Freight Deliveries 101: What’s Going On With XPO (and How to Protect Your Delivery)
If you watched our video, you already know this: we wish this update were all “what’s going right.” But the reality is that since October, Lindsey and I have been consistently frustrated with what’s been happening with XPO and freight delivery in general.
This post is the written companion to the video—so you can save it, share it with your team, and reference it on delivery day.
Our goal is simple: empower you with what to expect (and what not to expect), so deliveries go smoother and we can fight unfair charges when things aren’t done correctly.
The Big Picture: Freight Is Built for “Dock-to-Dock”
Most freight carriers—whether it’s full truckload or LTL (Less-Than-Truckload)—are used to one thing: dock-to-dock delivery.
Driver backs up → opens the truck → finds someone → then waits while you unload.
But we often pay for (and note on the BOL) extra services like:
- Appointment delivery
- Liftgate
- Inside delivery / threshold delivery
Here’s the problem: just because it’s on the BOL and paid for doesn’t mean it gets done. And that’s where everyone gets frustrated—especially you.
We’re basically “the 1%” asking freight to do what they don’t normally do.
Step 1: Before It Ships — You Must Communicate With Lindsey
When your shipment is ready, Lindsey will call you. That call is not just a courtesy—it’s how we avoid disasters like:
- The shipment lands when you’re closed
- No staff is available to receive it
- Your hours don’t match the terminal’s delivery window
- You can’t accept within the delivery timeframe
If the timing won’t work, tell Lindsey immediately so we can hold it here instead of losing control once it’s in transit.
Even if you’ve done 22 shipments with us and you’re an “old hat”:
- Answer the phone
- Read the email
- Confirm you can receive within the transit window
Step 2: Read the Shipping Email (Yes—Every Point)
Lindsey’s email includes:
- Expected transit timing
- Your PRO number
- How to contact the terminal
- What services are requested on your BOL
- Important “what could go wrong” notes
Even if you think you know it—please read it. There’s often a small detail that saves the day.
Step 3: Unknown Numbers Matter — It Might Be the Terminal
Terminals often call from odd numbers. If you don’t answer, they may claim:
- “Customer didn’t respond”
- “Couldn’t schedule appointment”
- “Attempted delivery”
If you know freight is coming:
- Keep your phone close
- Make sure the number we have is correct
- Answer unknown calls for that window
Delivery Reality Check: Don’t Count on the Driver Calling You
Sometimes a driver will say: “I’ll call an hour before.”
Do not rely on that.
Your best rule is: assume it arrives within the transit window… plus about two days of unpredictability. That’s why the pre-shipment call matters so much.
The Three Charges We Pay For (and Need You to Watch)
These are common accessorial charges we’re billed for:
1) Appointment
They’re supposed to schedule it. Sometimes they don’t.
2) Liftgate
Needed if you don’t have a dock and the freight must be lowered from the truck.
3) Inside Delivery / Threshold
Bringing freight past the threshold (not just curbside).
Important: Inside delivery typically cannot include stairs. Ramps are usually okay. Stairs (up or down) are usually a no-go.
The Two-Wheel Dolly: We Request It, But You Should Have Your Own
We often request a two-wheel dolly, but:
- Drivers forget
- Terminals don’t always provide one
- The driver may show up with nothing
Our recommendation: have your own dolly on-site. That single tool can turn a stressful delivery into a smooth one—and puts you back in control.
Time Starts the Moment the Truck Arrives
Once the truck arrives, you’re on the clock.
Typical “free time” windows (varies by weight/classification):
- Around 15 minutes for lighter shipments
- Around 30 minutes for heavier shipments
And here’s the kicker: weight doesn’t always match complexity. You might have 4 barrels (heavy but simple), or 60 items (chaos)… and the clock still runs.
What we recommend:
- Have staff ready before the truck arrives
- Start moving immediately
- Don’t let the driver stall in the cab (that time can become a charge)
Be politely assertive: “Hi—can we get this started? We’re ready to unload.”
Take Photos (This Is How We Fight Charges)
Freight disputes often become a “he said / she said” situation. Photos help us win.
Take:
- A photo when the truck arrives (timestamped)
- A photo when the truck leaves (timestamped)
- Photos of any issues (missing services, damage, refusal, etc.)
If we get hit with extra charges later—this proof matters.
Very Important: Do NOT Let Them Take the Pallet Wrap/Plastic
If the driver voluntarily takes the pallet wrap/plastic, we can get charged for “debris removal.”
If they offer to take it: refuse. It must stay on your premises.
If the Driver Refuses a Service: Don’t Fight—Document It
Even if it’s on the BOL, a driver may still refuse.
Do this:
- Politely ask: “Is it listed on the BOL?”
- If they still refuse, say: “Okay, thank you.”
- Write it down (time, what was refused, driver name if available)
- Tell Lindsey—we need it to dispute charges
Pro Move: Get the Refusal Recorded With the Terminal (On Speaker)
If a service is refused, you can ask the driver: “Would you call your terminal and let them know inside delivery wasn’t performed?”
If they won’t—or you want to lock it in:
- Call the terminal yourself
- Put it on speaker
- State your PRO number
- Say clearly: “I’m standing with the driver. The BOL states inside delivery was required and it was not performed.”
- Ask the driver (while the terminal listens): “Is it true you refused inside delivery?”
Now it’s recorded with the terminal, which helps later.
After Delivery: Email Lindsey a Quick Issue Report
If anything went wrong, email us with as much detail as possible:
- Appointment not set
- Inside delivery not provided
- No liftgate
- No dolly
- Driver was rude / refused services
- Timing issues
- Any extra charges threats
We copy/paste your report to our sales manager and use it to fight billing issues.
Are We Switching Carriers?
We are looking at other carriers.
The challenge is:
- Fees can be astronomical
- Some carriers won’t even offer the services we need
So yes—we’re working on it, but we are not promising a miracle overnight.
In the meantime, the mindset that will save your sanity is:
Expect less. If the service happens, you’ll be pleasantly surprised. If it doesn’t, you’ll be ready.
Final Takeaway: The More Informed You Are, the Better This Goes
We know this isn’t the update you want. We don’t want it either.
But if you follow the steps above, you’ll be able to:
- Receive freight faster and with less stress
- Prevent avoidable delays
- Protect yourself and your team
- Help us dispute unfair accessorial charges
And most importantly: get your deliveries in a timely manner without everyone being constantly frustrated.
If you have questions, email Lindsey—we’re happy to help you navigate it.
Quick Delivery-Day Checklist (Copy/Paste This)
- ✅ Answer Lindsey’s pre-shipment call
- ✅ Read the shipment email + save the PRO number
- ✅ Expect calls from unknown terminal numbers
- ✅ Have staff ready before estimated arrival
- ✅ Have your own two-wheel dolly on hand
- ✅ Start unloading immediately (clock starts on arrival)
- ✅ Take timestamped arrival + departure photos
- ✅ Do not allow wrap/plastic removal
- ✅ If services refused: note it + call terminal on speaker if needed
- ✅ Email Lindsey with any issues ASAP
Thanks again for your business. We’re working hard to make this smoother—until then, we’ll keep pushing for better outcomes and we appreciate your patience.
