ComplaintsforRXO

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept 4, 2024 I ordered an ** washing machine. RXO was the designated delivery partner. The initial delivery date was Sept 10. No washing machine. New date Sept 18 out for delivery, but I received a call saying they were running late. I said that was fine. No show, no call. New date Sept 26. No room on the truck. New date Oct 1. They cancel again. New date Oct 9. This is now over a month. Totally unacceptable.

  Business response

  10/02/2024

  Hello,

  We are very sorry your delivery has been rescheduled multiple times. We have gotten this addressed at your local facility and have this delivery added to a route tomorrow. We will monitor this delivery until completion tomorrow. 

  Customer response

  10/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint of 4 delivery dates cancelled, and find that this resolution is satisfactory to me.

  The day after I submitted the complaint, I received a telephone call from the company that acknowledged the problem and apologized for the multiple cancelled deliveries.  The local facility had been contacted and the delivery was schedule for the next day pending my approval.  The appliance arrived this morning exactly when it was expected. I'm sorry that it took my action to finally get things completed
  
  Thank you. 
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The delivery date agreed to was 9/30. We did not receive any other information than that from RXO in ********. They never showed with our delivery. Many promises from them to let us know what is going on but we havent heard anything. How hard can it be to track down a large order of kitchen cabinets. Are we out our purchase now $$$? Many transferred phone calls and still no word from them.

  Business response

  10/02/2024

  Hello,

  We are very sorry this delivery was rescheduled multiple times. We have gotten this addressed at your local facility and have reached out to you directly and found an option to get this delivery out to you today. Thank you for your feedback. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a ******* refrigerator from ***** Club on September 12th 2024. I was notified on 9/20/24 that delivery would take place on Friday September 27th and I would be notified the day before of my delivery window. I was notified on September 26th at 4:45pm that my delivery window was 11am-3pm in Friday September 27th. I took off work so I could be home for the delivery. At 8:26am on Friday the 27th I was notified my delivery was on the way. I received a phone call at 10:17am and told they could not make the delivery due to the rain. The caller stated I would be rescheduled for Tuesday October 1st. I understood and agreed because things happen. On Monday September 30th I contacted RXO because I had not heard anything since that Friday phone call. I was just notified at 6:46pm that the refrigerator was never scanned back in. I do not have a delivery date and they don't seem to know where my refrigerator is. I literally have no cold food in my house with 4 kids because of this companies incompetence to schedule a delivery and follow through. I need this refrigerator found and delivered ASAP.

  Business response

  10/01/2024

  Hello,

  We are very sorry this delivery was not completed and you have not gotten any updates. We have gotten your product located and scanned in and we have scheduled for Friday 10/4. We will monitor this delivery until completion and ensure things go as smooth as possible. Thank you for your feedback. 

  Customer response

  10/01/2024

   
  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. As long as they follow through with the delivery. It's sad that I had to do my first ever BBB complaint just to get someone to contact me and update the situation. Please review your Frontline customer service and see how frustrating it is to consumers. 
  
  Thank you. 
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept 11th I scheduled a return with ****** and ****** chose this company to come and pick up my return. ****** told me it was scheduled for Sept 17th. RXO sent me a confirmation for Sept 26th instead of the 17th. I accepted that, even though it was two weeks out and I really wanted to get this item out of my house/garage as it has a strong chemical smell that made me sick and want to throw up. On the 26th, I got a call from the shipper telling me they were running late. Nobody showed up. The next day I saw that they canceled the pick up and I called the support team and they stated they ran out of time and would call me to reschedule the pick up. Nobody called. I then reach out again and they told me I needed to reschedule with ****** since the order was canceled. So I rescheduled and amazon told me they would come on Oct 8th. I then get a confirmation that it will come and be picked up on Oct 17th. This is unacceptable that I will have to wait over a month for them to pick up my order. The return deadline for ****** is Oct 18th so if they run out of time to pick up my item on the 17th I will lose out on my money and it wont be my fault! My roommate and I work from home so we are home all day. This is the worst shipping company I have ever seen, it is a simple pick up and shouldn't be this much of a headache. Not to mention the second time I reached out via their chat instead of phone call the associate ended the chat as i was typing out the problem for her! The communication is poor with this shipper and I am upset. I have been patient with this whole situation up until today. I just want my item picked up before the deadline!!!

