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

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

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

• 

  Hewlett-Packard Company - Sales & Support Office

  7100 Intermodal Rd Louisville, KY 40258

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:09/04/2025

  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.

  Dear HP Instant Ink Support,I am writing to formally submit a complaint regarding the yearly Instant Ink plan advertised on my account. As shown in the attached image, I was offered the option to enroll in a yearly plan for 1200 pages. However, when I attempt to click the provided link, I am only shown the monthly plans.I have tried multiple times and through different methods to enroll in the yearly plan but have been unsuccessful. The yearly plan was clearly displayed to me as an available option, yet there seems to be no way to actually sign up for it.This situation is frustrating and misleading. As a customer, I would like ** to **************** me with immediate access to the yearly 1200-page plan that was offered, OR 2.Clarify why the option was displayed to me if it is not actually available.I request that this matter be resolved promptly and that I receive confirmation of the availability and enrollment process for the yearly plan.Thank you for your attention to this issue.See Attachment.

  Business Response

  Date: 09/05/2025

  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, *******

  Customer Answer

  Date: 09/08/2025

   
  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:09/04/2025

  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.

  My order # is H364828695. I order a laptop at ****** on Aug 27, and my order was cancelled on the same day. My credit card was charged $127.19. After my order was cancelled, I never received refund.

  Business Response

  Date: 09/05/2025

  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: 09/11/2025

   
  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:09/04/2025

  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 8/27/25, I was online shopping for a new laptop. I went on to **'s website and found a ** OmniBook 5 16 inch Laptop PC the cost was $739.99 with a $620.00 instant discount. I hurried up and purchased this amazing deal. I received a confirmation email advising my order had been received and I should expect my laptop to be shipped in the next 3-5 business days. A few days later, I receive the following email: "On Wednesday, August 27, 2025, our website experienced a technical error resulting in incorrect pricing on the ** OmniBook 5 laptop PC. You were among the customers who ordered the product. We have cancelled the affected orders and issued refunds immediately. 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." This is not my fault as a consumer that they had made an error on their website, and should be required to sell this laptop to me for this price as it was advertised. I also checked my bank account a whole week later and they still have not refunded me the funds when they said the refund would be immediate so now I am out of the funds and I do not have a laptop. I want the laptop they sold to me for the price they sold it to me for.

  Business Response

  Date: 09/05/2025

  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: 09/05/2025

   
  Complaint: 23837649
  
  I am rejecting this response because: I am legally entitled to purchase an item at the price it was advertised, displayed or quoted by the company for. If they are refusing to do this to a long term customer, I will continue my claim to the attorney generals office and the **** if needed. This is a clear violation of the advertising laws. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/15/2025

  Unfortunately,the HP OmniBook 5 was inadvertently listed at an incorrect price due to a website pricing error. As outlined in the Terms & Conditions on ******, ** is unable to honor pricing errors and may need to decline or cancel affected orders. This policy is applied consistently across all transactions to ensure fairness.
  As soon as ** became aware of the error, the customer's order was cancelled, and a full refund was immediately processed. Depending on customer's financial institution, the credit should appear in the account within 35 business days.A notification was also sent to the email address provided at checkout.
  HP  understands this may have caused disappointment, and sincerely regrets the inconvenience. Our customer's patience and understanding mean a great deal to **, and we thank you for giving ** the opportunity to serve you.

  Regards,*******

• Initial Complaint

  Date:09/03/2025

  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.

  We purchased two HP LAPTOPS 15inch in December of 2024. We started having problems with the computer displaying a blue screen early summer. We have called and the technician has ran many diagnostic test and it still did not solve the problem. They are still telling us they spoke with their team and they need to run more test. Which the test takes a considerable amount of time. We have a warranty for both computers and all we want is our computers working. We even asked the technician if we can send them in to be fixed and the technician doesnt have any idea if we can do that. We tried to speak with their supervisor however we cant talk to them because they are on the other line. Can someone please call myself at ********** or my wife ***** Royal at ********** so we can get a solution to this problem.

  Business Response

  Date: 09/04/2025

  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, ******.

• Initial Complaint

  Date:09/03/2025

  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.

  On May 23, 2025, I ordered an HP 27 inch All-in-One Desktop AI PC 27-cr2000t from ****** store. It was to arrive in 5-7 days. Only after multiple calls, multiple emails, and multiple change dates did it arrive in late June. After having the computer for less than two months, it stopped working entirely, with a ****. It was still under warranty. However, ** refused to refund it. We worked with ** for over 4 hours to try to resolve the problem. After it still could not be resolved, I asked for a refund a place to take it for a repair. Despite ************ and Best Buty being repair places for ** computers, they insisted that the only location where we could get our computer fixed was at at place at ************************************************************************. The number I was given to call for the repair was ************ for *******. When I called, ****** said they did not do HP repairs for individual consumers and that I had the wrong number. I wanted for additional hours on the phone trying to get a hold of a supervisor or anyone who could assist without success. I am asking to be able to return this computer for a refund or a repair done at Best Buy or ************. If it cannot be repaired, I am requesting that it be replaced by ************ or Best Buy.

