Complaints

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

close

Find a Location

HP Incorporated has 72 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  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:06/26/2022

  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 have been having warranty issues with a new purchased printer HP 4152 for the amount of US$83.48 which is having technical issues with its internal components and is unable to connect to the HP servers in order to order HP ink. I have brought this matter to the attention of HP with case# ************ and waited for almost 3 weeks to get resolution on this case and they keep telling me to wait and I speak to people from the Philippines and people from El Salvador and they seem to think that this purchased printer of mine is to print things of no value while I keep on spending money buying HP ink at $25.00 per cartridge while they keep on telling me to wait and wait for a phone call.-

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/07/01) */ HP Incorporated apologizes for the issues******************** encountered with his Instant Ink account. A representative reached out and offered a set of XL ink cartridges which was accepted. That order was placed on 07/01/22 and will ship under tracking # ************ showing a delivery of 07/06/22.

• Initial Complaint

  Date:06/25/2022

  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 PRINTER UNDER WARRANTY. SPOKE WITH 7 MANAGERS, WAS TOLD I WOULD HAVE A REPLACEMENT FOR HP OFFICEJET 9015E AND HAS NOT FOR 30 DAYS. I SPOKE TODAY (6/25/22) AND WAS TRANSFERRED 4 TIMES TO NO ONE EXCEPT TO BE ASKED THE SAME QUESTIONS, NO RESOLUTION AT ALL. THE SUPERVISOR ON 6/24/22 STATED AFTER ALL OF THE TROUBLESHOOTING HAD BEEN DONE, THEY NEED TO REPLACE PRINTER. THIS HAS NOT HAPPENED AT ALL. THE WARRANTY HAS FRAUDULENTLY STATED THIS WILL BE REPLACED AND IT HAS NOT BEEN HONORED. HP Reference Number: ********** Product Description: HP OfficeJet Pro 9015e All-in-One Printer Product Number: ****** Serial Number: ********** Case Subject printer won't connect to wireless Portal Case URL: N/A

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/07) */ HP Incorporated apologizes for the issues **. ****** ****** encountered with her HP OfficeJet Pro 9015e All-in-One Printer (s/n **********). **. ****** accepted a brand-new HP OfficeJet Pro 9015e All-in-One Printer as a replacement unit. As soon as the defective printer is shipped back to HP her Case Manager will place the order for that new unit.

• Initial Complaint

  Date:06/25/2022

  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 Instant Ink uses deceptive billing practices. I have cancelled my subscription 3 times. Each time I get an email stating my subscription is cancelled & that a final bill will be charged on a specific date. After that date, the email states the ink cartridges will no longer work & I should return them to HP. I did purchase store bought ink & already returned the HP Ink Cartridges. I have gotten the "final" billing charge twice now. Again today I have been charged & am not even using their ink cartridges any longer. There is no reasonable way for a consumer to stop the HP charges without placing a stop through their bank.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 8, 2022/07/18) */ HP Incorporated apologizes for the issues **. ************** encountered with her Instant Ink account. HP cancelled the account and a refund for $4.29 was provided. Business Response /* (4000, 16, 2022/08/30) */ A representative let **. ***** know that the refund for $4.29 was processed on 07/18/22. HP provide the transit reference number that she may take to the bank to see where her refund is. Consumer Response /* (3000, 18, 2022/08/09) */ HP Instant Ink did reach out and provided a resolution. They agreed to refund some of the recurring charges that had been billed to me. I found that to be fair at the time. However, as of 8/9/2022, they still have not refunded the agreed upon amount. I have tried to contact the caseworker at HP Instant Ink, but they have not responded. Business Response /* (4000, 21, 2022/09/08) */ this appears to be a duplicate rebuttal which was already resolved with a response on 8/30/22 Consumer Response /* (4200, 23, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) My bank was not able to locate my refund using the transit reference number provided by HP. Consumer Response /* (3000, 25, 2022/09/08) */ My bank has advised that they are opening a Reg E dispute with HP. They were not able to locate the refund using the information HP provided. Business Response /* (4000, 27, 2022/09/16) */ A representative attempted to reach **. ***** regarding the refund however they were unsuccessful. If **. ***** still needs assistance regarding her refund she may contact the Instant Ink department at **************.