  Business response

  10/01/2024

  Hello,

  We are very sorry this pickup was not completed on 9/26 and the first available date we could offer was not until mid October. We have gotten this addressed at your local facility and we will be reaching out to you today to advance your pickup. Thank you for your feedback. 

  Customer response

  10/01/2024

   
  I am rejecting this response because:
  

  Though I appreciate your efforts in responding, I do not think it is acceptable that my pickup was canceled after an appointment was made two weeks out just to have to wait another two weeks when it was due to an issue on the shippers end. I could understand this if it was my fault, but it was not. No one has reached out to me and I wont be satisfied until this order is picked up by the deadline for my return.  

  
  

  Business response

  10/01/2024

  Hello,

  We have reached out to you directly and gotten this scheduled for Thursday 10/3. We will ensure this pickup goes as smooth as possible on that date. Thank you for your feedback. 

  Customer response

  10/04/2024

   
  I am rejecting this response because:
  

  I am excited to report that the package has been picked up by RXO. However, I am only rejecting this response for now as I just checked the tracking and the bar is red and showing that "Looks like some updates have been made on the order." I am uncertain as to what this means and I would like to see the package marked off as dropped off at amazon before I can be sure that everything is okay. 

  
  

  Business response

  10/05/2024

  Hello,

  This pickup has been completed. 

  Customer response

  10/10/2024

   
  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 item was picked up and dropped off at the amazon facility.
  
  Thank you. 
  

• Initial Complaint

  09/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was promised a delivery and install on 9/20. On the evening of 9/20, RXO called to say the products had still not arrived and they were waiting for ******* to respond. After ******* confirmed delivery to RXO, they took another 8 days to actually call to let me know they have the products but now cant commit to delivery date since I need to wait for their install team to be available. They asked 3 times if I was sure I needed installation(its on the order). So a month after order, I dont know when or how the appliance package is being delivered.

  Business response

  09/29/2024

  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 and will be reaching out to you tomorrow to get you on the schedule. ? 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ******* 55 inch frame TV on September 13th 2024. It was supposed to be delivered on the 18th and they reschedule then was supposed to be delivered the 28th yet reschedule again. Now delivery is supposed to be oct 2nd yet they again reschedule and i have no idea when it's coming. I demand something be done now to figure this out. This is the worst company ever to work with. Cancel your products if this will be the company that delivers your expensive puechases.

  Business response

  09/28/2024

  Hello,

  We are very sorry this delivery has been rescheduled multiple times. We have reached out to you directly and have gotten this scheduled and confirmed for 10/2. We will monitor until completion and ensure things go as smooth as possible.

  Customer response

  10/03/2024

   
  I am rejecting this response because:

  This is the 2nd time I am writing a complaint about this business. Absolutely horrible, they again rescheduled for the 5th time for my delivery of the TV. I demand that this gets resolved now as this is a reoccurring issue with this company. Something has to be done to fix your rescheduling issues. I want to make sure that no one ever uses this company because it will take months before you get anything. So many empty promises and they don't care. I am going to see what else I can do while also filing a BBB report to get a faster solution.
  

  Business response

  10/05/2024

  Hello,

  This delivery was successfully completed on 10/4. Thank you for your feedback

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a ******* washer and dryer hub on ***********, including installation and hauling away old appliances. The washer and dryer were dropped off on September 18, 2024. The RXO employees who delivered the washer and dryer told my wife that they could not be installed because the valves needed to be changed, and RXO doesnt install with the valves we have. They also told her that three people were needed to bring the washer and dryer upstairs to our laundry room. Lastly, we needed to buy a longer cord because the one they had wasnt long enough. We agreed to reschedule. The RXO employee did not want to take the washer and dryer back and insisted on leaving them. He told my wife that if they left the washer and dryer here, it would be installed quicker than if they returned it to the ******* warehouse. Wanting to speed up the process, my wife agreed to the drop-off.Between the 18th and 26th, I had to place multiple phone calls to ******* and RXO to get installation schedule and this issue resolved. We finally were able to scheduled installation for the 27th between 3:00 PM - 7:00 PM EST. There were only people that came to install the hub. I told them it needs to be 3 people like the previous installation person stated. We contacted RXO customer service to find a solution, but they told us we would need to reschedule AGAIN. The washer and dryer hub is blocking a window, and I have two small children and two dogs. If something happens, we could have an emergency with no easy way out, or the unit could fall. This is a safety issue. We also had to pay a plumber $700 to change the valves as RXO requested, and we spent another $70 to buy longer cords. I missed work for this installation and spent nearly $800 to ensure everything was ready for it. At this point, I feel the RXO employees took advantage of the fact that my wife was home alone and made excuses to avoid doing the installation during the drop-off.

