Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

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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

927 total complaints in the last 3 years.
334 complaints closed in the last 12 months.

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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:08/04/2025
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 signed up for a free 30-day trial subscription of Adobe Stock on 07/03/2025. Unfortunately I failed to notice I was charged $29.99 a the time. The Adobe website said I could cancel 2 weeks after I paid for the plan with no cancelation fee. When I went to cancel the plan on 08/02/2025 (understanding I had two weeks after this date), I was being charged $149.95 to cancel. Adobe is offering me 3 months free of the service, but will not waive the cancellation fee once the 3 months are over. At no time was I aware that I was being charged from the start of the trial, nor was I aware that it was a yearly plan and not a month-to-month plan.
Business Response
Date: 08/11/2025
Apologies for the poor experience. The customer subscribed to a plan without a ****** trial and was billed on 03/07/2025. Upon contacting support to cancel his annual, paid-monthly subscription, the advisor offered 3 free months so the customer could continue using the plan instead of paying the cancellation fee for ending it within the annual term. However, as a goodwill gesture, we have now terminated the plan without charging any cancellation fee and issued a refund for the last months payment. The refund of $29.99 will be credited to the payment method on file with Adobe within 57 business days.

Adobe Case: ADB-********-H3F9
LASHARMA
Customer Answer
Date: 08/11/2025

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:08/01/2025
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 free trial of acrobat pro that would bill if not cancelled. I cancelled in cancellation period. See copy of acknowledgement below. I was billed and no way of contacting anyone directly there to fix.Adobe Dear *****,This email confirms that you canceled your AI Assistant for Acrobat subscription. You will continue to have access to your subscription tools and online services until the end of your billing cycle on 16-July-2025 (PT). After this date, your account will revert to a basic, free level of membership.If you change your mind or have done this in error, you can easily reactivate your subscription.Reactivate now Thank you for being a valued customer,The ********************** Acrobat Team
Business Response
Date: 08/07/2025
Hi Team,
Our records indicate that there is no active membership on the account. The customer will not get charge for any ********************** services unless purchased again.
Case# ADB-41123532-P5W6
(NIKHSHAR)
Initial Complaint
Date:07/31/2025
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 signed up for a free trial June 22, 2025 for what I thought was a monthly subscription to Adobe Acrobat Pro. I ended up not using the service and did not cancel the free trial, so I was billed for the first month. Today I logged on to cancel the account, and saw that in order to cancel, I would have to pay $109.95 cancellation fee. Or I can keep this account active and continue to pay $21.19 per month. I was not aware that this was a yearly commitment. I have not used the service, and I wish to just cancel. I do not need a refund for the first month, but do not think I should pay the early termination fee. The product is unused. I did reach out to support, but they were not able to assist in closing the account without charging me the termination fee.
Business Response
Date: 08/04/2025
Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro on 06/22/2025. 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 refund for the current month as a goodwill gesture. The credit of $21.19 will be processed within 5-7 business days using the same payment method.

Adobe Case: ADB-********-Z6D7
LASHARMA
Customer Answer
Date: 08/11/2025

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:07/31/2025
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.
On June 29 I signed up for a FREE trial of the first level of Adobe Systems and was charged $19.99 instead. When I noticed this charge on my credit card on June *************************************************************************** No refund came and I called on July 14 and was told "my bank refused the credit" so they would put it through again. I contacted them again on July 25 again, asking where was my refund and they claimed it hadn't gone through again but would escalate the issue. I told them I was extremely frustrated and would report the issue to the BBB.
Business Response
Date: 08/05/2025
Apologize for the poor experience. Upon reviewing the customer's account, our refund team identified a system error that had been preventing the successful processing of the customers refund. The issue has now been resolved, and we have re-initiated the refund of $19.99 to the customers original payment method.

The refund is expected to reflect in the customers account within ************************* days.

