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

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

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:04/08/2025

  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.

  4/4/2025 at 9:45am I placed an order for laptop bundle with ******. My credit card was charged $318.74. At 5pm I received a cancellation email from ****** stating they are still shipping the keyboard and mouse, but the laptop was cancelled. There was no reason given. I did not see the email until Monday morning (4/6).I called customer service and was told it was cancelled likely due to low inventory. The laptop was still for sale on the website. Another *** told me the order was cancelled because the price was incorrect and that ** has an hour to make this determination and will email the consumer. This did not happen. I escalated and received a call back later in the day with a more senior CSR saying the same thing. There was an error in the price and ** cancelled the order. by this point, the original price of the laptop had increased. I was told I can purchase the laptop separate, at the inflated price and for my trouble they would take 10% off the current price. Over 7 hours passed from the time my credit card was charged to the time they cancelled the order. The *** said my only option for recourse is to buy the laptop, at the new price, and they will discount 10%. They made almost $55B in revenue last year and are causing the consumer to suffer for HPs mistakes.

  Business Response

  Date: 04/09/2025

  ** Store Case Manager acknowledged the price error on the ** online store for the product the customer ordered under **********.  Case Manager offered, and customer accepted, another product under H363194320 and product was delivered Tuesday, 4/8/25 at 10:30 AM ****** Tracking ID: *************

  Regards,
  *******

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23176710
  
  I am rejecting this response because:

  The laptop received is the EXACT laptop (same SKU) that was cancelled at the lower price. So, yes, I received the new laptop, but I had to pay the inflated price because ****** cancelled the original order. Then told me, I could still buy it, with a 10% discount off of the increased price. Price on Friday (4/4); $299 as a bundle, without the bundle $599. Price on Monday (4/7): $619.99.  

  BAIT AND SWITCH is not acceptable and should be illegal. I needed a laptop and was held me hostage in order to get it in time. So, yes I received a product, at an inflated price, which is why I filed a complaint and am requesting a partial refund. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/16/2025

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

  Customer Answer

  Date: 04/18/2025

   
  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.
   
  
  *****

• Initial Complaint

  Date:04/07/2025

  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.

  Please see detail of my complaint below. I have lot of emails that i have had with HP. How do i upload so many emails. Can you please connect me with someone i can talk to. I am in *****. My phone number is ************
  
  The saga began when my HP laptop started malfunctioning. Frustrated yet hopeful, I reached out to HP Customer Service and was connected with *** ****, a representative who assured me that the warranty would cover the repairs. They promptly picked up my laptop and transported it to their service center in Texas on May 28th, 2024.
  
  My HP laptop had problems and was covered under warranty.  After my phone conversation with HP Customer Service Rep *** ****, HP picked up my laptop for repairs and received it at their service center in Texas on May 28th 2024.  *** **** from customer service told me that I will receive my laptop within 5 to 10 Business days.
  
  I was to travel to ***** to take care of my bed ridden niece and my 84 year old sister. Based on my conversation with *** ****, I booked my flight for ***** for June 13th 2024.
  
  I believe, on June 1st, ***** from HP service center called me, He took my permission to delete all data from my laptop so he could do further testing.  ***** told me that I will get my laptop probably by June 5th 2024. I also have HP email confirming delivery of my laptop by June 5th 2024.
  
  After a few days, I called the service center and spoke to ***** (don't remember the date) to check the status of my laptop repairs. since I had not received the laptop.  He told me that HP is waiting to get parts from ***** and that HP couldn't commit to a date.
  
  By now, I had left multiple messages for *** *** to tell her I was scheduled to fly on June 13th. That my sister isn't well and I need to take care of my bed-ridden niece. *** **** never responded to my voicemails and emails.
  
  As my travel date was nearing, every single day i called to check the status from HP support in the hopes of a positive response.  However, no one gave me a clear answer.
  
