HP Store Reviews 2,980

Fast to take a customer's money and ship. Slow to non-existent support to troubleshoot and resolve a known problem with MPP 2.0 stylus pen utilization. A quick AI search with Claude revealed that the issue I had is sourced at a driver-level and is software-based, not hardware, but HP's tech support teams could only keep passing the buck and would never engage to find a resolution (3 completely separate attempts which were all fraught with perpetually disconnected calls, and THEN HP actually closed the case without even talking to me to see if the issue was resolved) . So, I have had to struggle with them to get the Return approved and processed, even though I initiated the return process within 14 days of purchase. NOW, even though FedEx has messaged me saying that the laptop was delivered to HP, they will not verify its receipt for up to 5 days. Buyer beware - if you purchase from them, hope that the machine works well, because if it doesn't, you're not going to have much support in getting anything resolved.

I have literally spent hours and hours on the phone with hp sales, support, technical support, supervisors and I still don’t have a resolution. I bought the OmniStudio and I received it as a defective product. The technician told me they were going to replace it and they send me the same computer and the keyboard wouldn’t light up to complete initializing it. We tried 3 different keyboards. HP didn’t have a keyboard replacement. They offered me $90 credit. If hp didn’t have a compatible keyboard how was I supposed to find one myself?

It has been a nightmare hassling with hp to give me a refund. They took over a week to send me the return label. I don’t recommend anyone buy from hp Store to experience even a portion of the frustration I have been through.

The 30 day warranty doesn’t apply without stressful repeated calls begging for a refund.

The people are very nice and offer to help but they don’t follow through.

i have been a loyal user of HP products since the late 90's but I have to say the past three months I have submitted queries and questions to customer service they do not answer back this is highly rude and very unprofessional, i submitted an email enquiry last Wednesday no body has had the decency to contact, i also sent yet another e-mail enquiry on the 2nd of this month at 10.00 am we are now on the 4th of June so they have had more than adequate time to respond over all i would say i have reached out at least 60 to 80 times plus and just very ignorant its lack of customer service like this that just encourages people to go elsewhere

Terrible. Paper gets stuck all the time and jams. The ink runs out very quickly. I'm taking my HP and throwing it out. Off to buy a different brand.

I ordered two printer cartridges from HP: one black cartridge and one colour cartridge.

Instead, HP sent me two colour cartridges.

I contacted customer support and clearly explained that I had received two colour cartridges instead of one black and one colour. However, their reply said something like: “Sorry that you received two black cartridges.”

That was not what happened. That was not what I wrote. I had clearly explained the problem, but they still managed to misunderstand a very simple email.

After more back and forth, they finally seemed to understand that I had ordered one black cartridge and one colour cartridge, but had received two colour cartridges. They then told me they would replace the incorrect items with the correct ones: one black cartridge and one colour cartridge.

They sent me a return label, and I returned both colour cartridges exactly as instructed.

After all of that, they sent me a replacement package.

And what did I receive?

Only one colour cartridge. No black cartridge at all.

So the situation is now even worse. I originally paid for one black cartridge and one colour cartridge, HP first sent me the wrong items, then asked me to return them, and after I did exactly what they told me to do, they still failed to send the black cartridge. I still do not have the black cartridge I paid for.

This has been going on for several weeks, and I still cannot use my printer properly because of HP’s repeated mistakes and careless handling of the issue.

To make it clear:

I ordered one black cartridge and one colour cartridge
HP sent me two colour cartridges
I contacted support and explained this clearly
Support misunderstood the issue and replied as if I had received two black cartridges
HP eventually agreed to replace the items
I returned both colour cartridges using HP’s return label
HP then sent me only one colour cartridge
The black cartridge is still missing
The problem is still not resolved

The customer service has been extremely poor. They do not seem to read emails properly, and every step of the process has created another problem instead of fixing the original one.

Another frustrating point is that I cannot even find a proper customer service email address for HP UK where I can send a detailed complaint. If such an email exists, it is hidden so well that an ordinary customer cannot find it. For a company as large as HP, this is unacceptable.

