Complaint Review: Hewlett Packard - Los Angeles California

HP publishes replacement ink cartridges for printers they sell.  One of the promises is a next day delivery of ink cartridge orders when a printer cartridge is low or in need of replacement.   I created an account on line for ordering the replacement cartridges as they require.  On December 6th I ordered a full set of color and black and white replacement cartridges.  They provided a notice by email the cartridges order had been received and shipped to be delivered on the 7th. 

Having not recieved these on the 7th, I called their customer service number on the 8th.  After being placed on hold for and transfered to a customer service representative who was barely literate, and expending 30 minutes of time, I was told to wait until the 9th and it would be there by then.  As the prodcuts did not arrive on the 9th and the offices were closed on the 10th, I called on the 11th, and again spent 25 minutes being passed around and told they would need to look into the matter, but were certain it may just have been delayed, and could I check with others in the office complex to see if other offices might have recieved these. 

On the 12th I used the HP.com on-line chat and attempted to resolve the matter with them.  After another 15 minutes in back and forth I was told these MAY have been lost in the mail (note these are delivered by Federal Express).  I was told I needed to call the 800 number for help as the chat line could not help me further in the chat format!   I then called the 800 number, and was told by the operator (following being on hold twice during the review), that they were going to re-order these as it appeared they were not going to be arriving.  I was told these would be delivered by the 13th and a new order number given.  This was a 9am, and this was followed by an email from HP that the order was in place and shipped to arrive on the 13th.  At 5pm on the 12th I recieved an email from HP indicating this order was cancelled and refunded.  On the morning of the 13th / 8am I called HP and asked what was going on.  The operator told me the shipment had been delayed or cancelled due to the forest fires in LA.  I asked what she could be talking about as Fed X was delivering all day at the office complex.  She then said the order had never been pulled to ship, and that it would be pulled to be shipped that morning (the 13th), for delivery Friday the 15th.  I asked why a two day delivery even if the order was now for the first time being filled to ship (despite the prior emails that the order was on the way).  She said it was due to the forest fires!  I asked (given her Indian accent if she even understood the forest fires were contained and not even in this area, and she said she had no information. 

She then transfered me to a supervisor, who again went through this, and then said well we understand you are upset at not having your order, we can have it to you today (the 13th) in a late afternoon shipment.  Of note, I was out of ink this entire time.  She said if I did not get this on the afternoon of the 13th, call back in the morning.  I explained I had already spent three hours of work time trying to get a few printer cartridges and calling back again was another waste of time to get a run around.  She said, well we can give you a ten dollar credit for your time.

THERE ARE A NUMBER OF OPTIONS IN ORDERING PRINTER INK, LIKE YOU WILL FIND ON AMAZON PRIME.  BEWARE IF YOU ARE GOING TO ORDER DIRECTLY FROM HP.