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

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

• 

  Hewlett-Packard

  430 Mall Blvd Savannah, GA 31406-4801

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:12/04/2022

  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.

  I ordered a product from HP. I found out from another source that it would not work for what I needed. So I went back on chat, which is where I purchased it, to cancel the order within 15 mins. The woman was rude, condescending and vague. When I tried to clarify she talked to me like I was an idiot. So I am thinking my order is canceled. Then I get and email that says my order has shipped. Then I call and the guy said he would send something to the warehouse to stop the shipment. Then I get the darn package in the mail. Then I email them to talk to them about it and I still have to pay a restocking fee and I have not even opened up the shipping box. Then she tells me I will get a returned label but does not tell me how I get the return label. I emailed her 5 times asking how I get the return label and she finally emails me back and tells me that the label expires in 5 days, but still does not tell me how I get the label. So I am filing a complaint because that is the only way I will get an answer. Because I know she will not answer my question the label will expire and she will then tell me too back you have to pay for shipping now!!!! I want my full refund!!! And someone needs to tell me how to get the darn label. How hard of a question is that to answer. If I had seen all the complaints in the last twelve months I would have never called them for a product.

  Business Response

  Date: 12/08/2022

  HP apologizes for the issues *********************************** encountered with her HP.com order. The following email was sent:
  
  12/08/2022
  
  H352314657
  
  Hello *******,
  
  My name is ****, and I have been assigned to your BBB complaint for order# H352314657. We apologize that your order was not cancelled in time as the notes on your order show that it had shipped, and they could not cancel it. I am refunding your restocking fee of $23 due to the cancellation request failure. We will be crediting the difference of $23.00 plus applicable sales tax to your account, MASTER CARD ending in 6255.
  
  HP Shopping issues credit back to the card used on the order within 1 business day. From there, it can take from 3 to 5 business days for your credit card company to process the credit. If you do not see the credit posted to your statement, please call your issuing bank directly. Most likely the processing of the credit missed the posting or statement date. We apologize for the inconvenience this may have caused you.
  
  Cheers,
  
  ***********************
  HP.com Store Escalation Manager -
  Office: **************

• Initial Complaint

  Date:12/04/2022

  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 an HP printer and my printer is not showing on my app so I can print. I called HP was on hold for 25 mins. A man answered the phone took my number down verified my account I explained to him that the app will not allow me to print he said he needed to take control of my computer. I told him it was a phone and he said hold on then transfered me to a dept that was closed. I never knew he was transferring me better yet to a dept that was closed. I am very frustrated because I still can not print and this is not an issue caused by the printer it is an app issue. You can clearly see my printers on my account but I'm unable to print. If this is how HP does it customer service this is sad
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/19) */
  HP Incorporated apologizes for the issues Ms. ************ encountered with her
  HP ***************************************** Printer (s/ **********). HP provided Ms. **** with a free ********************* session. Unfortunately, that did not resolve the issue. Ms. ****'s complaint has been sent back to her Case Manager to see if any other resolution can be offered.

• Initial Complaint

  Date:12/03/2022

  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.

  On June 14th, 2022 I had to take my HP laptop in for repairs at ****************** because one of the components that opens and shuts the laptop broke. The specific part that broke was one of the two hinges that holds the laptop screen up. The laptop component should of not broken because HP should have used better material and designed the laptop better. This caused me to pay the expense of the repair as well as to lose time and be inconvenienced.Laptop Model: 17-bs153cl Serial #: ********** The cost of the repair was $192.88. I desire a refund of $192.88.

  Business Response

  Date: 12/14/2022

  HP Incorporated apologizes for the issues ********************************* encountered with his
  HP Notebook - 17-bs153cl (s/n 8CG74308KH). Based on the age of the unit HP cannot offer a refund for the 3rd party repair that was performed. HP Offered a $125 coupon good to use on HP.com however the offer was declined.

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service 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 wife had set up a monthly subscription plan starting January 2022 which would deliver ink for a HP printer. We had never received any product to this day of December 2022. We attempted to call and resolve the issue by calling their customer service and we were told they wouldn't send any product or provide a refund. We also requested a cancellation of service and they still continue to charge our credit card. We are not gonna cancel a credit card just to stop a service we have formal requested cancellation. We have received no product and we demand a refund and a cancellation of the service that we requested 3 months ago. I've attached the emails my wife has had with HP and trying to cancel the service. After the service cancellation email request was received in September we have still been getting charged.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/19) */
  HP Incorporated apologizes for the issues Mr. ************ encountered with his Instant Ink account. The following email was sent:
  
  Dear*****,
  
  This is ****, your Case Manager with HP Instant Ink.
  
  I am glad that I was able to reach you on my callback today!
  
  As per our conversation, I am unable to find any accounts under your email address.
  If you would like to email reply with additional emails that any Instant Ink account may be under, I would be happy to search them for you in an efforts to find any account responsible for any charges as well as confirm the account status.
  
