Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

929 total complaints in the last 3 years.
333 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:11/15/2024
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.
The company or fixed predatory subscription tactics. You can choose to pay monthly but are locked in with a 1 year contract. When you try to cancel, you are hit with a $299 termination fee.
Business Response
Date: 11/21/2024
Hi Team,
Our records indicate that there is no active membership on the account and on cancellation charges were found while the cancellation process was completed.
Case# ADB-37339052-W4M9
(NIKHSHAR)
Initial Complaint
Date:11/15/2024
Type:Billing Issues
Status:
ResolvedMore 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 have had an Adobe subscription for the past nine years without issue ****************************************** I suddenly started being billed $19.99 a month for something I thought was a one-time charge! I found out today that Adobe has me on two parallel annual subscriptions to the tune of approximately $400/year! For 8 years I have paid $155 annual. When I tried to cancel this additional subscription online, I found that I had already paid $60, and now Adobe wanted $89 to cancel my "annual subscription" early! I tried to contact Adobe via chat and I was disconnected twice by the associates after lengthy wait times. What really bothers me about this is that I would have just cancelled and taken the $60 hit, but the fact that Adobe wanted to ***** me, a long-term customer, for another $89 in this economy is just infuriating. I would like the entire charge for the "extra" account removed. This was NOT authorized by me, nor do I believe it was properly disclosed. It is way outside my budget and not necessary to my business.
Business Response
Date: 11/20/2024
Apologies for the poor experience. We discovered that the plan was never cancelled in the past. However, we have cancelled the duplicate plan and raised the refund for the 3 months that were billed. The refund of USD ***** will be credited within the next 5-7 business days.

Adobe Case: ADB-********-K9H8
(********)

Customer Answer
Date: 11/21/2024

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:11/14/2024
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.
I've had my Adobe Acrobat Reader: Edit PDF account since 2023. Account: **************************** I pay $9.99 a month. With this subscription I can use Adobe on any platform including phone, laptop, and browser. My most recent payment was on 10/28/2024. On 11/13/2024 Adobe stopped working. The live chat agent told me the application is not compatible with my devices (phone and laptop) and there is no other way to make the app work. This did not make any sense because I've been using the program since 2023. I was told to uninstall and reinstall the program. I did. It did not solve the problem. I signed in and out of my accounts. It did not fix the issue. I am still unable to use even the browser version (******************************). I believe that my account is blocked because upon login I am being asked to pay, and I already paid for the month. I am not interested in changing subscriptions or paying more for a subscription. I want Adobe to fix the issue with my account and keep my monthly subscription.
Business Response
Date: 11/21/2024
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Customer Answer
Date: 11/25/2024

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.
When should I expect to hear from Adobe?

Sincerely,

**** ******
Initial Complaint
Date:11/14/2024
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.
This started in Sept of 23. I ***** ****** started my acct prior to this date but was exploring the video animation world of editing, I ***** ****** then found what is called Adobe Character Animator, where the person in reality can create a virtual puppet via Photoshop and transfer the *** file to CH and via webcam, control its movement from the eye pupils, down to the feet via webcam or by keyboard, so I ***** ****** watched a couple tutorials and created one starting with the head and face area, and instantly I was having problems, I contacted ***** ****** contacted tech support and tried to trouble shoot the issues but there was no resolution. So instead of canceling my acct, ********************** credited me month to month with the result of getting over one year of service at no cost. But the issue is not over as of Nov of 24, there has never been a resolve to this issue, Adobe actually told me to get a new system. In which my hardware is fully capable of running there software. I want a resolution of the continuance of service at no cost.
Business Response
Date: 11/22/2024
Apologies for the inconvenience. We will contact and help the customer directly.
********************** Case: *****************
(********)

Customer Answer
Date: 01/16/2025
In the prior weeks before 1/14/25 Adobe released an update v25.1, I installed the update and restarted my Apple M1 MacBook 2020, days later when I opened a few of my projects Aep the software v25.1 required a video conversion in order to perform. I performed the video conversion from a v24.x to the v25.1, and with 3 days the software began multiple crashes, I uninstalled the v25.1 a few times and reinstalled it, the software started to freeze/glitch, I attempted to transfer my folders to a Western Digital Eaststore 5TB Hard drive but due to the software glitching/freezing, I was unable to transfer the folder, which included over 9 months of custom graphics, sound effects, finished videos, etc, I ***** ****** resulted back to After Effects v24.5, so not only do I ***** ****** want this case reopened but I ***** ****** also want subscription(s) extensions for my file and work losses equaling to 5 years of Adobes All-in-one package, Thank You
Business Response
Date: 01/20/2025
Apologies for the inconvenience. We will contact and help the customer directly.

