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

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  Hewlett-Packard Financial Operations

  585 South Blvd East Mail Stop 1A Pontiac, MI 48341

• 

  Hewlett Packard

  3743 W. University Ave. Gainesville, FL 32607

• 

  Hewlett Packard

  P. O. Box 281474 Atlanta, GA 30384-1474

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:01/02/2024

  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 7/8/2023, a HP Envy x360 laptop was purchased for me as a gift from HP via hp.com store (order #H354904947) for $641.99. The laptop is under a 12-month warranty until 8/14/2024. While using the device, the screen has continually flickered and I chatted tech support on 12/18/23 (Case ID: ***********. The tech instructed me to go through trouble shooting steps before taking it in for repair. The troubleshooting steps were not successful, the tech gave another step that they said was required to be tried and said it would fix the problem. He had me purchase a 32gb flash drive and instructed me to plug it into the computer. He took remote control access of my device. Once the program was running, tech left the chat service and said it would take an hour to complete. The reboot prompted the same steps 3 times and would not move to the next process. I called tech support and they had me do a one-way video call to see my screen. When I explained what the previous tech did, the phone tech said "uh.. oh" and informed that my operating system was wiped from my computer, because of what the tech team did (incorrectly). I immediately requested to talk to a supervisor and they said one was not available. I requested to speak to someone with authority to handle my case. The phone tech put in a report to escalate my case to a case manager and said that I would receive a phone call within 1-2 business days. On 12/19 I received an email from the escalations case manager (complaint number **********) requesting for me to call them at their number and ext. and I made a phone call immediately and they did not answer. I made multiple phone calls, voicemails, and emails to the case manager from 12/19-12/20. I called tech support and requested to be transferred to this case manager and they told me she was unavailable and would call me. As of today (12/20) the case manager has not responded to my calls or replied to emails. I work remotely and have not had a working laptop.

  Business Response

  Date: 01/03/2024

  HP Case 5116667345, customer was contacted by the case manager and a warranty repair service was set-up on Dec. 28th for the customer. The case manager will follow up with the customer to box/labels for the service.

  Regards, HP Inc.

• Initial Complaint

  Date:01/02/2024

  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.

  In the last few months my gaming ** has encountered a problem where I can play a game for 30 mins then get a green screen crash and it completely restarts my ** ....other than in this game the ** is normally fine ...I have talked to HP atleast 10 times tying to fix the issue to the point my warranty ran out ...I have talked to the company that made the graphics card in the pc they said its HPs problem since they built the ** ...HP says its AMDs fault since its their card ....nobody will fix anything and this ** is turnng into a brick

  Business Response

  Date: 01/03/2024

  HP Case manager has been assigned the New case 5117310453. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/02/2024

  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 several devices from HP over a period of 7 years. Most recently this Oct I purchased a printer that stated you will get 6 months of ink with the purchase, I have tried on several occassion to register this printer to my HP account, The first time it said it was complete only to find out the printer was is not showing ** in my HP account. I tried to speak with the support team online and through a phone call. The onlne person was taking a very long time to respond and then it was not helpful with what they were saying. The phone call support said they deal with issues if the printer was not working. Last year I spent 4 days trying to get a printer fix and never did so I had to purchase another printer. This is the worst support ever. I would like to speak to someone in this country that does not have to place me on hold only to find out they cannot help.

  Business Response

  Date: 01/03/2024

  HP Case manager has been assigned the New case 5117310835. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21032657
  
  I am rejecting this response because:
  I have tried to communicate with the person assigned my case and he has not responded to my most recent emails.  I have had to reach out to Amazon to try to get the issues addressed.  I am not happy with the support nor am I happy that I had to reach out to Amazon for a solution.  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/24/2024

  HP Case is in open status- 5117310835. The case manager is working on resolution with the customer.

