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

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  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:09/01/2025

  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 have called multiple times and attempted to chat regarding HP order H364968937. I will be out of the country and need to cancel HP order H364968937. Please inform the corporate office of my difficulties in this and please have them cancel HP order H364968937. Thanks.

  Business Response

  Date: 09/03/2025

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

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23825823
  
  I am rejecting this response because: no one has contacted me. Is ** supposed to call me?
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/15/2025

  According to the notes from HP Store Case Manager on customer's Order **********:  "Customers cancellation request failed, but we successfully RTS Customer's order on 09/05/2025. The order is on its way back to **. I processed return #R302830436 and released the funds back to the Customer. I emailed the Customer and informed him of our actions with his order. Issue resolved. Resolution: Order is RTS, processed return, and release the funds. Customer notified."  

  HP requests that customer inform HP if the details in the notes above are inaccurate.

  Regards, ******

   

• Initial Complaint

  Date:08/31/2025

  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.

  To Whom It May Concern,I am writing to formally express my concern regarding the handling of HP Case Number **********, which has now been marked as closed without resolution.Product Details:HP DeskJet 4252e All-in-One Printer Product Number: 60K44A Serial Number: ********** Case Subject: Paper Jam | BXFP1585-01 I initially contacted ** support due to a persistent paper jam issue. I was instructed to return the printer to ********* using the order number alone, and was assured that no label was required. However, upon arriving at *********, I was informed that a physical return label was mandatory. I relayed this to ** and requested a mailed label, especially since my surgery was scheduled for the following day. I emphasized my limited mobility and inability to print or deliver the package myself.Despite multiple requestsincluding asking to speak with a supervisor, which was repeatedly deniedI have not received the support I need. I am now homebound, unable to walk, and without access to a printer. As the sole operator of a small business and ministry, this printer is essential to my daily operations and outreach efforts.I respectfully request that ** mail me a physical return label and arrange for ***** pickup of the defective printer. This is a reasonable accommodation given my medical condition and the miscommunication that occurred.I hope BBB will assist in ensuring ** honors its commitment to customer care and provides a resolution that reflects dignity and responsiveness.Sincerely, ****** ******** Jacksonville, ** *************************

  Business Response

  Date: 09/02/2025

  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:08/31/2025

  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.

  I contacted. ** to cancel my subscription in late February they said that it was canceled and I would no longer be charged for the subscription. Now in august I check my statement and I see that in June July August they started charging me again when my service was cancelled since February. I contacted them again and said my account had been closed since February. But charges keep coming into my account.

  Business Response

  Date: 09/02/2025

  ** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide the ** product serial number for the printer, the subscription number for the ** plan you were subscribed to, and/or any related ** Case numbers so that we can move forward in providing you assistance.
  Regards,*******

• Initial Complaint

  Date:08/30/2025

  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 ordered a ** laptop for the sale price directly from the ****** website. My order was canceled stating a technical error caused incorrect pricing. I was charged for the laptop on 8/29/2025. I have not been given a refund. They are stating the price was an error, however, the laptop was listed at that price for multiple hours. If it was a mistake it should have been corrected immediately and now hours later. People were getting cancelation notice while the sale price was still listed.

  Business Response

  Date: 09/02/2025

  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,
  ******

• Initial Complaint

  Date:08/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 15, 2025, I placed an order at ****** for an HP laptop computer that was delivered to me on August 16, 2025. As part of the initial set-up, you are asked to register the computer at ** to activate the warranty. When I did this, the warranty start date was listed as May of 2025, not August when I purchased the unit. The unit is brand new in a sealed HP box. I contacted ** via their ******** page and asked for assistance. I have provided them with a copy of the sales receipt and the invoice from ******, but the representative insists on a receipt with the serial number on it. ****** does not record serial numbers, and ** on their website does not require that as proof of purchase. Their website states that the dated sales receipt with the vendor clearly identified is valid proof of purchase. I have been going back and forth with this representative via ******** Messenger to no avail. I am asking that someone at ** correct the warranty start date. I have seen on their forums where ** representatives have stated that often times the build date of the computer is listed as the warranty start date until the unit is sold and the product is registered (which I did) and that updates the warranty. This is their exact statement: ( Your dated sales or delivery receipt, showing the date of purchase or lease of the ** Hardware Product, is your proof of the purchase or lease date)

  Business Response

  Date: 09/02/2025

  HP appreciates the customer's feedback and the screenshots that were provided in this complaint.  If possible, ** requests that customer provide the Serial Number for the HP OmniBook 5 14 inch in question.

