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:02/05/2024

  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.

  ******* is the last mile carrier for a couch I bought. The product arrived in ******** **** (3 hours from my home) on January 25, ****. The delivery on Amazon AND on their tracking was February 1, ****. Took the day off and stayed home for delivery. Never came. Attempted to call their company -- never answered phone. In the automated attendent so long it said someone would call and it hung up. Does not respond to customer service chat. Contacted Amazon (who I purchased the couch through) They reached out and I was told I would hear from them in a day or two. Five days later - had to reach out to Amazon again. Still waiting for delivery information - still not response to chats or phones. They claimed to Amazon it was a weather issue. Again - I live three hours away and know that weather has not delayed deliveries for 10 days since they have the item or not.

  Business Response

  Date: 02/06/2024

  We apologize we have been made aware the local terminal is having significant delays and we are working to resolve those issues.  Our system reflects the local terminal reached out yesterday evening to confirm a delivery appointment for Monday, February 12th.  Did you receive communication from the local terminal regarding that delivery appointment? 

• Initial Complaint

  Date:01/26/2024

  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.

  On December 22, 2023, Hub Group delivered a custom wood entry bench (Tracking #: ********), which unfortunately sustained damage during transit to our customer. The damages were promptly reported to both Hub Group and our company, and we have been diligently trying to resolve this matter since then.We have exhausted all available channels to communicate our concerns with Hub Group. Despite sending multiple emails to the addresses provided by their customer service representatives, we have received only automated email responses acknowledging receipt of our complaints. The customer service agents have been unable to offer assistance or provide us with a contact phone number for their sales department.In addition to email communication, we have attempted to reach out via phone using phone numbers found online and on the BBB website. Unfortunately, our calls have gone unanswered, and we have been on hold for hours without any resolution. We have also utilized their automated system to request a callback, but regrettably, we have never received the promised callback.This prolonged lack of response and resolution has caused significant frustration and inconvenience for both our company and our customer. Despite rebuilding the damaged item for our customer, we strongly believe that ******************** should fulfill its responsibility by delivering the replacement item to our customer at no cost.We are reaching out to the Better Business Bureau in the hope that your intervention will prompt Hub Group to address this matter promptly and responsibly. We kindly request your assistance in facilitating communication and ensuring a resolution to this issue.If there are any additional steps or documentation required from our end, please let us know. We appreciate your attention to this matter and look forward to a timely resolution.

  Business Response

  Date: 05/05/2025

  Hello,
       The shipper/vendor would need to contact their account manager if they have not done for assistance with this matter.  **************** would not be able to assist with this kind of request and if not the correct point of contact for this matter.
   
  Thank you,
   
   
  ***** *******, Extra Mile Team Representative

• Initial Complaint

  Date:01/17/2024

  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 have been waiting for LTL delivery on a shipment from Hub Group dba NSD as a contractor to Amazon for a week. Their tracking indicates it has been within 10 miles of my location for a WEEK. We had a scheduled delivery 6 days ago, driver missed delivery window. I cant get a straight answer out of them on WHEN my delivery will occur nor can I go get it from their terminal like every other LTL carrier Ive ever dealt with. This is ****** ridiculous at this point, and their chat-based CSRs try but have zero effect on the terminal operations and apparently zero ability to communicate with them too.Shipment number is *******.

  Business Response

  Date: 01/18/2024

  ******, sorry about your delivery experience and any inconvenience we may have caused you. I have submitted an urgent request to our upper management to have your delivery scheduled as soon as possible. If you have any questions, please contact us at ***********************************

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21154006
  
  I am rejecting this response because:

   

  I have NEVER received any return communication from NSD.  A (probable) sub-contractor delivered the shipment today (without ANY communication from NSD), and from my perspective only because Amazon CSRs got involved and went around NSD to the actual dispatchers.

  I NEVER got a straight answer from NSD.  And this escalation to senior management is a complete crock of something I probably cant say here.  If you cared, your team would have responded.

  I am mystified why Amazon uses you.

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

  Business Response

  Date: 01/25/2024

  We apologize for the communication failures and for the delay with the delivery being completed.  We were made aware our local terminal that was completing the delivery was having delays which were worsened by the inclement weather that occurred recently.  As it is our local terminals that sets and schedules the delivery appointments until we have received the information from our local terminal we are not able to advise what the delivery date would be.  Unfortunately, for this order it did take longer than we had anticipated to receive the delivery information.  We do again apologize for any inconvenience this situation has caused.

  Customer Answer

  Date: 02/05/2024

  Complaint: 21154006
  
  I am rejecting this response because: This complaint was not resolved nor even addressed until I got an Amazon CSR to pressure the shipping company. I NEVER received any communication from NSD, but I did get a notice of delivery (weeks late) from some subcontractor they were using.  
  
  The prior response to the BBB complaint that the issue was being elevated has no basis in facts available to me. No one EVER contacted me from NSD in response to my many inquiries prior to the complaint nor after it. I finally gave up calling and online chatting, because it was clear to me that their CSRs had no access to information nor response from the terminal.
  
