ComplaintsforRXO

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered furniture from IKEA and was supposed to have it delivered about 2 weeks later. I paid for scheduled delivery and the day before, was told I would have my items between 1 and 5. At roughly 1:30, I was told the truck could not get to my apartment because of construction (2 other trucks got there no problem). I was then told numerous times it would arrive before 5, then before the end of the night. The items arrived at 8pm nothing was there.

  Business response

  08/09/2024

  Hello,

  We are very sorry this delivery did not go as planned yesterday. We have reached out to you directly to get this delivery back on the schedule and to ensure their are no more delays. Please give us a call back at your earliest availability. Thank you for your feedback. 

  
  

  Customer response

  08/11/2024

   
  I am rejecting this response because:
  I had to go and buy the furniture myself after I was promised the delivery would be made. It took far more time to be contacted than it should have. And still, the delivery I was offered was 5 days late. 

  Business response

  08/13/2024

  Hello,

  We are very sorry for the experience you had with RXO. We have gotten this addressed at your local facility to do what we can to avoid experiences like this going forward. Thank you for your feedback. 

  Customer response

  08/13/2024

   
  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

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RXO incorrectly installed a washer for ****** and when the washer was used water damaged the flooring throughout the apartment. This occurred on 7/5/24 and today's date is 8/8/24. I have been calling RXO almost daily for the past 30 days to no effect.

  Business response

  08/09/2024

  Thank you for taking the time to communicate to us why your recent experience with RXO 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 and provide updates as needed. At this time your claim is being handled by the carriers insurance adjuster. You may contact the adjuster directly with the info below

  ADJUSTER NAME: *******************
  Toll-Free: ***************************
  Direct: **************
  ADJUSTER EMAIL: *********************************

  Customer response

  08/09/2024

   
  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a ******* All in one AI COMBO. ******* took the current ******* washer on a trade in. They did not ask for my pedestals. They only asked for the washing machine. Those pedestals were a separate purchase. The company ******* used to deliver set up and take my trade in called RXO the drivers told me they have to take the base or they dont take anything. I told them I was going to sell them they were in perfect condition as the washer had. Zero scratches just bought this set 5 years prior for $5000. I take very good care of my things. And I knew why they did it because I think they were going to sell my pedestals because I told them how much I paid for them. $249 each. ******* also told me they only requested the washer not my pedestals!!! I dont understand why RXO DRIVERS are lying this company is lying. I got an email update after contacting ******* regarding my issue ******* called RXO and now they are saying I told the driver to take the pedestals when I did not. This is the worst customer service I have ever gotten. Everything I say they say it wrong. The girl I spoke with speaks perfect English. How is it that I say one thing they say the opposite and keep telling me they are going to give this to a supervisor. I have a video of the problem. I have RXO on video saying their policy is they either take both washer and the pedestal or they dont take anything. Which forces me to not get my discount and then I cannot get my installation. I gave them a $30 Tip on top of that. I want to be compensated for the damage they caused and I want my $30 Tip back. This company doesnt listen they are lying flat out lying. I gave proof that they told me we take it all or nothing. Thats a scam I think this company has. I am calling back ******* because I video taped the RXO DRIVER and my dad is my witness. I had to argue with them about taking the pedestal. I also have ************ of zero scratches or dents on my property they stole !

  Business response

  08/09/2024

  Thank you for taking the time to communicate to us why your recent experience with RXO 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 and reach out to you directly with updates. 

  Customer response

  08/09/2024

   
  Better Business Bureau:

   

  I be will say this.  They have said they were going to take care of my complaint and send it up the chain of command but continued lying and told me that my ******* pedestal was damaged when they picked it up which it was not and also said they dropped it off in the condition it was picked up and said I told them they could take it.  Which is all lies.  So I really expecting them to continue this lie.   If they wanted to do the right thing they could have done it in the very beginning but they did not. I have made several attempts and got the same response.  Even ******* called RXO & told them directly they never asked for a pedestal. They only asked to pick up my ******* Flex Duo Washer only.  What else can I  do but wait for RXO to stop lying and do what is right by the customer.  They are claiming they want to suddenly do the right thing. I dont buy it for one second.  
  
