XPO Logistics, Inc.

This is in response to your letter dated January 6, 2018, received by XPO on January 12, The manager of XPO Logistics’ local terminal contacted the customer and discussed with him the issues the customer endured during the process of receiving his order.as well as how XPO can improve its
internal procedures to give customers a better experienceXPO acknowledged that the customer’s order was not handled properly and, in addition to offering the customer a $gift card, agreed to haul away the customer’s old applianceXPO sincerely apologizes for any inconvenience caused to the customerWe take customer feedback very seriously as we are continually trying to improve our services, and thank the customer for giving us the chance to better ourselves

Response: We asked claimant to sign release form before issuing paymentXPO Logistics felt in the best interest of customer service we would extend an offer of $XPO Logistics feels is not liable for any damages that occurred during this deliveryWe have communicated our position directly
to *** corporateThank you

*** *** has an agreement with XPO Logistics that limits liability to a maximum of $5.00/lbThey are now represented by
legal counsel and we are addressing accordingly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Devin Ashbaucher

*** * ** used XPO Logistics to deliver & install their swingsetsThe installation was done improperly (not following directions) and trying to get the issue solved has been terrible so farWe have been dealing with awful customer service for about months now with no end in sightAvoid this company if you can

Dear sir/madam, By way of background, XPO Last Mile is a non-asset based and federally authorized freight forwarding and logistical solutions companyWe contract with retailers to facilitate the efficient transportation, delivery and installation of their productsWe also contract with federally
authorized motor carriers to provide delivery and installation servicesWhile we do not perform any deliveries or installations, we do accept our responsibilities with respect to the freight we tender for deliveryWe regret the inconvenience caused to *** ***, regarding her ***’s orderWe conducted a full investigationThe customer product was delivered on the date proposedDue to the incorrect address provided by the customer, the driver was taken off route and arrived shortly after the two-hour window allottedWe made several attempts to contact the customer on 01/18/18, 01/30/and 02/02/and have not received a call backPlease let us know if there is anything else that we can do

Complaint: ***
I am rejecting this response because: Again, the delivery company is DIRECTLY responsible for the damage it caused through improper installation and negligent handling of goods. I have pictures of the physical damage. Furthermore, because of the improper installation, they voided all warranties. I will be filing legal action for the full retail price of all items.
Sincerely,
*** ***

This letter is submitted in response to the above referenced complaint, received by XPO Logistics on January 17, XPO Logistics completed the delivery and assembly of the customer’s couch on January 14, at a time convenient to the customer and refunded the $delivery feeXPO deeply
regrets the inconvenience caused to the customer

This letter is submitted in response to the above referenced complaint, received by XPO Logistics on August 21, XPO had delivery and assembly scheduled for the customer’s swing set on June 2, When the team arrived on site, the customer’s family member asked the team to arrange the swing
set in the opposite direction that the manual indicates (swings on the right side instead of left)The customer was worried about the slide interfering with a shed they have in their yardAs a result of using the alternative setup for the swing set, it was not stableThe XPO team tried to reassemble the unit in the correct way, but was not able toOn June 21, 2017, XPO sent a team to the customer’s home to ascertain what parts need to be ordered in order to restore the swing set to full functionalityThe team determined that the amount of parts needed to shift the swing set to proper layout was simply too manyThe swing set also had a manufacturer’s defect in the monkey bar portion of the unit, which would have had to be replacedConsequently, the XPO team determined that the best course of action was to order a new swing setXPO purchased a brand new swing set, paid for delivery and for the team to return to the customer’s homeOn August 10, 2017, the delivery and assembly was completed to the customer’s satisfaction; the customer signed the documentation and XPO confirmed that the customer was pleased with the swing set and outcomeEven though the customer requested the alternate setup which compromised the structural integrity and caused delay with installation, XPO paid for the new swing set because it feels its installation team should not have installed the product in a manner that was not indicated in the manualFor that reason, XPO agrees to refund the customer the delivery fee of $450, subject to the customer agreeing to our standard settlement and release terms

March 7, Revdex.com, Inc** *** *** *** ** *** Response to Case: #*** Dear sir/madam, By way of background, XPO Last Mile is a non-asset based and federally authorized freight forwarding and logistical solutions companyWe contract with retailers to facilitate
the efficient transportation, delivery and installation of their productsWe also contract with federally authorized motor carriers to provide delivery and installation servicesWhile we do not perform any deliveries or installations, we do accept our responsibilities with respect to the freight we tender for deliveryThank you for bringing the matter concerning our customer *** *** to our attentionThe contract carrier truck broke down the day Mr*** product was to be deliveredWhen the shipment returned back to the dock, it was improperly scanned, causing the shipment location to be incorrectThe dock worker was unable to locate the product and stage it ready for the driver to load, which missed going out for delivery on the 2nd attemptWe have addressed our procedures for items that are returned to the dock so that products are easily located and not delay deliveryThe warehouse manager have reached out to the customer and left voicemails on several occasionsWe have not heard back from Mr***Please let us know if there is anything else that we can doSincerely, Rose D*** Last Mile | Customer Care XPO Logistics

This company does not understand this is America Freedom of Choice The company has informed anyone that works for them that they are not allowed to pick their own insurance agent/agency The company tells the contractors if you go with this agency you are not allowed to work for us This is a publicly traded company and they are doing this Really

