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January 2025 by Ostap Lernatovych
Just got notification for the fourth fourth cancellation of delivery. Now I have to select a new date.
Up. I have never seen a delivery company where you have to reschedule four times.
Maybe one day I'll get my order that I bought in December.
Keep in mind the items sitting in their warehouse since December 20th.
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January 2025 by Justin Curry
Cancelled three times, the last time a text message alerted me that it would be delivered that day between 2:30-6:30 but no one ever showed up, and when the guys delivering showed up they *were very courteous, professional, and swell to talk to plus they moved my 5.0 cubic feet washer in my tight doorway, low ceiling house without damaging anything. They were also considerate and wished me a good evening.
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December 2024 by Jeff Deems
I would give this company negative a million stars if I could. I ordered a Peloton bike and after needing to schedule the delivery THREE separate times, still no bike. Each time they’ve come up with a new excuse. First, no one was scheduled to work that day. Then 2 weeks later there was a “mechanical” issue. Now today, weeks later, they flat out didn’t show and said they couldn’t complete the order because no one was home. I was home, and called 4 times earlier that day to confirm that I was home because I had a hunch there would be more problems. In fact, I took off work each time for a total of 3 times, for absolutely nothing. I have a newborn at home and it’s been quite disappointing wasting 3 PTO days on this lazy, lying, unaccomodating company. It’s been nothing short of a nightmare dealing with RXO. I can’t even get a manager to call me back either. Writing a bad review is my last resort option to see if they’ll take any action, at all. If they don’t do anything or lie again, I’ll just create 100 accounts and give a 1 star review for each.
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December 2024 by Becky
Very courteous and professional. Couldn’t have asked for more. Would recommend this crew to everyone.
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December 2024 by J Doe
Delivery was well within window. They calked thinking they were 30 minutes out, but I live on a mountain so it was about 50 minutes. Courteous, quick, complete delivery and removal of old item.
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December 2024 by Kaitlyn Vaughn
Today RXO finally dropped off my Peloton bike and treadmill in Swanton, MD, but it was an incredibly frustrating experience. They claimed twice that they were unable to deliver the equipment because they "couldn't find the house". This excuse was clearly untrue because, on the third delivery attempt, they lied and said they did find the house and then stopped answering the phone. We had to call from a different number for them to actually answer and deliver the products.
When they arrived an hour later (clearly not outside the house like they originally claimed), the delivery guys were outwardly rude about having to make the delivery at all. They outright REFUSED to deliver the equipment to the correct room, despite this being part of the service that was paid for. On top of that, they flatly refused to set up the equipment, which was also included in the agreement. When they went back to their truck, I assumed they were getting tools for the set up, but they just got in their truck and drove away, leaving the front door wide open.
The behavior and service I encountered were completely unacceptable. I paid for a full delivery and setup service, and instead, I received excuses, rudeness, and unfinished work. I would not recommend RXO Shipping to ANYONE and really hope that Peloton ends their contract with them ASAP.
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December 2024 by Stephen Calme
I was originally scheduled to receive an appliance delivery on a day in November. The online tracker they send you told me what the time window for delivery was and kept me updated on the progress that day. But then they just didn't show up. Zero communication, just a no-show. I waited a couple of days expecting a call or email to reschedule, but I received no contact. When I called LG (who sold the appliance and works with RXO), I was able to reschedule but not for a few weeks. They could give me no explanation for what happened, even when I was connected to speak directly to a manager at RXO. They just said the notes said that delivery team had requested a reschedule. It took three or four calls, two completely unanswered email requests/complaints, and and at least five online chat attempts with LG and/or RXO over three weeks before I finally got the answer that the delivery team had had "app troubles" which led to the failed delivery. But I felt like if I hadn't reached out a few days after that no-show, LG would've just kept my money without ever delivering the appliance. Obviously, this is not only RXO's fault but LG's as well.
Another sour experience was trying to use the RXO chat app. The agents responded extremely slowly after each text I sent, and twice while I was waiting for a response the system timed out and kicked me off, saying that I had not typed for the last couple minutes and so it assumed I was no longer on. But I had been the last one to enter text and was waiting on the RXO agent to respond! So the last time I ended up just having to type something like "Still here" every thirty seconds as I was waiting for the agent to respond. In the end, the agent was not helpful anyway, only telling me that I had already rescheduled as if the previous failure were irrelevant.
In fairness, the rescheduled delivery went fine. Three guys showed up in a random Ryder truck with the appliance. It's clear that RXO just subcontracts delivery to different people, for better or worse.
My suggestions for RXO:
1. When a scheduled delivery will not be completed, text, email, and make a voice phone call to let the customer know, to explain why, to apologize, and to reschedule.
