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

  10490 Little Patuxent Pkwy Ste 200 Columbia, MD 21044-4960

• 

  Adobe Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  Adobe Systems Inc

  601 Townsend St San Francisco, CA 94103-4907

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:02/13/2025

  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.

  This is a deceitful company. It has been reported online that the Adobe website DOES NOT show subscription plans or the option to remove payment methods, but the customer representative continuously blamed me, telling me to switch profiles, do this and that. After many times of repeating myself that I have done everything and still do not see the plans to cancel or the option to remove payment methods, the customer representative reluctantly helps me. This is unacceptable. Adobe needs to fix their website and not blame the customer for their faulty website.

  Business Response

  Date: 02/19/2025

  Apologies for the poor experience. We have checked the account. It shows that the plan cancellation was processed as per the customer's request, and the billing details were removed from the account. We have ensured that the customer is no longer billed for the plan.
  
  Adobe Case : ADB-********-C2C9
  (********)

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22937214
  
  I am rejecting this response because this is an enterprise account that was provided to me by my company and I was being charged for services that are already included on the enterprise account.  The reason for my charges was never answered by the customer service representative who also tried to charge me a cancellation fee when I questioned why I was being charged.  I would like to know why I was charged for services that are provided on the enterprise account and for a plan that I could not see on my account under Plan/Manage Plan/ and I switched between Personal and Business without any luck of seeing the plan that I was being charged for.  This issue has been reported by other people as well so it is not an unknown issue.  I want to know why I was being charged for a plan that I could not manage/see on my end no matter what profile switching I tried per the customer service representative's suggestion. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/27/2025

  Apologies for the poor experience. We will contact the customer and help directly.
   
  ********************** Case: *****************
  (********)
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  hi,on feb 1st 2025 I signed up for adobe acrobat premium free trial. I canceled the free trial on feb 7th within the specified time frame. However on 2/10/25 adobe still billed my credit card 0210# for 28.90$. I contacted adobe customer support and they assured me a refund would be issued because I was under the 14 day policy for full refund .They told me too contact ****** play in regards too the refund however ****** play declined a refund .....claiming it wasn't in their policy. Even though I canceled my free trial within the specified time frame....

  Business Response

  Date: 02/17/2025

  Apologies for the poor experience. The customer cancelled his trial on the 8th day, resulting in a charge. When the plan was cancelled, the system automatically processed a refund. We are currently investigating why the refund was not received on time. However, when the customer contacted support, the associate also reached out to the refund team on the same day (February 13, 2025) to process a refund of VND *******. The customer will receive the refund within 4 to 6 business days to the original payment method registered with Adobe.
  
  Adobe Case: ADB-********-Q2V3
  LASHARMA

  Customer Answer

  Date: 02/22/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/12/2025

  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.

  Hello,I have been selling my designs as a designer with Adobe for about 6-7 years, but on 02/06/2025, they closed my account by citing 3 of my designs as the reason (although they were the designs I designed myself in ********* and although I presented them the original designs) and did not send my accumulated balance payment (about 170 dollars).and I sell these designs in many other ********* account is still closed and I can't receive my accumulated payment. Can we find a solution to this issue? I would like my payment to be made and my account to be reactivated. Can you please help me?Thank you!***********************

  Business Response

  Date: 02/19/2025

  Apologies for the poor experience. We will contact the customer and help with the request directly.
  
  Adobe Case : ADB-********-R2R9
  (********)

• Initial Complaint

  Date:02/10/2025

  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 tried to cancel my adobe account for over a year and the company will not let me do so without paying money I did not agree to pay. I have been paying this account monthly and I do not wish to renew any plans with this company. They refuse to let me cancel the account without paying a fee. I did not sign any contracts and I do not wish to move forward with this company. I understand that my account is suspended, and I would like to formally request its cancellation. Please confirm that all associated data will be deleted as per your privacy policy.

  Business Response

  Date: 02/14/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro and AI Assistant for Acrobat on 01 June 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. The system informed her about the cancellation fee when she tried to cancel it online, per her annual plan's terms and conditions. She never contacted support to cancel. Hence, we have terminated her plan without any fee as a gesture of goodwill.
  
  Adobe Case: ADB-********-S8W1
  LASHARMA

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair 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 a perpetual MAC adobe pro license that keeps asking to activate thinking its running on other machinewhen its not. Tech support could not resolve Issue. I emailed corporate and got no response. Can someone please help

  Business Response

  Date: 02/18/2025

  Apologies for the poor experience. We will contact the customer and help with the request directly.
  
  Adobe Case : ADB-********-Y1N1
  (********)
  
  

  Customer Answer

  Date: 02/20/2025

   
  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:02/06/2025

  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.

