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

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  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:05/30/2025

  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.

  I purchased a HP laptop on 12-14-24 from the hp Amazon store. On 5-27-25 I filed a warranty claim due to the battery already not working. ** acknowledges they have an Amazon store but claims because ****** sold it and modified it they will not help us. The listing on the Amazon store does state its under warranty and the ram was upgraded. Again this is the ** Amazon store! Im being told that products sold on ****** or even at best buy wont be covered by their warranty. ** seems to not understand we bought it through their Amazon store. They also acknowledge the warranty is active. Im honestly confused on how they know its modified when they havent seen it or even remotely accessed it.

  Business Response

  Date: 06/03/2025

  ** apologizes for the inconvenience, but we need more information. Please provide a copy of the ****** receipt, or proof of purchase, and any related HP Case numbers so we can further assist with your issue.
  Regards,******.

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Receipt was attached to original complaint. 
  In the meantime ****** agreed to refund me due to proof of my efforts and ** repeatedly denying. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/23/2025

  Type:Delivery 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 April 23, 2025, I purchased an HP OmniBook Ultra Flip laptop 14, from Hewlett-Packard's website (order #H363290952), with the advertised offer of $400 for my trade-in (****************************************************). I received the OmniBook on April 29, and submitted my rebate trade-in claim on May 2 (claim # ***-159-187). My claim was approved on May 7, and I packed up my trade-in and waited for ** to send me a shipping label. I emailed ** several times over the next few days since I had not received the trade-in shipping label. Eventually, on May 16, I received a response that they were sending out the shipping labels and to contact them if I have not received a label in 7 days. Well, it has been 7 days, and still no label. It is starting to seem like a scam, offering a $400 rebate, and then never sending the shipping label so you can claim the rebate.

  Business Response

  Date: 05/28/2025

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

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm reaching out regarding the hp smart account associated with my email. I tried to remove the printer HP DeskJet 2734e All-in-One Printer (serial number *********** from my hp smart account, however I received an error claiming that the printer cannot be removed because I have an active instant ink subscription associated with that printer. however that instant ink subscription has already been canceled as of may 15. so therefore I am stuck since the online system isn't working. i tried reaching out to hp support both via phone and online chat a few times, however both options kept hitting random errors that didn't allow me to reach a support person.I am seeking for ** to just remove that printer from my hp smart account

  Business Response

  Date: 05/27/2025

  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:05/20/2025

  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.

  On 5/20/25 I was charged $98.20 for Instant ************* This was a shock to me because my Instant Ink bill is usually $3.20 per month. I immediately attempted to contact ** Support through chat, which was not helpful in refunding and canceling my subscription. I spent almost an hour with customer service agents, who eventually escalated my concern to a supervisor, who told me that the BEST he could do was $45 refund. **, this is absolutely unacceptable. You are not up-front with the customer regarding ********************** Ink charges. All a customer sees when logging into the app is a red dot informing the customer that billing method needs updated. THERE IS NO ACKNOWLEDGEMENT OF ACCEPTANCE OF INCREASED CHARGES. If this does not get resolved I will dispute the charge with my bank as a fraudulent charge as I was not made aware of ANY increase in charges.

  Business Response

  Date: 05/22/2025

  Customer already had an Escalated Case ********** opened on 05/21/25. Case Manager and customer seemed to have come to a resolution with Case Manager agreeing to reimburse customer total of $80.06 and waived the fees for the final month of Instant Ink subscription.
  Regards,*******

• Initial Complaint

  Date:05/19/2025

  Type:Order 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.