  I dont understand why Amazon uses them.
  
  My shipment sat in a terminal IN MY SMALL TOWN for about two weeks before they deigned to deliver it.
  
  This did not meet my expectations for delivery performance, and their responsiveness and fact-based communication fully failed to meet my expectations as a customer. 
  
  Sincerely,
  
  **********************;   

  Business Response

  Date: 02/05/2024

  We apologize the customer's expectations were not meet with this order due to the delivery delays our local terminal was experiencing.  Our records indicate the delivery was completed on January 24th and we have addressed the communication failures that did occur with our management team to ensure this is corrected going forward.

  Customer Answer

  Date: 02/06/2024

   
  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:01/17/2024

  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.

  The worst company i have ever worked with, I gave them a booking. And they pre-pulled the container.Next morning they went to load the container at, the shipper.Once the container got loaded, we got to know the driver had picked the wrong container from the yard. Luckily it was for the same SSL.And we requested SSL to assign the container for our booking.It took some time. By that time we missed the cut, and SSL rolled out our booking for next week.On the day of ERD,I emailed GO freight and GO **** hub to kindly ingate the container.But they demanded the chassis and storage for the week. Over the top of that, they sent us the per-diem charges and admin fees. The freight amount was $800.We paid them $3250.Since then, we have been asking them for the per-diem invoice, and they are not replying to our emails and calls.This morning i requested sll for the per-diem invoice and got to know there was no per-diem on the container.So i would suggest you please ignore this company.They will give you really lower rates in order to get the business and once they have your load,They will hostage it and will ask you for money.

  Business Response

  Date: 01/18/2024

  We cannot locate an order in our system based on the information provided and we do not offer the services the customer is describing in the complaint.  They may have booked the order with a different division of our parent company but we are a final mile delivery company that deliveries individual orders to the final consignee from partner vendors.  If this is a Hub Group final mile order we would need the tracking number that begins with a 10,12,14, 38, 21,R8 or 20 and be eight digits in length or begin with a 7 and be seven digits in length to be able to further investigate and assist.

• Initial Complaint

  Date:01/13/2024

  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 ordered a refrigerator from Samaung and the workers sent out by Final mile were not able to remove my old refrigerator to install the new one. They damaged my walls and floor in process and promised me that a special team would come out on the same or next day. Having used Final mile delivery service in the past when I purchased my washer/dryer, I decided to call and follow up the next day which was Friday , 1/12/24. I was told by someone who claimed to be the supervisor, that no one would be able to come back out until Wednesday, 1/17/24. This company just doesn't even try to do better.

  Business Response

  Date: 01/29/2024

  Based on the information provided and previous communications we had with the customer directly, we were able to determine this order is not a Hub Group final mile order but was booked with a new division of Hub Group, called Forward Air.  We do now have access to these orders because it is a different division of the company.  The customer will need to contact *********************** for further assistance.

• Initial Complaint

  Date:12/16/2023

  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 have to receive two different packages from you. You delivered the first one in the middle of the street and did not keep me posted of this (the item costs $2232). I tried to reach out to you several time to have the confirmation that the second package will be delivered in front of my door: no one answered me over the phone or via chat... I want to have a call from you to schedule an appointment for the delivery. Please contact me, this the item costs $2500 !

  Business Response

  Date: 12/18/2023

  Hello,

         We apologize but per the notes on the proof of delivery for the first order the drivers did contact you before their arrival. However, they were advised you were in a meeting and not available to speak with them so the order was left outside your gate near the fence, so it would not block access to the property..  Due to both orders being a no signature required delivery the local terminal is not required to make contact to confirm a delivery appointment.  You should however have received an automated call the evening before to advise you have a delivery arriving the next day and the drivers usually call the day of delivery prior to their arrival.

• Initial Complaint

  Date:12/12/2023

  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 am very frustrated with this company. I have tried to order a vanity from ********** and it was originally supposed to be delivered in my house. One person shows up with a 400 pound vanity. Order was denied and after 10 days and a lost vanity, the shipping company took that long to say they cannot find it. I ordered a new vanity and waited for the delivery, which I texted and I confirmed the delivery. Never showed up, and when I called on Monday, I was told they never had the vanity and they would need another ***********. Now I am told I need to file a complaint which will take another **** days. I have been dealing with **********, from where I purchased the item, and the shipping company since 10/31, with no end in sight.I paid almost 900 for the vanity. Here is the tracking number 12475448.Now I am told I will have to put a ticket in again.

