Complaints

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

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• 

  RXO

  11215 N Community House Rd Charlotte, NC 28277-4960

• 

  RXO

  1501 Key Rd Suite C&D Columbia, SC 29201

• 

  RXO

  4279 Crosspoint Dr Ste O Ladson, SC 29456-6750

• 

  RXO

  4438 Muhlhauser Rd Ste 600 Hamilton, OH 45011

• 

  RXO

  4315 Carolina Ave Richmond, VA 23222

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:01/22/2025

  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.

  Made an **** purchase on 12/28. RXO confirmed delivery for 1/5. RXO confirmed delivery for 1/6. RXO cancelled delivery. RXO confirmed delivery for 1/10. RXO cancelled delivery 1 hour later. This is when I became concerned and researched this company. I called **** and they told me the next available delivery date was 2 WEEKS LATER!? I scheduled for 1/22. The RXO tracking updated and showed 1/22. The next day RXOs tracking completely reset as if **** did NOTHING. RXO confirmed delivery for 1/12. RXO cancelled the next day. A week later RXO confirmed delivery for 1/21. RXO cancelled delivery on 1/21. I called RXO today 1/22 to try and figure out if Im actually scheduled for delivery and got the same runaround. Their system is horrible. RXO tracking tells YOU to schedule your delivery. You call RXO and they transfer you to a call center. The call center transfers you to ****. **** schedules the delivery. RXO tracking system resets and tells you to schedule delivery. Repeat the process. I have no clue whether I'll ever get what I paid for but I'm not sure what else to do at this point.

  Business Response

  Date: 01/23/2025

  Hello,

  We are very sorry this delivery has been delayed. We have gotten this addressed at your local facility and have reached out to you directly and gotten this scheduled. We will partner with you until this delivery is completed. 

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reached a satisfactory resolution with the help of ****** from RXO. The delivery was completed on 1/24.
  
  Thank you. 
  

• Initial Complaint

  Date:01/22/2025

  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.

  On December 4, 2024, I purchased a refrigerator, washer, and dryer from ******. ****** contracted with RXO to deliver and install these appliances. Despite multiple scheduled deliveries over several weeks, RXO has repeatedly failed to deliver the refrigerator and has exhibited poor communication and unprofessional behavior.First Attempt (1/6/25)* Two RXO workers delivered and installed the washer/dryer but refused to move the unboxed refrigerator.* One worker smelled of marijuana and stated they were not in condition to handle it.* They offered to leave the fridge on my porch; I declined.* I lost a full workday and drove two hours each way for this failed attempt.* RXO never followed up to acknowledge or reschedule.Rescheduling and Second Attempt * After contacting RXO (through ******** delivery scheduled for 1/20.* On 1/13, I called RXO to confirm; on 1/18, I received an email confirmation.* On 1/20 at 7:00 AM, a text said delivery was on the way. By 10:30AM, the RXO website showed it was canceledno direct notice to me.* Called RXO; **** indicated no room on the truck; made delivery apt. for 1/27, but indicated would be delivered 1/271/29, with final confirmation only the night before.Issues 1. Multiple failures to deliver over a three-week span 2. Unprofessional or unsafe conduct from at least one worker 3. Poor or nonexistent communication 4. Significant inconvenience: lost wages, long travel, and hours spent on follow-ups 5. Concern about the fridges condition after being unboxed and repeatedly handled Desired Resolution 1. Firm, single delivery date with a team capable of safely moving the refrigerator 2. Assurance or inspection to confirm the refrigerator is undamaged 3. Compensation for my lost work time, travel expenses, and the prolonged inconvenience I respectfully request RXO acknowledge these failures, schedule a proper delivery, and provide compensation for the undue hardship caused. Thank you for your attention to this matter.

  Business Response

  Date: 01/25/2025

  Hello,

  We are very sorry for your expiernece to this point with RXO. We have gotten this addressed at your local facility and have confirmed that the delivery will happen on 1/27 with a time window of 8:00 AM to Noon. We will be monitoring this delivery until completion and will partner with you until it is completed. 

• Initial Complaint

  Date:01/20/2025

  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.

