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

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:09/09/2025

  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.

  To Whom It May Concern,I am writing to formally express my dissatisfaction with my HP OfficeJet Pro 8139e printer. I have owned this device for nearly a year, and it functioned well with my chosen cartridges until I registered the printer on September 3, 2025.Immediately after registration, the printer displayed the following error:CARTRIDGES REJECTED: THE INDICATED CARTRIDGES HAVE BEEN IDENTIFIED AS ALTERED OR CLONED.This error occurred despite the fact that my cartridges had been working perfectly prior to registration. After speaking with your customer service manager, I was informed that once a printer is registered, ** cannot deactivate the setting that blocks the use of non-HP cartridges.This is unacceptable. It is effectively a forced sales tactic that prevents customers from exercising choice in the products they purchase and use. As a business owner, my printing needs are far greater than even your highest-priced monthly plans, which are impractical and cost-prohibitive. For example, I can print 10 pages in under an hour, yet one of your best plans only allows 10 pages per month for $20 an unreasonable option for my needs.I respectfully request the following:That my registration be deactivated and my printer restored to its prior functionality, allowing me to use the cartridges of my choice.If this cannot be resolved, I expect a replacement HP OfficeJet Pro 8139e printer that is not restricted to HP-only cartridges.That ** discontinue this restrictive practice, which unfairly pressures customers into costly subscription plans.If this issue cannot be resolved promptly, I will have no choice but to escalate my complaint through consumer protection agencies and consider other remedies.I have long valued ** products, but this experience has been deeply disappointing. I expect a written response with a resolution.Sincerely,Dr. ***** ****** ***************************

  Business Response

  Date: 09/10/2025

  ** understands customer's  concerns. Just to clarify, ** does not block the use of third-party cartridges altogether. However, HP printers with Dynamic Security are designed to protect the hardware, they may block cartridges that are using non-HP chips or modified electronic circuitry, especially if they pose a risk to the printer's performance or reliability.   This isn't about making it illegal or forcing customers, but rather ensuring the printer works safely and as intended. If customers experience errors after a firmware update, it's likely because the third-party cartridge is not fully compatible with HPs dynamic security measures.   To avoid these issues in the future, its best to use genuine HP cartridges, they're tested for quality, safety, and long-term use. 
  Regards, ******* 

• Initial Complaint

  Date:09/08/2025

  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.

  Complaint Summary:** is engaging in deceptive advertising and bait-and-switch pricing on their HP All-In Plan for Print subscriptions.Details:HP advertises the Professional (OfficeJet Pro) plan at $12.99/month, which they state includes 20 pages. However, when a customer selects this option, the website automatically defaults the plan to 100 pages/month, increasing the cost to $16.99/month without the customer manually choosing that upgrade.Notably, this automatic jump only occurs on the Professional plan. None of the other advertised plans (Basic, Versatile, High-Volume) exhibit this behavior. Those plans remain fixed at their advertised rates unless a customer explicitly chooses a higher page count.HPs own support agent admitted that the system auto-selects the 100-page tier because it is popular. This is irrelevant the advertised price should be honored, and any upgrade should require clear, manual consent by the customer. By auto-selecting the higher tier and displaying a higher price before checkout, HP is misleading customers.Why this matters:This practice is a classic bait-and-switch tactic, which is illegal under FTC rules.Customers are lured in by the advertised $12.99/month price, but the system manipulates the selection process to charge $16.99/month instead.The inconsistency (only affecting the Professional plan) further demonstrates intent to mislead.Requested Resolution:1. Require ** to correct their pricing display so that the Professional plan remains at the advertised $12.99/month unless the customer deliberately chooses a higher page tier.2. Require ** to clearly disclose page plan costs before applying automatic changes.3. Investigate *** marketing practices for compliance with federal and state consumer protection laws.

  Business Response

  Date: 09/09/2025

  An HP All-in-Plan (AIP) 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:09/08/2025

  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.

  Fraud

  Business Response

  Date: 09/09/2025

  An HP All-in-Plan (AIP) 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:09/08/2025

  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.

  In 2/2025 i was told by ** that the warranty on my HP8020e printer would be extended for two years due to problems with my 8020e printer. As of 9/8/2025 i have not been told that the extension has been put in place. I have spoken to multiple HP people that have promised call backs with a resolution and have never been called back. I bought my HP8020e printer in the summer of 2024. In 12//2024 the printer stopped working. I was not able to print on a HP 8020e printer till May of 2025 after getting 2 refurbished printers and printer cartridges! I have spent about 30 hours on the phone with ** to get resolution to the broken printer, broken printer cartridges and 2 year warranty issue!

