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:05/22/2023

  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 purchased a ** refrigerator and RXO was contracted by ** to arrange delivery of the fridge. I exchanged a number of text messages and emails with RXO regarding special delivery instructions. RXO confirmed to me that my special delivery instructions had been received and all was okay for delivery. Well, the freight carrier RXO scheduled for the delivery showed up today, May 19th. But they said they never received the special delivery instructions from RXO. As such, they had to turn around and head back to their warehouse, some 100 miles away from where we live. This is the second time in a year that RXO failed to forward our special delivery information to the freight carrier. I really think it is time for ** and other large companies that use RXO to seriously consider dropping them.

  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 has already been delivered as of 5/27/23.

• Initial Complaint

  Date:05/19/2023

  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.

  On April 28, 2023, RXO delivery drivers dropped the ******* Bespoke 4-Door French Door Refrigerator when trying to take it off the truck. They immediately loaded it back onto the vehicle. The driver told ** they have more of this exact refrigerator at the hub and would be delivered likely by May 3, 2023. He informed ** someone from RXO would contact us that same day to set up the new delivery. RXO did NOT contact us. I called RXO customer service at ************** and was told I had to go through *******. Since then, I have been on calls with ******* and RXO, along with emails back and forth with RXO. "We are waiting for the item to arrive at the hub, then we will contact you for delivery." According to the ******* website, these refrigerators have a delivery timeframe of 2 business days, which suggests that they are in stock at my local hub. But it's now been three weeks and no progress. On May 15, the emailed response was that the issue has been escalated and "a new order has been created and our team is currently working towards scanning your order. Once the order is ready, our team will call you." But this is what I've been hearing since day one. There has been zero progress in replacing my $3,100 refrigerator.

  Business Response

  Date: 05/22/2023

  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 is currently scheduled for delivery on 5/24/23.  We are partnering with the local operations team to ensure your order is delivered.

  Customer Answer

  Date: 05/23/2023

   
  I am rejecting this response because: I received an email this morning saying that my delivery is delayed and as soon as my product arrives, I will be contacted to schedule delivery. However, the refrigerator was IN STOCK when they scheduled delivery on May 19, 2023. 
  
  

  Business Response

  Date: 05/25/2023

  The replacement fridge arrived damaged.  This has been reported and a replacement has been entered.  It is set to arrive to us by 6/1.  We will reach out for scheduling when it has arrived.

• Initial Complaint

  Date:05/18/2023

  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.

  Appliance and mattress ordered from CXXXXO wholesale club seemed to be outsourced for delivery through RXO. When delivering the mattress, the delivery guys damaged the chandelier hanging. They did not carry it properly and damaged it. I immediately reported when the delivery guys were there and a ticket was created for damage, but no proper action was taken by RXO on the damage claim ticket, I wasted the whole day getting in touch with the wholesale club, and then these guys, RXO was not ready to get it fixed anytime soon, they would not send anyone to fix the damage soon. I had to get the damage fixed as the chandelier was dangerously hanging and could fall on anyone or fall and create more damage to property. I got a person to work on the damage the next day and fixed it. I provided all the invoices for the damage fix, but RXO has not paid me for my time wasted and the money I spent on fixing the damage. Now again am wasting so much time trying to get paid. Not only that, the delivery persons RXO sends seemed to be not properly equipped or trained, I was not expecting any professional customer treatment from a delivery guy, but not even the basics are not there with them, they moved new products like trash cans. The damage happened because they carried the mattress upright, even after the damage there was not a single apology from the delivery guy, he said with an attitude that he would not fix the damage and that I need to claim the damage. When the delivery guy entered the home the first time, I asked the delivery person about the shoe cover, his reply was the company did not provide any shoe covers, am not sure whether RXO does not even provide the delivery guys' shoe covers, however, I did not make a big deal out of the shoe covers and let them deliver. Now, am behind RXO wasting my time again to get paid for the claim, not sure when I would be paid.

  Business Response

  Date: 05/22/2023

  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: 05/24/2023

   
  I welcome the desire to resolve this issue.  However, nothing is resolved for me . Until am paid back, I cannot just accept any response so I am rejecting this response.
  
  

  Business Response

  Date: 05/31/2023

  Please be advised your claim has been approved and processed for payment.  Please wait ***** business days to receive your check via *****

• Initial Complaint

  Date:05/16/2023

  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.

  I ordered a refrigerator from ******* to be delivered on 5/5/23 to replace a malfunctioning fridge from a competitor. While the delivery men did show up, the fridge was damaged and delivery refused. A delivery of a new fridge was to occur the morning of 5/10/23. I received a call that morning and was told their delivery people called off last minute and the delivery wouldn't happen and was rescheduled for 5/13 between 8 am - 12 pm (the earliest date they had available). **** came and went and RXO neither showed up nor called. When I contacted them that afternoon, I was told there was a carrier problem. So I went to their website and scheduled the delivery for 5/16 and even received confirmation. This evening, I received an email stating it was now rescheduled for 5/18. When I contacted RXO, I was told they were overbooked. At this point, I am unsure if RXO has any intention on delivering my fridge.

  Business Response

  Date: 05/22/2023

  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.

  Customer Answer

  Date: 05/23/2023

   
  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 although there was one additional cancelation made by RXO before the delivery was finally completed.
  
  Thank you. 
  

• Initial Complaint

  Date:05/15/2023

  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.