• Initial Complaint

  Date:06/25/2022

  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 was scammed into purchasing an expensive printer. I was signed up for a service that only allows use of the printer if signed up for an INK renewal program. I did not know about this, and the only way to get help with this issue is if I pay. These Corporations are slave owners.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ HP Incorporated apologizes for the issues Mr. ************** encountered with his Instant Ink account. The following email was sent: IMPORTANT: Please do not reply to this email. Replies to this message are not monitored. Dear ****, This is ****, your Case Manager with HP Instant Ink. I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent email. If you should require assistance with any Instant Ink issues, feel free to contact us through phone **************** or Chat and refer to your case number so our HP Instant Ink support representatives can assist you. Your current case number(s): ********** have been closed. Please do not reply to any emails from us in relation to this case as it is no longer being monitored. Here is a great link to check out regarding your Instant Ink account:************************************************************* Thank-you for choosing HP Inc. ****

• Initial Complaint

  Date:06/24/2022

  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.

  Bought HP laptop 9/6/21 for $716.14. My warranty is covered until "estimated date" 8/18/22. I contacted HP 5/26/22 as the hinge had come undone @ the bottom right corner & detached small part of my screen from the cover. I recorded a video of my entire laptop @ time of claim to show proof everything still worked but it was made thru a link they sent so I don't have it--but they do. Cant wait any longer, tried to make contact w/HP, ask for a supervisor's phone# or an update but they give me nothing! All I got was an email w/NO info w/a phone# that hangs up on me before I can leave a voicemail. Out of 100 calls, got through once & still no info. Promised a loaner that never came! Theyve done nothing but give me the runaround & I desperately need help! Im unable to get answers, all they say is they CANT get the part NOR guarantee WHEN it will come! I desperately need my computer I work & am a full time student so that computer is my livelihood WHICH I MADE CLEAR I COULDNT BE W/OUT FOR LONG before I agreed. WasTold NO more than 10 days MANY TIMES before sending it w/NO WARNING OR MENTION of possible delays OTHERWISE I'D HAVE JUST PAID TO GET IT FIXED elsewhere! I never signed up for this! HP's limited warranty clearly states "..or PROVIDE A REFUND for an HP Product that manifests a defect in materials & workmanship CEASES UPON THE EXPIRATION OF THE LIMITED WARRANTY PERIOD" My warranty will be expiring soon & Ive read endless horror stories of HP warranty repair taking months w/ endless pushback dates. I have emails, receipts anything you need for proof. My CSO# BTFW0985-01. That is my case # for the repair. my cell is ************. I could hardly afford this laptop & I would like a new replacement of the same kind-as it was perfect for school/work, but if not a refund. A consumer with the same problem said BBB really helped, so I pray u can help me as I truly feel bullied, misled, dismissed & taken advantage of. FYI in email titled NICK he never called on scheduled day.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/08) */ HP Incorporated apologizes for the issues **. ******** ****** encountered with her HP ENVY x360 15m-eu0 Convertible PC (s/n **********). **. ****** is working with her Case Manager on a replacement unit. If **. ****** has any questions or concerns during the process she may contact her Case Manager. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I happily will accept a replacement, I have no idea when that will actually happen. My case manager emailed me (after a number of unresponded emails and a few phone calls on my part) to inform me of the replacement. I was not sent ANY information, as to what laptop although I was sent specs. I have since emailed him 4 times asking for any more information to get no response but that it "should" take 1-2 weeks (It has already been over a month). Their lack of response & information is incredibly frustrating. I constantly feel dismissed, as if I am just being told things to appease me but they are not actually happening. My laptop is my livelihood & as I have said I would HAVE NEVER sent it had I known this would turn into an ordeal that took MONTHS. I have (so far) been ignored as I have requested a tracking number or SOMETHING to inform me that this process is moving along. It's already past the date they said my part would come by a week. I have submitted my receipt, been timely in my responses and done EVERYTHING they have asked. I am feeling helpless, disappointed, and taken advantage of. If any additional help can be done, I would greatly appreciate it. I just simply want this ordeal to be over. I don't understand why would it take weeks to simply send me a replacement. This has had consequential effects on my life. I truly am not asking for much. I just want to feel that I matter and not left int he dark, lied to, or ignored- as that is all that this company has made me feel. I have not been incessant in my messages to them, I have always maintained a polite (yet reasonably frustrated) demeanor. I spent nearly $800 on this laptop in Sept of last year & filed this complaint only 9 months later. This purchase was a large one for me at the moment & it is incredibly concerning that my "warranty" expires in a few weeks & this still may not be resolved. All I was sent was a copy of the specs, but no mention the exact model of laptop. I have attached the only piece of information that was sent to me here. I have NEVER dealt with a company that made me feel SO INCONSEQUENTIAL. I'd also like to add this is the 4th HP laptop (& only brand laptop) I have purchased, so I feel it is safe to say that I am a loyal customer. I am really in need of some help, I just simply want legitimate information as to what is going on with the replacement instead of being dismissed and not answering my emails that are only asking what is going on. I really feel that I am not asking much & have been mindful to not be a nuisance- for anyone. I'd just like to be treated with the same respect. Consumer Response /* (-5, 8, 2022/07/08) */ I would also like a guarantee that I am not sent a refurbished laptop, as I purchased a brand new laptop 9 months ago and sent them a (still fairly new laptop) and never purchased a refurbished one, nor would I. That is my other concern, that I am significantly worried about at the rate of this situation. Also because it is the only reason I can think of why it would potentially take 2 weeks to simply send me a replacement? (I understand that is my thought- not factual) however I feel it is a valid concern. Business Response /* (4000, 10, 2022/07/15) */ **. ****** accepted a brand-new HP ENVY x360 2-in-1 Laptop 15-ey0747nr as a replacement unit. That order was placed on 07/15/22 and is expected to be received between 07/18-07/19/22.