  Business Response

  Date: 09/09/2025

  ** appreciates the customer's feedback and acknowledges the customer's experience.  An ** Escalations Case Manager is still currently working with the ** Carepack warranty team towards a resolution,reference active Escalated Case **********.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Regards, ******* 

• Initial Complaint

  Date:09/08/2025

  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.

  I placed an order on ****** and I cancelled the order as the delivery date was too late and I couldn't wait and I received an email saying the order is cancelled and they also issued my refund. I went to ******* and bought another HP laptop from there. Today I another email saying they cancel the order and charge my card back again. I tried to call and resolve the issue. I waited 2 hours on call and nothing happened. I reported it to their ******** page and no response. I want them to cancel the order and stop charging my card randomly.

  Business Response

  Date: 09/09/2025

  An HP Store Representative has been alerted to the customer's issues regarding Order #**********. 
  The customer should be contacted within 2-3 business days.
  ***************

• Initial Complaint

  Date:09/08/2025

  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.

  Ordered a laptop on August 27th. Without any notification, ** cancelled the order the next day. While unprofessional, this wasn't the real issue. To this day (9th of September), the transaction is shown as fully processed without any indication of pending refund.I contacted customer service on September 2nd, asking about the refund. Rather than help with my problem, the service representative tried to sell me another laptop at a much higher price. I was eventually able to convince them to assure me that the refund would show up on my account within 3 days. As expected, 3 days passed and crickets. I contacted them again on the 5th, and got pretty much the exact same runaround as if the previous conversation never happened. This representative strongly implied that ****** was at fault, which there was zero evidence *****'s pretty clear that ** wants to steal my money and is hoping I'll roll over and give up on it. I'll be opening a dispute on the transaction and I won't be touching their products with even a 30 foot pole ever again. Also, I found it hilarious that one of the chat representatives took on average 5 minutes between answers, but became "extremely concerned" when I took more than 30 seconds.

  Business Response

  Date: 09/09/2025

  On Wednesday, August 27, 2025, our website experienced a technical error resulting in incorrect pricing on the ** OmniBook 5 laptop PC. If you were among the customers who ordered that product, however, due to the error, we cannot fulfill the order as placed.
  
  This is not the experience we want you to have when you shop ******, and we understand that this may cause frustration for you. Please know that we take this situation seriously and are working to prevent similar incidents of this nature in the future.
  
  Again, our apologies for the situation, and we truly appreciate your understanding.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23855291
  
  I am rejecting this response because:I never asked for them to fulfill the order. I asked for a REFUND. They've been holding my money for 2 weeks now.
  
  Sincerely,
  
  ****** Pan

  Business Response

  Date: 09/17/2025

  Notes for 09/17/25 on customer's Order #**********: "Payment Transaction Failed : This transaction has already been fully refunded."  Customers comments from this ******************** complaint have been documented in the Order notes for immediate attention.

  Regards,
  *******

  
  

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23855291
  
  I am rejecting this response because: Business is lying. Charge is still there. I've filed a dispute with ****** so eventually I should get my money back, but as of September 19th, 2025, it looks like ** is desperately trying to steal my money. Hilarious.
  
  Sincerely,
  
  ****** Pan

  Business Response

  Date: 09/26/2025

  HP Store management has been alerted to review this Order H364823730 and to investigate the customer's claims regarding the refund for further action. 

  Regards,*******

• Initial Complaint

  Date:09/06/2025

  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 purchased an omnidesk comouter with the intention of upgrading it to use as a workstation at home. However, when I purchased the product I was unaware that it used proprietary designs and I was unable to complete the intended upgrades. Because I did not find this out until I began work on the updates, I was unable to return the product the same day of the purchase, now I am stuck with an unusable desktop. I am unable to reach hewlett packard about this issue, as there automated lined keeps sending me back to the beginning or disconnecting me when I try and reach an agent with the company. I would like to return thr computer as I will not be able to use the day of the purchase and am unable to return it with the retailer.

  Business Response

  Date: 09/08/2025

  ** appreciates the customer's feedback provided in this complaint.  If possible, ** requests that customer send a copy of the original receipt or proof of purchase for the ** Omnidesk computer in question and/or the Serial number for the desktop, so that we can further assist with your issue.
  Regards,******.

