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

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

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:08/12/2025

  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.

  Complaint Against HP Instant Ink Program I am filing this complaint to formally address the unethical, deceptive, and predatory practices of HPs Instant Ink program. *** conduct through this service demonstrates a blatant disregard for its customers.The ********************** program is an abhorrent business model. Once you enroll, ** effectively holds your own printer a device you purchased outright hostage. If you attempt to cancel the service, ** disables the ink cartridges you have already paid for, rendering your printer inoperable unless you continue paying their monthly fee. This is not simply inconvenient it is a deliberate, coercive tactic to force ongoing payments under threat of losing access to a product you own.The companys actions are not only unethical but deceptive. Nowhere is it made clear at the point of purchase that your printer will be remotely disabled if you cancel. Customers are led to believe they are signing up for a convenience service, but in reality, they are locking themselves into an endless payment cycle with no fair way to exit.Customer support for this program is equally unacceptable. ** provides no phone number to reach a live representative; customers are forced to navigate a frustrating online chat system that does not address the core issues.This business practice is anti-consumer, deceptive in nature, and appears designed to generate ongoing revenue at the expense of customers rights and ownership. I request that the BBB investigate HPs Instant Ink program for unethical and misleading conduct, and that ** be held accountable for these predatory tactics.Requested Resolution:Immediate termination of my Instant Ink account WITHOUT disabling my current ink cartridges.Formal change in HPs practices to clearly warn customers before they are locked into this restrictive program, better yet, immediately stop this deceptive and ridiculous practice.

  Business Response

  Date: 08/13/2025

  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:08/12/2025

  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.

  HP OfficeJet Pro 9125e -I purchased the system above with an ink subscription the worst system and subscription I have ever purchased.-From the day I brought it, it's been a nightmare and disappointment. Paper is jammed constantly, no matter how many times I fan the pages.-I have boxes of ink that I cannot use because of cancelling my subscription. This is a hoax, I was never advise this would happen.I hooked my printer only to be betrayed by **. This is the first time -I have been trick by ** it is a shocker.This is my business not a joke. I want a refund for the printer and the ink.

  Business Response

  Date: 08/13/2025

  Customer already has an Escalated Case open and customer is working with an Escalation Case Manager.  Case Manager offered refund for all the overages of the last cycle, but offer was declined. 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:08/12/2025

  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.

  Printer is defective. No one at Hewlett has been helpful. Had to remote chat and they could not help. Asked **************** to dispute charge they refused said see Hewlett packard. What should I do just throw it and never buy another one.

  Business Response

  Date: 08/13/2025

  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:08/12/2025

  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 had multiple issues with the printers that they continue to send me. I decided in Oct. of 2024 to get an upgrade so I would not have any more issues. However, in the past year, I have only been able to use the printer a few times, about 3-5 times. I hate calling them because I am on the phone with them for over an hour each time. I finally, contacted them in July letting them know there was an issue with my printer. (It was working fine until I had to change the cartridges). I used the cartridges that they sent me and it still did not work. They finally sent me new cartriages, I tried those and they did not work so, I called again. And after an hour they said they would send me the cartridge that holds the ink. It took a week to arrive and that did not work, after talking to another *** for over an hour. So, they said they would send me another printer. I called a day later saying I wanted to cancel and I was tired of dealing with the company. The *** said I could cancel without any penalty if this printer did not work. So, I waited for the printer to arrive. This printer was broken, so I called again and they said they would send me another printer but I would have to pay another 1.00 for another printer. I said I wanted to cancel and they told me it would be over ****** to cancel the policy. I have had nothing but problems and I think it is wrong and a scam to be taking my money when the printers they send me do not work or are constantly breaking. I need to go to Office Depot or somewhere else to get things printed off for my work when the printer I am paying for is not in service. Something needs to be done about this situation. I cannot continue to deal with this because this is causing a lot of anxiety and physical problems due to the stress of this. Bottom line is I want out of this contract and do not want to deal with this company ever again.

  Business Response

  Date: 08/13/2025

  A new Escalated Case ********** was already opened for the customer on 08/12/25 and assigned to an AIP HP Escalations Case Manager.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible
  Regards,*******

• Initial Complaint

  Date:08/11/2025

  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 an HP printer from *******. After buying the printer, which came with ink, I signed up for **'s service that monitors your printing and sends you ink when needed. I was immediately unhappy with this, because they began changing the monthly price, so I cancelled it. After cancelling, ** billed me one more extraneous time and then locked me out of the ink cartridges that came with the printer. I still have plenty of ink in those original cartridges, but the printer will not use them unless I sign back up for the "instant ink" service. ** did not reply to my initial complaint.

