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

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:05/13/2025

  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.

  It's been about a week that I have called ho for help setting up my new printer for instant ink I was putting my address in than I try to save it but it was saying server please try again

  Business Response

  Date: 05/14/2025

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

• Initial Complaint

  Date:05/13/2025

  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 have been an HP printer customer for over 40 years. I have just received the worst customer service I could imagine from **********************. I purchased an OfficeJet Pro 9135e in October 2024. I have spent dozens of hours on the phone since then with HP technical support for connectivity issues try to keep this printer working. It finally died while I was talking to support on April 30th. ** agreed to send out a replacement. They promised I would have it by May 2, then May 5, then May 7, then May 9. No reason for the delay. When shipment still wasn't scheduled, on the 9th I spoke to a supervisor who apologized and tried to connect me with their escalations team - we were disconnected twice while waiting. The supervisor was frustrated, as well, and couldn't say when the shipment would be made. I advised that I found one on ****** that could be delivered to me in two days and asked permission to purchase this and have ** reimburse me for the $309 I would have to spend to purchase it. Postage was free. The agent said she understood and for me to go ahead since they couldn't replace it at that time. The unit that died still had a year and a half on the full warranty. I received the unit from ****** yesterday, the 12th. Today, the 13th, I received a call from the escalations team at **, who said the replacement unit from ** would be delivered to me tomorrow, the 14th. She advised that since I had already paid $309 for the replacement, they would reimburse me $199.99 in the form of a gift card, instead of the $309 and I would have to send back the defective machine plus the replacement that had been shipped. This has been a nightmare! I told them that was completely unacceptable. I am definitely going to have to rethink dealing with ** in the future. This is without a doubt the worst customer service I believe I have ever received from a company. I thought it would be helpful for you to know!

  Business Response

  Date: 05/14/2025

  ** acknowledges the customer's experience and ** 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: 05/27/2025

   
  Complaint: 23324215
  
  I am rejecting this response because:  I am still sitting here with a printer that will not work at all.  ** finally sent a replacement printer - a refurbished one and not a new one as requested - and after spending at a minimum two hours on the phone with technical support, the printer was partially working but not with the ** software.  The technician said he couldn't do any more to fix it and he promised to have a supervisor call me that was more familiar with the problem.  Four days went by without a call, but at least the printer could print.  The case manager called me, and I advised that I was still waiting on a 'fix'.  We set up a call back and a technician called me but wasn't a supervisor.  I told him that if he didn't know what he was doing that he could possibly cause the printer not to work again.  He assured me that he wouldn't allow that to happen.  Well, after another couple of hours of troubleshooting, sure enough the replacement printer stopped working and that's where it sits right now.  The case manager is now telling me, as of last week, that they'll send me yet another refurbished machine to try.  But, instead of sending it to me now, they want to pick up the other two that don't work before they'll put in the order for a replacement.  I have told them I will gladly return the two broken ones - I sure don't want them sitting around my house - but they need to send me a replacement immediately, without waiting for the others to be returned, and it needs to be a new one so it will have at least a probability of working.  This has taken me so many hours and has wasted my time.  I've given them this week to get me a printer that works.  They had authorized me to purchase a new one from ****** and said they'd pay me back with they didn't have a replacement to send me in the first place.  Then, after it was ordered and just delivered, the had a case worker call me and say that they'd only pay $199.99 of the $309.99 that I paid to replace it.  The printer had not worked properly from the very beginning.  The new printer from ****** is still sitting in my office.  If I receive a printer from them that works this week, I can return the unit to Amazon.  If not, the time will be past and I'll be forced to keep it.  I will then set it up and see if it will work.  ** will be responsible for making good on their promise to reimburse me $309.99.  Thank you for your help.
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 05/30/2025

  HP Case Manager made another offer through email to customer for a certified remanufactured replacement on 05/30/25.  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible.

