THIS COMPANY'S CUSTOMER SERVICE CENTER IS HORRIBLE TO SAY THE LEAST... Extreme lack of communication and follow-up. I was given a window of 12:30pm-4pm. No one arrive nor did anyone call to say they wouldn't be there on time. After calling and sitting on the phone for 30+ minutes, I got a representative who was unable to reach the drive to check the status but told me that the driver himself would be calling me within 15 min. 35 min later I called back only to hold for another 20 min and was bounced around to 3 different people before being told that the driver had truck issues and I can expect my delivery no later than 8pm. Of course 8pm came and went with no call and no show. I called back again and waiting on hold for 15 more min and spoke with a manager named Karen. Karen told me that my delivery will not arrive tonight because the driver had gotten hurt. I felt confused and extremely frustrated as I was previously told it was a truck issue so now I am feeling like they are just telling me anything. I told the manager Karen that I am unable to take off work and that My stove must arrive on this scheduled day OR it absolutely has to be a late delivery, tomorrow evening when I am home from work. Karen said that she would check if this can be possible and call me right back. SHE NEVER CALLED ME BACK. After an hour of waiting for her call back I decided to call again and the company was closed! The next morning I called Lowe's store and spoke with a manager who checked with his delivery coordinator and confirmed that I was on the schedule for a late delivery between 6pm-7pm and that someone would be calling me prior to arrival. Of course no one called me. So again last night I called Lowe's and was bounced around to several people before speaking with a Manager named Howard. Howard was the most help that I received in this entire painful process. Howard was attentive and followed up and was kind and had the correct skills required to deal with a unhappy customer. Howard took my information and said that he would get to the bottom of it and call me back with an update. I then called Expo and requested to speak with Karen. I was placed on hold for 20 min by a representative who then came back to the phone as said, "the driver is at your door" I said, OK great, now let me speak with Karen. Upon being connected to Karen, I explained how disappointed and frustrated I was with this process and asked why she never called me back as planned the evening before. She tried to shift blame to another persons stating that she told someone to follow up with me this morning but it seems they never did. I told her that was unacceptable as the last communication I had with her, she told me she would check to see if I could be added to the schedule and "call me right back", I waited by the phone for a hour before calling back to find that the company was closed. I asked to speak with her boss and she immediately got defensive. She said, and I quote: "your delivery has arrived now so I don't see what the problem is"... She also said "well if you want to speak with my boss Chris, about how you are unsatisfied with the fact that I went out of my way to help you than that's fine, but I don't really think he's going to call you back because you have already received your merchandise"....The fact that she did not see what the issue was and she is a manger speaks volumes about this company. She then agreed to have her boss Chris call me and hung up. Not once did Karen apologize for my inconvenience, waste of time and attention or their lack of follow-up. Also, Howard from Lowe's called me back after I hung up with Karen, apparently, he spoke with someone at Xpo who told him that my delivery was not on schedule for last night and that the earliest someone could get to me was in 2 more days! Now this was told to him after the delivery men had arrived to my home and installed my item. This is yet another prime example of how inefficient Xpo is! THIS COMPANY DOES NOT FOLLOW UP, HAS EXTREMELY POOR COMMUNICATION AND COORDINATION SKILLS. LACKS ORGANIZATION AND HAS POOR CUSTOMER SERVICE AND VERBAL SKILLS. TO SAY THAT I AM DISSATISFIED IS AN UNDERSTATEMENT. I WILL NEVER PURCHASE ANYTHING FROM LOWE'S AGAIN SIMPLY BECAUSE OF THIS XPO COMPANY WHO ARE A REPRESENTATION OF THEIR BUSINESS. P. S. It is now after 12pm on the next business day and I have yet to receive a call from Karen's Boss, Chris. This company is a complete circus show. read more

Same problem with amazon using these guys. I've had issues with them in the past before when I ordered my electric bike but this is the worst experience yet. Amazon uses XPO to deliver their large packages. It's good that they allow you to choose the time and date for when your package is to be delivered. It's understandable that during this time of year, they are busy and want to use outside contractors to do their work for them. What is not ok is the fact that delivery personnel come to your house not at the time allotted. It's not ok when when instead of calling ahead of time as it was marketed by XPO for them to call you 30 min prior to them coming to your home, but calling you 1 hour prior to the delivery time stating that they are already at your home. what is also not OK is the fact that these private contractors refuse to give their names and hang up on the customers. XPO has an answering service that is much