Complaints

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

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• 

  RXO

  11215 N Community House Rd Charlotte, NC 28277-4960

• 

  RXO

  4400 Northlake Ct Ste A Charlotte, NC 28216-2384

• 

  RXO

  4600 Tiedeman Road Unit B Cleveland, OH 44144

• 

  RXO

  5720 S 40th St Phoenix, AZ 85040-3934

• 

  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:01/23/2023

  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 failed to deliver as promised TWICE this week. Then they said a cooktop I ordered was lost. My concern is that they don't ship as promised and they have a cavalier attitude about it.

  Business Response

  Date: 01/23/2023

  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 cooktop has been lost.  Please contact the manufacturer for a replacement. 

• Initial Complaint

  Date:01/18/2023

  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 ordered an expensive range from ******* on January 15 with delivery on January 19. On January 18 at 9:20 am I received an email RXO stating that my range would be delivered on January 19. Then at 11:49 I received another email stating the delivery was delayed and to contact RXO to schedule. I spent an hour on the phone trying to get a rescheduled date. I was told they did not have enough drivers and that they have broken trucks and were delayed in all their orders. I tried to call them to reschedule and after nearly an hour, I was told that January 26 was the first available date. I asked for a supervisor and was eventually transferred to "******" who disconnected me.

  Business Response

  Date: 01/19/2023

  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 have escalated this complaint to the Senior Manager at the hub to ensure the order is delivered as promised on 1/21/23.  We deeply apologize for the delays. 

  Customer Answer

  Date: 01/19/2023

   
  I am rejecting this response because:
  Until I have received the undamaged range, I cannot accept the promise of a delivery that has not yet occurred. 

  Business Response

  Date: 01/23/2023

  Our records indicate that your order was delivered on 1/21/23.

  Customer Answer

  Date: 01/23/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:01/09/2023

  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 peloton treadmill on 11/27/22 and chose a delivery date with RXO of 12/15/22. I took off work for this delivery. I never received a call the night before with the delivery time, so I expected to receive one in the AM, nothing came. I was assured by the team at RXO that the delivery was still to happen on 12/15/22 after multiple calls all day, even up to 7:30PM. At 8PM (when they apparently no longer deliver), I called RXO and they said the delivery was rescheduled in route, I NEVER heard from them all day. All communication that was had was initiated by me. I gave them a second chance and rescheduled the delivery to 1/5/23 (first available), I again did not receive a call the night before with a delivery window (and this time I did not take off work, but planned to have my dad - who graciously agreed to help out - come to my house when I knew the window). On 1/5/23 at 7AM I received an automated call that the delivery was to happen between 11A-2P, and I would receive a call or text 30 min prior, at 1:15PM I received a text that I was their next delivery and they would be there in 30 minutes. My dad was at my house. He called me at 2PM saying that they still had not showed up. At this point I rechecked the RXO tracker which showed that they were still on their way, so I told him to sit tight. At 2:30PM I rechecked the tracker to find that the delivery had AGAIN been rescheduled in route and again I was not notified. ******* has assured me that they have talked to the RXO team to get the treadmill sent out this coming Thursday (1/12/23) and now RXO tells me that the soonest they can come is 2/2/23. This is NOT my fault, and they need to accommodate me at this point. What a horrible way to run a business.

  Business Response

  Date: 01/12/2023

  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.
  Our records indicate that your order was scheduled for 1/12/23 however, it could not be delivered due to the product being damaged.  Please contact Peloton for a replacement.  Please advise if you still require our assistance with this matter.

  Customer Answer

  Date: 01/13/2023

   
  I am rejecting this response because:

   

  I absolutely do not accept this as a resolution. It was YOUR company that failed to deliver the treadmill on both Dec 15 and Jan 5 (both of which either my husband or I altered our work schedule - missing out on potential revenue - to be home) without a call or a text. It also must have been your company to damage the treadmill if no damage was noted on the deliveries for Dec 15 and Jan 5 and the tread left peloton in functioning condition. This is not an acceptable response. You need to reimburse me for the time I wasted waiting for your delivery (when I could have been at work).

  
  

• Initial Complaint

  Date:01/04/2023

  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.

  ZERO communication, inaccurate communication, inaccurate confirmations, and the list goes on and on. This company was included in Tonal's relocation package - deinstalling and reinstalling a tonal to a new location on the same day. We called several times to confirm the details the day before, only to have it canceled and we had to reschedule two times, two different days. Finally have a set day with set timeframes, and are told it's just a service call and they will be there soon - so it had to be explained, yet again, that there was a deinstallation and an installation, with the addresses that had already been confirmed. Then we get a call and are told the timeframe has changed from the next hour to several hours later, with no real explanation why. No communication with clients and no communication between employees. I called customer service to try to get better timeframes and customer service reps speak over me, trying to tell me the confirmed timeframe was 11 am when we had just spoken to the driver who said 5 pm. I asked to speak to a supervisor or an area manager or to anyone in charge because I just need a better timeframe and confirmation that this is actually happening today, and I am hung up on by one rep. ******* rep finally tells me that there is actually no one higher up to speak to, they can send an email and they can get back to us. ***** E A L. That is not how you do business. We asked the driver to speak to a supervisor, who said they could not find one, and said they'd provide an email IF they got permission to do so. This is unacceptable business. The Tonal was finally deinstalled on one day and reinstalled at the new location the following day. It was a guy in a normal car, no company markings at all. One of the times it was rescheduled they claimed it was because the driver was having problems with a truck but this driver did not show up in a truck, very odd, all of it!

