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

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

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:07/16/2025

  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.

  I received the worst customer service trying to switch my printer to a new account. I had to call numerous times and spent numerous hours on the phone with different ***** I had already asked two separate times for supervisor to call me back and both times I never received a call. My longest phone call was hours long and I had explained to this *** that I had already called numerous times over the prior few days and explained what the issue was. He completely disregarded everything that I said and wanted to try to fix everything his way, which did not work. towards the end of the phone call I asked to speak to a supervisor again and was told one would call me back. I already knew from the previous 2 times that no one was going to call me back so I asked to be placed on hold. At that point, the *** pretty much gave up and said that my printer issues were because of my Wi-Fi even though my printer had already worked for months on my Wi-Fi and I explained to him what the issue was. When I finally got the supervisor on the phone and explained to him what needed to be done to fix the printer he completely blew me offand said that the *** had already told him it was due to my Wi-Fi and doing what I asked would be a waste of time. He basically called me a liar and disregarded everything that I said was wrong. The printer was showing a canceling icon because the*** had asked me to try to print something& being that the printer was still not working, It was trying to cancel the print job which has nothing to do with my Wi-Fi. If it was my Wi-Fi, the print job wouldnt even have made it to the printer. I also explained to him that my smart ink account was working and it said everything was fine and it was connected but he disregarded that too. The supervisor was condescending spoke to me like I had no idea what I was talking about, and nobody ever followed up with me after all the phone calls, and hours spent on the ********** part is, after all that I fixed it myself.

  Business Response

  Date: 07/16/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, ******

  Customer Answer

  Date: 07/17/2025

   
  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:07/13/2025

  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.

  For years, I have been paying 3.99 a month in order to have ink cartridges sent to me automatically. For years, I have not been receiving cartridges when I need them. I discovered that online, my printer was not communicating with the website. However, my printer is always available to print from my phone, or Chromebook. In the printer I have run WiFi and internet access reports and they all come back fine. The ** website tracks my paper usage just fine, but amazingly can never get my ink usage updated. I called customer support on July 11th. After they remote accessed my CHROMEBOOK, they told me my printer drivers were corrupted and I had toworms on our internet services and I tried to sale me a $300 Norton antivirus service. Thank God I know a bit about Chromebooks as I am the head of the technology department for my school. I immediately canceled my ** insta-ink subscription and will NEVER buy anything ** again. For someone to try to ******* me out of money, then give me some crazy story of printer drivers being corrupted when Chromebooks dont even have printer drivers, then tell me we have worms which is HIGHLY unlikely with a Chromebook, is insane!! Your support team needs to do better!! I have been cheated out of 3.99 a month for years and have never received the correct amount of ink without going through a ton of grief. Yet amazingly I have been charged for over usage of printing pages. ** insta-ink is cheating people out of money and it needs to stop.

  Business Response

  Date: 07/14/2025

  HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 07/14/2025

   
  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:07/11/2025

  Type:Billing 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 got an email stating I exceeded my monthly subscription count of pages printed by 3. I DO NOT recall making over 100 prints since last billing payment of May 10 and resolving this issue with customer service agent DID NOT clear the matter as I couldn&#**;t see the details and the agent disconnected chat before ANY response or explaination could be made! I have attempted to go through another but I know It will not be resolved before the next due date and I DO NOT like to pay for services and charges that are NOT clearly stated!

  Business Response

  Date: 07/15/2025

  HP All-in-Plan (AIP) Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 07/15/2025

   
  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:07/09/2025

  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.

  I am writing to file a formal complaint against ******* regarding a defective product that is still under warranty and the unsatisfactory level of customer service I have received while trying to get this issue resolved. On February 1st, 2025, I purchased a brand new HP Laptop 15-fd0081wm (Product ID: *******#ABA, Serial Number: *********** through ******** online. The order number is 2000129-21225045. The laptop started crashing and showing repeated blue screen errors. I contacted ** support multiple times, followed all troubleshooting steps, but the issue persists. I was advised to take the laptop to a local technician and was ultimately referred to Best Buy's Geek Squad. Geek Squad informed me that I would need to pay out of pocket for any repair since I did not purchase the device from Best Buy, and HP should be handling the repair or replacement under warranty.After two failed support attempts, I was told to visit Geek Squad, who said ** must handle warranty repairsbut ** keeps redirecting me with no resolution. The product is under warranty, but *** received no repair, replacement, or ********* this point, I am extremely frustrated and dissatisfied. Ive spent valuable time going back and forth between ** support and local repair options, and yet Im still without a functioning laptop. This level of service and lack of accountability is unacceptable.I am requesting one of the following resolutions:A full replacement of the laptop at no cost, as it is still under the manufacturer warranty, OR A full refund of the purchase price.Replace the defective laptop at no cost or issue a full refund. Ive spent weeks trying to get help and no one is taking accountability. Thank you for your time and assistance in resolving this matter. I look forward to a prompt response and resolution.

  Business Response

  Date: 07/10/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******

• Initial Complaint

  Date:07/08/2025

  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.

  I bought a printer about 15 years ago. I signed up for Hp instant ink. I have paid every month since then for ink. I only remember getting ink 2 times from the company. The promise from the company was that by signing up for instant ink you would never run out of ink. The *** would automatically ship. In May of 2025 I ran out of ink. I e-mailed the company 2 times requesting ink. I go no response. So I contacted ****** to stop payment. Then I got several e-mails from instant ink asking for an update on payment. I replied to each explaining why I stopped payment. Then instant ink cut my printer off! Each time I tried to print my printer would direct me to a website. ******************************. I found a phone number at this website. I**************. I have called 3 times now. I have been promised repeatedly that my printer would be released but I still cannot print. Each time I call they try to sell me a new printer and more instant ink. I have given them all of my information MANY times and to multiple people. Still cannot print on MY printer.

