Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Adobe Systems, Inc. has 12 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 928 total complaints in the last 3 years.
    • 334 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Answered
      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 signed up for the free trial of Adobe Acrobat Pro and attempted to cancel before the trial ended. I called customer support, but the representative had limited English and made it difficult to cancel. I was pressured into keeping the subscription and told I could cancel later.Later, when I finally figured out how to cancel online, I was told I would be charged a $109 early cancellation fee. I had never used any Adobe product or created anything with the subscription. Despite this, Adobe charged me $19.99 for a month and $109 to cancel a service I never used.This business model is deceptive and unethical. I would like a full refund of the $128.99 charged. I never received any value from this service and was misled throughout the process.

      Business Response

      Date: 04/22/2025

      Apologies for the poor experience. We will directly contact the customer to help because there is no subscription under the email from which the customer has raised the complaint.

      ********************** Case: *****************
      LASHARMA

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Hi,I have had a recurring charge with Adobe apparently for the last 6 months for $49.99 dating back to August 20, 2024. I would like this money returned as I have never had an adobe account, nor have I used any adobe products. When calling adobe customer support this morning to get information on my invoice they confirmed that I do not have an account. So why is my money being charged? ****** my bank, has confirmed that this is the authentic Adobe charging my card. I would like met $399.92 returned to me and someone to speak with to understand where this came from.

      Business Response

      Date: 04/24/2025

      Hi Team,

      We were unable to identify the charge details. Please share the first six and last four digits of the card to investigate further.

      (NIKHSHAR)

      Customer Answer

      Date: 04/26/2025

       
      Complaint: 23206093

      I am rejecting this response because I have already attached the series of transactions that were billed monthly. ********** N.A. Has confirmed that this was the official Adobe account that was making the charges. 

      feel free to review the attachment that sent initially for more details. 

      Sincerely,

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

      Business Response

      Date: 05/05/2025

      Hi Team,

      We have tried to check the information with the details provided in the attachment; however, we were not able to find the details. Please provide the details as mentioned below so that we can investigate further and provide assistance with cancellation and refund.

      First six and Last four digits of the card
      Name on the card

      (NIKHSHAR)

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 February 13th of 2024, I contacted Adobe to cancel my subscription with them. I'd lost my job and needed to tighten the belt a bit. I have two email confirmations that confirm that this occurred. However, today I learned that they have STILL been charging the same card that I asked them to stop charging, and they've been doing so monthly for the past year. I called in to Adobe support to figure out what was going on and was told that the same card is still being charged, but it's happening for an entirely separate account. I feel like I've been duped, especially considering that I was explicitly told that they would not charge my card for an adobe subscription after I called in a year ago. When I asked for a refund, I was told that I could not be given one, which is outrageous to me as these charges were made under false pretenses. I strongly recommend against using adobe products to anyone considering doing so. These business tactics are beyond shady, and I will take my business elsewhere from now on.

      Business Response

      Date: 04/22/2025

      Apologies for the poor experience. We found that the customer's original account was cancelled on February 13, 2024, and no charges were made to that account after cancellation. However, when the customer reached out to support, the advisor identified a different account with matching details. Although the customer couldnt verify ownership of this second account, the advisor proceeded to cancel it and issued a refund of $66.33 for the last three months. The customer was also advised to dispute any additional charges with their bank.
      It appears that someone using the customers card had signed up for a ***** trial of ******* Pro, which later converted into a paid subscription. Customers have a ****** ***** period after the trial ends to cancel and receive a full refund. While we understand the customer may have been unaware of this and missed the opportunity to cancel, and never contacted Adobe.
      However, as a gesture of goodwill, weve processed a refund for the remaining nine months, amounting to $198.99. This credit will be returned to the original payment method within 57 business days.

      Adobe Case: ADB-********-W6N6
      LASHARMA 

    • Initial Complaint

      Date:04/14/2025

      Type:Billing Issues
      Status:
      Resolved
      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 paid for one month of service ONLY. Adobe has fraudulently charged me for 5 extra months w/o my approval or consent. Adobe does not provide ANY way to contact them to cancel the account! I have looked up my account and it does not even show an invoice for services paid yet my bank account shows where they took my money. Adobe is a fraud company and needs to be investigated!

