ComplaintsforXPO Logistics, Inc.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a central AC/heat pump online and XPO Logistics was hired for shipping. XPO initially mixed up the shipping address with the billing address, and made 3 different attempts to deliver the package to the wrong address even after phone calls were made to redirect the shipment. Finally, when the package was delivered, significant damage was noted shortly after, the damage was consistent with a forklift striking the package and could only have occurred during shipment. XPO took months to process my claim and then denied it, stating that the package was delivered undamaged. They are incompetent liars and need to be held accountable.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hired XPO to move some pallets of *** freight. Agreed to a price of around 1,000 USD. Weeks after the freight is moved XPO sends bill for 1,400 EXTRA. Stating pick up and drop off locations were Residential (they are both industrial businesses), stating weight of shipment was incorrect. Also stating weight was off, I sent a certified copy of weight. They denied my argument and claim it must be paid. To top it all off I originally shipped 5 pallets, they had damaged the pallets and freight and delivered 10 pallets. I let this go seeing damages were repairable. DO NOT DO BUSINESS WITH THIS COMPANY.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered new kitchen cabinets through ****, to be delivered by RXO/XPO logistics, based in ********* **. They have now missed three different delivery dates, and I’ve learned they don’t have the trucks or workers to actually deliver the items they’re receiving from large retailers like ****** and ****. This issue for me will cost me thousands, as I’m unable to insure or live in my home until the kitchen is installed.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Subject: Complaint Regarding Delivery and Installation of Order #************ Dear XPO Customer Service, I am writing to formally address a serious issue with the delivery and installation service provided by XPO for my order, #************, which was placed through **** *****. The delivery was scheduled for August 31, 2024, with a delivery window from 12:30 PM to 4:30 PM. On the morning of the delivery, I contacted your customer service around 8:45 AM EST to request that the delivery be scheduled for the end of the business day at 4:00 PM EST. I was informed that this request was noted but could not be guaranteed. Despite my request, the delivery driver arrived at 2:00 PM EST and called me 30 minutes prior to arrival. I explained that we would be unavailable until 3:30 PM EST for the installation. The driver, however, indicated that they had completed all other deliveries and installations and refused to wait for the requested hour. Instead, they insisted on returning to *********** **, even though it was noted on my account that I had requested a 4:00 PM delivery and that I was still within the specified delivery window. Under consumer protection laws, such as those enforced by the Federal Trade Commission (FTC), service providers like XPO are obligated to fulfill the terms agreed upon in the purchase contract. While delivery services may allow for an approximate time frame, installation services, especially those tied to the delivery of essential appliances, generally require a specific and more precise scheduling window. This is necessary because installation often requires the consumer's presence to ensure the service is completed correctly. By failing to accommodate the delivery and installation request within the agreed timeframe and not delivering the service paid for, XPO has failed to meet its contractual obligations.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This company delivers/installs for **, where we ordered our new refrigerator from. We were scheduled for delivery on 8/9. Received an email on 8/8 notifying of delivery window for 7am-7pm. My husband took the day off work. He waited around all day and decided to call a little before 7pm, he was told it was still on schedule. He called again after 7:30pm and was told it was still coming. Later that evening we had to call again only to get a message they were closed. We called the next day and were told the earliest they could come was 8/13 because now they had "other deliveries." Later in the day, we were then told it wasn't actually scheduled for 8/13 and it would now be 8/22. Many, many calls later and we were told we were put on the schedule for 8/14 and would "get a gift card." Day before, we get an email for delivery between 11am - 3pm. Took the day off work again. It is 7:30pm and they have once again no-showed without a call or email. All of their reviews online say the same thing. Also, there is no way to actually contact the local company, everything has to go through a global 800 number. I just cannot figure out what kind of bait and switch scam they're playing. Seems to me like they promise delivery then deliberately hold them until they have enough deliveries in one area of the state before they dispatch this is, deceptive at best, and fraudulent at worst.

  Customer response

  08/19/2024

  Since my complaint, this company has no-showed two more times. They were supposed to come again today and called us five minutes ago to say they're twenty minutes away but it "has a lot of damage." My husband said he wants to see the damage before he refuses delivery because we don't trust that this isn't just another lie to delay delivery. We were told that ** might not take it back if they "get to our house before refusing delivery" which sounds absurd. Furthermore, how is that they're just now realizing the damage to the item while they are enroute, and not when they were loading it onto the truck...or while it has supposedly been sitting in storage for two weeks.