  Regards, ******* 

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23324215
  
  I am rejecting this response because:  I have been extremely patient and understanding with HP in this matter.  Yes, the Case manager has again contacted me, but the terms of their offer have not changed.  Even though I have spent many hours working with them to get my printer working, it still is not and I still don't have a working replacement.  To reiterate, my new printer kept failing after a short time of purchasing it.  I tried many different things with the HP technicians to get it working, and it would work for only a short time and fail again.  After months and the printer finally died, they agreed to replace the printer right away.  I had a large print project I was doing for a non-profit and I needed the printer.  The promised me I would receive it quickly, but it took almost three weeks to get it to me.  In the meantime, when they couldn't tell me why it was delayed, I advised that I could get one from ****** within a few days, and the representative told me that's what I should do and they would reimburse me for the $309.99 it cost me.  I ordered it from Amazon.  On the day it arrived, the current case manager changed their agreement and said my replacement was on the way.  When I received it, it was a refurbished unit with a large scratch on the top - not a new unit that I was led to believe I would receive.  But, I tried to work with them.  The unit wouldn't work when I set it up.  I was on the phone with HP for another couple of hours to try to get it working.  It still didn't, and by the time I got off the phone with the HP technician it wouldn't respond at all.  I don't have this kind of time to waste.  I advised the case manager that they needed to get me a new unit immediately - they wanted to send me yet another refurbished machine.  And, to top it off, they wanted me to return the original unit that wouldn't work at all prior to them ordering the replacement for me.  That would be another week's delay.  I said that was not acceptable - they needed to get me a working machine right away.  They offered to give me a $199.99 HP credit on future purchases if I would return both machines.  Again, that is not acceptable, and why should I have to pay another $110 for a replacement printer?  I had to give them a time limit this time  in order to get something done - I told them last week that they needed to get me a new machine that works this week and I will return the other two that don't work, otherwise I would put them in the landfill.  They refused.  I don't know what else to do.  I have been an HP customer for 40 years.  I appreciate anything you can do.  I'm setting up the new printer I received from Amazon today.  Thanks for any help you can give me.  I own stock in HP - the next thing I can do is contact the company and explain how they are treating their customers.  Thank you.
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 06/05/2025

  Customer mentioned in the comments that an offer was made to reimburse for the printer purchased on Amazon.  HP would like to know if that offer was made by email, and, if so, could customer provide a copy of that so that a new Case could be created?

  Regards, ******* 

• Initial Complaint

  Date:05/13/2025

  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.

  On 4/1/2025 I was shipped a return box for my laptop that was being sent in for a repair to the screen. However, there was no return address label inside the box so I had to reach out to have a replacement of the label which took TWO times calling/chatting with someone. That was on 4/3 This went along with case number **********. This case was then marked as closed. So I reached out again on 4/1 to make sure that my repair order was opened, it was. Repair order #BXBV5947-01. On 4/11 ** received my laptop and I was told that it would be about 10 days for repair and return. On 4/16 I got an email saying there was a delay, waiting for parts. My new delivery/return date was 4/23. On 4/23 I got an email that said it was still delayed and waiting on a part, my new return date was 5/7. It is now 5/13 and I have opened 4 cases for this laptop to be returned fixed ASAP or to replace it with a new one as this laptop is how I complete my work and attend my college classes. I was told a supervisor would call me, and they haven't and now I am missing work and classes. I have missed about a month of working (which is an estimated $4000) and my classes have started and I cannot attend (which cost $845) and all because I cannot get someone to call me or to fix and return my laptop. At this point, I want reimbursed for the time lost at work and the money lost paying for classes that I will likely fail out on due to attendance. I attend an all online college (****************************) so I cannot attend school any other way. I have been communicating via my cell phone.Cases and Repair ****************** order: BXBV594701 1: Case Number ********** 2:Case Number 51410297103:Case Number 51418396254:Case Number 5142591542Missed time at work: 19 days so far (not counting the original 10 days I would have been without it) at $24.95 = $3792.40 Missed time at College: 19 days so far (not counting the original 10 days I would have been without it) 1 course at $845

  Business Response

  Date: 05/14/2025

  A new Escalated Case ********** was already opened for the customer on 05/14/25 and assigned to an HP Escalations Case Manager.   
  The customer will be contacted within 2-3 business days. 
  Regards, *******
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23322970
  
  I am rejecting this response because: I have been told 3 times that my case(s) was escalated. All of the opened cases were escalated and someone would call me within ** amount of time. Its been nothing but we will reach out. We have escalated for a whole MONTH. This is unacceptable. For being such a world known and trusted company, there is very little to no customer service and seeing as youve had my laptop for over a month, there seems to be little to no repair service either. Im exhausted by waiting and continuing to reach out to the company with no resolution.
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 05/21/2025

  HP apologizes for the parts shortage and delays in regards to the Service Order repair #BXBV5947-01.  According to the notes in Case **********, the laptop was shipped back to customer unrepaired and was delivered on 05/21/25 ****** #************).  However, the notes also indicate that customer requested to continue with repair and Case manager sent a new box and return label also on 05/21/25.  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible.

  Regards, *******

   

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23322970
  
  I am rejecting this response because: I never ONCE said I wanted the unrepaired laptop back. I said I wanted my laptop fixed immediately and sent back or to have it replaced. This has been an entire nightmare. While I appreciate your efforts to find a temporary solution, the proposed loaner falls woefully short of addressing my critical needs, both personally and professionally.
  
  As previously discussed in my call with ****, my company's software and data are entirely reliant on the programs and files stored on my personal laptop. A loaner laptop that only allows access via web-based applications is utterly inadequate for my work requirements. This proposed solution would severely compromise my ability to perform my duties and, consequently, my company's operations. It is not a viable substitute for the functionality and security of my personal device.
  