      Business Response

      Date: 04/22/2025

      Apologies for the poor experience. We found that the subscription for Acrobat Pro was initiated with a 7-day free trial on November 5, 2024. Adobe provides a 14-day ***** period after the trial ends, during which customers can cancel their subscription for a full refund.
      In this case, the subscription was not cancelled within that period or afterwards, resulting in monthly charges being applied. The customer never contacted ********************** support regarding cancellation or concerns about the charges at that time.
      As outlined in the Terms and Conditions accepted before making the purchase, Adobe subscriptions are set to renew automatically each month unless cancelled either online or by reaching out to Adobe support.
      Regarding the invoices, you can view and download them at any time by signing into your Adobe account.
      As a gesture of goodwill, we have cancelled the subscription and initiated a refund of $149.95 ( 5 months of charges * $29.99/month). The refund will be processed to the original payment method registered with Adobe, within 57 business days.

      Adobe Case: ADB-********-Q7L2
      LASHARMA 

      Customer Answer

      Date: 04/22/2025

       
      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. I truly appreciate the goodwill gesture! I hold Adobe in high regards for their amazing products! I look forward to doing business with Adobe in the future!

      Sincerely,

      ***** ********-*****

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 multiple occasions I have been unable to access customer support for the products I buy. The increasing dependence on automation means decreased accessibility for neurodivergent people like me. What motivated me to file this complaint is that it took me more than an hour to determine how and when customer service might be available for my issues (I was told by a chat agent that a technical glitch may be the reason that I am unable to log in to my account). It turns out that the correct department is not available on the weekends, yet when I was transferred the automated chat disconnected a very long chat (with no handoff). When transferred on the phone, there is only a recording to call back during "published hours" with no information about what they may be or how to find them. It took multiple chats on the website feature, social medical and calls to learn the days and hours that customer service might be available for my issues. I don't believe that it requires a lot of energy or expense to make this information more accessible to customers (even if the support is not). If it were not for the fact the many government agencies use this product for their forms (I have not yet found a reasonable alternative), I would stop using the products. I used to be happy with their suite of products years ago, yet the support has become increasingly inaccessible for me. Thank you.

      Business Response

      Date: 04/23/2025

      Hi Team,

      We have taken the feedback of the customer and will take preventive measures for further references. It was also found that the issue was resolved, hence, as goodwill we have added a credit of 1 month to the membership. The customer will not get charged for the next and will never have to pay the credited month as well. Also, the credit will not increase the annual commitment as well.

      Case# ADB-39621145-Q0X9
      (NIKHSHAR)

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      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 called he company to request a refund because I did not request a purchase of adobe or approve it. They are not giving me a refund. This request was on the same I was billed.

      Business Response

      Date: 04/21/2025

      Apologies for the poor experience. Our records indicate that the customer initiated a ***** trial for Acrobat Premium through the Android Play Store, which was not cancelled, resulting in a subsequent charge. As per policy, customers are entitled to a ****** grace ****** following the conclusion of the trial, during which they may cancel the subscription and request a refund.
      We understand that the customer was unable to cancel the subscription within the trial ******, reached out to support, and was initially unable to obtain a refund due to the fact that Adobe had not received the payment, nor did it have access to the customer's payment information.
      To address this, a refund request has been submitted on behalf of the customer. Once the request is approved and processed, the refund amount of $74.89 will be credited to the original method of payment within 57 business days.

      Adobe Case: ADB-********-G4K5
      LASHARMA 

    • Initial Complaint

      Date:04/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Adobe has charged my card for months. For the last 3 I have been fighting and today I had a supervisor refuse to help me because of her ego. I have been told they will block the merchant. And they violated my privacy by without my knowledge providing my new card information to **** for them to provide it to adobe and they can keep charging my card. I asked for a call back about that and no one called but supposedly got an email for me to opt out of it. But they are allowing adobe to keep charging

      Business Response

      Date: 04/17/2025

      Hi Team,

      Our records indicate that the customer did not use the services since it was purchased. We have canceled the membership and processed the refund for the last 9 months as charged which will be credited within the next 5-7 business days.

