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Business Profile

Trucking Transportation Brokers

RXO

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trucking Transportation Brokers.

Complaints

This profile includes complaints for RXO's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

RXO has 43 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

      3402 4th Ave S Fargo, ND 58103

    • RXO

      620 Yankee Doodle Rd Ste 100 Eagan, MN 55121

    • RXO

      3515 Urbancrest Industrial Dr Grove City, OH 43123-1766

    Customer Complaints Summary

    • 925 total complaints in the last 3 years.
    • 510 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/27/2023

      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.
      During the second week of February, I made a firm decision to purchase a Peloton, and RXO was designated as their delivery partner. However, my experience with them was far from satisfactory. Upon the initial drop-off, they simply left me to handle the rest of the delivery process myself, without any assistance. Approximately a week later, when I requested a return from Peloton, RXO was once again assigned to pick up the bike. To my dismay, they failed to show up for the scheduled pickup not once, but twice, despite me staying home from work during their promised window. They repeatedly rescheduled the pickup, causing significant inconvenience and frustration.To make matters worse, it has now been a staggering 11 weeks since the incident, and RXO has shown no intention of refunding me for their inability to retrieve the product within the 30-day trial period. Attempts to contact them through email or phone have proven futile, as they seem determined to evade any form of communication. I have wasted countless hours, approximately 20, in fruitless attempts to reach them and an additional 40 hours waiting for their scheduled pick***, which they never honored until after the 30-day window had elapsed. I eventually had to instruct them to cease scheduling pick*** altogether.Finally, on April 11th, I managed to obtain a ticket number, *******. Despite my persistent follow-*** for the past 15 days, receiving only evasive responses from them, they continue to withhold the refund of $1,342.11 that they owe me for their failure to fulfill their responsibilities. This unacceptable behavior on their part has caused tremendous frustration and inconvenience.If you find yourself considering a purchase that involves RXO as the delivery partner, particularly if it entails complex or difficult delivery arrangements, I strongly urge you to reconsider.

      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 have reached out to Peloton to assist us with a resolution, before any refund can be issued, the bike needs to be returned.  We are waiting to hear back from Peloton.

    • Initial Complaint

      Date:04/13/2023

      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 and a washer/dryer on February 26 2023 for $4456.81. RXO is their delivery and installation partner. The order was originally scheduled for March 2 2023 delivery and installation. That was then moved back to March 9th 2023. The truck arrived to our house on the 9th as scheduled but the drivers refused to deliver and install because the truck was too large for our driveway. They told me they would come back the next morning with a smaller truck the next morning but never showed up. They have since refused to schedule a delivery with us and I have not received our items.Support seems to be a call center that refuses to give me any hard answers and keep saying they reach out to schedule delivery and never do. This is the RXO Tracking Page: ***********************************************************************************

      Business Response

      Date: 04/07/2023

      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.
      Our records indicate that your order was delivered on 3/28/23.  Please advise if you still require our assistance with this matter.

    • Initial Complaint

      Date:04/11/2023

      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 2/24 a refrigerator was purchased from ** Electronics, they contracted RXO to deliver said product. They delivered a product which was damaged along the process. A replacement was ordered immediately that same time as initial shipment. Product was ordered and paid for weeks ago! Yesterday nine hours of delivery day, was spent for nought, with the delivery company telling me to patiently wait after 6:00 pm, it was still coming!. I still havent received any communication, after speaking to ten customer service representatives yesterday, all day.Im not asking a lot, just the delivery of said product. Communication with this company is weak, **************.I asked for customer service every call, yet was only put through once. The original order number is ********** .Ive only been in Contact with the BBB once before, I am not seeking punitive damages, I just want the refrigerator!

      Business Response

      Date: 04/07/2023

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

      Business Response

      Date: 04/17/2023

      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.  Please advise if you still require our assistance.

    • Initial Complaint

      Date:04/03/2023

      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 09 March I received an email stating that a home delivery was ready to be scheduled. The nearest date available for for 30 March. On 29 March, I had received no update on delivery window. Following a call to RXO, I was assured that I would receive a call with that information. No call was ever received. An email was sent late at night with a window between 10a-2p. Due to me actually have a job as well, I had to leave work to ensure I was home for the delivery. By **** I have received no updates via text and the tracking ability in the email was showing my item having not left the warehouse in ****** (**). There was also a red icon with a note that delivery changed enroute and was returning back to the warehouse. I called into RXO and spoke to a resolution specialist who said she saw the same thing and I would need to reschedule. After getting a little heated with her after she continually tried to disregard my requests to speak to a supervisor at that warehouse, she finally contacted one. I was transferred to a supervisor at the ****** facility by the name of ***. She first stated that a delivery attempt was made and asked if I was home. I told her I was at home from **** and no one called me with any 30 min advance notice as they state they do. She came back after a couple minutes and said the furniture was never loaded on the truck bc of space and the customer service rep failed to call me and inform me that no delivery would be made. She then stated she was working on Saturday, 01 April delivery schedule and that she would call me back to let me know and would ensure to get the delivery as close to the morning as possible due to me stating I had my own schedule. I have received no call, no email, no updates to my delivery from this supervisor. I would absolutely love to hear back from management at RXO and how they intend to correct this and deliver property they are currently holding onto after two failed deliveries that have impacted me and my schedule.