  Business Response

  Date: 12/27/2023

  *****- Sorry about your delivery experience and any inconvenience we may have caused. Unfortunately, your item was marked as refused due to damage on 11/28/2023 and returned to *********** ********** should have contacted you about the damage and made arrangements for your refund or replacement. If you have any questions, please feel free to contact us at *********************************** Also contact ********** with this return tracking number 12475448-R for your refund. Damaged Item was picked up on 12/18/2023. Here are the details: TM_PROC
  12/13/2023 4:48 PM 11/28/2023 10:10 AM COMPLETED RFSDUNDMGD 12475448-R SVC_SCHANGE

  12/18/2023 8:50 AM 12/18/2023 8:48 AM PICKEDUP STATUPDTE EDI Code: 'P1' 'NS'- 12/18/2023 8:48:00 AM SVC_SCHAN

• Initial Complaint

  Date:12/07/2023

  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 mattress from JCPenny on 11/5/2023. They told me the manufacturer would be shipping me the mattress once it was built. Apparently the manufacturer hired Hub Group/NSD to deliver the mattress.They have attempted to schedule a delivery to my address three times. Each time, they call me the night before to ask me to confirm the delivery for the next day. They don't ask me to schedule a delivery, they just give me a delivery window for the next day, meaning I have to stay home from work on short notice. I then have to confirm over the phone that I will be home, then they also immediately send me a text asking me to confirm as well.For the first delivery phone call, I did not confirm because they said the order was from *********** I thought it was spam. The delivery driver showed up on that day while I was at work, even though I did not confirm.The second and third deliveries I received a phone call to confirm a delivery window for the next day, and both times I confirmed. Both times, nobody showed up. I stayed home from work for two days, for nothing. It's been over a week since, and I have received no communications from them. I would like to receive my mattress.Hub Group/NSD Order Number: ********

  Business Response

  Date: 12/23/2023

  *********** apologize for the delay of your delivery and any inconvenience we may have caused you. Looks like our terminal have been trying to reach you at Daytime Phone: ************** but no one answered. I have submitted an urgent request to have someone contact as soon as possible to reschedule delivery. If you have questions, please feel free to contact to us ********************************** thank you.
  

• Initial Complaint

  Date:12/02/2023

  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.

  Order number 38021084.This order was delivered incomplete on 24 November 2023. The company did not deliver one of the pieces of this couch, which was left at the warehouse. Since then, Hub group has been unable to give any updates on whether this piece was lost, or any information about whether it would be delivered, despite numerous conversations with customer service. **************** is terrible. Agents refuse to track down this status. We continue being told someone will call us within 24 hours, no one ever does.Hub group told the vendor that the piece was located and would be delivered yesterday. Clearly, no delivery took place and no one contacted us. BBB is our last hope to have this delivered in time before we depart for extended travel and will be unable to receive the item. If this item is lost, Hub Group needs to notify us so we may seek a replacement/refund.

  Business Response

  Date: 12/04/2023

  Hello,

        We apologize for the delay and difficulty with the remaining portion of the sofa being delivered.  We are awaiting the final conformation from the local terminal that the item has been located and to confirm the date for delivery.  Based on a status the local terminal may have reached out to the customer on 3rd but we are awaiting confirmation that is accurate.  We will advise the customer further once we have that validation. 

• Initial Complaint

  Date:12/01/2023

  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.

  On 11/12/23 I purchased an item on Amazon.com app. ORDER # ***-1224109-5103412. I had to choose a delivery window upon checkout as I had to be home to sign for the item. I chose a delivery window on 11/29/23. My item would never arrive. On 11/22/23, I received a suspicious text message (which I immediately deleted as it appeared to be spam or a scam and was suspicious). The text did not include who it was from or include any details other than my name and address. Later that night I opened my Amazon app to see that there was a delivery attempted on my purchase and the delivery company would reschedule. I received a suspicious call several days later from +7(347)435-16-6. I didn't answer since my phone said the call was coming from ******. On 11/28 I received another one of those suspicious texts saying my delivery was unsuccessful. I was able to find out the delivery company name through Amazon which was NSD. I attempted to go to their website which was listed as *******************************************. When I attempted to go to the website, I thought I had typed it in wrong because I was taken to a Hub Group website. I typed in the website again and was taken to the same Hub Group site. There was no mention of NSD on the Hub Group site, but I put in my tracking number from Amazon and my item history came up. I tried to speak with a customer service representative from ******************** via phone - I was on hold ************************************************** back when someone was available (still haven't gotten a call back). I tried multiple times to speak to someone via chat on the Hub Group website and the only response I would get is "Please allow 24/48 hours for the terminal to respond to you" which they never have. Supposedly my item was to arrive today, however I never received it. I've been home twice this week waiting for my item and it never came. My inability to reach a real human at NSD and all the weird numbers contacting me with no name leads me to believe NSD is a scam.

  Business Response

  Date: 12/04/2023

  Hello,

        We apologize that our call volumes are extremely high at this time which we understand make it difficult to communicate with our customer service team.  We have advised the local terminal to check their scheduling system to ensure the communications being sent do include the order details we require that would validate any communication being sent.  We are also investigating the delivery attempts that the local terminal advised us occurred on 11/22 and 11/28 to verify there validity.  Our records indicate that we received notice on the 1st from Amazon to have the order cancelled and returned to them and that request has been processed.  We do again apologize for the inconvenience this situation has caused.

  Customer Answer

  Date: 12/06/2023

   
  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.
  

  I was able to receive a refund from Amazon and will be purchasing the item instead from a source with a more reliable delivery effort. 
  
  Sincerely,
  
  *****************************