Business Profile

Logistics

Hub Group, Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hub Group, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

93 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

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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:09/12/2025
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 living room set from my job and the Hub group is the delivery person. Mind you the order made it to the warehouse on August 21st and as of today I still have not received my merchandise. I have rescheduled delivery 4 times and every time I call I get the run around. And they wont let me file a stolen merchandise claim because they say they have it in their possession. Do not believe anything they say. Now Im told they will get in touch with me next week to get it delivered. Which I know is a lie.
Business Response
Date: 09/13/2025
*****- We apologize for the delay of your delivery and any inconvenience it may have caused. Please provide us with your Hub Group tracking number at ********************************** to better assist you.
Initial Complaint
Date:09/09/2025
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.
The Hub Group is suppose to be working with ********** to pick up a return order;however the order is still at my house after 3 weeks. Received no phone calls as promised and no one came to get the order. It has been a back and forth between the two companies and no one will do it. Terrible communication and I am just looking for someone to pick up the door.
Business Response
Date: 09/10/2025
*********- Sorry about the delay of your return pickup and any inconvenience we may have caused you. Currently your pickup has been scheduled for 09/16/2025 between the hours between 12pm - 4pm If you have any questions or concerns please contact us at ****************************** to better assist.
Initial Complaint
Date:09/05/2025
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.
The Hub Group, a third-party contractor hired through 1StopBedrooms, delivered furniture to my home. During the delivery, the drivers dragged the furniture across the floors of my brand-new house, causing visible scratches and damage.I immediately pointed this out to the drivers, who then called their supervisor. The supervisor admitted fault and assured me the damage would be repaired. I also contacted 1StopBedrooms by phone that same day to report the incident and was told to follow up with Hub Group directly.I emailed Hub Group with full details of the damage, but they denied my claim despite the supervisors acknowledgment at the time of delivery. 1StopBedrooms has also attempted to distance itself from responsibility by claiming the issue lies solely with the delivery contractor.However, under Georgia consumer protection laws, companies cannot avoid liability for damages caused by their chosen contractors. As the seller, 1StopBedrooms is still responsible for ensuring the services provided through its third-party partners do not cause harm or loss to the customer. Passing blame to a subcontractor does not relieve them of responsibility.
Business Response
Date: 09/07/2025
******* - Sorry about your delivery experience and any inconvenience we may have caused you. Please provide your Hub Group tracking number to better assist you at ***********************************
Initial Complaint
Date:08/25/2025
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.
Over the last week Hub Group has been schedulingand rescheduling pickups for an item. We have ring cameras and we see everything that comes up to our house. Never once have they called or even rang the doorbell to try and complete the pick up. Today, the pick up window was 3-7pm. I left work early and as I pulled down my street at 2:35pm I passed a moving truck which turned out to be them! I checked the cameras and me returning home is the only thing that triggered the camera. Whats even worse is the customer support person claims the driver uploaded pictures at 2:20pm and then 3:17pm which they claim proves they were there and waited. This gaslighting is crazy.
Business Response
Date: 08/26/2025
The order is being escalated to management for scheduling resolution.
Customer Answer
Date: 08/29/2025

Complaint: 23797414

I am rejecting this response because:
Tracking number: R9445558
zip code: 21122
Phone number: ************
Nothing has been done, and I have not been contacted. I only want to get this resolved so I can stop taking off work to meet your drivers (this last one was our 3rd try). I cannot get customer service to help resolve this. I have attached a screenshot from the doorbell camera of me arriving home at 2:36pm after I passed the truck leaving my house. Our pickup window was 3-7pm. Apparently they uploaded pictures of them at my house at 3:17pm. Just for your SA, your drivers are clearly taking pictures and then waiting to upload until later to make it seem like they had been there when they were supposed to....

Sincerely,

****** *****
Business Response
Date: 09/02/2025
******- sorry again about the delay of your return pickup and any inconvenience that we may have caused you. I have submitted an urgent request to have your pickup schedule as soon as possible. Please allow up to 48 hours to confirm return pickup date and timeframe window. If you have any questions or concerns, please contact us at **********************************************************.
Customer Answer
Date: 09/05/2025

Complaint: 23797414

I am rejecting this response because:
I am sincerely trying to get this resolved, it is 3 days later and I have not been contacted. When I contact customer service they tell me they will contact me to schedule and no one ever does. I do not understand why I cannot get a simple call to reschedule or at least give me a phone number for someone I can call to set this up.

Sincerely,

****** *****
Business Response
Date: 09/08/2025
I am unable to find an order in our system for this customer with the information being provided.
Initial Complaint
Date:08/19/2025
Type:Order 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.
We transported a load with 2 drops from ** to ** to **. We offloaded all product, and 3 pallets of bread were left on trailer. We reported this to Hub. Shipper error we were told to return product to shipper at agreed to rate. We returned product for receipt. I confirmed with manager there was no issues. They had no intention of paying us for the load. They then 10 days later stated asking where product was when we had receipt and then made excuses like asking for reefer reading which cost $350 not giving us money to pay for it. They simply never wanted to pay this load to is fraud.
Business Response
Date: 08/19/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team

Business Response
Date: 08/19/2025
*****, sorry to hear about your experience you had and any inconvenience we may cause. If you are still in need of assistance, please contact us at ************************.
Thank you.
Customer Answer
Date: 08/19/2025

Complaint: 23746089

I am rejecting this response because: I have tried contacting Hub Group as well as their legal department with no response. And fraudulent claims on their part. This is the most dishonest company I have ever had the displeasure of dealing with.

