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.
331 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:10/24/2024
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 company does some sort of trickery. They essentially provide false advertising to lock you in the annual membership. So they tell you that you can pay month to month and if you are unsatisfied then you can just cancel it. But little do you know that you have to pay a fee to cancel it if not you are stuck paying for the year. I tried to cancel and get my money back and some guy from another country that sounded like he was walking around in a crowded area called me with this thick accent saying that I could not cancel it. So basically locking in people to the membership. Then I am not even able to keep the old software, once it is up I lose everything. Something needs to be done about this trickery. I wish I never gave this scam of a company a dime.
Customer Answer
Date: 10/28/2024
Last name attached

Business Response
Date: 11/12/2024
Hi Team,
There is no active membership found on the email address shared with the escalation. Kindly share the correct email or order# for us to investigate further along with the desired resolution.
Case# ADB-37178970-G8S2
(NIKHSHAR)
Customer Answer
Date: 11/18/2024

Complaint: 22469458

The email is ****************** I would like to get either a refund or an extension on my membership.

Sincerely,

**** *******
Business Response
Date: 11/22/2024
Hi Team,
Our records indicate that there is no active membership on the email address provided. The last charged incurred on the plan was on 9th May 2024, hence, it does not qualifies for a refund. Going forward there will be no charges on the account unless a new membership is purchased.
Case# ADB-37178970-G8S2
(NIKHSHAR)
Customer Answer
Date: 11/26/2024

Complaint: 22469458

I am rejecting this response because: adobe is a scam, they word it as a monthly membership then charge absurd fees to cancel. **** even offer discounts. Had some dude in another country call me that was like at a party to tell me i couldnt cancel it. You guys really are the worse, i hope the lawsuit you guys are in rules against you scammers.

