shopping.hp.com

I an in UK. HP is the worst online retailer in the world. I ordered a laptop and got confirmation email. I thought everything's fine but nothing has happened until I phoned the customer service, apparently my order didn't go through, and I missed the day to give a surprise birthday present for my daughter. The customer service was confused and then she asked her manager but could not give immediate answer, only an uncertain promise that it would come later somehow. And they were not sure when the product will be delivered, this was not in compliance with the advertisement of one day delivery.

The website was confusing, when I ordered a product as a guess and moved forward to pay it, I then was asked to login etc, but after I login the product wanted to buy was gone, and not even on the list.

I ordered a Linksys router from HP and selected the 5-10 day shipping option. Being a customer eager to get his product, I tracked my order progress everyday. On the day it was 'delivered', I did not get my product and was very concerned (I just spend over 100 for a router and FedEx said it was delivered). So then I called HP and asked what I should do. After following their instructions of checking nearby apartments to see if my package was mis-delivered, I was not able to find my product. I called HP back and they shipped me another order via next day air.

I was very happy with the outcome. I hope next time they require a signature at door for orders over $100 though.

In Oct. 2013, I purchased what was supposed to be a 2-yr extension Care Pack for my HP Pavilion Notebook PC, based upon an email message saying my original warranty was about to expire. The plan cost me $149.99 and they sent a confirmation saying I had a 2-yr extended warranty. Nowhere in their sales pitch or in the confirmation did they say the 2-year period began the original date of purchase of Sept. 11, 2012. I was led to believe I was getting a 2-yr extension from the original 1-yr warranty expiration date (why else would it be labeled an extension?). On Sept. 29, 2014 when I checked on the status of my warranty by dialing 1-888-999-4747, I got a run-around between foreign accented reps who were telling me that the 2-yr extension was from the original date of purchase and that I was out of warranty. The customer service was very poor. When I questioned this they said they would transfer me to the warranty department (which they said was experiencing a high volume of calls - translation: Will probably not get around to you no matter how long you are on hold,). I was on the phone 20 minutes and no one picked back up, I rate this as Zero customer service. For better results use GeekSquad Warranty if you purchase at BestBuy.

I ordered a HP 7" tablet on a Black Friday sale they were having. I wasted an hour of my time trying to get through to the site.

Only to have them cancel the order a day later as "out of stock." (Of course, it came back into stock quick quickly after that, but they didn't offer to reinstate the order).

OK, but it gets worse. They charged my credit card when I made the order. They did NOT refund my credit card when they canceled the order.

I just happened to notice this about a full month later. If I hadn't noticed, apparently they would just keep my money. Thanks guys.

So anyway, I call the CSR and complain. She looks at my account, puts me on hold, eventually comes back and tells me the equivalent of "sh*t happens" and that I should have been refunded within a few days and as far as she knew I had been (I hadn't), but she'd pass my concerns along to IT.

Yeah, great. Thanks. Pass my concerns along. That gave me a total warm and fuzzy feeling.

Finally, on December 25 (Merry Christmas!) they decided to refund my money. Almost a full month after they wasted my time and canceled my order because they couldn't get their act together to fill their Black Friday promotion. Oh, but they were very efficient at charging my credit card.

Stay as far away from these jokers as you can.

Tried to order a HP printer from US HP that was MSRP $589, on sale for $399. Put in an order and HP declined because I am Canadian using a Canadian credit card. They said I had to deal with HP Canada. Okay..., so I head to HP Canada site and they have the same printer for $629 Cdn. (essentially the same MRSP price with the exchange rate applied), so I ask for the discount offered on the US site and they refuse. I ask if the model ever goes on sale in Canada and they say yes, so I asked for the last sale price and... no deal. I want to do business with them, but HP is making it impossible. Based on my experience today, and the unbelievable negative reviews on this site, I've decided to forget HP all together and buy another manufacturer's product.

I forget which days this all went down, but it all happened last week. Thanks to a nice chunk of change from my tax return, I decided to purchase a new laptop, as my old one had just died. I searched around and scanned the internet for reviews and articles. Eventually I stumbled upon the HP website. After toying around for awhile, I decided to customize a laptop; the prices were great, and the customization wasn't too shabby, either. I promptly placed my order that day.

Literally four hours later I realized I had ordered the wrong video card. Silly mistake, but I figured that I could edit the order I had made a mere four hours prior. So I searched and searched, but I couldn't find anything on the website or in my e-mail. I called up and spoke to a representative that informed me that I could not alter or modify my order; the only way to to do would be to CANCEL the order, and then RESUBMIT. Somewhat heated and a bit confused, I obliged. I cancelled the old order, resubmitted with the new video card, etc. I was then told I had to finalize everything with a supervisor - fine.