• Initial Complaint

  Date:06/23/2022

  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 laptop from HP as well as an HP Care Pack. This particular model HP 17t-by400 is a lemon. It has never worked properly, despite numerous troubleshooting attempts with HP. HP had even sent me an e-mail informing me that many other consumers of this model were expressing problems with their laptop of this laptop. I had spent hours troubleshooting with HP's technical support to no avail. The laptop has the following errors: 1) The button to turn it on/off takes sometimes once, twice, or three times to turn on. 2) It was equipped with MS Edge, which does not allow for files to be downloaded directly into non-Edge files. This causes significant filing problems. 3) The keyboard is difficult to read, even after turning on/off the lights of the keyboard. 4) It is incredibly slow with files. 5) The battery loses power prematurely. 6) My HP laptops from ten (10) years ago are faster and more efficient than this HP laptop, etc. MOST IMPORTANTLY, I purchased an HP Care Pack warranty separately for this laptop, in addition to the HP warranty. Under the laws of "Warranty of Merchantability" for the intended use of the HP laptops, if the laptop does not work for the consumer's intended use (such as in this immediate case), the laptop must be replaced or refunded. HP has done none of these for this defective laptop with a warranty and an HP Care Pack warranty! HP has admitted that this model is a lemon and unfit for merchantability. They have discontinued making them as well.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/07) */ HP Incorporated apologizes for the issues Mr. *********** encountered with his HP Laptop - 15-gw0023od (s/n CND02231L2). Mr. **** accepted a brand-new HP ProBook 450 15.6 inch G9 Notebook PC Wolf Pro Security Edition. That replacement order has an estimated ship date of 07/22/22. If Mr. **** has any questions or concerns during the process he may contact his Case Manager.

• Initial Complaint

  Date:06/23/2022

  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 bought an HP printer, and enrolled in their instant ink program. This is an auto-fill order that automatically bills me, and theoretically sends me ink. I moved, and for the last 5 months I've been getting billed, but not getting ink. I believe this has been going on even before I moved in Jan, but at least since then. I forgot my login credentials for instantink. I have entered all of my current and old email addresses, HP's site says none are on file. Even though they email me a receipt for the monthly charges every month. When I try to get help logging in via chat, it gives an option for an agent. But the agent option requires you to be logged in! Terrible experience, ******** ******** by HP customer support. At this point, I need a refund or the ink i'm due. I am also out of ink, so need to begin receiving the ink im paying for. Finally I also need HP to let me login so i can manage my account properly.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 6, 2022/06/29) */ HP Incorporated apologizes for the issues**************** encountered with his Instant Ink account. HP refunded two months and sent********* the requested ink cartridges. If********* requires any further assistance he may contact the Instant Ink department. Consumer Response /* (2000, 7, 2022/06/24) */ Can disregard this case. Finally made contact with customer service. The chat function is still horrible, and is a circular path to nowhere and frustration when you dont have your login information.

