Complaints

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

close

Find a Location

HP Incorporated has 72 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HP Incorporated

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

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

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

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2023

  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.

  In December 2019, I purchased two laptops directly from **. The sales representatives told me they had an amazing 3 year extended warranty I could purchase for an additional $108.74 per laptop. If I had any issues at all in the next three years, they would fix or replace the laptop. And if at the end of three years I never made any warranty claims, ** would refund to me $100 (per laptop). So I purchased ** 3 year Pickup and Return Accidental Damage Protection for Consumer Notebooks. On December 5 2022, having never made a claim on either warranty, I sent the rebate claim form to ***************** along with supporting documentation. On December 6, 2022, I received an email from **************** confirming that my claim forms and documentation were complete, telling me they would send an update soon on the rebate, and informing me that it could take ***** weeks for them to process my claim. It has been four months, and I have received no update and no rebate checks. I have reached out to ** repeatedly via email and by submitting requests for update on the website contact form, and they do not respond at all. I have wasted so much time on this, and I would give up, except that I think it is wrong for ** to market and sell service packs to people and then not make good on their promises. I am very sorry to say, ** is still selling this service pack today. People should be made aware that ** will ignore them if they try to get a rebate.I would like assistance from the BBB in getting a response from ** and my rebate for the price of the invoice on both laptops since I did not use the service.I am attaching rebate claim forms, invoices, product description from the ** website, and FAQs from ** website with relevant portions highlighted.

  Business Response

  Date: 04/25/2023

  HP Rebate team has been notified of the customer rebate inquiry. The rebate team will contact the customer with 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 05/07/2023

   
  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.

  HP reached out to me, apologizing and letting me know that the claim would be processed. I subsequently received rebate checks for both laptops/extended warranties for the full amount promised in the warranty agreement.

  Thank you for your assistance with this matter. I am very satisfied with the outcome. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/25/2023

  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 purchased my HP PC on Nov.30, 2021. Two and a half months after the 1 yr. manufacturer warranty expired, and my laptop is totally useless.My PC did a Windows 11 update and then did a restart, it went into an Automatic repair loop and something called Bitlocker.Nothing I've tried fixes it. I've even put in my restore key when in the Bitlocker prompt. I only return to the Automatic repair loop. I've contacted HP customer PC support and they won't offer any help unless I pay for their repair tech service.This is not right, your updates did this. There are numerous complaints from other customers with the same issue.This should be a product recall or class action lawsuit.

  Business Response

  Date: 04/25/2023

  HP *************** team has reviewed the customer complaint. We have assigned a case manager to contact the customer within 1-2 business days. Case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/07/2023

   
  Complaint: 19939709
  
  I am rejecting this response because:  They never contacted me in regards to my problems or issues.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  HP Case manager tried following up and contacting the customer, made several attempts - Case Reference **********. The customer has the case manager's contact information.

  Regards, HP Inc.

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 19939709
  

   

  I never received any response from HP nor do I have the case managers contact info which was never given to me..

  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/25/2023

  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.

  Tracking number ***** ************ Date of the transaction: February 24 2023 I paid around $300 to $400 The printer didnt work at the first because the paper always used to get stuck. I did the shipping February 24 for guaranty with the tracking number that I just provided previously. They sent me a new printer and it didnt work as well because it was incomplete, it didnt have the ink head. I proceeded to call the company and they told me that they will send me a new printer. This printer was also incomplete with the same problem. I have called an incredible amount of times, I already have about 10 open cases for this problem and I still waiting for a solution. I contacted this person: Manny HP Escalations Case Manager CS ******** E-mail: ************* ************************** HP ******* He was the one that sent both printer without the ink head. I am really tired and exhausted of this problem, I have already complained and opened a these 2 complains: ******* ********** I will provide the number of cases:********** ********** ********** ********** I am requesting immediately help! Also, these 2 printer were sent to the wrong address, I needed to drive, pick up them, and talk with the owners of the other house telling them that I wasnt stealing their packages, that they were mine but the company could send them to the right address, no idea why. With this complains and all the evidence that I can possibly provide, I again request for immediately help.

  Business Response

  Date: 04/25/2023

  Case manager is already assigned on the customer's case. They are working towards a resolution, New Case **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:04/20/2023

  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.

  Long story short, hp **** has charged my card 11 times without my consent, the agent on chat is wasting my time on purpose without giving a resolution.

  Business Response

  Date: 04/21/2023

  HP case management team has reviewed the complaint and we have assigned a case manager to contact the customer - Reference Case **********.

  Regards, HP Inc.

  
  

• Initial Complaint

  Date:04/20/2023

  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 purchased an HP OfficeJet printer in July 2021. It is still under warranty until July 2023. When I moved into my new home in Sep the printer stopped working. Once it goes to sleep it will not wake up and go online. It has to be power cycled every time. The latest HP solution was to disable the wireless function and plug the printer into my wifi router directly. Therefore I am only able to print directly from my computer and not any of my wireless devices. HP places the blame on Spectrum but Spectrum says it is not their responsibility to make HP printers work the way they are marketed and sold. I've been contacting HP support since Mar 7 and they have yet to provide an acceptable solution. I have had the problem escalated to the ************************* however they have failed to provide a solution. I have requested a refund since the printer does not work as advertised. At one point I was told my request for refund would be sent to another escalation group and they would be in contact. It is now April 11, and I've been trying for over a over a month to get in touch with someone who can resolve my issue - but today every HP phone number I call is either disconnected, not listed correctly on their websites or is constantly busy with no answer. When I actually do get an answer via a voice response system I'm put on an endless hold and 99 times out of 100 the call gets cutoff or disconnected, not by me. Their customer service is the worst I've ever encountered - if you can even get in touch with anyone at all.