  I ordered a product through a company who uses RXO for delivery. The order was scheduled to be delivered on Tuesday 1/14/2025. This was confirmed over text message by RXO. The order did not arrive. I contacted RXO and the merchant that day. The work order remains in place, but RXO has refused to provide a delivery date. I have contacted RXO but phone, chat, and email every day since. Ive also contacted the merchant by phone and chat. No one will give me a date of delivery and they are pointing fingers at each other. RXO is holding my delivery and refusing to deliver it.

  Business Response

  Date: 01/21/2025

  Hello,

  We are very sorry for the delay. We have reached out to you directly and have you scheduled for 1/28 and will partner with you until this delivery is completed. Thank you for your feedback.

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. As I am not confident this is resolved until the product is successfully delivered, I would ask to leave the matter open until then.
  
  Thank you. 

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

  
  

• Initial Complaint

  Date:01/20/2025

  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.

  I ordered a 83 Class QLED 4K QE1D TV from ******* on December 15, 2024, with an order total of $622.02 (Order Number: SA361808653). ******* shipped the order on December 20, 2024, and the delivery was handled by RXO (RXO Tracking #: RXONC70OTBYRNKKL24; Retailer Tracking #: **********). The TV was delivered on December 27, 2024 but wall mount service was not performed despite it being included in original work order Despite my repeated attempts to contact RXO by phone and email, their customer service provided no concrete resolution and said work order did not had any wall mount service included. Their responses were generic, stating, A member of our support team will follow up with you to resolve your inquiry, yet no one followed up or resolved the issue.I contacted ******* and they issued a new work order for the wall mount service and RXO scheduled it for December 31. On December 30, I received an email that my service has been canceled without no reason. Upon numerous calls with RXO team, I was given a new date of January 14 (Tracking # RXONC70OI2HJSDUL24). On January 14, Delivery driver calls me and asks for details of the service that needs to be performed. I informed him about wall mount and he said he is not insured to do that service and canceled the appointment. I had to call RXO again and got new date for January 18 (Same tracking number). On January 18, my service was canceled again with no notice or explanation. I have taken 3 days off my work now to be available for this service to be done and have been without a TV in my house for 24 days. Now RXO team are waiting for a new work order since the old work order expired and they need a new one to perform the service.Please provide a full explanation and Take accountability for their repeated delays, lack of communication and install my TV at the earliest. Offer a formal apology and appropriate compensation for the delays, cancellation, and frustration caused.

  Business Response

  Date: 01/20/2025

  Hello,

  We are very sorry your install has been rescheduled multiple times. We have scheduled a capable team to come out to your location on 1/22 to complete this. We will monitor this until completion on Wednesday with you. Thank you

  Customer Answer

  Date: 01/22/2025

   
  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

  Date:01/19/2025

  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.

  My friend recently moved to a new home. She schedule a date of delivery for her ******* fridge from RXO. We were schedule to receive the fridge on 17th Jan that was our moving ******* was snowing since morning. We were told that the delivery will take place at around 1pm. The driver ***** ********* never showed up. When we called him at 1.02 pm he said that there is some snow on the driveway and then hung up on us. We called him back but he blocked us. Like how do you except us to stay in a house without a fridge? Now we keep calling them they keep saying that they will email us but they never do. We are not receiving any answers from RXO. We tried to call ******* to cancel the delivery they aren't much help either.I regret buying this fridge now and stuck without any fridge. Now anything I am buying online I need to go and make sure that they don't use RXO just to be sure because this is a horrible company. We emailed ******** ceo office the same. I doubt it's gonna help us in anything.

  Business Response

  Date: 01/21/2025

  Hello,

  We are very sorry for the delays. We have both your orders scheduled for 1/23 and marked as a priority. We will partner with you until this delivery is completed. 

• Initial Complaint

  Date:01/19/2025

  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.