  On June 12th, I called HP support center and fortunately ********* picked up my call.  He told me that they were waiting for the part.  I explained to ********* my travel limitations and the fact I had not heard back from *** ***.  ********* was kind to escalate my concerns to ***'s department and asked them to get in touch with me. 
  
  I kept changing my departure dates and kept calling HP Tech support for status.  Finally, *** **** got in touch with me after **** sent her a note.  Both, **** and ********* had escalated my concerns.
  
  Finally, *** **** responded to my email and apologized profusely.  In the email exchange with ***, I told her that the tech department does not know when the part will be arriving, and i can't wait any longer.  That, at this point, the only option I have is to buy a new laptop and get a refund.  She asked me if i had a receipt.  I responded yes.  *** **** asked me to send her my receipt and that she will work on the refund.
  
  For a while *** told me she could not open the attachment. I requested **** to send the attachment to *** since he was able to open my attachment. **** forwarded the attachment to *** and she was able to open the attachment with copy of my receipt.
  
  When i spoke to ***, She never told me that she can't get the refund, nor did she stop me when i told her i will be leaving for my travel on the June 20th.  With *** ***'s commitment, i changed flights to depart on June 20th and bought the new laptop the evening before i left, i.e. on June 19th.
  
  I left for ***** on June 21st.  After my return, i sent an email to *** *** asking her when and how will the refund be coming to me? First, *** never responded.  Finally she told me that they will not be giving me the refund and that i can get $75 coupon.
  
  I was shocked to hear the change in the direction because i had now spent the money to buy a new laptop.  I told her i want to escalate the issue.  After multiple emails i got to speak to Ms. ***** ** ******* in escalation department.
  
  *** **** sent me an email telling me that they had sent the laptop to my ** address on file.  I understand HP tried to deliver the laptop on June 28th 2024.  However, per my communication with *** ***, she was aware that I had confirmed my departure for June 20th and flew from *** on June 20th. 
  
  Despite HP’s delays and all the proofs of my communication with the customer Service Rep *** ****, HP is denying me the refund and telling me they can send me my laptop.
  
  I have sent emails and messages on LINKED IN, to ******* *****.  However, he has never responded to my emails.  The message gets forwarded to Ms. ***** who is using excuses to deny me my refund.
  
  HP is offering to send me the laptop in *****….something that will cost an arm and a leg import duty and something I don’t need since I have bought another laptop because HP representative took my receipt and told me she will work on the refund.
  
  Please help me get my refund in the amount of $***.** (purchase price) of the lap top that HP did not return in time for me.
  
  Thank you 
  
  ******** ********
  
  

  Business Response

  Date: 04/11/2025

  HP apologizes for the missed opportunities and miscommunication from recent Cases ***********************).  At this point, HP needs to obtain a valid ship to address from customer for any further actions or resolutions.

  Regards, *******

  Customer Answer

  Date: 04/25/2025

  First, 

  PLEASE DO NOT GIVE CREDIT TO HP WITH THEIR RESPONSE.  

  Here is a summary of my response that i had sent you.  This i captured from the AI Copilot..not sure why i can't find my original detail in my email.

  "The Better Business Bureau notified you about a new message regarding complaint #********.

  You expressed frustration with HP's response, stating it is similar to previous communications and that HP is avoiding responsibility.

  You mentioned that ***** ** ******* has been asking for your address in ***** for a year to deliver a laptop that has been with HP for a year.

  Despite providing proof from *** *** about a promised refund, HP has not delivered the repaired laptop on time and recreated reported problems.

  You believe there is no resolution other than the promised refund and advised not to trust HP."

  Business Response

  Date: 05/05/2025

  Customer was traveling to the US with an ***** purchased computer. Prior to arriving in the US, customer worked directly with our ***** support team and was not happy with the results.
  
