Business Profile

Network Computers

HP Incorporated

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Complaints

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

Customer Complaints Summary

2,389 total complaints in the last 3 years.
889 complaints closed in the last 12 months.

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Submit a Complaint

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:08/21/2025
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.
This company does not allow you to talk to an actual person. Instead it runs your blood pressure up after nearly ten minutes of fighting their computer to say they will connect with a person only to hang up. All I wanted was to get a person to update my payment date because I don't get paid until the 28th and they tried to take it today on the 21st. No we can't let me talk to a live human. That would be too much like right.
Business Response
Date: 08/22/2025
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:08/21/2025
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 probably over 10 charges from **, I did not receive and services or products. They keep charging me when the printer will not work , they dont send out ink nor paper . When asking them for a refund or at least a credit on the account they ignore me , put me on hold for an hour and never fix the issue. They hardly speak English and are incredibly rude. They are stealing folks money including mine! AVOID HP PRINTER AND THEIR PLANS!! Scam!! Scam!! Scam!!
Business Response
Date: 08/22/2025
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, *******
Initial Complaint
Date:08/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had subscribed to Hewlett Packards Instant Ink program. In short, for a monthly fee based on the number of pages I anticipated printing, ** would keep me supplied in ink delivered to me at no additional charge. If I exceeded the number of pages I estimated, the monthly rate would increase for that period. I did and it did. I found the amount charged to be excessive and canceled the service approximately 2weeks ago. ** now told me that the cancellation apparently didnt completely process. I attempted to pay using a ********** debit which ** says it takes. It didnt go through. I tried again twice more. It didnt process. ** also says it takes ****** Pay. I tried to pay using the same card there. ** rejected it again and told me to contact the bank. I did. Funds were sufficient no problem on issuers end. Over several hours over two days I tried to resolve this issue with ** using a few CS agents on their chat service which doesnt work at all well. I followed their suggestions to try to resolve the problem none of which worked. I feel that *** invested much more time into resolving this problem than necessary. This should have been a 2 minute online transaction. The funds are available ** just needs to correct the problem to collect them. I also feel that JP is misrepresenting itself by saying that they accept MC and ****** Pay, when, in some circumstances, it clearly doesnt. I almost think that *** should reimburse me for my time and effort over several hours trying to pay what they say I owe.
Business Response
Date: 08/22/2025
An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 08/22/2025

Complaint: 23778444

I am rejecting this response because:

