ComplaintsforRXO
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Complaint Details
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Initial Complaint
09/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Mattress set from ***** club was supposed to be delivered on 9/24/2024. I had not heard from this company regarding a delivery time, so I called that morning at 8:00 a.m. and they told me the delivery would happen anytime between 6:00 a.m. and 8:00 about 10 minutes after I hung up, I received an automated call saying that my delivery had been rescheduled. Upon reaching out to the RXO, they told me that my order was only partially in their warehouse and they could not deliver until both pieces were there. On 9/26 2024 the delivery was supposed to happen again. That morning I got a phone call saying they still cannot locate all of my order and that they would contact me. I have made numerous attempts to get them to locate this order and I keep receiving generic answers The state that I just have to wait until they locate it. They do not give a time frame for how long this will take or any other useful information. They just keep stating I have to wait. At this point, I have missed two days of work waiting on deliveries that never show. I have also since broken down the bed that the mattresses are replacing. These are for my 5-year-old daughter who is wheelchair-bound and now has nowhere to sleep comfortably. I do not feel enough as being done to locate my shipment and The updates they do give are not useful information, only script and answers.Business response
09/27/2024
Hello,
We are very sorry that your delivery has been rescheduled twice to this point. We have gotten this addressed at your local facility to conduct a dock search for the missing item. We will reach out to you directly with the results and will reach out for scheduling if its at our facility.
Customer response
09/27/2024
I am rejecting this response because: they have been searching for 3 days. I am still getting the same generic emails. Now I am receiving multiple hang up calls from them a day. The items were a set, and when I asked the *** if it were possible that the two items were packaged together, I received a rude response stating that she was not there and could not physically go look so I would just have to trust that the dog workers would know to do that.At this point, they need to admit that my shipment has been lost somewhere along the way, so that I can get a ***lacement issued.
Business response
09/28/2024
Hello,
This delivery was added to a route for today 9/28 and it was successfully completed today. Thank you for your feedback.
Customer response
09/29/2024
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
09/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Item purchased 8/30/24 from ** and delivered to RXO on 9/5/24 Delivery scheduled for Fri 9/20. Text received late PM 9/19 stating delivery cancelled to be rescheduled. Upon questioning, company stated no truck was available. This was scheduled 2 weeks ahead of time yet they could not schedule a truck?? Rescheduled for Tuesday 9/24 1-5pm. 7am on 9/24 text received to CONFIRM delivery. 1pm item tracking demonstrted item still "at pickup" and not Out for delivery. 5pm NO CHANGE in status. Call placed to RXO and told "won't be delivered today". Call placed to ** who stated "it's on truck". Logged back into tracking ant item status changed to "OUT for Delivery" with all items in red and a message stating call RXO customer service. Call placed again- told to call issue resolution. Called issue resolution Wed morning and told item would need to be taken off truck, rescanned, and rescheduled for delivery. Today is Thursday 9/26 and still no updates on status, items on tracking still say out for delivery in red. I even contacted the president of this arm of company via linked in. No resolution. We keep adjusting work schedules to be here for delivery. I want my washer and dryer.Business response
09/26/2024
Hello,
We are very sorry your delivery has been rescheduled multiple times. This has been addressed at a Senior Manager Level at your local facility and delivery has been scheduled for 10/5. We will ensure this delivery goes as smooth as possible on that date. Thank you for your feedback.
Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am still waiting for my fridge/range and dishwasher to be delivered. Original delivery date was 9/23. Then it got pushed back to 9/30. After being on the phone for hours with RXO they told me that they had a spot open on 9/26 to deliver my appliances. And today I got another text saying everything is delayed and will now be delivered on 10/2. I am furious. I have no kitchen and my husband and I are losing money because we need to take time of of work. This has been a nightmare. And the customer service has not been helpful. All they do is apologize.Business response
09/26/2024
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.?Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a washer and dryer from ************** on 25 Aug 2024. RXO contacted me to schedule the delivery and installation. The first available date was 10 Sept. so I scheduled that date with RXO. I received a text the evening of 9 Sept cancelling the delivery. Phone calls to RXO on 10, 11, and 12 Sept did not resolve the issue. A phone call to ** on 12 Sept did not resolve the issue. Finally, a phone call to RXO on 16 Sept resulted in a delivery scheduled for 19 Sept. Only the washer arrived. A phone call to ** on 20 Sept did not resolve the issue. Phone calls to ** and RXO on 25 Sept did not resolve the issue. RXO says they don't have the dryer in their warehouse. ** says they have documenation showing RXO received the dryer. As of 25 Sept, I do not have a delivery date scheduled for the dryer.Business response
09/26/2024
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.?Customer response
09/26/2024
I am rejecting this response because: RXO has not provided a solution (such as a delivery date for the dryer). RXO merely stated that they are working on it. I've been communicating wtih them since 10 Sept, and I still don't have the dryer.Business response
10/05/2024
Hello,
We are still getting this addressed at your local facility and will be reaching out to you directly with updates as needed.
Customer response
10/11/2024
I am rejecting this response because: I am hesitant to close the complaint before the dryer is delivered, installed, and fuctioning with the old dryer hauled away. I do have a delivery date scheduled for Tuesday, October 15th, but this is the third time I've scheduled the dryer delivery.Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Absolutely positively wouldn't recommend. They were supposed to install and washer and dryer upon delivery. Now they're claiming they're only supposed to install the washer. This is completely false, especially after double checking with **. ** is adamant that RXO needs to install the dryer as per their agreement. One of their review specialist and managers reached out to me to rectify the situation to let me know they had a driver coming later to do the installation. However, the driver never showed up - contacting me at the very end of the day to claim he does not have any tools for installation. RXO basically had me waiting all day for a installation that did not happen. Refuse any company that uses their services for delivery, especially for your high end appliances. I'm deeply disappointed that a well reviewed company could be so ineptBusiness response
09/26/2024
Hello,
We are very sorry your installation has not been completed twice now. We have gotten this addressed at your local facility and with you directly and we will be getting this set up for Saturday 9/28. We will be monitoring this until completion. Thank you for your feedback.
Initial Complaint
09/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered ** washer and Dryer on Aug 25 2024.RXO received the order on Aug 29 2024.They scheduled a delivery to my address on Sept 19 ************* drivers came on Sept 19 2024 without the parts necessary to install the dryer and washer even though it's white glove delivery.Reschedule the installation again and they gave a date of Sept 24 2024 and again they showed up without the necessary parts for the installation.They again reschedule the installation and gave a date of Oct 9 ********************************************************************************************************************************************* with the necessary installation parts that they misplaced which were delivered by **.Business response
09/26/2024
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.?Customer response
09/26/2024
I am rejecting this response because:On 19 Sept 2024 when the delivery drivers showed up without the required installation part I had called support team on the phone and they said the same thing that this will be escalated to senior manager but no one has reached out to me so far I have to call the support team everytime.
Business response
09/28/2024
Hello,
We are very sorry for the delay in getting this delivery completed. We have this scheduled for 10/8 and will ensure this goes as smoothly as possible on that date.
Customer response
09/28/2024
I am rejecting this response because:I would like to wait and see how smoothly this goes on 10/08, which is obviously a week later.
Customer response
10/09/2024
I am rejecting this response because:I would like to open this complaint again since they came to do the installation today but still missed some parts required for the installation such as cold and hot water pipes. They also sent inexperienced guys who didnt know how to install they told me the installation is complete for Dryer but its not they are missing few steps.
Regards,
******** *****
Business response
10/09/2024
Hello,
We are very sorry that this install was not completed. We have gotten this addressed at your local facility to get this resolved ASAP. We will reach out to you directly with updates.Customer response
10/09/2024
I am rejecting this response because:They have been saying the same thing for the past 3 times, so this doesnt mean anything until the installation is done. What kind of business is this they have failed 3 times now lol this makes me laugh and angry at the same time.
Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This order was placed on 9/13/24 from ** with a delivery date of 9/21/24. This was a purchase of 3 major appliances. I had to rearrange my whole day to expect delivery and installation. I was notified mid day 9/20/24 that my delivery needed to be rescheduled due to overload capacity. I asked to speak to resolution, was told that I would get an email, which never came, I called back later in the day to speak to resolution center and was refused to be transferred due to it was too late in the day. I was forced to reschedule for 9/26/24. Well as of today 9/25/24; I am notified from the Company that my delivery is once again bumped for the second time for overcapacity. This is unacceptable. I have been on hold for over 20 minutes with RXO trying to reach the ****************** and keep being placed on hold.Business response
09/26/2024
Hello,
We are very sorry that this delivery has been rescheduled multiple times. This has been addressed at your local facility and we were able to get this back on a route for today 9/26. We will be monitoring todays route and will provide updates as needed. Thank you for your feedback.
Initial Complaint
09/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am writing to express my extreme frustration with the appalling way my shipment has been handled. I placed an order with ****, and while half of my order was delivered without issue, the other half has been delayed three times. Each time, the company has failed to notify me of the delay or offer any rescheduling options, which is completely unacceptable.The repeated delays and lack of communication have caused significant inconvenience. I have been forced to repeatedly reschedule through ****, who clearly has no proper coordination with your company. It is baffling that there have been no issues with my delivery location given that half the order arrived yet the rest continues to be delayed for no apparent reason.Business response
09/25/2024
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.?Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a washer and dryer combo and a tv from ******* and it got contracted through RXO logistics for delivery and **************** order was dropped off on September 11. This was my washer and dryer stack combo. They dropped it off in the garage and stated it wasnt going to be installed bc the wash pan was to small which was false. This wash pan would work if they raised the adjustable legs on the washer and dryer. One order was dropped off on September 16th. This wasnt installed bc the installer didnt come in that day allegedly. So they dropped the tv and mount off and left. I had mounting service included from ******* and they didnt mount it. Installation was not completed for both orders. I have called multiple times and no response has been given to me. I have called at least 10 times and was advised that an email was sent to them and its ridiculous that its taking so long to have this install scheduled. I dont understand this business practice of not responding when these companies are paid to install for *************** order numbers-Ordered on 9/3 delivered on 9/12- Washer and dryer- SA369359997 Ordered on 9/7 delivered on 9/17- TV and mounting service- SA358666888 I just want the job complete and installed for both above please.Any help would be appreciated.Business response
09/25/2024
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.?Customer response
09/29/2024
I am rejecting this response because:
I ended up installing mounting the TV myself. No one has time to wait for this.I am going to wait on the install of the washer and dryer and then make sure it all works okay and then accept the businesses response.
Please keep this case open until then. Thank you.
Business response
10/01/2024
Hello,
We have closed out your TV install but will keep the Install of the washer/dryer open which is scheduled for 10/8. We will monitor this install until completion so please let me know if you have any questions.
Initial Complaint
09/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a ********** on September 1st to be delivered to my home. ******* contracted RXO to deliver my tv, and the first delivery was scheduled for Wednesday September 11. The delivery date came and went without any communication from RXO. I was eventually able to reschedule it for Tuesday, September 17th. Once again the delivery was not fulfilled on that date.I rescheduled for Monday September 23rd but the day before I received a text that the delivery could not be completed as planned. I rescheduled for Tuesday the 24th. I received a message that the Tuesday delivery could not be completed as planned. I have rescheduled for Wednesday the 25th but I no longer believe that this company will be able to do anything that they commit to.I'll be cancelling the delivery if I do not receive the TV by the end of the week.Business response
09/25/2024
Hello,
We are very sorry your delivery has been rescheduled multiple times. This has been addressed at your local facility and we have marked your delivery 9/26 as a priority. We will be monitoring this delivery until completion. Thank you for your feedback.
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Customer Complaints Summary
581 total complaints in the last 3 years.
395 complaints closed in the last 12 months.