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, Inc

  PO Box 7047 Downers Grove, IL 60515-7093

• 

  Hub Group, Inc

  2000 Clearwater Drive Oak Brook, IL 60523-8809

• 

  Hub Group

  4385 Commercial Avenue Portage, MI 49024

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:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  First, the tracking number proved to the shipper is not valid. How did that happen? Ordered a major appliance that was to be delivered by Hub Group Final Mile. The original delivery date was was confirmed, (for delivery 'tomorrow,') and almost immediately pushed out five days. 'There was a problem at the warehouse.' Initial contact suggested delivery might be sooner than the new scheduled date. I asked to update the order for a different onsite contact as I would not be able to meet the truck on the new date. Was told this was done, and confirmed on a subsequent call. Assumed the onsite ****** was contacted as promised, they were not. Even after contacting another ****** who promised to ******ally call the onsite ****** to confirm the new delivery day, this did not happen. A new delivery date is scheduled. Still no contact for the ****** onsite. This time when I called I was told 'we won't do that.' You can cancel the order and place a new one. We are already seven days past the original delivery date. I am several thousand miles away, I cannot be there tomorrow! So, I have been lied to. Treated poorly and this company seems to have no remorse or interest in customer service. The third ****** pretty much told me the other two people lied to me. And she was extremely unhelpful, causing an escalation in the situation. Have tried other customer service avenues. From chats that complain the tracking number is invalid, or not our department. To phone number that will not connect you without a tracking number to just hanging up on you after being transferred to a ******. This is not difficult. You are a shipping company. You job is to deliver. When a delivery is missed because of something you did, I would think it would be in your interest to correct the situation and not escalate it further. 100% FAIL!

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased $5,000 worth of appliances from **********, scheduled for delivery on 11/1/24. Both the fridge and stove arrived either heavily dented, scratched, or with broken parts.On 11/8/24, a second delivery was scheduled to replace both appliances and remove the damaged ones. While the new stove was successfully brought into our home, the removal of the already damaged new fridge was handled violently. The delivery team damaged the storm door, which prevented the fridge from being removed smoothly. Instead of addressing the what was getting caught; they pushed harder, further damaging the old fridge. When we pointed out that the fridge was stuck on the storm door, the employees left the damaged fridge blocking our front door. They left the job site without delivering the new fridge and left us with both the new and old stone.We went to our local *********** where, under the previous system, these appliances would have been delivered from. We spoke with the general manager, **** *****, who assured us he would work hard to resolve everything by 11/12/24.On 11/12/24, we were informed of an attempted delivery that could not be completed. No one showed up or called until around 6pm. On 11/14/24, two employees arrived to install the new stove, but we had already installed it ourselves. They did not have the new fridge to deliver, nor were they able to take the old fridge or stove. If ********** wanted to make things right, they should have delivered the new fridge immediately. Instead, they informed us that the fridge was no longer available, and we must wait another week.We have been left with a dysfunctional kitchen for weeks. We even disassembled our front door these past deliver days to make the fridge removal easier. Each time a delivery was scheduled, we had to take time off work to provide access to the house and assist if needed. As a result, we have incurred over $1,000 in lost wages.

• Initial Complaint

  Date:11/13/2024

  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 and received a damaged generator bought from **********. They assigned the Hub Group to pick up the generator so I could get a refund. I received an email from ********** with a tracking number telling me the Hub Group would contact me within 1-2 business days. They did not contact me. On the fourth day, I contacted ********** and they coordinated the return with the Hub Group. The pick up return was scheduled for 11/13 and I was told Hub Group would contact me the day before. They never contacted me. I called the Hub Group and a recording told me it would be picked up between 8 am and 8 pm. I stayed home from work to facilitate the return. As of 6 PM they have not showed up. I called the Hub Group and they told me it would need to be rescheduled. No one contacted me. This company has no regard for customer satisfaction. And to make matters worse, I re-ordered the same generator through ********** and it is also severely damaged upon receipt. And now I have to rely upon the Hub Group to do there job a second time, after clearly failing the first time. This company is mismanaged. They are like a painter that can't paint. Or a ***** that can't bake. Their job is to deliver and pick up packages per their schedule, but this seems to be a struggle for them. This company is a joke.

  Business Response

  Date: 05/05/2025

  Hello,
        Our records indicate we had two return orders with tracking numbers of R8834178 and R8853250 and both orders were picked up from the customers location on November 14th, 2024, and have been returned back to the shipper location on November 26th, 2024.  Please let us know if you have any questions or if we can be of further assistance in any way.
   
   
  Thank you,
   
   
  ***** *******, Extra Mile Team Representative

• Initial Complaint

  Date:11/11/2024

  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 product from ******** and it was shipped via NSD hub group. NSD claimed to never get my shipping address from woot even though woot has confirmed they have provided the information. NSD would not provide my info to their final mile terminal and I have called many times about it and/or used chat giving my address. They advised me they can not help me through customer service but only ******** can. Woot stated that NSD needs to correct it on their end and nothing has been done on NSD's side to deliver my purchase, nor have they made any contact with me to schedule the delivery. NSD has made no attempt to assist me with my problem in any way.

  Business Response

  Date: 11/11/2024

  Hello,

          We apologize for the confusion, our records show this order was booked into our system via Amazon.  ****** does not allow us to make any corrections or changes to the address information they provide to us without their written approval.  They also require that the initial request for an address correction or change be made by the final customer.  You will need to contact Amazon on ************ and request they provide us with their approval to update the delivery address.

