Complaints

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

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  Adobe Systems, Inc.

  345 Park Ave San Jose, CA 95110-2704

• 

  Adobe Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

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:03/20/2025

  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 have had an Adobe Acrobat account which was free for years. I received an email from Adobe in early February saying I needed to pay or lose my account. I had just lost my son (he passed the 30th of the previous month) so may not be real clear but THOUGHT I was agreeing to a plan that would cost about $20 for a year. Shortly thereafter my checking account (debit card) was charged $21.24 and I thought all was good. Then on 2/18/25 I was charged $29.99. Due to my son's passing, I had neither the energy or focus to deal with Adobe ****************.Then I just saw another charge dated 3/12/25 from Adobe on my account. I called **************** and spoke to ****** who said that I had two accounts and to cancel them I would need to pay a cancellation fee over $100. I told him I was going to file a complaint.

  Business Response

  Date: 03/27/2025

  Hi Team,

  We are sorry for the customer's loss. Our records indicate that there is no active membership on the account and the customer will not get be charged anymore.

  Case# ADB-39241549-B6P2
  (NIKHSHAR)

• Initial Complaint

  Date:03/20/2025

  Type:Product 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 recently discovered that I have two Adobe accounts associated with my email, ********************** one provided and paid for by my *********************** and another under a Personal account that I have been unknowingly paying for. During the sign-up process at my University, I provided my payment information, believing it was required for verification, as my University covers the cost of my Adobe subscription. However, after reviewing my account earlier this month, I realized that I have been billed for an additional subscription since October 2020 when I received my new University-issued laptop . This was not my intention, as I would not have knowingly subscribed to a second, redundant plan using the same user ID as my University ********** the conversation with the Adobe representative, they acknowledge the error of the same user ID being billed twice but are only willing to give me a refund to cover fees incurred from February 2024 - January 2025. See correspondence.They instructed me to reach out to ****** which I did on March 13th, 2025. ****** agreed that the charges were unauthorized but are only able to grant a refund within 180 days of the dispute. They instructed me that the merchant who has acknowledged the error is responsible for refunding the fees.I am requesting a refund for the subscription that was billed from October 19, 2020 - January 19, 2024 (39 months x ***** = $1,169.61)

  Business Response

  Date: 03/24/2025

  Apologies for the poor experience. We will directly contact the customer to help.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service 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 ins5all Adobe products, but each time I attempt to create a pdf or perform a scan or have AI assistance, it fails, or alternatively says wait 24 and that the purchase for ******************************** has processed, yet Im not even logged into said account as it was stolen and completely taken over. It wouldnt be quite as bad if I have not detailed thiscto adobe several times. They are very aware, they are involved in deceitful transactions and unwanted "scanning" issues and Im fed up with it abd demand accountability.

  Business Response

  Date: 03/27/2025

  Hi Team,

  Our records indicate that there is no active membership on the either of the email addresses shared by the customer. If the customer would like to ***** the services then they make a purchase through ************************** or reach out our customer support for assistance.

  Case# ADB-39241454-V5R2
  (NIKHSHAR)

• Initial Complaint

  Date:03/19/2025

  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 signed up for a trial with Adobe in February. It was a 7-day trial and it was converted to a $22.00 subscription. I thought I signed up for month to month and so that means at the end of the 30 days I wouldn't be charged again. For the past 2-3 weeks Adobe has tried to debit my account 2-3 times a day! Today they debited my account for $3.00 so I called them to ask why they were conducting such abusive practices and they told me "You agreed to this." When I told them I signed up for a month-to-month account they said yes it's month-to-month but I am being billed monthly for an annual plan. What? That doesn't make sense. These customer support agents will stay on the phone but will mute so that you hang up out of frustration and it just seems to me that a company shouldn't be allowed to conduct themselves like this. They don't even give you an option to close the account. There has to be some sort of ethics violation occurring here, especially since they're now telling me I have to pay $130 to cancel!

  Business Response

  Date: 03/24/2025

  Apologies for the poor experience. We found that from the email that the customer used to raise the complaint has a suspended subscription to Creative Cloud All apps, which does not match the price mentioned in the complaint. However, we found another account under a different email, which has a Premiere Pro annual plan, paid monthly, which is not billed for any cancellation fee due to insufficient funds. We found that the customer subscribed to a ***** trial for Premier Pro on 18 Feb 2025. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. We understand that the customer could not cancel within the trial period, contacted support & disconnected the call when the supervisor was explaining the plan she had. Hence, we have terminated both of their plans without any fee. The customer is not billed for any cancellation fee.
  
  Adobe Case: ADB-********-M5X9
  LASHARMA

• Initial Complaint

  Date:03/18/2025

  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 purchased Adobe Photoshop CS6 (see Best Buy receipt) that came with a perpetual license. My computer's motherboard failed, and after replacing with a new motherboard Photoshop CS6 cannot be activated. The reason Adobe gives is that my Photoshop is installed on too many computers. When a computer dies you are not always able to deactivate Photoshop on that computer. I was not able to deactivate on old computers. Adobe says they no longer support Photoshop CS6 and, therefore cannot clear my activation history. If that's the case, why is Adobe even tracking the number of computers that have activated Photoshop CS6? If they can track that info, then they can also clear the activation history. They refuse to do that, instead telling me to look online for an answer. Ridiculous. The message boards contain 100's of people with the same issue, but there are no answers there. This is a perpetual license that ********************** needs to make right.

