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

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

• 

  Livefyre, Inc.

  360 3rd St Suite 700 San Francisco, CA 94107

• 

  Adobe Systems Inc

  601 Townsend St San Francisco, CA 94103-4907

• 

  Omniture, An Adobe Company

  550 Timpanogos Cir Orem, UT 84097-6212

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:11/21/2024

  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.

  My debit card has been fraudulently charged a recurring payment of $19.99 since June 2024. I contacted Adobe, and they confirmed that my card was used on another account. They stated that the account has been blocked but refused to issue a refund unless I provide the email address associated with the fraudulent charges, citing their data protection policy and GDPR guidelines. However, as these charges were unauthorized, I have no way of knowing the email address linked to the fraudulent account. Furthermore, my bank informed me that they can only dispute the charges for the first two months, leaving the remaining charges unresolved.

  Business Response

  Date: 11/22/2024

  pologies for the poor experience. On November 21, 2024, the customer reached out regarding unauthorized charges, explaining that her card might been stolen and used without her knowledge. As a result, the consultant advised her to dispute all the charges with her bank and cancelled the plan to prevent further billing. However, as a goodwill gesture, we will process a refund for three months, since the customer indicated that her bank could only dispute the charges for the first two months. A refund of $59.97 ($19.99 per month for three months) will be credited to the registered payment method within 57 business days.
  
  Adobe Case: ADB-********-L6P9
  LASHARMA

• Initial Complaint

  Date:11/21/2024

  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.

  Details of Transaction: - Transaction Date: 10/31/2024 - Amount: $63.59 - *************** Subscription - When cancelling my monthly subscription, I will have to pay $329.95 to cancel 9 days early for a $63.59 monthly subscription - I cannot find how to contact adobe to resolved this. - I cannot remove my payment method, stop automatic payment or cancel without paying this $329.95 fee - I've stopped the payment through ******. Reading online, they will report it to my credit. Isn't this violation of the Restore Online Shoppers' Confidence Act? I can't pay this fee for hidden text in an agreement as a general consumer.I just want to cancel this subscription and walk away from this company.

  Business Response

  Date: 11/27/2024

  Apologies for the poor experience. We discovered that the plan was subscribed to under a 7-day trial. Since the plan was not cancelled, a monthly charge was billed for it. However, we have cancelled the plan, waived the cancellation fee, and refunded USD *****. The refund will be credited within 5-7 business days.
  
  Adobe Case : ADB-********-V7G7
  (********)
  
  

• Initial Complaint

  Date:11/21/2024

  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.

  Signed up for Adobe free trial in March of 2024. Forgot to cancel, so paid for a full month of the service. When I tried to cancel, Abode refused to allow me to cancel and instead wanted to charge a cancelization fee. Forcing me to keep the service for 1 year, with a$19.99 monthly fee

  Business Response

  Date: 11/28/2024

  Hi Team,
  
  We have canceled the membership and there will no charges further. We have also processed the refund for the last 3 months as goodwill which will be processed within the next 5-7 business days.

  Refund# **.72

  Case# ADB-374504**-G9B2
  (NIKHSHAR)

• Initial Complaint

  Date:11/21/2024

  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.

  I signed up for a 7 day free trial of Adobe Acrobat. After using it for 1 day I attempted to cancel the trial. The website required loading several pages in order to get to a button that allowed me to cancel the plan. It took me 5 attempts to get to the cancellation screen because the screens keep erroring out and I have to restart. When I finally did get to the cancellation screen, I clicked on the cancel my plan button and received the message that "we are not able to process your request". This is a scam.

  Business Response

  Date: 11/27/2024

  Apologies for the poor experience. We have checked the account, and the plan has been cancelled. The customer will not be billed for any charges for the Adobe Acrobat pro plan subscribed under the 7 day trial.
  
  Adobe Case : ADB-********-S2S4
  (********)
  
  

• Initial Complaint

  Date:11/21/2024

  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.

  On Oct. 28, 2024; I ordered Adobe Acrobat Pro. I was having problems using their product. Every time I opened Adobe Reader, it kept crashing. I decided I did not want to use this product. From their website, my account states I had no plans. There was no option on there to cancel my account. I made a phone call yesterday using ************** (I am deaf) and my Relay operator was a male. (All through the call the **************** representative kept calling me ***** I kept trying to cancel my account and the **************** representative was trying to have me change to a different plan. I was determined to cancel. When I was getting no where, I hanged up. I got an email today asking if they would change me to a $9.99 a month plan instead of $19.99 a month. I just want to cancel my account!