  April 16, 2024: Unit is out of warranty
  May 20, 2024: Customer was offered compensation to the HP store, and was told she may need to check with a local store for repair – customer denies as she wanted to purchase a new laptop
  May 22, 2024: Customer requests a new unit replacement, which is not an option. A service repair could be arranged. ETA of 7-10 days depending on part availability, however, not guaranteed (***** unit in US)
  May 28, 2024: Unit received at the Service Center – motherboard, fan replaced
  June 10, 2024: Seeking customer agreement to reinstall MS Office
  June 15, 2024: Customer returns to ***** – customer is demanding a refund
  Sept. 05, 2024: Customer requests repaired unit be shipped back to ***** – unable to obtain a valid ship-to address
  
  Since the customer is back in *****, *** Executive Escalations Customer Managers will reach out to the customer to address her ongoing concerns.

  Reference active Case **********.
  Regards, HP Inc. 

  Customer Answer

  Date: 05/09/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  HP is making up stories and giving wrong information.  Please see below for detail.  I need to forward you emails to show you proof that HP is not telling the truth.   Please give me an email address where i can forward the emails to show you proof of my response. 

  Customer was traveling to the US with an ***** purchased computer. Prior to arriving in the US, customer worked directly with our ***** support team and was not happy with the results.
  
  April 16, 2024: Unit is out of warranty
  I had escalated my issues in HP to their top bosses in *****, before I escalated the issue in US.  The issues were reported to HP ***** way before April. I will send you all the emails to prove my claim and the fact HP is not hiving a true picture by saying ‘customer was not happy’ 
  
  May 20, 2024: Customer was offered compensation to the HP store, and was told she may need to check with a local store for repair – customer denies as she wanted to purchase a new laptop
  This is Total Lie.  There is nothing of the sort.  I am now confident that HP is a company that lies day in and day out.  If I was out of warranty, why did *** Kaye (customer Service Rep) agree to pick up my laptop for repair?  How did HP identify all the problems as I reported except the key board which was sporadic.  Why did HP have to order the mother board ?  
  I have documented emails showing why I had to keep escalating my issue.  The worst is HP representative C. R. ***** ***** in ***** (********) who spoke to me on Saturday April 12th, has all the emails of my conversations with HP support in *******, *******, *****, and in USA.  He himself said they had ordered a speaker in ***** but I rejected to take that because HP support did not agree to my laptop heating issue and told me that I could use it on a desk.  That is when I told HP ***** that I did not pay the money for desktop and that I need to use a laptop as it is supposed to be.  I escalated all the issues in US and had sent all the email conversations to *** Kaye who agreed with the issues I had faced and hence got the laptop picked up for repairs   
  
  May 22, 2024: Customer requests a new unit replacement, which is not an option. A service repair could be arranged. ETA of 7-10 days depending on part availability, however, not guaranteed (***** unit in US).  
  I never asked for the new unit replacement.  The unit was picked up for repair and received by HP on May 28th and they found all the issues.  So how could I ask for replacement of the unit on May 20th ?
  I was told nothing more than the fact the laptop will be fixed with in 7 to 10 business days Why was I not informed of no guarantees about time frame and ***** unit in US?
  I will forward to you the email that lists each event and timeline.  
  
  May 28, 2024: Unit received at the Service Center – motherboard, fan replaced
  Once again, HP is making up their story, but I have email communictoin that HP was waiting  for Motherboard from *****…..that is Motherboard was ordered by HP support in Texas after May 30th or May 31st, I don’t remember.  You can confirm this with the service center people **** ******, *****, and ********* *******.  The reason the delivery of repaired laptop was delayed is because HP had to get the mother board from *****.
  
  June 10, 2024: Seeking customer agreement to reinstall MS Office
  Where did this date come from?  Support in Texas, more specifically ***** called in end of may to seek permission to delete all my files so he could do some testing.  It is after this testing they realized that they need to replace the motherboard. There was nothing about reinstalling MS office.
  
