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

  PO Box 10501 Palo Alto, CA 94304

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  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:07/30/2025

  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.

  Purchased New HP Ominibook X FLIP 16 for staff use on 5/8/2025, and unit died 6/9/2025. Since it was beyond the return policy, we had to send in for repair which we started on 6/12/2025. ** shipped the return box to the wrong address nearly a week later than the ***** they promised on call. We got the empty box finally, and ** received it on 6/26/2025. The repair date has constantly slipped until now it stands at 8/16/2025 with no end in sight. They should just send us a new replacement give that it was a new laptop or offer to refund the purchase. NEVER by ** for business since they don't stand behind their products in a timely fashion. It was never this bad before the company split, and we have lots of ************** workstation which we will switch to **** in the future.

  Business Response

  Date: 07/31/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, *******
  

• Initial Complaint

  Date:07/30/2025

  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.

  Subject: Formal Request for Replacement or Refund HP Omni Desktop **On May 25, 2025, I purchased an HP Omni Desktop ** with a 2-**************** Pack directly from HP. Since setup, *** faced unresolved technical issues despite multiple support efforts.Initial Issue:During setup, the system briefly displayed a Hypervisor error, which later reappeared and caused repeated shutdowns. A QR code scan indicated faulty *********** Interaction:I contacted HP Chat Support and spent four hours troubleshooting, including creating a USB boot drive. The next day, I was told to disable Secure Boot in BI**a step I questioned, but followed. This caused a critical failure and persistent blue screen. These instructions, provided by ** support, directly worsened the ************ Outcome:Though I requested a replacement due to defective hardware and a worsened condition, I was told the 30-day window had just passed and was instructed to send the unit in. After 2.5 weeks, the ** was returned with only the ** reinstalled. The *** issue remained unresolved, Secure Boot was still disabled, and essential tools like HP Support Assistant were missingposing security concerns for my remote work.Further Escalation:HP escalated the case to SmartFriend. One rep dismissed the issue and demanded payment without reviewing it. A second ********** reinstalled HP Support Assistant and attempted to access BI** with me via FaceTime (unsuccessfully). I was lead to believe this would be replaced now that unusable.Current Status:Ive followed all guidance and spent significant time trying to resolve this. The ** remains unusable due to a problem originating with HP hardware and support. Most concerning, the ************* Manager ended our most recent call by hanging up on mewithout resolution or follow-up.Request:I am formally requesting a full replacement or refund. Given the persistent hardware failure and ineffective support, I believe this is a fair and reasonable resolution.

  Business Response

  Date: 07/31/2025

  Customer already has an Escalated Case open and customer is working with an Escalation Case Manager.  Customers comments from this ******************** 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: 07/31/2025

   
  Complaint: 23677607
  
  I am rejecting this response because I have not received any communication from the assigned escalation manager in the past four days, and I can no longer dedicate additional time to this matter. Over the past month, I have fully cooperated with all requested troubleshooting steps, including sending in the unit for service. Unfortunately, not only has the issue not been resolved, but the condition of the unit has worsened despite it appearing to be defective from the outset.
  Given that the warranty expired only a few days prior and the problem is clearly not due to user error, I believe it would be reasonable for ** to take ownership and offer a resolution.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/08/2025

  HP Case Manager set up a repair for customer's HP Omnidesk Desktop computer (Order #BXDY3134-02) on 08/04/25.  Repair box was delivered to customer ***** Tracking ***************
  Thursday, 8/7/25 at 12:58 PM. Unit to repair center still pending.

  Regards,*******

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23677607
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/29/2025

  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.

  Filed and sent in ****** from May to August to repair HP notebook a few times under the 3YR ******* Plan plus accidental coverage . Each time the repair depot broke something else on notebook so I had resend for repair. Also customer service were not very helpful and cannot resolve simple delivery issues. Overall, the ******* Plan I paid for is a scam as I still do not have my notebook in possession due to ** inability to fulfill the warranty repair contract. I wish for a full refund of the computer & the warranty plan. Contacted agents multiple times but they have provided zero meaningful assistance. Attached original invoice as proof.

  Business Response

  Date: 07/30/2025

  Although customer has had numerous Cases, the issue has never reached the Escalated level. An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23672078
  
  I am rejecting this response because:

  Contacted **************** as mentioned in original message. The agents did escalate and would not let me speak a supervisor to do. It is looped argument HP provided. Please ask HP to escalated my issues if they are accusing me if never trying. 

  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 07/31/2025

  Resolved issue with ** (business) involving the above complaint. Used my response code in the BBB messaging prior so this the only method I could think of to request a case closure.

• Initial Complaint

  Date:07/27/2025

  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.

  Even when my HP OfficeJet Pro 8710 printer has plenty of ink in the black ink cartridge, my wireless printer does not allow me to print in black & white when any one of the other colors (blue, yellow or red) are running low or out. In addition, I receive notifications that colors are "running low" when I can hear by shaking the cartridges that there's still quite a bit of ink left in the cartridges. This is very frustrating and results in inefficiencies in my business not to mention the expense of having to replace the colored cartridges so frequently.Please stop this business practice of disallowing your customer from printing in black & white when one of the colored ink cartridges is running low or out of ink.