• Initial Complaint

  Date:06/23/2022

  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 ordered this hardware (scanner/printer) - HPDesktop4100e - through the trusted Dell Co. I do desktop publishing for my large family, in addition to the usual communications for business purposes. I count and depend on my desktop instruments for many purposes. The scanner-printer I spent good money for and bought from this company has been a huge disappointment! I am 87 years old and live in an assisted-living residence. I volunteer to do special desktop publishing projects for the community. In addition, I do a good bit of assisting my large family with special projects (8 grandchildren, 14 great-grandchildren).. The HP Insta-Ink system caught my eye soon after I began using this hardware purchase. I subscribed to the service. My first troubling experience in "setting up the Insta-Ink system" was when I worked with technician **** on January 27, 2022. It was literally two and a half hours watching and assisting (pressing buttons and re-seating the power cord countless times) while he tried one thing after another. Somehow, the printer finally began working. The same issue resurfaced on June 10, 2022. I COULD NOT PRINT DOCUMENTS. The technician I was connected to on June 15 was ***. Working with her brought back all the memories, frustrations, exhausting wait times on the phone, the many disappointments, one after the other - the same as I experienced with **** in late January. Same procedures, same wait times, same attempts over and over again. I am asking that someone pick up the scanner to send back to the company. I am asking a full refund of the purchase price from HP Corp.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ HP Incorporated apologizes for the issues **. ****** ****** encountered with her HP DeskJet 4152e All-in-One Printer (s/n **********). **. ******'s Instant Ink account was cancelled, and she has accepted a buyback of her printer for $239.33. If **. ****** has any questions or concerns during the process she may contact her Case Manager.

• Initial Complaint

  Date:06/22/2022

  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 canceled my subscription by in September 2021 and without noticing the charges on my bank statement, they were still charging me every month. I called again on June 2nd and was told that my subscription was not canceled but reduced due to my usage of ink. I did ask to be canceled and I did not receive an cartridge since September so I was confused on what and why am I paying for a subscription that I have no use. Again, I canceled that day I asked to be canceled. This is where this company is scamming consumers: the rep informed me that he will make sure I am canceled as of June 2nd, BUT I will be charged again for the month of June AND my cartridges that were unused will be disabled and I will need to buy more at my place of choice. There is no justification in what this company is doing? They charge you a monthly fee and if you don't use the ink, you lose the ink and then still charge you. AND- they want the fully "unused" cartridges returned...( I guess to send them to the next consumer). I want all of my subscription fees back and would also like to file a claim with the FCO. My subscription was $6.41 and I have been paying this amount for 9 months after I asked to cancel in September which equals $57.69.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 15, 2022/07/19) */ HP Incorporated apologizes for the issues ******************* encountered with her Instant Ink account. The following email was sent: IMPORTANT: Please do not reply to this email. Replies to this message are not monitored. Dear ****** ********, This is *********, your Case Manager with HP Instant Ink. I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent emails. If you should require assistance with any Instant Ink issues, feel free to contact us through phone **************** or Chat and refer to your case number so our HP Instant Ink support representatives can assist you. Your current case number(s): ********** have been closed. Please do not reply to any emails from us in relation to this case as it is no longer being monitored. Here is a great link to check out regarding your Instant Ink account: https://support.hp.com/us-en/document/ish_3259778-1993151-16 Thank-you for choosing HP Inc. ********* HP Instant Ink Case Manager

• Initial Complaint

  Date:06/22/2022

  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.

  See attached.

  Business Response

  Date: 07/06/2022

  HP Incorporated apologizes for the issues Ms. ******************* encountered with her HP Notebook - 15-dw0081wm (s/n CND0165NK1). ************** informed her Case Manager that ******* addressed the issue already. ************** was offered a $100 **Gift card to use on HP.com. To issue this **Gift card ************** must have a valid email address. Once she can set-up and provide that email to her Case Manager HP will process the **Gift card.