  June 15, 2024: Customer returns to ***** – customer is demanding a refund
  Wow!  Where are these dates coming from?  Repeatedly they have been told I took the flight  on June 20th.  I have proof of my departure on June 20th from New York.  These dates are stated even in my email communications.  My original departure date was June 13th, I changed it to June 15th and then to June 18th and finally left on June 20th after communication with *** ***** about refund.
  
  Sept. 05, 2024: Customer requests repaired unit be shipped back to ***** – unable to obtain a valid ship-to address
  I never requested the unit be shipped to *****.  I refused to accept the Unit shipped because I was promised refund which is why I purchased a unit at Best Buy on June 19th, a day before my departure for *****
  
  Since the customer is back in *****, *** Executive Escalations Customer Managers will reach out to the customer to address her ongoing concerns.
  I am shocked to see how much lies HP can build on.  Fortunately I have all the documented evidence of my communication that I will forward to you.  I will need some time because I am unwell and have been advised complete rest.  
  
  ALL I  CAN SAY AT THIS TIME IS HP SHOULD NOT BE A COMPANY IN BUSINESS BECAUSE THEY HAVE TRAINED LIERS SITTING AND WORKING IN THEIR COMPANY IN US AND *****
  I DON’T WISH TO DEAL WITH HP ***** EITHER BECAUSE I HAD GONE ALL THE WAY UP THE CHAIN IN ***** TO ADDRESS MY ISSUES. I WILL FORWARD THOSE EMAILS TO YOU AS WELL.  SO THE PROOF IS IN HE PUDDING.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 05/16/2025

  HP apologizes for any inaccuracies supplied by the Case Manager's notes and regrets that customer's Case could not be resolved while customer was in the United States.  However, since the HP team in ***** has taken over the customer's Case all future correspondence should be directed towards HP *****.

  Regards,
  HP Inc

   

  Customer Answer

  Date: 05/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  HP apologizes for any inaccuracies supplied by the Case Manager's notes and regrets that customer's Case could not be resolved while customer was in the United States.  However, since the HP team in ***** has taken over the customer's Case all future correspondence should be directed towards HP *****.
  
  HP’s apology is meaningless.  Since I have given you proofs contradicting their position, HP is apologizing.  Lack of competitive staff does not mean Customer will suffer. 
  

  If *** **** made a mistake and took my purchase receipt clearly stating she needed it for the refund, that is not my issue.  I bought the lap top only after she received the my purchase receipt which was forwarded to her by HP Tech Support employee **** *******.

  If *** *** did not tell me that it could take longer than 5 to 7 days or 5 to 10 days, (whatever make be the case ) to get the repair and testing done, that is not my problem.
  In any event, there is no taking over of the case in *****.  The issue is with HP corporate.HP corporate took my laptop for repair and all my communication before and after has been with HP in US.  Their individual in ***** was representing HP Corporate.  I am not going to deal with HP ***** for resolution.   HP corporate has messed up my case and is making me sick with their continued emails and then this apology.   I will continue to fight this case legally, if I have to, with HP corporate.  Each email from HP is full of lies and raising my Blood Pressure.

  
  ***, even their representative in ***** has repeated lies in his email.  It is huge email and I don’t have energy to respond to that email since I am still recuperating from my high fever and weakness.

  I will send you some more emails to show you that telling lies is no issue for HP,

  Thank you
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:04/07/2025

  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.

  We are waiting for our $125 coupon code 4 months since ****** the escalation manager told us he would get a case manager assigned since they would be the ones that would get that could to us in an email but so far no one contacted us. This is not how long it should take to do something that simple. So we're going to ask again lets get it done without so many complaints on the same subject.

  Business Response

  Date: 04/09/2025

  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: 04/12/2025

   
  Complaint: 23173776
  
  I am rejecting this response because: until we are contacted which originally we been waiting a few months and weren't we are going to keep the complaint open. The best time to email first as inially requested so we can converse and set up a phone time to converse if needed to avoid a phone tag game which leads to no results. If the new case manager perfers to settle this by email that's fine also. When the objective is reached I will be more than happy to respond favorable on the BBB and thank the party that accomplished this.
  