2. In those cases, do whatever necessary to reschedule that delivery within the next three business days, even if it means paying overtime. I had to wait about three weeks for the next delivery date, when I had originally specifically made my order early enough that it would arrive when I had a need to use it.
3. Revamp your communications system, including your connections with LG. Respond to customer emails (that may have been more LG's fault than RXO's) and change your online chat system so that responses are faster and a customer doesn't get tuned out while waiting. And if that does happen, have a system in place to take them back to the agent they had been chatting with so the conversation doesn't have to totally restart.
4. Have your delivery employees have an official RXO badge or document that they immediately present upon arrival. Tell them to introduce themselves when arriving.
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December 2024 by Jantz Markle
Worst shipping company ever dryer was supposed to be delivered on December 2nd here it sits December 15th and they shoe it would be delivered December 13th but nope every delivery date they call with some excuse from people I can't even understand the person that called the 13th I asked several times for supervisor still waiting for that call that was told to me would be that day absolute joke of a company turns out warehouse is 7 mins away from my house went there on the 13th after work website says they are open till 5 I got there at 315 not a soul in sight
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December 2024 by Michael Pristin
Original delivery of my TV was scheduled for a very specific window, requiring me to leave work early to collect it. Then suddenly, without being notified, my delivery was cancelled.
This was frustrating, but customer support handled getting my package to me very well and booked me for a specific time of day as well, which I appreciated. Second delivery attempt went great.
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December 2024 by Jannie S
The men who delivered my Peloton tread were awesome! So helpful and kind. Thank you!
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December 2024 by Ashley Bucek
RXO delivered the incorrect item to my home on Wednesday. I called to inform them of the issue, but they will not take the item back. I then had to reschedule delivery of the correct item. The initial window given was 8AM to 12PM on Saturday. At 730AM on Saturday, the window was changed to 2PM to 6PM. The delivery team reached out at 3:21PM to inform me they were 30 minutes away. 30 minutes came and went. At 5PM, I tried calling back the number from the delivery team. My calls were being sent straight to voicemail. I called customer service multiple times to figure out when the delivery would be made and was given the same canned response over and over again. Customer service cannot correspond with the delivery teams, so no resolution can be provided. As of this review, the item has not been delivered and I haven't received a response from the delivery team or customer service. Update: It has been rescheduled for a 4th time. The delivery service never came on Saturday. It was rescheduled for today. The truck broke down, so now they need to reschedule for tomorrow. It is laughable a this point.
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December 2024 by Alyssa B
Extremely professional & quality service! Installed a big heavy appliance and even checked if it was leveled and wobbling. It was and they fixed it and were in and out in no time!
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December 2024 by Greg Winkle
-10/10 service. I ordered a Samsung refrigerator on 10/28 with a scheduled delivery window of 8 am to 8 pm on 11/8. On 11/7 I received a phone call from RXO with instructions to have my old refrigerator removed and a clear pathway for the delivery people. On 11/8 at 11:30 am I received a call saying that the delivery will be rescheduled for 11/19. On 11/18 I received a text saying the delivery needs to be rescheduled and to contact RXO. The soonest delivery date is 12/4.
Update: On hold with them for 34 minutes and the line disconnects. Still no refrigerator or delivery date, I am excited to receive their canned response!
Update 2: Canned response received! Still no refrigerator. Luckily the temps are falling tonight and we can use that to our advantage to preserve our food!
Update 3: the refrigerator isn’t being delivered. I’ve cancelled payment through my credit card company.
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December 2024 by Feng Jiang
***Update on 12/12/2024 at 9:13pm***
TV has been delayed 3 times. Customer service said local facilities are going to deliver everything together tomorrow but we’ll see.
***Update on 12/11/2024 at 5:53pm***
The customer service team claimed they "have gotten this addressed at your local facility." That’s a lie—nothing has been resolved. This is just a fake, surface-level response designed to make it look like they’re providing good customer service when, in reality, they’re doing nothing.
***Originally Comment***
I contacted customer service at least ten times, and each time I was promised a callback with updates. Yet, not once did anyone from the RXO team follow through.
It wasn’t until I left a one-star review that they suddenly decided to "acknowledge" the issue and start reaching out. This is beyond frustrating and completely unbelievable.
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December 2024 by Jennie Kim
The driver didn't attempt to contact me and canceled the delivery twice, citing "invalid address" as the reason. I even saw the truck pass by my house without stopping—they simply refused to deliver, probably because it was a large project.
When I called customer service, they said there was nothing they could do except send an email, which was completely unhelpful.