  RXO was supposed to deliver my fridge that I ordered from *******. I was given a delivery date of January 18th with a delivery window of 3 to 7pm. I missed my son's fundraiser event to sit and wait for this delivery. At 710pm, I had not yet received my order, nor had anyone from RXO contacted me to say it was running late. When I called, they told me I was the next delivery and it should be about 45 minutes. 3 hours later, still nothing and again...nobody contacted me. I called again and was told the same thing they had told me three hours prior, that I was the next delivery and it was still coming that day. I told them no it wasn't because I was not accepting a delivery at 11pm/midnight for an install!! They then informed me they didn't know when it would be delivered because they would be closed the next two days. They made me sit around on a Saturday waiting for them to show up,ade no attempt to call and say they were running late, nothing, no contact at all except when I called them. Then telle oh sorry...we scheduled too many for one day ...too bad so sad now you have to wait an additional 2 days?? My order should be delivered first thing the very next day for their mistake. You've already ruined my Saturday. We have no fridge because we removed the other one expecting a delivery of the new one. Absolutely horrible service. I would not ever recommend this company to anyone, if another company used their services for shipping, run the other way. No customer service whatsoever. No respect for people's time, can't even be bothered to call and notify customers of changes. I just want my fridge delivered ASAP. I don't want the install, nor the haul away of the old one. I don't want anything else, just the fridge dropped off. We can do the rest ourselves. For a company that doesn't even know how pick up a phone and call it's customers, I don't trust them to do any installation of anything. Just deliver the fridge to my door, forget the rest.

  Business Response

  Date: 01/21/2025

  Hello,

  We are very sorry for the delays. We have gotten this addressed at your local facility and have reached out to you directly. This delivery will be completed on 1/23 and we will partner with you until this delivery is completed. 

  Customer Answer

  Date: 01/21/2025

   
  I am rejecting this response because I want the delivery done ASAP, not days from now. You already kept me waiting all day on Saturday with absolutely no communication on what was happening. That's just unacceptable. It is now Tuesday, 2 days after the fact and you want me to wait another 2 days in the hopes you do a better job?? I want it TODAY!!! Just to tell me it's being delivered is not good enough....you told me that already and I still haven't gotten it. I want it delivered today or forget it. For you to mess up a delivery and not be able to get to it, the correct thing to do would be to deliver it first thing the next day, not 5 days later!!!! The lack of customer service is atrocious. No communication, no help, no regard for time. It's appalling. 
  
  

  Business Response

  Date: 01/22/2025

  Hello,

  We are very sorry for the delays. This delivery is on a route for tomorrow 1/23 with a 10:00 AM to 2:00 PM window. We will be monitoring this route until completion. Thank you for your feedback

• Initial Complaint

  Date:01/18/2025

  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.

  We purchased a mattress from Serta on December 23 and scheduled our delivery that same day for January 17 through rxo. We were informed that we would be contacted prior to delivery and after my wife took off work, on the day of the delivery we received a text saying that our delivery was not coming and was rescheduled for January 20. My wife proceeded to call the company and ask them to deliver it January 18 and was informed that they would and received a confirmation text as well. Once again on the 18th we received no response about our delivery so we called once more and was given the run around between a warehouse employee and a specialist . We have been waiting for a callback now and the text message is now saying our next date of delivery is January 21. Mind you our mattress has been sitting in their warehouse since January 9. This kind of customer service is unacceptable and quite frankly unprofessional. I noticed a laundry list of bad reviews about this company but unfortunately we are at the mercy of the **************** whom uses this particular delivery company. Hopefully there is something you can do to help and maybe help other unfortunate customers that have to deal with this company rxo.

  Business Response

  Date: 01/18/2025

  Hello,

  We are very sorry this delivery has been delayed. We have reached out to you directly and have this on a route for 1/19 weather permitting. We will partner with you until this delivery is completed. Thank you for your feedback.