The previous rep was very nice, courteous and helpful. When I got on the phone with a supervisor (Patty was her name, I believe) she stated that the order was in the process of being cancelled. She then stated that I'd receive e-mails through the next day or so confirming this. I clarified everything by reiterating it to her and was "Yes'd" to death.

The next day I get an e-mail stating that my order was already processed and shipped (the laptop I didn't want). Apparently my order cancellation was denied. Back to the phone I go - call up, speak to another representative who states that I have to call in when I get the unwanted laptop to request prepaid shipping for the return prior to my refund to my credit card. Once again, customer service is subpar.

Now, at this point in time, I am waiting for both laptops. I've received the accessories already (shipping was fast), but I am somewhat puzzled - the laptop I didn't want was created and shipped out (as per HP) within two days or so; my new one is still being processed and built, despite it having a shorter "estimate date."

Overall, right now, I am somewhat unsatisfied with the Customer Service. It seems very hit or miss, and mostly it has been miss... so far.

The accessories are nice, though. The bag I got is stylish; the wireless mouse I got looks sleek. Plus, the prices were right, even for the laptop (I found an online coupon that took off $415).

I'll send in a new review once I obtain my laptop(s) so I can state how smoothly the sendback goes for the first, and the quality of the product of the laptop that I want to keep.

Place this order and everything went perfect till i got an email 3 hours later with a "Your order has been cancelled"..Why do they bother to sell something that they dont have...I'm not the only one with this problem..Lots of customers are going trough the same ordeal.. :-(

I recently bought a laptop computer from the hp online store. The salesperson helped me configure it using the online website. When it came time to pay, and I wanted to pay with several prepaid visa cards, he said we don’t take it that way. You have to buy one of our hp gift cards and then apply the purchase (a real hassel). I ended up having to buy 2 cards because each HP card would only hold $500. The salesperson said that I would get them in 24-48 hours. And after numerous calls to their customer service dept (in the FILLAPINES), and all saying the problem Was resolved (what problem?), and that I would not receive it the same day-today - a week later, I’m still waiting for it. Finally after 10 days I get them. (By this time the black Friday sale was over). Then I ordered the computer with these hp cards. The salesperson said it would take about a week to ship and that it would also include a 3 year warranty. I told him that it says it’s a 1 year warranty I’m seeing on the online receipt. Don’t worry, he says, that’s a mistake. It’s a 3 year warranty on an hp probook (not true). Now, when the item finally came 3 weeks later (the salesperson failed to tell me that the thing was being shipped from China also), all the documentation said that it was a 1 yr warranty. When I called hp, they said, sorry it’s a one year warranty. Now fortunately I had requested that the salesperson would send me an email from the hp server saying that my item had a 3 year warranty or I told him I would not buy it. So he sent it at that time.

I called hp and spoke to a Senior Manager in the Resolution dept. He said don’t worry, if he sent you the email and promised it to you, we will honor it. He said, just email me the mail he sent you with an explanation and I will handle it all for you. WE WILL HONOR IT - PROBLEM! So what does he really do? - none of what he said. Hes give the problem back to the shady salesperson who scammed me to begin with and THEN that salesperson, emails me, “sorry, I made a mistake. It does not have a 3 year warranty, but a one year one and if you want the 3 year warranty, you have to pay more money for that!!!! really ???
Well I made another call back to the senior supervisor in resolution and screamed at him for doing this and his answer was, “sorry, I’ll give you a higher manager.” So he transfers me to a higher manager in the Fillapines. After she spends a ½ an hour trying to find out what kind of warranty my computer has (after I told her, I already know it says one year on the documents), she finally says that I have to go back and speak to the salesperson. At this point, I literally asked her for the name, email and telephone of the ceo of this company and I’m going to report all of these incompetent handlings to him/her and contact the state Attorney Generals office to investigate hp for fraud and misrepresentation in this matter. If took me 20 minutes before I could get this info from her. It was like pulling teeth. Finally she said, here is the info and got off the phone. After that, in a matter of 5 minutes, I got a call from the salesperson ???? Who said, “I see you are not getting anywhere with this,” (how does he know unless he just got a call and his orders), so he said, let me write this warranty up for you now (without any apologies). And he did and emailed me the document.