• Initial Complaint

  Date:10/02/2024

  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.

  We arranged a shipment to be picked up on 06/20/2024 by HubGroup. The carrier they selected damaged our shipment beyond repair. We insured the shipment for $23,000. And have on multiple emails and Purchase orders stating that is how much it is worth. Hubgroup has only offered and given us $9,530 which is less than half of the cost. We had to reorder material and spend more time and money on the project to get it to our customer. ********************** knows that we always ask for our shipments to be insured and are saying it was not insured, and not giving us the rest $13,470 of what we lost trusting them with our shipment.

  Business Response

  Date: 10/18/2024

  Hello,

        We apologize but this is not a Hub Group final mile order and this was booked with a different division of Hub Group.  Unfortunately, we do not have access to any information for the other divisions orders and would not be able to further assist with this request.

• Initial Complaint

  Date:09/24/2024

  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.

  Apparently, HubGroup is a company that provides delivery services for companies such as **********. I didn't choose to do business with HubGroup, however, I did order a refrigerator from ********** on Sept. 11, 2024. Per the tracking info (attached) the order has been sitting at HubGroup's local terminal (7 miles from my house) for a week. To date, nobody has attempted to contact me to arrange for delivery. I've made several attempts (via HubGroup's online chat and **********'s customer service support) and have been told that someone will eventually contact me.

  Business Response

  Date: 05/05/2025

  see attachment

• Initial Complaint

  Date:09/12/2024

  Type:Product 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 August 8th, Hub Group Final Mile picked up a dryer from my property as a return for a faulty unit purchased from ** Electronics. As far as I can tell, Hub never relayed the pickup to ** and as a result, I have never been given a refund. ** will not return my money to me, and I am holding Hub accountable as a result of their gross negligence in losing track of the item. I asked the men on the truck if they had any paperwork to leave with me to show the pickup and they said no. Even though they made me sign their electronic tablet to show they were there.

  Business Response

  Date: 09/12/2024

  Hello,

         We are unable to locate a return order in our system under the name ***********************.  Can you please provide either your return tracking number that would begin with an R and be eight characters in length or advise if the order might be under a different name, so we can locate the order and attempt to further assist?

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22269599
  
  I am rejecting this response because:

   

  The order is probably in my wife's name. *******************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/16/2024

  Thank you for your response and for providing that information.  Unfortunately, we do not have an order in our system under the name ******************* nor do we have any under the last name ***** in *******, *******;  Please provide your Hub Group Final Mile tracking number for further assistance.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22269599
  
  I am rejecting this response because:
  

  Call ***** at your company, ************ for additional information. 

  I think your inability to find anything goes to the root of the complaint. How could HUB and Final Mile deliver AND pickup a dryer from my home and have no record of it? ***** is not a very common name, how did you lose our information for the order? 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/18/2024

  Based on the response and being unable to locate an order in our system, we believe this order is with the appliance division of Hub Group .  Unfortunately we do not have access or any information for those orders and would advise to contact ************ for further assistance.

• Initial Complaint

  Date:08/22/2024

  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 bedroom set from 1stopbedrooms. I paid extra for the white glove service where they were to deliver and set up my items. I was told on a Monday that the furniture would be delivered the next morning. We rushed and put all of the bedroom furniture outside and it was picked up by someone. Shortly after I received a text saying they did not have a truck and needed to reschedule. We spent two nights without bedroom furniture. Today they texted and said it would be delivered tomorrow. Now we received another email saying they didnt have enough trucks and it would be canceled. I tried calling the main service number but they were unable to reach the ****************** I want to either cancel the item or be able to pick it up with a U-Haul but cannot reach anyone.

  Business Response

  Date: 05/05/2025

  Hello,
          Our records indicate this order with a tracking number of ******** was delivered to the customer on August *********. Please let us know if you have any questions or if we can be of further assistance in any way.
   
   
  Thank you,
   
   
  ***** *******, Extra Mile Team Representative

• Initial Complaint

  Date:08/12/2024

  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 furniture in March. The company I ordered from did not advise it was on back order I filed a complaint against them as well. The resolution was to pick another set that was in stock which I did. I was provided tracking information & contact for hub group when they received my furniture to deliver it. I was advised I would be contacted within 7 days with a scheduled delivery date, it has been over 2 weeks now & that still has not happened. Each time I call they simply say they are escalating my ***************** will contact me within ************************************** delivery date scheduled. They acknowledge they have my ************** getting the run around. The first representative I spoke with advised my furniture would be delivered that Thursday or Friday & that did not happened. Ive called every day since then with no resolution.

  Business Response

  Date: 05/05/2025

  Hello,
          Our records indicate this order with a tracking number of ******** was delivered to the customer on July *********. Please let us know if you have any questions or if we can be of further assistance in any way.
   
   
  Thank you,
   
   
  ***** *******, Extra Mile Team Representative

• Initial Complaint

  Date:08/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Ordered a freezer from HomeDepot. The delivery driver ran over portion of my gate on 25 June 2024. I immediately contacted *********** I was notified that HubGroup is responsible. Communication is terrible. I sent them an invoice for $750. The representative replied back stating they will issue me a check for $700. I finally got them to agree to $750 but yet they have not replied back. 31July2024. Terrible company. Would definitely recommend picking up your products at ********** just to not deal with this company.