  Furthermore, the requirement for me to provide my credit card information as collateral for the loaner is unacceptable. I am deeply concerned about the security implications of sharing this sensitive financial data with your organization, especially given the current and ongoing delays.
  
  The repeated missed deadlines and failed promises regarding the return of my laptop have already resulted in substantial financial losses for me, exceeding thousands of dollars. These losses stem not only from the inability to perform my job functions but also from the associated costs incurred due to the prolonged disruption. The original estimated return date has already been significantly surpassed, and I have now received multiple, successive, and increasingly unrealistic completion dates.
  
  Given the gravity of this issue and the significant impact on both my professional and personal life, I firmly believe that a loaner laptop, limited to web-based access and requiring credit card collateral, is simply not a suitable solution. I request a prompt and decisive alternative that prioritizes the return of my personal laptop and fully addresses my immediate work needs. Please provide a concrete plan of action that meets these essential requirements.
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 06/03/2025

  ** 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: 06/04/2025

   
  Complaint: 23322970
  
  I am rejecting this response because: Case Manager Jeda has contacted me three times. During these calls, I was unable to answer but responded via email. I explained to Jeda that phone conversations are difficult for me due to health issues related to my cancer treatments, which can cause communication challenges. I was offered a replacement as a one-time courtesy; however, there remains a significant disconnect in communication.

  
  There have been three email threads addressing my concernsone with Jeda and the others with unnamed ** representatives. I was told I would receive a replacement after returning my original device, along with a box containing packing materials for the shipment. Subsequently, I received an email with a *** tracking number, but I was not informed that this tracking number was different from the one associated with the return box. I was provided with both a *** label and a ***** label, but no guidance on which to use. This has led to confusion about where my laptop is, and an unnamed ** representative indicated I may have sent it back using the wrong label.

  
  I am frustrated by the number of people involved in handling my case and the repeated efforts to resolve the issue. It has taken over six cases to reach this point, and I am still unsatisfied. I have yet to be compensated. Currently, I am two weeks into my school courses, unable to attend because I am still without a functioning laptop. I am also over a month into being unemployed and unpaid. I am losing money every hour as this situation continues to be mishandled.
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 06/06/2025

  ** apologizes for the confusion on this Case and the number of Case Managers involved.  It would appear that the original Case Manager was out of office for a period of time.  Customer received replacement unit on 06/06/25 (Order H363891752, ***** Tracking ID: ************ Delivered Friday, 6/6/25 at 9:10 AM) and already responded by email saying that the unit was working okay. 

  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable though it is not as helpful as it could have been.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** instaink is a subscription service based on the amount of pages you print and they will send you ink and charge you for it monthly. Ive been using this service for some time and it has really screwed up my business and held my printer hostage. I decided to cancel this service cuz they were not dependable and their computing of how many pages I use a month was completely wrong. They didnt send the new cartridges before the old ones got used up and when they did, the new cartridges didnt work. I had to go out and purchase new cartridges to get work done by deadlines and when I tried to use the support to get them to take the purchase of of these off of my subscription I couldnt get anywhere with them. Finally I cancelled this subscription and it says ok but I will not be able to use the cartridges that I PAID FOR after May 24th. I thought this was a low blow but whatever. So I cancel and it still say I have to add a new payment method before I can use the printer. This was the last straw. I want them out from control of my printer! Better yet I want them to purchase me a comparable printer and at least a few cartridges for it. For all the deceit and breach of service.

  Business Response

  Date: 05/14/2025

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

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased new ** ink cartridges, and one was defective. I was on a virtual assistant chat for 30 minutes trying to get a replacement for an ** brand new yellow ink cartridge. The latest is that even after setting up an ** account, entering the in warranty info for the brand new ink cartridge, and entering the ** Photosmart 7520 printer, now the message is that the service is unavailable. I installed the brand new ** ink cartridge that did not work, giving an immediate 'defective or missing' error message. It has been impossible to break through all of the ** firewalls to simply get a replacement for this defective part, or more importantly to even find any way to speak to a person at **. My printer is NOT under warranty anymore, but that has NOTHING to do with the complete lack of customer service or the complete blockage of getting a replacement for a defective ** part. How does anyone get to a human at **?? Next step Yelp.

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23320143
  
  I am rejecting this response because:    waiting to see what they actually do..........
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/21/2025

  Case Manager sent customer a $25.00 coupon to help to replace the defective ink cartridge on 05/15/25 which customer accepted by email. Case Manager subsequently closed out Case **********.

