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:11/29/2023

  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.

  We bought a door at ********** and our contracter told us it was the wrong depth. We called HD two weeks ago to order a new one and arrange the return of the incorrect door. We were told we would get a call to arrange pickup, which we did. I was unable to take the call and when I tried to call back, I was on hold for almost an hour. I then received this email:"We are attempting to reach you to schedule a pickup on behalf of **********. We are looking forward to speaking with you and want to ensure we service your needs in a timely manner. Please contact us via email at ******************************************* or at 1-(833) SHIP-NSD ***************) at your earliest convenience"I emailed them, 4 times, no reply. I called several times, stuck on hold. I tried their online chat - no response. We called ********** and they cancelled that request and started a new one. We got an another email from NSD on their behalf saying they tired to call us, which they did NOT this time. And now I am stuck in the same cycle. Their tracking shows they are pickup up this Friday from 5am to 9am, but ********** told me they wont pickup until they confirm with us, but I cannot confirm. I run an online store for my company and I ship 50 orders a week with several different LTL carriers and this is by far the worst.

  Business Response

  Date: 11/30/2023

  Hello,

        We apologize for the delay with the pickup being scheduled and for any difficulty in reaching us.  Our records indicate the customer was contacted today by the local terminal and a pickup appointment was confirmed for Friday, December 1st between 1pm and 5pm.

• Initial Complaint

  Date:11/20/2023

  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.

  ******** ordered through JCPenney, they outsourced shipping to Hub Group. Over a $2700 purchase. We were assured white glove delivery. They did not give us a delivery date as promised, just showed up at our door. Tracking ********. Not only were they highly unprofessional and rude, but they dragged my mattress through the mulch of my newly landscaped yard, and into my new build home. With that, they marked up the entire stairwell, and instead of maneuvering the mattress around the half wall, they made a sad attempt to push it over it. Which resulted in the paint and edge of the half wall being rubbed completely off. They had us sign a delivery paper prior to them completing the delivery, and all but ran out of the house prior to us being able to inspect anything. They not only banged up the walls, but also put the mattress in the wrong room. When we filed a claim, the company said they interviewed the movers and they said nothing was damaged, so we were denied. Even with photographic evidence submitted. Absolutely unbelievable, the WORST delivery experience I've ever had.

  Business Response

  Date: 11/21/2023

  *****-thank you for sharing your experience. We apologize for any inconvenience caused. We understand the importance of reliable delivery service and are working to address this issue. We appreciate your feedback and will share it with our team to improve our services moving forward. Please email us at ***************************************************** please if you have any questions contact us at ********************************** thank you.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20895739
  
  I am rejecting this response because: I already reached out to the property damage email address provided on November 3rd, filed a claim and was denied after 17 days of waiting. This is not a solution, but another hoop to jump through. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/27/2023

  Hello,

         We apologize if the claims department denied the claim for this incident.  We would advise to respond to the denial to dispute the denial with the claims department as they would be able to further assist with this matter.  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20895739
  
  I am rejecting this response because:

  That was also done, I replied directly to them and have yet to receive a response. 

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

• Initial Complaint

  Date:10/30/2023

  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 doors from *********** Hub Group said they delivered my order of doors on October 10. They did not. I had ********** contact them about this on October 17. I was told I'd have an answer in 3 business days. As of October 30, I still don't have answer. I then called them personally on October 25 and was told I'd have an answer in 3 business days. As of October 30, I still don't have an answer. These people have $2,000 worth of my merchandise and refuse to tell me where it is and when I can get it.

  Business Response

  Date: 11/01/2023

  Hello,

        We apologize for the delivery delays and difficulties,  Our records indicate delivery to the customer was completed on October 31st.

• Initial Complaint

  Date:10/09/2023

  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.

  Hub Group failed to deliver a lawn tractor ordered from a big box store. Tracking shows it out for delivery 3x in the past 3 weeks but no delivery was made. Call their support line im told that they have to escalate the issue and I never get an answer. Item is missing with Hub Group for 3 weeks now. Avoid this company or lose your shipments with them.

  Business Response

  Date: 10/10/2023

  Hello *****- Hello,
  
  Thank you for contacting HubGroup Final Mile.  We sincerely do apologize for the inconvenience.  I have submitted an escalation for this order.  Our management team will be resolving these issues as soon as possible.  Again, we apologize for your delivery experience. If you have any questions, please feel free to contact us at **********************************.
  

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20713473
  
  I am rejecting this response because:  when your driver did finally arrive, 2 weeks late, without notification, he proceeded to back his truck into my driveway tearing down cable and phone lines and causing a police response.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/27/2023

  *****- Hello,
  
  Thank you for contacting HubGroup Final Mile.  We sincerely do apologize for the inconvenience. If you would like to file a claim please email us at *************************************** and send any pictures to better assist you. 

