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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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Adobe Systems, Inc. has 12 locations, listed below.

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    Customer Complaints Summary

    • 929 total complaints in the last 3 years.
    • 331 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:01/09/2025

      Type:Product 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.
      *** cancelled all adobe services. Ive checked all other accounts that may have had adobe and they all say I do not have an active subscription.Would like a complete cancellation, refund of all charges since cancellation, and a formal apology letter.Monthly charge of $34.99 on debit card ending in 3683.This is a known issue at adobe that recurrent billing happens far beyond adobe. Unethical business practices.

      Business Response

      Date: 01/10/2025

      Apologies for the poor experience. We will reach out to the customer directly, as multiple accounts under different email addresses associated with the customer have been canceled. Once the correct account and email address are verified, we will proceed to assist the customer with any applicable refunds, as these accounts were created by the customer using her email address.

      ********************** Case: *****************
      LASHARMA

    • Initial Complaint

      Date:01/08/2025

      Type:Customer Service 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 got charged December 1st for ***** and January 1st for *****. The business provides different applications. For me, I bought one for creating animation videos. They won't remove my credit card information from their system. Adobe says they will not resolve it.

      Business Response

      Date: 01/17/2025

      Hi Team,

      Our records indicate that there is no active membership on the account, hence, there will be no further charges.

      Case# ADB-38176998-B8V2
      (NIKHSHAR)

    • Initial Complaint

      Date:01/06/2025

      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 installed Adobe reader. Without asking permission it installed McAfee. My computer is acting very oddly now, I cannot use it properly. I cannot uninstall McAfee. I've spent hours on this and don't have a working computer. I try to restart my computer and it has been showing restarting for hours. Basically you broke my computer.I want a reimbursement for my time and lots of computer use. It is absolutely unacceptable to install software on my computer without my permission.

      Business Response

      Date: 01/10/2025

      Apologies for the poor experience. We will directly contact the customer. We couldn't locate any subscription or product associated with the email address used to raise this complaint. It is possible that the customer installed ********************** Reader from a third-party website and unintentionally left the box for the free McAfee installation checked.

      The customer can uninstall ********************** Reader and McAfee using the following links:

      Uninstall Adobe Reader : ****************************************************************************************
      Uninstall McAfee : *****************************************************************

      After completing the uninstallation, if the customer wishes to use ********************** Reader, it can be downloaded from the official website: **********************************************.

      For additional support with free software, the customer can visit the ********************** Forums: *********************************************. If they have an active subscription, they may share the correct email address, and we will be happy to assist further.

      Adobe Case:ADB-38065777-M5D4
      LASHARMA

      Customer Answer

      Date: 01/14/2025

       
      Complaint: 22772066

      I am rejecting this response because:

      They didn't address my concerns and they blamed another website. I download it accurate reader from their website and they chose to install another program secretly without my permission. That problem has not been addressed at all.

      I realize that they won't do anything and I'm going to give up complaining, but I'm definitely not happy with their business practice. I wasted almost 5 hours on fixing the problem including 1 hour tech help with McAfee.

      Thank you for your help in this.

      Sincerely,

      ***** *****

      Business Response

      Date: 01/16/2025

      Thank you for your response. I deeply regret the inconvenience and frustration this experience has caused.
      The option to install McAfee is included in the download process with a pre-selected checkbox, and I understand how this may have been easily overlooked, resulting in unintended software installation. Your experience is important to us, and while we are unable to fulfill your request for a new laptop, we genuinely value your feedback as an opportunity to improve our practices.


      Adobe Case:ADB-38065777-M5D4
      LASHARMA

      Customer Answer

      Date: 01/17/2025

       
      Complaint: 22772066

      I am rejecting this response because:

      On your website you're offering free download of adobe reader. Nowhere does it say that you're sneakily trying to install McAfee.

      When I download from shareware sites I expect things like that and I look for check marks. I don't do that for software I download directly from the company. It is unacceptable business practice for a professional company. You've clearly gone down the dark side.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:01/06/2025

      Type:Customer Service 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 am filing a complaint against Adobe Photoshop. I have reached out to them several times to try to amend an issue. I have a subscription under an email address that I no longer have access to due to not being an employee of that company. I have tried to send several emails, and I have tried to use their support system, but no one will get back to me. I have been charged $150 when the account was supposed to be canceled months ago before I lost access. Adobe assured me they would cancel it, and Im still being charged.

      Business Response

      Date: 01/13/2025

      Apologies for the poor experience. We discovered that the customer was being billed for an ********************** stock plan while the Photoshop plan had already been cancelled. However, we have cancelled the stock plan and raised a refund of USD ******, which will be credited within the next 5-7 business days.

      ADB-38096114-G4G6
      (********)

    • Initial Complaint

      Date:01/06/2025

      Type:Product 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 have been attempting to cancel my adobe subscription for several months. At my own fault, I have been unable to sign into my account. I do not remember when it auto renews but I know that I have to cancel it soon or I will be stuck paying for another year of a product I quite literally never use. Please cancel my membership or turn off auto renewal and let me know when to expect it to stop withdrawing from my account. If I could have a refund of the last few months at least that would be awesome considering I have not used this product in easily 6+ months. I believe I used it 5 times max when I signed up and that was it.