  Business Response

  Date: 11/28/2024

  Hi Team,
  
  Our records indicate that the membership is canceled and the services will stop working on 5th December 2024. There will be no further charges.

  Case# ADB-37450321-M1P7
  (NIKHSHAR)

• Initial Complaint

  Date:11/21/2024

  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 signed up for a free trial online. When trying to cancel, Adobe makes it impossible to do so. You literally have to jump through hoops in order to find the cancel option. When I did find the cancel plan option, it says Unable to ********** I have tried logging in from 3 different browsers, yet I still cannot cancel. Adobe is implementing unfair business practices in order to prevent customers from cancelling their free trial so they can continue to bill them on a monthly subscription. Please cancel my plan immediately. I signed up online and do not want to wait on hold for customer service.

  Business Response

  Date: 11/27/2024

  Apologies for the poor experience. We have checked the account, and the plan has been cancelled. The customer will not be billed for any charges for the standard plan subscribed to under the 7 day trial.
  

  Adobe Case : ADB-********-H9Y3
  (********)
  

  
  

• Initial Complaint

  Date:11/20/2024

  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 called Adobe for customer technical support because of an issue I was having with the new software. I spent over two hours on the phone, having to speak to several ***resentatives, who clearly did not know how to remedy the situation. Whenever you call Adobe tech-support they always want to do a screen-share operation. They always tell you that they are not gonna do anything to your computer, but they always do. I had a very bad experience where in Adobe *** took over my computer and completely screwed things up, and all Adobe could say was oh that's too bad we're really sorry! So I am reluctant to let Adobe take take over my computer. After all is said and done a supervisor that I spoke to told me she was going to send me an email and to respond to that email with a detailed description of what the problem was. Even though I had spent two hours on the phone with Adobe explaining what the problem was. I took my time out of my day to create a screen share video and email it back to the email I received from this support technician. I got an email responding saying you have reached a mailbox that is on monitored. I am sick and tired of having to deal with Adobe. They practice passive resistance. They do not want to offer tech-support to their customers over the phone, so they have practices like horrible cold music, really bad connections, and very much noise in the background. It is excruciating. I am sick and tired of adobe ripping me off.

  Business Response

  Date: 11/28/2024

  Hi Team,
  
  We will reach out to the customer.
  
  Case# *****************
  (NIKHSHAR)

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22584468
  
  I am rejecting this response because:

  Adobe called me FOUR TIMES on Thanksgiving. The next day they called me again and I spoke to a "Photoshop" representative and spent an hour on the phone only to find out that the only thing I could do to solve the problem was to downgrade the software to an earlier version. This representative confirmed that the person I had spoken to earlier in the week had gave me incorrect information. Since Adobe is support is departmental, I could not get help with my InDesign software problem during that same call. The representative told me he would have somebody from the ********************* call me that day between the hours of 12:30 and 2pm. I made myself available during those hours, but I did not receive a call. On Monday morning, while I was in the middle of my workday, a representative from Adobe called me saying he was going to help me with my InDesign software. I was not able to step away from work in order to spend the inordinate amount of time it takes to deal with Adobe customer service representatives. the main problem with Adobe tech-support is that it uses up an egregious amount of my time. The representatives are difficult to understand, repeat themselves over and over again, and always want to do a screen share on the computer which really ***** up a lot of time. I should not have to take valuable time out of my day to troubleshoot problems with Adobe software. It costs me money! He asked me if I wanted to arrange a call for later in the week. I told him that I might have some time on Thursday morning. I will not be surprised if I do not get a call during that time, but an email saying, "When would you like us to call you?" None of my issues have been resolved, and I have spent probably about 3 hours on the phone with Adobe since I started having the problem.
  
  In my initial complaint, I requested to be contacted by AN ADMINISTRATOR from Adobe. It is very clear to me that the people who are in charge of the show at Adobe do not want to deal with customers. I got several calls from rank-and-file customer service representatives who weren't even supervisors. If Adobe cannot have somebody who can solve my problem with one phone call, I want to be compensated for the customer service that I've paid for.