On top of this my delivery was so late because I kept getting notification from fedex that it would arrive the next day (but looking on their website it was still in China and then Oakland Calif - and i'm in NYC). And then when it arrived locally, it still was not delivered because fedex said they addressed it wrong In China, they put strange letters in the apartment field (they put the 1st 5 letters of my first name their instead on the top line (the way you would address something), and confused the deliveryman who said there was no such apartment #. And fedex said that they could not change the label unless the shipper ordered it. So I had to go through their higher echelon to resolve this other matter. (a lot of time wasted)

Anyway, I finally got the deliver after much duress and effort, but the bottom line is DO NOT DEAL WITH OR BUY ANYTHING FROM THE HP STORE - IT’S NOT WORTH THE TIME, MONEY OR AGGRAVATION THEY GIVE YOU. Go into a regular retail electronics store like Best Buy, Pc Richards, BH Photo or other, etc. and buy from them is my advise to you - and don't buy hp is my main advice right now after all this I went through.

I ordered a laptop through hp on-line store and paid entire amount via net banking.In the shopping page it was mentioned that delivery will be in two to four business days.Even after two weeks the item was not dispatched.Despite sending several mails to HP and phone calls to customer care nobody contacted me to address my issue.Never buy anything from these fraudster HP.They are not consumer oriented .They do not pay heed to the agony of customers.They thrive on the money paid by the unsuspecting customers.It is high time Government enforcement agencies starts investigating the financial irregularities of HP India.How much money they raised from the advance payment made by the customer but not delivering the product.If properly investigated there may be another scam worth billions may come out.I appeal to every consumers who are cheated by HP to contact National Consumer Affairs Ministry of India and also approach Consumer court for addressing the issues.

Ordered HP touchpad Sat, with the regular 5-7 day shipping

Didn't hear from them till Tuesday (eh, they were bogged down bigtime), then bam, shipped Tue, bam Got it Thursday.

Great job HP, thanks for the expedited shipping!

Bought HP Laserjet 1018 printer on a 50% rebate directly from HP Shopping. Great printer, speedy delivery.
HP rebate processing and support was absolutely horrible. HP's logistical infrastructure is atrocious. Spent over 2 hrs. attempting to complete the rebate submission process. Details?
- called rebate center. Could not look up invoice number. Reason? Not connected online. Spoke to supervisor because first person wore a headset with a terrible connection and could not speak english very well. Supervisor was better but not much better. Suggested I call HP support center but it was a bad referral call since HP tech. support only addresses tech issues and not rebate logistical issues. Asked me 3 times what specifically he could do to help me. Then I lost my cool. He said he did his job and suggested I call HP shopping. Gave me a toll-free phone #, which was incorrect (or I could not make out his pronunciation). Asked him where he was from. He said India. At this point, 2 hrs. have gone by. Looked up an HP sales office in the business unit. He actually spoke english and said he sympathized but couldn't help since his was a different business unit within HP. I then called HP sales in Canada, and spoke to someone who was very good but indicated that their sales promotions were different in Canada than in the US.
Bottom line? If you value your time, then don't think that the $65 rebate is going to net you anything but lost time and aggravation.

Great printer and horrible logistical follow through re: rebates

Ordered a customized Pavilion a1130e Desktop and it arrived 6 days early. Then had to return it and they accepted a return 7 days after their policy allows. Next order for the same desktop also arrived early. Love HP and the ability to build custom pcs is tremendous.

On 11-27-10, I purchased (what I was told by the customer (technical support) service representative, Syed, was) an upgrade to my C5280 HP Photosmart Printer that can print directly onto CD/DVD. It was supposed to be delivered the next day via FEDEX but it didn't arrive for three days. I opened the box read it's capabilities and found that, even though I was EXTREMELY CLEAR with Syed that the ONLY REASON for the upgrade was that I needed to print directly onto CD and he assured me that this new printer could, IT COULD NOT!
Without unpacking the printer, I called customer service and asked for a refund. I followed the return policy to the letter. According to FEDEX tracking, they received the printer on December 11th. They confirmed they had received the printer on December 17.
Since then, I have been calling almost daily asking for my refund. As of today, 1-21-11, I have NOT RECEIVED my refund.

I ordered an HP envy desktop on April 6th. They immediately charged my credit card for the full amount the day I ordered it. Their order status tracker on hp.com showed that my estimated delivery date was April 23. As it approached the time my order should be shipping I contacted customer support on April 15th and asked if they had a shipping date and their response was the estimated shipping date was the 14th. Since that was the day before I contacted HP I asked them if they had a tracking number and was told "they weren't sure." I then received two simultaneous emails, one stating that I will be receiving a tracking number soon and the other stating that my shipping was delayed until April 30th. I contacted customer support once again and they confirmed my order was delayed and gave me vague reasons as to why. The whole time their website still shows the original estimated delivery date. So as of today HP has all of my money for the PC and yet has no real idea when I am going to see it as every time I contact customer support I hear conflicting information. Also, when I asked if I could cancel the order I was told "it was not guaranteed" since my order was too far along in the production process. I'm not sure if I understand how my order can be delayed and too far along the production process at the same time. This is definitely the last time I order anything from HP directly.