This is in response to your letter dated January 2, 2018, received by XPO on January 8, When the customer first contacted XPO, we were not able to trace the item at our locationOnce the item was located and delivered on December 29, 2017, it was found that parts were missing in the package
and the customer refused the itemXPO attempted to deliver the new item on January 9th, however, our representative was unable to contact the customerLater, the delivery was rescheduled to January 10th but the customer had to cancel for personal reasons and delivery was again rescheduledThe item was successfully delivered on January 15thXPO sincerely apologizes for any inconvenience caused to Mr***

*** *** has an agreement with XPO Logistics that limits liability to a maximum of $5.00/lbThey are now represented by legal counsel and we are addressing accordingly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I eventually had to go to XPO warehouse and pickup stuff myself from their location.
Sincerely,
*** ***

I writing to update you on the compliant I filed on 01/26/2017. I am writing to you to inform you the complaint has been resolved. XPO Logistics sent out the $100 gift card on...

01/23/2017, we received the card today 01/27/2017. Thank you for your time and attention of this matter. You can close this complaint. Thank you, [redacted]

February 21, 2018 Revdex.com, Inc. Nidia R[redacted] Response to Case: #[redacted] Dear sir/madam, By way of background, XPO [redacted] is a non-asset based and federally authorized freight forwarding and logistical solutions company. We contract with retailers to facilitate...

the efficient transportation, delivery and installation of their products. We also contract with federally authorized motor carriers to provide delivery and installation services. While we do not perform any deliveries or installations, we do accept our responsibilities with respect to the freight we tender for delivery. On February 15, 2018 the General Manager was contacted by [redacted] store manager at store #[redacted]. His email recapped his interaction with [redacted] regarding her issue with the swing set she ordered. The store manager at TRU, the issuer of the product she purchased, spoke with [redacted], and offered her a refund. Please let us know if there is anything else that we can do. Sincerely, Rose D[redacted] | Customer Care XPO Logistics

Complaint: [redacted]
I am rejecting this response because: xpo has been negligent in this matter. Their response is laughable as they skipped out on many details that repeatedly show a pattern of poor customer service and negligence . They receieced the item, failed to contact me, repeatedly denied it. Then after the time frame did a dock search, claimed it wasn't there. Then after presenting proof they had to do another dock search again having trouble locating the item. Finally when they did arrive the box was damaged, the delivery men said there was an issue and the boxes weren't together so something was probably wrong. They arrived 45 minutes late, set up the base only to claim parts were missing, which seemed plausible as the box had a huge hole in it. After being unable to put the item together I was forced to refuse it. All this time we were unable to move to our new home because my pregnant wife could no longer sleep on the mattress on the floor. After reordering and trying to deliver after I repeatedly told them we were unable to move in so they can't deli we in the morning they showed up at 630 am. In what world is it ok to deliver an item that needs to be installed in a bedroom at 630 am. Prior I had attempted to let them know I couldn't accept that time but their lines don't work properly and [redacted] told me to just leave it. So I arranged for next day but my son was born. So I had to reschedule. Again my wife had emergency surgery so we still could not move in because of the lack of base. Finally I had to make another hr long trip to wait for delivery only to be told by the new installers that the original people were mistaken and we had enough legs. They just weren't informed on proper installation which cost us 2 more weeks of not moving in. Then having to m9ve in after the new baby which is far more difficult.  not only that but I had to take off work. I have attempted to reach them many times, and to see this pathetic response is further evidence that the company has repeatedly failed to do it's job. Their employees have been negligent, wasted my time and ruined what was supposed to be a nice holiday gift instead made it a nightmare. I am truly disgusted by this companies attitude and lack of accountability.
Sincerely,
[redacted]

Response: We asked claimant to sign release form before issuing payment. XPO Logistics felt in the best interest of customer service we would extend an offer of $100.00....

XPO Logistics feels is not liable for any damages that occurred during this delivery. We have communicated our position directly to [redacted] corporate. Thank you

MESSAGE FROM BUSINESS: This is in response to your letter dated December 11, 2017, received by XPO on December 18, 2017. At the time of the original delivery on December 4, 2017 it was discovered that [redacted] had sent a damaged floor model to XPO. The customer refused the item. Subsequently, the...

second delivery on December 8, 2017 was deleted from [redacted] data import due to internal error. The third delivery on December 7, 2017 was rescheduled due to inclement weather. The correct items were delivered to the customer on December 10, 2017. While some of the circumstances that caused the delays in delivery were outside XPO’s control, XPO apologizes and regrets any inconvenience caused to the customer.

MESSAGE FROM BUSINESS: Complaint ID#:    11529724Company Name:    XPO Logistics, Inc.Company Contact Name:   [redacted]Company Contact...

Phone:    **No Response**Company Contact Email:   [redacted]Consumer's Name:    [redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    This letter is submitted in response to the above referenced complaint, received by XPO Logistics on July 18, 2016. Please note that we never received the original complaint which you state was sent on June 25, 2016. XPO has contacted the customer who has agreed to an amount of $913.78 as settlement of this matter and is satisfied with the resolution. XPO regrets the inconvenience caused to the customer. Sent on:     7/22/2016 12:47:01 PM