Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:12/03/2024

      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 was charged for something I did not order. I called the company and spoke to someone who gave me a very hard time. I insisted the charge was unauthorized, then he put me on hold for 10 minutes, then hund up on me. I DO NOT have an account with **********************.

      Business Response

      Date: 12/12/2024

      Apologies for the poor experience. We observed that the plan was subscribed to under a 7-day trial, after which the customer was billed the monthly charge. However, we have cancelled the plan with the refund of the three billed charges. The refund of USD ***** will be credited within 5-7 business days.

      Adobe Case : ADB-********-P3M9
      (********)

    • Initial Complaint

      Date:12/02/2024

      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 had canceled a subscription with them, but they still keep taking money out of my account and I cannot get a hold of anyone in customer support I just got charged today $10.59 from them for a subscription. I do believe, if I remember correctly, I deleted my entire account with them so Im not sure why theyre still charging me Id like a refund and my account to be closed, because this is insane. I canceled because I simply could not afford it anymore

      Business Response

      Date: 12/09/2024

      Apologies for the poor experience. Upon investigation, we found no active subscription associated with the email used to lodge the complaint. However, the customer has a Photography plan under a similar email address that has never been cancelled. Hence, we have cancelled this subscription, and as a gesture of goodwill, we have processed the refund of $31.77 ($10.59*3 months). This refund will be credited within 5-7 business days to the payment method registered with Adobe.

      Adobe Case: ADB-********-R5R9
      LASHARMA

      Customer Answer

      Date: 12/11/2024

       
      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:11/26/2024

      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.
      In December of 2023, I reached out to Adobe about being charged for a subscription I did not sign up for. I again got charged for that subscription along with the one I did sign up for the following month. On 1/27/24 I made a written complaint to them about being over charged and requested a refund and all subscriptions to be cancelled. They refunded me the amount requested on 2/2/24.On 2/5/24 I received an email stating my subscription was cancelled, however, the following month I got charged again for my original subscription. I reached out a couple times within that time period to now. Im now being charged over twice the amount of my original subscription which should have been completely cancelled several months ago. Today 11/26/24 I reached out to customer service once again and two people left the chat when I provided proof Ive already cancelled. Im requesting the following charged me refunded and my account be completely disabled as I will not do business with them again. February 2024- $17.31 March 2024- $17.31 April 2024- $17.31 May 2024- $17.31 June 2024- $17.31 July 2024- $17.31 August 2024- $17.31 September 2024-$17.31 October 2024- $17.31 November 2024- $37.88 Totaling: $193.67 I would have came back when I was ready, had the funds and time to play with it but since they continued to charge me after cancelling and reaching out multiple times I no longer want to do business with them again.

      Business Response

      Date: 12/05/2024

      Apologies for the poor experience. In January, a chat disconnect from her end prevented her request to cancel Adobe Stock from being actioned, causing additional billing that was later refunded. No action was taken on the Creative Cloud All Apps cancellation request made in February because the customer was responding to closed cases.
      The customer subscribed to an annual Edu plan for Creative Cloud All Apps at $17.31/month, including a 30-day free Adobe Stock trial. She didnt cancel Adobe Stock within the trial, leading to $32.46 charges for two months, refunded in February when Adobe Stock was cancelled.
      In November, the Creative Cloud All apps subscription was cancelled with a last charge of $37.88. To address her concerns, we are refunding $155.79 (9 months x $17.31)for Creative Cloud charges from February to October as a gesture of goodwill. The refund will be processed within 5-7 business days.

      Adobe Case: ADB-********-S5F8                                                                                                   
      LASHARMA

    • Initial Complaint

      Date:11/26/2024

      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.
      To whom it may concern,I am writing to file a complaint against **************************** regarding unauthorized charges to my ****** account and the subsequent lack of resolution from their customer service team. ********************** has charged my ****** account $19.99 on three separate occasions (November 22, October 21, and September 21) for a Pro subscription I did not authorize. When I contacted Adobe customer service to dispute the charges, the agent informed me that the charges were for a Pro subscription. I explained that I never signed up for this service, and the agent transferred me to the refund department.The refund department agent requested a copy of a cancellation email as proof, which I could not provide since I never subscribed to the service in the first place. Despite this, the agent confirmed they would cancel the subscription but refused to issue a refund for the unauthorized charges. Additionally, the agent stated that I would be charged over $80 as a cancellation fee, which I find outrageous given that I never agreed to the subscription. When I expressed my frustration, the agent said there was nothing more they could do but assured me that their superior would call me within two hours to resolve the matter and issue a full refund. Unfortunately, I never received the promised call.I am seeking a full refund for the unauthorized charges and the cancellation fee. Adobes handling of this situation has been highly unsatisfactory, and I hope the Better Business Bureau can assist in resolving this matter. Thank you for your attention to this issue.Sincerely,***** P ****

      Business Response

      Date: 12/04/2024

      Apologies for the poor experience. We checked the account and we discovered that the plan was cancelled as per the customer request. We have raised the refund for the 3 months that the customer was billed. The refund of USD ***** will get credited within 5-7 business days.

