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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:06/06/2025

  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.

  Subject: Forced Into Wrong ** Subscription Requesting Downgrade, Not Cancellation Im requesting help with an HP Instant Ink subscription I was mistakenly enrolled in. While setting up the ** printer I already owned, the printer screen kept prompting me to log into an Instant Ink account. It would not print without doing so.When I created the account, it said I needed to choose a subscription. I believed I was activating my current printer to receive ink and paper not signing up for a 2-year contract that included a new printer. I never knowingly agreed to receive hardware.After signing up, I received emails I didnt open because I assumed they were just confirming the ink. I had no idea a printer was being shipped.That printer went to my mothers house, my permanent address as a member of the *******************. I didnt receive it when it arrived, and have never opened or used it.I contacted ** and asked to downgrade to a standard plan. I am not asking to cancel just to remove the hardware-inclusive commitment. I already own and use a printer. ** told me Id owe a $150 fee, which I believe is unfair.I acted in good faith and want to resolve this reasonably. Im willing to return the unused printer and continue with Instant Ink just on the right plan.

  Business Response

  Date: 06/09/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:06/06/2025

  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.

  In December of 2024, I bought an HP printer from *******. The printer came with a 6 month free Instant Ink subscription. In January of 2025 I added a paper subscription for the free trial. I never received the paper and was being charged after the free trial ended. I contacted ** about this and told them I wanted it cancelled because I never received any paper. They then resent the paper to my sisters house in ** where I was moving to from *** The paper was delivered April 2, 2025. I contacted them again about cancelling the paper subscription. It was supposedly cancelled but yet they are still charging me until June 10, 2025, when I cancelled it in April. They have now taken my printer hostage and locked the ink cartridges so I can not print. They say they will unlock it once the paper subscription is paid, But they also say the paper subscription is seperate from my ink subscription. If my paper subscription is separate then why are you locking my ink cartridges so I can't print? This is ridiculous business practices and needs to be stopped. They are bullying and extorting customers by taking your items hostage until you pay something you don't owe. And for what????? $6.48????? You gotta be effing kidding me. This is unfair and completely unbelievable and should be outlawed. ** needs to to be stopped in their extortion and hostage taking of customers items. I ate 4 months worth of payments without my items purchased being sent, but yet they can take my printer hostage over one payment of $6.48???? This is completely BS. They even refused transferring me to a supervisor, unless I paid the unpaid balance. Completely insane they way they are doing business.The $25.92 is an estimate of what the subscription amount that I have paid so far. I have copies of the chat between myself and the different ** employees. I have filed a complaint with the *** also.

  Business Response

  Date: 06/09/2025

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

• Initial Complaint

  Date:06/05/2025

  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.

  Ive spent weeks and over 20 emails trying to resolve a billing issue with HP Instant Ink. I was offered a refund of $110 + tax for overage charges and a waiver of a $65.49 bill, but only on the condition that I first pay the full amount of $255.71 upfront. This policy is unfair and puts all the financial risk on ***** HP Instant Ink account has already been disabled. Ive requested to cancel the service and simply want a fair resolution without being forced to prepay a large balance before ** honors their refund promises.The case manager has closed my case and refuses to escalate it or allow any flexibility. I also emailed *** executive team but have not received a reply. (Attached 2 emails from HP *****)Case Number: ********** CRM: *************

  Business Response

  Date: 06/06/2025

  The customer exceeded their allotted usage under their current plan and has refused to pay the resulting overage charges. Despite escalation to the highest level of **************** the customer declined the offered resolution of a 50% discount, which was contingent upon full payment of the outstanding balance upfront.
  As the customer has not accepted the resolution and remains non-compliant with payment, the account has been suspended in accordance with policy.

  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23431091
  
  I am rejecting this response because:

  HPs resolution offer was not a fair or reasonable one given the circumstances. I was charged overage fees that did not accurately reflect my actual ink usage. Ive provided supporting documentation showing that my page count and ink usage do not justify the charges they claim I owe. Furthermore, tying a 50% discount to full upfront payment - without offering a reasonable payment plan or acknowledging their own systems failure to track usage transparently - is not a good faith resolution. I remain open to a fair compromise but cannot accept this outcome as-is.
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/12/2025

  ** has offered a refund of 50% for the additional pages printed, plus applicable taxes, which amounts to $110 + tax. In addition, were also waiving the final bill of $65.49 as a goodwill gesture.
  We understand the customer would prefer to have the $110 + tax directly deducted from the current outstanding balance. However, were unable to apply the refund in that manner its not possible for us to reduce the bill upfront.
  Our team has clarified that the full outstanding amount of $255.71 needs to be paid first. Once that payment is processed, we will promptly issue the refund and waive the final bill as agreed.

