Complaints

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

close

Find a Location

HP Incorporated has 72 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HP Incorporated

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

• 

  HP Incorporated

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

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:04/18/2024

  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 laptop from Hewlett Packard on May 26, 2023 for $1004.99. I had it customized with memory and speed. When I finally got it, it was defective. The keyboard would suddenly stop working and I would have to shut the whole computer down and restart it. I called them immediately and asked for it to be replaced. They proceeded to tell me that they would fix it and that it didnt need to be replaced. I tried to work with them over the next few months to get it fixed. I finally said that I wasnt going to do this anymore and that they needed to replace it. They told me that I could send it in and that they would replace it once I did that. I told them that I cant send it in because I use it daily even with the defect (which would cause me to have to turn it off frequently, sometimes 5 times in one day). They said that they would replace it with a refurbished and I told them no, because I had asked for a replacement on day 1, then they finally agreed to send me a new one to the specs that I had paid for. Today I received a laptop that was not an Envy, with no sd slot, missing 1 USB slot and 1 C-type charging port and weighing much less so I dont believe that it had the ram and everything with it plus it was black not silver. I have sent them an email but they have not responded as of yet (it was earlier today).

  Business Response

  Date: 04/19/2024

  HP Case 5118299344 is open status. The case manager will contact the customer and look into options available.

  Regards, HP Inc.

• Initial Complaint

  Date:04/17/2024

  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 an HP laptop in January of 2023 and within the first 3 months of owning it the laptop dies, it would not charge, power up nothing. I eventually purchased a new power adapter thinking that was the issue and it wasn't, both power adapters worked fine on any other HP laptop I tried them on. After spending considerable time trying to find a number to call for HP support that wasn't "paid" (HP was showing the laptop as out of warranty when it wasn't) I wasted another hour and a half of my time jumping thru hoops with their support and "troubleshooting" script (I have over 30 years I.T. experience and know a thing or two about computers and hardware). After getting the repair set up and proving the purchase date we were sent a box to ship the laptop back for warranty repair with CSO# BVJQ4723-01. The laptop was repaired in December of 2023 and we received it back in January of 2024. In late March of 2024 the laptop died again, same issue as before, no power, no charge nothing. After spending some time trying to find a contact number for HP (because they does not make it easy for a customer to actually reach someone helpful if their system shows your item is out of warranty) I speak to a rep on 4/17/24 who tells me that because it has been more than 90 days since the repair we would have to pay almost $400 to repair this faulty computer again. This laptop clearly is faulty since it has failed twice with the same issue and both times within 3 months of usage. This laptop has only been used lightly by my wife for web surfing, email etc. This laptop has spent more time dead than actually being able to be used since purchasing it. I currently own and have owned several laptops by other manufactures and have never had one fail like this one has. I still have several laptops that are over 8 years old (fortunately none of them are HP) that are used heavily both personally and by my employees and they have never failed.

  Business Response

  Date: 04/18/2024

  HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21590058
  
  I am rejecting this response because:

  I was emailed last Friday with an email stating they called me with no response. I immediately called the representative back at their extension and left them a voicemail and in the voicemail stated to call on my cell phone which is the same number submitted in the BBB complaint. The following Monday I received another email from the rep stating that once again they called me and I did not respond. The rep again had called the number that HP has on file and not the one I left in my voicemail which is also the one on the BBB complaint. I immediately responded to this email once again stating to call me on my cell phone. The rep replied apologizing and admitting they did not listen to their voicemail and that they would call me the following day. It has now been 2 days later with no calls and no emails. I have called the reps number and extension multiple times only to receive a system message that they are unavailable.
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 05/05/2024

  HP case ********** is now closed - Issue: Unit Out of warranty customer wants free repair
  Offer Made: Offer made for discounted repair has been declined
  
  Notes: Sent email/ customer refused offer

  Regards, HP Inc. 

• Initial Complaint

  Date:04/17/2024

  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.

  April 17, 2024 I attempted to hook up my printer to my new internet, Starlink. When I contacted HP to get help doing so they told me that my printer which is less than a year old is incompatible with my Starlink and told me I would have to buy a paid subscription to their web security service to update my drivers so the printer would work. My printer worked fine with my other Starlink, and still does when hooked to the other Starlink. I believe they are scaming ignorant people into buying a service that should not be needed or required to use their printers. My computer is also new, and had no issues with the printer until I let the technician remotely access my computer to change the settings. Now when I try to update the drivers there is a fatal error that was not an issue before the phone call. When I informed the tech support that I didn't want to pay for a subscription they hung up on me and when I tried to seek help from their online support chat they also ended the chat when I told them I wouldn't buy a subscription.

  Business Response

  Date: 04/18/2024

  HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:04/17/2024

  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.

  Purchased computer from HP in Nov, 2023. It has had endless problems including overheating, freezing, etc.. HP has run many tests via online tech support and nothing has worked. They have had me wipe the computer completely clean and reinstall all software twice now and that has not resolved the issue. They then claimed it needed a different docking station from the one I was using (also an HP). I bought this. Plugged in the computer to the docking station and left the computer on my desk. When I returned to the computer the next day it was so hot it could not be touched. I had to take a towel to hold it while I yanked the cord out. After cooling for about 20 minutes it would not start. After another 20 it started. I called HP again (5th or 6th time now) and they just said they would elevate the issue to their safety department (4/12/2023). ***************** says they want me to mail it back to them so they can "look at it" - It's a lemon and and this point unusable. I do not want them to fix it - it got so hot there is no chance there is not some other damage done to it now. I have asked them endlessly to replace this machine and they refuse - only within 30 days they said. Problem is they tried to fix all these issues and then the 30 days passed. I need some help. HP will not help me.