  My wife and I bought a Fridge, dishwasher, stove, and microwave from ******** As part of our purchase, we paid for our existing appliances to be hauled away and the new appliances installed. We purchased installation and haul away for all of the appliances purchased. However, on 04/07/23, RXO arrived with our appliances, but the delivery men explained that they could not install the dishwasher and microwave. As I said, we paid for ALL of the appliances to be installed and hauled away. We Immediately called RXO to try and get someone in to install the dishwasher and microwave before the existing delivery men left. They stated that we would get a call back to schedule a technician, which we are still waiting for. We never received a call! However, we received an email. We setup a second installation date through the email for 05/06/23. No one contacted ** to confirm and no one showed up to install or haul away the dishwashers and microwaves. My dishwasher and microwave are still sitting in my living room. My wife and I have made around 15 calls to RXO and ******* and keep being told we will receive a call and never do. At this point, we have been waiting over a month for them to install and haul away our dishwasher and microwave. We want them to do as promised (1. Call ** to set a date and 2. Install and haul away the dishwasher and microwave). Lastly, we want compensation for this extreme inconvenience.

  Business Response

  Date: 05/18/2023

  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 were advised by ************* that an appointment for installation has been scheduled for 5/18/23.  Please advise if you still require our assistance.

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service 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.

  A mutual customer of ********************** and I received a bathroom vanity delivery from Lowes, on Friday, April 7, 2023. My car was parked in her private driveway and the RXO driver backed into the driveway. Upon leaving, the driver hit my vehicle resulting in $5000 worth of damage. He then proceeded to keep driving away without notifying anybody of this incident. RXO was provided with all information necessary (at both local and corporate levels) regarding the damages that evening, including pictures of the damage to my vehicle, and an estimate for repairs. After an initial phone call with *************************, the claims manager, I was ignored and dismissed for over five weeks. None of my calls have been returned and I was never provided the carriers insurance information from RXO. I had to call the ******************************* to get this information. The *** provided me with this carriers insurance information and I was finally able to file claim with the carriers insurance company on May 11, 2023. The fact that I needed to seek out this information myself and the lack of accountability from RXO is appalling. Absolutely horrible customer service.

  Business Response

  Date: 05/12/2023

  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.

  Your claim was opened on 4/10/** and it has been worked on consistently by someone at H333439343534363**732H following our claims protocol. At this time, your claim was turned over the carrier's insurance and they will work with you to resolve it. 

  progressive insurance claim#**-3888030

  adjuster ***************************** ************ ************************

   

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a peloton tread + that we need moved as we are in the process of redoing our kitchen. Where the tread was located prior to construction was in a room with a locked door. Now its in the open as the wall has been removed. We have a 18 month old and this is now a safety concern as there was a lawsuit against peloton for this specific treadmill. We have had 4 scheduled deliveries to move the treadmill to a safe spot but this specific treadmill requires a 3 man team. XPO is aware of this but each time only schedules a 2 man team so the treadmill cannot be moved. Each time, the delivery is rescheduled and we are assured a 3 man team. *** had countless calls with support prior to each delivery, and Im assured a 3 man team is scheduled. Every time 2 people show up and cannot move the treadmill. This has been rescheduled 4 times now and Im concerned for my childs safety that the treadmill is not in a safe place. This is the worst customer service Ive ever experienced. Each time Im told I cant speak to a manager or one will call me back and they never do.

  Business Response

  Date: 05/12/2023

  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:05/10/2023

  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.

  They have twice rescheduled an Amazon delivery without notifying me that they were changing the date of delivery. I called to ask why I wasn't notified since this affected scheduled doctor's ************ and they didn't call me the second time, even though their records have documented that I called to complained about this very issue. I would've been less annoyed if I was contacted to discuss a different time, but the complete lack of professionalism is unbelievable. I've asked that they be a banned service provider for me when dealing with Amazon and that they be marked as an unreliable provider. This company does not deserve to make any money.

  Business Response

  Date: 05/11/2023

  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 have confirmed with local management that your order is currently scheduled for delivery on 5/12/23.  The order will be prioritized and we will ensure it is delivered as promised.

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service 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 is the delivery service contracted by ***'s Club for delivery of applicances. I purchased a dishwasher from ***'s on 4/23/23, and was told to expect contact from RXO for delivery appointment. They set up appointments and then cancelled the morning of delivery (after confirmation) 3 times. I was off work without pay each time. Finally showed up 5/6/23 and the truck driver was the so-called installer. He did not complete the installation in a satisfactory manner and lost some of the parts which will need to be replaced. He left the dishwasher not attached to the cabinet, and it tips forward out of the cabinet when you open a rack, which is dangerous. I will need to hire somebody to complete the installation, and replace the parts which he lost. I will also contact ***'s to inform them of the sub-standard work done. Hopefully they will give this contract to a competent service.

  Business Response

  Date: 05/10/2023

  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: 05/10/2023

   
  I am rejecting this response because: I am waiting for the outcome of your efforts to resolve the problems.
  
  

  Business Response

  Date: 05/11/2023

  Per management at the local hub, you were contacted this morning to resolve this complaint but they were unable to reach you.

  Customer Answer

  Date: 05/11/2023

   
  I am rejecting this response because: Yes, they made 1 phone call and left me a message. I did later speak with a representative of the company, and it appears that they are trying to resolve the problem.  At this point lets wait and see if they honor their words with actions.
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  Rxo showed up without the proper amount of men to do the job. They drug the treadmill all through the house and flights of stairs. Delivered the treadmill broken and no refuse to contact me back. I have provided estimates, emailed and called incessantly to no avail. ******* has repeatedly put this on me as my problem to fix.

  Business Response

  Date: 05/03/2023

  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: 05/07/2023

   
  I am rejecting this response because:
  At no point has RXO reached out whatsoever to resolve this claim. 

  Business Response

  Date: 05/12/2023

  The Sr. ******* at the hub has advised they contacted you today to works towards resolving your claim as soon as possible.