  Business Response

  Date: 07/29/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

• Initial Complaint

  Date:07/27/2025

  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.

  Several months ago I ordered an HP printer from target it arrived and I tried to set it up. The plug keeps falling out, so it turnsitself off. It doesnt register Internet when the Internet is on and the app says its registering. It will print a page based on their own but nothing that I put into print. Also, the ** code to set it up was for a wrong printer, which messed everything up anyway since thenIve been complaining about it and want them to make it right. They refuse to return my money at one point they said its under warranty and they would take care of it if it meant coming out to my house. I said great then they took that back and now theyre saying they dont have this printer anymore. I just bought it this year so where they sellingold printers to target And therefore they dont know how to make it right. Im out money for a product that is broken and maybe thats why they dont it anymore. I dont know I dont care. I just want a new printer or my money back.

  Business Response

  Date: 07/28/2025

  Customer already has an Escalated Case open ***********). HP apologizes for the poor communication and service with this Case. Customers comments from this ******************** complaint
  have been documented and Case Manager alerted to contact the customer as soon as possible.

  Regards, HP Inc. 

   

   

• Initial Complaint

  Date:07/26/2025

  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 a USB cord to connect my HP Printer/Scanner to my HP Desktop computer and could not find instructions on the internet to help me get connected. No instructions were included in the box. I attempted to either chat or directly call someone to help me, but because it was a weekend, there was no one able to talk to me until Monday. I needed to scan some business paperwork and was unable to figure out how to get the computer to recognize the printer. I downloaded different apps, but to no avail. I just want to be able to use the product I purchased in good faith. By the way, it is a wifi device, but also has the ability to be used connected to the desktop with a usb cord. I made sure I checked before purchasing the cord. None of the ******* videos or AI responses were of any help in this situation. So I am stuck until Monday.

  Business Response

  Date: 07/28/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/26/2025

  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.

  see Attached document

  Business Response

  Date: 07/29/2025

  There is no attachment included with this BBB complaint 23657799.  Please resend so that ** may be able to assist.

  Regards,
  *******

• Initial Complaint

  Date:07/25/2025

  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.

  On July 1215, 2025, HP **************** @HPSupport, case #**********) instructed me to perform a regional reset on my HP OfficeJet Pro 8720 purchased in Europe and explicitly and repeatedly told me to unseal and install a $147.89 + tax set of U.S. HP 952 cartridges, assuring me the reset was successful. The printer still showed the original region and rejected the cartridges.; the unsealed cartridges cannot be returned, even if they are unused. ** then informed me the printer is obsolete and that U.S. ink will never work, and refused any remedy, telling me to partner with [my] point of sale (******), which had no role in HPs instructions.I am out $157.69 (ink + tax) solely because I followed HPs guidance. I request: (a) a refund of $157.69, or (b) a no-cost HP 953 XL 4-pack (the only region that works). I will return the opened-but-unused 952 cartridges to **.

  Business Response

  Date: 07/28/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23654919
  
  **'s email response on this complaint, sent directly to my email address, is:
  "Good Morning.  Per our conversation today I let you know due to your printer ** OfficeJet Pro 8720 AiO Printer:EUR/ME purchased in another country, U.S. INK does not work in the printer.  Also, your printer reached its end of support date.  The refund you are requesting for INK purchased via ****** of $157.69 is declined.  The money you paid for the INK went to Amazon not **.  This email is to inform you that case # ********** will be archived as of today 7/29/25."
  
  I reject **s response because it does not address the actual issue: ** Supports written instructions caused my financial loss. This is not a warranty claim and not Amazons responsibility.
  
  What happened (brief timeline):
  - July 1215, 2025  **s ******* support (@**Support) twice walked me through a region-reset for my OfficeJet Pro 8720 and explicitly instructed me to unseal and install a U.S. 952 ink 4-pack, assuring me the reset was successful.
  - After following those instructions, the printer still displayed the original region; the 952 cartridges cannot work and are now non-returnable solely because ** told me to open and install them.
  - July 2529, 2025  **s escalations representative **** ********) denied any remedy, repeating that the printer is European/obsolete, and telling me to partner with [my] point of sale (******). ****** had no role in **s guidance and did not instruct me to break the seals.
  
  Why **s response is unacceptable:
  - Causation: **s own agent caused the loss by directing me to open cartridges that, by *** admission, could never work. This is a misleading/incorrect instruction issue, not a hardware warranty issue.
  - Shifting blame: Directing me to seek reimbursement from ****** is inappropriate. The retailer did not give the incorrect instructions; ** did.
  Obsolete label: Even if ** considers the printer end-of-support, that does not excuse giving instructions that created a loss, nor does it relieve ** of responsibility to remediate the harm its guidance caused.
  