  Sincerely,
  
  ******* M

  Business Response

  Date: 04/15/2025

  According to notes in Case **********, Case Manager attempted to call customer on 04/10/25 and 04/11/25 by phone and 04/09/25, 04/10/25, and 04/11/25 by email with no response from customer so Case Manager closed the Case.

  An HP Escalations Case Manager has been assigned to new Escalated Case 5141613875 to address the customer's concerns. The Customer should be contacted within 2-3 business days.

  Please confirm that this is the correct email and phone number for contact:

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

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

  Regards,*******

• Initial Complaint

  Date:04/07/2025

  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 had an incredibly frustrating experience with my HP printer, and I feel compelled to share it. It all started when my printer unexpectedly stopped working while I was in the middle of printing important documents. I received a notification that my ink subscription had expired and that I needed to pay for a monthly subscription to continue printing. This was never communicated to me when I originally ordered the ink, and I was caught off guard.I called customer service for assistance, only to be transferred repeatedly between departments for HOURS. Eventually, I was told my only options were to either pay for the subscription or buy my own ink. It felt like a sneaky and underhanded way to extract more money from ************ light of this, I decided to return the printer. However, I quickly learned that NO department could help me with this request. It took TWO DAYS of calls before I finally spoke to someone who agreed to escalate the issue. I was told a case manager would call within 48 hoursbut, of course, no one called. A few days later, I received an email informing me that my case had been CLOSED without resolution.I had to call again, wasting more time being transferred, just to get my case number. This entire experience has been a ************ summary, ** seems more focused on finding new ways to take your money than on providing customer service or honoring its commitments. Their customer support is a joke, offering no real solutions and endlessly transferring you without any meaningful assistance. I strongly recommend avoiding HP, as their practices feel deceptive and unprofessional.

  Business Response

  Date: 04/08/2025

  A new Escalated Case 23172459 was  already opened for the customer on 04/08/25 and assigned to an HP Escalations Case Manager.  
  The Customer will be contacted within 1-2 business days.
  Regards,*******

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23172459
  
  I am rejecting this response because: the case manager called and told me I cannot return my printer for the price I paid.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/25/2025

  This came under code C-150.  HP does not have a comment here to respond to.

  Regards, *******

• Initial Complaint

  Date:04/07/2025

  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 NEW HP printer through ****** in December, 2024. After 2 lengthy times spent on phone with customer service about problems with it, they said they finally found a major problem and would send a new printer as soon as I returned the no good one. I received a refurbished printer. I complained. They said I could have gotten a new one within the first month. Their procrastination caused that time to lapse. Not mine. I was very upset. But, I accepted the refurbished one. It would not even install properly. I spent another 90 minutes on phone trying to get help. They were uncooperative until I told them i would definitely file a report with Better Business Bureau. Then the manager quickly agree to send a NEW printer and to expedite it. I received another refurbished one the next day. I have an email where they promised new. It was very difficult to install. Had to restart multiple times. For now it is working. I've been an ** customer many years. I'm 71 years old and was very patient with them. I should not have to threaten management to get service. And they should not lie. I will not buy their product again. Thank you for the service you do. Maybe others can avoid this upsetting waste of time. So after buying a new printer in December, spending a total of 4hours and 35 minutes on the phone and 3 separate installations, I now, in April, have a refurbished printer that I hope works awhile. I am a teacher, need a printer!

