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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.
    • 332 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:11/04/2024

      Type:Sales and Advertising 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.
      Maybe Ive just been scammed like everyone else who uses adobe but Ive been paying hundreds of dollars a year without knowing for subscriptions that I have never used. Adobe makes incredible difficult to cancel and its impossible to call customer service. I had done so before and they assured me that all my subscriptions had been cancelled until I get a notification that they are still charging me. How is this allowed to happen at such a scale? I will never used adobe products again as they are scammers. I am not confident Ill be refunded as the last time this happened they only refunded going back 8 months. These people are huge crooks.

      Business Response

      Date: 11/13/2024

      Apologies for the poor experience. We discovered that both plans were recently cancelled at the customer's request. Following the cancellation, a refund of the charges billed was issued; the refund is credited within 5-7 business days.

      Adobe Case : ADB-********-C1J2
      (********)

    • Initial Complaint

      Date:11/04/2024

      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 signed up to purchase ************. I thought was a one time fee. I signed up for a money management app and saw I was being charged $50/month for stock photos. Its saying if I cancelled I will be charged a $150 order cancellation fee. I also am on adobes other plans and not sure how to get off. Ive already paid for months without knowing. This is why people avoid these subscriptions services. I tried cancelling in July and got a return email.

      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

    • Initial Complaint

      Date:11/04/2024

      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.
      Phantom charge from Adobe. Didnt sign up for any trials or services.

      Business Response

      Date: 11/14/2024

      Hi Team,

      Please provide more details related to the charges so that we investigate the account associated with it.

      Amount Charged
      Date of Charges
      First six and Last four digits of the card
      Name on the card

      (NIKHSHAR)

    • Initial Complaint

      Date:10/31/2024

      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 contacted my bank and was informed that there were 2 charges from Adobe that were made: 9/16/24 and 10/15/24 that were not authorized. I contacted my ATM card people to begin a fraudulent charge dispute for the amounts of $24.98 times 2 for a total of $49.96. My card has informed me that they are currently working to obtain the refunds; however, Adobe has not readily refunded the charges. The outcome I am working towards is a full refund for these charges and nothing ******* card company is Shazam, and their contact number is *************. I don't have an account/order/tracking number to provide to you for confirmation, but I contacted Shazam on 10/31/2024.

      Business Response

      Date: 11/04/2024

      Apologies for the poor experience. The customer started a ***** Acrobat Pro DC and AI Assistant for Acrobat's trial on 05 Sep 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, and the plan was converted into the annual plan, paid monthly subscription. Hence, we have terminated her plan without any fee and initiated a refund as a goodwill gesture. The credit of $49.96 ($19.99+$4.99 * 2 months) will be processed within 5-7 business days to the payment method registered with Adobe.

      Adobe Case: ADB-********-C4Q3
      LASHARMA 

      Customer Answer

      Date: 11/06/2024

       
      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:10/30/2024

      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 signed up for trial and have been unable to subscribe from this service. There is no way for me to cancel this service and Adobe continues to try to charge me for service. I spoke with an online *** to cancel this service. I was told this service is cancelled but they still continue to try to charge my card. This is illegal and unethical practices. I can't even delete the account in question. This company is working over hard to keep charging my card without authorization. Complete frauds. I can't delete this account unless the plan is active forcing me to pay. Scam

      Business Response

      Date: 11/06/2024

      Apologies for the inconvenience. We discovered that the plan was recently cancelled at the customer's request. We have raised the refund for the charge the customer was billed. The refund of USD ***** will be credited within 5-7 business days.

      Adobe Case : ADB-********-R5L3
      (********)

    • Initial Complaint

      Date:10/30/2024

      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.
      Case ID - ***************** - nearly 3 weeks ago, I went to the adobe creative cloud to find that 70 gigs of my data was gone. I have been told several times by ******* and Neha that they would contact me with a solution to my issue as I have been told this is the result of the manual file sync being decommissioned - but that should have only created a gap in data from the time of decommissioning (which I have no email on to my knowledge regarding the decommissioning of this service). The files were already synced tot he cloud prior to that. I have asked MANY MANY times for there to be a check done to see if the data is backed up anywhere, because as of now, Adobe - who I trusted with my data, has lost/deleted it without my knowledge or consent. They have indicated they would contact me back within 24 hours on 3 occasions and they have not. I have to escalate on social media to get anyone to call me. I have responded to emails with no response or canned answers that do not apply and are not logical solutions. Where is my data? Why have I been paying you 30 dollars every month for YEARS now? I have also asked to cancel my subscription with no help or follow up and if Adobe has truly lost all of my data - which includes files needed to complete my masters program, that they refund my money NOW or provide a back up of the files that were on the cloud and are now lost forever. They have been deceiving customers into believing their data is safe when it is not.

      Business Response

      Date: 11/20/2024

      Hi Team,

      We will reach out to the customer for assistance.

