Complaints

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

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  Hub Group, Inc

  2001 Hub Group Way Oak Brook, IL 60523

• 

  Hub Group, Inc

  PO Box 7047 Downers Grove, IL 60515-7093

• 

  Hub Group, Inc

  2000 Clearwater Drive Oak Brook, IL 60523-8809

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:05/04/2025

  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.

  Purchased a mini fridge from **********. When we received it did not run. Called ********** to come and pick it up which then they gave me the information on setting up the return pickup of the fridge. Scheduled pickup up with Hub Group for April 28, 2025 between 9:00 AM and 7:00 PM. They never showed up. Called Hub Group April 29, 2025 they said they missed the pickup and it was rescheduled on the 29th for pickup...Never showed. Called April 30 and they said would pick up Saturday May 10th 2025 between 3:00PM and 7:00PM Again never showed up. Going to contact ********** direct or potentially sue Hub Group as well.

  Business Response

  Date: 05/05/2025

  Hello,

        We apologize if you were advised the order was scheduled for the 28th or 29th.  Our records do not indicate the local terminal has reached out to schedule a pickup appointment as of yet  We show we received a request for the order to be scheduled for  May 2nd but the local terminal again did not confirm for that date.  The local terminal did make a note that they had attempted to reach out today to confirm a pickup appointment using the ************ but were not able to make contact.  Is the ************ the best number for them to be using to reach you?

• Initial Complaint

  Date:05/04/2025

  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 the delivery of a couch, received a phone call and text message to confirm my delivery. I confirmed and my delivery was scheduled for 5/3 between the hours of 4pm and 8pm ET. I was advised that I would receive a notification 30 minutes before. I removed my old couch in preparation for this delivery and there was no call and no show for my delivery. I attempted to contact customer service and no answer. On 5/4 my status still says "out for delivery", finally connected with customer service and was informed the warehouse is closed and they will put a note for someone to contact me 24 to 48 hours. So I am left sitting on my floor waiting for a delivery that may or may not happen because even confirmed appointments are only confirmed on the customer side. There is no thought to putting customers out, no thought of notifying the customer of any delay, of their time or in my case, having to sit on a floor for days now because of the incompetence of this company.

  Business Response

  Date: 05/05/2025

  *****, sorry about the delay of your delivery and any inconvenience we may have caused you. I have submitted an URGENT request to have your delivery scheduled as soon as possible. If you are still in need of assistance, please email us at **********************************************************. 

• Initial Complaint

  Date:04/24/2025

  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.

  I want to file a complaint against Schertz TX HUB Group and the general assistance phone number crew. I had a package set to be delivered last tuesday between 12-4. I had no one available at home so i made my elderly mother drive 30 minutes to be at my house. She had to leave at 4. Apparently you showed up at 4:15. I called and got assurance you could be there the next day between 12-3, then I got a text saying you would arrive between 7-11. I called and they said they cant even do 7-11. They then called me back and said i would be the priority today at 10am and they would for sure be there by 10:45. I had my brother in law who has cancer go wait at the house. At 1130 He had to leave and i called, i was told by 230. I again had my elderly mom drive over 30 Minutes. At 224 i called to check the status, inwas told 30 minutes. At 3:50 i called again , i am now being told ***** minutes. What happened to me being priority. What kind of business model is this? Where can i file a complaint and what can you offer besides an apology? Oh by the way the guy did offer to leave it at the door without a signature but I dont trust any of you anymore. I think it will be a miracle if i ever get this item. I hope to God you are the cheapest logistics in the country because if you charge anything over the cost of fuel you are over charging.

  Business Response

  Date: 04/28/2025

  Hello,

        Unfortunately, we cannot locate an order in our system that corresponds with the name or order number provided.  Can you please provide either your Hub Group final mile freight bill/tracking number  (it would begin with a 10, 20, 21, 38, or R8,R9 and be eight digits in length or begin with a 30,7 or 9 and be seven digits in length) or advise if the order might be under a different name so we can locate the order?