Sincerely,

**** *****
Rejected as it dose not even address issues raised. But thanks to involved parties for quick action.
Ill wait to hear from case manager to discuss resolution of issues raised in initial complaint with them.
Business Response
Date: 08/28/2025
HP Instant Ink Case Manager attempted to contact customer on 08/25, 08/26, and 08/27/25 by email and phone. Customer responded on 08/27/25, but Case had already been closed. A new Instant Ink Escalated Case ********** was opened for the customer on 08/28/25 and assigned to an ********************** Escalations Case Manager. HP provided the Case Manager with the customers recent ******************** feedback.
The customer should be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:08/20/2025
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.
I have a subscription for printing with HP instant print, Im only supposed to pay this once a month and since may or June I have been having to pay this every 2 weeks. Now they are trying to charge me $50 dollars and wont let me print. I have a Zero balance showing on my App and on the web site. They refuse to fix it and wont fix it unless $50 dollars is paid. $10 dollars or more has been paid every 2 weeks since June.. **** is false advertising.
Business Response
Date: 08/21/2025
A new Escalated Case ********** was already opened for the customer on 08/20/25 and assigned to an ********************** Escalations Case Manager. ** provided the Case Manager with the customers recent ******************** feedback.
The customer should be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:08/19/2025
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.
On the sixteenth of July, I purchased and all in one printer through **. The product came previously used and not reset to manufacturer defaults. I had to call multiple times to get it, set up, and it would not set up. I left on vacation and it was still not set up. While I was gone, they finally approved it to be set up. And then when I got home on the 14th of August, it would not work with the ink that they sent me. I had until the sixteenth that closed the account or face a two hundred-seventy dollar fine. I chose to cancel the account. I have 2 emails from their employees stating that my account was canceled on the fifteenth. On the eighteenth, today, i received an email at 9:28, stating that I was going to be charged the two hundred and seventy dollar fine and a month of the program. When I called to state and clarify that I had already canceled it. And I had proof their response was to say, we'll escalate it and see what happens. They have lied multiple times to me and I do not trust them, and I am asking that you guys get involved, because I want this to be over.
Business Response
Date: 08/19/2025
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, *******
Initial Complaint
Date:08/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We (my husband ******* and I) bought a new HP printer on 12/06/24, HP Smart Tank 6000. We also took the warranty with it. The product has worked well until today, 8/18/25. An error appeared on the printer and within in the app that the "Printheads Missing". I followed all of the troubleshoot suggestions and nothing helped. So I called ** for assistance, and they offered to send a new printhead for the black ink, to be delivered on 8/21. I asked for it to be overnighted because I CANNOT have my printer down for even 1 day, I needed to print a bunch of documents for work on 8/19, 8/20 and 8/21. The rep ****** put me on hold to check on this, but she could not get me any sooner than 8/21. So I requested some kind of reimbursement, such as some black ink, because I now have to go to a print shop to PAY for the documents I need printed. She checked with a supervisor and they refused to reimburse anything for the inconvenience. She then stated the best she could do was Express shipping to arrive on 8/22, so I called her out on the date because she told me 8/21 the first time. She apologized again and said 8/22 is the best she can do. I advised that isn't acceptable and ended the call. I had an HP printer before this and NEVER had any issues, so we were excited for our new printer back in December. To have a part break down 8 months after purchase, and leave me in a lurch with my work is absolutely disappointing and the customer service was not empathetic to the situation. I would like to have a black ink bottle (32XL) sent to me to make up for the time and cost I now have to incur due to faulty part and poor delivery time.
Business Response
Date: 08/20/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted as soon as possible.
Regards, *******
Initial Complaint
Date:08/18/2025
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 PRINTER STOPPED WORKING IN JULY, 2025, I CALL HO, THEY TOOK MY CREDIT CARD INFORMATION TO SEND ME ANOTHER PRINTER ABD A RETURN LABEL, AFTER DOING TROUBLESHOOTING, THIS NEW PRINTER STOPPED WORKING FRIDAY, AUGUST 15, 2025, I CALLED HP TODAY, WAS ON THE PHONE FOR 3 HOURS OF TROUBLESHOOTING AGAIN, THE REPRESENTATIVE TOOK MY CREDIT CARD AGAIN AND TOOK AN ADDITIONAL $15.00 FOR OVERNIGHT SHIPPING, I NEED TO COMPLETE 5 DAYS OF WORK TO PRINT, AGTER THE REPRESENTATIVE TOOK MY CREDIT CARD INFORMATION AND CHARGED MY CARD, SHE WAS APPARENTLY IN THE PROCESS OF GETTING MY PRINTER OUT FOR SHIPPING , THE CALL DROPPED, SHE DID NOT HAVE THE DECENCY TO RETURN THE CALL, I AM TYPING THIS COMPLAINT WHILE I AM ON HOLD CALLING HP AGAIN . THIS IS REDICULOUS AND TINE CONSUMING. I HAVE A ZOOM MEETING AT 7:30 PM WHICH I WILL BE LATE AND PENALIZED BECAUSE OF **. I WANT SOMETHING TO BE DONE ABOUT THIS. I WANT A NEW PRINTER, NOT A 3RD REFURBISHED PRINTER TO GET THE SAME PROBLEMS
Business Response
Date: 08/19/2025
A new Escalated Case ********** was already opened for the customer on 08/19/25 and assigned to an HP Escalations Case Manager. ** provided the Case Manager with the customers recent ******************** feedback.
The customer should be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:08/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought a laptop a few years back but it never worked properly since the beginning two weeks after buying it it had a missing or damaged chrome os that needed to be recovered from then on we have had this problem after recovery every week or every other week where it happens again and again the computer is basically new because we havent used it because of this same problem. I want a replacement for something that never worked but I prefer not to get a Chromebook again since they all from what I hear have the same problem.
Business Response
Date: 08/19/2025
** apologizes for the inconvenience, but we need more information. Please provide Serial Number for the Chromebook in question and any related HP Case numbers so we can further assist with your issue.
Please note: Serial number is a 10 digit, letter-number combination, no dashes or spaces; usually located on the back of the laptop near the bar code.