  Business Response

  Date: 04/18/2024

  HP case manager from Health & safety team has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:04/16/2024

  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 had hp instant ink. They are not canceling my account. Theyre trying to make me send back ink I have already paid for. Now they have shut my printer down somehow and I cannot use my printer even without their ink. I asked for the account to be cancelled and they have yet to shut it down. I want my printer released and I want a refund on the money they have overcharged me.

  Business Response

  Date: 04/17/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21583465
  
  I am rejecting this response because: Ive already been through this many representative and no resolution. I just found out this company has had a class action lawsuit against them . Had I known I wouldnt have gotten them. Buyer beware
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/15/2024

  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 12/26/2020 I purchased (order#H339937460, serial#************ a 3-year, refundable warranty for $58.95 from HP, in conjunction with a laptop (order#H339094222, serial#************ purchased 12/26/2020. The warranty period was 12/26/2020 - 12/25/2023. Registration of the warranty was confirmed on 3/7/2021.The $58.95 warranty cost is to be refunded if no claims are made during the 3-year coverage period. I filed for the $58.95 refund on 12/26/2023. I have not received the refund in the prescribed 6 - 8 weeks.Kind regards,*****

  Business Response

  Date: 04/16/2024

  HP has received the customer's information and the rebate team is working on the reimbursement. The customer will be contacted within 2-3 business days.

  Regards, HP Inc. 

• Initial Complaint

  Date:04/15/2024

  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 as HP Envy Pro 6458. It does not have a screen. After a couple weeks figuring out how to set up a printer that doesn't even have a display, now HP will only let me use the printer if I agree to sign a contract assuring that I will but ink every month from HP, and have to give them a credit card and agree to spend future money that I don't have.

  Business Response

  Date: 04/16/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:04/15/2024

  Type:Delivery 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.

  Subject: Request for Order Cancellation and Immediate Refund ********************* Manager,I am writing to formally request the cancellation of my order and the immediate refund of my payment. Despite multiple discussions with your Small and Medium ************************* Team, my experience has been unsatisfactory, prompting my decision to discontinue using HP products.Two months ago, I placed an order for HP H358176328. The payment was charged to my credit card immediately. However, despite the lapse of considerable time, I have not received the ordered computer, nor have I been provided with a plausible explanation or a definite delivery date. I was informed that the computer might already be built but has not been shipped due to unspecified reasons. Furthermore, your team could not confirm whether the order could be effectively cancelled due to internal policies, which I find unacceptable.The level of customer support I have received is concerning. It is disappointing to encounter such inefficiencies and lack of clear communication from a renowned company like HP. The use of an automated customer service response system, which seemingly obstructs rather than facilitates customer support, has only compounded the frustration.Given these circumstances, I must insist on the cancellation of my order and request that the charged amount be credited back to my credit card as swiftly as possible. If the product is shipped despite my cancellation, please note that I will refuse delivery and will take further steps, including disputing the charges with my credit card issuer and filing a complaint with the Better Business Bureau.I hope that this matter will be resolved promptly, and that serious consideration will be given to improving the customer service experience to prevent future dissatisfaction.Thank you for your immediate attention to this matter.Sincerely, ai ****************************** ********************************************* ************

  Business Response

  Date: 04/16/2024

  HP Shopping rep. will be assigned the case. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21577391
  
  Subject: Rejection of Incomplete Settlement Offer
  Dear HP Shopping Representative,
  Thank you for your response and for assigning a representative to handle my case. However, I must express my disappointment as the communication provided does not contain an actual settlement offer.
  For us to proceed, I would appreciate it if a detailed proposal addressing the specifics of my situation could be presented. An effective resolution is essential for me, and unfortunately, the current approach does not meet the requirements of a settlement.
  Please ensure that the forthcoming communication includes a concrete settlement proposal. I look forward to a prompt and detailed response that can lead to a satisfactory conclusion of this matter.
  Best regards,
  General ******************************
  411 Orchid Circle,
  *******, ** 17046
  ************ ai

  Business Response

  Date: 05/05/2024

  HP Shopping rep. has been assigned the case. They will follow up with the customer.

  Regards, HP Inc.

  Customer Answer

  Date: 05/09/2024

   
  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. The refund is in our account PENDING. When the PENDING drops off I will find the resolution as satisfactory. If you don't hear from me in 5 days the complaint has been resolved.

  Thank you for helping and without you there to help this resolution would never have happened, keep up the good work.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:04/15/2024

  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.

  Today is 04-15-2024 It was pretty cool getting ink whenever I needed it and not having to worry about running out until I had fraud occur on my debit card and I had forgotten that my HP instant ink account was hooked up to that debit card so they shut my printer off or let me correct myself they shut my ink off to my printer.. How does that even happen? A phone call would have been amazing. They said they sent an email but I obviously missed it. So over a five dollar payment my ink gets turned off and I'm unable to use my printer. I've had this account since June of 2023 and I feel like if they see that you are getting your payments made every month on time, they should at least expend the energy to call you and let you know there is a problem instead of waiting until you need the printer and figuring out on your own.

  Business Response

  Date: 04/15/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:04/15/2024

  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 received a call this morning in hopes of closing my last BBB file on March 28th. I was hung up on and then received an email stating that the case was closed. Nothing was done to resolve this. I have paid out over $80 + dollars and have not receive one order of ink. I then canceled and asked to receive my ink. After receiving the ink I found that since I canceled the ink would not work in my printer, I would now like a full refund of $89.78 and ink that will work in my printer.

  Business Response

  Date: 04/15/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.