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:09/22/2025

  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.

  I purchased an all in one printer, scanner, copy. fax machine within the past 3 months and the software on the printer is incapable of updating, After repeated attempts to contact HP support, hard resets, and every other update protocol from HP, the printer still will not update. I am not getting any assistance from ** in the matter. They have seemingly made the sale and have no interest in providing customer support for their products.

  Business Response

  Date: 09/24/2025

  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:09/22/2025

  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 had purchased the ******** Ink subscription in which you pay monthly for to get ink sent to you. They have not sent ink in a year and I have had to purchase my own still while being charged 9 bucks a month. I want refunded that entire year the last time I received ink was Sept 19th 2024

  Business Response

  Date: 09/23/2025

  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: 09/23/2025

   
  Complaint: 23917924
  
  I am rejecting this response because: I am waiting to see if they refund my money before I close this case
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 09/30/2025

  ** is aware that the customer does not agree with the practices and polices of the Instant Ink program and the customer comments provided have been forwarded to Instant ************** for review.  Such input  may help our plan coordinators to develop new policies and practices in the future.
  Reference Case **********.
  Regards,******.

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23917924
  
  I am rejecting this response because:i will only accept a refund because they did not provide the service i signed up for.  I will only accept a year refund since the last time I received ink
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:09/22/2025

  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 learned about this all in one printing plan with ** for my small business and when I received it, I got a lot of error messages with the ink cartridges. I went through the app and did all the trouble shooting and fixed all but one so I tried chatting online but it wouldnt get me to the section to speak so a live person so I called and this is where it begins and ends for me. The customer was rude and didnt want to spend any mins with me, I was so frustrated with trying to fix the problem, by the ways its a brand new printer his resolution was just to cancel the all in one plan. Why not offer me a nice and professional month of to fix the problem. DONT DO BUSINESS WITH HP!!!!!!!!

  Business Response

  Date: 09/23/2025

  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:09/22/2025

  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 purchased a monitor directly from *** website on August 24, 2025. On August 30, 2025, I contacted ** Support to request a return shipping label. The agent informed me that there were some complications with my request, but assured me that I would receive the label within 2448 hours.I later received an email from ** stating that a second email would follow with the return label. That second email never arrived. Since then, I have contacted ** Support four additional times regarding this issue. Each time, I was told that the return label would be sent to my email within 48 hours. To date, I still have not received it.When I requested that the matter be escalated, the support agent refused to escalate the issue or transfer me to a supervisor, stating that supervisors were on calls. I work in a call center myself and know that supervisors generally monitor performance and are available to handle escalations. The agent also declined to provide me with *** corporate number, claiming it was available on the website, but was unable to guide me to where it could be found. After reviewing the website myself, I was unable to locate a corporate contactonly the same customer support line that has already failed to resolve my issue. Additionally, I never received a promised callback from a manager.*** original email stated that I had 15 days to return the product, but due to HPs failure to provide the return label, that window has now expired. The product remains unused and unopened in its original packaging, and I do not want to be held responsible for paying for an item I neither need nor ******* most recent case reference number with HP Support is **********.I am requesting that HP honor the return request, provide a prepaid return label immediately, and issue a refund for the monitor once it has been returned.

  Business Response

  Date: 09/23/2025

  ** appreciates the customer's feedback provided in this complaint.  The Order number customer sent ************ doesn't correspond to an HP online Order number. If possible, ** requests that customer send a copy of the original receipt or proof of purchase for the monitor in question so that we can further assist with your issue.
  
  Regards,******.

• Initial Complaint

  Date:09/22/2025

  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.

  ordered a computer on line. they won't send it

  Business Response

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/22/2025

  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 recently moved from ******************* to ***********. Once in my new home my printer was not working with my lap top computer. I tried trouble shooting the issue to no avail. My Lap Top Computer is a HP. So, I contacted ** support for help in getting it working. Through ** a company representative was out in contact with me. The company was ***************. the contact told me that my McAfee software had lapsed and that I was no longer protected from hackers or viruses. He could fix my printer issues and resign me up with ******. but do so he had to take control of my PC and clean it up. After an hour of controlling my computer and getting my printer to print from my laptop he was done. The cost was $399.00 for setting up the McAfee five-year contract of which I paid via a charge card. I was a bit skeptical after the amount of time and all the files being viewed on my computer screen so I contacted McAfee to which they said I did not have a contract with them I contacted the individual at *************** to challenge him about what just transpired to which he said that he would give me a total refund. which has not happened yet. I contacted him today at the number we were conversing on, and he answered me call again. His number is as follows: ************. I told him that I was reporting him to the authorities, and he hung up on me. I tried to contact ** through their website and to talk to a representative and the phone number provided by ** does not work. I tried every avenue to contact ** to no avail. Consequently, I have cancelled all my credit cards and am in the process of changing all of my passwords in my computer. I also have filed a fraud claim with the credit card company concerning the $300 charge to ***************. I would like to speak with a representative from ** to explain what happened through their company. The number given to me from HP AI is as follows **************, which doesn't work.

  Business Response

  Date: 09/23/2025

  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:09/22/2025

  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.