  Please note:  Serial number is a 10 digit, letter-number combination, no dashes or spaces; usually located on the bottom of the laptop near the bar code.
  Regards,*******

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23818750
  
  I am rejecting this response because: ** has asked me to provide the serial number. I found no way to amend it to the claim without rejecting. Here is the information requested: Serial Number. :**********

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

  Business Response

  Date: 09/12/2025

  ** appreciates the customer providing the Serial number for the ** OmniBook 5 NGAI ***********.  An ** 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: 09/25/2025

   
  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:08/29/2025

  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 have an extended warranty that I purchased for a laptop computer, and the computer has developed a problem where the screen will go blank for a minute or so and then come back on like nothing has happened I contacted ** support and the only way I could speak to them is in a chat type setting and the person I was doing this with seemed like they were working from a script. I spent over an hour with this person and all he did were things that I have already tried. He even took over my computer remotely and from what I could see acted like he barely knew what he was doing. At the end of the remote he downloaded a lot of information from my computer and then ended the connection with nothing being said or anything he was just gone. Now I have been getting emails from them saying that they have been trying to contact me by phone, yet my caller id and my answering machine have nothing from **. My extended warranty expressly states that I am supposed to get pick up repair and return for my computer but every time I asked this person about this, he ignored me completely as if it did not matter. I looked for a phone number to call them, but they have none only this chat support.I feel that I have been ripped off for the money that I spent to get this warranty and am still stuck with a defective computer! These are the numbers that were given to me for reference. CPL * ********** CRM:0069319009341

  Business Response

  Date: 09/02/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience.  An HP Escalations Case Manager is still currently working with the customer 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, ******* 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23816556
  
  I am rejecting this response because: NO one has ever contacted me even though they say they have. I have caller ID and a answering machine on that phone and I have never gotten any calls from ** at all! They are just making this up and it is not true!
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/12/2025

  According to Case notes, Case Manager claims to have made several calls but is never able to reach customer.  Case Manager has also communicated with customer by email. ** management has been alerted to review this Case to investigate the customer's claims regarding the Case Manager and the interactions for further action.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  
  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 09/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/29/2025

  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 had to replaced my new HP printer that I owned less then a year. The new printer is the same only a different color. Then ** took me off the free Instant ink plan that I was on for years. I would like to be put back on the old plan.

  Business Response

  Date: 09/02/2025

  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:08/29/2025

  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.

  ** advertised a laptop for a low price that aligned with their Labor Day sale where items were up to 70% off. ** then refused to honor that priced and cancelled the order for 1000s of customers within hours. I was one of those orders. They broke the law of Consumer Sales Practices Act by not honoring the price. They sent multiple emails stating the price was a mistake but yet they stole everyones money. The hold was never removed from my account and now is a charge that they have not refunded. 1000s of people were scammed by **.

  Business Response

  Date: 09/02/2025

  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: 09/02/2025

   
  Complaint: 23814394
  
  I am rejecting this response because: nothing has been solve and these fraudulent practices violated the Consumer Sales Practices Act. I even had to file a claim with my bank because after the order was cancelled, I was still charged 2 days later. ** has taken zero responsibility for tricking the costumers. 

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

  Business Response

  Date: 09/12/2025

  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 the 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.
  ** understands this may have caused disappointment, and sincerely regrets the inconvenience. Our customer's patience and understanding means a great deal to **, and we thank you for giving ** the opportunity to serve you.

  Regards,
  ******

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23814394
  
  I am rejecting this response because:  I had to file a dispute with my bank to even get my money back. ** takes no accountability for their actions and places blame instead if making it right with the customers. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/29/2025

  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.

  Hello,On August 27th 2025 I've purchased a laptop ** OmniBook 5 16 inch Laptop PC from the ********** website with the discount that was suggested during that time:MSRP $739.99 discount 80% TOTAL w/o taxes = $119. 99. Order conformation H364853896 was received and my credit card was charged.On August 28 2025 I've received email from ** that my order was canceled with the following explanation:"Dear ********* ********,.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.Sincerely,******"

  Business Response

  Date: 09/02/2025

  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: 09/03/2025

   
  Complaint: 23814393
  
  I am rejecting this response because:

  Laptop price was publicly advertised on the official ** website. My credit card was charged and order was confirmed.

  Response is exactly the same as I received on my email initially. 

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

  Business Response

  Date: 09/12/2025

  ** values the opportunity to clarify the circumstances regarding the cancellation of this order. Unfortunately, the OmniBook 5 was inadvertently listed at an incorrect price due to a website pricing error. In line with the Terms & Conditions on ******, ** is unable to honor pricing errors and reserves the right to decline or cancel orders when such situations occur. This policy is applied consistently across all transactions.
  As soon as the error was identified, the order was cancelled and a notification was sent to the email address provided at checkout. A full refund was immediately processed, and the credit should appear in the customers payment account within 3 to 5 business days, depending on the financial institutions processing times.
  While ****** cannot assume responsibility for issues resulting from declines,cancellations, or email delivery failures, we sincerely regret the inconvenience this may have caused. We greatly appreciate our customersunderstanding and thank them for giving us the chance to serve them.
  Regards,***********;

• Initial Complaint

  Date:08/28/2025

  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.

  On August 27, 2025, I found a laptop on the official ** website advertised at a discounted price, reduced from $739.99 to $119.99. I completed my purchase at this price and received an official order confirmation email. However, on August 28, 2025, I checked my order status and discovered that it had been canceled without any prior notice or explanation.I believe this is an unfair practice, as I entered into the purchase in good faith based on the advertised price and received confirmation of the transaction. Canceling my order without communication not only caused inconvenience but also raises concerns about misleading or deceptive advertising practices.

  Business Response

  Date: 09/02/2025

  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, unfortunately, 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,
  ******