Regards,******.
Customer Answer
Date: 08/28/2025

Complaint: 23763379

The serial # is **********

Sincerely,

****** ********
Business Response
Date: 09/04/2025
The customer's HP Chromebook x360 (serial #*********** was made in 2020 and its HP hardware warranty (which lasted 13 years) has long ago expired. That only covers physical repairs and hardware issues. Good news: ****** will continue to provide software, security, and feature updates until roughly mid-2028based on its 8-year policy for 2020 models. So while its no longer under warranty, it will keep working and stay protected for several more years. You can check the exact expiration date by going to the Chromebooks settings or visiting Googles update policy page.
Regards, ******
Customer Answer
Date: 09/08/2025

Complaint: 23763379

I am rejecting this response because:
I didnt know about the warranty and the computer has not worked since we got it we believed we only had the 15 day window to return to the store we purchased after the 15 day window it immediately began to have chrome problems saying it was missing or damaged and we have fixed it ever since we got it because we had no other choice but we are extremely exhausted with it because we havent even used it a handful of times and we have had to fix it 10 times more than we have used it. This product has always been defective. And upon my recent researches I see Im not the only one that has complained about it yet you have done nothing to fix this persistent problem. So why not right a wrong and exchange it for a product that actually works that isnt a Chromebook because this has only happened with chromebooks!
Sincerely,

****** ********
Business Response
Date: 09/25/2025
HP acknowledges receipt of customer's correspondence regarding the Chromebook purchased and the concerns customer has raised about its performance. ** regrets the difficulties the customer has experienced and understands the inconvenience caused by repeated functionality issues.
Please be advised that all ** products are accompanied by a limited manufacturers warranty, which operates independently of the retailers return policy. This warranty provides coverage for defects in materials or workmanship during the applicable warranty period. Customer's HP Chromebook x360 - ************ has reached End of Service Life (EOSL) status. In accordance with ** policy, products designated as EOSL are no longer supported. This includes, but is not limited to, the unavailability of replacement parts, repair services, and technical support.
As such, ** is unable to provide repairs or any related services for this unit.
Regards, *******

Customer Answer
Date: 09/30/2025

Complaint: 23763379

if you guys are selling products the least you could do is at least make them so they dont work and break down all the time to the point customers could only use them one or two times before the software glitches and stops working on it having them repair it multiple times even though it is an hp problem and I am not the only customer that has complained about it. You should be exchanging those faulty laptops that cost people money if they dont work properly and dont have nothing to do with user error or damage by purchaser when they let you know what has been happening for so long. If you aint going to do that I recommend making products that actually work properly!

Sincerely,

****** ********
Initial Complaint
Date:08/18/2025
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 sent my laptop to be repaired which is under warranty. I still haven't received my item back yet not hp is playing games and claiming the item is wrong I didn't ship right item blah blah blah. The laptop was shipped to ** for repair hp then shipped item back to me but ***** then shipped item back to hp not ** wont send it back. they keep giving me excuses on why item isn't recieved
Business Response
Date: 08/20/2025
Customer already has an Escalated Case open and customer is working with an Escalation Case Manager to investigate the Order #BXFB2821-01 delivery issues involving FedEx. Customers comments from this latest ******************** complaint 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: 08/20/2025

Complaint: 23762105

I am rejecting this response because: The business didn't really respond with anything. I want my item and or my money

Sincerely,

******* ****
Business Response
Date: 08/27/2025
Upon review, we have identified two issues that require your immediate attention in order to proceed with the repair and return of your product:
Incorrect Serial Number Provided.
The serial number initially provided does not correspond to the product received. For warranty, service tracking, and regulatory compliance purposes, ** must maintain accurate product identification. Please confirm and provide the correct serial number associated with your device.

