On July 4, I ordered a queen-size Casper Snow mattress and foundation through the Casper website. I paid $249 for setup and installation of the new set and removal of the old mattress and box spring. On July 21 the truck arrived with the foundation but without the mattress. They left the foundation and said to call the 800 number. Calls to RXO/XPO are answered by AI, which was of no assistance, and when you finally speak to a human, those agents have no direct access to the local warehouse or knowledge about the actual status of the order. All they can do is say that they will send an e-mail to the local facility and that someone will get back in touch. I was not able to find a number for the local Boston facility; the only number listed is RXO/XPO's main 800 number. I made many more calls with no result. Finally I was transferred to the Escalation Department and they managed to reschedule the delivery, 18 days after the original date. When that crew arrived, they also didn't know they were supposed to handle setup and installation, nor did the supervisor they called. I think he told them to just leave, but I prevailed on them to bring the foundation (70 lbs) into the bedroom. I was afraid I would have to assemble it and unpack the mattress myself (I'm 70 years old), but they kindly did it for me. They were polite and professional. (I tipped them, of course.) Here is a summary of all the ways in which RXO/XPO screwed up the delivery of our order: * Did not include the mattress with the foundation in the first delivery. The delivery crew knew nothing about doing setup and installation. * Did not recognize on their own that the order was not complete and arrange to deliver the mattress shortly thereafter. If the mattress was at their local facility, as their tracking system stated when the July 21 delivery was scheduled, what happened to it? Why was it not delivered within a day or two? * In numerous calls, agents assured me that they would call the local facility, with no result. * In several calls in which I was clearly increasingly frustrated (but always calm and polite), agents did not transfer me to the escalation department. * When the mattress was finally delivered, the delivery crew once again did not know that they were expected to handle the setup and installation I had paid for, and the supervisor at the local facility wasn't aware that the foundation had already been delivered. It was only thanks to the kindness and consideration of the delivery crew that I didn't have to move and assemble the foundation myself and unpack and install the mattress. I will never again willingly use RXO/XPO, and will never knowingly buy products from a company that uses them. I have informed Casper that because of the frustration I experienced with this process, I would have canceled the order if it had not been delivered by Aug. 8, and that they should seriously re-evaluate their relationship with RXO/XPO. read more

Terrible. They were to deliver appliances to my house from Lowe's during the winter. The first time they attempted delivery and said they could not get up my driveway. The tires on the truck did not look like they could go through NH snow. At least on the first delivery attempt the driver came into the house to talk to me. The second time they did not even get out of the truck. They tried to back in once and then drove away. There was hardly any snow! I called Lowe's. They gave me the number of XPO. I called and let it ring for 10 minutes. No answer. Meanwhile I had my contractor there who would have transferred the appliances to his truck and drove them up the driveway. But they just drove away. read more

RXO (aka XPO Logistics) is refusing to deliver my order, which I paid for in full, and they also refuse to tell me the exact reason. I ordered a TV through LG, who used RXO for last-mile delivery. RXO has been sitting on the TV for 5 business days so far. Each of those days, I've called RXO to ask to schedule. Each time, they have told me the delivery is on a "hard hold". They refuse to tell me why the delivery is on a hard hold, and RXO says they will send an "urgent email" to the local delivery center (in Franklin, MA) to remove the hard hold. I called LG, and LG says there is no reason the delivery should be on a hard hold. The RXO customer service line claims that they have no way to call the local delivery center to ask them to remove the hard hold. Each day I called this week (Monday, Tuesday, Wednesday, and Thursday), RXO has sent that email and the hard hold still has not been removed. Look at the reviews for XPO Logistics in Franklin, MA on Google, and you'll quickly see that extremely poor service is common. read more

They shipped an outboard motor to their warehouse in Westminster, Vt. As I was passing by warehouse on our way to MA, I offered to pick it up versus have them drive 25 miles to our house. The woman I spoke to said "no problem, just do not come before 11 am as we are unloading trucks." No, problem. Showed up on scheduled date at 11am and no one was in the warehouse. The person I talked to was in the office and would not acknowledge that we spoke, stated no one would be available until 3pm (we were packed and heading to MA.). She refused to call her supervisor. I offered to load it myself - crickets. I got upset and she then asked me to leave - I refused. She then called 911 and told the police she felt threatened. The good news - after calling 911 she called her supervisor. After the police arrived, he came and we loaded the motor on my truck. When I asked why no one was there, he stated they had a major problem with a large customer. I asked "I had an appointment and is that not important?" Response: "They are much larger than you and pay the bills." WOW. BTW - I am not the customer as the company I purchased the outboard motor from is the customer. All this after trying to save them a 25 mile trip from Westminster to Ludlow Vermont. read more

Four attempts to install a washer dryer and haul away the old. Now on the 4th try they say they can't haul away the old appliances today after installation. If they even arrive to install today. First attemp they discovered the XPO warehouse damaged the drain. Second attempt they discovered the stacking kit was not put on the truck. Third attempt I bought my own stocking kit, but Best Buy and XPO systems failed to cannect and my order was cancelled. Had to reorder, now on the 4th attempt which will mean they leave the washer dryer on the sidewalk until tomorrow. Worst customer service experience I have ever had. read more

uline and xpo logistics refuse to pay for property damages that they caused. they will drag on trying to act like they are willing to help. very unprofessional. xpo logistics hires additional contractors (carolyn leary tj's transport) to do their shipping. do not recommend. bad service. they will protect their own which means they will use the same truck drivers who will damage people's properties. also, they are willing to allow their contractors to trespass on properties to take the pictures of the damages when you have already sent the videos and pictures for proof. when they ask you get to an estimate, they say it's too expensive. read more