Complaints

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

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• 

  Hub Group, Inc

  2001 Hub Group Way Oak Brook, IL 60523

• 

  Hub Group

  4385 Commercial Avenue Portage, MI 49024

• 

  Hub Group, Inc

  PO Box 7047 Downers Grove, IL 60515-7093

• 

  Hub Group, Inc

  2000 Clearwater Drive Oak Brook, IL 60523-8809

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:04/10/2025

  Type:Service or Repair 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.

  ********** scheduled a pick-up for a return with Hub Group. They called me on 4/7/25 and scheduled a pick-up window of originally 12-4 then later in the day I was told it was 1-5 on 4/8/25. Once 5:00 arrived and they didn't show I called both Hub Group and **********. ********** tried contacting Hub Group both via "chat" and telephone, both ways failed. I called Hub Group several times. Each time the Hub representative tried contacting the "terminal" and I was told their attempts were unsuccessful. I've tried contacting Hub today and have been on long holds and when they answer I'm only told "someone will contact me". It is imperative that the ********** merchandise be picked up immediately because until it's picked up and returned, I won't receive my return credit from ********** which is close to $3,000.00. Hub Group has been unresponsive and I'm concerned.

  Business Response

  Date: 04/10/2025

  *****- sorry about the delay of return pickup and any inconvenience we may have caused you. I have submitted a URGENT request to have your return schedule as soon as possible. Please allow ***** hours to confirm date and timeframe window. If you have any questions, feel free to contact us at ***********************************

• Initial Complaint

  Date:04/04/2025

  Type:Product 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.

  ****** received my scheduled delivery, despite waiting all day for the delivery to arrive. This is ridiculous.

  Business Response

  Date: 04/23/2025

  Hello,

        We apologize the local terminal did not complete the delivery as scheduled on April 4th but our system does reflect the delivery was completed on April 8th.  Please let us know if you have any questions or if we can be of further assistance in anyway.

• Initial Complaint

  Date:04/04/2025

  Type:Delivery 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.

  I paid for the TV and on ****** and chose the option for in house delivery and unpack.The delivery time was set from 12-2pm. I got a call a little after 4:30 telling me it would be delivered soon. Then 2 minutes later I got a call from the actual delivery man who has a Hispanic accent.He tells me they only do Curbside delivery. I responded and said my mother is 62 years old with heart issues she can't carry no 65 inch tv. He responds with the exact same ********* I call my mother and tell her the scenario. I told her I could hop in **** be there in 20 minutes if she wants to just wait with the TV. From her side of the story she went upstairs, and the guys were blocking traffic. The guys were yelling telling her to come get her TV. Fortunately some nearby neighbors saw what was happening and started telling these guys that they need to get up and help deliver the tv to her home. My mother described these two men as big mexican dudes. These guys were 3 hours late, unprofessional and declined to the service that was offered when I purchased the item.Yes my mother got the tv and it was delivered in her house, but it wasnt unpacked. We also had to fight to get them to do their jobs. This clearly tells me these guys are used to working in this manner. I am pretty sure they tried to decline because my mother is black and lives in a black neighborhood. They tried to insuate my moms neighborhood wasnt safe and did not want to deliver it. Which is incredible to think of coming from a Mexican immigrant with a thick accent. If anything their behavior was far more ghetto and more rude than any hood African American I've ever met. I also forgot to mention that I also contacted the Live Chat around 2:30 to see if the item was still being delivered and someone named ******* H just ignored me in the chat for 30 minutes and never responded.

  Business Response

  Date: 04/08/2025

  Hello,
         We apologize if a different delivery service level was selected with ****** for the delivery and for any unprofessional behavior from the drivers   Unfortunately, when Amazon processed the order information into our system they advised us the delivery service level for the order was a basic delivery, that would be an outside no signature required delivery.  We are required to adhere to the delivery service level we are provided from Amazon for the orders.  However, we have forwarded this information to our terminal management team so they can further address the drivers behavior at the time of delivery.

• Initial Complaint

  Date:04/02/2025

  Type:Delivery 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.