great price on HP 02 type printer ink cartidge set for HP 8250 printer and free overnite shipping. came as promised and factory sealed. great job.

spoke with customer service before the transaction about choosing paper types and inks. very helpfull and curteous but couldn't answer questions regarding discrepency in ink volumes between cartriges that come with the printer and those you buy separately.

they said the volume of ink in all cartiges is the same from the factory whether they are the ones included with the printer or the ones you buy separately. but the volume in all the cartriges with the printer is 4.5ml and the volume in the cartriges you buy separately varies from 3.5ml to 6ml depending on the color. if all cartriges are made the same and you use some for initial startup of the printer why do some colors you buy separately contain less ink than that of the ones you get with the printer? no one had a good answer for this even though they talked to supposed supervisors about the issue. this might be a minor point but they shouldn't give you answers that don't make sense just to brush you off.

anyway, good product and great free shipping.

5/18 Today HP annonced record sales, but I am sad to share my shopping experience with this company. I had oderder a laptop so I can use during my vacation which starts on 30th may. Initial build date was 26th, and two day shipping 28th suppose to arrive, but at last minute I got an email from HP saying that issue with credit card(this is after they called and verified the order on 16). Now they say it will arrive only on 2nd June, which means I will be gone, or HP wants me to postpone my vacatoin?. The total online order experience with this site and company is horrible, you never know when they cancel or change shipping , you need to keep checking emails and paying the company in every hour. I won't recomment this company to anyone that I know based on my shopping experinece with HP Direct

In November of 2009 I bought an HP 2TB Personal Media Drive and a Linksys Router WRT160N from the HP Home Store.

It was shipped free with FedEx Ground. About one week later the tracking information indicated that it was delivered and the signature was my last name.

I did not signed nor received the packages. After I tried to file a claim with Fedex they said, that by contract, only HP could file a claim.

So, I entered a claim with HP, and after four phone calls and five email over one month, the keep saying that I was going to receive a refund, and to go ahead and reorder the lost items.

Then, on my fifth call without any explanation they told me that the case was close and that there was no refund available for me.

This is the worst store that I have dealt with.

I bought a laptop 2 days ago. It arrives very quickly in 48 hours. A little bit late compared to the scheduled delay 1 hour but it's the delivery man fault i think and not HP directly.

I ordered it from France.

Their tracking website for orders is not functionning at the moment, at least in France but i made a phone call and everything was ok.

August 25, 2010 I ordered a new HP Laptop Pavilion DV6 and a wireless
keyboard/mouse to go with it. After finding the time to try it out, I
found that the wireless keyboard space bar didn't work unless it was
struck exactly in the middle. This is not acceptable as I need to go
through every document I type and separate the words with spaces. The
keyboard has a wide space bar for a reason, a space is used often by
both thumbs in my case. I called HP and after going through several
agents in India, and the US, Your customer service people sent me
another wireless keyboard/mouse combo. This did exactly the same thing.
Tonight was the first chance I've had and I called to see what HP will
do to correct my situation. I just got off the phone after 1hr and 45
minutes. In that time I initially was connected to 'Chloe' in the
Philippines who after asking me for all the information about the
problem including when, where, how I bought it, serial and part numbers
for both the new and old keyboards, whether I bought the keyboard/mouse
with a computer, what was the serial number, order number, shipping
order for the replacement keyboard, address, phone number and a
multitude of other questions and repeating them because they couldn't
understand partially because of the dialect and partly because the phone
lines are so crappy between here and the other side of the world, only
to be told that they were going to have to transfer me to a different
department for this. So I went to India, where I went through all of
this again and had the same ending and went to the US. At least the guy
there was cordial and could understand without repeating but he sent me
back to 'Raj' in India for another repetition who sent me back to the
Philippines again. There I spoke with 'Brian' and then his 'manager' who
essentially said sorry we will send you another of these same
keyboard/mouse combo's that I already have, that don't work. Customer
Service this is called, Total Care it's called. I used to be in Customer
Service as a Field Service Engineer and we took care of people. You sold
America out to these foreigners who could care less about customers, at
least this one. I told the guy forget it, don't send me another one. He
then said he'd have someone call me tomorrow and I ask for 8am and he said
9am. That was OK but then he said it may be within 48 hours he said. So
apparently he thought I was going to stay by the phone for the next 48
hours so I told him to forget

I ordered a laptop on 12-29-08 will ship on 1-9-09 but they delate 1 week and after that they did cancelled my order, I call them but I think customer service isn't in US (indian people) I spent 2 hrs to talk with them and they build another laptop for me with price more than 100 buck. when i receive the email, I find down the system not good and I call back to cancell this order, but they don't let me cancell. They say order had been shipped. I don't know why