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:10/17/2024

  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.

  I had cancelled my adobe subscription in march, but they still kept charging me. My old debit card I was using to pay the monthly subscription fee got cancelled due to identity theft issues. And the debit account along with it. Then Adobe reached out because they were still charging me and now the payments aren't going through. They then realized they failed to cancel the subscription and owe me a refund. They are now refusing to issue me a refund because the old debit card is deleted. They are refusing to use any other payment method to issue me a refund. The bank can't process payments to a deleted account. So now ********************** has acknowledged they owe me 4 x $19.99 and are refusing to pay me by any method I can use.

  Business Response

  Date: 10/22/2024

  Apologies for the poor experience. We will directly contact the customer to assist.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:10/16/2024

  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 am writing to file a formal complaint regarding my ongoing issue with Adobe concerning the cancellation of my Adobe Express subscription.On 1/15/2024 , I attempted to cancel my Adobe Express subscription through their online platform. However, despite the provided link to cancel my plan , the system would not allow me to complete the cancellation process. I received an error screen, which I also provided to their support team.I contacted Adobes customer support and was informed by a representative, *******, that I could not cancel my subscription due to an outstanding payment for the current month. I was told that unless this payment was made, I would not have access to cancel the plan.I do not believe it is fair to be forced to pay for a service I am trying to cancel and have not used in over a month. I tried to cancel before the new billing cycle, and yet Adobes system did not allow it. Now, they are demanding payment before I can even access my account to cancel.When I requested a phone number to resolve the issue, I was provided with **************, which I have called over 12 times. Each time, the number goes straight to a busy tone and hung up, rendering it impossible to speak to someone directly.I feel that Adobe is deliberately obstructing my right to cancel my subscription, essentially forcing me to continue paying for a service I no longer want or use. I consider this a predatory business practice and a violation of consumer rights.Resolution Sought:Immediate cancellation of my Adobe Express subscription without any further payment.Assurance that I will not be charged any further fees. A thorough investigation into Adobe's cancellation process and customer support system.I hope this matter can be resolved promptly. If no action is taken, I will explore further options like reporting this issue to additional consumer protection agencies.Thank you for your attention to this matter.

  Business Response

  Date: 10/21/2024

  Apologies for the poor experience. We have checked the account, and it shows that the subscription is cancelled now, no further charges will be billed to the customer. We have raised a refund for USD ***** which will get credited within 5-7 business days.
  
  Adobe Case : ADB-********-H8Q1
  (********)
  
  

• Initial Complaint

  Date:10/15/2024

  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 used my remaining credits and canceled my Adobe Stock account and ********************** Premiere account (which I was not using) in March of 2023, using the option to manage my account online in Adobe Creative Cloud at **************************. I kept only my Photoshop account. Now that I'm doing my taxes, I see that I'm still being charged $29.99 every month for Adobe Stock and $22.99 for Adobe Premiere (in October of 2024), in addition to the $20.99 for Photoshop! I haven't used either of those accounts since last March, and went through the entire process to "CANCEL" them online. Now they both show up as active subscriptions again when I log in, and attempting to cancel either leads to a blank page that won't load! That's an extra $953 Adobe has charged to my credit card over the last 18 months. How is this legal to PRETEND to cancel accounts on your website and then keep charging for them? I assume that canceling an account online means it will actually cancel, especially from such a large and long-running company.

  Business Response

  Date: 10/22/2024

  Hi Team,

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

  Refund# USD 983.63

  Case# ADB-36870696-M8L6
  (NIKHSHAR)

• Initial Complaint

  Date:10/15/2024

  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've been using Adobe's Photoshop through their Creative Cloud, paying $9.99/ month for over 8 years now. My complaint is that every update causes more bugs and now for the 4th time, their update is urging me to purchase a whole new computer or otherwise it won't work. Then I call them up and it turns out it isn't my computer, it's their update making it useless. I pay monthly for a consistent product only to lose HOURS fixing their mistake. They offer zero solution other than rolling it back to the previous version, acknowledging (now 4 times!!!) that it was their update, not my computer. So I use an older version of the program but eventually they will make it so that older version is NOT usable, anymore, forcing me to use the version that doesn't work. I am being fleeced and given a broken product. I have been a loyal user of ********************** products ONLY bc they have a monopoly in this space and there are very little if any other options. All I'm asking for is what they say they are selling me: a graphics program that works consistently.

  Business Response

  Date: 10/21/2024

  Apologies for the poor experience. We will directly contact the customer to assist.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:10/15/2024

  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.

  Hello, I am a grad student at *******************, and recently signed up for the "Adobe All Apps" $25.99CAD/month student plan to supplement my educational needs. As I only intended to subscribe to the plan for one month until my school's IT department had set up their internal Adobe subscription, I was very surprised to be coerced into staying, with a hefty cancellation fee over $140 (50% of an annual sevice subscription). Overall, it seems I'm not alone among consumers in believing the term "Paid Monthly" is grossly misleading, clearly I would have thought differently about subscribing if I knew the price of cancellation would be so high. This kind of carrot-and-stick seems borderline illegal, and it is definitely deceptive to make it so difficult to find anything resembling the full price tag until AFTER submitting my credit card information. I already pay thousands of dollars for educational resources every year, do I need to constantly worry about businesses taking advantage of my trust on top of that?After some digging, I read through the US FTC v. Adobe court case from earlier this year. It may not mean much, but I'd like to come out and voice my experience and support in prosecuting Adobe for their service practices. As someone who has used Adobe products in the past, I have heard from every colleague that their subscription model has been greatly disliked across all graphic design professions; the fact that they are the industry standard with nearly no competition seems to reinforce Adobe ***** confidence that they can pursue further predatory practices and not be held accountable. I hope this case not only proceeds, but that they are charged through the Canadian court system for entrapment of Canadian consumers as well. Since I will have to cancel ASAP, I'd request a cancel-fee refund, and to see a total up-front for ALL services in the future instead of being punished for trusting Adobe's enrolment process. Thank you for reading. ******