  Regards, HP Inc.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21032657
  
  I am rejecting this response because:
  Hp has not done anything to resolve the issues .  I last communicated with the case rep a week and a half ago and no response to my email was done.  I reached out to Amazon who have started to address some of the issues.  The six month Free ink is still outstanding.  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/19/2024

  Ref: **********, **********. Customer ***** was experiencing difficulties with the setup process of his new printer, particularly regarding the ink subscription. The agent attempted to assist him, but ***** mentioned he was still waiting for a replacement from Amazon. The agent explained that enrollment in the subscription couldn't proceed until he had the printer. However, the agent took the time to educate ***** about how the subscription works and provided him with the correct phone number and setup guide to aid in the set up process. Additionally, the agent gave ***** the phone number for future assistance. The case was closed after addressing the customer's questions.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21032657
  
  I am rejecting this response because:
  I did not need educating in any why from the ** rep. ******** fact she did not understand my issue based on a language barrier.  This is obviously the cast because I called ** support because I could not register the printer because the printer I received from Amazon had already been  registered. ********stead of thinking the customer is ignorant try listening.  Amazon had to replace the printer and I did eventually signed up for the ink subscription.  Due to the lack of support I received from ** and the several transfers from hp **** to **** I will never subject myself to their lack of respect by purchasing anything else from **.  Overseas support is a common issue due to not being able to understand what is being said.  I received no support and I am sorry I selected ** products.  I am an IT manager and I think I do not ever need educating on any IT subject by a customer support representative.  I am offended by the comment and very displeased.
  
  *********************

  Business Response

  Date: 08/26/2024

  HP is sorry you were displeased with the service. At no time did HP's comment mean to offend you, we apologize. 

  Regards, *******

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 21032657
  
  I am rejecting this response because:
  After my experience with HP and me having to ***lace my HP printers for things like print heads drying up and no support because the *** cant understand me I have decided to take my printer and laptop needs elsewhere.  I currently have two HP printer that do not work and when I tried to get support I got nothing but frustration like this case.  It should never take this long to respond to complaints and still no resolution.
  Sincerely,
  
  *********************

  Business Response

  Date: 08/29/2024

  HP is sorry you were displeased with the service. The last communication regarding product issues was 01/18/2024. 

  Regards, HP Inc.
  

  
  

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21032657
  
  I am rejecting this response because:As I have stated previously after wasting my time and now having to replace two HP printers because of lack of support you have loss me as a customer.  I could not get the software issue were it recognized the printer nor could the support figure out why the printer heads would not work.  These printers should last longer than a few months.  But my issue is with support.  They had no workable solutions for either situation.  Currently I own three HP printers and 4 HP laptops.  I will replace them with other companys products as they have issues.  I will spend anymore money with HP.  I cannot waste anymore money or time.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/02/2024

  Type:Order 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 signed up for HP Instant Ink program on December 8, ****. The program calls for a $3.99 monthly fee. On December 19th, 11 days after signing up, they sent me an email informing me that the price was going up 25%. This is clearly a bait and switch program, which is illegal. They should be investigated and fined for this.

  Business Response

  Date: 01/02/2024

  HP Instant Ink case manager has been assigned the New case 5117266571. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:12/28/2023

  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 need to return my Hp Printer. I was sent a shipping label from HP and shipped it to them via ***** on 10/5. The printer never made it to HP so I cannot receive my refund. ***** lost the package. I was told by a agent at ***** that someone from HP needed to contact them but no one has reached out and I feel as if I&#**;m talking to everybody and no one knows what to do.my tracing number is:************

  Business Response

  Date: 01/04/2024

  HP Case manager has been assigned the New case 5117413087. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:12/19/2023

  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 orderd an HP victus 15L November 27th 2023. Product number 49N24AV .This order has been delayed 2 times now and at this point I am expecting a 3rd delay. I have seen HP is notorious for delaying orders as late as a month to 3 months from its original shipping date. The 3 dates given ti me to ship are. Original shipping date December 06, 1st revised December 15th, 2nd revised December 29th. Now i did not order my package early for it to be delayed in a time frame I was not expecting. I had been assured on several accounts my order would ship when in actuality my order had not even been touched at all and is still in queue. This type of service is disappointing and the lack of assistance to a customers order for weeks and doing nothing to the order and being told it would come makes it feel like Im not being prioritized as a customer. I was told if I cant fit the time frame to order or a new package which is out right ridiculous as I cant afford the exchange as I ordered on a sale. Nor can I get another computer of the quality as things are far more expensive with the upcoming holiday.

