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.

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.

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
(********)
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.
Company adobe cloud costumer service Misrepresented sold my a bad service with too many glitches I could not use the program without wasting days and weeks of time due to faulty programs in after effects rotoscope
Business Response
Date: 03/04/2025
Apologies for the poor experience. We checked the account and discovered that the Creative Cloud All apps plan was cancelled with a refund as requested; we have cancelled and refunded the charges billed for Acrobat AI, too; the refund will show in 5-7 business days.

Adobe Case: ADB-********-L3H5
(********)

Customer Answer
Date: 03/05/2025

Complaint: 22975129

I am rejecting this response because: I have not received all of refunds in last few months dealing with this issue ..said there server was fixed on ** works for a short period then issues with afteretx and rotoscope ..

Sincere**,

** *****
Business Response
Date: 03/07/2025
Apologies for the poor experience. We have checked the account, and it shows that all refunds that we raised were processed. The refunded amount will be credited within 5-7 business days.

Adobe Case: ADB-********-L3H5
(********)
Initial Complaint
Date:02/19/2025
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've been charged like I have 2 accounts in adobe creative and didn't register 2 in one and it's crazy that. Cause I don't suppose to have 2 accounts in one. I only fill one and also I only want to play for 1 plan as well
Business Response
Date: 02/26/2025
Apologies for the poor experience. We have checked the account, and it shows that a similar plan was cancelled due to nonpayment in August 2024, due to which the existing Creative Cloud All Apps plan was subscribed to in November 2024. There is only one active plan that the account holds, and no duplicate charges have been billed to date. We have, however, action complete cancellation of the previous plan to make sure it does not confuse you in the future.
Adobe Case : ADB-********-N6Z1
(********)
Initial Complaint
Date:02/19/2025
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.
On February 5, 2025 I ordered the free 7-day trial for the Illustrator software which ended on February 12, and on February 10, 2025 I ordered the InDesign free 7-day trial which ended on February 17. I did cancel both programs before they ended. According to Adobe?s policy, subscription charges do not go into effect unless cancellations occur after the 7-day periods end, and I have stated that I cancelled the two free trials ahead of the deadline. Before the 17th, when the InDesign trial ended, and anticipating that Adobe would likely try to impose a subscription on my account that I had no intention of ordering, I tried to remove my debit card from ******* where Adobe would charge my account, but ****** blocked this, requiring me to replace the card I tried to remove with another one. But today, 2/18/25, I received a ****** statement indicating that Adobe deducted $31.40, probably for a subscription of some kind, none of which I ordered from Adobe. I later learned it was for Adobe Stock, software for photo processing. I don?t even have a camera to take pictures, so why would I even want that subscription? It took a considerable amount of my time to call Adobe to get a refund ordered, and ******, to file a dispute. That time I needed for my business efforts.I want Adobe to state that they will stop charging me for any more items I did not order, and ****** to allow me to remove any card I choose to, which is my right. I know I will need to submit a valid card when I purchase items with ******, but there were no pending transactions. The announcement they sent me that they were closing any payments is useless, because it did not apply to the unauthorized $31.40 charge against my card by Adobe today.
Business Response
Date: 02/26/2025
Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Illustrator and InDesign and both were cancelled within the trial period. However, the customer also got stock with 7 day trial, which she might have missed and was billed for. We can see that when the customer contacted support on 19th Feb. 2025, the consultant helped her with the cancellation and the refund of $31.40. The consultant also informed her by email that the refund has been processed and will be credited within 4-5 business days to the payment method registered with Adobe.

Adobe Case: ADB-********-Y9G5
LASHARMA
Customer Answer
Date: 02/28/2025

Complaint: 22960043

I am rejecting their claim that I ordered a free trial of Adobe Stock, which is completely false. Of course, I accept their refund, which they owed me, but the refund would have been unnecessary if they had had the decency to operate in an ethical manner, by not imposing the free trial on me that I have no interest in, and made no notification to me about and by not deducting an unauthorized subscription fee.
:

Sincerely,

****** ******
Business Response
Date: 02/28/2025
Before proceeding with the final payment, customers should uncheck the option if they don't require anything beyond what they need. We appreciate the feedback, and Adobe will continue to analyze it. The free trial is designed to help customers explore and enjoy our ********************** products.
Customer Answer
Date: 03/03/2025

Complaint: 22960043

I am rejecting this response because their statement "Before proceeding with the final payment, customers should uncheck the option if they don't require anything beyond what they need." is ridiculous. There was NO final payment; Adobe automatically deducted the $31.40 without my prior knowledge or approval. And I shouldn?t need to uncheck any "options," since I indicated NO FURTHER INTEREST IN ANY OF ***** OTHER PRODUCTS after the Illustrator and InDesign free trials were cancelled before their deadlines.
Adobe should accept their responsibility to act in an. ethical manner, not hold the customer responsible to correct their wrongful actions.,

Sincerely,
****** ******
Business Response
Date: 03/05/2025
Apologies for the poor experience. We have already helped the customer with the cancellation and the refund of $31.40. We support customers who accidentally sign up for a plan or forget to cancel after their trial ends. As a goodwill gesture, Adobe assists with cancellations and refunds in such cases.

Adobe Case: ADB-********-Y9G5
LASHARMA
Initial Complaint
Date:02/18/2025
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 an Adobe stock contributor. Adobe owes me over $200 for purchases their customers made of my artwork. ********************** closed my account for before I could collect my money due to "suspicious activity" on my account and has NOT provided any meaningful information after numberous attempts to the company.
Business Response
Date: 02/24/2025
Apologies for the poor experience. We will contact the customer directly and assist.

********************** Case : ADB-********-J3F2
(********)

Customer Answer
Date: 02/26/2025

Complaint: 22951675

I am rejecting this response because:
Thank you for reinstating my account. However, you sent me a 1099-MISC for 2024 taxes in the amount of $189.45. Since you removed $177.09, you need to send me a new 1099-MISC for the correct amount. Please send ASAP, as I am doing my taxes this week.
Sincerely,

***** ****

Business Response
Date: 02/28/2025
Apologies for the poor experience. We will contact the customer directly and assist.

********************** Case : ADB-********-J3F2
(********)
Initial Complaint
Date:02/14/2025
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 have canceled,my membership on several occasions because I kept being charged. There are three $19.99 charges oto my bank account. I lost my first dispute and by the time that I was able to receive a response for my resubmission, I was charged twice more.
Business Response
Date: 02/22/2025
Apologies for the poor experience. The customer never subscribed to a ***** trial and purchased Acrobat Pro DC on August 14, 2024. Customers have a ****** window to cancel their plan for a full refund. In this case, the customer attempted to cancel online but accepted a two-month free offer, which resulted in no charges for September and October. Once the free period ended, billing for the annual plan resumed in November. Since then, the customer has not attempted to cancel the subscription, either online or by contacting support.
As a goodwill gesture, we have proactively terminated the plan without any fees and issued a four-month refund. A credit of $79.96 will be processed within 5-7 business days to the original payment method.

Adobe Case: ADB-********-P8F6
LASHARMA

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