• Initial Complaint

  Date:08/31/2023

  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 purchased a dresser and chest of drawers from ********************** in May and they hired Hub Group/NSD to deliver the items. At the time of purchase I was informed it would take 4-6 weeks for the delivery. At the 6 week make to received an email saying the items for scheduled for delivery and I would receive a delivery date shortly, but after a week when I never received a date or my items I called in. The items were re-ordered and a couple of weeks later Hub Group/NSD attempted to deliver the chest of drawers and said they didnt have a dresser on the order. I refused the chest of drawers and the driver said he would inform the company that the order was incorrect and a re-delivery would be scheduled. On August 18th Hub Group/NSD came back and said the order was right. They dropped the boxes in my living room, took pics of the boxes, said they didnt need my signature when asked, and left. The dresser had someone named ************************* with a ****************, ** address on the label and its black. My pieces are grey. I immediately called the driver back and he asked me to send pics of everything, and he would tell Hub Group/NSD, so they can schedule a pickup and find my item. I did as requested and called every other day since August 18th and I still dont have a resolution. I continue to be told (even from management) that there will be an answer to the problem in 24/48 hours. I want this black dresser picked up, my grey dresser delivered, and a $200 refund for the total inconvenience of not having what I paid for and for having to continually call about this matter.

  Business Response

  Date: 10/13/2023

  Tracking#******** Waiting on conformation that order was corrected. Once I receive it I will respond with the update.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20547117
  
  I am rejecting this response because:
  
  This is the same tracking number for the order I submitted this claim for.  They NEVER called me back to pick up the wrong dresser and/or deliver the right one.  This company is full of games.

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

  Business Response

  Date: 10/16/2023

  Kitty 36719812 is an order from ************************ need of assistance, please contact us at **********************************

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20547117
  
  I am rejecting this response because: The tracking number starts with 376 not 367.  The pics of everything has been attached.  Like I said, this company is full of games.  In the previous reply from the company sent through here had the correct tracking number.  The item was delivered and the company was informed of it being the wrong on August 18, 2023.  Its October 17, 2023 and I have yet to hear back from the company, despite all the calls Ive made; and now they expect me to email them.  For what?  Whoever sent this response isnt even paying attention to make sure the have the right information.  Why would I complain now about something from 2022?

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

  Business Response

  Date: 10/18/2023

  Tene- Sorry about your delivery experience and any inconvenience we may have caused you. Unfortunately, you will need to contact your place of purchase in order for us to return to pick up the item. We delivered what was shipped to our terminal. Please contact **************** to make necessary arrangements for pickup and corrections. Once you have a return pickup tracking number and new delivery tracking number, please contact us at ********************************** to schedule pickup and new delivery.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20547117
  
  I am rejecting this response because:

  Purchasing Power did that already. I tried every possibility prior to reaching out to BBB.  Dont worry about it.  Im tired of all the back and forth without any resolution.  I did that for weeks prior to this step.  Im done.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/29/2023

  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 placed an order online with ********** for a tiller on July 22, 2023. As of today Aug. 29, 2023, I have still not received the product. I have tried to reach out to customer service at ******************** with no luck. I have reached out to ********** on several occasions. My original delivery date was Aug. ******it has since changed multiple times. According to tracking it has been in the **********, ** terminal for 6 days. This shipping delay is unacceptable and no reasonable resolution has been made to correct it by either company. I will be more than happy to provide tracking number or order number to the correct corresponding business.

  Business Response

  Date: 10/13/2023

  Our records show this order was delivered and signed by the customer ********.

• Initial Complaint

  Date:08/24/2023

  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.

  The company emailed me on August 7th about a delivery of a chair I ordered to be delivered between 1-4pm. The email stated the driver would call 30 minutes prior to delivery. No one called. No one showed up.Fast forward to August 25ththey STILL have not delivered the chair I ordered. The furniture store has contacted them to see about scheduling a delivery date and time, but nothing has happened yet.I have tried emailing Hub Group. I have tried calling Hub Group. No one answers emails. No one answers the phone.Their tracking system is a lie. Nothing listed under the tracking number provided to me by the furniture company is correct. Lies, lies, lies.

  Business Response

  Date: 10/13/2023

  Tracking # 37669949 Waiting on conformation that order was corrected. Once I receive it I will respond with the update.

• Initial Complaint

  Date:05/23/2023

  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.

  I scheduled a return for the *********** NSD was the service provider to pick up the product. From my porch they grabbed a $450 air conditioning unit instead of a ~$30 vacuum bag. They have since been unresponsive to calls, chats, and emails asking for the air conditioning unit to be returned to my house.My request is for them to return the air conditioning unit.

  Business Response

  Date: 10/13/2023

  Tracking # R7245762 Waiting on conformation that order was corrected. Once I receive it I will respond with the update.

• Initial Complaint

  Date:02/02/2023

  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.

  Application status was not given as required from company.

  Business Response

  Date: 10/13/2023

  There is no name or tracking number unable to locate this case.

• Initial Complaint

  Date:12/20/2022

  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 can not get any response from *** shippers, part of HUB group, They do not answer the phone, and they do not respond to emails. They do not work in a timely manner. My product was received on Dec 17, 2022, at their *********** Hub...it now sits there, 1 hour away, with a delivery date of Dec 31, 2022. 11 days to move 1 hour up the road? After a 20-minute wait, I got someone on chat who would not let me speak to a supervisor. He disconnected and ended the chat with no resolution to my issue, other than "escalate"...which is a buzzword they all seem to use on all chat lines. . This company should not be in business

  Business Response

  Date: 10/13/2023

  Our records show this order was resolved and delivered on 12/23/22.