Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  Hewlett-Packard Company - Sales & Support Office

  4600 commerce crossings Louisville, KY 40229

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:10/24/2025

  Type:Service or Repair 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.

  ** Support is impossible to deal with. I contacted ** Support via chat due to a chronic issue with the ** Envy 6555e printer that I purchaded in July 2025. The first support person stopped responding. Later, I was assigned a second, then 3rd, then a 4th support person. They determined my printer has a hardware issue and that it could be replaced under the warranty. I was informed to call ** Support to move forward under the warranty claim. When I called I was told to call back because they were having system issues. When I called back a couple days later I was told that they had none of the information that was discussed in the chat. I started the whole story all over again but the staff member wouldn't listen. ** makes it so frustrating to resolve an issue!!! I am not proud of myself, I was unkind to the man and hung up. Now I have a piece of junk that I spent $170 on and no resoultion.

  Business Response

  Date: 10/27/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 10/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the next step of ** contacting me within the next few days to discuss a resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:10/21/2025

  Type:Service or Repair 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 10-18-2025 contacted ** for printer assistance. I asked the ** Chat if there was a charge and they said no and would have technician call me back. Received call from ** contracted printer technician (**** *******) did fix the issue but said not a printer issue but a computer issue - that I had no protection - and wanted to sell me HP Wolf computer protection. I said I had protection (******) and computer only a few months old. So then there is a charge of $249.99 for fixing my computer -- from ****************. After arguing that I did not want to purchase software and he getting angry I am now getting a bill through ****** for $249.99. ** has no easy way to file a complaint. I did repeat this information to the ** Chat but no response. Phone for technician ************ not registgered to HP or Global Solutions and checking it out found it is high risk spam.

  Business Response

  Date: 10/22/2025

  ** appreciates the customer bringing this to our attention. ** wants to assure our customers that ** takes cybersecurity and customer safety very seriously. Unfortunately, there are fraudulent organizations and individuals who sometimes impersonate ** in an attempt to mislead customers. While ** cannot account for these unauthorized calls, we are diligently working to identify and shut down such cyber-scam operations.
  HP strongly encourages customers to remain cautious when receiving unexpected calls or requests for sensitive information.HP will never ask for confidential details such as passwords or financial information over unsolicited phone calls. If you are ever in doubt, please contact ** directly through our official website or customer support channels.
  Our customer's security is our priority, and HP appreciates your vigilance in helping us combat these scams.
  Regards, ******* 

  Customer Answer

  Date: 10/22/2025

   
  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:10/17/2025

  Type:Billing 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.

  HP instant ink is a rip off. They charge you by the paper you use, not thank you use. They rarely send out ink cartridges. It take $70 a year from my bank account. What's even worse is if you cancel your instant ink subscription you cannot use your printer. You paid for your printer, but you can no longer use it. I will never buy another Hewlett-Packard product again in my lifetime. The CEOs and executives are way overpaid and underworked. They are making millions of dollars a year. Yet they find the need to take $70 a month from my bank account. I make $25,000 a year.Want to get out from underneath their stupid ink subscription and be able to use my printer without them taking money out of my account every month.

  Business Response

  Date: 10/17/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:10/16/2025

  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.

  On September 8, 2025, I sent my HP EliteBook laptop to ******* for repair under an active warranty because it was not powering on. The screen and all other components were in perfect working condition when shipped.** later informed me (only when I called them because they went over the time they promised) that the screen was damaged and refused to perform the warranty repair unless I paid for a new display, even though I never reported or authorized any screen issue. If the screen had been damaged, I would have included it in the original claim, as it was fully covered under warranty.** has now had my computer for over a monththree times longer than the timeframe initially promisedand has provided inconsistent and delayed communication. I have repeatedly escalated the issue to Customer Relations and the ******************************** with no resolution.The companys position is that any damage occurred before or during shipment, but I followed HPs official packing and shipping instructions exactly. Because ** and its contracted carrier had custody of the device, responsibility for its condition lies with them.I am requesting ** honor its warranty, repair or replace the device at no cost, and acknowledge the excessive delay and poor service that have caused me professional disruption and mental distress.

  Business Response

  Date: 10/17/2025

  Customer already has an Executive Escalations Case open, the highest level of escalations at **, and customer is working with an Executive Escalation Case Manager regarding the details of the customer's repair Order ***********.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Case #**********.
  Regards,******.

• Initial Complaint

  Date:10/16/2025

  Type:Order 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 canceled my hp smart account and now my printer will not connect to print anything unless I reconnect to hp smart. I did not buy my printer from them, nor am I under any contract with them. But yet they have locked my printer. I feel that this is clearly illegal and I would like for hp smart to release all holds and connections to my printer immediately.

  Business Response

  Date: 10/16/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 10/16/2025

   
  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:10/15/2025

  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 have been a loyal HP Instant Ink customer for nearly 10 years and have consistently been satisfied with the service until recently. Over the past few months, my printer began malfunctioningprinting on its own, often over 100 pages at a time, each with only one line of unreadable characters at the top. The only way to stop it was to unplug the printer.While this malfunction did not initially cause issues due to my rollover pages, it led to overage charges on two billing cycles:June 30 July 30, 2025: $10.50 August 31 September 29, 2025: $51.00 Total disputed amount: $61.50 On October 15, 2025, I contacted HP Instant Ink support to request a refund for these overage charges. I explained that the overprinting was caused by a malfunction and that I was not seeking technical helponly a refund or credit for pages clearly wasted by the printer error. The representative refused, stating there was no record of my prior calls (which was irrelevant, as the call I was referencing was happening in that moment).Ive been a paying customer for roughly a decade and have used multiple HP printers under this service. The unwillingness to issue a reasonable refund after years of loyalty and error-free billing is unacceptable. If this is not resolved promptly, I intend to dispute the charges with my credit card company and cancel my Instant Ink subscription.