  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

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******* refrigerator retailer tracking **********. I was told the fridge would be delivered august 1st. The night before delivery, I received a message saying it would not be delivered anymore and that I needed to reschedule using the link. When I click the link, it says I need to call RXO. I have called RXO three times to get this delivery rescheduled. Even though my item is only one hour away at their warehouse in ******, **, they are telling me they cannot deliver until Octoberthat over 2 months away. This is absurdly ridiculous. I cannot get an email reply, I cannot get a local contact, and I cannot get any serious customer service. I paid over $2,000 for this item and even though Ive been told I will receive an email, none has come. I simply need my fridge delivered to my house and RXO and ******* have been zero help. Again, the promise date was august 1st, ******* shipped it, now RXO is holding it hostage at their facility ONE HOUR away from my house. This by far the absolute worst customer service I have dealt with and I am out of options. My family needs a fridge as we have nothing. I need a phone call AND email confirmation of how we are going to get this item. Enough talking to people across the other side of the world who dont care and laugh when I tell them the problem.

  Business response

  08/06/2024

  Hello,

  
  We are very sorry this delivery did not go as planned on 8/1. We have gotten this addressed at your local facility and they have moved this delivery up to 8/8 and marked as VIP. We will ensure this does not get delayed again and that things go as smooth as possible on Thursday. We will be monitoring this delivery until completion on Thursday and provide updates as needed. Thank you for your feedback. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we bought a TV through ******* and have TV mounting we couldn't have mounting done at time of delivery for the tv so we were told to call to reschedule. We have called to have rescheduled. Original appointment was set for the 1st of Aug. THen it was cancelled by RXO and we were told not routed. Then we were rescheduled for 2nd August (today) and was cancelled again for the same reason. Now we are scheduled for the 5th of Aug. I am not hopefully that it won't be cancelled by the company for the same reason. This is absolutely ridiculous. Please ensure the appointment is kept this time.

  Business response

  08/02/2024

  Hello,

  We are very sorry that your service has been rescheduled multiple times. We have gotten this service scheduled for 8/5 and marked as a priority so we will ensure things go smoothly on Monday. We will be monitoring this service until completion and will provide updates as needed. Thank you for your feedback. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Kraftmaid cabinets through HD in June 2024. I received a text message that my order would be delivered on July 29, 2024, and that I would receive a phone call prior to delivery. The order was not delivered, nor did I get a phone call. Just before 5PM, I contacted RXO, RXO stated that it was a missed delivery. We were told we would be contacted with a new delivery date but we never received that call. On July 31st, we received a text that our delivery was rescheduled for August 5th. This was not OK, we expressed that we needed that cabinets ASAP as they are delaying our addition and carpenters who were there waiting to install the cabinets. I was told by RXO account acceleration representative that he would look into why they were not delivered initially since we never received an answer. He also said he would get them on a truck August 1st but he hung up on me after being on the phone with them for 28 minutes. HD can't get a hold of them and neither can we to get more information. I'm not sure I trust them to actually deliver our cabinets on August 5th after what happened on July 29th and reading all the complaints on here about them.

  Business response

  08/01/2024

  Hello,

  
  We are very sorry your delivery has not gone as originally planned. We have gotten this delivery rescheduled for tomorrow 8/2 and will monitor this delivery until completion tomorrow. Thank you for your feedback. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a large kitchen delivery from Ikea with RXO as the delivery company. I was scheduled for delivery on 7/31/2024. I received a confirmation text on 7/30/2024 with a delivery time window. On 7/31/2024, I received a text that the delivery was postponed. Upon contacting RXO, I was told it was an Ikea issue and I need to call them. Upon calling ****, I was told the shipment had been picked up by RXO the day before but there had not been space on their truck to deliver it. They offered me a rescheduled delivery on 8/14/2024 which is unacceptable as I have a contractor scheduled to install the kitchen beginning 8/5/2024.