  Ive been using Adobe for a long time. When I went back to school I decided to purchase my own subscription and utilize the student discount. Adobe offered a payment plan through ******. The full price of the product/service split into four equal payments over 1 month was very helpful for me. In November of 2024 my subscription renewed at a higher price point because I was no longer a student. It was fine I proceeded with keeping the subscription and the auto renew payments were made through ****** which made the higher price more manageable. On December 17 I received an email from Adobe saying my account was suspended. I received no further communication about my account status. That same week I received a message from Karens that the final installment payment would be coming out. I received no further communication from Adobe about the status of my account. I also have an Adobe subscription through my work. So today 2/5/25 I logged in to my personal Adobe account and see that my account is still listed as suspended despite the payments made on time through Klarna to Adobe. I chatted with a representative who told me that my account/subscription was actually cancelled and that there was no payment on file. I have receipts from ****** and my bank disputing that. Instead unfreezing/unsuspecting my account the representative told me I could repurchase the subscription. I argued that a suspension and cancellation are very different. It is a poor business practice and borderline unethical to offer a payment plan service to customers but not follow that services payment dates and then to cancel users subscriptions without warning.

  Business Response

  Date: 02/12/2025

  Apologies for the poor experience. We are currently investigating the reason behind the customer's subscription suspension after a month. However, the refund of $454.52 was processed on the same day the customer contacted support, and she should have received it by now.
  
  Adobe Case: ADB-********-F7B4
  LASHARMA

• Initial Complaint

  Date:02/05/2025

  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.

  Adobe does not provide the ability to cancel subscriptions online. Trying to cancel through the official account channel give you plenty of options to re-subscribe, or accept another offer, but trying to cancel is impossible, telling you instead: "We were not able to process your request. Please try again or get in touch with a support agent". Contacting customer service, they tell you to try again in 2-3 hours. This is ridiculous for such a large tech company in 2025

  Business Response

  Date: 02/11/2025

  Apologies for the poor experience. We have checked the account and see that the plan has already been cancelled, which assures that the customer will not be billed for the plan from now on.
  
  Adobe Case : ADB-********-P5H3
  (********)
  
  

• Initial Complaint

  Date:02/03/2025

  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 need Adobe Acrobat PDF. At Adobe,com, I thought I bought the Acrobat Pro subscription for $10.59. This sounded like a deal, so I said sure. Then, on my credit card, the charges were $21.19 on Dec. 15th, not $10.59, except I could not access the service because my portal said I still needed to subscribe. Again, when I tried to access the service, it was not possible. Adobe said I had two accounts because I have two email addresses. I have one credit card and one name, so last night I allowed remote access to show me how to access my servicemeaning I had been consolidated. But then I found out I was charged, last night, the $10.59. I have been charged $21.19 on Dec. 16th and $21.19 on Jan. 16th, as well as $10.59 on Jan. 5th and again on Jan. 29th (how, I have no idea because I thought last night was the 30th). I can no longer tolerate it when they want to call and speak by phone to rehash what I have explained to themwhat I have explained here about twenty million times. I have explained that to them and I said I needed to speak with an American. I said they only wish to be aggravating and they do not understand resolvement, as shown by all the charges though there was remote support last night. I believe they can see my accounts as they have been charging my card for the, supposedly, two accounts; and as I discussed and discussed I do have both ****************** and **************************** and my name is ***** E. **********. Simple, right? Adobe customer service is being bratty right now and I need money refunded and to understand what they thought I was paying for. How could it be three charges a month? They would not tell me what the $21.19 was about, so I had to be through talking with them. I recently canceled Creative Cloud is true. At that time, I explained I could only afford Acrobat.I need only one product or service, Adobe Acrobat Pro.I need a refund of $52.97, since their service started only yesterday.

  Business Response

  Date: 02/11/2025

  Apologies for the poor experience. The customer had two separate subscriptions under different email addresses. After contacting support, one subscription was canceled with a full refund. The other subscription, which the customer wishes to keep with a discounted Acrobat Pro plan, remains active, and a refund was also processed by a supervisor. A total credit of $74.17 ($21.19 + $21.19 + $31.79) will be refunded to the original payment method within 5-7 business days.
  
  Adobe Case: ADB-********-F3B7
  LASHARMA 
  
  

• Initial Complaint

  Date:02/03/2025

  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.

  Adobe advertises a "free" 7 day trial to use Adobe pro. I had signed up for this service back in July of 2024. I'm very diligent about canceling my free trials before the charge date which I again had done with Adobe.They not only charged me for the month but continued to charge my credit card account every month after.I've disputed charges on my credit card, requested a new cc & disputed the charges with Adobe. No one has gotten back to *****'s now going on 6 months I've been charged wrongly, I've requested a refund from Adobe but no response.

  Business Response

  Date: 02/11/2025

  Apologies for the poor experience. We will contact the customer and help with the request directly.
   
  Adobe Case: ADB-********-F4Q5
  ********
  
  

• Initial Complaint

  Date:01/30/2025

  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 did not authorize the purchase of $19.99. I expect a full refund of the $19.99.Thank you,**** ********

  Business Response

  Date: 01/31/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 07 Jan 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 and, therefore, got charged. Hence, we have initiated a refund as a goodwill gesture. The credit of $19.99 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-X2Y6
  LASHARMA