The support process feels deliberately difficult and unhelpful. But even when I did manage to contact them, they still failed to understand a very simple explanation. How can customer support help customers if they cannot even read an email correctly?

At this point, it feels like I have simply lost money and will be left with only one cartridge, while the black cartridge I paid for is still missing.

This is one of the worst customer service experiences I have had. HP made the original mistake, then misunderstood the complaint, then failed to correct the order properly, and after several weeks the issue is still unresolved.

I expected much better from a company like HP.

My package was delivered incomplete but HP refuse to acknowledge this and have made no attempt to refund nor deliver the missing item. I ordered a new laptop for my wife in early April and also added in a USB Hub to the order. A few days later a package came from HP but only containing the Laptop.

HP were both difficult to get a hold directing everything to a chatbot and phone numbers and emails are scarce to find.

Despite me pointing out that the package only contained the laptop and that it was possible that the other item fell out (there was a small 15cm part of the bag that was not fully sealed). HP's investigation concludes that I got the full delivery. Case closed.

Several phone calls I made were not followed up as requested and promised by email / phone call.

So I am left with HP not having delivered me what I have paid for and am supposed to be happy with that. I must be a thief?
So disappointing with a company I believd was reputable.
It would be very difficult to use HP again.

Past experience has been flawless, but then I was lucky enough to receive everything and didn't ever need customer support.

Awful awful awful awful. DO NOT USE. I wonder if CEO Ruth Patterson is proud to head such a shambles? Ordered, didn't deliver, lied about delivery, delivery failed, terrible customer service. We thought buying from a reputable company would mean a positive experience. This has been anything but. DO NOT BUY. They deserve to fail.

I ordered a laptop, have made multiple return requests which were all ignored, sent emails which were also ignored.
Phoned them and was given conflicting information about dates and whether I'd need a label, refused to give me a tracking number and I can see DPD doesn't have one arranged from my house.
At the moment it's impossible to return the laptop as they're ignoring all attempts to do so.
Now my order is not showing in my orders at all when when I search it.

Wow - where to start? I will NEVER buy an HP product again. Defective product and terrible (non-existent) customer service. Defective printer delivered yesterday that would not print a single page - I have since spent four hours in a loop of AI assistants, calls to at least four different HP numbers, agents who cut me off, automated systems that say they have no record of the serial number of the printer (printed on the invoice) or my email address (that they have used to send me the invoice). I am now stuck and out of of options. No prospect of a refund or replacement, plus I'll have to pay to take the defunct 16KG machine to the dump. I have been defrauded, in my view.

Simply WOW. You are better off burning your money than ordering from their store.
I ordered a £600 monitor a month ago paid for express delivery to receive it in 2 days, and I have been calling every single day chasing my order and I’m being told it could take another 30 working days to arrive.
Their customer service is a laughing matter. STAY AWAY AT ALL COSTS

Update:
NO PRODUCT, NO REFUND

Horrible surprise to be forced into using HP cartridges which are horribly expensive. Other. compatible cartridges at reasonable costs were blocked by HP. The HP service desk was vacuous, unresponsive and seemed intent on up selling. I will be avoiding all HP products in future including laptops.

HP Store have refused a refund despite me requesting it on time and getting a reply from their "NoReply" email account, which said that they would contact me with instructions to return but they never did. When I chased this up (which was not easy), they then said I was out of time! So frustrating. I would never buy from them again.

@HP, you owe me an enormous apology, and if you were an organisation with a shred of dignity, you would reach out and make amends. No person should be stressed to the point of almost having a seizure, especially a neurologically disabled person such as myself. If I could give you negative stars on this review I would.

I have spent more than 3 hours attempting to get a warranty issue resolved with this defective, assinine organisation sorted. The company's customer service team are ineffective, rude, lazy and do not know anything about how to make a good customer experience. I called to put in a complaint about the poor treatment and how every single customer service agent decided to transfer me to a different team (wrong teams) because they did not want to do their job. One customer service agent decided to invoke an "emergency service procedure" meaning they could no longer deal with my enquiry and this resulted in nobody picking up the phone thereafter.