  Business Response

  Date: 09/04/2025

  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, ******.

• Initial Complaint

  Date:09/02/2025

  Type:Delivery 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 for an HP laptop on 8/29. Starting from a few hours after placing the order on 8/29 I contacted ** numerous times via webchat and phone to request that the order be canceled. I interacted with many individuals daily over the last several days to cancel this order H364950276. Each time I was connected with a call center in the *********** where I was told that they would pass along my request to cancel. I also personally filed online requests to cancel and have case numbers as early as 8/29. Here are the case numbers: CAS-*******-K3W3D2 and CAS-*******-Z2S0Z6. I spoke with a representative this morning (9/2) from the resolutions team who assured me the cancelation would be processed. I just received a generic email from ** declining to cancel the order and telling that I can expect that the laptop will be shipped out. I tried calling the resolutions team again and I'm now on hold for 43 minutes to no avail. I am extremely disappointed in the lack of customer service. I am canceling this order because it is a duplicate order. I had placed another order for the same laptop from my other email account. The other order which I want to keep is H364953160. PLEASE CANCEL H364950276

  Business Response

  Date: 09/04/2025

  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: 09/04/2025

   
  Complaint: 23829744
  
  I am rejecting this response because:
  

  It is a generic response that does not address my complaint at all. 

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/15/2025

  ** apologizes for the mistaken response from the ****** team. A RTS cancellation of the Order was implemented.  According to the notes in Order #H364950276 on 09/02/25:  "HP tried to cancel it, but it was too late for the ** to actually cancel it. **** customer RTS request has already been sent." Notes on 09/10/25: "The shipment of the customizable PC is currently affected by a clearance delay. ** is aware and is actively working with ***** to resolve the issue." Notes from 09/11/25:  "Cancellation status - RTS is in progress." 

  Customers comments from this ******************** complaint have been documented on Order H364950276.

  Regards, ******* 

• Initial Complaint

  Date:09/02/2025

  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 had a ** printer that stopped working. I received a replacement a few weeks ago. I was instructed to put the defective H P in the box the replacement one came in. This is a heavy box and I cannot lift this box to take to fed ex. ** is refusing to pick the defective HP up. I am not sending back something I dont want this printer doesnt work which is why ** sent a replacement. I am 80 years old and a female yet HP still refuses a pick up.

  Business Response

  Date: 09/03/2025

  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, ******.

• Initial Complaint

  Date:09/02/2025

  Type:Customer Service 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 laptop has update warning. Cumulative updates. I tried several times for several months. ** phone representatives tried to update but to no avail. ** tried doing a remote sessions several times and several days. NOTHING worked. ** refused to replace my laptop. My laptop is STILL under warranty. ** stalling me until the warranty expires. Then, ** will say, "can't help you. Your warranty has expired ".I have been having this problem for approximately three(3) months. ** has been trying to correct this problem for approximately three (3) months. ** refuses to replace my laptop.

  Business Response

  Date: 09/03/2025

  Customer already has an Escalated Case open and customer is working with an Escalation Case Manager.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,*******

• Initial Complaint

  Date:09/02/2025

  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 new ** printer about 2 years ago and got on to the HP Instant Ink program. Everything was fine until recently I was overcharged for my service and discovered that things were going wrong with the printer at the same time I was getting notices from HP Instant Ink about buying a new printer. So I decided to cancel my subscription. The company contacted me to tell me that I could no longer use the ink in the printer or the boxed unused ink I had received in the last six months if I cancelled the subscription. It was then that I learned that the company had permanent control over the printer, and had been causing problems with the printer in an effort to insure I stayed under the subscription and under their services. I called them to discuss the matter and was told basically that they owned the computer and the ink purchased through their program. I was also told that I would not be able to purchase ink that would work for this printer anywhere else. When I asked how they could be sure of that if they were not controlling the printer and asked to speak to a supervisor, they refused to address my questions and told me a supervisor would call back. However, no one called back to address my concerns. I tried calling them multiple times after that and got no answer after long wait time on the phone. I would like to dispose of this printer with them because it is under their control, and be reimbursed for the cost of the printer and the ink paid for in the last 6 months, so that I can purchase another brand printer that will allow me true freedom of use. All exchanges are done on line. I cannot provide documentation presently, but will later as requested.

  Business Response

  Date: 09/03/2025

  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:09/01/2025

  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 an HP printer, going thought the set up, they got me into the Instant Ink program for one month free, so i thought i would try it out, they sent me a **** of paper and a set of cartages. well, i did not need them so i canceled the subscription, now my printer will not scan, and the ink finally stopped working so i replaced it with the Instant Ink they sent me a 11 months ago, and it will not print. their help desk is all automated and they say all i can do is re subscribe. i do not print that often, so it is not worth it, so now i have this very expensive printer with expensive cartages that i cannot use.A multifunction printer has two main jobs, SCAN and PRINT, not be held hostage to a subscription program. This is a cyber crime in my opinion (my printer is being held by ransomware Insta Ink).

  Business Response

  Date: 09/03/2025

  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, *******