      Business Response

      Date: 04/03/2023

      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: 04/03/2023

       
      I am rejecting this response because: this case is not closed. I see and view that they are escalating to the senior manager at the hub but that does not (1) tell me how they are resolving the issue and (2) the company has not reached out to me directly to discuss the issue and a resolution. As requested, they need to reach out directly to me. 

      Business Response

      Date: 04/06/2023

      We apologize for the delay, we will be escalating to the market director.

      Customer Answer

      Date: 04/10/2023

       
      I am rejecting this response because:

      No one from senior management has contacted me as described in the company response. 

      Only after I have contacted RXO Last Mile multiple times did the same supervisor in my initial complaint (***) call me back finally on Friday, April 7. *** explicitly told me that she would call me with updates on the delivery day.

      Delivery of couch was made on Monday, April 10 just prior to 8pm by an independent contractor. No calls or updates were ever received from the supervisor, ***. Another example of this individual not holding to her word.

      However, this contractor was never informed that they were supposed to pick up the damaged couch and therefore could not take it. As a result, the damaged couch is still at my residence due to RXOs continued lack of communication and poor customer service.  This will also be forwarded to Living Spaces who hired RXO/XPO for delivery. 

      Business Response

      Date: 04/11/2023

      We apologize for the lack of communication and we will address this with local management, but we are glad to hear that your order was finally delivered.  We do not show in our system that we were supposed to pick up anything from your home at the time of delivery, this would need to be entered as a separate order coded as a return and there isn't in the system.  You will need to contact Living Spaces. 

       

    • Initial Complaint

      Date:03/29/2023

      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 took the day off work to be here during the four hour delivery window of 10am - 2pm for the Tonal system. I called the RXO office at 1pm as I had not received any additional eta and was told they would arrive by 1:15. At 1:50 I received a call from the installation team, representing themselves as the Tonal team, saying they would arrive in 30 minutes, or at 2:20. I let them know I had a dental appointment at 2:30 but my wife would be here but needed to pick up my son from school at 2:30 and would be back about five minutes later so I asked them to wait 15 minutes. They stated they could not do that as they had a schedule to keep...even though they couldn't keep it with my scheduled time. I called and spoke to a supervisor who stated that the team was told to wait until 2:40 but they never showed. My wife ended up staying and we got someone else to pickup my son from school yet they decided to just move on and not complete the delivery and completely stopped responding to texts. So, it's now 4:15 and I have not heard back from them and I am not going to take another day off work to accommodate. RXO is the absolute worst and I want them to finish the job but with a different team.

      Business Response

      Date: 04/03/2023

      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.
      Our records indicate that your order is currently scheduled for 4/4/23.  We are partnering with local ops to ensure your order is delivered.

      Customer Answer

      Date: 04/05/2023

       
      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:02/13/2023

      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.
      This is one heck of a story. Our mentally ill adult son lives in a small house about 1/4 mile from us on a small private road. On my way home, I saw a delivery truck pulling up to his house, so I pulled in to facilitate the delivery which we were expecting from IKEA. From the start, it was an impossible situation. The two delivery drivers spoke no ************** speak no Spanish. I was trying to tell them to just leave the boxes on the porch. One of the men starts ringing the doorbell non stop, while Im standing within one foot of the bell. Knowing how that nonstop ringing is affecting my son, I keep telling him to stop, no, dont do that, all of which were ignored. They show me their delivery sheet, and I see 7 boxes expected for us, but he keeps pointing another delivery. The other driver uses a translator, and our boxes have already been delivered, taken inside, but they think they left 1 box for someone else in error. Meanwhile, they keep insisting that they go inside the house, which is an impossibility. I call my son, and ask him to count the boxes, and make sure that there are 7 as shown on the delivery sheet. Using translate, I tell them that there are 7 boxes all with our name. More insisting on going in the house, followed by more doorbell ringing. Using translate, I tell that that my son is mentally ill, and they cannot go into the house. Period. This was followed by calling my son loco a few times, and snickering. I dont speak Spanish, but I do know what loco means. One guy then says theyre not leaving until they go inside the house. To me, a 54 63 year old woman, this is a threat. Now, nearly in tears, I tell them they had better leave - NOW. His parting shot was threatening me with somehow telling ****. I wished him good luck with that. Two final things: 1. they had NO right to demand entry to the home or call my son loco, 2. they could have left that missing box at any previous delivery. 2/10/2023

      Business Response

      Date: 02/17/2023

      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.