  Customer response

  08/31/2024

  They attempted to deliver a completely damaged refrigerator, and even called us on the way to drop it off that it was damaged. We then had to place an entirely new order which is now lost by RXO. I've yet to receive any response to this inquiry as well. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Location: **** Order Date: 06/25/2024 Invoice #: ***** Order #: ****************** Subtotal: $1,229.98 Shipping / Delivery: $29.00 Total Tax: $0.00 Total: $1,258.98 *Below is a copy of the email sent to ***** ******* claim #******* The first purchase I made was placed on 6/21/24, delivered 6/24/24. I did not care for this oven, immediately contacted Lowe's, we arranged for it to be picked up and I placed another order for a second oven. It was the delivery and pickup on 6/29/24 that my home sustained damage. The delivery truck backed very close to my home causing the wires to my home to be torn down as the truck backed right into them. My driveway is very long, at least 8 car lengths long, he had plenty of room to maneuver the truck. After ensuring everyone was safe, your drivers and my home, I immediately called ****** to report this damage/incident. The driver was very remorseful, gave me his name and number. I then had the task of having to call and schedule *** to come out to replace the wire from the pole to my home to have internet and cable tv. I then had to research my old cable company, that went out of business years ago, to alert them that their wires were also affected by this. Each company sent technicians out to repair the damage and replace wires. I contacted **********, they also had to come out and reattach wires for my home. I did not think to take pictures. I am a newly widowed woman living alone that is learning how to deal with delivery drivers, ordering appliances and overall management of my home as my husband has always done this in the past. There wasn't physical damage to my home per say, but wires torn down from the junction box giving my home electricity, cable and internet. I am concerned for the hours, stress and worry this incident has caused. I have had to miss work to meet the technicians for reconnection. Again, I did not take pictures. I was so upset and worried not having my home connected to electricity etc.

  Customer response

  08/02/2024

  ****** hired xpo, the shipping company.  I made a purchase online at Lowes.com, delivered by XPO, whereas my home was tragically affected by their ignorance. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ******* TV was purchased on 7/21 and RXO was the assigned courier. RXO has cancelled this delivery 4 times: 7/24, 7/27, 7/30 and 8/2. This has been escalated within RXO and ******* with no solution.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a number of pieces of furniture from ****. I scheduled a delivery date at the time of purchase. On the day of the scheduled delivery I received a call from XPO stating that they couldn’t complete delivery because a truck had broken down. They told me they would call me to reschedule the delivery when the items got back to the warehouse. I never received a call so I called them back. They kept telling me I had to reschedule through **** which I have done THREE times and they still have not received my items. Today was the most recent day my items were supposed to be delivered and nothing.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  XPO Logistics has charged our company a "Detention" fee, which I was told by customer service that is because there must have been a delay or hold up at our dock. This is not accurate or true, we had the shipment ready before we scheduled our pickup, as well as staff there during regular business hours to help load it. There was no delay that day and we do not agree with this charge. We have been in business for 30+ years and have never been charged this fee before. We use multiple different trucking companies. I have been in contact with XPO Customer service via email and phone, but just keep getting the run around. Sue A******* claims she has reached out to the local service center and no one will respond to her. Now no one is responding to my numerous emails. I have emailed every week for over a month now trying to get this resolved. I am this invoice will end up being sent to collections, but we have every intention of fighting this, even if we need to involve our legal team. We have enjoyed using XPO, but do not appreciate hidden fees or inaccurate rate estimates. We often calculate the freight we charge our customers based on your quotes, but we cannot rely on your rate quotes to be accurate when these unexplained and unknown charges get added after the fact. In fact, this invoice has already been corrected once now because the charges were wrong. Half of them were fraudulent. We were charged residential delivery and it was a commercial address, amongst many other inaccurate charges. Please have a manager or someone contact us ASAP. We will not be paying this invoice or doing any more shipments with XPO until resolved.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company in contacted with **** ***** for delivery of appliances and other items. I have now placed several orders with **** ***** and this delivery company and been extremely frustrated. One delivery they broke a light fixture and scratched my hardwood floor and because the item wouldn’t fit, they just left the item until they could get someone out to pick up the item. The next time set a delivery schedule of 10:00 am to 2:00 pm. Delivery never happened until 6:30 pm. Extremely poor customer service.

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