to be desired and needs to get it rectified. I had purchased a TV on amazon to be delivered today (12/9) from 3-6PM. I received an email from amazon the day before stating that my package was going to be delivered at the specified time and that I would receive confirmation from the shipping company as well. I received an automation confirmation call from XPO stating that they would deliver my package at the specified time and that I would receive a call 30 min prior to when the driver would come to my residence. At 10AM the next day I received the first call from a driver stating that he has my package and is in front of my house. Of course I had requested the time for 3-6pm. He said to call his number when I'm home. I tried to call XPO right after I got off with the first driver but was on hold for 20 min so I requested for a call back. I received a call back at 11:10am but I could not hear anyone on the other line and was hung up on. I received another call from another driver at 1:18pm to state that he was at my house with the delivery. I was getting confused since I stated that I requested for the package to be delivered from 3-6pm.. the driver claimed that he had other deliveries to make and when I'm ready, I should call him when I'm an hour away from my home and he will deliver the package. I was under the impression that he would be available when I get off of work. It only takes 20 min to get to my house from my place of employment. 2:54pm another driver calls to say that he had my package and I'm not home....I was confused because this was the 3rd call from a different driver today. He stated that I'm not getting a 3rd call since he's the boss of the second driver and he doesn't know who the first driver was. I was given the impression that I could call the driver since he was around the vicinity when I was close to home. The "boss" stated that they are not allowed to call the customer unless they are not home and since they are within their time frame of delivery and i was not there, they are returning the package. To make a long story short the second driver got on the phone and changed his tune. I requested for his name and he gave me the name "Skip Whip" which was obviously a false name. He claimed that he's not obligated to give his name since it's not the company policy and hung up the phone. I tried to call XPO again and was unable to get through to file a complaint on their private contractor. I ultimately called amazon to file a complaint against XPO and the private contractors. read more

I ordered a mattress direct from Tempurpedic-Sealy. They informed me once the product was shipped to my state (Utah), a third-party contractor, in this case, XPO Last Mile, would be taking care of my 'White Glove' delivery. I called XPO Last Mile after receiving an automated email letting me know that I could start scheduling a date and time. I spoke with a customer service representative who told me to expect a call around 7-9 PM that same evening from the local deliverymen. I received no calls that night. The following morning I finally received a call from them. They told me their delivery window was 1 PM - 5 PM. Without prior notice, it was difficult to schedule time off work. Now, here's where I may have messed up. I told them I couldn't do anything before 3:30 PM as no one would be at my home. They then repeated that back to me and said so we are good to deliver 3 PM - 5 PM. I told them later would be better, when I should've been firm about it being after 4 PM to give me ample time to return home. They then said they would call me again at noon once they had a better idea of their routes. Again, I didn't receive a call from them. I called their customer service line, hoping to firm up the time, and instead, the automated system informed me the delivery would be between 4 PM and 5 PM. 'Okay, great I thought.' There was no reason to question that. At 3:15 PM, I receive a call from them informing me that they have been waiting outside my home for fifteen minutes and that they were going to leave soon. I raced out the door, got in my car and left work to meet them. When I got home, they reiterated the fact that they were going to leave and they 'stayed' as a courtesy to me. As if not having good communication skills was a favor to me. Finally, they move the mattress into my home and kept repeating the fact that they may not have time to do the professional installation for me as they were late for other customers. Finally, out of frustration I just told them to leave and I'd handle the installation myself. At this point, I was willing to let bygones be bygones, however, the delivery person had the gall to then say "We would have been able to install this for you if you were on time." I lost my patience at this point and reminded them to in order for me to help them, they needed to help me. I received none of the communication I was promised, had to meet them on 'their' timetable, inconveniencing myself, and they needed to rectify the situation. The gentleman then changed his tune and was quick to place the blame on the manufacturer. "They were supposed to handle scheduling, not us" "They messed up". "I'm sorry, but it's not our fault" Sounded fishy to me. I called Tempurpedic and they confirmed my suspicions. They were trying to skirt off responsibility and pass the torch. Pro Tip: If you order a product directly from any manufacturer, do yourself a favor and make sure they don't use XPO Last Mile as their delivery option. Save yourself the time and trouble. read more

