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: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.

• 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.

  I was a victim of a Bait and Switch on a recent purchase of a gaming desktop computer. I tried at least 5 times on November 28 to make a purchase through HPs on line store without luck. Each time I got a price with no indication it was a CBRE Monday special. I finally gave up on the on line store and called customer service to configure and purchase the desktop. When I got the price from ******* it was well over $100 more than the online store configured it. When I asked ******* where the extra $100++ came from he said the Cyber Monday sale had ended at 11:00 pm Monday November 28 ( my birthday as fate would have it) My 4th Year Mechanical Engineering student/son at the ******************************* in ******* wanted/needs that machine for his robotics manufacturing class/lab. After spending most of the day messing with HP it was too late to start over with another manufacturer. HP used to be a pretty reputable company, I hope they aren't using the BBB to influence potential buyers of their products. You should look at ( and frankly I should have looked at their TrustPilot ratings of barley over one star out of five to see just how bad customer service is with HP and how the company clearly has no moral compass.

  Business Response

  Date: 12/13/2022

  
  HP Incorporated apologizes for the issues ********************************* encountered with HP.com. A representative has attempted to call and email ******************** several times to discuss his complaint. If ******************** still requires assistance, he may respond to the email that was sent.
  
  12/09/2022
  
  H352252403
  
  Hello ******,
  
  My name is ****, and I can help you with your order# H352252403. For a faster resolution, you can respond to this email with the best contact phone number and when to call in your time, or please feel free to call me at ************ and then ask for the *** Department someone will transfer you to me. I am in the office Mon.-Fri. 7 AM- 4:30 PM Mountain time. We are happy to assist you with all of your HP technology needs.
  
  Cheers,
  
  ***********************
  HP.com Store Escalation Manager -
  Office: **************
  

• 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.

  On November 27, Sunday night, I placed a 720$ order for a pc. I immediately placed a refund request, and even spoke to a representative. I was told that rather than place a chargeback, that I should wait 2 days and there is ZERO possibility of the pc being created within those two days. On November 29, I received email notice that the custom PC is built and that I cannot receive refund.

  Business Response

  Date: 12/08/2022

  
  HP apologizes for the issues *********************** encountered with his HP.com order. A representative reached out and was informed that his issue had already been resolved and no further action was required from HP.

• 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.

  I have purchased a********************** Microphone with its original price, and I record lectures ********************************************** And I lost one part (*************** Microphone Mount Adapter). I can't remember what happened. I don't keep receipts, and the company won't replace that part with the original part even if I want to pay for it. I advise all buyers to stop buying from unreliable support to their customers.
  
  I talked to the customer service rep and asked to get an escalation to a manager at two different times, and they kept saying the manager was unavailable and that they would call me. They also said we couldn't support.
  
  I was thinking about a small part (the smallest plastic part) that is essential to the purpose for which I purchased the mic in the first place to be used for.
  
  Every time I ask the care support agent if this is how you support your customers (they respond we are HP now !!), what does that mean?
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/12) */
  HP Incorporated apologizes for the issues Mr. ************** encountered with his ***************. The Executive Office sent Mr.******* several emails attempting to get more information on the product. To date the has been no response. If Mr.******* still requires assistance, he may respond to the email that was sent.
  
  
  Consumer Response /* (3000, 7, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't need anything from HP or ******. I won't buy anything from them. I bought many for my business, family and personal use. But after this, we will never trust that brand.
  
  I was able to get the missing piece (OEM) from a family member. So no need from unreliable customer service and company.
  
  I hope people will read and learn to only buy from good customer centered brands.

• Initial Complaint

  Date:11/29/2022

  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.

  I have an HP Office Jet **** printer. I purchased it 4 or 5 years ago. Until yesterday, I was able to use non-HP compatible ink cartridges, which are much less expensive and work just as well. Yesterday, I replaced the ink cartridges in my printer, and after the printer started up again, I got an error saying "Non-HP Chip Detected," with further instructions to use only HP ink cartridges. I had replaced the color cartridges, but not the black one, so I tried to print in black and white, and was still unable to print anything. I still received the "Non-HP Chip Detected" message. My printer was completely unusable until I loaded HP ink cartridges. This had to have happened with an automatic update from HP, as the printer is connected to the wifi in my house and was not set to ignore updates. Previously, I got a pop-up message warning me that I wasn't using HP ink cartridges, and I was fine with accepting that risk.This is a complete scam. HP has pushed out an update that forces anyone with an HP inkjet printer to use only HP cartridges. And because they've made this the only option, they can charge whatever they want to for them. My only alternatives are to keep buying the more expensive HP ink cartridges or to get rid of the printer altogether and replace it with one made by another brand (and believe me, when this printer dies, that's exactly what I'll be doing).If HP wants people to use their cartridges, they should price them competitively, not force it to be the only option.

