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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

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    Customer Complaints Summary

    • 929 total complaints in the last 3 years.
    • 333 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:01/27/2025

      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.
      Charged after free trial despite immediate cancellation. Canceled right after signing up and was charged 7 days later.

      Business Response

      Date: 02/04/2025

      Apologies for the poor experience. We have checked the account, and it shows that USD ***** was refunded when the plan cancellation was processed online. The refund takes 5-7 business days to be credited to the account, which the customer would have received already.

      Adobe Case : ADB-********-C6D3
      (********)

    • Initial Complaint

      Date:01/22/2025

      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.
      Adobe has chareged me double for the same thing, they have made it difficult to cancel and to view their cancelation policies until its too late. They do not have any options to contact them or any support availabe. Their messaging is misinforming and makes it very diffuclt to undersand their cancelation policy.

      Business Response

      Date: 01/30/2025

      Hi Team,

      We have checked the account details and found that there is no active membership. Please share the details below so that we can investigate further.

      Amount Charged
      Date of Charges
      First six and Last four digits of the card
      Name on the card

      Case# ADB-38365389-W0R1
      (NIKHSHAR)

    • Initial Complaint

      Date:01/22/2025

      Type:Service or Repair 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 purchased Adobe - Lightroom CC (1 Year Subscription) - Mac, Windows [Digital] from new egg and redeemed this on my adobe account after cancelling my previous subscription in December 2024. But until now I still don't have access to my new 1 year subscription due to adobe technical issues. I tried to contact adobe 3 times through customer service live chat, but none of the agents were helpful to resolve the issue. The most recent experience were very frustrating, because they kept transferring me to different department instead of helping me to solve the issue. The last agent just ended the call after joining without even looking into the issue. Because I haven't been able to use my product, I would like to get a new one year subscription or refund the $79.99 I paid initially to get the subscription.

      Business Response

      Date: 01/27/2025

      Apologies for the poor experience. One of the floor managers has already informed the customer via email on 22 Jan. 2025 that the redemption code has been redeemed successfully on his Lightroom plan with 1TB of storage. Since he has cancelled the auto-renewal on the plan, he will have access to the subscription until 9 Dec 2025. 

      Adobe Case: ADB-********-G5V3
      LASHARMA

      Customer Answer

      Date: 01/28/2025

       
      Complaint: 22843598

      I am rejecting this response because: As I mentioned in previous conversations with the agents, the subscription is in cancelled status and I hasn't been able to use it since Dec, 2024. This is a technical issue on Adobe side. 

      I still request either add a new active one year subscription to my account or refund me the cost of $79.99.

      Sincerely,

      ***** **

      Business Response

      Date: 01/29/2025

      Apologies for the poor experience. We provided the customer with a new Redemption Code and closed the case after confirming with him that his issue was resolved.

      Adobe Case: ADB-********-G5V3
      LASHARMA

      Customer Answer

      Date: 01/30/2025

       
      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 do hope their customer service department could handle such cases better in the future, to avoid bad user experience. 

      Sincerely,

      ***** **

    • Initial Complaint

      Date:01/22/2025

      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.
      I signed up for a free trial of Adobe After Effects via their website on June 16, 2020. I believed I cancelled it but was charged $46.24 CAD on June 24, 2020. Adobe charged me monthly from June 24, 2020, to April 24, 2021, at $33.06 USD monthly, converted based on exchange rates. Charges stopped after April 24, 2021, and I havent subscribed to any Adobe products since. Three years later, starting Jan 24, 2024, Adobe began charging me again monthly and is continuing to do so. On Oct 29, 2024, I checked my Adobe account for active subscriptions but there was no record of any subscription on my account. I then used their chatbot feature and requested to talk to a human agent. After providing all possible emails, my postal code, and credit card details, the agent found no charges. On Nov 9, 2024, I again tried communicating through the chatbot and clicked a prompt saying Check my billing history and plan details. The ** chatbot auto-replied saying it found three charges linked to my email. Upon connecting with an agent again, they denied any charges tied to my email or credit card. I've tried to dispute the charges with my bank but they keep telling me I must resolve the issue with the merchant. I've been charged $1015.45 to date.The ************************** sued Adobe on June 17, 2024. The *** alleges Adobe violated consumer protection laws by:- Enrolling customers in default subscription plans without clear disclosure.- Pushing annual plans with undisclosed early termination fees.- Making cancellations difficult.- Failing to clearly disclose subscription terms.- Failing to obtain informed consent.Quoting a ******** article:The *** also said Adobe forces subscribers who want to cancel online to navigate unnecessarily through numerous pages, while those canceling by phone are often disconnected, are forced to repeat themselves to multiple representatives, and encounter "resistance and delay" from those representatives....

      Business Response

      Date: 01/29/2025

      Apologies for the poor experience. We were able to track the account for which the customer had been billed since January 2024. We have cancelled the plan and raised refunds for the charges that were billed. The refunded amount will be credited within 5-7 business days.

      ADB-38357393-W3F8
      (********)

    • Initial Complaint

      Date:01/22/2025

      Type:Service or Repair 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.
      December 2024 was the month adobe pro was requested. I am being charged for adobe pro and some sort of AI assistant. I chose a monthly subscription and no longer need the program. I tried to find a number on the website to contact a person. No phone number listed ANYWHERE! I chose to chat with a "virtual" contact and was redirected (via link). When the link redirected me a warning that I will be charged a $109 fee for cancelling my subscription. I wish to have this issue resolved without a cancellation fee of $109!!