  The ** All-In-One support team is refusing to follow policy & replace my printer since my print head is broken & printer won't print. In this instance I did the troubleshooting four times W/four separate agents & the last one ***** said he was refusing the replacement that I'm entitled to under the policy since the printer is rented.

  Business Response

  Date: 09/23/2025

  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, *******

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23915703
  
  I am rejecting this response because: They literally are still not helping!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/30/2025

  According to the notes on Case **********, Case Manager attempted to reach customer by phone and email on 09/26 and 09/29 without reaching the customer.  Subsequently, the Case was closed.  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to better address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 10/01/2025

   
  Complaint: 23915703
  
  I am rejecting this response because: I tried calling the ** All-In-One support again, generated case #: **********, because ***** the representative tried to lookup the other case numbers but they had no information attached to them, so this is ** again filled with empty promises of helping. Supervisors of ***** will NOT allow her to replace printer at this time. All I want is a replacement printer under the plan like I'm supposed to get when the printer breaks since I rent it from ** essentially. But, ** would rather rob me of my money & not send me a replacement printer. What terrible customer service. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/21/2025

  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 a printer through the all in one printing plan a year ago through **. Since the date of purchase, the printer would not work correctly. It would work no longer than a week, then would stop printing. It displayed multiple error messages or would simply not print. This has been a recurring issue from the point of purchase. I reached out to ** on multiple occasions, it would get fixed for a couple of days, then not work again. I plugged it up directly and it only worked for a week then stopped working again- I was told that the printer doesnt support wired connections. Now, I have to use a cheaper printer that I have to print a master copy, then make copies using the ** printer. I am unable to print directly. Ive tried multiple computers, and multiple locations. I reached out to ** once again, and was unable to receive a solution. I requested an escalation, and the caller refused. I attempted to cancel the plan, but was told I would be charged $300.00 and would need to send the printer back. I am a first ******************* teacher, a veteran wife, and a mother to five beautiful children who all just need to PRINT.

  Business Response

  Date: 09/22/2025

  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:09/21/2025

  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 purchased an HP printer and opted into the HP Instant Ink subscription program. At the time, I was under the impression that this service was a convenient way to manage ink refills. However, when I decided to cancel the subscription, I discovered that ** disables the use of the ink cartridges I received under the plan, even though I paid for them as part of my subscription.I contacted ** customer support multiple times, but I was told the same thing: once I cancel, I cannot use the Instant Ink cartridges, even if they are unused and full. This means ** essentially renders the cartridges useless and forces customers to continue with their subscription if they want to use the ink.I believe this is misleading and unfair. Nowhere was it clearly explained at the time of sign-up that the ink would become unusable if I ever opted out. If I had known, I would have purchased regular cartridges outright, giving me full control of what I paid for, instead of being locked into a restrictive subscription.

  Business Response

  Date: 09/22/2025

  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:09/20/2025

  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.

  Dear ** Customer Support,I am writing to formally express my dissatisfaction with the recent purchase of an HP laptop and the subsequent handling of my concerns.First, the shipment of the laptop was significantly delayed, both in dispatch and delivery. This was the initial disappointment. Upon arrival, the box was visibly damaged, raising immediate concerns about the condition of the product. Although the laptop appeared intact on visual inspection, problems became evident as soon as I began using it.From the moment I powered it on, the keyboard has been excessively hot and the *** fan runs constantly, indicating a serious hardware issue. I followed all recommended troubleshooting steps with HP support, but the problem persists. Despite my insistence on a replacement or refund, I am now being pressured to accept an in-home repair service. This is unacceptable.This laptop is brand new and was purchased with the expectation of full functionality. It is unreasonable to expect a customer to accept repairs on a defective product right out of the box. I am not willing to settle for a patched-up device when I paid for a new, working one.I am requesting an immediate replacement or a full refund. Continued refusal to resolve this appropriately will leave me no choice but to escalate the matter through consumer protection channels.I expect a prompt and satisfactory resolution.

  Business Response

  Date: 09/22/2025

  ** appreciates the customer's feedback provided in this complaint.  If possible, ** requests that customer provide the ** Order number or send a copy of the original receipt or proof of purchase for the laptop in question so that we can further assist with your issue.
  
  Regards,******.

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23911234
  
  I am rejecting this response because:

   

  I have to provide more details already given: ORDER# H364561423
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/24/2025

  According to the notes in HP Order #H364561423 a return was created under Order #R302877452 and a refund processed on 09/22/25.

  Regards,
  ******

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23911234
  
  I am rejecting this response because: I have not received my refund.
  
  Shipment was return delivered.
  Delivery Date
  Tue, 09/30/2025
  10:42am
  Tracking number is ****** ************

  Please process my refund now that the product has been returned. 

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

  Business Response

  Date: 10/03/2025

  According to the notes in HP Order #H364561423, HP acknowledges that the unit was returned and notes indicate that a refund was processed to a ****** account. Customer's recent comments to ******************** have been included in the notes of Order #H364561423 and return Order R302877452 and HP Store has been urged to investigate customer's claim.

  Regards,
  *******

  Customer Answer

  Date: 10/07/2025

   
  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,
  
  ******* *****