  Business Response

  Date: 04/08/2025

  ** appreciates the comments from the customer and HP management has been alerted to review previous Cases ********** and ********** for possible corrective action and/or training opportunities.
  Regards,
  *******

• Initial Complaint

  Date:04/07/2025

  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 received a message on my printer, that I purchased in September of 2024, that there's an error with my HP account and to check my account to resolved the issue, but I will not be able to print until the issue is resolved. I called **'s customer support for assistance. I signed up for the instant ink when I first got the printer. Realizing that I no longer wanted the services, I told the gentleman to cancel my subscription as I went to ******* and purchased my own ink. The gentleman was able to get my printer working. The very next day I woke up to the same error. Called back in again and spoke to a different agent who was no help. It has been almost two weeks and I am not able to use my printer. I can't use my printer or I can't remove the printer from my computer until April 27, 2025. ** is holding my printer hostage, I'm not using their ink and I need to use my printer. I should not have to wait for two weeks. I'm going to have to go out and purchase another printer, because I can't wait any longer. I need to print.

  Business Response

  Date: 04/08/2025

  A new Escalated Case 5141176230 was  already opened for the customer on 04/07/25 and assigned to an HP Escalations Case Manager.  Customers comments have been documented on the Case.
  The Customer will be contacted within 1-2 business days.
  Regards,*******

• Initial Complaint

  Date:04/06/2025

  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 canceled the ** ink 2 months ago and got charged last month and this month. I want a refund for both months

  Business Response

  Date: 04/08/2025

  ** apologizes for the inconvenience, but we need more information. Please provide Serial Number for the ** printer enrolled, the ********************** Ink subscription number, 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/laptop near the bar code.
  Regards,*******

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23168581
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  i do not have the info they need. 
  ****** Snowden 

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

  ****** tx 75860

  Business Response

  Date: 04/11/2025

  ** does not have enough information in order to open a Case.  Is this Instant Ink subscription an individual account or a group account?  Could there be another individual's name on this account?  The phone number and address don't give HP enough to establish a connection to an Instant Ink account.

  Regards,*******

• Initial Complaint

  Date:04/05/2025

  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.

  On April 4th I signed up for the ** ******************* On April the 5th at 1am I contacted customer support to cancel the order. On the phone call it was stated that that the order of the printer was cancelled and subscription was cancelled. Then I receive an email saying that I am still getting the printer and may be subject to a penalty if the printer is not returned. I have not received any communication that the printer was already en-route to shipping. If I requested something to be cancelled, I am told that it is cancelled. And you are attempting to still send me something when a shipping label has not already been created or given to a carrier and then say I owe money if I did not give it back is deceptive practices and I will report this to FTC and **** if this is not resolved. IN NO WAY should a scenario of a customer cancels the order, you confirm, it hasn't been shipped, and you say you will send it later on and say that there is a penalty. Cancel the order and DO NOT send me a printer.

  Business Response

  Date: 04/07/2025

  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: 04/08/2025

   
  Complaint: 23164005
  
  I am rejecting this response because: I want to know why I canceled this early April 5th, and I was sent a printer on April 7th.

  If someone confirmed a cancellation of a product being sent 2 days before why would you still ship it out.

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

  Business Response

  Date: 04/11/2025

  Case Manager for Case ********** attempted to contact customer by phone on 04/08, 04/09 & 04/10/25 as well as 4 emails sent between 04/08 -04/10/25.  Customer was not reached and did not respond to the emails, so Case Manager closed the Case.  

  Can customer confirm that he received the return label for the printer that was sent to him by mistake?

  Regards,*******

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23164005
  
  ** Company did not call my phone number *************) on 04/10/25 as stated in their response. I am requesting ********** re-open the case as this case is not resolved and was not called on 04/10/25 as stated.

  Please contact me at ************. If I do not answer please leave a voicemail and I call back within two hours.