  Business response

  09/28/2024

  Hello,

  We are very sorry your install has not been completed. We have gotten this addressed at your local facility and we have put a plan in place to send a 4 man team out to your location on 9/30 to complete install. We will be monitoring this until completion. Thank you for your feedback.

  Customer response

  10/01/2024

   
  I am rejecting this response because:
  Once again, only 2 men showed up to install the appliance. They weren't even aware that the appliance still needed to be taken upstairs and almost rescheduled again. There's no clear communication between the company and employees, which is very disappointing. 

  Business response

  10/02/2024

  Hello,

  We had another team lined up to complete the 4 man install but the team was running late. The team that arrived on time called off the other team when they realized they could complete the job themselves. Thank you

• Initial Complaint

  09/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am filing this complaint due to repeated delivery cancellations by RXO, causing significant inconvenience and disruption.-Transaction Date: August 15, 2024 (Order placed/delivery scheduled)-Original Delivery Date: September 25, 2024 -Issue: RXO cancelled the delivery without communication.-Rescheduled Delivery: September 27, 2024 (Also cancelled by RXO)-Current Status: No confirmed delivery date. I am not happy with 10/4/2024 being the newest soonest rescheduled available date and I expect a sooner date.Impact:-I have taken time off work for both scheduled deliveries, resulting in lost wages and missed opportunities.-The lack of communication and repeated cancellations demonstrate a disregard for my time and the disruption this has caused to my schedule.Desired Resolution:-I request immediate delivery of my washer/dryer.-I seek compensation for the lost wages incurred due to RXO's actions.-I expect improved communication and professionalism in future dealings.Additional Information:-I did not directly pay RXO; they are contracted for my ******* delivery.-I have attempted to resolve this directly with RXO, but they have not provided a satisfactory solution or a new delivery date.

  Business response

  09/27/2024

  Hello,

  We are very sorry this delivery has been rescheduled multiple times. We have gotten this addressed at your local facility and we were able to advance this order to 9/30 and have marked it as a priority. We will ensure this delivery goes out as smooth as possible. Thank you for your feedback. 

  Customer response

  09/27/2024

   
  I am rejecting this response because:

  While I appreciate the updated delivery date of September 30th, I remain deeply dissatisfied with the handling of this situation.

   * Lost Wages and Inconvenience: The repeated cancellations have caused significant inconvenience by having to contact your company repeatedly and resulted in lost wages due to taking time off work for scheduled deliveries that never occurred.

  I urge you to reconsider your position and offer compensation for the losses I have incurred due to your company's repeated failures to fulfill its delivery commitments.

  I expect a prompt and satisfactory resolution to this matter.

  Sincerely,

  ******* ********

  Business response

  09/28/2024

  Hello,

  We will put in a compensation request and reach out to you directly with updates. We will also ensure this delivery goes smoothly on Monday. Thank you

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RXO was supposed to deliver my TV from ** electronics on 27th September 2024. On 26th September, evening I get a SMS that my delivery is delayed without any explanation. When I spoke with the customer service person, I did not get any details. I don't know when I will get this product. Very frustrating experience. I already made arrangements to work from home just to get my TV. It's difficult to make such arrangements again. I hope they fix their process and deliver on time; else I request companies to not to use such services as they impact the customer experience.

  Business response

  09/27/2024

  Hello,

  We are very sorry this delivery did not go as planned on 9/26. We have gotten this addressed at your local facility and this has been rescheduled for 9/30 and marked as a priority. We will ensure this delivery goes as smoothly as possible. Thank you for your feedback.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Today is 2nd day I've wasted after being rescheduled. Now they just aren't saying when I'll get my merchandise.

  Business response

  09/27/2024

  Hello,

  We are very sorry your delivery has been rescheduled multiple times. This has been rescheduled for 9/30 and we will ensure this gets delivered with no issues. Thank you for your feedback. 

*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. ↩