Business Profile

Network Computers

HP Incorporated

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Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,720 total complaints in the last 3 years.
630 complaints closed in the last 12 months.

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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:07/04/2025
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.
A few years ago, I purchased an HP Officejet Pro 8715 Printer. After the *** Cartridges ran out, I started using Top Grade Aftermarket Cartridges. I've used that brand in my printers for years with no problems. I eventually purchased a second HP Officejet Pro 8715, but it won't accept Afftermarket Cartridges. A full set of *** HP Cartridges is priced at almost $150. I spent hours on the internet and phone talking to foreigners for Customer Support and eventually ordered a set of alternative cartridges from ** for the second printer. **'s attitude and the fact that one 8715 Printer will accept aftermarket cartridges while the other 8715 Printer (same model) won't is deceiving. ** seems to have a monopoly on cartridges for their printers. I consider this situation unacceptable and a SCAM. I was unable to contact an American for Customer Support.I want a refund on the second printer, or a replacement that will accept my aftermarket cartridges, and a refund for the alternative HP Cartridges that I purchased.
Business Response
Date: 07/07/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for the second HP ****************************** printer that was mentioned 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,*******
Customer Answer
Date: 07/10/2025

Complaint: 23557134

I am rejecting this response because:

Sincerely,

**** ******
Initial Complaint
Date:07/03/2025
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.
I would like ** to replace or refund the purchase price for defective ink cartridges sold by the ****** Store. When I made a request by phone on June 13, 2025, I was transferred to six people, each of whom said I had called the wrong place, but he or she would find another person at the right place. While I was holding for the sixth person, the call was disconnected, and no one called me back even though each of the six people had confirmed my phone number to call me back if disconnected. Afterwards I sent a letter to the president and ceo of ******* so that his office could get me to the right place. But his office never responded even though my letter was delivered on June 17, 2025.On October 30, 2024, I ordered cyan, magenta, and yellow cartridges for $29.99 each under reference number H360819686. When my printer started running low on ink in June 2025, I opened the cartridges to install them, but they all dripped ink when opened even though it was well before their expiration dates. When I called HP to replace the cartridges, one of the six people said I was entitled to a replacement because the cartridges had not expired and I had bought them within the past year.
Business Response
Date: 07/07/2025
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: 07/12/2025

Complaint: 23555451

I am rejecting this response because:** said I would receive three replacement cartridges yesterday but I did not receive them and do not know when I will receive them. I would like to keep this complaint open until I receive the three replacement cartridges.

Sincerely,

***** *******
Business Response
Date: 07/18/2025
According to the notes in the Escalated Case #**********, four ink cartridges were sent under Order #BXDY9027-01:
FedEx Tracking ID:
************
Delivered to: 2 ****** ** S APT 3D, NY, NY 10022
Friday, 7/11/25 at 11:46 AM
Signed for by: *.***
Will customer please confirm the delivery of the replacement cartridges?
Regards, *******
Customer Answer
Date: 07/21/2025

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:07/02/2025
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.
Purchased an HP Smart subscription which is like a warranty for their products. Within the first month decided to cancel due to their poor customer service and are impossible to reach.Prior to was also charged twice for the first month. Reason being whoever signed me up incorrectly entered my billing address, which rejected the transaction. Was able to have that fixed, however that failed transaction ended up still going through. Thankfully that has been ************* after calling and having my subscription canceled they proceed to charge for said subscription. Called back and had to confirm the cancelation and they ensured a refund for $18.39. It's been a week and still no refund.
Business Response
Date: 07/03/2025
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: 07/03/2025

Complaint: 23550840

I am rejecting this response because:

Sincerely,

***** ****
Initial Complaint
Date:07/02/2025
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.
This complaint is about ******* ****************** *********, CA 94304-1126 HP is unlawfully retaining control of my personal email through their OEM McAfee registration system, despite my returning the laptop. I can't activate my paid ****** subscription as ** has my email locked. I no longer have the serial number and HP's support system is designed to block access without a serial number. I have been routed through endless automated loops, denied human contact, and unable to resolve this issue. McAfee is locked out and unable to help, they tried to help. This is not a technical glitch-it is a deliberate failure of accountability and a violation of my digital rights. I have filed a complaint with **'s Privacy Team directly. I am filing this complaint to document their inaction.I demand that ** immediately release my email address from their OEM system and confirm in writing that all of my personal data has been removed, fully. I will continue to escalate this publicly and legally if necessary. I am not asking. I am demanding.
Business Response
Date: 07/03/2025
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:07/01/2025
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.
Dear Instant ******************** Team,I am writing to formally express my dissatisfaction with the recent experience I have had with your Instant Ink subscription ********** April of this year, I was notified by your service that a shipment of ink cartridges was on its way to my home. However, despite this notification, I did not receive the shipment until Juneover two months later. This significant delay caused considerable inconvenience, as I rely on timely ink deliveries to ensure uninterrupted use of my printer for both personal and professional tasks.I am disappointed not only by the delay itself but also by the lack of proactive communication or updates regarding the status of my shipment during this period. As a paying subscriber, I expect a higher standard of reliability and customer care.I kindly request that you review my case and provide an explanation for the delay, as well as what steps you will take to prevent similar issues in the future. Additionally, I would appreciate consideration for compensation or a credit to my account in light of the inconvenience I have experienced.Thank you for your attention to this matter. I look forward to your prompt response and a resolution to my concerns.
Business Response
Date: 07/02/2025
HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:06/27/2025
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.
I bought a fairly high end laptop in their ENVY line. Since then, ** has moved their comparable high end laptops (e.g. 16" OLED, 2TB SSD, rtx 3060, 32GB ram) exclusively to their OMEN ******* warranty offers repairs or replacements. They have already been unsuccessful in repairing it. All the replacements they offer me are of lower spec level (and MSRP) than my current laptop, because refuse to offer me one from their OMEN line.
Business Response
Date: 06/30/2025
Customer already has an Escalated Case open. An HP Escalations Case Manager is currently working with the customer 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: 07/02/2025

Complaint: 23529594

I am rejecting this response because:
I opened this BBB complaint because the case manager provided replacements that were unacceptable. I understand that after 30 days the warranty is for repair or replacement, but ** has been unable to repair, and all the replacements I have been offered by the case manager are of lower spec level. Replacement should be of equal or greater value, not lower!

Sincerely,

****** *****
Business Response
Date: 07/04/2025
** has shared these most recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible with another offer, if possible.
Reference active Case **********.
Regards, *******
Initial Complaint
Date:06/26/2025
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.
Ref: case #********** I had a no sound issue for over 20 days with the laptop I purchased on ****** on 7/28/24, delivered on 8/9/2024 and therefore it is still under the one-year warranty. I called HP tech support on 6/23/25 and it was fixed. Then on 6/24/25, a Realtek driver update came in as part of windows update and broke it. So, I called again that day but HP support site is totally down. So I called again 6/25/25, the first rep hung up on me after 30 mins of saying he will remote in but never did. I called again, the rep ****** remoted in and did a factory reset. After that, not only did it not remove any files, it error out (running into problems, need to restart) every 10 mins. The laptop now is TOTALLY UNUSABLE. I called again that day and the rep ******* told me someone will call me today -6/26/25 to process a refund or complete replacement. NO ONE EVER DID. MAYBE HP IS TRYING TO RUN OUT THE WARRANTY CLOCK!!!!!!!!It is obvious ** tech support BROKE THE LAPTOP AND IN THE MEANTIME I HAVE NO LAPTOP TO USE. ** HAS TO CALL ME ASAP.
Business Response
Date: 06/30/2025
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,******
Customer Answer
Date: 06/30/2025

Complaint: 23525195

I am rejecting this response because ** REFUSES to honor the 1 year warranty. They demanded that the laptop be sent back over the next 10 days and no replacement or loaner will be provided. I don't have a pc to work with for days and counting. I cannot work. HP support destroyed the ** and now they don't offer a replacement or a refund. This is horrible. I will broadcast this all over the social media and reviews.

Sincerely,

****** ****
Business Response
Date: 07/04/2025
** has shared the recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
Reference active Case **********.
Regards, *******
Customer Answer
Date: 07/17/2025

Complaint: 23525195

I am rejecting this response because being contacted DOES NOT MEAN ISSUES ARE RESOLVED. I did get contacted but issues are not resolved.

Sincerely,

****** ****
Business Response
Date: 07/24/2025
Case Manager has set up a 2nd repair for customer (Order #************ on **/**/** to hopefully correct the issues of overheating from customer's laptop. Case remains open as issue is as yet unresolved.
Reference active Case **********.
Regards, HP Inc.
Customer Answer
Date: 08/06/2025

Complaint: 23525195

I am rejecting this response because the issue of overheating has yet to be resolved.

Sincerely,

****** ****
Business Response
Date: 08/25/2025
According to the notes in Case **********, the ************** was unable to replicate the overheating issue which was the reason for the repair Order #BXDX3009-01. Case Manager offered customer a $75.00 HP online coupon on 08/20/25.
Reference active Case **********.
Regards, *******

Customer Answer
Date: 09/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only choice I have to settle this overheating issue that ** said they cannot re-produce. I stated that it is a known common problems with ***** CORE ultra 5 chips.