  I have scheduled another callback to you for December 16, 2022 as close to 11:00 AM Hawaii Time possible.
  
  If that time is inconvenient for you, or you have a better phone number to be reached at, please respond to this email a time that better fits your schedule (Soonest day being December 16, 2022) along with the best phone number to be reached at.
  
  My hours are Monday to Friday 9:00 AM - 5:30 PM Eastern Time
  
  If preferred we can resolve this issue through email instead, let me know if you prefer email correspondence. Please keep in mind that I will not receive this email response in real time.
  
  You can call in to receive sooner assistance but please understand that the only way for you to contact me is through email reply, no agent or supervisor will be able to connect you with me through our phone system.
  
  Here is a great link to check out regarding your Instant Ink account:*************************************************************
  
  Your current case number(s): **********
  
  
  Thank-you for choosing HP Inc.
  
  ****
  
  HP Instant Ink Case Manager

• Initial Complaint

  Date:12/01/2022

  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.

  HP laptop has design flaw on hinge, if you close and open laptop cover a lot, the hinge is broken. The laptop is under regular use.
  
  This laptop is for my work, I work in Siemens and this laptop has full warranty on it. HP charge $749 for repair and it is not reason for customer to pay for product design flaw.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/20) */
  HP Incorporated apologizes for the issues Mr. ********* encountered with his
  HP*****************************************************. Mr. ***** is actively working with HP to resolve his issues. If Mr. ***** has any questions or concerns they may be addressed by his Case Manager.

• Initial Complaint

  Date:12/01/2022

  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.

  I have paid these peopke over $100.00 out of my checking account twice a month, then they turn around, bill my husbands Credit card, and half the time I can't use my printers because they suspend my service, I haven't received half my subscription since April!

  Business Response

  Date: 12/12/2022

  HP Incorporated apologizes for the issues ******************************* encountered with her HP Instant Ink account. A representative attempted to reach **************** to discuss her complaint however, they were unsuccessful. The following email was sent. If any replies were sent after receiving this, they were not received due to the complaint being closed already.
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear ********,
  
  This is ******, your Case Manager with HP Instant Ink.
  
  I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent emails.
  
  If you should require assistance with any Instant Ink issues, feel free to contact ** through phone ***************) or Chat and refer to your case number so our HP Instant Ink support representatives can assist you.
  
  Your current case number: ********** has been closed.
  
  Please do not reply to any emails from ** in relation to this case as it is no longer being monitored.
  
  Here is a great link to check out regarding your Instant Ink account: ************************************************************
  
  
  Thank-you for choosing HP Inc.
  
  ******
  
  HP Instant Ink Case Manager

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I replied to the first email and then they called again, I answer they disconnected the call. After telling me in a voicemail that basically there's nothing they are willing to do to help me in this matter

  Business Response

  Date: 12/19/2022

  ************** was replying to an email on a closed account where emails are no longer received. In that reply ************** informed HP to not contact her anymore if they were not going to help her. If ************** would like to speak to a representative in the Instant *************** she may contact support at the phone number provided in her emails.
  

  Customer Answer

  Date: 12/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I replied before they closed the case, and the person that let me a voice message clearly stated they were not going to help in that matter, basically as long as they continue to take money from people who cares if those people receive the services promised! I work in healthcare and if I promised to take care of your parents that's what you would expect me to do!

  Business Response

  Date: 02/06/2023

  Unfortunately a representative was unable to make contact with ***************  The following email was sent:
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear ********,
  
  This is ******, your Case Manager with HP Instant Ink.
  
  I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent emails.
  
  As per my voicemail, I do see where the past due balances of $19.06 and $41.85 on the account for your ************************* Pro **** have been paid. We thank you for the payment. However, another billing cycle has just closed on 2/4/2023 and another $35.98 is trying to be billed. I have added a $40 prepaid balance to that account to take care of that charge and the account is now in good standing. Having said that, you really should consider downgrading that plan to, perhaps, our 500-page plan to save some money. Right now, between your monthly plan and paper add-on you've selected on that account, you are looking at a monthly charge of $35.98 per month (plus applicable taxes) whereas the 500-page plan with the paper add-on is only $27.48 plus applicable taxes. 
  
  If you should require assistance with any Instant Ink issues, feel free to contact ** through phone ***************) or Chat and refer to your case number so our HP Instant Ink support representatives can assist you.
  
  Your current case number(s): ********** have been closed.
  
  Please do not reply to any emails from ** in relation to this case as it is no longer being monitored.
  
  Here is a great link to check out regarding your Instant Ink account: ************************************************************
  
  
  Thank-you for choosing HP Inc.
  
