ComplaintsforXPO Logistics, Inc.

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Initial Complaint
10/11/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We ordered from ******* on 9/6/21. Scheduled delivery 10/4/21. ****************** We live on a ******** ************ so I advised the company that all personnel in the vehicle had to have valid id and no felony conviction. Driver called morning of delivery and said his loader couldn’t get on base but since we could deliver straight to the room he could manage. He said he was 30 mins out and he’d call when he arrived at the gate for me to come sign him on base. I waited three hours, contacted xpo who said the driver attempted delivery but couldn’t. Which was a lie, they never contacted me that the driver was returning to the warehouse. They reschedule for 10/8/21, the driver calls. Same problem but we have a truck and can meet him at the gate. He says I’ll be there in about 45 mins. 2 hours pass and I call XPO yet again and they say it’s still on track, one delivery ahead of you. After waiting 3 hrs we call, told driver attempted. Another lie, we were waiting at the gate.
Business response
10/18/2021
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 system shows that your order was delivered on 10/13/21. Please advise if this is incorrect so that we can investigate, or if there is anything else we can do for you at this time.
Customer response
10/19/2021

Complaint: ********

I am rejecting this response because: While I did receive my product finally, my interaction with the company was subpar. I had to call so many times to get resolution - at one point the company said they didn't even have my bike even though they had "attempted" delivery twice. The drivers lied about showing up at my home - I live on a ******** ************ - I was at the gate - you didn't show. Twice I was told they didn't have my bike at the warehouse and finally I was able to speak to a supervisor who said they did have the bike - this was all in five minutes. They sent an "urgent email" multiple times with no response. After multiple calls, where the "customer service agent" read the exact same words from a script even when pressed for questions. After speaking to the supervisor who "found" my bike, I was finally able to speak to the local warehouse and because a neighbor had a pickup (that they had had attempted 7 previous times) we were able to coordinate a two for one stop which is when both of us were finally able to get delivery/pickup. This company is terrible and it's clear from their reports that they assume that "referring it to the local hub" is an adequate response. Speaking of which, the Denver hub has never responded to complaints and has an F rating from BBB. ******* needs to find a new vendor because this one is the absolute worst.

Sincerely,

****** *****
Business response
10/26/2021
We deeply apologize for the inconvenience but we are glad to hear you have received your product. Is there anything else we can do for you at this time?
Customer response
10/26/2021

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while the resolution of me receiving my order is fine, I do not like that the BBB continues to give this business a high rating. Their response is always to refer it to the local hub and then it's closed and they get good marks because they responded. That is no an A+ business, that is a business who punts the problem to ****** local vendors.

Sincerely,

****** *****
Initial Complaint
10/11/2021
Complaint Type:
Delivery Issues
Status:
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.
Delivery has been promised on 3 separate occasions. First 9/27 Then received a phone call that it would be delivered on 10/3 and was not. After calling they said someone needed to be home to help lift (a 400lb shed) off the truck. My husband stayed home to help every though this is ridiculous on 10/7. It didn’t come. Spoke with them yesterday they promised deliver 10/8 between 3-5 I just called it is NOT on the truck. After speaking with them again they are supposed to be calling me back
Business response
10/18/2021
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 XPO to work towards a resolution.
Initial Complaint
10/11/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased appliances (washer and dryer) from ******* that was delivered and installed by XPO Logistics (9/4/21 and 9/18/21). Among many issues with changes in delivery time/day/window, my main issue is that the installation of our appliances was done incorrectly resulting in water damage to my home (9/19/21). I spoke with 2 different XPO representatives at the ********* ** office resulting in no solution. I forwarded photographs and the bill I paid to fix the damages. The fault is entirely on XPO installers- they did not properly connect the hose to the washer, nor did they connect the vent to the dryer. Upon first use of the washer it leaked everywhere, causing damage to our tiles and the ceiling below. XPO did not even use the new parts to install our machines. Because of their failure to install correctly I paid $300 out of pocket in damages. XPO should cover those costs as the fault is entirely theirs. I have reached out numerous times and received no response.
Business response
10/18/2021
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 XPO to work towards a resolution.
Initial Complaint
10/08/2021
Complaint Type:
Delivery Issues
Status:
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.
10-6 they were to deliver. Claimed they could not no one was home. There WAS someone at home. Dogs nor motion activated cameras picked up the truck outside my home. They made no attempt and now want to reschedule for 10-13. I asked about picking up my paid for merchandise. Was told I'd have to drive to *** ******. They have zero interest in resolving nor does ****, where I purchased the merchandise. I'm tired of sleeping on a mattress on the floor and just want my bed delivered.
Business response
10/18/2021
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 system indicates your order was completed on 10/13/21. Please advise if this information is not correct so that we can investigate further, or if there is anything else we can do for you at this time.
Customer response
10/18/2021