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

  Business Response

  Date: 04/17/2025

  ** has opened a new Escalated Case ********** for the customer to better address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23164005
  
  The printer was delivered back to HP ********* (************) on April 14th, 2025 and it is now April 17th, 2025. I have not received any contact from ** or ANY acknowledgment that printer was returned and my subscription has been -fully-cancelled.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/22/2025

  HP Case Manager sent customer an email on 04/21/25 acknowledging the receipt of the printer under FedEx Tracking ID: ************.  According to the email from Case Manager: "The printer is currently under inspection. Due to the high volume, the process is taking longer than expected to be released from this department. We would like to inform you that the cancellation and printer return process was completed on time and accordingly. In case you receive any charge, don't hesitate and contact us to assist with the charge process."

  Reference Case 5141734636.
  Regards, ******* 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23164005
  
  I reject HP's response. ** required me to return the printer within a certain time or face fees. I complied and returned it within the timeframe, with delivery confirmed by ***** on April 14, 2025. Despite my full compliance, ** has delayed finalizing the cancellation for over two weeks, without providing actual confirmation of plan cancellation. I am supposed to be left wondering if I am charged.

  
  If I do not receive this confirmation by May 1, 2025, I will send a final notice via certified mail. If unresolved seven (7) days after that notice, I will file a small claims court lawsuit in *******, ******* seeking at least $2,500 in damages. This amount will include compensation for improper continuation of service after cancellation, deceptive and unfair trade practices in violation of the ************************ Act (15 U.S.C. 45), violations of the Georgia Fair Business Practices Act (O.C.G.A. 10-1-393), violations of the Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), and breach of contract principles under Georgia common law. It will also cover any improper fees or charges assessed against me, the costs of dispute resolution including court filing and service fees, and additional statutory damages available under applicable federal and state consumer protection laws. *** failure to timely process my cancellation after confirming receipt of the returned equipment constitutes deceptive conduct, breach of agreement, unfair business practices, and violations of multiple consumer rights statutes.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/03/2025

  ** apologizes for the customer's experience, and ** confirms that customer sent back printer under ***** tracking 797295554700 which arrived at HP warehouse on 04/14/25.  **************** has been contacted and alerted to confirm refund issued and to contact the customer as soon as possible.

  Regards,
  ******

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23164005
  
  I am rejecting this response because: Still have not received communication about cancellation. I will no longer be entertaining communications through this platform. The company may email or via certified mail.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/04/2025

  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 cancelled ********************* Purchased 3rd party ink cartridges. They worked for 2 weeks, and then ** pushed a firmware update to my printer and disabled the ink cartridges. I'm now getting an error message. One or more ink cartridges are defective, please replace.

  Business Response

  Date: 04/07/2025

  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: 04/07/2025

   
  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.

  Also, I received a response from ** on their Community Support Forum.  You can cancel the complaint.

  Subject: Re: ** Firmware Update disabled 3rd Party Ink Cartridges
  Hi @coolmellowdude,   Welcome to the ** Support Community!    I totally understand your concern here. Just to clarify, ** does not block the use of third-party cartridges altogether. However, ** printers with Dynamic Security are designed to protect the hardware, they may block cartridges that are using non-** chips or modified electronic circuitry, especially if they pose a risk to the printer's performance or reliability.   This isn't about making it illegal or forcing customers, but rather ensuring the printer works safely and as intended. So if you're running into errors after a firmware update, it's likely because the third-party cartridge is not fully compatible with **s dynamic security measures.   To avoid these issues in the future, its best to use genuine ** cartridges, they're tested for quality, safety, and long-term use.   I hope this helps.   I'm glad I could help!   If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster!      ********* and have an amazing day ahead!     Best regards,
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/04/2025

  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.

  In March 24 I order a power cord and adapter for my granddaughter laptop. They sent the wrong item. When I called ** to get the return label, they stated they do not have the order number. They keep transferring me to different department which I feel they were giving me the run around. I just want to return the product and get my money back. The Customer Reference Number is ************. The Sales Order/HP PO Number is **********. My receipt to contact ** Customer Support which I did and kept getting transfer to different department. I gave them all the information concerning the laptop (product and serial number.

  Business Response

  Date: 04/07/2025

  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, *******