• Initial Complaint

  Date:04/24/2025

  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.

  Scheduled furniture delivery with Hub Group ******* bought through 1StopBedroom. Delivery date was 4/23 between 3-7. Was given a link to a "delivery tracker" that was supposed to be keeping me up to date on the status of my delivery. By 8:00pm no delivery had been made. I checked back on the "tracker" and it indicated that it had been delivered. That was obviously false. I contacted the number for the Hub Group and spoke to someone that said they would have someone look into it and get back to me. Have called back several times without success. Contacted 1StopBedroom for assistance and they say that "the system" shows that my furniture was delivered at 7:40pm. I spoke to customer service after ******... After reading all the complaints, I am concerned that I will never get my furniture. Why would these companies contract with a fraudulent delivery service?

  Business Response

  Date: 04/25/2025

  Hello,

         We apologize that your order was not delivered as scheduled on the 23rd and the order was marked as delivered in error.  The order has been reopened to reflect the delivery is still pending being completed and we are working with our local terminal to confirm a new delivery appointment for your order.  We will advise as soon as we have more details regarding a rescheduled delivery date.

  Customer Answer

  Date: 04/29/2025

   
  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

  Date:04/22/2025

  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.

  This company is contracted by ********** to pick up returns from the customer and return to **********. I have scheduled and confirmed several times. No one ever shows up to pick up the return. If I contact ********** they say it is not their problem. If I contact Hub Group, they have no explanation as to why no one shows up. Apparently, the terminal is closed and no one can reach a driver. I cannot complete the return of damaged merchandise or get my money refunded from ********** until Hub Group picks up the return. This merchandise is blocking my gate. I am being held hostage financially, emotionally and mentally by two different companies. Additionally, I feel bullied and harassed by both companies. I'm just wondering how do I get resolution? Should I file criminal charges against both companies for attempting to defraud me? It seems like that is their goal. Wear the consumer down until they give up. Now the customer has paid for useless merchandise and nonexistent services so they can keep making money. No one ever holds these corporate bullies accountable for their unethical business practices.

  Business Response

  Date: 04/23/2025

  Hello,

  We apologize for the delays and difficulties with the order, we have advised our terminal management team so they can further address the service failures that occurred. Our records reflect that the pickup was completed today, April 23rd.  Was the pickup completed today and if so did everything go well with the drivers?

• Initial Complaint

  Date:04/21/2025

  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 11/19/2024 my mother's neighbor had a dishwasher delivered she ordered from **********. ********** contracted Hub Group for delivery drivers. These drivers drove past the intended delivery address. They turned down a dead end street next to my parents home in an effort to turn around. Instead of using our 2nd driveway they drove into my parents yard and buried a Penske truck in their yard. They said they didn't know we owned it. The house was just feet away. I was in town helping to take care of my father who passed away in December. I arrived as the tow truck the driver called to get them out of the yard showed up. The driver never went to knock on the door to alert my parents to the situation. They were going to leave and not take responsibility for the extensive damage that was caused. I stopped the tow truck from removing the truck until the police showed up. The driver of the truck was arrested on site due to having 2 outstanding warrants for his arrest and was also driving this truck on a suspended and revoked license. The 2nd ****** on the truck took off never to come back. We have to assume this young man also had warrants out for his arrest. It seems clear that Hub Group does not do background checks on their employees and are sending criminals into the homes of the consumers. Hub Group is refusing to take responsibility for this and told us they thought the bid for damage repair is extreme and won't give us the amount of money needed to repair the damage. I submitted pictures and they never sent anyone out to survey the damage. They said they would give $1,200 of a $5,380 estimate for repair and followed that up with my mother could turn it into her homeowners insurance to be repaired. They stopped responding to me and we had no choice but to file this complaint and take the matter to the media. We have also consulted an attorney.