  Business Response

  Date: 08/12/2025

  ** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide the ** printer serial number and any related ** Case numbers so that we can move forward in providing you assistance.
  ***************

• Initial Complaint

  Date:08/11/2025

  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.

  HP Consumer Escalations - ********** CRM:0026248004188 Within the warranty period, my HP Spectre laptop developed a hinge defect that caused the screen to crack, starting at the hinge point. The device has never been dropped, mishandled, or exposed to abnormal pressure it has been used solely in a normal office/home environment.I submitted it for warranty repair, but ** classified it as accidental damage without providing any evidence to support that conclusion. On the contrary, HP Spectre laptops have a history of internal hinge-stress related design issues (particularly in Spectre x360 and other thin chassis models). There are public cases online where ** made goodwill repairs for similar issues. I have had multiple back-and-forths with ** support, including promised callbacks that never occurred. My laptop remains at HPs facility, leaving me without the device for 5 weeks, causing both productivity loss and personal inconvenience.This is most definitely a manufacturing defect, not accidental damage. Under the MagnusonMoss Warranty Act, warranty claims cannot be denied without proof of misuse. ** has not met this standard.I am requesting one of the following resolutions within 14 days:1. Repair the laptop at no cost under warranty, or 2. Replace the unit with an equivalent model.If HP is unwilling to resolve this promptly, I will pursue all available remedies, including public consumer complaints (BBB, social media, and news outlets) and escalation to the *** and my states Attorney General.I am confident ** values its customers trust and will resolve this matter swiftly.Sincerely,**** *****

  Business Response

  Date: 08/12/2025

  Customer's complaint was elevated to the Executive Escalations level on 08/12/25 and customer was assigned a new Case Manager. ** has shared the recent BBB comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
  Reference active Case **********.
  Regards, ******* 

• Initial Complaint

  Date:08/11/2025

  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, directly from ******, a laptop computer (HP Envy 13) as well as a service/repair package. On 5/21/2025, I submitted a repair request due to a couple of issues with my laptop, and ** sent me the packing material to send in my laptop for service. ** provided me this information as part of their service promise:"? After we receive your unit it will take approximately 3 business days to test, repair & ship your product back to you.? It will take approximately 3-4 business days from when ** receives your unit to when it's delivered to you."** received my laptop computer at their facility on 6/3/2025 and said the repair was in progress. In this email, ** advised that my expected day to receive my repaired laptop was now 6/16/2025, which I felt was reasonable even though it was quite a bit longer than the 3 business days promised originally.When 6/16/2025 approached, ** then said the expected delivery date would be 6/30/2025. When 6/30/2025 approached, ** said it would be 7/14/2025. Then, ** stopped providing estimated dates altogether and has just sent me a generic email every single day stating that they are "expediting" my repair and shipment.** claims they are "waiting on parts," but that is not acceptable after over 2 months of holding my laptop, which I need.** STILL SELLS THIS EXACT MACHINE, and there is no back-order when I go to place an order for a new one. If they can sell a new, exact machine to customers and ship it out promptly, then there is no excuse that they need to hold my computer for 2 months and not repair it and get it back to **** contacted ** service via email (they offer no way to call them) and explained that I wanted them to send me a replacement machine if they can not get it back to me immediately. I also stated that they needed to extend my warranty since they've wasted over 2 months of it while it is sitting at their service department collecting dust.I have received no response from **.

  Business Response

  Date: 08/12/2025

  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: 08/18/2025

   
  Complaint: 23731151
  
  I am TEMPORARILY rejecting this response because:

  I did not want my 10 days to expire, but HP and I are working on concluding a resolution. The reason I need more time to confirm is that I was offered a replacement laptop of a different model (a refurbished HP Pavilion X360) along with a full 1 year warranty on the refurbished computer.

  I received the computer today, 8/18/2025, but upon checking its information online with **, it shows that the warranty on it expires on 11/13/2025, or less than 3 months from now.

  Provided that ** extends the warranty until at least 12 months from delivery, or 8/18/2026, we will have reached a satisfactory resolution. 

  Please extend this case for a short time for ** to update the warranty and I will agree and close this BBB event.

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

  Business Response

  Date: 08/26/2025

  ** has shared the recent BBB comments about the warranty issue from the customer with the Case Manager and urged contact with the customer as soon as possible.
  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 08/28/2025

   
  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:08/11/2025

  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.