• Initial Complaint

  Date:01/17/2025

  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 placed my order through ** on Nov 14th. I chose a delivery date for Nov 21st on the ** website. I got a notification that RXO would be the delivery ***************************** tracking continued to show the 21st. On Nov 20th I got a text to set up my delivery & the soonest available was not until Nov 27th. I called to see why it would not be coming on the 21st. They said they only deliver to my area on Wednesdays & since it was already Wednesday they couldnt get it out until the next week. We had already removed our existing appliances a few days prior & now would have no appliances for over a week. I requested they call me back to get it delivered sooner & was told they would call me back. They never did. I finally gave up & waited for the 27th. Was given a 3 pm-7 pm delivery window. This was now the 2nd day I took off from work. They never showed up or called, I had to call *********** said it was on its way back to the warehouse. The next day was thanksgiving so no one would speak to me to get it delivered sooner & I was eventually hung up on & chose to cancel my order. I canceled through ** on Nov 27th. Dec 9th my return was authorized, I followed up to make sure I didnt need to take further action to receive my refund & was told no & to wait 10 business days for the refund to post. I waited until after January 1st to call and see why it had been almost a month with no refund. ** contacted RXO, RXO never sent our appliances back to **. ** is refusing our refund until RXO sends them back. I have called both *************************** countless times to see why the appliances were never sent back. No one can give me an answer or even verify that the items are at RXOs warehouse. We are now going on almost 2 months of waiting for a refund of $3,743.89 with no resolution. We have never had possession of these items but LGs return status says the items were open, we never opened them or received them and have no way to return them. RXO is putting us in credit card debt due to their negligence.

  Business Response

  Date: 01/18/2025

  Hello,

  We are very sorry that ** has not refunded you yet. We have reached out to ** and our local facility to see what is needed to get this refund done. We will reach out to you directly with updates.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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.

  I ordered an appliance from ** on Dec 27 It was paid for in full and shipping was estimated with delivery on Jan 2 I received tracking from RXO via text a couple of days before and it said the same.On the 2nd I had no calls, emails or texts from anyone and our delivery window came and went. I reached out three times in the next 3 days and was told the same thing every time; We'll send your concern to the local hub driving your material and they'll be in touch. That never happened On Tuesday Jan 7 I got an unexpected text my delivery was on the way, so we prepared. Then I got a text my delivery was complete. No calls, texts or emails, and no delivery. I called the manufacturer, who told me since my delivery was marked complete they could do nothing. I called RXO and was told again, they'd get my message to the hub and call me back. Never happened. It's been two weeks since our original delivery date. I've called multiple times a day for two weeks and have been told someone at the ********** location will call me. No calls. I also called and advised we'd like to pickup our appliance and be done with the whole situation, to which I was told they needed to reach out to the hub to make sure they even had my appliance. Terrible customer service, terrible resolution, terrible communication. The worst part is we had no choice in shipping, and got stuck with such an awful company.

  Business Response

  Date: 01/18/2025

  Hello,

  We are very sorry your delivery has been delayed. We contacted our ********** facility and they have located your item and are in the process of setting up a new work order. We will be reaching out to you directly for scheduling.

  Customer Answer

  Date: 01/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and should they reach out to me and schedule delivery or pickup that would be a sound resolution. However I have not received any direct communication from them this far and I don't have a lot of faith that they will actually call me. 
  Thank you. 
  

• Initial Complaint

  Date:01/17/2025

  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 ordered a Dryer from ** on 12/30/2024 for delivery on 01/15/2025. We received a text from RXO on 01/14/2025 confirming it would be delivered on 01/15/2025 between 7am - 11am. On 01/15/2025 at 7:55am I received a text that they do not have the item and will contact me when they do. I called ** on 01/17/2025 and they verified the dryer was delivered to RXO on 01/14/2025. I called RXO on 01/17/2025 and they are saying they do not show it in their warehouse. First, I am unsure why RXO would confirm delivery of an item with me that they do not have in their possession. My S/O stayed home from work to be sure their was someone there to let the delivery guys inside, and missed out on part of the work day because of this. From all the other RXO reviews have read, this does not seem surprise me. It seems RXO has lost my dryer in their warehouse and there is no one actually trying to find it. And the phone support does not seem to know what's going on either way.

  Business Response

  Date: 01/18/2025

  Hello Nate,

  We are very sorry for the delays. We got this addressed at your local facility and have reached out to you directly. We have this delivery scheduled for 1/22 and we will partner with you until the delivery is completed. Thank you for the feedback.