I am so upset with Sams club, Serta, XPO Logistics (whoever they want to pass the buck to today) right now, I can barely type this. On May 25 we bought a king sized mattress and box spring. (We had to do this online because the cashier in the store told us she would not be able to do the purchase in person for us. ). So we order and pay for the mattress and we're told a delivery date of June 15. We hated to wait that long but with covid going on, we agreed. June 15 come along, my wife takes off work and waits at home all day long and the mattress is never delivered. She calls the number of the delivery company and is told they can't find where it was ever supposed to be delivered that date. She sets up another delivery date of today, June 30. This is OVER A MONTH AFTER WE ORDERED AND PAID FOR IT! But again, we have already paid so what choice do we have? Around 3 today my wife calls the delivery company and is told that it shows it will be here between 8am and 7pm. The girl can not tell her anymore but will forward her question up to her manager and we can expect a call from that person within 24 to 48 hours! So wife misses ANOTHER day of work. It is now almost 8pm and guess what? No mattress! We have gone over 30 days with no mattress as we got rid of ours to make room, and now my wife has missed 2 full days of pay by waiting at home for the delivery. When my wife tried to call sams they sent her to their main office who then sent her to Serta whose office is closed. She also called XPO, the shipping company again of course by now they are also closed. This is beyond ridiculous! With the price of the mattress and the shipping fee (!) and my wife missing 2 days of work waiting we are into this over $1300 plus have not had a mattress to sleep on for about 5 weeks!!! Worse part is we cannot get anyone's attention about this and they just want to pass the problem on. We have always been lifetime loyal customers and we will NEVER buy anything here again. We feel like we have been completely ripped off by sams and Serta. Also if sams can't get a better handle on their shipping company, XPO, I wonder how many other customers they will lose. We did not read the terms of service when we ordered the mattress but surely it didn't say anything about taking over a month and 2 different promised delivery dates? Also I don't know why yelp has me in their system under this name. Our names are Jami & tracy Yarbrough. Look in your system, XPO, you will see the purchase back in May and now the TWO missed delivery days! AND STILL CANT GET THE ATTENTION OF ANYONE TO RESOLVE THIS OTHER THAN " I will forward it up and my manager should contact you in 24-48 hours". Ugg. Ridiculous. read more

NEVER USE XPO! THEY CAN'T BE RELIED UPON AND AFTER THEY DAMAGE OR BREAK YOUR PACKAGES OR APPLIANCES THEY WILL SCRATCH THEIR HEADS AND SAY "GEE, WE CAN'T FIND YOU IN OUR SYSTEM". LIARS, LIARS, LIARS! THEY SHOULD BE POLITICIANS SINCE THEY DO NOTHING BUT LIE! July 4 their men delivered a broken refrigerator to me. I tried to report it to them but they would not pick up their phone after calling them many times. XPO breaks your items then won't admit up to it. They broke my brand new appliance and refused to take responsibility for it. The appliance company won't replace my item, stating it's 100% the fault of the delivery company, XPO out of GA. I called XPO and all they do is LIE. They would not answer the phone when I called them several times earlier. I left my phone number for them to call me back (as their prompt says) but they also did not call me back when I left them my number a few times. Thus, I gave up and tried to deal with the appliance company instead. Since they said they won't make any repairs I had no option other than to deal with XPO. They sound senile, incompetent, and like complete LIARS. They should be locked up in jail and run out of business! The "manager" said my name, address, and phone number were not in their system. Then she said if a mistake was made and they put in one number or letter incorrectly it would not show up anyhow. I told her about the drivers but she refused to do anything to help me. I have lost a lot of money on this broken appliance and over $200 in rotten food so far. The entire metal frame of the item has been broken due to a dropped appliance. It's not a bump. It was a drop, most likely while loading in or out of their trucks. They don't have ramps or dollies to lift and carry their heavy appliances so I'm sure many heavy appliances get dropped. I am still up at 3 AM because I am so upset, traumatized, and depressed over this matter. I can't stop vomiting. My ulcer medication is not working. I need to get to the hospital but I can't get there and what will they do for vomiting and a burning stomach other than say "go see your doctor". Duh! BUYERS BEWARE: NEVER USE THIS COMPANY. THEY WILL "LOSE" YOUR INFORMATION AND SAY YOU ARE NOT IN THEIR SYSTEM WHEN THEY BREAK AND DESTROY YOUR DELIVERED ITEM(S). THEY ARE NOT TO BE TRUSTED. Besides breaking my refrigerator and ruining over $200 of food, so far, (I've had food poisoning once so far from their mistake) they also broke my stairs since they don't have a ramp to pull the appliances up the stairs. read more