  Im reaching out regarding my recent order, which I placed under the assumption it would be shipped from a U.S. location. At no point during the checkout process was I informed that the product would be shipped from overseas. This lack of transparency directly impacted my shipping choice I did not select expedited shipping because I expected a domestic shipment with reasonable delivery ******** a result, I am now experiencing an extended delay that could have been avoided had I been informed of the shipping origin. This has been both inconvenient and frustrating, especially given my need for the product in a timely manner.I believe customers should be clearly informed when an item will ship internationally so they can make an informed decision about shipping options. Please advise on what ** can do to resolve this matter, such as upgrading the shipping speed or providing another form of accommodation.I appreciate your prompt attention to this issue.

  Business Response

  Date: 08/12/2025

  An HP Store Representative has been alerted to the customer's issues regarding Order #**********. 
  The customer should be contacted within 2-3 business days.
  ***************

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23730642
  
  I am rejecting this response because: I was not correctly contacted and my issue still is present and I still have not received my order.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/27/2025

  According to the notes in Order #H364561423, customer's HP Laptop *********, ****" (Serial #*********** was delivered Tuesday, 8/19/25 at 5:03 PM and signed for by: *******, reference FedEx Tracking ID: ************

  Regards,*******

• Initial Complaint

  Date:08/11/2025

  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.

  Complaint Title:HP Disabled My Paid-For Printer Due to Subscription Cancellation Complaint Details:I purchased an HP printer outright over three years ago with my own money. Recently, HP remotely disabled my ability to print because my subscription to their Instant Ink cartridge program was suspended. This printer was fully functional and paid for in full, yet ** has blocked me from using it unless I rejoin their subscription program.This is unacceptable and feels like ** has hijacked a product I legally own. I was never informed at the time of purchase that the printers ability to print could be shut off remotely for not being part of a subscription program.I believe this practice is anti-consumer and potentially unlawful. I am requesting that ** immediately restore my printers full functionality without requiring a subscription, provide me with replacement cartridges at no cost, or issue a refund for the printers original purchase price.I have already attempted to contact ** through their customer service channels, including their website and ******** page, without success.Requested Resolution:- Restore my printers full ability to print regardless of subscription status,OR - Provide replacement ink at no cost,OR - Refund the original purchase price of the printer.Supporting Information:- Printer purchased outright and paid in cash (receipt available upon request)- Printer Model: HP Office Jet Pro 9025 - HP disabled printing solely due to suspended subscription - Screenshot of HPs suspension notice available upon request

  Business Response

  Date: 08/12/2025

  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:08/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025, I purchased a magenta ink cartridge for my HP 8600 Officejet printer. After installing the cartridge, the message displayed, "Printer Error." I went to ** website and followed the diagnostic steps: cleaned the area with distilled water and a lint free cloth, and power the machine off by disconnecting the power plug. I removed and re-installed software without success. I attempted to return the magenta ink cartridge to Office Depot, but I was told to call **. I called HP and was given a new magenta ink cartridge. I installed this ink cartridge and received the same message. When I installed the old cartridge, I received a message stating the cartridge was empty. I called ** support and was told my printer was out of warranty. ** recommended I purchase a new printer. On Monday, May 19, 2025, I spoke with a salesperson (***) via HP Chat. *** was an exceptional salesperson. I explained to *** that I had over $200.00 worth of unused, unexpired, and unopened ink cartridges. *** said that when I purchase a new printer, I would receive a replacement cartridge for each unopened, unexpired, and unused cartridge. I had 4 unexpired, unused, and unopened cartridges, and one expired, unused, and unopened cartridge. After purchasing the new printer, *** said he would open a case. Then, I would receive an email explaining where to send the unexpired, unused, and unopened cartridges. I never received this email. I followed a ** representative's suggestion by complaining on a website forum with no success. I sent an email to their escalation group with no success. I want ** to honor their commitment and give me 5 replacement ink cartridges. Again, one of my cartridges expired in April 2025. Since I have been terribly inconvenienced, I would hope that ** would give me a replacement for the expired, unused, and unopened cartridge.

  Business Response

  Date: 08/11/2025

  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, *******

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23728248
  
  I am rejecting this response because: I do not want to accept the business response and close my case. Then, I may not approve of the business' resolution after they respond within 2 -3 business days. Please leave the case open until after the business responds.  BBB has not acted in good faith during this entire process. I purchased a printer, then BBB failed to provide me with 4 to 5 ink cartridges to be used on my new 9130e series printer. Once BBB and I have reached an amicable resolution, I will close my case. My documents clearly displays a conversation between the salesperson and myself. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/25/2025

  Instant Ink Case Manager has been in touch with customer by email since 08/19/25 and they are still working towards a resolution.  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: 08/29/2025

   
  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. Hewlett Packard Escalation case manager, Jescy ***** shipped four ink cartridges for my Hewlett Packard Officejet 9130e series printer. I am very satisfied with Hewlett Packard for resolving this very stressful issue.
  
  Sincerely,
  
  ****** ******