• Initial Complaint

  Date:09/06/2025

  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.

  This is regarding *** failure to honor an extended warranty I purchased & their refusal to repair or replace my laptop despite multiple service requests f/ the same persistent issue.Timeline:*Dec 2024: I submitted a support ticket just before my extended warranty expired. The laptop showed overheating, random numbers typing with arrow keys, & a screen that sometimes failed to turn on from sleep.*HP had me ship the unit in. They said they couldn't duplicate the issue & refused further repairs, citing policy. BIOS/software updates were applied *I escalated & was told no additional work would be done. I was forced to accept it back despite ongoing issues.*During return shipping, ********** lost the unit. It was not returned until 03/10/25.*Within 2 weeks I emailed escalation manager Deva reporting continued overheating. I received no response.*Since then, ** has declined further service, stating the warranty expired. Support says I must now pay ********************** Unfair:*HP failed to repair or replace the unit during the extended warranty despite repeated opportunities.*** lost the unit f/ a month, delaying return with no reparations.*I reported issues w/in weeks of return, & HP did not respond.*HP now demands payment f/ the same unresolved problem, w/ no assurance they would repair it rather than again say it can't be duplicated. Asking f/ payment w/out commitment to repair is unreasonable.Supporting Evidence:*Video showing the laptop overheating to 128F under normal use, verified w/ a digital thermometer. To be provided upon request.Requested Resolution:HP should...*Honor the extended warranty by repairing or replacing the laptop at no cost, or *Provide a comparable replacement if repairs cannot resolve the overheating issue.I am submitting this complaint to the BBB, FTC, & CFPB, & will share my experience publicly so other consumers are aware of *** warranty practices.I hope ** will take responsibility & resolve this matter fairly.

  Business Response

  Date: 09/08/2025

  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: 09/18/2025

   
  Complaint: 23847616
  
  I am rejecting this response because:

  HP is taking steps to remedy the matter and more time is needed 

  Following my complaint, ** engaged with me promptly. The day after the BBB contacted them, I received a call from Deva, the escalation manager I had previously dealt with.
  
  
  Although there was a gap of about a week in communication after initial contact, Deva and ** have since re-engaged and acknowledged my concerns. **** has arranged for my laptop to be shipped back to ** for further review and attempted repair. I received the return box yesterday and will be sending the unit back by ***** tonight or, worst case, tomorrow.
  
  
  I appreciate HPs willingness to re-engage, however, this matter is not yet resolved (and this complaints response mandated a reply within 10 days). The laptop is now out of warranty, and while **** has stated ** will do their best, I have not received clear assurance that the underlying issues will be corrected if they are unable to duplicate the problems. In addition, **** noted that parts availability may be limited since the system is out of warranty company-wide, raising further concern about whether a complete and proper repair is possible.
  
  
  At this time, I am cautiously optimistic but must leave the complaint open until HPs review and attempted repairs are completed and it is confirmed whether or not the problems have been resolved.
  
  I look forward to a final and hopefully positive update on this matter 
  
  In gratitude,
  
  ***** ******

  Business Response

  Date: 09/24/2025

  HP ************** received customer's HP Spectre on 09/22/25 under Order number BXFV1063-01.  ************** has been urged to expedite repair based on the circumstances outlined in Case **********.

  Regards, ******* 

• Initial Complaint

  Date:09/05/2025

  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.

  My printer cartridges are not working. Its either an issue with the printer or I need new cartridges. I contacted ** support who refused to send out new cartridges because my account needed to complete registration. I followed the process the registration did not complete and they told me to give it a couple of days. The agent promised to send me cartridges. I was not sent cartridges. I was told the whole process needs to repeat and that I cant print because of this. I want the cartridges. If thats not the problem I want the printer replaced.

  Business Response

  Date: 09/08/2025

  A new Escalated Case ********** was already opened for the customer on 09/08/25 and assigned to an HP 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:09/05/2025

  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.

  Had ** employee agree to have computer fixed despite upgrades to memory and hard drive. Once computer was received by ** they refused to repair device. If they were to repair it, they would replace the upgrades with original including hard drive and memory, making these changes would essential be stealing from me.

  Business Response

  Date: 09/08/2025

  A new Escalated Case ********** was already opened for the customer on 09/08/25 and assigned to an HP Escalations Case Manager.  ** provided the Case Manager with the customers recent ******************** feedback.
  The customer should be contacted within 2-3 business days.
  Regards,*******