  Business Response

  Date: 03/27/2025

  Hi Team,

  We will reach out to the customer.

  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:03/17/2025

  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.

  I had a subscription to Adobe because I used their software for work. I started a new Job in July of 2022 and my new job provided me with Adobe through the company so I called adobe to cancel my subscription. I was recently reviewing my bank statement for another reason and noticed a charge from Adobe (on 3/14/2025). I looked back and they have been charging me every month even though they had supposedly canceled.

  Business Response

  Date: 03/24/2025

  Apologies for the poor experience. We found that the customer subscribed to an annual Acrobat Pro plan on October 14, 2016. However, he never contacted support or cancelled the plan online. The customer had not monitored his billing or contacted support for a refund in the past three years. When the customer reached out on March 18, 2025, our consultant went above and beyond by cancelling the plan and processing a refund, even though our policy only allows refunds within 14 days of purchase.
  A total credit of $608.12 will be processed within 5-7 business days to the original payment method.
  
  Refund breakdown:
  18 months * $21.34 = $384.12
  14 months * $16.00 = $224.00
  
  Adobe Case: ADB-********-Q2S9
  LASHARMA 

• Initial Complaint

  Date:03/17/2025

  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.

  Unable to cancel my subscription to an Adobe product (Adobe illustrator). They are repeatedly trying yo charge me for this product. The company makes it impossible to cancel and does not have a phone number that works for cancelation.

  Business Response

  Date: 03/27/2025

  Hi Team,

  Our records indicate that the Illustrator membership is canceled. The customer will not be charged for the services and there is no active membership on the account.

  Case# ADB-39241292-G3R7
  (NIKHSHAR)
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Product 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 was charged a cancellation fee on a month-to-month subscription.

  Business Response

  Date: 03/23/2025

  Apologies for the poor experience. The customer subscribed to an annual plan with monthly payments for Acrobat Standard on January 26, 2025. This plan includes an annual commitment, which incurs a cancellation fee if terminated within the contract period. It appears the customer may have accidentally selected this plan, as the month-to-month option costs $22.99 + tax per month with no commitment, whereas the chosen plan costs $12.99 + tax per month, resulting in lower monthly payments due to the annual commitment. As a goodwill gesture, we have waived the cancellation fee and initiated a refund of $68.85. The amount will be processed within 5-7 business days to the original payment method.
  
  Adobe Case: ADB-********-B7B7
  LASHARMA 

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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 subscribed to light room to try and do some basic editing on pictures guests took at my wedding. The software never would load to even let me login. I attempted to cancel but the site told me I couldn't cancel without paying a substantial amount of money. I attempted to use chat feature to explain the situation on several occasions but everytime I ran into a miriad of issues. Chat was down, wouldn't load, couldn't get a customer service ***resentative, did get a customer service ***resentative but they said their system was down. I continued paying monthly service continued trying to get software to work but still nothing. I attempted again last night to talk to a customer service *** they say their system is being updated try back in 5 hours. 10 hours later I'm told their system is down try back in 2-3 hours. I finally cancelled the software after paying several months of monthly subscriptions. They charged me $44 to cancel. I have never gotten this software to work. I believe they use avoidance tactics to prevent users from getting customer service that could resolve issues or request refunds so they have to continue paying for their software.

  Business Response

  Date: 03/27/2025

  Hi Team,

  Our records indicate that the membership is canceled and there were no cancellation charges incurred on the plan. The customer will not get charged for the cancellation charges anymore.

  Case# ADB-39241204-Y5S0
  (NIKHSHAR)

• Initial Complaint

  Date:03/14/2025

  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 am trying to cancel two plans that I accidentally purchased and I'm being charged so much money to try and do so. On about Feb. 7 I started a free 7 day trial. Unknown to me, there was a different account logged into the application than there was on the website, so I accidentally started a second free trial on the same day. I did not cancel either plan in time and was charged $50 for a plan starting on Feb. 14. I never wanted the plan but failed to cancel in time, so that $50 was on me and I did not complain. But today, on March 14, I tried to cancel this plan and I am charged another $50 ($25 for each account) for a new period, and I am being charged a cancellation fee of I believe $115 per account ($230 total).I just want to cancel these plans, not pay the $50 that I have already been charged, or the ($230 that they are planning on charging me). This is incredibly stressful right now, I don't have the money to cover this and I don't see any email to reach out to the company. Please just refund me the $50, stop future charges, and cancel any plans.

  Business Response

  Date: 03/18/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for InDesign on 07 Feb 2025 on two separate email addresses. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. We understand that the customer could not cancel within the trial period. Hence, we have terminated both the plans and initiated a refund as a goodwill gesture. The customer was never billed for the cancellation fee on any of his account hence credit of $25 each which is in total $50 (AB05125363948CUS and AB05125453180CUS) will be processed within 5-7 business days using the same payment method.
  
  Payment for the cancellation fee of USD ****** (****** + ***** tax)  for Order number: AB05125363948CUS was declined
  Payment for the cancellation fee of USD ****** (****** + ***** tax)  for Order number: AB05125453180CUS was declined
  
  Adobe Case: ADB-********-R7Q0 & ADB-********-V5M9
  LASHARMA