I wanted to put in a complaint to their customer service team, requesting an apology and compensation for the abuse. I was given an email address that DOES NOT EXIST or does not receive inbound communications. I am a consumer who was put through to the business team and then spoken to disrespectfully as if I put myself in that line.

This would have been a stressful experience for any customer, which leads me to painfully state this service is not designed for disabled students at all. The products are great, but if there are any problems, you won't get them resolved. An organisation should not stress you out to the point that your health is compromised.

Honestly, I have been a HP since my mum got me my first laptop in 2007 and swore I would never use anyone else. Turns out there is no reason to be loyal to this company.

If you really hate someone, make them deal with HP "customer service"; it is the worst.

@HP you have the money to do and be better. Please try.

I requested a cancellation of an order within 2mins of mistakenly putting in the wrong address, because your system does not populate the delivery addressed based on the paypal system that most other companies use.

Despite me sending 3 requests, speaking to an agent first thing the night after ordering, your system seems incapable of stopping it. Surprising given you are a computer company and can send digital messages to another computer within milliseconds. While it was my mistake to some degree with wrong address, the fact that when I ordered the exact same item 5 mins later to the correct address to speed up the product arriving with me, this item is still stuck on the processing stage at the warehouse. Showing that it is just random luck and not an organised proficient computing system that manages orders!

Even when speaking to customer service they seem to be able to do nothing by try and placate and send an email to another department! No actual tangible resolution like e.g. Sorry Mr xxxx that this has happened, I have been able to immediately cancel the order and your refund will be processed within xx days. Even the concept of picking up a telephone and calling the warehouse seems to be not even possible anymore!

So due to complete inappropriate and not fit for service systems, I am left with an item being delivered over 60miles away and another that just doesn't want to be delivered it seems!

All of this is compounded by a customer service agent who shouted at me in a chat (CAPS lock) and could not wait just a few moments for me to write the complex situation in to a chat window! AI could have coped better!

I have had good experience with HP up until this point, but I am seriously considering returning all orders (when I finally get them!).

UPDATE moments after submitting this: They have now cancelled only part of my other replicated item order to correct address due to it being out of stock! SO I have now had to cancel both orders, as I cannot get what I wanted. So HOP have lost income here from not having better systems and resolution to things.

DO NOT ORDER INK FROM THE HP STORE. NEVER TURNS UP AND NO ONE TO CONTACT. DISGUSTING SERVICE

Despite having a confirmed collection date by both email and text message, no one turned up to collect as agreed. This has now happened five times.

On each occasion, I rearranged my schedule and waited in, resulting in repeated loss of earnings. Given the written confirmations provided, this level of failure is completely unacceptable.

What makes the situation even more frustrating is that there is no option to speak to anyone by phone, only email, which has made resolving this issue unnecessarily difficult and time-consuming.

This is absolutely shocking treatment. After five missed collections, despite clear confirmation and financial loss on my part, I would not recommend HP to anyone.

I expect a prompt response explaining how this will be resolved.

I recently purchased a laptop carrying case which after on a few uses torn along one of the seams. On contacting HP customer support I was informed I wasn't eligible for any further action. I wasn't asking for anything specific, however I did expect an exchange. This is dreadful service for an item that is only 1 month old. Never again HP

Ordered a laptop. Got the DPD notification it had arrived at the delivery point...except it wasn't there. According to DPD I had refused delivery and they'd returned it to sender even though I'd not seen them or the item. Got them to send a replacement except they can't tell me what courier they'll be using or when it'll be coming...Utterly awful experience

My laptop was not fixed even though I was charged 12 times. I spoke to several agents and case managers (James Kumar and Lexi Martinez) and Alex the supervisor who failed to provide me the basic repair service even after payment. James was very unprofessional (scoffed when I wanted to speak to a supervisor) and gave me disinformation. Very disappointed and dissatisfied with the service. They take more than 24 hours to respond and unable to reach via email and phone which they provided via email, even after telling them about my urgenct situation. I am not happy about the compensation with respect to the loss I am facing. I hope they will be held accountable.