Complaint: ********

I am rejecting this response because:

Sincerely,

********* *******
Customer response
10/24/2021
Refund delivery fees
Business response
10/26/2021
The first attempt the driver reached out to the customer, and no one answered the phone. The driver followed the Not At Home process and reached out to the HUB to inform customer service that they are at the delivery address and the customer is NAH. The customer service team reached out to **** to inform them of the situation, **** tried calling the customer and they were unable to reach them. ****s then provided the driver with a release code ********
which authorizes the driver to leave the site and continue with his next stop. Once the freight returned to the hub customer service rescheduled the order for 10/13. We followed the Standard Operating Procedures put in place by **** and they authorized us to leave the location. We will not issue a refund at this time, please close out this complaint.
Customer response
10/27/2021
********** ******** ***** ********* ******* ***** ******* ******* *** **** **** ** *** ********** ******** ******** ** **** ** *** ******** ** ******* **** **** *** **** *** They delivered 1 package addressed to ***** *****. They delivered my head board and footboard (which due to a mistake at **** was the wrong size and color). The side rails were broken and they refused to take them off the truck.

They took off with them. I had to drive all of the wrong stuff to the ************ store. Due to the lack of side rails I couldn't just exchange the wrong/broken items in store. So I had to pay for a whole new bed, gas, and tolls. Leaving me out over 600.00.

If they had delivered the ENTIRE order at least I could make an exchange.

I think its fair to receive a refund for the 149.00 delivery fee.

Sincerely,

********* *******
Initial Complaint
10/08/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a large garbage tote from ****** at the beginning of Sept. It was expected to be delivered Oct 7th 2021. I received about 8 phone calls Oct 5th from an automated XPO LOGISTICS service and everytime I kept hitting the numbers it kept saying it didn't understand and it would connect me to a customer service representative then would hang up. Finally I called back and talked to someone to confirm my deliver for the 7th. Now being the 7th I received numerous calls again from the automated service which didn't work again. Finally i got it to work and it tells me that my delivery is scheduled for Oct 14th now. I received notification from ****** stating the delivery service was unable to contact me for a delivery window and they had to reschedule even tho I set up the delivery for the 7th. When I called XPO they said the driver couldn't fit it on his truck so it would be delivered next week. We'll see I guess, but horrible 1st time experience with this company.
Business response
10/18/2021
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 system indicates that your order was delivered on 10/14/21. Please confirm if this information is correct so that we can investigate, or if there is anything else we can do for you at this time.
Customer response
10/18/2021