  Regards,*******

• Initial Complaint

  Date:06/04/2025

  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 contacted the company(***********) on 6/4/25 to update my payment method. I spent 15 minutes in an online chat and another 20 minutes on the phone with an agent to resolve this matter. I explained that I could not log in myself because they were sending a verification email to an old email no longer in use. In the end, nothing was corrected and instead the agent changed the email to one that has never existed despite me telling them it was not working because it was incorrect. I did provide the correct email. Now tonight I'm trying to print documents for an appointment tomorrow for a Real ID and ** has locked my use of my printer that has the InstaInk cartridges that I have already paid for.I would like to be reimbursed for the ** ink cartridges that I have already paid for that ** is not allowing me to use and for the cost of my personal printer that they locked the use of, in addition to the cost of having to go elsewhere to print important documents for the state of **********.

  Business Response

  Date: 06/05/2025

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

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My interaction with ** customer service and tech support has been like dealing with used car salesmen. I am a college student. I purchased an ** Pavilion laptop 16 inch from the website on May 25, 2025. I called to return it. The agent persuaded me to purchase an ** OmniBook 5 laptop 16 inch that offers the touchscreen feature. The agent stated it will only be $95 more than the laptop that you purchased. I agreed to the purchase. Once the payment was processed the agent stated, the laptop was actually $173.87 more than the laptop you purchased. Once the new laptop arrived it would not allow me to set it up. Tech support stated I will need to purchase ** Cloud Recovery. Tech support stated Windows was not properly installed on the Pavilion. Tech support stated he could not help me with setting up the OmniBook 5 because it is out of warranty. Tech support stated to fix the sign in I will have to purchase the software warranty. **************** told me to return the Pavilion but keep the OmniBook. She stated once I get the issue resolved call back and she can refund me some of the money that I used to purchase the OmniBook because of all the trouble I experienced. I contacted ** customer service again who told me I was sent two shipping labels, and I needed to return both laptops. I asked why I needed to return both laptops. She stated because once both laptops have been received, I would be refunded my full purchase price. However, she could not do anything regarding a portion of my refund for my troubles because she was not the one who promised me that and did not know if that was possible. The agent then proceeded to tell me to give her two minutes of my time so that she could talk to me about another laptop that would be better for my needs. She stated the ** ProBook would be a better option for me. I have purchased multiple laptops over the years, and this was the worst experience I have ever had. ** is more concerned with sales than product performance.

  Business Response

  Date: 06/05/2025

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

• Initial Complaint

  Date:06/04/2025

  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 purchased this All in One Desktop on 03/01/25 from ******* with full registered manufacture warranty, that's when my nightmare started. This computer cannot be turned onto Windows most of the times, even though it did sometimes, all after numerous reboots, reset and recovery modes. Literally, there is no one single time did I successfully boot into just by pressing the power button once. I took it back to Bestbuy the first time on 04/03/25 and their service tested it right upfront and arrived on the same "No Boot" conclusion. All Bestbuy did was to replace the **** battery and sent it back. It didn't work. And I contacted directly HP Tech Support on 04/16/25 about the same "No Boot" issue, after a prolonged step-by-step walk though for diagnosis and attempted self-repair guided by the HP technician over the phone for about 1 hr 40 mins, ** finally issued a label for the computer to be shipped to their service center for repair for a second time under the case number **********. ** determined it was the faulty motherboard that needed to be replaced. ** sent it back on 04/24/25 and it still didn't work, no booting into Windows. On 05/01/25, I reconnected with HP, their technician unnecessarily forced me to complete all those diagnostics and self-repair steps for almost 3 hrs saying it was a mandatory procedure before issuing shipping label for the computer to be repaired a 3rd time at their service center, disregarding the fact that this machine had been repaired repeatedly already for the same issue. ** shipped the machine back on 05/16/25, and again it doesn't boot into Windows without enormous resetting and self-recoveries. I have tons of video clips and pictures to back up my claim. By comparison, I purchased another ** All-in-One from Bestbuy on05/15/25, which works just perfectly fine. This side-by-side comparison can't be more eloquent. As such, I request ** to set up a replacement for a properly working computer instead of putting me thru more ordeals.

  Business Response

  Date: 06/05/2025

  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:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** electronically shut down my printer due to supposed lack of payment without any forewarning. I think its pretty invasive to eliminate the working function of my printer for $8. I never heard of this happening ever. All Becuase they did not like the ****** Account it was connected to. No phone call no email and no way outside of an AI bot to ask question the issue. Unamerican intrusive unnecessary dangerous and potentially illegal. I will do everything in my power to tell every blog, media, ******** platform warning people not to purchase **. You are off the list for computer and printers

  Business Response

  Date: 06/05/2025

  ** apologizes for the inconvenience, but we need more information. Please provide Serial Number for the ** printer involved, mailing address, and any related ** Case numbers so we can further assist with your issue.

  Please note:  Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
  Regards,*******

• Initial Complaint

  Date:06/03/2025

  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 got an Hp notebook for Christmas that was purchased from Hp, I havent been able to use it because the operating system hard disk is broken, Ive contacted them for the past 4 months about the problem, The device is still under warranty, They will not do anything to fix it or replacement it, Ive gotten a lot of Spam websites trying to contact the official hp website, I need help please.

