Complaints

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

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  HP Incorporated

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

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

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

• 

  Hewlett Packard

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

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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:05/29/2025

  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.

  My computer stopped working under warranty. I have called many times. They keep promising to send a box for me to send it to be repaired. This has been going on for a week and a half. I explained I really need my computer. I am totally disgusted with this company! I had to go out and purchase another computer due to them not honoring my warranty!

  Business Response

  Date: 06/02/2025

  The ***************** has supplied a new ***** tracking number for the repair box sent: 454214526599.

  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:05/28/2025

  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.

  I purchase a laptop from ** and a couple months later the screen stopped working. I sent to the address that is in my complaint 2 and a half months ago and I have no idea if the have my machine and when or if they are going to send it back. ** hasn't said anything to me, my machine is covered on the warranty, so why is it taking so long to fix it!! my warranty expires in a couple of months and it looks like they are trying to burn my remaining warranty time left!! If ** doesn't send me my machine back to me I want a full refund. I purchase this machine for my daughter for school and she has been without it for entirely too long and she is using another I purchased, I am never ever going to purchase anything from ** ever again!!I have the tracking 1Z6E55402684787852 it's been over 120 days so it won't register but I do have the pictures of my item being sent with label that ** sent me. Cost of laptop 466 dollars ORDER NUMBER FOR THE BOX BXBR8675-01 SN# 5CG4310GVN ProdID 947N1AV HP LAPTOP 17t-cn300 CT02

  Business Response

  Date: 06/02/2025

  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:05/28/2025

  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 signed up for the all in one plan with **. I already had the instant ink plan. The hp plan all in one is a plan that send you a printer for free and everything is included. I was only able to use the printer for the all in one plan for two days during the trail period. I called hp the 1 st agent told me I had to send the brand new printer back because it had a malfunction. I couldn't understand how a brand new printer out the box hand malfunction. So I disconnected the line because I had court stuff I had to deal with. I upgrade my all in one hp printing page option to print more sheets. The system stated that the upgrade will happen the follow month. Still having issuse with printing .from the printer. I called hp for 2 weeks. I was told I hand a problem on the instant print side transfer to the instant ink department. I get to that department I was told it's the all in one plan transfer again. I have asked to speak to supervisor and the agent transfer to each other department. I finally got a supervisor who could care less what my issuse was and could careless on how to resolve the issue. Im calling again today to see what happen to my money I paid for to upgrade my printing page. The agent again placed me on hole multiple times. 1st he did see no charge, then when I give him the information about the charge of course he going say it's a instant ink problem. I ask to speak to a supervisor, they agent stated it not a all in one problem. I asked to speak to a speak again and I was talking he tied all over me. Agent placed my on hold for about 8 mins and transfer me to instant ink. Am explaining to instant ink agent that I need a supervisor and she says I need to know why you are call. At this point ** is not trying to resolve the issuse find my money or help at all.

  Business Response

  Date: 05/29/2025

  Customer already has an Escalated Case open. Customers comments 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:05/28/2025

  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.

  Im trying to close my login to ******. Ive never used it, and honestly dont even know why I have a log-in for it. I used the website chat function and talked to ********* who was completely unwilling to help. She kept asking for my phone number and address to verify my account. I sent a screenshot of my ****** account page and showed her that neither of those things are file in my account anyway. I literally have just a username and password, thats it. Obvious to everyone on earth, except *********, if my account doesnt have a phone number or address, clearly punching it into the computer isnt going to verify anything because its not on file!

  Business Response

  Date: 05/29/2025

  HP Store has been alerted to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:05/27/2025

  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 am experiencing difficulty with a return. I received my order timely, however I do not wish to keep the order because I find that no support is available. ** does not recognize the serial numbers of the products ordered, and since all support options that I can find require identification by serial number, my order cannot be supported and is therefore unacceptable to me. I did receive an acknowledgement of my return request by email on May 13, however as of today's date, May 27, no further information has been forthcoming.

  Business Response

  Date: 05/29/2025

  A return for Order #H363508554 was initiated on 05/13/25 (Return Order #R302732575). Customer's comments have been added to the order and the customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:05/23/2025

  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.

  On April 23, 2025, I purchased an HP OmniBook Ultra Flip laptop 14, from Hewlett-Packard's website (order #H363290952), with the advertised offer of $400 for my trade-in (****************************************************). I received the OmniBook on April 29, and submitted my rebate trade-in claim on May 2 (claim # ***-159-187). My claim was approved on May 7, and I packed up my trade-in and waited for ** to send me a shipping label. I emailed ** several times over the next few days since I had not received the trade-in shipping label. Eventually, on May 16, I received a response that they were sending out the shipping labels and to contact them if I have not received a label in 7 days. Well, it has been 7 days, and still no label. It is starting to seem like a scam, offering a $400 rebate, and then never sending the shipping label so you can claim the rebate.