  Business Response

  Date: 10/22/2024

  Apologies for the inconvenience. We discovered that the customer had never attempted the cancellation in the past due to which he was billed. However, we have cancelled the plan and have raised a refund for the amount of CAD *****. The refund will get credited within the next 5-7 business days.
  
  Adobe Case : ADB-********-F7P6
  (********)
  
  

• Initial Complaint

  Date:10/11/2024

  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.

  Continuous system issues and failures. Have emailed screenshots of multiple system issues and failures over the last 2 years. Employees will not forward my case to the corporate level even though i have requested it multiple times and so now i have to resort to filing with the bbb and potentially the attorney generals office.

  Business Response

  Date: 10/15/2024

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

  ********************** Case : ADB-********-V6D4
  (********)
  
  

• Initial Complaint

  Date:10/09/2024

  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.

  Hello, my name is ****** **, and I currently live in ******. In September, I noticed Adobe had charged my credit card $19.99 USD for five consecutive months since ******** totaling $99.95 USD. I received no billing emails or notifications regarding these charges, which I only discovered by chance when reviewing my credit card statements.When I contacted Adobes U.S. customer service, they informed me that refunds were not available, and only a free cancellation could be offered. They also stated that the plan required a minimum one-year commitment, with an early cancellation fee, which I found unreasonable.Upon logging into my account, I found no clear description of the current plan or any mention of the one-year obligation. I also checked my email and found no communication about the start of these charges, the nature of the plan, or any one-year commitment.I believe Adobes billing process lacks transparency and proper customer communication. I also found many similar complaints online, suggesting that Adobe has not prioritized user experience or updated their customer service.I request a refund of $99.95 USD and the immediate termination of my subscription. **************** has offered me an additional three months to fulfill this unexplained one-year commitment, which I do not need as I am not using Adobes paid services. While I appreciate the help from the representative, I do not want the extended service but instead request a refund and *************** Adobe ID is: ********************* and the name associated with this Adobe ID is ****** **.Thank you for your attention to this matter.

  Business Response

  Date: 10/15/2024

  Apologies for the poor experience. We found that the customer subscribed to a 7-day trial for Acrobat Pro on 14 Jan 2024. The customers have a grace 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, contacted support & accepted 3 free months offer to continue, later raised the complaint to BBB for the cancellation and refund. Hence, we have terminated his plan and initiated a refund as a goodwill gesture. The credit of $99.95 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-36774073-S1H2
  LASHARMA 

  Customer Answer

  Date: 10/18/2024

  Dear BBB,
  
  I accept the resolution provided by Adobe and appreciate your work on this matter.

   However, I would like to clarify that Adobe’s description in their response is incorrect. During my communication with their customer service, I directly requested a refund, not a 3-month free extension. The 3-month offer was the only option they provided, which I reluctantly accepted after being told it was the best they could offer. I also informed them during the call that I would continue to pursue the refund through other channels. They can verify this by reviewing the call recording.

  Additionally, I am disappointed that Adobe did not address the issue of not sending monthly billing notifications, which reflects a lack of transparency in their service.
  
  Thank you again for your assistance.
  
  Best regards,
  Haitao Xu

• Initial Complaint

  Date:10/08/2024

  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 mistakenly sent a payment and I'm seeking a refund. I've been completely stone-walled and they are refusing to refund my payment.

  Business Response

  Date: 10/15/2024

  Apologies for the poor experience. We have checked the account, it shows that the subscription plan was already cancelled with a refund of USD 194.58. The refund gets credited within 5-7 business days.
  

  Adobe Case : ADB-36769143-Q4V7
  (JASROTIA)

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22389495, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Douglas Mccomb

• Initial Complaint

  Date:10/07/2024

  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.

  I paid for a one time download to Adobe. They are saying that I signed up for a free trial. I didnt. A free trial is just that-free. Their website specifically asked if you want the free trial or a one-time download for $.99. I picked the latter. Now they are charging me ***** a month. They will not help resolve the issue. I have disputed the charges to my bank as well. This is a dubious business process. I am not pleased.

  Business Response

  Date: 10/08/2024

  Apologies for the poor experience. We discovered that the cancellation was never processed; however, we have cancelled the plan and refunded USD 64.17. The refund will be credited within the next 5-7 business days.
  

  Adobe Case : ADB-36669668-P0B9
  (JASROTIA)
  

  
  

• Initial Complaint

  Date:10/04/2024

  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 cancelled my subscription to adobe three times and they are continuing to charge me ***** a month. Each time they say ir is cancelled and then charge my account

  Customer Answer

  Date: 10/11/2024

   
  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,
  
  ***** ******