  Business Response

  Date: 10/16/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.

  Regards,*******

• Initial Complaint

  Date:10/14/2025

  Type:Order 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 bought an HP printer (HP color laserjet pro MFP 4301 fdw) on May 6, 2025. I used this printer mainly for printing and copying for which the printer worked well. In September, I tried to set up the scan to email option and was facing difficulties as the setup wasn't working. On Sep 22, I reached out to ** support and requested their assistance ***********). The ** **** *******, took control of my screen and tried to set up the process herself. However, she was unable to as there was an option missing (under server authentication, it shows "server does not require authentication" and nothing else. There should be an option for "server requires authentication" too which is missing. Refer screenshot). The ** *** created a ticket and said she will look into the issue. On Oct 2, she emailed mentioning that they couldn't find a resolution and would need to send a service *** to my home. However, the service *** called me and said as this is a software issue, he cannot help. I've been trying to reach out to ******* and ** on emails requesting next steps. I have been ignored completely and I'm not getting any responses. The option to scan to email is a core requirement and I need it fixed. If not, I need a reimbursement or a ***lacement (a new one, not an old serviced printer) as a resolution. I spent $591.71 on this printer and I expect a resolution quickly.

  Business Response

  Date: 10/15/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 10/20/2025

   
  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:10/12/2025

  Type:Sales and Advertising 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.

  ** uses a software that block user from using 3rd party ink cartridges.this has to be the most moblike behavior from a business ******* would be like **** turning off your car unless you buy their specific motor oil.....i dont understand how this is even allowed.

  Business Response

  Date: 10/13/2025

  ** printers with Dynamic Security may block third-party ink cartridges that use non-** chips or modified circuitry to protect printer performance, safety, and intellectual property. This security feature aims to prevent damage caused by inconsistent third-party inks, which ** has shown to have historically led to clogs,leaks, and printer failures. While the use of non-** or refilled cartridges does not automatically void the ********** Warranty, ** will charge for repairs if damage is attributed to such cartridges, and the warranty is void if the printer is used with modified systems like continuous ink setups. Although it is possible to undo firmware updates through third-party methods, ** does not support or perform these actions and recommends using only genuine ** cartridges or those with the ** Dynamic Security chip.

  Regards, ******* 

• Initial Complaint

  Date:10/10/2025

  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.

  About 2 months ago ** sent messages saying the printer I was using was not going to work for much longer. They said it needed to be replaced. About 3 weeks ago I agreed to replace the printer for a new one. The new one they sent worked for a week then stopped connecting. Yesterday I was on the phone over 2 hours trying to get the issue resolved. I asked ***** to just send a replacement printer for the faulty one. He informed me that he need me to enter credit card info in order to replace the faulty printer. Today I called back and it took over an hour they refused to send the printer unless I gave them a credit card. Because I NEED a printer for my work I finally agreed to provide credit card information but feel this process is unfair, and borders on scam--I should not have to give them a credit card to replace there faulty printer. MY PRINTER SENT TO ME ABOUT 3 WEEKS AGO DOES NOT WORK! YESTERDAY I SPENT 2 HOURS WITH ***** AND STILL DIDN'T GET MY PROBLEM RESOLVED. THEY ARE REQUESTING A CREDIT CARD TO REPLACE A FAULTY PRINTER THAT WAS SENT TO ME . I FEEL THIS IS FRAUD AND UNNECESSARY AND HP SHOULD NOT REQUEST A CREDIT CARD to replace their faulty printer. ** is usually a reputable company but this should not be permitted.

  Business Response

  Date: 10/13/2025

  A new Escalated Case ********** was already opened for the customer on 10/10/25 and assigned to an HP AIP Escalations Case Manager.   ** provided the Case Manager with the customers recent ******************** feedback.
  The customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:10/10/2025

  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.

  In April 2025 I purchased an ** All-in-One computer (and Envy AIO 32 ****** serial number **********, order number ***********. Within a month, the device began to experience video-related problems that for a span of approximately 4 months I attempted to resolve with the ** help/support desk. Although at a certain point it was clear to me that the device was defective, ** was reluctant to process an exchange of refund; it finally relented and agreed to a ***air. I was sent packaging to return the device and promptly returned it for the ***air (service order BXFK757301) that **'s *** said would take about 10 days. Shortly thereafter, I received several automated emails saying the expected return date of the product would be about 2 months due to a parts delay. After telling the *** (a "customer escalations" person named Will), he offered me the option of a pro-rated refund of two-thirds the original purchase price, $1,406.66. I accepted the offer on August 26th, which refund was to be sent to me in check form by mail. To date, I have not received the check despite the Will calling me every week to inquire, and telling me that he will do something about my non-receipt of the refund.

  Business Response

  Date: 10/13/2025

  According to the notes in Case **********, a check number **********was finally updated on 10/09/25 by the Order Processors after the Case Manager had repeatedly requested the information for a month. Order Processors cited a "delay" in the buyback check processes. ** acknowledges that this situation could have been managed more effectively and regrets any inconvenience caused. Our customer's input is invaluable in helping us strengthen our processes and uphold the highest standards of service.
  Customer's comments will be reviewed and considered as part of our ongoing commitment to improving both **'s operations and the customer experience.
  **************** 

  Customer Answer

  Date: 10/13/2025

   
  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 received the check today in the expected amount by *** Express Delivery.
  
  Sincerely,
  
  ****** ******