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

      Customer Answer

      Date: 11/22/2024

       
      Complaint: 22492323

      I am rejecting this response because: You have reached out to me several times with no solution. A manager was supposed to contact me last Friday and did not for the second time. This has been going on for over 5 weeks - when do you plan to provide a real solution or refund? Why was my case closed again if you plan to reach out?

      Sincerely,

      ****** ****

      Business Response

      Date: 12/20/2024

      Hi Team,

      We will reach out to the customer.

      (NIKHSHAR)

    • Initial Complaint

      Date:10/30/2024

      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.
      In July I noticed charges coming out of my account for **********************. Very expensive charges that I did not authorize. I contacted customer support and explained everything, to which he told me he understood and as a courtesy would be offering 3 months of a free trial which I could CANCEL at the end.... This was all verbal over the phone. He was doing and saying all of the right things. I confirmed SEVERAL TIMES I wouldn't be charged afterwards.... Well I go more than 24 hours before the end of my trial to cancel and it's telling me it will be $60.... SIXTY DOLLARS TO CANCEL A FREE TRIAL PERIOD?!?! Then when I explained this TWO different chat representatives left the chat during our convo. They are STEALING money and SCAMMING customers with their unethical practices and trap. I Literally do not even use the service so WHY would I agree to pay after trying to cancel the first time!!!!

      Business Response

      Date: 11/04/2024

      Apologies for the poor experience. The customer started a ***** Acrobat Pro DC trial on 24 Apr 2024, with a 14-day ***** period for cancellation and refund. Our records show the customer reached out on July 11, 2024, to cancel her annual plan, accepting an offer of three free months. The consultant also emailed her the offer details and the next billing date. After three months were over, the customer contacted ********************** on 30 October 2024, and her plan was cancelled without any fee. 
      According to Adobes Terms and Conditions, refunds are available within 14 days of the initial order. As a gesture of goodwill, we have processed a refund of $21.94 for the last charge in July. This refund will be credited back to the payment method registered with Adobe within 5-7 business days.

      Adobe Case: ADB-********-K0M6
      LASHARMA 

    • Initial Complaint

      Date:10/28/2024

      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 signed up for a trial subscription of Adobe in 2021 that I believed I had cancelled in June of that year. I just discovered that I have been billed monthly for it for the past several years on a credit card I rarely use. The monthly rate increased last year on June 13 from $14.99 to $19.99 for the service. So I have been charged over $600 by Adobe for a subscription that I did not use. I contacted them via chat, explained what had happened, and received no response. I have now cancelled the subscription, but would like to be reimbursed for the $600 charged since June of 2021.

      Business Response

      Date: 11/04/2024

      Apologies for the poor experience. The customer started a ***** Acrobat Pro DC trial on June 6, 2021, with a 14-day ***** period for cancellation and refund. Our records show the subscription was never cancelled, either online or via Adobe Support. When the customer contacted us on October 27, 2024, the chat was disconnected due to a technical issue, and follow-up emails received no response, leading to case closure on November 1, 2024.
      Per Adobe's Terms and Conditions, refunds are available within 14 days of the initial order. Since subscriptions automatically renew until actively cancelled, we rely on customers to monitor their subscription activity and send emails for renewal reminders. As a goodwill gesture, we have initiated a refund of $339.83 for the last 17 months, which will be processed within 5-7 business days to the payment method registered with Adobe.

      Adobe Case: ADB-********-M0V3
      LASHARMA 

    • Initial Complaint

      Date:10/28/2024

      Type:Sales and Advertising 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.
      This has been a recurring issue with Adobe (for me) when cancelling my subscription service with them. I have had to use some of their products periodically and attempted to use their "free trial" services and have attempted to cancel (in some cases) the same day and been unable to locate where to cancel. I have also had the experience of having had to pay for months because I couldn't cancel services and would email customer support and wait for sometimes weeks for a response. I have also had the experience of cancelling service that falls below the free trial period and then been charged for the full year of services that I was trying to cancel. I believe it is very misleading to offer a free trial and then make cancelling impossible or charge you a cancellation fee that is the same amount as service. I also tried to change the subscription and then would get an error that prevented me from doing so. I would request refunds and not received any from Adobe and my bank. This has been going on for 5 years now and needs to stop! I have had my bank account overdrawn due to their practices of continuing charges.

      Business Response

      Date: 11/05/2024

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

      Adobe Case : ADB-********-Q8G0
      (********)

    • Initial Complaint

      Date:10/24/2024

      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 had signed for Adobe but when I called to cancel because I found the billing practices unethical, I was just put on hold. When I called they refused to cancel me by always placing me on hold. I could not understand what the person on the phone was saying. I politely asked him to please slow down but he would not. Adobe is one of the most unethical companies I have ever dealt with. They play games to keep people from cancelling a service that is completely over rated and unneeded in this day and age.

      Business Response

      Date: 11/01/2024

      Hi Team,

      We have processed the refund which will be credited within the next 5-7 business days.

      Refund# USD 19.99

      Case# ADB-37029834-V2H2
      (NIKHSHAR)

      Customer Answer

      Date: 11/05/2024

       
      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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