Adobe Case# ADB-********-L5D3
***** (DIN32578)
Customer Answer
Date: 08/06/2025

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:07/31/2025
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 purchased a perpetual license for ********************** Acrobat XI Pro through my employers IT department, who installed and activated it. The license was registered under my ********************** account and functioned for several years without ******** 2023, Adobe retroactively marked the serial number as expired and is now refusing to let me reinstall the software even though they previously validated the license and linked it to my ****************************** is demanding proof of purchase they never required at the time of activation, and has not provided any proof the license was fraudulent or misused.I am requesting Adobe either:Reactivate the previously accepted license OR Provide a free replacement license of equal function *********************** actions amount to revoking a product I already paid for, which is unfair, deceptive, and potentially unlawful under consumer protection laws.
Business Response
Date: 08/11/2025
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Initial Complaint
Date:07/30/2025
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 purchased a one-year Adobe Creative Cloud subscription on December 10, 2024, for a total of COP $1,763,580 (approx. USD $450), paid via Davivienda credit card in ********. ******* confirmed the transaction was completed and the funds were received by the merchant. However, Adobe claims no payment was received and the service was never activated.I submitted multiple support requests and communications to Adobe from January to July 2025, but received no solution. Adobe has no effective international customer support for ********. The delay has harmed my professional activity as a publisher and designer.Out of necessity, I created a second account with a university email, but I request that this secondary account be canceled and not charged.I am now requesting either: 1) Activation of the original plan with a 12-month term starting on the date of activation, or 2) A full refund of the amount paid.Ive filed complaints with the Superintendencia Financiera and SIC (consumer protection entities in ********) and am now turning to the BBB to help reach a resolution.
Business Response
Date: 07/30/2025
Apologies for the poor experience. The customer has already escalated this request to our CEO, and as part of the resolution, we have cancelled her EDU subscription and processed a full refund of COP ****** (COP ****** per month for 2 months). The refund will be credited to the payment method associated with her Adobe account within ************************* days.

Additionally, we have provided a one-year Creative Cloud All Apps redemption code, which the customer can redeem using her registered email address.

Adobe Case: ADB-********-V2R1
LASHARMA
Customer Answer
Date: 07/31/2025

Complaint: 23666233

I am rejecting this response because:
They're right: I accepted the deal to return to my old Adobe account as part of **********************'s commitment to my case, which I have been claiming since December 2024, by making my subscription payment on December 10th for a value approximately of ********* COP (450 USD), which is a matter that is till unresolved, by the way. However, I still feel disappointed and deceived by Adobe's complaint resolution mechanisms and the way they treat their customers. There is no trust in payment methods, and they do not own up to their mistakes. Worse still, they do not provide evidence of what happened to the money debited from my personal credit card on December 10th. I attached all the evidence the bank gave me in this regard, and Adobe only limited itself to giving me a code to use for one year. I appreciate it. However, they are not giving me a solution regarding the payment made in December; they do not respond to questions about what happened to that money, money that I continue to pay and assume. Given the way my case was handled, I asked the BBB to review it, and given the resulting employment consequences, I requested a refund through the BBB. In conclusion, Adobe is engaging in poor customer practices. There is no trust in online payment methods. They are responsible for their poor internal processes that affect customers in other countries.
Sincerely,

Mnica ******** Montes ********
Business Response
Date: 08/01/2025
Apologies for the poor experience. Adobe has provided a confirmation receipt indicating that the payment authorization had expired, which means the payment was never received. However, as a gesture of goodwill, we offered a one-year Creative Cloud All Apps redemption code of equivalent value, which the customer has successfully redeemed using her registered email address.
Adobe Case: ADB-********-V2R1
LASHARMA
Customer Answer
Date: 08/05/2025

Complaint: 23666233

I am rejecting this response because:

I confirm that, so far, my applications seem to be working, and I appreciate Adobe's action in this case.

Continuing to debate with what the bank said, what you say, and what I, as a customer in the middle, is a process I can't handle. Therefore, it must be stated that it wasn't possible to determine what happened to that money, to that transaction on that very day and at that time. I will leave a note with the BBB that Adobe must have immediate and accurate financial security protocols that inform the customer at the time of payment that their payment was received and that they fulfill that statement. An advisor told me at the time that the payment had been received and that they would send me the invoice. And I think that was the mistake. The advisor said yes, I trusted them, and the bank obviously debited the money, and these past months we have been debating this scenario. My money ended up in the cloud, and as a customer, I'm skeptical about using the same tool to renew my subscription. You have all the power because you're the only ones who have a tool that allows me to do my job, so to say that Im disappointed and devastated in the outcome of this debate would be an understatement. I also wanted to tell you I spoke to *****, one of the customer service advisors who I talked to in this process, and he assured me you could send an official confirmation on Adobes behalf that the money was indeed not transferred to you so that I can show the bank because they continue to state that you, Adobe, received it.