  ******
  
  HP Instant Ink Case Manager
  
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19320502
  
  I am rejecting this response because: They are ot being truthful, I have receipts that show I have paid $77.81 Per month for one printer and another $45.00 per month for another printer so they are not being completely honest
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2023

  HP instant Ink has reached out to the customer regarding the subscription several times. Should you have additional questions or concerns, please contact the Instant Ink team at **************.

• Initial Complaint

  Date:11/30/2022

  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.

  HP refuses to replace or refund my product for 100% of what I paid for it. It does not work as intended, and they have no solution to the issue. I will attach pics of the conversation and receipt

  Business Response

  Date: 12/08/2022

  HP apologizes for the issues ***************************** encountered with his HP All-in-One - 22-df0023w (s/n 8CC1462Q49). ******************** was offered a prorated buyback for $166.33 this is based on the length of ownership. ******************** has declined the offer.

• Initial Complaint

  Date:11/30/2022

  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.

  Hello, i was using the service of HP for my printer, i moved in Oct 2020 i canceled there services and to my surprise I was still being charged a service fee on my Husband's joint account. and i contacted the company and they are not willing to reimbursed for the charges, i filed a complaint with my bank they are investigating. i just received a call from HP which they are willing to send me a free ink for my printer with the value of $60 something dollars for the charges on my account.. i don't want there ink Amazon sells the ink for $30 why would i except there i want my money back for all the months they charged .. i need you help with this situation

  Business Response

  Date: 12/09/2022

  HP Incorporated apologizes for the issues *************************************************** encountered with her Instant Ink account. ******************** is currently waiting on a response from her bank regarding the disputing charges. HP is unable to refund while they have the open dispute. HP did offer to refund three months for $19.68 or send out a set of ink cartridges. ******************** may contact Instant Ink back once she hears back from her bank.
  

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't they have taken a year Worth of money from my account how is that gonna cover $20 that they're trying to give me an ink cartridge I can get it cheap on Amazon

  Business Response

  Date: 12/16/2022

  
  HP has no records of a cancellation attempt. HP can refund the amount of $19.68 however until the dispute is done with her bank HP is unable to process that. Once ******************** hear back from her bank she may contact Instant Ink to finalize he refund if her bank does not process it for her.
  

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ILL WAIT TILL THE END OF THE ***** TO SEE IF MY BANK WILL RESOLVE THIS

• Initial Complaint

  Date:11/30/2022

  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.

  I purchased a new printer from The Hewlett-Packard Company's website on April 5, 2022 in the amount of $208.05; order number **********. I reported 1 or more technical issues with it prior to the expiration of the HP Care Pack warranty. I was guided, several instances through a remote tech support process where an HP support agent accessed my laptop. HP said they had resolved the problems each time. I continued to have the same issues thereafter. In October 2022, an error code appeared indicating a mechanical failure inside the printer. I called HP and requested a refund. It had been less than a year since purchase. I was emailed by a customer escalation case manager from HP on October 28, 2022. I was told by the escalation manager that I could not receive a full refund for the printer due to a warranty discrepancy and that I was to receive a 'prorated' refund for my purchase. Upon inspection of the manufacturer's warranty listed on Hp's website under the printer's serial number, it states that the manufacturer's warranty expired June 3, 2020. I would like a full refund in the amount of $208.05.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/19) */
  HP Incorporated apologizes for the issues Ms. *********** encountered with her
  HP ********************************************** An HP Case Manager is looking into a full refund with HP E-Gift cards or Ms. **** may accept the prorated buyback for $121.36. If Ms. **** has any questions she may reach out to her Case Manager.

• Initial Complaint

  Date:11/29/2022

  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.

  Writing on behalf of my employer- ******************************.Purchased HP printer on 7/26/21 for $476.29. Printer stopped printing so called customer support on 10/25/22. Case **********. Was unable to get help and was told they aren't able to fix printer. **** said it has a 2 year warranty (1 year through hp and 1 through HP smart) but we weren't eligible because we weren't registered (we are and used HP smart). He said they can give us a big discount since this printer doesn't usually have issues. Still unable to talk to manager. Continued to call back and finally connected with ******* who was working at home (she abruptly put me on hold to stop screaming kids). She said she didn't have any authority to help me and there was nothing she could do. I continued to ask to talk to someone above her but she was unwilling to help. Tried to get us to buy another HP product which was unacceptable. She also said the 2 year warranty doesn't exist and again we can be transferred to sales to get a new printer. We had 3 printers in the office and after this experience we will never buy another HP printer again. Very disappointed with customer service and their "manager" that was unable and unwilling to help. We would like acknowledgment that their product is low-quality.

  Business Response

  Date: 12/13/2022

  HP Incoporated apologizes for the issues ************************* encountered with her
  HP OfficeJet Pro ****e All-in-One Printer (s/n TH1CI4Z0PQ). HP provided **************** with a $75 coupon good to use on HP.com. That coupon was emailed 12/13/22 and will expire 01/31/23. If **************** needs any further assistance she may contact her Case Manager.