      Refund# USD 179.91

      Case# ADB-39548703-W0Y7
      (NIKHSHAR)

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 tried to cancel a monthly subscription to Adobe Acrobat which included Adobe A.I. three months earlier, but the phone operator told me he'd give me three months more for free. So, I marked my calendar to cancel the day before the three months were up. I cancelled online but the only way to do so was to agree to the cancellation charge. I did this knowing that I'd be getting a monthly charge the next day if I didn't do this. The termination fee was a complete surprise, since I had reiterated with the operator three months earlier that the 3-month offer was truly free. So, I'd like that charge for $19.02 that appeared on my Amex account to be refunded because I feel I was lied to. It's not the money that matters as much as Adobe be held to truthfulness.

      Business Response

      Date: 04/14/2025

      Apologies for the poor experience. We found that the customer accepted a three-month offer to continue his annual plan for AI Assistant for Acrobat; however, when three free months were over, the customer cancelled it online and the system charged him for the fee. As a gesture of goodwill, we have issued a refund of $19.02. The refund will be credited to the payment method registered with Adobe within 5-7 business days. 

      Adobe Case: ADB-********-R1R4
      LASHARMA

    • Initial Complaint

      Date:04/08/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Hello BBB/Adobe, I hope you're well. I'm reaching out to request a refund for a recent charge on my Adobe Acrobat Pro subscription.Due to a family emergency my mother was recently hospitalized Ive been fully focused on caring for her and managing related responsibilities. In the midst of everything, I didnt realize the subscription had renewed, and I havent used the service since the signup.Given the circumstances, I would deeply appreciate it if you could consider processing a refund for this charge. I completely understand your policies, but Im hoping for a bit of flexibility during this difficult time.Please let me know if you need any additional information from my end. Thank you so much for your understanding and support.

      Business Response

      Date: 04/17/2025

      Hi Team,

      As a gesture of goodwill, we have processed a refund for the past two months. The refunded amount will be credited to your account within ************************* days.
      Additionally, to support you during this challenging time, we have added a complimentary credit of three months to your membership. Your membership will remain active, and you will not be charged for the next three months.
      Please note that the credited months will not require any payment now or in the future, and this credit will not extend your annual commitment term.

      Refund# USD 39.98
      Next Billing Date# 26 Jul 2025
      Next Renewal Date# 26 Feb 2026

      Case# ADB-39548466-J6H5
      (NIKHSHAR)

      Customer Answer

      Date: 04/18/2025

       
      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. I appreciate the business response and wish them the best of luck.

      Sincerely,

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

    • Initial Complaint

      Date:04/07/2025

      Type:Product Issues
      Status:
      Answered
      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 11 July 2019 I purchased a perpetual license of Acrobat Professional from **********************. This license allows me to have the software active on two computers at a time. I registered the product for the first time on 28 July 2019. Last month I deactivated my Acrobat Professional license on my desktop computer as I needed to reinstall windows. I verified that only one product activation was showing on my Adobe account management page and reinstalled Windows 11. After completing the windows installation, I downloaded Acrobat Professional 2017 from the Adobe account portal and attempted to activate Acrobat Professional. I was met with error messages and was unable to use Acrobat Professional. On 6 April 2025 I contacted Adobe via their help chat to resolve my issue, but after working my issues with multiple representatives, I was unable to resolve the issue. Attached is my chat transcript with the representatives as well as an image verifying both my license and current activation ******** goal is that Adobe honors the terms of the license and activates my product or provides me with a perpetual license of an equivalent product they will activate.

      Business Response

      Date: 04/14/2025

      Apologies for the poor experience. We will directly contact the customer to help.

      ********************** Case: *****************
      LASHARMA

    Adobe Systems, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.