  Business Response

  Date: 12/19/2023

  HP shopping rep. has been assigned the case. The team is looking into the build process of the product. The customer will be contacted within 1-2 business days. 

  Regards, HP Inc.

• Initial Complaint

  Date:12/19/2023

  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'm reaching out regarding an issue with my charger (order H353271263) that has stopped working. For the past three weeks, I've been attempting to secure a replacement for the defective charger from HP support without any success. I need a replacement charger.

  Business Response

  Date: 12/19/2023

  HP Exec. escalations case manager has been assigned the case- 5116703027. The customer will be contacted within 24 hrs.

  Regards, HP Inc.

• Initial Complaint

  Date:12/19/2023

  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 11/19/2023, I ordered a laptop from HP Store.The 13 photographs depicted a carbon-black colored laptop.The listing description stated the following:Engineered for Sustainability HP Dragonfly Notebook PC G4 - Customizable CUSTOMIZABLE SCREEN Size 13.5"Windows 11 Pro - HP recommends Windows 11 Pro for business***** Core i5 processor16 GB memory; 512 GB NVMe SSD13.5" diagonal WUXGA+ touch display ***** Iris Xe Graphics When I opened the box on Sunday, December 17th, when I had time to set it up, it was silver--not carbon; it also did not have a touch display.I spent over 2 hours on the phone with HP to try to get my problem resolved satisfactorily, but none of the foreign agents In ***** or *************** were able to help me.

  Business Response

  Date: 12/19/2023

  HP exec. escalations case manager has been assigned the New case 5116712494. The customer will be contacted within 24 hrs.

  Regards, HP Inc.

  Customer Answer

  Date: 12/28/2023

   
  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:12/18/2023

  Type:Order 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 am a local realtor that has been using this product since 2020. I receive 2-3 cartridges a year. I had the same one in my printer for months. Also have an extra that Ive had for over a year now. yesterday 12/17/2023 i tried to print for work related items. An error kept popping up. Finally, after a hr of searching the issue was a payment had to be updated. (had to close an account recently due to fraud. This was just this last month) so over the course of 3 years Ive paid an estimated $431.64 which for $54. I can get 2 cartridges at ******** so, because I was having an issue I said let me put the over cartridge in that I have in my drawer that i paid 10 times the price for. Nothing! still wouldnt allow me to print due to a payment method not being updated. Literally wouldnt let me use my printer. I was an hr late for work and had to go to the library to print what I needed. This HP Smart Ink scam is horrible!!

  Business Response

  Date: 12/19/2023

  HP Instant Ink case manager has been assigned the New case 5116693784. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/22/2024

   
  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. Should I not be contacted I will file another complaint. Thank you. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/18/2023

  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 bought and paid for a HP Envy Laptop 17t-cw000, 17.3"SKU: 761Z2AV_1 laptop on Dec. 10th. Order number: H381368443. This included, SKU: UL054E, SKU: U9EE4E for the total amount of $1,857.41. After complaining that I haven't received my items after it was promised to ship in 3-5 days, I was then told that I needed to purchase Office Home and Student 2021 Item #9E0Q2U3 for $156.33 extra to complete the order for the laptop. The order #H390612087 is for the software they said I needed to complete the building of the laptop. I've tried numerous times to call, email, and chat with them only to be told either they can't find any info on either of my orders or that it's still processing. I ordered this laptop because I thought HP was a reputable company who stood behind their products and the sales of them. I want the products that I ordered and I want a tracking number for them. This is just unacceptable. It's like they just stole my money never intending on giving me any products. I saved all chat logs and emails sent to me. I also have the receipts that they sent me if you need them. Please help me solve this terrible problem.

  Business Response

  Date: 12/19/2023

  HP shopping customer escalations rep. will contact the customer within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 12/28/2023

   
  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,
  
  *******************************