Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:03/03/2025
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.
Adobe is continuously charging me for a subscription that they've repeatedly told me they've canceled. They also gave me a partial refund in June of last year because of this. I noticed this year though that they never canceled my subscription after that refund and have continued charging me, after assuring me they would not charge me again. After hours of speaking with a representative recently they agreed to refund me about $600 for those fees and assured me again they would cancel my account. BUT I just checked my transactions again and not only did they never refund me for that, they're STILL charging me for a subscription they've repeatedly told me they would cancel. They are currently being sued by the federal government for this type of behavior and being a consumer on the other end of this scam is so frustrating and feels helpless.
Business Response
Date: 03/14/2025
Hi Team,
Our records indicate that there is no active membership after June 2024. Kindly share the below details so that we can investigate further.
Amount Charged
Date of Charges
First six and Last four digits of the card
Name on the card
(NIKHSHAR)
Initial Complaint
Date:02/28/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore 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 alerted this morning from my bank, that Adobe Systems charged my debit card on 02/28/2025 for $17.65 monthly subscription fee for Adobe Photoshop. However, this card was recently issued and was NEVER entered as a payment method for this account. This account was linked to an old debit card from ************* that was acquired by *****************. All ************ debit cards no longer valid as of December 2024. The new ***************** debit was never used to make any payments to/for Adobe Systems programs and in fact Adobe suspended my subscription on January 29 because they could not get payment from the now canceled ************* debit card. Adobe illegally used my new ***************** debit card and are also charging me an additional $41.38 to cancel this account. I went to my bank, who could not explain how Adobe was able to get access to the new debit card without being provided that information by either myself nor the bank. I filed a ******************** for this transaction and also closed this debit card.
Business Response
Date: 03/10/2025
Hi Team,
Our records indicate that membership is canceled and there will be no further charges. Also, there is no active plan on the customer's profile, hence, the customer will not get charged for the services unless any new order is placed at the registered email address.
Case# ADB-38975166-J0Z1
(NIKHSHAR)
Customer Answer
Date: 03/11/2025

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.

Sincerely,

******** ***********
Initial Complaint
Date:02/28/2025
Type:Billing Issues
Status:
ResolvedMore 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.
A team member from my agency signed up for an Adobe Stock trial to test the platform. The team member forgot to cancel the subscription before it renewed and Adobe converted that trial to an ANNUAL subscription.On top of the terrible practice of converting a trial to an annual commitment, Adobe sets terms that requires you to pay for early cancellation which amounts to several months worth of monthly payments.People should be very aware of Adobe's absolutely terrible business practices which are 100% set up to lock consumers into long-term commitments, and force them to pay large amounts of money to cancel.Quite frankly, this should be reported to consumer protection agency and practices like this should be illegal. I only noticed that we had this subscription 5 months after they started charging us and I found the charges on our credit card. By that time we had been charged almost $200 in monthly charges.I reached out to Adobe to ask if they could please cancel this subscription and explained the circumstances to them. Adobe could easily check our account and see that no one had logged into the account for the entirety of the 5 months. We didn't use the service at all, but we still paid $200 to Adobe.The Adobe representative offered to apply a credit for 2-3 months of service to our account. I set a reminder to cancel the subscription after the free months expired, but when I went into the account months later, ********************** was still asking for $80 to cancel the subscription "early".I reached out to Adobe "support" and they refused to do anything to help, other than to give us a discount on the remaining months left on the subscription. Their "solution" was to reduce the monthly payments from Feb 2025 to July 2025 from $40/mo to $25/mo, so this would still cost us another $125 on top of the $200 we already paid for a service we don't use.I've got no choice by to pay the $80 early cancellation fee. Requesting the $80 cancellation fee refund.
Business Response
Date: 03/10/2025
Apologies for the poor experience. We found that the customer subscribed to a one-month trial of Adobe Stock 10 assets per month on June 6, 2024. Customers have a ****** ***** period after the trial ends to cancel their plan and receive a full refund. In this case, the customer was unable to cancel within the trial period, reached out to support, and accepted a 90-day offer.
Later, after canceling his subscription online, the customer was charged a cancellation fee of CAD ***** and he contacted support again. An associate assisted him by refunding the last three months' transactions along with the cancellation fee. A total credit of CAD ****** was processed on March 3, 2025, and the refund should be received within 57 business days via the original payment method.