  Business Response

  Date: 04/22/2025

  I apologize for the experience that you had with your delivery crew. Please email us at ********************************** so that we may assist. 

• Initial Complaint

  Date:04/20/2025

  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.

  Order was received by Hub Group/NSD on April 16th, 2024 and was scheduled to be delivered between 1:15pm and 5:15pm and the order never came. Upon calling customer service at ****** on April 18th, 2024, I was told that it would be marked as a missed delivery and they were not coming on that day at all and that I would receive contact to reschedule which has not occurred. There is no way to contact the warehouse, I called the terminal number and was told he only deals with trains. I called customer service 5 times on April 19th and was hung up on every time I got through the robo operator. This is very unprofessional and apparently an ongoing issue that is not being remedied.

  Business Response

  Date: 04/22/2025

  SHAYANNE- Sorry about the delay of your delivery and any inconvenience we may have cause you. I have submitted an urgent request to have our dispatch team reach out to you to schedule as soon as possible. Please allow up to ***** hours to confirm delivery date and timeframe window. If you have any questions, please contact us at **********************************

  Customer Answer

  Date: 04/23/2025

   
  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,
  
  Shayanne Grand

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 on 1/6/2025 for Cabinets order #********** &**********.On 3/17/2025 the cabinets were delivered the two-delivery people yelled for me to come and sign a paper. I glanced my head around as it asked questions about damage. I wrote not that I could see, and they left. After they left, I left for work and when I got home, I started to clean the floors as dirt and leaves were dragged in during delivery and thats when I was able to see all the damage. Email was sent at 1:48pm on 3/18/2025 with pictures showing damage, I did open the pantry I could hear rattling and banging when they carried in and it had all shelf and rollouts broken or damaged. After the cabinets were all opened and installed, I found damage to the corners of many cabinets as well as more damage to my floors that were under the boxes. You could see the direct line to them pushing the boxes across my floor. I also had some damage to cabinet doors and a large pantry. I sent another email again with pictures showing all the damage and telling them about a missing item. ************ told me to fill out a link about damage and they would get me a new item. They also had me send pictures to the delivery company they use Hubgroup. Property Damage Complaint - NSD# ******** I was just informed that they talked with the delivery crew, and they said they didnt cause any damage to my brand-new floors that are not even a year old and that I signed the paper saying I could not see any damage, they were not doing anything. I paid over $14,000 to have these floors installed and now they are all damaged. I was not able to upload second file of damage.

• Initial Complaint

  Date:04/10/2025

  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.

  ********** scheduled a pick-up for a return with Hub Group. They called me on 4/7/25 and scheduled a pick-up window of originally 12-4 then later in the day I was told it was 1-5 on 4/8/25. Once 5:00 arrived and they didn't show I called both Hub Group and **********. ********** tried contacting Hub Group both via "chat" and telephone, both ways failed. I called Hub Group several times. Each time the Hub representative tried contacting the "terminal" and I was told their attempts were unsuccessful. I've tried contacting Hub today and have been on long holds and when they answer I'm only told "someone will contact me". It is imperative that the ********** merchandise be picked up immediately because until it's picked up and returned, I won't receive my return credit from ********** which is close to $3,000.00. Hub Group has been unresponsive and I'm concerned.

  Business Response

  Date: 04/10/2025

  *****- sorry about the delay of return pickup and any inconvenience we may have caused you. I have submitted a URGENT request to have your return schedule as soon as possible. Please allow ***** hours to confirm date and timeframe window. If you have any questions, feel free to contact us at ***********************************

• Initial Complaint

  Date:04/04/2025

  Type:Product 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.

  ****** received my scheduled delivery, despite waiting all day for the delivery to arrive. This is ridiculous.

  Business Response

  Date: 04/23/2025

  Hello,

        We apologize the local terminal did not complete the delivery as scheduled on April 4th but our system does reflect the delivery was completed on April 8th.  Please let us know if you have any questions or if we can be of further assistance in anyway.