  Business Response

  Date: 05/28/2025

  An HP Store Case Manager has been alerted to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 05/29/2025

   
  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:05/23/2025

  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'm reaching out regarding the hp smart account associated with my email. I tried to remove the printer HP DeskJet 2734e All-in-One Printer (serial number *********** from my hp smart account, however I received an error claiming that the printer cannot be removed because I have an active instant ink subscription associated with that printer. however that instant ink subscription has already been canceled as of may 15. so therefore I am stuck since the online system isn't working. i tried reaching out to hp support both via phone and online chat a few times, however both options kept hitting random errors that didn't allow me to reach a support person.I am seeking for ** to just remove that printer from my hp smart account

  Business Response

  Date: 05/27/2025

  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:05/23/2025

  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.

  My husband accidentally ordered 2 printers from **. We called and told them this was an error and they sent us fed ex labels to send them back. On May 5th we sent the first printer back thru fed ex.The tracking number fed ex gave us was ************. Then on 5-14 25 we sent the other printer back thru fed-ex , tracking number was ************. I have been calling ** for over a week now to have my money refunded to no avail. Yesterday there was a refund for one of the printers on my online banking checkbook and today it is gone. So I am still out the $243.02. And they told me they received the printers but for some reason they will not refund my money. My case #with them is **********. Thank you for any support you are able to give to me.

  Business Response

  Date: 05/27/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23369168
  
  I am rejecting this response because:
  They still havent refunded me for one of the printers.  They charges me for one printer on 5-13-25 $121.51. Then charged me for another printer on 5-22-25. They refunded me for one of the printers on 5-23-25. I am still out $121.51 and I would like this resolved. 
  Sincerely,
  
  ****** **********

  Business Response

  Date: 05/30/2025

  HP apologizes for the delay.  As Case Manager communicated to the customer on 05/28/25, sometimes it takes 3 - 5 business days to see the refund depending on the financial institution involved.  That process may be affected by holidays.

  Reference active Case **********.
  Regards, ******* 

• Initial Complaint

  Date:05/23/2025

  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 have bought two computers from ** and right after the warranty expires the computers become unusable. Both laptops are premium products top of HPs line. The first computer would just not turn on one day. The second laptop has a trackpad issue that ** has no idea how to resolve.

  Business Response

  Date: 05/27/2025

  Customer already has an Escalated Case opened 05/23/25.  Case Manager has spoken with the customer but no resolution has been documented as of 05/27/25. Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,******.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23369561
  
  I am rejecting this response because: This concern has not been resolved as of May 27, 2025 at 3:50pm eastern time as stated by ***
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/30/2025

  HP Case Manager sent box to capture laptop for further testing on 05/28/25.  Box delivered to customer Thursday, 5/29/25 at 11:31 AM ****** Tracking **************** under Order #BXDM8826-01.

  Reference active Case **********.
  Regards, ******* 

  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23369561
  
  I am rejecting this response because: the laptop has been sent off to be fixed. When this matter is resolved fully, I will respond appropriately.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/04/2025

  HP is waiting on customer to send in box with HP Spectre x360 13.5 inch 2-in-1 Laptop. *** tracking #1ZA455X59091807872 for return is showing no movement as of 06/04/25.

  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23369561
  
  I am rejecting this response because: the computer has been sent in the mail to be looked at by a technical team member at **. I will approve the response when the issue has been resolved. 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 06/11/2025

  Once the (second) computer has been reviewed by an HP technician and I hear back on a response, I will respond accordingly. It seems that ** is still working towards an answer on the track pad issue.

  Business Response

  Date: 07/01/2025

  Customer's HP laptop went through initial diagnoses and it was determined that the laptop needed to go into repair. Customer's laptop is no longer under warranty, but ** offers out-of-warranty repair services with upfront pricing and no hidden fees. HP Case Manager offered repair option to customer, but customer refused.  Case was closed.

  Reference **********.
  Regards,*******

• Initial Complaint

  Date:05/20/2025

  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 5/20/25 I was charged $98.20 for Instant ************* This was a shock to me because my Instant Ink bill is usually $3.20 per month. I immediately attempted to contact ** Support through chat, which was not helpful in refunding and canceling my subscription. I spent almost an hour with customer service agents, who eventually escalated my concern to a supervisor, who told me that the BEST he could do was $45 refund. **, this is absolutely unacceptable. You are not up-front with the customer regarding ********************** Ink charges. All a customer sees when logging into the app is a red dot informing the customer that billing method needs updated. THERE IS NO ACKNOWLEDGEMENT OF ACCEPTANCE OF INCREASED CHARGES. If this does not get resolved I will dispute the charge with my bank as a fraudulent charge as I was not made aware of ANY increase in charges.

  Business Response

  Date: 05/22/2025

  Customer already had an Escalated Case ********** opened on 05/21/25. Case Manager and customer seemed to have come to a resolution with Case Manager agreeing to reimburse customer total of $80.06 and waived the fees for the final month of Instant Ink subscription.
  Regards,*******