Adobe Case: ADB-********-P0M4
LASHARMA

Customer Answer
Date: 03/11/2025

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. It's frustrating that it took a BBB complaint to get a resolution when I quite literally begged their support team to work with me on a solution over their support channels. I did accept their refund offer, and the problem has been resolved.
Sincerely,

***** ********
Initial Complaint
Date:02/28/2025
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 am writing to file a formal complaint against Adobe **** regarding the handling of a refund for my subscription. I have been subjected to poor customer service and an unresolved issue that has caused significant inconvenience and dissatisfaction. Below are the details of my complaint:1.Background:I had an annual subscription with Adobe that renewed automatically on October 19, 2024, for $59.99 per month plus tax.A payment of $63.59 was taken from my account on November 22, 2024.2.Issue with Refund:After disputing the charge, the payment was initially refunded, but it was later recharged to my account.Despite assurances that the refund process would be completed, the amount has not been returned to my Cash App *********************************************************** ************* case number: ******************* received communication from Cash App Support (reference !00D5w07BcER.!500Ke06NrE8:ref) stating that the dispute was transferred for review and could take up to 45 calendar days. However, there has been no resolution.4.Details of the Transaction:Order Reference Number: BL2935267672 Subtotal Amount: $59.99 Total Amount: $63.59 Authorization Code: xxxxxx Payment Method: **** (ending in xxxx)5.Attempts to Resolve:I have contacted Adobe multiple times to resolve the issue. Despite assurances, the case has been closed without the refund being sent to my ********************* unresolved matter has caused financial inconvenience and frustration. As a paying customer, I expect transparency and prompt resolution, which Adobe has failed to provide.Requested Resolution:I request that Adobe immediately process the refund of $63.59 to my Cash App account and provide a detailed explanation of why the refund process was mishandled. Additionally, I ask for improved communication and accountability to prevent such issues in the future.
Business Response
Date: 03/10/2025
Hi Team,
Our records indicate that the billing document BL2935267672 has been successfully refunded on 20th Nov 2024 and there are not further charges for the membership as the plan stands as canceled.
Case# ADB-38974869-H7K0
(NIKHSHAR)
Initial Complaint
Date:02/27/2025
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.
Adobe canceled my subscription without properly informing me of their refund policy, resulting in unfair double billing to regain access to my account.I requested to cancel my Adobe plan because I was considering resubscribing later. Adobe offered me three free months to stay, but I was not informed that a refund would take 5-7 business days to process before I confirmed the cancellation. Had I known about the delay, I would have accepted the free months instead of canceling.After cancellation, I found out I was locked out of my account while my refund was still processing. Adobe refuses to reinstate my plan unless I pay again, effectively forcing me to pay twice for their mistake. Customer support repeatedly refused to escalate the issue to someone with real authority and only offered a temporary 7-day trial, which does not solve the problem.I am requesting one of the following reasonable solutions:1. Reinstate my previous plan without requiring me to pay again.2. Cancel the refund and restore my access as if the cancellation never happened.Adobe's failure to disclose key information before cancellation is an unfair business practice, and I should not be forced to pay twice for their oversight. I expect a fair resolution and an immediate response from Adobe corporate.
Business Response
Date: 03/07/2025
Apologies for the poor experience. We will contact the customer directly and assist.
********************** Case: *****************
(********)
Initial Complaint
Date:02/27/2025
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.
For over two years I have been paying for an Adobe FrameMaker subscription. I have never used it throughout 2 years, 4 months, and 15 days. During the entire subscription time period, never did Adobe send me links, information, or anything regarding the installation or access to the software. My account says I have the subscription, but it has never been installed, because Adobe never did send me information on how to access it, download it or whatever was necessary.
Business Response
Date: 03/05/2025
Apologies for the poor experience. Our records show that the customer subscribed to ********************** FrameMaker on October 12, 2022. Adobe offers a 14-day refund policy, allowing customers to cancel their plan within this period for a full refund. The customer reached out for technical assistance with the installation on January 11, 2022. Later in Feb 2025, when the customer contacted support again, our consultant assisted with the cancellation and provided a 3-month refund. As a one-time exception, we are now issuing an additional refund for 9 more months. The credit of $359.91 will be processed within 5-7 business days to the original payment method, bringing the total refund to $479.88 for 12 months.

Adobe Case: ADB-********-K8C7
LASHARMA
Customer Answer
Date: 03/06/2025

Complaint: 22996551

I am rejecting this response because I don't know what the original payment method was. There is a high chance that I don't have that payment credit card or method 3 years later. I will require Adobe to confirm the payment method and credit card number, if used. If not, then they can send me a check for the refund.

Sincerely,

******* ***********
Business Response
Date: 03/07/2025
The refund will be processed to the same payment method that was used for the purchase, as it remains consistent for both Adobe FrameMaker and Acrobat Pro. For security reasons, we cannot disclose the payment details unless the customer confirms them. However, you can sign in to your Adobe account to check the registered payment method, which will indicate where the refund will be credited.