  ** is misleading consumers into entering a lease agreement under the appearance of a subscription plan. Nowhere during the sign-up process was I clearly informed that I was leasing the printer only after cancellation was I told I owed a $120 termination fee and had to return the device.This is a deceptive business practice under Section 5 of the *** Act. The lease terms and fees were not clearly disclosed upfront and were hidden in fine print, violating standards for clear and conspicuous disclosure.HPs design which mimics a typical ink subscription service leads consumers to reasonably believe they are subscribing, not entering a binding lease. This is a material omission of facts that any reasonable consumer would want to know before agreeing.I am requesting:Full waiver of the $120 cancellation fee Return of the printer with no penalty Revision of HPs ********************* and checkout flow to comply with fair disclosure laws

  Business Response

  Date: 05/21/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:05/19/2025

  Type:Sales and Advertising 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 been a loyal ** customer since 1990. Purchased a brand new computer on May 12, 2025. My purchase was contingent upon a $400 rebate program. I bought a high-and model and paid $960 for it. It arrived and within minutes of turning it on, it crashed. It continued to freeze and crash several times for the next few hours, but I trust **, so I kept working at it. This weekend I went to apply for the rebate, and the forms were difficult to find and fill out. This is inconsistent with the rest of their website. Hours later, when I finally had everything filled out, the form requested a "promotion code", and it wouldnt let me apply for the rebate without it. The problem is, the Rebate Promotion had no code. I searched for hours, I had other people searching, too, I Googled it, I tried calling... There's no code anywhere on their site, and therefore, a consumer isnt actually able to obtain this rebate. Im a Consumer Affairs Investigator for the State of **********, and this is a text book example of an ad, intentionally arranged to deceive a customer and obstruct them from making an educated and informed purchase.

  Business Response

  Date: 05/20/2025

  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: 05/27/2025

   
  Complaint: 23349806
  
  I am rejecting this response because:

  Several days after I purchased the *** and after I filed a complaint with the BBB, I did finally receive a promotion code from **. However, that was only after I had already invested several hours into trying to obtain the rebate.

  Anyone can see how this would be frustrating and inappropriate. Their website is COVERED in promotions about that rebate program, so they certainly couldve listed these details in their advertisements. In addition, the ** continues to crash and it's clearly a brand new, $900 ** that's defective. *** response today was "If you have a problem in the future, you can contact me directly".

  So the customer care representative who they assigned to handle a BBB complaint, didnt even ask about repairing the broken **. It was all very generic and careless. ** made no attempt at correcting the issue, nor did they show any sympathy for what they caused me.

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

  Business Response

  Date: 05/30/2025

  ** apologizes for the perceived lack of empathy shown by the Case Manager.  However, it wouldn't have been logical for the Case Manager to offer the customer a repair for a desktop  that customer had already returned a full week before Case Manager contacted customer about the $400 rebate program.

  Regards,
  *******

   

   

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23349806
  
  I am rejecting this response because:
  

  HP is and always has been a premier company, but this PC was not built to the quality standards that have always been in place. This incident was no accident, it's the result of cutting corners, and **'s generic response is proof that the company is no longer the iconic PC leader that it used to be.

  I expect nothing from **, and as a teacher for the New Jersey Division of Consumer Affairs, I'll use this experience regularly as an example of "How NOT to do it" for the community.

  I have no issue taking my business elsewhere, and recommending that my friends, family, community, and followers do the same.

  Respectfully,
  
  *** *******

  Business Response

  Date: 06/06/2025

  HP values customer feedback and will share the customer's comments with our engineering and design teams to help guide future improvements.

  Regards, ******* 

• Initial Complaint

  Date:05/19/2025

  Type:Delivery 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.

  Date of the transaction: 4/1/25 Amount paid: $6,542.05 The date of arrival of my HPE Proliant ML110 was set for 4/11 ahead of schedule for my migration to a new office on the 30th. When it was shipped via *****, the date of arrival changed to the 15th. When the 15th came and went, I scheduled an investigation. The ***** team investigated the matter for about 1 1/2 weeks before stating that the product was lost and that I needed to bring it up with my shipper.I reached out to HPE Support who once I described the situation, directed me to their sales team to investigate further. Unfortunately, the number listed on their site leads to an auto-attendant that once prompted never finds an available associate. That said, the first time I called, I hung up, but the second I left a message for that team explaining the issue. Days past and still no response from that team. I tried calling again and was again informed that no associates were available.After completing my migration without the hardware I needed, I reached back out to the support team again. I described what I went through and the associate told me that they would direct me to the proper channel. When they transferred me, I got a response from the auto attendant stating that something wrong had occurred and that I should try my call again later.I've been working in the IT field for nearly 2 decades and this is by far the worst customer support I've received. I need *** to do the right thing and either ship me my product or give me a refund.