  Business response

  08/01/2024

  Hello,

  
  We are very sorry this delivery did not go as originally planned. We got this addressed at your local facility and we were able to get this delivery added back to a route for today 8/1. The delivery has been completed. Thank you for your feedback. 

  Customer response

  08/01/2024

   
  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

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a set of appliances from ******* and RXO was suppose to deliver it. Due to RXO's incompetence of not bringing enough people to deliver all the appliances the first time, a redelivery was needed for the refrigerator. They have delayed the delivery for almost 2 weeks. I have been contacting them daily but all I get is a work order has not been processed let me email the local facility response. This has caused a great inconvenience on my family where we cannot store food anywhere. We cannot cook the food we want without a freezer. **** should be be forced to go eat out due to their incompetence in allocating proper resources upon delivery.

  Business response

  08/03/2024

  Hello,

  Thank you for taking the time to provide us feedback as we are very sorry for your experience to this point with RXO. We have gotten this addressed at your local facility and noticed that your fridge has sustained damage and will be returned to the vendor. A replacement will need to be ordered. Thank you

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Peloton Rower for $3295 on 6 July and RXO was the delivery service hired. I live on a military base, which requires showing ID to enter. The original delivery date was 15 July; the driver called when he was 30 minutes out. Subsequently, the driver showed up without a drivers license and was turned away at the gate. The company did not call to inform me. I called them 90 min later and was told the driver did not have his license at the gate. The second scheduled delivery date was 22 July. I called prior to the delivery to ensure RXO was tracking requirements for entry. The driver arrived olat the gate on 22 July and when they ran his drivers license, it returned a hit for an outstanding arrest warrant and he was denied entry. The driver called and told me he could not complete delivery because of the warrant, that the other passenger in the car was too young to have a drivers license so could not drive the truck, and then assured me the delivery would be completed on the next available date without issue and that he would convey the requirements to the scheduler. The third delivery date was 29 July. I again called RXO multiple times to reiterate the entry requirements and was assured there would be no issue this time. On 29 July, the driver did not show up during the delivery window. I called RXO and was told he was running late and would call me with an update. No call was received. 90 minutes later, I reached out again and was told by RXO that the driver forgot to take his drivers license on the 3 hour drive to deliver the rower. To date, I have no rower, no resolution, and no confidence I will receive this incredibly expensive equipment any time soon. RXO markets itself as a military friendly company, including touting in press releases that it is a military friendly employer designated company, has access to worldwide facilities and military expertise, but clearly does not actually believe their own press or live up to their own advertising.

  Business response

  08/02/2024

  Hello,

   

  We are very sorry this delivery has been rescheduled multiple times. We have gotten this addressed at your local facility and your delivery has been rescheduled for today 8/2. We have confirmed that the delivery team will be able to get on base with no issues. We will be monitoring this delivery until completion and provide updates as needed. Thank you for your feedback. 

  Customer response

  08/03/2024

   
  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. The rower was successfully delivered on the fourth attempt, after filing this complaint. 
  
  Thank you. 
  

• Initial Complaint

  07/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a large item from Ikea and shipping was provided through RXO. I was given a delivery date of 26 July. I received text messages that morning that the delivery was comfirmed and would be made. I was not notified it'd be a signature required delivery. I did not have my phone on me but I did wait at home for the package. Never had anyone at the door or even anyone on our security camera. Found a missed call on my phone saying they were unable to make contact so I would have to reschedule delivery. Called the company immediately to reschedule (within ten minutes of missed delivery notification). Was given a new date of 28 July for delivery. Did not receive any addition delivery confirmation. The 28th is here, **** tried to contact RXO and said no one was answering and won't until the 29th now. The tracking status shows my package still at their facility and even says I have to call again to try to schedule a delivery time. Provides the exact same number for customer service that I have already used on the 26th to reschedule. I already took the 26th off for this delivery, have cancelled plans to be here for the 28th's delivery and cannot afford to take the 29th off as well to wait for a package that at this point isn't even confirmed to be delivered.

  Business response

  07/28/2024

  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. 

*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. ↩