Hub Group, Inc. Avis 137

This company is contracted by Home Depot to pick up returns from the customer. I have scheduled and confirmed multiple pick ups. No one ever shows up. Home Depot claims it is not their problem and Hub Group has excuses like, the terminal is closed, we can't contact the driver, etc. I can't get my money refunded for damaged merchandise unless the return is picked up and returned to Home Depot. Why do I have to be held hostage financially and mentally by these corporate bullies? This isn't rocket science. When is someone going to start holding these companies responsible for their unethical business practices?

Awful company and people. Crooks. They picked up a set on mattress from my home on Monday, March 24, 2025at 12:50 p.m. At 1:18 p.m. they stated the pickup was canceled. Now they company wants me to pay for mattresses I don't have. I also have a picture of the driver.
There business practices are the reason they do business under so many different names.

Where to begin? They were supposed to do a “white glove” delivery of a piece of furniture from Castlery. They scheduled without verifying (multiple times). I called and used their online chat to try to schedule for a time when I would be home. When I was successful arranging a time, the delivery didn’t show. This happened twice. One agent blamed me for the issue, and told me that I needed to take whatever time they gave me because they had multiple deliveries to arrange, which is (I think) not how “white glove” works. Once I scheduled on the phone with an agent, then immediately got confirmation by text and email for the wrong date. When I called back they told me to just ignore it and another confirmation would automatically generate the next day. It did, but it didn’t show and the next day I got another confirmation for yet the following day. This has been going on for 2 weeks, and I’ve told Castlery I’m just going to cancel the order because it does not appear that I will actually receive the furniture. Meanwhile, the company has continued to confirm for Castlery that the delivery is coming. “Over it” doesn’t begin to describe how I feel.

This company is horrible! If you can avoid them - do it! They delivered and installed me dishwasher that I purchased from Costco and ruined my countertop. They took a 3 inch gouge out of my countertop right above the dishwasher. Upon filing a claim I found out that the installers took before and after pictures of the dishwasher and countertop, and was informed by Costco that the pictures clearly show the damage was not there in the before pictures. Yet they are still denying liability! My advice is take lots of before pictures of the area in which the installation is happening (which I'm thankful that I did as well since they won't share their pictures) and file a report with the company you bought the appliance from, call your insurance company but also get their insurance company information, and then file a complaint with BBB. They are the worst and you need to make sure that you have the proof on your own- including video and pictures. My ring camera picked up the installers saying that they F'd up my counters! I can't wait to show them the footage! Stay far away from this company!

I placed an order with Home Depot. You never delivered it. I reordered. You have not delivered my second order. Live chat or phone call, all I get is 24-48 hours and you will get back to me. NEVER happens. I ask for a manager, people in your own company can't find one to talk to. I get transferred but all I get is an answering service and no call is ever returned, if I am lucky, but usually, just endless music. You are without a doubt the worst company I have ever dealt with.

They should be banned from doing business! I don’t understand how they are still getting customers. My package was marked “out for delivery” for three days straight. When I called to inquire, they said that they didn’t have it on the truck this whole time. Amazon calls them and they tell them a whole different story (they didn’t have the tools to carry it). These people are a joke and should be banned from doing logistics ever! How many complaints can one company get before their clients see that hub group is just a joke and they do not have any professionalism

I have dealt with several deliveries from the Hub Group. Most contracted by Home Depot. They are absolutely the WORST delivery company I've ever been FORCED to use.
Purchase something from Home Depot that requires delivery, the opportunity to choose the contracted delivery company is not afforded.
Most recently, I purchased a dish washer from Home Depot. The delivery date was about a week later (way too long). On the delivery date, the Hub Group showed up and I watched from my house as the delivery men thrashed the dish washer out of the truck. At one point, dumping the dishwasher on it's side.
When the got it to my front door, there was a very noticeable dent and scratch in the front. Of course, I declined the delivery and had to schedule a replacement delivery. About 2 weeks later.
So we waited nearly a MONTH from the point of sale to have the dishwasher delivered TWICE.
On the second delivery (yesterday) the delivery/installers came inside the house, looked at the existing dishwasher and proclaimed that the new one would NOT FIT.
They gave me a word salad about why the new dishwasher would not fit and returned it to their truck.
I contacted Home Depot as well as Bosch (the manufacturer). I gave the dimensions of the cutout for the dishwasher and was told that it should fit with no problem.
It did not matter as the Hub Group refused to bring the dishwasher back and install it. They just didn't want to do their job.
Later that day, I went to Sargent Appliance, gave them the dimensions of the cutout and told them which dishwasher I wanted and was told that this would not be an issue.
The delivery of the SAME dishwasher is now scheduled for tomorrow. I will follow up on this review to report on the installation and why the Hub Group is oblivious to Customer Service. THEY ARE THE WORST!!!

Finally, I must add that our purchasing relationship with Home Depot has ended. Of course, they would like to wash their hands and any culpability because it was the installer/delivery company that screwed up.
On the contrary, my contract when purchasing the Dishwasher was with Home Depot. Had it been with Hub Group (based on past experience) I would have shopped somewhere else. Home Depot TRIES, but falls short.
If you contract delivery and installation companies that are continually pushing customers away...then CHANGE!!!
Home Depot and Hub Group are married and both are to blame for it taking a month to fulfill an freaking dishwasher order. Done with Hub Group and finished (BOYCOTTING) Home Depot

I wish I could give negative stars. How are these people still in business?? Absolutely awful delivery service. I selected a date weeks in advance, and then I get a text with the wrong date. I call to make sure to clear up the confusion and they assured me that I was scheduled with the original delivery date. It’s the day before and my scheduled delivery is no longer scheduled? Who canceled it? They have no record. I’m contacting Casterly to assure they never use this delivery service again.