  Business Response

  Date: 06/04/2025

  Customer
  already has an Escalated Case open from 06/03/25. Notes from Case indicate that the customer is refusing a repair option. Customer’s comments from this BBB complaint have been documented and Case Manager alerted to
  contact the customer as soon as possible in regards to active Escalated Case
  #5143788258.
  Regards,
  HP Inc.

  Customer Answer

  Date: 06/12/2025

   
  
  Complaint: 23413800
  
  
  
  I am rejecting this response because

  I got this notebook for Christmas and it’s had issues since I opened it out of the box, I’ve spent a CONSIDERABLE amount of time contacting HP To find out how I can get the device repaired or replaced because it was defective from the beginning, They kept closing my support cases which I’ve only attached a few, The Bios doesn’t work it never has to reset the laptop so it’s locked without me being able to recover the device windows 11, It’s been an astronomical hard time trying to get help from HP and I’ve spent months trying to contact them via telephone to speak to a live representative, I finally received feedback last week that they were sending a return box to send my notebook in for repair but because it’s still under Factory Warranty I would like to get a replacement. I am not able to upload attachments because it keeps giving an error that the photos are too large if HP requires proof of the issues concerning why I am asking for a replacement notebook I gladly will. The device is still under Factory Warranty.
  
  
  
  Sincerely,
  
  
  
  Brenda Lucas

  Business Response

  Date: 06/18/2025

  HP Case Manager did try to reach and engage customer and attempted to get a repair started under Case 5143788258.  Case Manager sent 7 emails between 06/03/25 and 06/10/25 to customer and customer never replied.  Case Manager also called customer 6 times from 06/04/25 - 06/10/25 but only was able to speak to the customer once.  Customer did not answer the last 4 calls and Case Manager closed the Case. Customer refused to agree to a repair. HP greatly values
  the performance of its products. However, without an opportunity to
  inspect the involved product, HP is not in a position to evaluate the reasons
  for the product's failure. Customer's laptop is still under warranty and the warranty covers repair.  If customer would agree to a repair, HP will set up another Case to assist customer.

  Regards, HP Inc.

   

• Initial Complaint

  Date:06/01/2025

  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 multiple ** new business computers not refurbished. ** states the failed hard drive that was under factory warranty was not covered because it did not have their product number on the hard drive. ***************************** of ** in ********** state *** supply chain issues occurred and part numbers were not printed or were incorrect. ** would not replace failed hard drive for a new computer that was only 40 days old from original purchase and was a new model serial number *********** HP ******** Inch G10 Business notebook PC new issue. ** would not replace failed SSD hard drive 2TGB

  Business Response

  Date: 06/04/2025

  HP appreciates the customer's feedback and the screenshots that were provided in this complaint.  If possible, ** requests that customer send a copy of the original receipt or proof of purchase for the laptop in question.

  Regards,*******

• Initial Complaint

  Date:05/31/2025

  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.

  On May 29th, 2025 I called ********************* to get support for my computer, the page was not opening all the way. While going through the verification process, the support person, Shidan informed me that I did not have a subscription. I informed him that I have an active subscription. He proceeded to insist that I did not and that I needed to subscribe for one time price of $99.00, $16.99 per month, or $149.00 for yearly subscription. I declined, as I paid $74.50 on April 15, 2025 for a 6 month subscription for Smart Friend. I hung up and called back and was connected to a different agent, *****, and after explaining the encounter with the previous support person, he found my subscription and proceeded to assist me. He proceeded to tell me that the previous support person didn't look at on line sales store, just the customer support sales for my subscription. No matter where the sale takes place, are the support persons not trained to look wherever they sell their products? I spoke with a supervisor, Britchet and was given the same explanation. Not acceptable. I was denied service that I paid for, period.

  Business Response

  Date: 06/03/2025

  A ************************* Representative has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23403150
  
  I am rejecting this response because: Until I hear from ** representative and there is resolution, I donot want the case closed. I am asking for a years subscription to resolve this issue. I have been a long time loyal customer and even when I hold up my end of a contract by paying for a support subscription, evidently HP support does not feel they have to provide the service customers are paying for. There need to be priority attention and measures taken to ensure that this culture changes.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/09/2025

  ** apologizes for the poor communication and service with this Case.  ************* has been alerted to review your Case.  Customers comments  from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Reference Case **********.
  Regards,*******

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23403150
  
  I am rejecting this response because: I was denied service that I paid for. Offering me some plan that ends one month before the one I paid for is unacceptable. I am requesting a refund for the 6 month subscription and provide a year's subscription for free. There has to be a consequence for this abhorrent behavior of denying support while simiutaneously telling me that I would have to pay a one time charge of $99.00 for a one time support session, pay for a 6 month or a year's subscription when I already have a subscription. The focus was on selling subscriptions than providing service to customers with subscriptions. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/23/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience.  The HP Case Manager processed a refund for the total amount of the Order #H362299191 (Refund #R302745356) for $71.99 on 06/12/2025.  

  Reference Case **********.
  Regards, *******