Sincerely,

****** ****
Initial Complaint
Date:06/26/2025
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 am filing this complaint against ** for their failure to provide competent support and for knowingly selling a product that became unusable after a standard macOS update.After my HP printer stopped working following the Mac upgrade, I contacted support. Over the course of more than 3 hours, I was passed between nine different agents, all of whom had me repeat the exact same troubleshooting steps, including power cycling, reinstalling the app, checking the Wi-Fi, and reinstalling the drivers, despite me explaining repeatedly that I had already tried everything.They kept attempting to blame the issue on hardware or my connection, rather than acknowledging it was a software/cartridge compatibility issue caused by the update. Not one of them honored my request to escalate to a supervisor, they just handed me off to the next agent in a ********* is the list of agents I spoke with:1.***** ***** 2.***** 3.**** 4.Kacey 5.****** 6.***** 7.Aishwarya 8.9.***** ***** 10. ***** (Employee ID: ********************, the 10th agent, finally admitted this was a known compatibility issue between HP cartridges and the latest MacOS. He promised a new set of cartridges, claiming they were compatible with the update and would be delivered within 34 business days. It has now been over a week, and I have received nothing.This is unacceptable. ** failed to disclose that their cartridges are not compatible with the latest Mac system, refused to escalate the issue when asked, and wasted my time with a repetitive script while gaslighting me about the cause.HP Case Number: ********* Name: ****** ***** Email: ********************** Phone: ************ Location: *********, **
Business Response
Date: 06/30/2025
** apologizes for the poor communication and service with customer's previous Cases. An HP Escalations Case Manager has been assigned to new Escalated Case ********** to better address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:06/25/2025
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.
We purchased an HP laptop that stopped working. The laptop is still under manufacturer warranty and we would like it repaired. ** makes it completely impossible to speak with someone and get a resolution. Their chat system takes hours, and then times out. We just want our laptop repaired.
Business Response
Date: 06/27/2025
** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide current mailing address,HP product serial number, and any related HP Case numbers so that 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 laptop near the bar code.
Regards,******.
Customer Answer
Date: 06/27/2025

Complaint: 23519780

The serial number for the device is **********
mailing address is *************************************

A customer service phone number appears to be non-existent. All we get are options to chat.
Business Response
Date: 07/03/2025
** appreciates the customer providing contact information. 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: 07/15/2025

Complaint: 23519780

I am rejecting this response because: I have been unable to speak with a representative and to get help with our computer problem. I was told via email that ***** with consumer escalations would contact me yesterday, July 14th @ 5pm and attempt to troubleshoot. I received no call, and have not received a response to the email I sent.

Sincerely,

***** *******
Business Response
Date: 07/24/2025
** apologizes for the poor communication and service with this Case. ************* has been alerted to review the Case for possible corrective action and/or training opportunities. On July 22nd, customer responded by email to inform that the issue was resolved without Case Manager's assistance.
Reference Case **********.
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:06/24/2025
Type:Billing 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.
06/24/25-I tried to use my HP Envy 6000 series printer to print off my son's disability information and all I could print was a rejection. The rejection said it's a cartridge or account issue. I don't have an account and I've been using the same generic brand (Onn) cartridges just fine.
Business Response
Date: 06/26/2025
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: 06/27/2025

Complaint: 23514682

I am rejecting this response because: **** the representative at ************** Ext#****** Complaint#**********. **** was saying that on the website it says it's preferred to use HP ink cartridges. I said, but it does not say it's mandatory because it is. I told **** I've been using this ink ever since I bought my printer (prob about a year ago) and I never received a notice saying anything was changing. I even asked him if the manufacturer I buy from was even notified or not? He didn't have an answer except everyone knows you need to use **. Isn't it illegal to force people to use only your product when there are alternatives? It's like if you went to CVS to see a physician, then being required to use their pharmacy.

Sincerely,

******* ***********
Business Response
Date: 07/03/2025
** is aware that Customer disagrees with our security measures that display an error when using non-HP ink cartridges. The reason this was implemented was because for many years the ink being used in the 3rd party ink cartridges were damaging HP printers, causing clogs and leakages due to the lack of consistency of the ink and resulting in printers being replaced due to the damage. ** took measures to protect the printers from being prematurely damaged and protect the integrity of its products.
Regards, *******
Customer Answer
Date: 07/08/2025

Complaint: 23514682

I am rejecting this response because: This is all about money and selling their own product. I would like to see all the reports from these machines being damaged.... People should have a choice with a warning, instead of no choice.

Sincerely,

******* ***********
Business Response
Date: 07/24/2025
Beyond the 3rd party ink cartridges using potentially harmful ink, ** has confirmed third-party cartridges with reprogrammable chips can be used to inject malware into printer and compromise networks. ** has released a security alert and updated printer firmware to address the problem. This is a growing concern for all printer manufacturers, not just **
Regards, *******
Customer Answer
Date: 08/03/2025

Complaint: 23514682

I am rejecting this response because: That's just an excuse. If it was a real issue the makers of 3rd party inks would not be selling any product.

Sincerely,

******* ***********

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HP Incorporated is NOT a BBB Accredited Business.