They seem to use only the hours between 1 PM and 5 PM. They have never arrived. They called saying they couldn't find me. That was because they were 300 miles away with 20 minutes to go. Home Depot had to send their truck to pick up a 28-pound box. I called Hub three times and it sounded like a drunk party was going on. This company makes FedX and UPS look like angels.

F*** this company, not sure how they are still in business we should all do a class action lawsuit. Amazon should def choose somewhere else to not make itself look bad.

Hub Group gave me a delivery window so I took the day off of work to be available. I received a text saying they were two stops away. Then I received another text an hour later stating they had canceled the delivery. When I called customer service they could not get in touch with their drivers to figure out what happened. They are very unprofessional and are not easy to get in contact with.

Review for Hub Group Logistics:

I had a deeply frustrating experience with Hub Group Logistics that I feel compelled to share. I scheduled a pickup for a returned item, and they provided me with an exceptionally wide pickup window of 8 AM to 8 PM. I planned my entire day around this, even missing work to ensure I was available for the pickup.

Unfortunately, despite waiting at home for a full twelve hours, no one from Hub Group ever showed up. I tried contacting their customer service for updates, but I received little to no assistance. Their lack of communication and reliability is unacceptable.

I understand that things can happen, but a pickup window of twelve hours should guarantee at least some level of service. Instead, I was left feeling ignored and frustrated. I cannot recommend Hub Group Logistics based on this experience, as they did not fulfill their commitment or respect my time. Look elsewhere if you want a reliable logistics partner.

HORRIBLE COMPANY. Unreliable delivery service and nonexistent customer service. If you live in DC/MD/VA area, STAY AWAY and DO NOT USE. I live in MD and ordered some furniture from Castlery. Hub Group initially gave me an automated phone call/email to schedule a delivery on a specific date with a window of 8AM-8PM. Fine. After waiting for 12 hours for the delivery on that day, Hub Group unilaterally postpones my delivery to 5 DAYS later without any notice. I only found out by refreshing my delivery status page, which suddenly showed a new delivery date of 5 days later. I try to contact customer service but to no avail, Hub Group has NO CUSTOMER SERVICE other than an out-sourced chat function that half of the time has "connection issues" and any agent connected will just read off of the delivery status screen already available to you. It is now past my secondarily forced delivery date and I will be cancelling my order somehow, if I can ever reach any person who has any degree of care. They will NEVER DELIVER, then stonewall you. Horrible, horrible company, stay away if you want your purchased good.

O stars...worst ever. I was contacted to schedule the delivery of this package and confirmed it online for 12/2/24 between 7am and 11am. When no delivery happened after waiting 4 hours, I called Group Hub and was told that we never received a confirmation (1st lie). I sent the one we received in writing and was told that they are delivering tomorrow. I then called Amazon and spoke to Magda, she called and was told they tried to deliver at 11:06am and we were not home (lie 2) , both my husband and I were sitting on our second floor porch the whole time, unless the truck is silent and invisible. Magda says they will come tomorrow between 7 am and 11am (lie 3). I then receive the same online confirmation for tomorrow between 6:48am and 10:48am. I don't need lies, just my package. Will update when they dont show up tomorrow. We need to get this shipper banned.

Horrible company, horrible service, never called to sep up a delivery window and the delivery guy called only 15 from arrival time. Explained I wouldn’t be home on such short notice and they reschedule my delivery for a week after. Zero accommodations for their mistake. Horrible attitude, lady named Tia refused my request to speak to a supervisor several times. All around horrible! Not sure why Samsung is using this unprofessional company for their deliveries. Spending so much money on Samsung appliances to have to deal with these nasty people’s attitude.

Garbage company!! No communication, very nasty angry customer service at flint mi terminal when they finally delivered the items were loaded wrong with the smaller items underneath the heavier larger items.... They never called 30min ahead of time and just dropped and laid flat when it was clearly printed on box "this side up".... If I ever have a choice, I will never use them and I will pass that along to others

Phillip's grandfather would be very disappointed with how his grandson has tarnished his company name and legacy

I stayed home all day to receive a delivery and they never delivered it.

Watch Out! Home Depot uses this outfit to deliver their appliances. Their crew damaged our driveway and lawn and still won't send a damage payment like they promised after we had to sign a release. That was 10 Months ago! We got 3 estimates for $1300. to repair our property. They only agreed to $600. and they have yet to send a check after we came to a compromise. Home Depot just passed the buck and said it was between us and Hubgroup. You better think twice before using this shady company. We got screwed by them...

This is the most shady delivery company ever! They were supposed to deliver my package on September 19. They did not show. I called for an update and was informed that they’ll let me know when they are in the area to deliver the package. They do not give you an option of choosing a time that’s most convenient for you. They schedule deliveries without your input and then when you call to let them know that the day that they scheduled does not work for you, they tell you that they cannot change the delivery date/time and will redeliver when they’re in the neighborhood (i.e., on their own terms, despite me needing to be present during delivery).

This company should not be in business and the people answering the phones should not have jobs.

I wish I could give the company a -0!
They are a joke, hard to contact and once you are able to contact them, they repeat things like if you are stupid.
I was scheduled by Brian to get the delivery from 2-5pm. So I stayed home to receive the delivery and at 3:45 pm I started getting calls to schedule my delivery. What a horrible experience and NOBODY cares!
Then, to contact the supervisor is a hassle!