  Requested resolution (unchanged and reasonable):
  - Option A: Refund $157.69 (ink + tax) for the ** 952 pack ** told me to open; or
  - Option B: Ship, at **s expense, a sealed ** 953 XL 4-pack (the only region-compatible ink my printer can use). I will return the opened-but-unused 952 cartridges to ** if requested.
  
  What I ask from BBB:
  Please keep the case open and request that ** provide a substantive resolution rather than restating that U.S. ink does not work or that the product is obsolete. Those facts were known before I contacted **; the problem is that after I sought help, ** instructed me to unseal and install ink that could never function. I am seeking only to be made whole for that loss.
  
  Sincerely,
  ****** *****

  Business Response

  Date: 08/07/2025

  Customer states in response: " Option B: Ship, at HPs expense, a sealed HP 953 XL 4-pack (the only region-compatible ink my printer can use). I will return the opened-but-unused 952 cartridges to HP if requested."  ** would like to know if customer has installed and had success with previous ink cartridges purchased in the **** before this incident?

  Regards, ******* 

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23654919
  
  I am rejecting this response because it does not provide a resolution.
  
  Direct answer to HP's question (have I used US HP 952 cartridges in this printer before this incident?):
  No. I had never previously installed or used **** HP-952 cartridges successfully in this printer. The first and only time I opened/installed a **** 952 four-pack was at HP Supports instruction, after they told me the region reset was successful. The printer still displayed the original region and rejected the 952 cartridges, which are now non-returnable solely because I followed HPs guidance.
  
  Clarification of the sequence (already documented in the attachments):
  - I moved from ****** to the **** with this printer, which was using 953 cartridges.
  - I asked HP to perform a region reset so I could use **** 952 cartridges.
  - HP Support twice stated the reset was successful and instructed me to unseal and install the 952 pack.
  - The printer never changed regions and could not accept the 952s.
  HPs latest question appears to overlook that documented sequence. 
  
  HP should have known from the first interaction with me that US 952 cartridges cannot be used in this printer (as all HP **** I spoke with later seemed to determine immediately), and should not have instructed me to unseal and install the US 952 cartridges.
  This is not a warranty claim and not anyone else's responsibility; it is a loss caused by HPs own instructions.
  
  Requested resolution (unchanged):
  Option A: Refund $157.69 (ink + tax); or
  Option B: Ship, at HPs expense, a sealed HP 953 XL 4-pack (the only region-compatible ink my printer can use). I will return the opened-but-unused 952 cartridges to HP if requested.
  
  What I ask of BBB:
  Please keep the case open and request that HP respond with a substantive remedy (one of the two options above), rather than asking questions for which they can find responses in the attached documents, restating that **** ink does not work, or that the printer is out-of-warranty. I have uploaded the ******* conversation showing the instruction to open/install and the reset successful message, the Amazon invoice, and HPs denial emails.
  My goal is a prompt, professional resolution that makes me whole for a loss created by *** own support instructions.
  
  Sincerely,
  ****** *****

  Business Response

  Date: 08/29/2025

  ** appreciates the customer's feedback and acknowledges the customer's experience. A new Escalated Case ********** was opened for the customer on 08/29/25 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:07/25/2025

  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 $29/month HP ink subscription for my HP 6555e Smart Series. As a full-time college student, it was convenient because it monitored ink levels and sent replacements automatically. However, I was surprised to see charges of $177.61 for June and $243.56 for July on my billing statements. As a full-time student taking 16 credits in summer, doing an internship, and working as a single mother, I found this unexpected, especially since I enrolled in August for the $23/month plan and later upgraded to $29.I contacted them yesterday about an issue; the lady said their systems weren't working and hung up. I called back today, and they said I exceeded my page limit, which I find unreasonable since my subscription is for ink, not paper. They claimed it costs $1.70 per extra page, which I also find ridiculous. I told them their website is misleading and I wouldn't pay this amount, as I only use four cartridges a month, costing around $130 at Office Depot, and $8-10 for paper. I asked to find a solution since theres a misunderstanding, though I believe they are in the wrong, and I won't pay $243.95 for July. After speaking with two representatives and a supervisor, they offered no resolution and said someone would contact me later. I checked their website, which states an extra $1.70 per 10 pages over my $29, 500-page plan. My July statement shows I went over 136 pages, so I should have been charged only $23.12 extra, not $243.95. I tried every possible way to resolve the issue with them, but its clear they have no intention of doing the right thing or finding a genuine solution. This is poor business practice, misleading, and amounts to false advertising. In my view, HP Instant Ink should be shut down due to this scam.

  Business Response

  Date: 07/28/2025

  Customer already has an Escalated Case open. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,*******

• Initial Complaint

  Date:07/25/2025

  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.

  I canceled plan back in subscription based ink back in March 2025. Im still getting charged in July . Called help center no help.

  Business Response

  Date: 07/28/2025

  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, *******