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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.
    • 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:01/06/2025

      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.
      On Monday, December 23, 2024, I considered purchasing an adobe pro subscription. When I arrived at their website, I was offered a 14 day free trial, which I accepted. On December 31, 2024 I was charged $32.57 for a subscription, despite being told I would only be charged at the end of my free trial. I did not want to purchase this subscription. I cancelled the plan immediately. Adobe will not give me my money back.

      Business Response

      Date: 01/17/2025

      Hi Team,

      Our records indicate that a refund has already been processed.

      Refund# USD 32.57

      Case# ADB-38176788-B2P8
      (NIKHSHAR)

    • Initial Complaint

      Date:01/03/2025

      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.
      The transactions began on Feb. 28, 2024, in the amount of $19.99/monthly. I was enrolled in classes through **** for my BA in Digital Photography, which is why I opted for the student discounted plan through Adobe. However, I changed majors - and have been pursuing my BS in Criminal Justice since May 2024, when I started working for the county (Legal Assistant at the ******************** I do not/have not used this subscription in over a year; all the while, my money has been taken out of my account religiously every month. That's a total of $229.89, all for one app - because I only utilized one app - and I am hurt and frustrated that it was impossible to get out of the contract. I cannot believe it's 2024 and people are still being (what I believe to be robbed) by these large corporations. I have heard many people filing lawsuits against Adobe over this, and rightfully so!!

      Business Response

      Date: 01/10/2025

      Hi Team,

      We have canceled the membership and there would be no further charges. However, there has been usage as shown in our records, hence, as one time exception and as a goodwill we have processed a refund for the last 6 months. The refund will be credited within the next 5-7 business days.

      Refund# USD 119.94

      Case# ADB-38054901-R4W7
      (NIKHSHAR)

    • Initial Complaint

      Date:01/03/2025

      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.
      We called into Adobe customer support to address the multiple accounts that are open that were done on our error. The customer service rep ******** barrier made it difficult for us to progress and was un-wiling to transfer us to a supervisor or somebody who can break the ******** barrier.We had to cancel (2) services we had no knowledge of signing up for. The Adobe Customer rap was unclear as to why we needed to pay for a plan that we wished to cancel. We reached an impasse due to ******** barrier and no confidence in Adobe's Representative for not charging us to cancel a subscription.

      Business Response

      Date: 01/04/2025

      Apologies for the poor experience. We have cancelled all individual plans, including Adobe Express, Acrobat Pro, Adobe Stock (10 assets per month), and the Creative Cloud All Apps individual plan, without any charges. Additionally, we have issued a refund for the last three charges of $89.97 ($29.99 per month for three months) for Adobe Stock (10 assets per month). This refund will be credited to the payment method registered with Adobe within 5-7 business days. The customer now have only one license for ******************************************* All Apps under his business account, with a monthly charge of $95.39 ($89.99 + $5.40 tax).

      Adobe Case: ADB-********-S5P8
      LASHARMA 

    • Initial Complaint

      Date:01/03/2025

      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.
      I signed up for a trial of Adobe Illustrator on 12/6/2024. The email I got said the trial ended on 12/13/2024. I canceled my trial on 12/11/2024, receiving an email confirmation of the cancellation. I subsequently I got a bill for $52.74 from Adobe for Illustrator on 12/14/2024. Luckily credit card is on hold and therefore will not pay this charge. I do not owe it and will not pay it. I attempted to contact Adobe customer support, but that link just loops back to my account page.

      Business Response

      Date: 01/07/2025

      Apologies for the poor experience. We checked the account and found that the Illustrator plan had already been cancelled. The triggered charge was for the Adobe stock plan, which the customer also subscribed to. We have cancelled the stock plan and ensured he is not billed for it.

      Adobe Case : ADB-********-M9B0
      (********)

      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:12/30/2024

      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 was charged for a subscription "Creative Cloud All Apps 100GB" that I never signed up for. I am trying to cancel. They want to charge me a cancellation fee of $149.00. Since I never signed up for it, I should not be charged a cancellation fee.I did sign up for a Adobe Acrobat Pro free trial. It makes no sense that I would have two subscriptions that provide the same service. They are trying to charge the cancellation fee. This is consumer abuse and fraud. They are a multibillion dollar company that has automated and aggressive marketing practices. I'm sure it was some hidden fee somewhere. Please have them investigate this.