Sincerely,

***** ******
Business Response
Date: 08/20/2025
Hello,
We apologize for the situation, However, based on the information provided this order is not a Hub Group Final Mile order and was booked with a different division of Hub Group. Unfortunately, we do not have access to other divisions orders and are not able to assist with this situation. We would advise to reach out to the point of contact listed on the documents that were attached as they would be the correct division of Hub Group able to assist with this matter,
Initial Complaint
Date:08/18/2025
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.
This company is horrible and will not respond or communicate to anything. I scheduled a delivery for 8/15 when I would be home days before. On 8/15, as the delivery window passed no communication whatsoever from anyone. I called in the next day and they said they were closed so I would have to call back in Monday 8/18. I called them today and its been 3 hours and I still have not been able to speak to anyone at the company. They keep hanging up the phone while Im on hold at this point its a huge inconvenience for me to now have to take time off to stay home and wait for a delivery that may not come. Literally the worst company I have ever had to interface with. I was so dissatisfied that I called the furniture company to downgrade me to their free shipping instead of their room of choice delivery. I would rather have a ***** or *** deliver to the lobby than wait for the clowns at hub group to conduct their business.
Business Response
Date: 08/19/2025
The order had to be rescheduled from 8/15 due to a preschedule for a date for when they were not in that area, and the terminal noted that it delivered today.
Customer Answer
Date: 08/20/2025

Complaint: 23763363

I am rejecting this response because:
if it needed to be rescheduled then why didnt anyone from hub group inform me that there needed to be a change in delivery date. While missing the delivery date is an issue on its own, the fact that you did not communicate any of that with me and I stayed home all day waiting for someone to come or some sort of communication. Completely unacceptable, unprofessional, and a total disrespect for the customers time.
I have a second order with Castlery that will also be shipping with hub group again Im very unhappy I have to go through this nightmare again and have already informed Castlery that if hub group de-commits to the agreed to delivery date/time and doesnt inform me of any sort of schedule change, that ******** can consider this my final order with their company.

Sincerely,

***** ******
Business Response
Date: 08/28/2025
We apologize for the delayed response, communication failures and delivery delay that occurred with your order. We have notified our terminal management team of the incident, so they can address this further with the local terminal.
Customer Answer
Date: 08/29/2025

Complaint: 23763363

I am rejecting this response because:
We all know nothing is going to change from this message. Do better.
Sincerely,

***** ******
Initial Complaint
Date:08/18/2025
Type:Sales and Advertising 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 July 15, 2025, an overflow delivery team from ****** *** attempted to deliver a washer and dryer to my home. Unfortunately, during this delivery, they caused significant damage to both the appliances and multiple areas of my home. I immediately sent photos of the damage to the ****** *** sales representative, who then rescheduled the delivery and forwarded the damage report to Hub Group, the claims handler.Ive since been in contact with ****** ********** at Hub Group, and while Ive provided extensive documentationincluding photos and videosthe process has become increasingly stressful and difficult. Im simply trying to restore my home to its original condition.On July 16, 2025, the second delivery team arrived but was unable to install the appliances due to damage caused by the first crew. Specifically, the hoses had been ripped off, which I witnessed firsthand. The team informed me that installation could not proceed until the shadow box and hoses were replaced, requiring me to hire a plumber. I submitted the plumbing invoice to Hub Group, but was told it would not be covered due to lack of proof, despite clear documentation.Finally, on July 30, 2025, the appliances were successfully delivered and installed.Documented Damages from Initial Delivery need to be refunded:Shadow box and valve replacement Discontinued flooring (quotes pending)Shattered ceiling light cover (no longer available)Damaged laundry door Damaged millwork Wall damage In addition to managing these repairs, *** had to take time off to gather quotes and coordinate with contractors. Many of the quotes Ive received have a 15-day validity, but Hub Group has indicated they will not honor them, which is beyond my control.Ive also been informed that compensation will only be considered once all estimates are submitted, which is making this process extremely difficult and unnecessarily burdensome. Im requesting your urgent assistance.
Business Response
Date: 08/19/2025
Hello, We are not able to locate an order in our system with the name or order number provided. Can you please advise if the order might be under a different name or can you provide your Hub Group Final Mile tracking number (it would begin with a 10, 20, 21, 39, or R9 and be eight digits in length or begin with a 30,7 or 9 and be seven digits in length) so we can locate your order and assist you further?
Customer Answer
Date: 08/20/2025

Complaint: 23762985

I am rejecting this response because: Here is the persons contact information for HubGroup. I'm not sure what number she has this case under. Please contact this individual directly or her supervisors name is ****** ****.
****** **********
Claims Coordinator
Direct: **************
************************************************************ / **************************