      Business Response

      Date: 01/17/2025

      Hi Team,

      We have processed the cancellation of the account. As a good will we have also processed the refund of last 3 months which will be credited within the next 5-7 business days.

      Refund# ADB-38176908-C2N4
      (NIKHSHAR)

      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.

      I can confirm my refund has been received. Thank you so much! 

      Sincerely,

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

    • Initial Complaint

      Date:01/06/2025

      Type:Order 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 was charged for a yearly plan when I was on a trial basis. tried to cancel and got the below message. after system was back on they charged me an ****** early cancelation for yearly program when I signed up for a monthly plan. My wife's accound under ****************** was the account charged. ***** contracts offering monthly amount then cancelation makes you pay for yearly. Adobe has really gone down on their customer service. Would like refund for "annual contract early termination" I signed up for monthly and tried to cancel during trial period.

      Business Response

      Date: 01/10/2025

      Apologies for the poor experience. We found that the customer subscribed to a ***** trial for ******************************************* All Apps on 11/19/2024. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their annual plan and get their money back. We understand that the customer could not cancel within the trial period, and when he cancelled it online, then as per the Terms and Conditions, the system processed the cancellation with the fee. The customer never opted for month to month plan; however, we have initiated a refund for the cancellation fee as a goodwill gesture. The credit of $158.89 ($149.90+$8.99 tax) will be processed within 5-7 business days to the payment method registered with Adobe.


      Adobe Case: ADB-********-F1C6
      LASHARMA

      Customer Answer

      Date: 01/13/2025

       
      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:01/06/2025

      Type:Product 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 was charged for a renewal I did not agree to or authorize at a price more than two times higher than the price of the one year service agreement I purchased the previous year. I received no notice of the renewal or an invoice for the charge. When I noticed the charge in my credit card, I contacted Adobe to request immediate cancellation and a refund. I requested proof that I allegedly authorized a renewal, but the merchant could not produce any. Despite the absence of authorization, Adobe refused to cancel the renewed subscription or refund the amount wrongfully charged.

      Business Response

      Date: 01/17/2025

      Hi Team,

      Our records indicate that a refund has already been processed.

      Refund# USD 454.52

      Case# ADB-38176859-Q2L9
      (NIKHSHAR)

    • Initial Complaint

      Date:01/06/2025

      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 bought an adobe acrobat pro software in 2013. I register the product on 07 September 2013. Last month the Adobe acrobat pro on my PC stopped working. I received an error stating that my registration is invalid. I called Adobe they said that it since I tried to install it on a new PC and the suite is only intended to be used on 2 PCs. I explained that I stopped using 1 pc and upgraded to a new one and Adobe did not work on the new machine either. They still did not fix it. they tried to get me to buy an upgraded version. I was very frustrated, but I was able to do my work on my laptop. Then today Adobe stopped working on my laptop and gave me the same error. Adobe trying to force me to buy a new software. I'm happy with the old version and want to be able to use it since I paid for it. I did not just rent it for a period of time.

      Business Response

      Date: 01/13/2025

      Apologies for the poor experience. We will contact the customer directly and help.

      ********************** Case : ADB-********-G5Z4
      (********)

      Customer Answer

      Date: 01/15/2025

       
      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:01/06/2025

      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.
      I signed up for a one-year monthly subscription for Adobe standard pro on 1/2/24. I went to the Abode site on 12-15-24 indicating I wanted to make my cancellation effective 1/2/25. The web site indicates I had to wait to cancel on 1/2/25 to avoid an early termination fee of $12.99. I waited until today - 1-2-25 to cancel and was charged $6.99. This is a rip off. I want my $6.99 back and I do not want to deal with Adobe ever again

      Business Response

      Date: 01/13/2025

      Apologies for the inconvenience. We discovered the customer was billed the cancellation fee as the plan was under an annual commitment with monthly billing. However, we have raised the refund for the amount of USD 6.50 which will be credited within 5-7 business days.

      Adobe Case : ADB-********-W6D3
      (********)

    • Initial Complaint

      Date:01/06/2025

      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 the Adobe Creative Suite v5.5 software package back in the mid-2000's. It was still working fine. Adobe's license states the software can be installed on two computers at a time. I recently purchased a new, updated computer and followed Adobe's instructions to unlicense it on my old computer to transfer the license to my new computer. The transfer was not successful. I called Adobe support to correct the issue and they said that turned off/disabled the transfer mechanism so essentially, Adobe took away/stole my ability to use the software I paid for. Adobe has moved to a subscription basis but that should not affect my ability to use the software package I paid for. That's all I want, to be able to use the software I paid for on my new computer. The software may be outdated to Adobe, but it was not outdated for my use. If they are not going to support new activations, they need to come up with a way so that users can use the software they paid for.

      Business Response

      Date: 01/10/2025

      Apologies for the poor experience. We will directly contact the customer to help because there is no product registered under the email from which the customer has raised the complaint.

      ********************** Case: *****************
      LASHARMA

      Customer Answer

      Date: 01/13/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and they did contact me, I updated my email address with them. They provided me with a new Serial Number and now I can use the software. So I find that this resolution is satisfactory to me.Thank you very much for your assistance with this issue.

      Sincerely,

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

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

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