      Adobe Case : ADB-********-D2S2
      (********)

    • Initial Complaint

      Date:11/25/2024

      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.
      DATE OF TRANSACTION: Nov 22, 2024 AMOUNT: ***** WHAT THE BUSINESS COMMITTED TO PROVIDE YOU: Access to the Adobe Acrobat suite on their website.WHAT IS THE NATURE OF THE DISPUTE: Adobe took my payment for the subscription to their service on Nov 22, 2024 but every time I try to use the product, I get the attached notice (See screenshots below) saying my account has been suspended for non payment. When I reached out to their customer service via chat, I was told by two different representatives that they could not locate the transaction so no refund could be given. I managed to get them to cancel the subscription and, to further protect myself from further charges, but they have refused to refund the *****. Since I cannot use the product, I demand a refund. ****** TRANSACTION ID - ******************* I have screenshots of the ****** Transaction, a Dated screenshot from the Adobe website stating

      Business Response

      Date: 12/04/2024

      Apologies for the poor experience. We discovered that the customer was being billed for a plan under a different email which is mo****bc7**@*********. Since the plan was already cancelled, we have refunded USD *****. The refund will show in 5-7 business days.

      Adobe Case : ADB-********-X1J5
      (********)

      Customer Answer

      Date: 12/06/2024

       
      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:11/25/2024

      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 have been having an issue for quite some time now and tried to get help, to no avail. On my computer, I install Adobe Acrobat Pro 7 because I paid for it and own a license. The issue is that every single time I restart my computer, for some unknown reason, when I turn it back on it has been updated to the Adobe Acrobat Reader and my Acrobat Pro 7 is gone.This wouldn't be an issue, except for the fact that it does not give me permission to access any of the app and asks me to upgrade. It just really ***** paying for this app and then it getting automatically upgraded to a non paid version of the app and makes me uninstall and reinstall each time I boot my computer.This is such a time consuming process and Adobe takes like 15 minutes to uninstall off my computer. Every day for the past 150ish days I have done this.The last time I reached out for help, the agent did not provide any relevant information and was not listening to my request. He told me multiple times you don't support Acrobat 7. I am not asking them to support it. I am asking why it keeps changing to the new Adobe Acrobat Reader?

      Business Response

      Date: 12/10/2024

      Hi Team,

      We will reach out to the customer.

      Case# *****************
      (NIKHSHAR)

      Customer Answer

      Date: 12/11/2024

       
      Complaint: 22602231

      I am rejecting this response because: they have not contacted me. They can do so at ************. I received an email saying they left a Voicemail, but they did not. My responses in email never get responded to so I prefer to be called.

      Sincerely,

      ***** ******

      Business Response

      Date: 12/23/2024

      Hi Team,

      We will reach out to the customer.

      Case# *****************
      (NIKHSHAR)

      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:11/25/2024

      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 cancelled my subscription and they keep billing me after I've cancelled. I have proof in my bank account of the cancellation fee. I've been billed more than once and would like to see it all credited back, but if they would just cancel and stop charging me that would be fine.

      Business Response

      Date: 12/05/2024

      Apologies for the poor experience. Upon investigation, we found no active subscription associated with the email used to lodge the complaint. However, the customer has two separate subscriptions under two different email addresses, each with distinct pricing. This explains the two charges appearing on separate dates. Neither subscription has been cancelled. We will reach out to the customer directly via email, validate the accounts, and proceed to cancel and refund the subscription the customer wishes to terminate while retaining the one he chooses to keep.

      Adobe Case: ADB-********-C3L6
      LASHARMA

    • Initial Complaint

      Date:11/25/2024

      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.
      Several months ago I signed up for photoshop license and 20 dollars a month. I haven&#**;t been able to use it by not being able to utilize a computer with it. I tried to cancel the subscription but I kept going to 5 different people and finally they said they&#**;d give me 3 months free and charge me again in march. I told them no I want it canceled.

      Business Response

      Date: 12/10/2024

      Hi Team,

      We have canceled the membership and there will be no charges.

      Case# ADB-37629714-V7L7
      (NIKHSHAR)

    • Initial Complaint

      Date:11/25/2024

      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 signed for an Adobe personal account in April. Then in May, I switched to an enterprise account. On May 16, I sent an email to Shweta ***** asking for a cancellation of my personal account, to which she responded she will. However, it wasn't cancelled, so I reached out again on July 21, to which she said will get it cancelled. However, after months of waiting my credit card has been charged, therefore double charging me for both personal and enterprise accounts. I would like ******************** to help with canceling my personal account and refund $121.46, which represents the double charges from June to November.

      Business Response

      Date: 12/04/2024

      Apologies for the poor experience. We have cancelled the subscription with the full refund as a gesture of goodwill and will also investigate the cause of why the requested cancellation and refund were not made earlier. The refund for 8 months for SGD ****** (SGD 24.58*8) will be credited within 5-7 business days to the payment method registered with Adobe.

      Adobe Case: ADB-********-G7S9
      LASHARMA

    • Initial Complaint

      Date:11/22/2024

      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.
      Hard to cancel subscription with hidden fees.I want to complain about that my subscription to Lightroom plan with 1TB ($10/month). When I start this subscription there is no clear statement about there is cancellation fee on it. But when I tried to cancel this I noticed there is about $45 cancellation fee for this annul plan. I was trying to contact the support team from Adobe to inquiry about this fee but found in both chat and phone it is hard to reachout to an agent that can help me.

      Business Response

      Date: 12/03/2024

      Apologies for the poor experience. We have checked the account, it shows that the Lightroom plan the customer had was cancelled as per the request without any cancellation fee charge. The customer would not be billed the monthly charges for it anymore.

      Adobe Case : ADB-********-Z6B8
      (********)


      Customer Answer

      Date: 12/07/2024

       
      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,

      Nan Du

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.