Sincerely,

**** *******
Initial Complaint
Date:10/24/2024
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.
ON OCTOBER 22, 2024 I NOTICED I HAD DUPLICATE CHARGES ON MY BANK STATEMENT FROM ADOBE. WHILE I CURRENTLY HAVE A MONTHLY PAID ACCOUNT WITH ********************** FOR $19.99 PLUS TAX, I SHOULD ONLY POSSESS ONE ACCOUNT WITH ONE MONTHLY CHARGE. I THEN CHECKED MY ADOBE INVOICES AND I NOTICED 2 SEPERATE MONTHLY CHARGES UNDER THE SAME ACCOUNT NUMBER. ONE CHARGE FOR $21.44 AND ANOTHER FOR $21.64. I CONTACTED ADOBE CUSTOMER SERVICES REGARDING THIS AND WAS TOLD THAT I WOULD RECEIVE A FULL REFUND FOR THE DUPLICATE CHARGES; WHICH WOULD INCLUDE 14 MONTHS OF $21.64. I WAS ALSO PROMISED 3 FREE MONTHS OF PRO ADOBE SUBSCRIPTION WITH A YEAR OF A DISCOUNTED RATE OF $14.99 PLUS TAX. THE SUPERVISOR THAT I SPOKE WITH CANCELLED MY OLD ACCOUNT AND STARTED A NEW ONE. I WAS TOLD FOR ME TO ACCEPT THE 3 MONTH TRIAL PERIOD AND NEW RATE THAT HE WOULD HAVE TO CANCEL THE OLD ACCOUNT AND CHARGE MY CARD FOR AN ADDITONAL $14.99 PLUS TAX THAT WOULD BE REFUNDED BECAUSE OF THE 3 MONTH FREE TRIAL. AFTER RESISTANCE FROM MY DESIRE TO PAY YET ANOTHER AMOUNT TO ADODE, I GAVE IN AND ACCEPTED THE OFFER. ON YESTERDAY, OCTOBER 23, 2024 I NOTICED THAT MY BANK ACCOUNT HAD BEEN CREDIT FOR 8 CHARGES OF $21.64, TOTALING $173.12 WHEN I SHOULD HAVE RECEIVED 14 CHARGES OF $21.64, PLUS $16.23 (THE NEW CHARGE OF $14.99 PLUS TAX), AND $21.44 THE MOST RECENT CHARGE ON OCTOBER 11, 2024, FOR THE ACCOUNT THAT HAS NOW BEEN CANCELED. I SHOULD HAVE A TOTAL REFUND AMOUNT OF $340.63. WHEN I CHECKED MY ADOBE ACCOUNT TO VIEW MY INVOICES I SEE THAT ALL THE DUPLICATE CHARGES OF $21.64 HAS SINCE BEEN REMOVED. I WANT EVERY ***** OF MONEY BACK IN MY BANK ACCOUNT AS QUICKLY AS POSSIBLE.
Business Response
Date: 10/30/2024
Apologies for the poor experience. The customer subscribed to two Acrobat Pro DC plans under the same email address, first on April 13, 2021, and then on August 11, 2023, resulting in double billing. When the customer contacted support, the supervisor changed his plan to a new discounted plan at $14.99 plus tax, issued a pro-rated refund of $14.06 (including tax) for the October 11, 2024, charge, and added three complimentary months to a new, discounted subscription. Additionally, the supervisor processed 14 refunds of $21.64 each and one refund of $14.06, totalling $317.02, and sent a confirmation to the customer via email. According to the complaint, the customer has received $173.12 in refunds, and the refund team is still processing the rest. We apologise, and we are looking into the reason for the delay. We request that the customer allow us additional time, and the outstanding refund will be credited soon. We appreciate the customers patience and understanding.
Adobe Case: ADB-********-G3W8
LASHARMA
Initial Complaint
Date:10/22/2024
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.
I signed up for the free trial and when i tried to cancel in order to stop the auto billing via ******, I kept receiving a login error that the login email was incorrect. I exhausted every email i have ever known and even tried the option to enter my phone number, the only phone number I have had in the past 17 years with no success. Recovering your login imformation is nearly impossible. I was on the chat with a representative for a second time since I was last billed. The first rep said the services would be cancelled but I was billed again in October. This second rep also said they were able to cancel the subscription but I am not sure anymore.
Business Response
Date: 10/29/2024
Apologies for the poor experience. We discovered that the plan was recently cancelled as requested. We have raised the refund for the charges that were billed to the customer. The refund of USD ***** will be credited within the next 5-7 business days.
Adobe Case : ADB-********-L0W5
(********)
Customer Answer
Date: 10/30/2024

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:10/22/2024
Type:Order 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 have a school account and ********************** is charging me. Please advise
Business Response
Date: 10/28/2024
Apologies for the poor experience. We will reach out directly to the customer to assist, as the email associated with the complaint does not exist in our records. We identified an account under a different email, showing that the customer had previously purchased an annual Creative Cloud All Apps EDU plan, paid monthly at a discounted rate. However, this subscription was already cancelled in May 2024, so there is currently no active subscription on the customers account. If the customer replies to our email and we identify another account linked to a different email, we will gladly assist with any necessary cancellation.