Sincerely,

***** *******
Business Response
Date: 09/01/2025
Sorry again about your delivery experience please email us at *************************************** to better assist or ***********************************
Customer Answer
Date: 09/02/2025

Complaint: 23762985

I am rejecting this response because: I do not understand the response from the business. In addition, I just received a message from HubGroup advising I now have a new claim # and is now going thru *************************** and the contact information is below. Is it best I now transfer this BBB complaint to ******************************* to get this resolved?
***** ****
Direct: ************
****************************************************
NEW Claim # CL10006375-01
Lio *********************** (phone number ************)

Sincerely,

***** *******
Business Response
Date: 09/03/2025
Hello, We apologize but based on the information provided it seems your order was with a different division of Hub Group and was not with our division which is Hub Group Final Mile. Unfortunately, we do not have access to any information regarding other division of Hub Group orders so we would not be able to offer any assistance or information.
Initial Complaint
Date:08/13/2025
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 went through the details of my problem in complaint ******** with Best Buy. I've come to realize that my problem is with their 'partner' Hub Group. They are the ones that refused to fix the leak they caused when they installed the ice maker. The leak is in a couple in the water supply line. When they came out I told them and showed them the leak. They just got in their truck and drove away. I thought that I would be contacted, but I didn't find the email within the ******************************* with my problem leak?***** ******
Business Response
Date: 08/13/2025
Kirke- sorry about your delivery experience and any inconvenience we may have caused you. Unfortunately, you would need to contact your place of purchase to better assist you. If you have any questions, please feel free to contact us at **********************************************************
Customer Answer
Date: 08/14/2025

Complaint: 23737422

I am rejecting this response because: I contacted the business where purchased. That was complaint 23607755. BBB closed that complaint without my comment. It turns out neither business will take responsibility for the water leaking into my basement which was caused by connecting the water supply to the ice maker, which I paid for. If I understand correctly the business is refusing to respond to my complaint.

Sincerely,

***** ******
Business Response
Date: 08/14/2025
I am unable to find an order for this customer with the information being provided. We are unaware of HubGroup currently doing installations that involve utility hook **** HubGroup does not provide plumbing work as a service.
Customer Answer
Date: 08/20/2025

Complaint: 23737422

I am rejecting this response because:This business is not responding to my complaint. This is the connection of an ice maker to a water supply and their damaging the water supply line causing it to leak water into my basement. They are so incompetent that they can't even find the job that I'm complaining about or acknowledge that they've done this faulty work. They don't seem capable of solving a problem with their work.

Sincerely,

***** ******
Initial Complaint
Date:08/11/2025
Type:Customer Service 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.
Hub Group is contracted by ********** as a final-mile delivery and return service. This complaint is about an experience that occurred over a period of several weeks, but centers on Hub Group's poor logistics management, refusal by customer service ***resentatives to escalate an issue to a supervisor/manager level, and their drivers consistently missing a scheduled pickup window. Also notable is the lack of communication between customer service, dispatch, and driver. The dispatch does not have access to the driver's phone number, the service *** does not know the dispatch's hours, and the customer is never contacted by either the driver or the dispatcher. This contradicts what is stated by Hub Group on their website, which says "A courtesy call of 30 minutes prior to arrival." Instead, the driver either shows up several hours before the automatic text sent to the customer (ex. 7:30 am, when the arival window is 11:30 am to 3:30 pm), or fails to show up at all. The ********** order pickup was missed 3 times by Hub Group. ********** escalated the issue and has to coordinate with a local store because Hub Group refuses to perform the service they are paid to do. The next time I order anything, I will call ahead to check with the vendor uses Hub Group in any capacity. If they do, I will not do business with that vendor. Hub Group's poor performance in their final-mile area has costed me hundreds of dollars and many hours of wasted time. If Hub Group wishes to resolve this issue, I will not accept any calls from outside their corporate office. I have tried to resolve this issue 4 times with the Chantilly, VA office, and 3 times with ***********Suggested solution: schedule an appointment to finish the job at a time of my convenience, not a 4-hour window where no one arrives. Uphold the Hub Group statement of a 30-minute courtesy call. Resolve the automatic "AI assistant" that answers the customer service number and contradicts the pickup window. Supervise employees.
Business Response
Date: 08/12/2025
Hello,
We apologize for the difficulties you have experienced with the automated system and for the service failures that have occurred. We are working with our terminal management team to have your return order rescheduled and requested that the dispatcher contact you directly instead of using the automated system to confirm.
Initial Complaint
Date:08/08/2025
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.
Can. It get Hub Group to pick up two returns which has been scheduled 3 times
Business Response
Date: 08/26/2025
Hello, We apologize for the delay with your order being scheduled. We have been made aware the local terminal is having significant delays and we are working to resolve those issues. Unfortunately,we were not able to speak to the local terminal scheduler today when we called. However, we have sent a priority request to the local terminal for further assistance with having the pickups scheduled.

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Hub Group, Inc is NOT a BBB Accredited Business.