Been an owner-operator in the Southeast for 18 years, and we moved our e-comm fulfillment to GXO last winter. Robotics and their conveyor set-up crushed throughput compared to our old local 3PL, but recieving notices, weird chargebacks and a distant support team have made daily life more of a headache - faster, yes, but not necessarily better.
When a Black Friday overflow doubled our pallet count overnight and our in-house staging backed up, GXO ramped space and labor within 48 hours and billed at the contracted per-unit rate rather than surprise surcharges. My 30-truck West Coast operation, after ten years of chasing opaque invoices, found that single thing - clear, predictable pricing - made the higher headline rate worth it because it removed weeks of reconciliation and unexpected line-item hits.
Three years with GXO and their support still surprises me. What kept me as a customer was one person: our account manager who called every morning during a holiday returns spike and actually fixed the bottleneck instead of passing it around. I run a fleet of 20 trucks in the Northeast, so when returns piled up it could have wrecked schedules - instead she coordinated weekend labor, rerouted a couple loads, and got the backlog cleared in 48 hours. Their ticketing portal is useful, but it's that daily human follow-through and clear ETAs that really made me happy. If you want someone who picks up the phone and owns the problem, GXO delivers on that.
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