  Business Response

  Date: 04/20/2023

  HP *************** has reviewed the customer complaint- Case ********** - April 17th - The case manager has set-up a replacement printer and the customer is being sent return labels. The case manager will follow up with the customer. 

  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2023

   
  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:04/20/2023

  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 purchased a printer and it would not connect. The order number is H353444660. I had an IT technician try to connect it, he determined it was defective. I returned the printer with the shipping label provided by the merchant. It was returned and delivered 3/24/23. I have contacted them several times and always given the run around or told to wait more time. First I was told to wait 10 days, now they say 14 additional days. I just want my refund already.

  Business Response

  Date: 04/21/2023

  HHO Shopping order number H353444660. HP Depot showing the printer was received April 19th,looks like it had issues with shipping. HP shopping released the return/credit. Allow 3-5 business days to show return. 

  Regards, HP Inc.

• Initial Complaint

  Date:04/20/2023

  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 purchased ** laptop on April 13, ************************** ************, **. I called Hp support on March 31, 2023 because I was getting blue screens and screen freezes (case # **********). This was a operating system problem according to a diagnosis from ************* ** tech support out of ***** attempted to fix it remotely by reinstalling Windows 11. After doing all this for three days, my laptop is still having the same issue. I requested the information to send it out for repair from tech support (*****) several times. Tech told me he will send me instruction to my email ( two separate email addresses given), but I have not gotten anything from **. The ** tech from ***** lied to me. I was deceived and made a fool of. This is not what I expected from ** **** Sincerely, ***************************

  Business Response

  Date: 04/20/2023

  HP case management has reviewed the case and we have assigned a case manager to contact the customer within 1 business day. Case **********.

   

  Regards, HP Inc.

• Initial Complaint

  Date:04/20/2023

  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 purchased an ** printer last August (2022). At the time I enrolled in their instant ink program. The first six months were allegedly free. I never received my ink refill, had to call their frustrating call center where I couldn't understand a lot of what was said because of background noise and heavy accents. They evenntually sent new ink 5 days later. This was a problem because I work remotely and had no ink!! A few months later, I again ran out of ink.Another hour long phone call where I was told to expect my ink in one week. In the meantime I ordered a replacement from Amazon and received it the next day!!! But somehow ** found out I used a non ** ink which fit and worked perfectly by the way. However, they blocked me from using it. Then when I received the ** ink from them the following week, they froze my printer again because I did not want their instant ink program any more as it caused me so many work problems and wasted a lot of my time.

  Business Response

  Date: 04/20/2023

  HP Instant ink team has reviewed the customer complaint- We have assigned a case manager to contact the customer. Reference case **********.

   

  Regards, HP Instant ink.

• Initial Complaint

  Date:04/20/2023

  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.

  I purchased a custom Omen computer for $3400 on Feb 19th. HP had the estimated shipping state of March 10th. On March 11th they changed the estimated shipping date to March 26th. On March 27th they changed the Shipping Date to April 2nd. their Order Status page showed that the machine was finished and packed. On April 3rd they again changed the estimated shipping date to April 8th. On April 3rd I did not accept the new shipping date and demanded cancellation and a refund. Per FTC rules I must accept the new date, if I do not, they must give me a refund. They denied the request for cancellation. I informed them on April 4th they were violating FTC rules and reiterated my request for cancellation. They denied the request again. On April 8th I received a call from them claiming the machine was ready to ship on April 8th and they would send me an email with tracking on Monday April 10th. I did not receive an email with tracking instead they once again changed the shipping date to April 13th, 4th time, and did not email me about it and ask my permission. They did send me yet another email denying my request for cancellation. Order Number: H353349411

  Business Response

  Date: 04/21/2023

  HP shopping U.S. processed the order on April, 14th. Product had shipped and customer accepted the unit, HP shopping credited the customer $200 for the inconvenience. 

  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2023

   
  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:04/20/2023

  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.

  Bought an HP omen laptop on Black Friday 2023, was fine at first but is slowly having more and more issues. The computer keeps crashing when playing games that it has more than enough hardware to support. First contact with HP only checked task manager and recommended repair. Second contact recommended cloud recovery. Third contact recommended that taking it to an authorized HP repair center would the void the warranty. HP case manager then recommended to contact game developer to fix the issue. So now, HP was refused to allow ** to take the laptop in for repair, can't troubleshoot the issue and is pointing fingers elsewhere. This is my final step before pursuing other options

  Business Response

  Date: 04/20/2023

  HP case management has reviewed and we have assigned a case manager to contact the customer- Reference Case **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19920654
  
  I am rejecting this response because:
  

  This is on ongoing issue that will take time to fix. Until a fix is done, i would like to keep the complaint open.
  Sincerely,
  
  *********************

  Business Response

  Date: 05/02/2023

  Case Reference -********** is still open. The case manager contacted the customer via email, waiting for customer response.

  Regards, HP Inc.