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
10/08/2021
Complaint Type:
Delivery Issues
Status:
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.
On 6/15/2021, I purchased a ****** 2 Piece Office Set from ******************** for a total of $746.91. On the same day, shipping/carrier information tracking number through www.xpo.com, Tracking #: ********* provided. On 7/2/21, and XPO delivered the desk and not the credenza. So I asked the driver where's the other box was, and he said it was not on the truck, he called dispatch, and she said it should come out on another delivery. It never came. On 8/5/21, **************** provided an email that states shipped complete on one pallet and two boxes. I filed a claim on the XPO website and provided all documentation on this same day. XPO Claim #: *********, XPO Pro #: 7*********, and Claim Amount: $428.46. On 9/17/21, my claim was denied, and I received a rebuttal acknowledgment email from the XPO claim. I've rebuttal their decision and submitted documentation. XPO did not ship my order in its entirety. I'm waiting on a claim refund for the missing product or the product itself.
Business response
10/18/2021
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 XPO to work towards a resolution.
Initial Complaint
10/05/2021
Complaint Type:
Delivery Issues
Status:
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.
XPO logistics was hired as a carrier for our king size *********** bed and delivery. It has been a month, our "delivery" has been "missed" with NO information/contact for the FIFTH time today. I have called said logistics partner FOUR times today, only to be told the "cannot reach the hub" and no information/disposition given. Exremely frustrated and disappointed, that as of my fourth call today, still no information, on the web link my Husband and I were provided, it just shows delivery scheduled for today, as of 14:56PST. I am at a loss on how any type of customer service is allowed to operate in this manner, leaving the consumer to hope that at some point our $2,500 item may show up?
Business response
10/06/2021
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 XPO to work towards a resolution.
Initial Complaint
10/04/2021
Complaint Type:
Delivery Issues
Status:
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.
My name is ***** *****. The add**** ** **** ***** ****** ********** ** ****** ** ***** ****** ** ************* ** ***** ** ***********************. Two XPO Logistics employees arrived at our home on Friday, Oct. 1, to move a delivery from ****** (flooring) from the driveway into the garage. The driver said he’d brought the wrong truck, and he did not have a piece of equipment needed to get his hand-trolley over the track of our screen door into the garage. He and his assistant struggled to get the two pallets into the garage. When finished, the driver noticed that the track where they had placed driven the heavy trolley was crushed, preventing the screen door to be closed at all. They attempted to correct it using pliers to straighten the track, but they were unable to do so. The screen doors no longer slide, making them useless. I immediately contacted ****** pro desk and flooring dept. manager, and I was told we need to file a claim with XPO. I have reached out to no avail.
Business response
10/06/2021
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 XPO to work towards a resolution.
Initial Complaint
10/04/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a ******* bike from the manufacturer and xpo logistics was contracted for the delivery/setup. My delivery was scheduled on 9/26 for a delivery on 10/1. On 9/30 I received an automated call from xpo logistics confirming my date and time of delivery. Today, 10/1, I received no communication and my delivery wasn’t completed. I contacted the manufacturer about the delivery. They stated that xpo logistics cancelled the delivery for that day without any reason and without explanation
Business response
10/06/2021
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 apologize for the missed delivery and communication issues. Per our system, your order was delivered today on 10/06/21. Please advise if this is not the case so that we can further investigate this.
Customer response
10/06/2021

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
10/04/2021
Complaint Type:
Service or Repair Issues
Status:
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.
******* Refrigerator Delivery and Installation! WORST EXPERIENCE! XPO Logistics Highly unrecommended. Even the delivery teams that show up complain about XPO Logistics. Resolution support nearly non-existent. The delivery was terrible in itself as it took four different teams to install a refrigerator which actually never got installed fully yet, as they took it apart and there are still parts laying about, the water line is not hooked up and it wasn’t even plugged in after the fourth attempt as a reminder. This is a new construction property that they put multi-foot scraps into the inside of the dry wall, hit part of the ceiling, gouged the hard wood floor. They indicated they would take care of an electrical outlet installation right next to the refrigerator. They won’t install a water line when there is hot and cold sink water lines within two feet of the refrigerator. Won’t honor all agreements, won’t follow up with me as promised. Won't provide document showing what's covered.
Business response
10/06/2021
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 XPO to work towards a resolution.

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ComplaintsforXPO Logistics, Inc.

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