  Business Response

  Date: 12/12/2022

  HP Incorporated apologizes for the issues Ms. *************************** encountered with her HP Office Jet **** printer. The Executive Office sent ******************** several emails attempting to get more information on the product. To date the has been no response. If ******************** still requires assistance, she may respond to the email that was sent.

• 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.

  I signed up for instant ink a year and a half ago I was sent ink and then I decided that they were sending me too much ink so I cancel my subscription. When I went to print something out with the ink they sent me I was told I could not use that ink because I had canceled the subscription mind you I have paid close to $7 a month for the last year and a half. In all actuality I have paid for the use of that ink regardless if I canceled my subscription or not I believe this is a rip-off trying to make people stay within in order to use their printer. I would either like to be able to use the ink that is mine that was sent to me or a refund for the ink.

  Business Response

  Date: 12/08/2022

  HP apologizes for the issues ******************************************* encountered with her Instant Ink account. A representative reached out and explained how the Instant Ink program works As a courtesy HP sent out one black ink cartridges so ******************** may resume using her printer without the Instant Ink program. That cartridge shipped under tracking # ************ with an ETA shown as 12/10/22.

• Initial Complaint

  Date:11/29/2022

  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 purchased a PC from HP, with a ship date of 11/28. I paid more for this PC for what they call a quick ship option. Meaning the product would ship from their facility sooner. On 11/29 I had no shipping confirmation or any other communication with HP regarding the product I purchased. I called on 11/29 and spoke with what I was told was a supervisor for an update on my order. I received an email at the end of the date stating they hoped my PC would ship by 12/13. I called back and tried to speak with another supervisor and was basically told we don't know when your PC will ship. I do not understand how you advertise you will ship something on one day and then go to I do not know when it will ship will $2000 of my money is tied up with this company. This is a terrible way to do business and they could care less.
  

  Business Response

  Date: 12/08/2022

  
  HP apologizes for the issues ********** encountered with his HP.com order. The following email was sent:
  
  12/06/2022
  
  H351903650
  
  Hello ****,
  
  My name is ****, and I am responding to your BBB complaint for order# H351903650. I researched your order and discovered your order was cancelled and that you were refunded on 11/23/2022. I have attached a SNIP of our financial system showing your refund was successful for the whole order. The day your refund was initiated, here are the refund expectations.
  
  HP Shopping issues credit back to the card/ payment method used on the order within 1 business day. From there, your financial institution may take 3-5 business days to process and reflect your refund. 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: **************
  

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This was still a very frustrating experience, the refund was never the issue. It was the false description on your website. I can go to your website right now and order another PC and get a bogus ship date that you cannot uphold. I spent hours of my life on the phone trying to get what you as a company promised, and someone will go through the same frustration because you haven't addressed the real issue. My complaint can be closed, but it wasn't a happy resolution.

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/08) */
  HP apologizes for the issues*********** encountered with his ****** order. The following email was sent:
  
  12/06/2022
  
  **********
  
  Hello ****,
  
  My name is Jake, and I am responding to your BBB complaint for order# **********. I researched your order and discovered your order was cancelled and that you were refunded on 11/23/2022. I have attached a SNIP of our financial system showing your refund was successful for the whole order. The day your refund was initiated, here are the refund expectations.
  
  HP Shopping issues credit back to the card/ payment method used on the order within 1 business day. From there, your financial institution may take 3-5 business days to process and reflect your refund. 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,
  
  Jake *******
  ****** Store Escalation Manager -
  Office: **************
  
  
  
  Consumer Response /* (3000, 7, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This was still a very frustrating experience, the refund was never the issue. It was the false description on your website. I can go to your website right now and order another PC and get a bogus ship date that you cannot uphold. I spent hours of my life on the phone trying to get what you as a company promised, and someone will go through the same frustration because you haven't addressed the real issue. My complaint can be closed, but it wasn't a happy resolution.

  Business Response

  Date: 08/09/2024

  Complaint #: ********** BBB complaint received on Dec 5, *********************** shipping customer's PC purchased through hp.com despite customer paying for expedited shipping.HP responded on Dec 8, 2022 that customer's order was cancelled and refund on Nov 23, 2022.

  
  

• Initial Complaint

  Date:11/27/2022

  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.

  Purchased an HP All in on printer in December of 2016. I also at the time purchased the Instant Ink program for $2.99 per month. I finally ran out of ink after paying for nearly 6 years and paying over $200 for the service (more than I paid for the printer). I got my new cartridges and cancelled my subscription thinking my printer wouldn't last another 6 years. Upon trying to install my new cartridges, HP had blocked me from using them because I had cancelled my subscription and my printer literally said on the screen that they couldn't be used because I was not an Instant Ink member. This is after paying for the service for 6 years.They are in effect holding my printer hostage and preventing me from being able to use it. This is not just bad business, but criminal.I'm asking to be able to use the cartridge's that I already paid a lot of money for, and to have them stop this predatory practice. They will not allow me to install the cartridges without resubscribing to the program.In addition, they told me I would have to pay $14.95 a month, plus a one time reconnection fee of $35.00.This is blackmail. There was nothing in my original purchase agreement that said I had to use the Instant ************ or any mention of a penalty for stopping it.I want them to give me control of my printer and allow me to use the cartridge's.