There also appears to be a discrepancy with the shipping address on file, which prevents us from arranging return shipment of your product. In accordance with ** policy, we cannot dispatch repaired equipment without verified customer details. Please provide your full and accurate return address, including postal code and contact telephone number, to avoid delays or misdelivery.
Please note that ** will not be liable for any delay in processing or returning your device where incomplete or inaccurate information has been provided. Failure to supply the correct serial number and a valid return address may result in the suspension of service activity, and ** reserves the right to return the unrepaired unit at the customers expense.
To avoid further delay, kindly reply to the HP Case Manager within five (5) business days with the requested information.
Reference active Case **********.
Regards, *******
Customer Answer
Date: 08/27/2025

Complaint: 23762105

I am rejecting this response because:They stole my money and my laptop

Sincerely,

******* ****
Business Response
Date: 09/16/2025
** is carefully reviewing the history of customer's device. Customer's original unit, purchased in 2020, was repaired under warranty in 2022 and later replaced with an upgraded model. The replacement unit was returned to **'s service center in 2023 but, as it was already out of warranty and determined not repairable, it was shipped back to the customer. Unfortunately, tracking shows that the return delivery was not completed and the package was sent back to the shipper.
Because the warranty has expired and the original defective unit was not returned, ** is unable to provide further repairs or replacements at this time. As part of **'s standard process, our Fraud and Security team may become involved to further review and investigate customer's claims. This is to ensure that ** maintains the integrity of our services and protects our customers.
That team may contact the customer if any additional information is required. In the meantime, ** recommends customer retain any relevant documentation or communications related to this Case.
Reference Case **********.
Regards,******.
Customer Answer
Date: 09/19/2025

Complaint: 23762105

I am rejecting this response because: just send me my product back as your refusing to even send me my item back. Everytime I call you guys claim that you need to find my product its been several months

Sincerely,

******* ****
Initial Complaint
Date:08/18/2025
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 have been receiving error messages from HP Instant Ink stating that my payment has been denied due to insufficient funds, which is incorrect. Additionally, I have repeatedly requested that my payment due date be adjusted to fall between the 3rd and 7th of each month, as this aligns with the timing of my disability payments.
Business Response
Date: 08/19/2025
** apologizes but the customer's email: *************************************, and phone number: ************** did not bring up the customer's ** profile. Is there another email or phone number associated with the HP Instant Ink account? If possible, if customer can provide alternate email or phone number or can provide the Serial Number for the ** printer on the account, we can further assist with the issue.
Please note: Serial number is a 10 digit, letter-number combination, no dashes or spaces; usually located on the back of the printer/laptop near the bar code.
Regards,
******
Customer Answer
Date: 08/20/2025

Complaint: 23762279

I am rejecting this response because:I do not see anything about changing my due date or trying to charge me early

Sincerely,

***** ******
Business Response
Date: 08/27/2025
Customer has not provided the information that ** needs in order to assist and get a representative from Instant Ink to address customer's concerns. Please provide the email, the phone number, and the ** printer serial number in order to look up the ********************** ink account in question.
Regards, *******

Customer Answer
Date: 08/28/2025

Complaint: 23762279

I am rejecting this response because: they have all of that, ********************* Phone currently not available, product number 910910xl916XL. PIN ********. S/***********

Sincerely,

***** ******
Business Response
Date: 09/16/2025
** appreciates the customer providing the requested information. 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, *******

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HP Incorporated is NOT a BBB Accredited Business.