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

    • Initial Complaint

      Date:02/01/2023

      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 have been unfortunately dealing with this company as part of a ******* delivery program since August of 2022. The amount of issues Ive experienced is inexcusable. Some of it could possibly be blamed on ******* and how they package their appliances but there is zero excuse for the technicians varying to the extremes on their process and practices. The techs have dented and scratched the appliances upon moving them into ************ of the technicians broke my washer dryer staking kit horribly. Another tech didnt hook up the cold water so we had only hot water and had no idea why until a different technician said the previous tech didnt hook it up right. This caused us to pay extra $$ for electric due to the hot water. The last washer delivered over 4 months ago was broken upon installation and flooded my laundry room. The replacement set that came after 3 weeks was also dented. So we had to spend $50 a week for over 4 weeks to get our laundry washed at an external laundry mat. I was told by **** (lead tech) to have ***** D request him specifically and that he would set a time vs a timeframe (since another set of techs arrived a half hour earlier than the timeframe -730am, without warning or calling). The only thing RXO followed through on was giving a gift card to replace the stacking kit. The read has been talk but no follow through. My 5th delivery is set for tomorrow and email thread with ************, **** , the Last Mile tram, and someone else :has gone cold. I was told and expected that they would schedule me. They didnt. They ghosted me this last time. 0 respondes to my last 3 emails. I told them I dont feel I should be ignored based on all thats happened. All I wanted and needed to ensure was to not have more damaged units or to be left with random exhaust hoses to install myself (yes one tech said that and left if for me). This company is all talk and no follow through. Horrible customer service. I sent several photos of debris left as well.

      Business Response

      Date: 02/01/2023

      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 order is in progress for today 2/1/23.  *************** at ************* will accompany the team to ensure the installation is completed properly.

      Customer Answer

      Date: 02/02/2023

       
      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:01/31/2023

      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.
      They dont communicate with their customers. I spent an entire day at home, because they said they were delivering my product, but it wasnt even in the state. Then yesterday 1/22/23, they said they would be delivering my product to my house and setting it up, in between 1-5 pm est. they a called me at 630 to tell me they were on their way. I wasnt home and either was my girlfriend. Then they tell me I have to reschedule for the 6th of February. Then we called and wanted to speak to a manager. They never called us back, and they continue to give me the runaround. They never called me to tell me that they were going to be late. I wasted to many of my days waiting for them.

      Business Response

      Date: 02/01/2023

      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: 02/02/2023

       
      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:01/25/2023

      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 order a bike from Beachbody and it has been in the company's possession for 2 weeks. They were supposed to deliver today so my husband took off work. They called today (the day of delivery) to tell they couldn't deliver. Then rescheduled for another day. So now my husband has to take off work again! Bad business practice when someone's income is being messed with. The company has no regard for customers. Then when the company called she read a script and wouldn't stop until she read everything and I was at work and couldn't sit on the phone all day and listen to her script! Terrible costumer service!!!

      Business Response

      Date: 01/26/2023

      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 had to be rescheduled due a truck breakdown.  We contacted you to let you know we would not be able to deliver on that day.  Per the system the order has been rescheduled for 1/31/23.  We will partner with ************* to ensure it is delivered on that day. 

      Customer Answer

      Date: 01/27/2023

       
      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:01/25/2023

      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.
      We have ordered a ******* washer and dryer and purchased it with haul away of our older washer and dryer. Upon arrival at 10 am PDT 1/24/2023, I was showing where to haul our old washer and swap it with the new washer and dryer they were delivering. Turns out he did not want to haul away the old washer says it is too heavy and its on the second floor when it is part of our order. He refused to work on a solution and started giving us attitude. His name is **** and was rude and there was no customer service whatsoever. He did not want to honor or even figure out what we can do to swap out the old washer and bring in the new one. He even marked that on one was at home while we were even home talking to him. This person should not even be part of your company. He did not have respect us nor even cared to take care of the job. He complained that if we ask him to work on it we will pay for his back injury. That is not the way to run business. He also just took off while we were still talking to RXO customer support and trying to get help solve the problem. Our order number #US539119476. This was again frustrating for us as we are without a washer and dryer for about a week. We were hoping to have our new one installed and paid money for the service but what we got was a person unwilling to do anything including his main job. This is not how you should handle your business to customers.

      Business Response

      Date: 01/26/2023

      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; please expect direct contact from RXO to work towards a resolution.

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