  I ordered a bedroom set from castlery and they used HUB Group to ship the product. I scheduled delivery over a week in advance for 2APR25 2-6pm. The items stated they were out for delivery and they were on their way. I never received any of the products and never received a call from the movers. I called HUB Group and was on hold for 20 minutes and never reached a customer support agent. I reached out to them on live chat and they said the product is out for delivery. It is 10pm and I have no hope the product is arriving today. While reaching out again they stated we will reschedule a different time for delivery but nothing has been updated or changed.

  Business Response

  Date: 04/04/2025

  We apologize the order was not delivered as scheduled on the 2nd.  Our records reflect the delivery was completed today just before 1pm.  Did you receive the delivery of your order today?

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23153858
  
  I am rejecting this response because: not all items were delivered. I annotated It on the delivery receipt form but your company states we will look for the items and get back to you. When some of the items were delivered they were damaged as shown in the pictures provided. The delivery team said I needed to contact hub group to see when yall can deliver again. I was told I would receive a phone call that never happened on Friday 4Apr25. Then I contacted again and was told I need to wait till Monday 6Apr25. When I contacted today I was told they are going to launch an investigation to find the two missing boxes which will take 48 hours. At this point Im willing to drive to the warehouse and pick up the items. I just want the items that I paid for and no longer want to deal with the continuous nightmare your company keeps providing.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/08/2025

  We are currently investigating the order shortage with the local terminal to verify the remaining components of the bed are still on their dock.  We will follow up as soon as we have more details or a further update.

• Initial Complaint

  Date:04/02/2025

  Type:Delivery 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.

  Order was suppose to delivered today from 8am-8pm that was after they only gave me two days of options took the day off and they never showed contacted customer support and all they kept saying was terminal has been closed for the day they have till 8pm to deliver mind you it was already 805pm when I contacted them

  Business Response

  Date: 04/04/2025

  We apologize your delivery was not completed as scheduled.  Our records indicate the local terminal is working to have your order rescheduled for April 8th and they will be in contact with you to confirm the time window for the delivery

• Initial Complaint

  Date:03/29/2025

  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.

  I had an item that was supposed to be scheduled for delivery today and no one ever showed up. Raleigh hub group was supposed to deliver a bed set that is extremely expensive and that I waited patiently weeks for. I had already scheduled it to be delivered today from 3:00pm-7:00pm and constantly have tried to get someone from the customer *** team to contact the person responsible for my delivery and they act like they cant get in contact with them! I am extremely upset and just want what i paid for!!!! Why are these people allow to even do business?!! Why would you allow me to schedule a delivery and never show up!!!? I need someone to get in touch with their manager district manager somebody!

  Business Response

  Date: 04/13/2025

  Tierra- sorry about the delay of your delivery and any inconvenience we may have caused you. Our system shows your delivery was completed on 04/02/2025 if you are still in need of assistance, please contact us at ********************************** best regards.

  04/02/2025 10:13 AM 04/02/2025 10:13 AM DELIVERED EDI Code: 'D1' 'NS'-*******, ** 04/02/2025 10:13:00 AM EDT | FINISHED*

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23132149
  
  I am rejecting this response because: there are way too many complaints similar to mine where stuff sometimes do not get delivered at all. Its frustrating when people spend their hard earned money on things and dont get it in a timely manner or it comes damaged! This company is shady and needs a lawsuit against them for how you handle freight deliveries.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/19/2025

  Type:Delivery 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.

  This company was supposed to deliver a product to us on March 17, 2025. I chatted with support, and they said, ' Don't worry.' It will get delivered the next day. That didn't happen. Then, on the 18th, the delivery never happened. Then, on the 19th, I chatted with support again, and ***** M stated (I have screenshots) that they barely received the order. I was like, WHAT? How is that even possible? I asked to get the name of her supervisor so I could speak with them, and she closed that chat window. I called their support # twice, got through the automated message, and both times, they hung up on me. ******** customer service!

  Business Response

  Date: 05/05/2025

  Hello
         Our records indicate this order with a tracking number of ******** was delivered to the customer on March *********. Please let us know if you have any questions or if any further information is needed for this complaint.
   