  Business Response

  Date: 01/10/2023

  Please advise the amount of the refund you are seeking. We are not aware of the amount charged by the retailer for installation. 

• Initial Complaint

  Date:12/29/2022

  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 delivered items on 12/3/22 and were supposed to install but did not. They dragged the appliances down the driveway and into the garage and then dropped the microwave off the truck and into the garage. They didnt speak English and left without installing appliances. I sat home for 4 days with appointments for install following this where I one ever showed up. I have called well over 20 times to get a resolution in which I get bounced around to various people then promised resolutions with no follow through. I paid for delivery, installation and haul away and all I have are appliances I now question the condition of and useless appliances in my home that do not work - which was the reason for the purchase to begin with. The most recent call resulted in them telling me they are not affiliated with ******* anymore and cant help me. So I am completely out of luck now and looking to bring this to court if needed

  Business Response

  Date: 01/03/2023

  We have escalated this matter to the Sr. ******* and Market Director to assist. 

• Initial Complaint

  Date:12/29/2022

  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 cannot and will not schedule the delivery of my ******* Refrigerator. I purchased this now 2 weeks ago. Every time I call the schedule a delivery, I am told they cannot schedule the date and that they will send a message to the hub. Yet nobody ever contacts me for delivery. This item has sat in their possession for going on 2 weeks. They cannot even give a future date to schedule or even so much as an estimate. Completely unacceptable.

  Business Response

  Date: 01/03/2023

  We are conducting a *********** to locate the items. If they are not located, we will ask the retailer for a replacement. 

• Initial Complaint

  Date:12/28/2022

  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 placed an order for a refrigerator with ******* Direct on 12/8/22; the expected delivery date was 12/16, and the final mile carrier was RXO, who were supposed to deliver, install, and haul-away. On 12/16 RXO contacted me that my item would be delivered on 12/19. On 12/19 I received emails and texts with the delivery window time. They did not show up. Once I contacted them, they said I had to reschedule my delivery and gave me 12/28 as the earliest delivery date available. On 12/27 they contacted me to say that they could not complete the delivery and I needed to contact them to reschedule again. The earliest delivery date they gave me was 1/3. I have contacted their customer service and I have no guarantee that they will actually deliver on 1/3. They have been extremely unhelpful. I had no choice in the selection of RXO but I want anyone who DOES have a choice to know to avoid this company.

  Business Response

  Date: 01/03/2023

  We deeply apologize for the delays. Our records indicate the delivery was completed on 1/3/23. We are sending you a $200 **** gift card as a customer service gesture to refund your shipping costs. 

• Initial Complaint

  Date:12/27/2022

  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.

  the company was paid to deliver my products today and never showed up they keep having a foreign lady calling my studderring wasting my time and are with holding my products.

  Business Response

  Date: 01/10/2023

  We deeply apologize. Our records indicate the order was completed on 12/27/22. 

• Initial Complaint

  Date:12/19/2022

  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 Treadmill that was do be delivered and set up by RXO. The delivery date was about 3 weeks out. On the first delivery date (November 8th), they showed up but did not have a 3 person team to complete the delivery. I was told it would be reschedules ASAP. I was disappointed the new delivery date was a month later (December 5th) confirmed the night before, but was a no-call no-show. It was rescheduled again for December 12th, confirmed the night before, again no-call no-show. I called Peloton to cancel the order and they said they would escalate it and it would get delivered without issue. This time they called during the delivery window to say they were 15 minutes away...and still did not show up. When I called back no one answered. I used the chat option and it said they did not have a 3 person crew, yet had called and said they were 15 minutes away and then did not call back to say even then that they were not coming. I have missed 3 days of work on 4 failed delivery attempts and now I am being told that they order is on hold until they figure out staffing and warehouse constraints and that there is no line of sight to making this delivery until "after Christmas". This 4 time delivery failure has cost me wages and I am paying interest on a product that has no indications that the order can even be completed, let alone in a timely manner since this has been going on for 5 weeks. I need help getting a resolution. I cannot continue to take time off of work to wait on a delivery when they don't even call and say they are not going to be able to execute, yet confirm the night before that they are on track.

  Business Response

  Date: 01/03/2023

  The repeated reschedules have been escalated to the market director and Regional VP. We deeply apologize for the delay. 

• Initial Complaint

  Date:12/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rxo was suppose to deliver my ******* refrigerator. When the driver arrived late, he refused to deliver it, saying it was too big and it wouldn't fit, even though I had the specs and it would fit. He then drove off with my refrigerator and put in his notes to the company that no one was home. I then contacted Rxo and they promised me a new delivery date, which now they are not honoring. They are in possession of my refrigerator, and refuse to deliver it.

  Business Response

  Date: 01/03/2023

  We have escalated this to the Sr. ******* and Market Director to assist. 

  Customer Answer

  Date: 01/04/2023

   
  I am rejecting this response because:
  

  I find a several word response unsatisfactory.  No apologies, and can not even address me by name. Furthermore,  I had to wait over a month to get a full refund because this company told ******* that they delivered my refrigerator even though on the day it was supposed to delivered for the second time, they canceled the delivery on me. So Samung was then notified by this shipping company stating it was delivered to my house when they never showed up. I believe this item is now stolen!  I will be contacting my attorney generals office to make a report as well. This has gone on far too long!