did not deliver the product, they will have to coordinate the pickup through the carrier that delivered it.

  Customer Answer

  Date: 06/08/2023

   
  I am rejecting this response because: This is similar to the lies that are told when calling into the customer support line. They read the first thing that pops up in the notes for the order and make some generalized response deflecting responsibility. If they would look further, they would see a few different work orders related to this transaction that also involve RXO representatives calling me to schedule return pickups that did not occur. I am still waiting for both RXO and ******* to get their stuff together and get this thing picked up. They both love pointing the finger at the other and then eventually giving a promise of action to get the customer off the phone. They usually like the "it takes ***** hours to process" and then nothing ever happens.
  
  

• Initial Complaint

  Date:06/05/2023

  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.

  ******* order # US005362767 made a work order to local RXO to make a delivery of 8 items (4 appliances and 4 door panels/parts) to our home. That was delivered with damages done by RXO install crew and we filed a return claim request. We have escalated this for almost 2-3 weeks time window by now with still no resolution; ******* says they sent Work order to RXO to pick up items and RXO says they dont see it in their system. So we do not know how to resolve this or this needs to go to the court.All we want is to pick up these items to return back and pay ** back refund for the full order as it arrived DOA!Recent ticket open# ******** and Claim for damages of our property# ******

  Business Response

  Date: 06/07/2023

  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.

  Per the Sr. ******* at the hub, the carrier has arranged to complete repairs to the damages on 6/10/23.  We will reach out to you on 6/12/23 to confirm that you are satisfied with the outcome.

• Initial Complaint

  Date:06/05/2023

  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 17 cabinets from *********** beginning of May. There has been no communication and multiple reschedules for delivery. They finally delivered 15 pieces today and 6 cabinets (possibly morewe havent unpackaged them all yet) are damaged and left outside, in the sun. They never called to tell me they were coming today, either. I called to speak with a customer service representative and they tell me they have kept part of my order at their warehouse due to damage and they cannot deliver them. I advised them of the cabinets that were damaged and delivered and the lady I spoke with said she cannot help me and I have to call the store. I asked to speak with a manager and she said no. Completely incompetent customer service. *** never been so frustrated in my life trying to figure out a solution.

  Business Response

  Date: 06/05/2023

  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 order came in as damaged. You will need to contact your point of sale for a replacement as we cannot process one for you.

• Initial Complaint

  Date:06/02/2023

  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.

  I ordered appliances through ** and they contracted RXO for delivery. The delivery was made a week late, they scratched my floors, trim and damaged my entryway walls. They even dropped my brand new refrigerator down the stairs almost smashing one of the delivery guys. The delivery crew admitted fault. When I contacted RXO I was told to get 2 estimates and they would process the claim. They then tried to settle for $300 before the estimates arrived which I rejected. When the estimates arrived for more than $5000 they told me to take action with the delivery company that they had hired and basically washed their hands of the problem. The fly by night company they hired did not have insurance and the owner told me flat out that he doesn't have the money to pay.

  Business Response

  Date: 06/05/2023

  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: 06/06/2023

  I was told I would be contacted by the RXO hub sr. ******* by yesterday.  This never happened. 

  Business Response

  Date: 06/07/2023

  The Sr. ******* at the hub reached out to you and left a voicemail to discuss the next steps on 6/6 at 13:34.

• Initial Complaint

  Date:05/25/2023

  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.

  I was supposed to have a Myx Bike delivered today, May 25 with a delivery window from 7am-11am out of the ******* ** warehouse. At 8:47am I received a call from RXO asking for confirmation on my home address, what would be delivered and that someone was there to receive my delivery (which I confirmed). At 10:15 when my bike still wasn't delivered I checked on the site and it said that it wasn't delivered because no recipient to receive it. I called RXO and a supervisor named ******* told me I didn't answer when they called and they waited 15 minutes and didn't get a response. I did speak to someone when they called and have the phone record to prove it. In addition, I have cameras around my home and doublechecked and no delivery truck ever appeared. I told them on the phone I wanted them to return with my delivery as someone was waiting for them to be there and they said they would call me back. She said she would call me back. After 2 hours I didn't receive a call back so I called again and after about 15 minutes I finally got through to ******* who told me proper protocol was followed and since I didn't answer they are returning item. This is obviously incorrect and she refused to help me further. This is disgusting customer service and this is unacceptable. People take time off of their own jobs to be there for deliveries and then we are lied to by this company. I still have someone waiting for delivery and don't know when I will be able to do that again.

  Business Response

  Date: 06/05/2023

  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 5/27/23.