  Regards,*******

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an HP laptop directly from the ** website in July 2024 for my daughter, who is a college student. The device is still under *** limited warranty and has only been used for regular academic workapproximately 10 hours a day. Despite careful handling and no accidental damage, the hinge on one corner of the laptop has started separating from the screen, almost as if its becoming unglued.When I contacted ** support, I was quoted $402.79 for a hinge repair. This includes shipping and parts, but the cost is more than half the original purchase price of the laptop (which was around $689 during a sale). *** justification was that the parts would be 100% genuine ** partsbut I purchased the laptop directly from ** and would expect nothing less.I find this response unreasonable. The issue clearly stems from normal wear and tear during standard use, not from misuse or accidental damage. If this type of hardware failure is not covered under HPs warranty, I question the value of that warranty and the durability of the product.I chose ** expecting reliability and responsive customer service. Unfortunately, Ive been left with a very poor experience, an unresolved issue, and a costly repair that feels like it shouldnt be necessary for a relatively new device.Resolution Requested:I am requesting that HP either:Cover this hinge repair under the limited warranty, or Offer a substantially reduced and reasonable repair cost, considering the laptops age and use.Thank you for your time and attention.

  Business Response

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was gifted an HP 8020 All in One Printer, I installed it and tried to use it, it kept printing and printing and printing, wingdings and so many unncessary sheets of paper. It used an excess of ink and I would like $50 reimbursement. I cleared the queue, turned the printer and it kept printing and printing. ** does not provide support even when it's there error. Please reimbursement for the wasted ink. Useless.

  Business Response

  Date: 05/13/2025

  HP acknowledges the customer's experience, but printers dont decide how many pages to print the software does. The actual number of pages that come out depends entirely on the document and the settings in the software you're using: If a document is 10 pages long, the program tells the printer to print 10 pages. If you change the margins, font size, or page layout in the software, the page count might change but the printer still just prints what it's sent. If you only want to print certain pages, you tell the software that not the printer.
  So if more pages print than expected, the issue is usually with the document or the settings in the program, not the printer itself.

  Regards,
  *******

   

• Initial Complaint

  Date:05/09/2025

  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.

  Over the past three years I owned 3 different printers and or printer copier combos. Every time I have had a problem with the customer service when trying to get help with either a faulty product or the ink cartridge not working. I have paid for the subscription of ink from ** as well as purchased ink cartridges from them online also from ******* and ******. At the end of the day, all three printers end up sitting there not being able to work, and I received no help from customer service most of the time because my warranty was out which I understand.. but I am still a purchaser of ** products why isnt there a resource to get help when your warranty is out? My money is as green as everyone elses. Also, youve been ripping people off for years with this instant ink, which like I said, *** already had a subscription for once I canceled the subscription. I was not able to use the printer at all anymore.. This is **, forcing all of its loyal customers to buy their product and continue a warranty on the product in order to get customer service about it being faulty at some point. This is totally ridiculous.. I get pointed to a website for all of us that dont have warranties on our products anymore and there is no help there. It is all questions from people like me who they wont answer or wont help. Why would I purchase extra warranty on these products when they just stop working because ** says so with that chip they put in everybodys printer now. Absolutely the greatest company ever.!!!!

  Business Response

  Date: 05/12/2025

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

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23311103
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:05/08/2025

  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.

  Purchased a new printer, but the included black ink cartridge can't be detected. I attempted all troubleshooting steps as suggested by their virtual assistant, but it could not resolve my problem. I could find no way to contact them other than that, so I tried message their ******** account, only to eventually be redirected to the virtual assistant. They have provided me no method of actually contacting a live person.

  Business Response

  Date: 05/12/2025

  ** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide a valid mailing address and the ** product serial number for the printer in question so that we can further assist with your issue.
  Regards,*******

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23305790
  
  I am rejecting this response because: i had to click reject in order to reply to your message. My address is;

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

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

  the serial number is: **********

  The unit is out of warranty, as are the cartridges, but the cartridge didn't work right out of the box, so it is a manufacturing defect.

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

  Business Response

  Date: 05/21/2025

  Hp appreciates customer providing the additional 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,*******

• Initial Complaint

  Date:05/08/2025

  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.

  On March 10, 2025, I ordered a replacement cord for my laptop and gave them the replace number from the cord and they sent me the wrong end of the cord. Order # BXBN1785-01, CASE # **********. I received the wrong cord on March 11, 2025. On the same day, March 11, 2025, I returned the cord via ****** They received the cord back on March 12, 2025. The tracking #************ was given to them. I have been lied to by at least 10 people on several occasions, hung up on and still they have not refunded my $88.46. They say you will have it in 2 weeks, give us a month, we need the tracking number, we put in the request for a refund. I havegivenalltheinformationasked for. I don't have money to give away.

  Business Response

  Date: 05/09/2025

  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, ******.