      Business Response

      Date: 01/02/2025

      Apologies for the poor experience. We found out that the Creative Cloud all apps plan had already been cancelled according to the customer's request in the past, and the cancellation fee was waived. A refund of USD ***** was also raised with the cancellation; it was to be credited to the customer account within ************************** days of the refund being raised.
       
      Adobe Case: ADB-********-N6K3
      (********)

      Customer Answer

      Date: 01/07/2025

       
      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:12/20/2024

      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 just recently noticed that I had been getting double charged for Adobe Acrobat Pro from April of 2023 through October 2024. I contacted Adobe to cancel the subscription altogether and asked if they could refund the backlogged double charges, to which they said they could not and that I should contact my bank. My bank was able to refund the charges to my account for only the past 60 days. I recognize that it was an oversight on my part for not catching the double charge much sooner, but I believe it is only right that Adobe make good on the extra charges. I am asking for a refund in the amount of $362.27. I can provide banking statements as proof if necessary.

      Business Response

      Date: 12/27/2024

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

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

      Customer Answer

      Date: 01/04/2025

       
      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:12/20/2024

      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.
      Their website is confusing and they get you into signing up to stuff you do not need. I needed it to use acrobat pro for one week while in school and I was deceived and enrolled into anual commitment and which then I had double charges because I thought it was all one package, but there was 2 packages that they enrolled me into then cancellation fee was $170.00 which it went down to $49.99 after a few months. So they acquired over $304.43 in payments plus the $54.70 cancellation fee on 12/20/24.Each payment was $21.88 on the 6th and the 19th of each month since June 6th.and ***** on Dec 19th. Order numbers are:AB04346100265EUS AB04012802939CUS I would like to refund me all the way back to July. They can keep June.

      Business Response

      Date: 12/27/2024

      Apologies for the inconvenience. We discovered that the plans were never attempted to be cancelled in the past, but they are cancelled now. We have raised a refund of USD ******, which will be reflected in 5-7 business days.

      Adobe Case : ADB-********-M6Q9
      (********)

    • Initial Complaint

      Date:12/20/2024

      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 contacted Adobe customer support on December 19th to resolve this issue. During these conversations, my concerns were dismissed, and I was informed that the overcharge would not be refunded. The representative was unhelpful and refused to acknowledge the error.Adobe's actions are unacceptable. I was initially charged the correct promotional price, only to be overcharged a few days prior. Then, despite being offered a monthly rate to retain my subscription, I am being threatened with a full year's payment to cancel. This is a clear case of being overcharged and is inconsistent with the agreement I accepted on November 27th.I request the following resolution:1.An immediate refund of $44.64 to my original payment method.2.The ability to cancel my subscription without being penalized for the full year's cost, as I accepted a monthly promotional rate.I have attached copies of my billing statements and other relevant documentation to this complaint. I expect a prompt and fair resolution to this matter. Thank you for your time and attention.

      Business Response

      Date: 12/23/2024

      Hi Team,

      We have canceled the membership without the cancellation charges and processed the refund which will be processed within the next 5-7 business days.

      Refund# USD 32.38

      Case# ADB-37811180-V0T6
      (NIKHSHAR)

    • Initial Complaint

      Date:12/17/2024

      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.
      Can not change plan through the phone, online account or through the ** chat.Very deceiving to consumer.This is concerning Creative Cloud Package all apps change plan to just Adobe pdf.I will also ban this company with my bank; I want NO more charges for ALL APPS...

      Business Response

      Date: 12/22/2024

      Apologies for the poor experience. We can see the customer contacted support, and the support representative downgraded her Creative Cloud all apps plan with a pro-rated refund of $56.12 to a new plan of Acrobat Pro at a discounted price of $12.99/month for a year and shared the details over email.
      The refund gets credited within 5-7 business days to the payment method registered with Adobe from the day it is processed.

      Adobe Case: ADB-********-C2T5
      LASHARMA

      Customer Answer

      Date: 12/30/2024

       
      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:12/17/2024

      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.
      I am unable to cancel my Adobe subscription . I have attempted to cancel but the prescription continues. I have spoken with my bank to stop payment however Adobe continues to charge. The process to access the login does not allow me to cancel. I wish to cancel and seek BBBs help in securing the cancellation. Thank you,******* ********

      Business Response

      Date: 12/23/2024

      Hi Team,

      We have canceled the membership. It has also been observed that the customer have never used the services, hence, we have processed the refund which will be credited within the next 5-7 business days.

      Refund# USD 225.12

      Case# ADB-37810987-R4B5
      (NIKHSHAR)

      Customer Answer

      Date: 12/31/2024

       
      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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