      Business Response

      Date: 01/26/2025

      Apologies for the poor experience. We will directly contact the customer to help because, from the email, the customer has raised the complaint does not have any Acrobat Pro plan with AI assistant.

      Adobe Case: ADB-********-L2C6
      LASHARMA

      Customer Answer

      Date: 01/28/2025

       
      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 ONLY if there is no charge for cancelling subscriptions.

      Sincerely,

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

    • Initial Complaint

      Date:01/22/2025

      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 have been charged from Adobe on or around the 9th of every month and on around the month on the 23rd for ***** -for all of 2024! and whose knows it may have been in 2023 too . I have only authorized one account - not two. That is an overpayment of $259.68 per month!

      Business Response

      Date: 01/30/2025

      Hi Team,

      We have checked the account details and found that there is no active membership. Please share the details below so that we can investigate further.

      Amount Charged
      Date of Charges
      First six and Last four digits of the card
      Name on the card

      Case# ADB-38365585-Q3R4
      (NIKHSHAR)

      Customer Answer

      Date: 02/04/2025

       
      Complaint: 22839944

      I am rejecting this response because: I did have active accounts but just shut them off and disputed all charges with my bank 

      Sincerely,

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

      Business Response

      Date: 02/07/2025

      Apologies for the poor experience. We located the duplicate account and cancelled it, issuing a refund of $378.70 on January 31, 2025. Once we process the refund, it gets credited within 5-7 business days to the payment method registered with Adobe. We advise the customer to review her bank statement, as this information was also shared via email on the same day.

      Adobe Case: ADB-********-Q3R4
      NIKHSHAR

    • Initial Complaint

      Date:01/16/2025

      Type:Order 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.
      Early termination fee of $109.95 that wasnt disclosed when I signed up for their monthly $19.99 Acrobat pro plan.

      Business Response

      Date: 01/20/2025

      Apologies for the poor experience. The customer subscribed to an annual Acrobat Pro DC plan with monthly payments on January 1, 2025. Customers have a ****** period during which they can cancel their plan and receive a full refund. We understand the customer attempted to cancel after this period, which, under the terms and conditions of an annual plan, triggered an early termination fee. However, as a gesture of goodwill, we have cancelled the plan without any fees, allowing the customer to continue using the subscription until January 30, 2025. We recommend that the customer consider a month-to-month plan, which does not require an annual commitment, though it comes at a higher cost compared to the annual plan.

      Adobe Case: ADB-********-T5B8
      LASHARMA 

    • Initial Complaint

      Date:01/15/2025

      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.
      The software has been nothing but problems for me. Trying to delete it off my Mac has been next to impossible. Did not function the way there was supposed to. **** shutting down. Erasing all the progress I would happen to make. Claim a free trial To use all of its features, but did not get to use features at all. Now it sends me nonstop notifications that I cant get rid of. Thanks a lot. Id steer clear if I was you. The only resolution Im looking for is to get the heck off of my computer entirely with your notifications with your app with your emails. Everything just leave me the heck alone is that asking too much. It seems to be.

      Business Response

      Date: 01/21/2025

      Apologies for the poor experience. We checked the account and observed that the customer had never been billed for the plan, as the payments were always rejected. However, we have cancelled the plan and made sure that the customer does not get billed for the plan at all.

      Adobe Case : ADB-********-Y5S7
      (********)

    • Initial Complaint

      Date:01/14/2025

      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 charged me double payments of $21.61 for 5 years. They have refunded me for the ************************** for 48 months of extra payments. I want the remainder of the money they owe me returned in the amount $1037.28. Notes:

      Business Response

      Date: 01/23/2025

      Hi Team,

      We have processed the refund for last 48 months as well which will be processed within the next 5-7 business days.

      Refund# USD 842.52

      Case# ADB-38267638-T7S8
      (NIKHSHAR)

    • Initial Complaint

      Date:01/10/2025

      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.
      My credit card was charged in the amount of $23.88 on August 8, 2024 - the charge description was "ADOBE **** 408-536-6000CA." I did not order this product. I have been in the hospital and undergoing rehabilitation. I also did not receive any e-mail or other communication notifying me of this charge. I would greatly appreciate a refund. I also want to ensure I will not be charged again in the future. I am concerned I might have been signed up for some form of auto renewal. Please cancel any subscription that may have been set up in my name. I request that no further charges be placed against my credit card. Thank you for your assistance.

      Business Response

      Date: 01/17/2025

      Apologies for the poor experience. We found that the customer subscribed to an ********************** Acrobat Export PDF subscription on 08/08/2015 under a different email. This plan auto-renews every year for $23.88. We understand that the customer wanted to cancel, so we have terminated his plan and initiated a refund as a goodwill gesture. The credit of $23.88 will be processed within 5-7 business days to the payment method registered with Adobe.

      Adobe Case: ADB-********-B4X4
      LASHARMA 

      Customer Answer

      Date: 01/23/2025

       
      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,

      **** ******

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

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