  Business Response

  Date: 12/08/2022

  HP apologizes for the issues Mr. ******************* encountered with his Instant Ink account. A representative reached out and informed ************** that an order was placed for a full set of regular ink cartridges. Once ************** inserts those cartridges he will be able to use his printer.

• Initial Complaint

  Date:11/26/2022

  Type:Customer Service 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 HP DeskJet ******************************* Printer, Scanner, Copier with Instant Ink and HP+ (******) online. About a week later I picked it up at ******. I was so excited to start using my new printer and signing up for free ink for 6 months. After opening the printer I began to experience problems connecting it to my Wi-Fi. It would not connect because I live in a once-hotel that has been renovated and the printer states it's not compatible with my Wi-Fi? I spent many hours on the phone with HP support. I had bought it in Oct 2022, but when I registered it HP began the warrant in August 22? They stated they would update it to October, but they have not. Also, tried to sign up for the free ink but because their unit is defective with my Wi-Fi, they stated I cannot sign up with their free ink program. I was passed around to numerous HP reps where I was informed each one would sign me up manually for the free ink for 6 months, but this was dishonest. I requested a coupon by email when my ink ran out so I could use it for free ink, but they denied me this. I was passed around to many other reps who were supposed to help me get my wireless unit connected to my Wi-Fi. They did not. They denied me free ink sign up manually where I would advise them when my ink needed replacement, though they stated it could be done, but when I spoke to another (transferred) rep, they told me something different. So finally I requested being sent an HP unit by them that would connect to my Wi-fi and I could get free ink. They refused. I was unbelievably informed by the last *** that when I relocated they might get me only 3 months of free rent. I was upset at that point. They did not honor their advertisement or services, so I need a unit that will accommodate me. *************************************** I cannot run around obtaining new units easily in any way. When I picked this unit up new from ******, the c.s. clerk brought it out to my car because I was unable to go in.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/13) */
  HP Incoporated apologizes for the issues Ms. *************** encountered with her
  HP ************************************************** HP has corrected the warranty to reflect the correct dates as well as offered a $100 EGC that will be sent to her email. If Ms. ****** has any further questions or concerns she may direct them to her Case Manager.
  
  
  Consumer Response /* (2000, 8, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was able to speak with *************** in escalations last week on this matter. He was truly a decent HP employee to work with. Though I'd rather to have seen other necessary resolutions I mentioned to be implemented for my HP device, the HP production design was simply not there yet. ****** however did the best he could outside this and now I will get the ink I need, and he also updated my warranted to reflect my date of purchase; awesome! I'm sure HP will receive my suggestions to update their future devices to work with all WiFi connections, not just those of which are secure, but unsecured ones as well. Sometimes some of us are residing in housing situations beyond our control and WiFi connections of all types need to be working with any HP unit. An HP disclosure can be made when connecting an HP device to an unsecured connection that the consumer must agree with in order to proceed. In the end this case has been resolved to my satisfaction and ****** is truly a gem to work with; he listened and we had intelligent discussion about this situation with email follow ups. I cannot thank HP enough for having ****** on their team. He's an excellent problem solver. Thank you, ****** and HP. Bravo!

• Initial Complaint

  Date:11/25/2022

  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,
  
  This is regarding a laptop I purchased from hp. The parcel arrived with physical damage and the laptop didn't want to turn on no matter what I tried. I contacted Hp many times regarding this matter and finally after threatening them with chargeback, I was finally able to get them to send a ***** return shipping label. It took almost 2 weeks for them to do so.
  
  I used the shipping label to send the laptop back at walgreens as instructed by the *****/hp email that contain the label. After almost 2 weeks I checked the tracking number and it hasn't moved. I contacted ***** and a ***** manager told me it has most likely been lost and that I should contact hp right away to file a claim. I did so immediately was told to wait for 24-48 hours. 4 days went by I contacted hp again and was told I had to wait again. I asked why the previous rep told me to wait 24-48 hours for a resolution and the rep kept telling me to wait even more. 3 days later, which is today I contacted hp again in regard to this matter. ***** told me there's no note in regards to the lost package. I've had enough at this point and asked a supervisor to join in. ****** joined the chat and she told me a case has been escalated for a few days started from the Nov 18th and that someone needed to contact ***** but so far no one has. I'm tired of all the lies and deceit at this point and threaten them to file a chargeback again. ****** didn't seem to care but she requested my number so as the resolution team can call me. I'm done dealing with this garbage of a company. I'm compiling evidence against hp to share on all social media platforms. I want people to know how hp will treat you like garbage.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/06) */
  HP Incorporated apologizes for the issues Mr. ******** encountered with his HP.com order. HP has processed the requested $1351.86 refund for Mr. **.