  Sincerely,
  
  **** ******

  Business Response

  Date: 12/16/2024

  Hi Team,

  We will reach out to the customer.

  (NIKHSHAR)

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22584468
  
  I am rejecting this response because:

           The situation is still unresolved...

  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/19/2024

  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.

  I signed up for a 7 day trial of Adobe InDesign on 8/31/2024, and since I didn't cancel in time (1 day), I was charged on 9/9/2024. I attempted to cancel the subscription in mid-Oct and they indicated they would. I was charged by Adobe for Oct and Nov of 2024. I have attempted to contact them to 1. cancel my service and 2. process refund. They claim that they have NO record of me, any email and any charges the made to my bank. I provided several pieces of proof, but they say they cannot stop the service unless I give them the email that was used to purchase. Attached are the emails and bank account charges.

  Business Response

  Date: 11/26/2024

  Apologies for the poor experience. We discovered that the customer was being billed for a plan under the email *******-*****ca-00@**********. We have canceled the plan and raised a refund for the charges that were billed. The refund of USD ***** will be credited within 5-7 business days.
  
  Adobe Case : ADB-********-B5G7
  (********)
  
  

• Initial Complaint

  Date:11/19/2024

  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.

  Adobe's customer service is continually creating problems and not adhering to promises they've made. Then they make you jump through hoops to get the issues corrected. In this case Adobe promised 3 months of free service/credits after my surprise bill at the end of Sept (see attached). Yet I was charged in Oct and my account shows I will be charged again in Nov. I called and was transferred to several people who said they had no idea about this offer, yet when I read it out loud (from the Adobe email that was sent to me) all of a sudden they could see it. Instead of giving me the refund for the month I should not have been charged, the agent said he could offer 3 NEW months of free service, which is not what was originally offered/confirmed. I reiterated no, I want me refund bc Adobe did not follow their new contract and he said I have to now speak to yet another manager (mind you I've spent over 45 mins already on the phone). I said no...either you adhere to the contract or I file a dispute with my bank. He continued to talk over me and ignore my request for a refund and kept saying I needed to speak with someone else, yet WHY WOULD I when this is a clear Adobe issue and at the very least he should be able to relay/confirm??Adobe consistently does illegal things like this and does not care. This is not the first time by any stretch. This needs to be escalated to someone who can fine them for these consistent issues. I want the refund I am owed without having to spend another 45 mins of my time explaining THEIR ISSUES. (Oh, and I tried email and chat and could not reach anyone. All bounced back or just kept asking repeat questions to cause frustration.)

  Business Response

  Date: 11/28/2024

  Hi Team,

  Our records indicate that the refund of USD ****** has been processed as 3 month of last charges.

  Case# ADB-37450041-P8Z1
  (NIKHSHAR)

• Initial Complaint

  Date:11/19/2024

  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.

  Complaint Title: Unauthorized Charges by Adobe for Services Already Provided by School Complaint Description:I am writing to formally lodge a complaint against Adobe Systems for unauthorized charges to my account despite having access to Adobe services through my educational institution. My school provides Adobe services as part of a broader institutional agreement, yet Adobe has continued to bill me personally.Key Details:Adobe Account Email: [Your email address]Charges in Question: Provide the specific dates and amounts ************** Verification: [Include details of your schools subscription if possible, such as program details or proof of eligibility.]Previous Attempts to Resolve: I have attempted to resolve this matter by checking my subscriptions and contacting Adobe support through [briefly state method, e.g., email, phone, or chat support] on [date(s)] but have not received a satisfactory resolution.Desired Resolution:1.A full refund for any unauthorized charges incurred.2.A thorough review to ensure my account reflects that I am covered under my schools Adobe plan.3.Assurance that no future charges will be applied incorrectly.I trust the Better Business Bureau will assist in facilitating a resolution to this matter.

  Business Response

  Date: 11/26/2024

  Apologies for the poor experience. We discovered that the customer was being billed for a plan under the email *****@************. We have canceled the plan and raised a refund for the charges that were billed. The refund of USD ****** will be credited within 5-7 business days.
  
  Adobe Case : ADB-********-J7X0
  (********)