Adobe Case: ADB-********-K8C7
LASHARMA
Customer Answer
Date: 03/25/2025
My response is that I have not, to date received refund payment from Adobe. They stated in the agreement that they would refund within 3-5 days to the account that it was originally paid from and where I am currently paying for another Adobe product, and that would be my ****** account. I have no refund in my ****** account from **********************. If they have proof of the refund to ******, I need a date and transaction number.
Business Response
Date: 03/25/2025
Apologies for the poor experience. We have already processed the promised refund, consisting of 12 payments of $39.99 each. Below are the reference numbers for three refunds that were initially cancelled by ****** and subsequently reissued on March 8, 2025. Additionally, we request the customer to contact ****** for written confirmation that the 12 refunds have not been received, along with an explanation for why three of the transactions were declined on their end.

BL2734154347
BL2761377067
BL2788708147

Adobe Case: ADB-********-K8C7
LASHARMA
Customer Answer
Date: 03/25/2025

Complaint: 22996551

I am rejecting this response because:
PsyPal informed me it is Adobes responsibility to contact ******. ****** informed me the do not reject refunds.

Sincerely,

******* ***********
Business Response
Date: 03/27/2025
Apologies for the poor experience. Our refund team has confirmed all the transactions are refunded. We request the customer to check their bank statement.

Adobe Case: ADB-********-K8C7
LASHARMA
Customer Answer
Date: 04/01/2025

Complaint: 22996551

I am rejecting this response because;
I checked my bank statement and there are no deposits to my account from **********************. I only have deposits from my military retirement and social security.
Adobe needs to stop lying and just send me a refund by check, since they cant apparently get it done any other way!
First, they said refund was sent to ******, and now the say it was sent to my bank.
Neither is true. I would be happy to send images from both ****** statement and my bank account statement. I have proof, and they dont.

Sincerely,

******* ***********
Initial Complaint
Date:02/25/2025
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 did a trial and Adobe refuses to cancel and remove card
Business Response
Date: 03/04/2025
Apologies for the poor experience. The customer should contact the seller from whom they made the purchase to request a cancellation and refund. Since the ******* Premium subscription was purchased through the Apple Store, Adobe does not have access to its orders and is unable to process the refund. Therefore, the customer should contact the Apple Store directly or attempt to cancel the subscription online using the Apple support link: **************************************.

Adobe Case: ADB-********-Z2N1
LASHARMA
Initial Complaint
Date:02/24/2025
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 was charged for 9 months, for Adobe Stock, which is a image app that Adobe asked me to sign up for with an Adobe subscription. They had used an expired card for the Adobe membership and kept charging me for Stock with no adobe access. They only offered me 3 months of credits and I believe I am deserved the full 9 months.
Business Response
Date: 03/03/2025
Apologies for the poor experience. The customer subscribed to a ****** trial for ********************** Stock - 10 assets a month on May 9, 2024, and used 5 out of the 10 available images during that period. Adobe provides a 14-day ***** period after the trial ends, allowing customers to cancel and receive a refund. However, the customer did not cancel within this timeframe or reach out to support for assistance. When he contacted us on February 24, 2025, requesting a three-month refund, the consultant assisted with the cancellation and, as a goodwill gesture, processed the refund for three months. This was done despite the Terms and Conditions stating that refunds are not available after 14 days and that subscriptions are not based on pay-per-usage.

Adobe Case: ADB-********-W0X3
LASHARMA
Initial Complaint
Date:02/24/2025
Type:Billing Issues
Status:
ResolvedMore 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 tried to cancel my subscription by email and phone. I was recently told I had only three months left on the contract. The ******** then said for the remainder, I would not have to pay anything. A few days later, I was charged yet again for $19.99
Business Response
Date: 03/03/2025
Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 11 Jun 2024. 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 & accepted an offer shared by the consultant for the next 3 free months. However, we have terminated her plan and initiated a refund as a goodwill gesture. The credit of $119.94 ($19.99*6 months) will be processed within 5-7 business days using the same payment method.

Adobe Case: ADB-********-D3P3
LASHARMA
Customer Answer
Date: 03/06/2025

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.

Sincerely,

***** *********
Initial Complaint
Date:02/24/2025
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.
Adobe creative cloud is causing problems with my Mac and there is no way to delete the app. There is no way to contact the company for assistance, the only option is support community. I need a phone call or a chat with someone because the only solution listed online is to use the creative cloud uninstaller, which I deleted.
Business Response
Date: 03/04/2025
Apologies for the poor experience. We will contact the customer and help her directly.

********************** Case : ADB-********-B4K2
(********)

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