  Business Response

  Date: 07/09/2025

  HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:07/08/2025

  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.

  24 charges for ink never received totaling $328.78 Instant ink subscription is a scam. Called twice says account has expired, I need to update my card. Most recent call to # in statement a never ending phone tree. No live person to talk to. Charges still continue and amounts are not consistent. Most recent charges: 7/3/2025= $17.31 - 5/27/2025 = $17.31 , 4/25/25 = $15.14 , 3/27/2025 $15.14 (see attached for more info). I could have purchased 3 printers by now. This is fraud. I would like all charges reversed. Also, I havent been able to use my printer with the ink we have left! Printer has been great until now.

  Business Response

  Date: 07/09/2025

  HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:07/08/2025

  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.

  Complaint Title:HP Misleading Advertising and Delivery of Incorrect Laptop Features Complaint Description:I purchased an HP Omen Max 16 *** laptop (ordered directly from *** official website). The product listing and official promotional materials (including photos and description) advertised the following features:2 physical M.2 SSD slots A high-end vapor chamber cooling system (visible in product images)An RGB light bar located at the bottom front of the chassis At no point during the ordering or customization process did HP indicate that these features would be excluded or vary by configuration. Based on these claims, I purchased a second SSD in advance and expected the cooling system and light bar as shown.Upon receiving the laptop:Only one SSD slot exists The vapor chamber is not the same as the one advertised There is no external light bar, only basic keyboard lighting When I contacted HP support for clarification, they repeatedly avoided answering directly. They gave unrelated answers (e.g., defining M.2), misrepresented my question about the light bar (confusing it with keyboard backlighting), and finally told me they would no longer respond.This is a clear case of misleading advertising and deceptive product presentation. I am seeking either a partial refund, an exchange, or full refund for a product that does not match what was promised.I have retained:Screenshots of the original product listing Images of what was delivered Transcripts of the misleading customer support responses I request ******************** intervention so ** will acknowledge the issue and offer a proper resolution.Desired Resolution:Refund or replacement with the version as advertised A clear explanation of the differences Accountability for the misleading product representation

  Business Response

  Date: 07/08/2025

  ** Shopping Case Manager has been assigned. The Customer will be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:07/07/2025

  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.

  I purchased a HP ENVY6400 printer. Once I stopped paying for a subscription for consumables ( paper and ink cartrirdges), the printer stopped wroking. I called HP and learned that I cannot use this printer unless I repurchase more consumables ( which I already have plenty) but since I stopped the subscription, they no longer work in my printer. This is basically blackmail. I bought the hardware but it isnt usable unless you subscribe to the consumables.

  Business Response

  Date: 07/08/2025

  HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:07/07/2025

  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.

  Bought an HP 9730e printer on January 18, 2025. Would frequently not allow me to use AirPrint. In February, the printer had another issue with the firmware and had to be replaced. I got the replacement on February 4, 2025. Been using it since but frequently would have to restart it in order for me to use AirPrint which is what is use with my Mac and iPhone. Finally in June, I replaced the cyan cartridge and randomly got a supply system error. I had some brand new cyan cartridges straight from **, so I tried all those 4 cartridges as well. They all gave me the same error. Spent an hour on the phone with support explaining this, and the supports solution was to send me an expedited cyan cartridge, even though I explained to this guy at least 5 times that it was not a cartridge issue and I had already tried replacing it. He assured me it would fix the problem. Well it finally came 4 days later and, to no ones surprise, it didnt work. I got on the phone again and they wanted to send me another replacement printer. I calmly declined and just asked for a refund because I have had nothing but issues with this printer for the past 6 months and this would be the second replacement in that 6 months. They transferred me to a supervisor and said since it was greater than 30 days since purchase, I could only get a partial refund. Just want people to be aware of **, their terrible printers, and terrible business practices of selling lemons and not offering full refunds.

  Business Response

  Date: 07/08/2025

  HP Escalations Case Manager is working with the Customer on a resolution, reference open case **********.
  Regards, ******.

• Initial Complaint

  Date:07/06/2025

  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.

  I have been using a re-packaged HP 63 ink cartridge that I purchased less than a year ago. It still have well over half of its ink left. As I went to print within the past few days, ** has bricked my printer so only "genuine cartridges" can be used. When I attempt to use my 3rd party cartridge, it states the cartridge is "incompatible" with my printer. I have printed fine the past bit with it, so it's obviously NOT the cartridge. I am requesting ** send me $52.99 for a replacement. It will be a "genuine" HP 63 XL on ******. Your company has made shady practices like this for years and consumers are fed up. I've had to contact you before about this and you "fixed" my "broken" printer.

  Business Response

  Date: 07/07/2025

  We acknowledge customer's concerns regarding the recent firmware update and the subsequent impact on the printers functionality. We regret any inconvenience this may have caused.
  Please be advised that firmware updates are a standard and essential part of device lifecycle management. These updates serve multiple critical purposes, including but not limited to:
  Ensuring ongoing compatibility with evolving hardware and software standards,
  Addressing security vulnerabilities and protecting against malicious activity,
  Enhancing performance and reliability of the device,
  Enforcing compliance with design specifications and manufacturer-supported configurations.
  Firmware may also include updates that restrict or disable the functionality of components or consumables (e.g., ink or toner cartridges) that are not authorized or tested by the manufacturer. These measures are implemented to ensure product integrity, maintain warranty protections, and deliver a consistent quality of output as represented at the time of sale.
  By accepting the terms of use and/or enabling automatic updates on your device, users agree to receive firmware updates that may affect third-party compatibility. Such updates are disclosed in accordance with applicable consumer laws and licensing agreements governing the use of the hardware and software.
  Regards, *******