********************** Case: *****************
(********)

Customer Answer
Date: 01/23/2025

Complaint: 22550647
To whom it may Concern, I ***** ****** have been contacted by Adobe systems in an attempt to fix the Creatice Cloud software issues, but I ***** ****** do feel that there would be no resolution to this issue as myself and Adobe Systems have been corresponding with each other in an attempt to fix the issue(s), Adobe Systems even went as far as performing a screen recording of my (***** ******) Apple M1 MacBook Air to visualize the virtual creation, construction, and performance of a Character animated virtual puppet for 1080p-to-4k resolution videos, and still...No result within the resolution. So no< I ***** ****** am not satisfied....

Sincerely,

***** ******
Business Response
Date: 01/24/2025
Apologies for the poor experience. The account shows that we tried to contact the customer and also sent an email requesting the best contact number and best time to call. Please ask the customer to reply to the email with the requested details.

Adobe Case : ADB-********-R8W6
(********)

Customer Answer
Date: 01/29/2025

Complaint: 22550647

I have responded to Adobe systems email, but I ***** ****** a still not satisfied by the results and the fact that the Adobe systems software program After Effects, completely crashed my entire system, still loosing 9 months or more of work!

Sincerely,

***** ******
Initial Complaint
Date:11/14/2024
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.
When I made a trial purchase of Adobe pro on my cell phone, I had 14 days to cancel and didn't. At which time they would charge me a subscription fee. Fair enough. What they hid was the draconian cancellation fee that everyone including myself would incur if we cancelled. This is meant to take advantage of people. I want my subscription to this service terminated immediately without the cancellation fee.
Business Response
Date: 11/18/2024
Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro on 04/01/2024. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. We understand that the customer could not cancel within the trial period. Hence, we have terminated his plan without any fee and initiated a full refund as a goodwill gesture. The credit of $172.72 will be processed within 5-7 business days using the same payment method.

Adobe Case: ADB-********-X8M7
LASHARMA
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 purchased an intstallation of "Adobe Premier Elements 2024" unfortunately due to a multiple disk / pc failure after installations, I am unable to reactivate my license as the two installations have now been completed. According to Adobe, the only way I can re-install is to deactivate the old installations before I can re-install. This of course is impossible as I have no way of getting access to those applications as the disks have failed. Adobe refuses to help as they say its impossible to reset the licenses and steer me to a monthly subscription, which I do not want
Business Response
Date: 11/20/2024
Apologies for the poor experience. We will contact the customer and help with the request directly.

Adobe Case : ADB-********-M3G5
(********)

Customer Answer
Date: 11/21/2024

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:11/12/2024
Type:Product Issues
Status:
ResolvedMore 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.
Beginning in September ****************************************************************************************** October 2024. My account on the ********************** website states I have no plans in use. I contacted Adobe to have this cancelled. The customer service *** kept asking for the same information over and over. Finally he said the payments would stop. This morning I checked by bank account online and see that a NEW withdrawal has been made.I would like a refund of all the withdrawals.
Business Response
Date: 11/18/2024
Apologies for the poor experience. We will directly contact the customer because there is no subscription under the email from which the customer has raised the complaint.

********************** Case: *****************
LASHARMA
Customer Answer
Date: 11/21/2024

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:11/06/2024
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.
The company will not stop billing me after I have requested them to do so. It is now two months
Business Response
Date: 11/12/2024
Apologies for the poor experience. We discovered that the plan was never cancelled in the past, due to which the customer was billed for the plan. However, we have cancelled the plan and have raised the refund for USD 9.99. The refund will be credited in the next 5-7 business days.

Adobe Case : ADB-********-Z9L6
(********)
Initial Complaint
Date:11/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 charged me $19.99 on Oct-06-2024. I had not signed up for any adobe services so I called their customer service line and spoke with a representative. After speaking with the representative for a while it was brought to light that this charge was linked to one of my old student emails. I have not been in school for over 5 years. I asked to have the charge removed and to be refunded but was told no. It was not until I told the representative that I was going to call my credit card company and dispute the charge through them that he agreed to cancel the charge and refund me. It is now Nov-******* almost exactly one month later and I have not been refunded. Not sure how they linked the credit card they charged to the email address they used since I did not have this card when I was a student.
Business Response
Date: 11/08/2024
Apologies for the poor experience. We will directly contact the customer because there is no subscription under the email address from which the customer has raised the complaint.

********************** Case: *****************
LASHARMA
Customer Answer
Date: 11/12/2024

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:11/06/2024
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.
Predatory and misleading subscription model with burdensome cancellation fee
Business Response
Date: 11/14/2024
Hi Team,
We have processed the refund for the cancellation as an exception which will be credited within the next 5-7 business days.
Refund# USD 97.49
Case# ADB-37218607-W3K7
(NIKHSHAR)

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