   
  Thank you,
   
   
  ***** *******, Extra Mile Team Representative

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  I am attempting to return a mattress from Wayfair through HUBGROUP Final Mile. Wayfair subs this group out apparently for pickups. I got an email with 3 dates to choose from, of which I choose the last date (a Friday) - Since doing that, I have received confirmation for pickup for every date offered including text messages they are on the way to my house. I live out of state and my 76 year old mother has to go and wait for this situation in an empty house. That is why I picked the date I did. After calling HUB group after these confirmations of the wrong dates (they make it really difficult to get anyone on the phone) they don't know whats going on either and just say to ignore the messages until the date I want arrives. The date I choose (Friday) is confirmed and I am given window of 12:30-4:30. They say they will give 30 minutes notice of pickup by phone. At 4:30 no call, no show. I spend 20 minutes calling hub group, they say that it was never confirmed! I have email, texts to prove otherwise. They said they will "call the depot" Nobody ever answers. We hang up and at 5 ******* I get a phone call that says "I think we are supposed to pick up a mattress?" I said yeah half an hour ago and he hung up on me. Then they marked it that I canceled the pickup and not that they were going to be 2 hours late (that is probably only because someone called and left them a message from higher up that they attempted at all) I requested that they call me direct to arrange a new date/time. Now, they closed out my ticket and said I have to go through ******* again! THEY ARE AWFUL! I wouldn't trust this Service to deliver anything anywhere if they can't even pick up used items. Also I have video, emails, texts and the time saved on my phone of the call after the delivery time to prove my case.

  Business Response

  Date: 03/19/2025

  Hello,

       We apologize for the scheduling and service failures that did occur with your return order.  We have advised our management team so they can address this further. If ******* does provide you with a new Hub Group return order, can you please email the tracking number from that order to our supervisor team at ********************************** so we can monitor and ensure the return is properly scheduled and completed.

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair 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.

  I ordered a dining table from an online retailer, which then contracted with the Hub Group for final mile/white glove delivery. My experience with the Hub Group has been less than satisfactory. Once they came into possession of my item on 2/26, I scheduled delivery for 3/13, which worked best for me. Despite confirming my delivery for 3/13 on 3/12, I never received a delivery window and the delivery never arrived. My delivery was then rescheduled for 3/14 between 4 and 8 pm. I received a call at 6:12 PM stating that my delivery was en route, but as of 9:32 PM it has not been delivered and I have been unable to get in contact with Hub Group. I have called at least 10 different times over the last 48 hours, and not once have been able to get in contact with a real human person. The Hub Group offers horrible service, inaccurate delivery windows (if you get your delivery at all!) and I have wasted countless hours waiting for my delivery and attempting to contact them to no avail.

  Business Response

  Date: 03/16/2025

  ******** sorry to hear about your delivery experience, please provide us with your Hubgroup tracking number at ********************************** to better assist you.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23068834
  
  I am rejecting this response because:
  

  I have been emailing with the provided email address all week - and my delivery has still not showed, despite my customer service representative saying on multiple different occasions my order was on the truck and would be delivered. This is absolutely ridiculous. I have had to cancel reservations and take PTO all to sit around and wait for a delivery that never shows. Please have a higher up contact me directly at ************ or ******************************. 

  
  Sincerely,
  
  Madison ******

  Business Response

  Date: 03/21/2025

  As per your request, the local terminal manager and the customer service manager were notified and asked to facilitate a resolution for your order.  We received confirmation the local terminal manager has been in contact to aid further with your delivery being completed.
  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair 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.

  I was told I would be delivered something today by 8pm. I waited for the entire 12 hour delivery window. Nothing happened. When I attempted to call customer service I was hung up on by a representative three straight times.

  Business Response

  Date: 03/05/2025

  *****- we apologize for the delay of your delivery and any inconvenience we may have caused you. I have submitted an urgent request to have our terminal dispatcher contact you as soon as possible to confirm your delivery date and timeframe window. If you are still in need of assistance, please contact us a **********************************************************.