Adobe Case: ADB-********-L2N4
LASHARMA
Initial Complaint
Date:10/22/2024
Type:Sales and Advertising 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.
Purchased a student membership for the Adobe Creative Cloud through my school with ZERO indication from Adobe that it was in any way a commitment that lasted further than month-to-month billing. When I went to cancel, they stated that they were going to try to charge me an early cancellation fee. Further, they make it practically impossible to reach any form of customer support. The only contact available online was a terribly written AI that asked circular questions and refused to put me in contact with any live person.The so-called early-cancellation fees either need to be removed entirely or be advertised in a place that actually appropriately advertises the "commitment" a buyer is getting into. Not mentioning anything about a supposed "commitment" in any place that is easily seen until a customer is requesting a cancellation is not okay, and frankly, the company should face litigation over it.
Business Response
Date: 11/01/2024
Hi Team,
We have taken the feedback from the customer and will share the same with the authorities. Kindly confirm if the customer wants to cancel the membership as we will help without any cancellation charges.
Case# ADB-37028611-X5B9
(NIKHSHAR)
Initial Complaint
Date:10/21/2024
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.
Adobe added a subscription to my existing Adobe account on April 21, 2024, with neither my approval nor agree and began charing me $4.95 per month without my authorization, as part of an auto-renewal for GENERATIVE AI credits, that I neither sought to use, nor used.Further, they charge a cancellation fee of $14.95 for early cancellation of a contract that I never entered into. Adobe did not offer a method to contact or communicate regarding this service. Did not appropriately inform me as a customer that I would be receiving this paid service that I neither desire, nor accepted, and enriched themselves in a manner that steals data from customers by training an Artificial Intelligence using my stored information to train their cloud services without my express authorization. Given that the adobe product is used by me to sign binding agreements, it is possible to use AI to return information that includes my personally identifiable information, and sensitive information regarding my contracts, and personal agreements.Adobe has neglected basic cybersecurity access controls, has forced me to pay, and charged a cancellation without my express consent, while stealing my information and that of its customers.
Business Response
Date: 10/25/2024
Apologies for the poor experience. We discovered that the plan was cancelled online recently. We have raised the refund for the charges billed and the cancellation fee that was billed. The refunded amount will be credited within the next 5-7 business days.
Adobe Case : ADB-********-J8J3
(********)

Customer Answer
Date: 10/29/2024

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.
Adobe should carefully consider its practices, and consider what the *** might do if it were to lose data as a result of this practice.

Sincerely,

******* ******
Initial Complaint
Date:10/21/2024
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.
Adobe has been charging me a monthly amount of $14.14. I used the service for a one time event and they continued to charge my credit card.
Business Response
Date: 11/01/2024
Hi Team,
We have canceled the membership along with refund for last 6 months as charged. It will be processed within the next 5-7 business days.
Refund# USD 84.84
Case# ADB-37028448-Q8S4
(NIKHSHAR)
Initial Complaint
Date:10/18/2024
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.
I was auto charged for a renewal on 9/6/24 and cancelled my subscription and reverted to the free Adobe product on 9/26/24. I WAS SUPPOSED TO RECEIVE A PRORATE REFUND FOR $226.74 to my AMEX. No refund and I cannot get anyone from the company to respond. The account is under ************************
Business Response
Date: 10/25/2024
Apologies for the poor experience. We found that the customer subscribed to Acrobat Pro DC on September 7, 2023. According to the terms and conditions, they may cancel their initial order within 14 days to receive a full refund. However, this 14-day refund policy does not apply to renewals. When the customer cancels their subscription online, it applies to next year's renewal, while her current services remain active until September 5, 2025. As a one-time exception, we have terminated her plan early and issued a prorated refund of $220.00, which will be credited to the payment method registered with Adobe within 5-7 business days

Adobe Case: ADB-********-M9D3
LASHARMA
Customer Answer
Date: 10/26/2024

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:10/18/2024
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.
From 2022 to today I have been a victim of predatory subscription practice from Adobe. They are currently under lawsuit and are in violation of the ***. I would like a refund of the ****** I have given to this company through subscription fees which were impossible to cancel. I attempted to cancel last year and they continued to charge me for a year, as well as have charged me early multiple cancellation fees.
Business Response
Date: 10/25/2024
Apologies for the poor experience. We discovered that the plan had already been cancelled online. However, we have raised the refund for the charges billed and the cancellation fee. The amount will be credited within the next 5-7 business days.
Adobe Case : ADB-********-X1Z2
(********)
Initial Complaint
Date:10/17/2024
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.
-October 17th, 2024 I see a monthly charge on my banking account and I did not authorize it. I go into Adobe to cancel the plan only to see that they have a cancellation fee of ******. I originally had a free trial which I cancelled. The cancellation was not honored and they trapped me in this annual fee cancellation
Business Response
Date: 10/22/2024
Hi Team,
We have waived the cancellation charges and processed the termination with a refund of last month as charged. The refund will be credited within the next 5-7 business days.
Refund# CAD 29.37
Case# ADB-36870916-T0J7
(NIKHSHAR)
Customer Answer
Date: 10/22/2024

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,

**** ********

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