  Business Response

  Date: 05/20/2025

  This forum is reserved for ******* and consumer customers only.  This is an HPE issue for commercial customers and customer would need to contact HPE Customer Support:

  HPE Support **************
  **********************************************************************

  Regards,*******

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while their response is another example of their poor support channel, I was able to get ahold of the 3rd party that handled the shipping of this product. They were fantastic and resolved the issue quickly. The issue is now resolved. 
  
  Sincerely,
  
  **** Dangerstone

• Initial Complaint

  Date:05/19/2025

  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 am filing this complaint due to *** continued failure to fulfill a warranty replacement for a business monitor and the unacceptable lack of communication and accountability throughout the process.Upon my original support ticket, I was informed that my replacement would arrive within 23 business days. Instead, after hearing nothing for over a week, I decided to call ** support and was told the item was on backorder with no estimated time of arrival. I contacted ** Parts multiple times for updates and received inconsistent and inaccurate information. On May 6th, I was told by a representative that the replacement would ship the next day. That did not happen.When I called again to follow up, I was informed it was still on backorder contradicting what I had been told the day prior. I was then directed to send an email to an HP support address, which I did promptly and turned out to be an email that does not exist. I then reached back out to ** Parts in which I received another HP backorder support email, which I reached out right away. As of today, I have received no response, after multiple emails.This monitor is essential to our day-to-day business operations. We have now been without it for almost a month, and ** has not provided a clear resolution, replacement, or reliable timeframe.I have made multiple attempts to resolve this matter directly with HP, and I feel that I have been ignored and misled throughout the process. Their customer service has been unhelpful, and in one instance, the representative I spoke with was notably rude and dismissive.

  Business Response

  Date: 05/20/2025

  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: 05/20/2025

   
  Complaint: 23349338
  
  I am awaiting to hear from an ** representative. Until then, I want this complaint to remain open.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/22/2025

  This complaint is not yet resolved. I am awaiting a replacement product still. This was supposed to arrive by April 28th-29th. It is now May 22nd, and still no warranty replacement product. 

  Business Response

  Date: 06/02/2025

  The notes on Case ********** on May 29, 2025:  "The unit has been shipped today under ***** tracking #************"  As of 06/02/25, tracking not showing movement.  Customers
  comments have been documented and Case Manager alerted to contact the customer as soon as possible. 

  Regards,
  ******

   

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new printer to use for my business that cost me over $150. I tried the instant ink service they this "company" offers and it wasn't that great so I canceled it and when I went to use my printer I came to find out the I am REQUIRED to be in a monthly subscription in order to use the machine that I bought with my money. So now I have a huge $150 paper weight that is locked behind a subscription and constant access to the internet. This is completely unacceptable and I want a full refund for this piece of junk. I bought the printer in January and had a 3 month instant ink subscription then used it one month after that. Now I am trying to print items off for my business and I can't. So now my business is being affected because I have to go buy another printer that isn't being held hostage by the company. This is criminal and shouldn't be allowed, I will be seeking legal advice on this matter as well unless I am reimbursed fully! Not one thing said anything about a REQUIRED monthly subscription in order to use the device that I paid for and now own.

  Business Response

  Date: 05/20/2025

  ** acknowledges the customer's experience, however we did not find a customer profile under the name, email, or phone number provided. ** needs more information to proceed with assistance. Please provide a mailing address, HP printer serial number, and related case numbers so that we can further assist with your issue.
  Regards,******.

• Initial Complaint

  Date:05/19/2025

  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 a Hewlett Packard printer by a family member. My son set it up, with it came 3 months of free ink jets. The first order is placed by **. Problem is you are on auto renewal and the minute you cancel, the ink jets are shut down and will not work. I don't appreciate auto renewal on anything, it's basically the person you selling product is hoping you don't pay attention and get overstocked at your own expense. Sorry, that's taking advantage of people. So now I have 2 useless ink jets that ** will not turn on.

  Business Response

  Date: 05/20/2025

  Customer already has an Escalated Case open.  Case Manager attempted contact with customer on 05/20/25. Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,******.