I appreciate your attention and thank you for all youve done on my behalf.

Have a nice day,

Sincerely,

Mnica ******** Montes ********
Business Response
Date: 08/06/2025
Apologies for the poor experience. Adobe has issued a confirmation receipt indicating that the payment authorisation had expired. This means that while the payment initially appeared to be in progress on 10/12/2024, the authorization ultimately failed on 17/12/2024, and the payment was never received. We have already shared the official "Authorization Expired" receipt and kindly request that further communication be directed via email, as we are actively addressing the customer's complaint that was escalated to our CEO, ********.

Adobe Case: ADB-********-V2R1
LASHARMA
Customer Answer
Date: 08/07/2025

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.
I will continue this process with the bank and through email with you
Sincerely,

Mnica ******** Montes ********
Initial Complaint
Date:07/30/2025
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 was forced to "upgrade" to Adobe Acrobat DC in 2024. The only way to do this is through an "Account Manager". I bought licenses but it was nearly impossible to find the invoice, see bills or payments, or adjust my order. Adobe will automatically renew 7 licenses this month unless I contact my "Account Manager" again. I've emailed twice in the last 2 weeks with no response. I just chatted through their online chat and was told I should contact my "account manager" for help even though that's what I'm complaining about. I'm 90% sure I will get no response so they can just charge my credit card for the 7 licenses I don't want and then I give up because it's so hard to get a hold of anyone to help. These software companies (Adobe / Intuit / *********) have illegal Monopolies and they are taking advantage of consumers with monthly/annual fees when half the time they are not making any improvements to the software. The old Acrobat that I used to use is FAR superior to the c*** that I have to use now and have to pay annually for.
Business Response
Date: 08/05/2025
Apologize for the poor experience. We are contacting the customer directly and addressing his concerns.

Adobe Case# ADB-********-T1H1
***** (DIN32578)
Customer Answer
Date: 08/06/2025

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.
They did finally reach out to me after my multiple attempts to get a response so I think your inquiry was the reason.

Sincerely,

***** *****
Initial Complaint
Date:07/25/2025
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.
Adobe uses deceptive subscription practices that mislead regular users into long-term contracts without clearly disclosing the consequences of cancellation. The company imposes early termination feeslike the $30 I was *********** a customer tries to cancel a service they no longer want. These cancellation fees appear designed to pressure customers into continuing a subscription they may no longer use or need.I believe this practice is intentionally predatory and goes beyond the already problematic nature of subscription models. At no point was it made explicitly clear that I would be locked into a yearly contract with an early termination penalty when I signed up. I simply wanted to stop paying for a service I no longer use, but was met with a $30 penalty for doing so.I am requesting a full refund of the $30 early cancellation fee Adobe charged me. I also believe Adobe should be required to make their contract termsincluding early termination feesexplicit and unavoidable at the point of subscription.
Business Response
Date: 07/28/2025
Apologies for the poor experience. The customer purchased an annual plan, paid a monthly subscription for Adobe Stock 10 assets a month, which comes with an annual commitment, and as per the Terms and Conditions accepted by the customer before making the payment, if the customer cancels the plan within his annual term, there is a fee associated with it. Please refer to our website and also share the same T&C link: *********************************************************************

However, as a gesture of goodwill, we have issued the refund of the cancellation amount. The refund of $31.40 ($29.99 + $1.41 tax) will be credited to the same payment method registered with Adobe within 5-7 business days.

Adobe Case: ADB-********-K8Q6
LASHARMA
Initial Complaint
Date:07/25/2025
Type:Order 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.
We were approached by an Adobe representative, ******** ***** *****, who offered to help consolidate our user licenses under one company account. This was presented as a cost-saving opportunity. During our ********* Teams meeting, we made it explicitly clear multiple times that we did not intend to retain all existing licenses once the consolidation was *********** no point during the conversation were we informed of any contract terms, cancellation policies, or early termination fees. Based on that understanding, we agreed to move forward with setting up the account.After the account was created, we attempted to cancel the licenses we no longer needed. At that point, we were told by another Adobe representative, *******, that doing so would constitute a breach of contract, incurring a cancellation fee of over $1,400. This was the first time we were made aware of any contractual obligations.Instead of honoring our initial intent to reduce licenses, we were met with a confusing and drawn-out sales pitch involving alternative offers. Despite our original purpose to cancel unused licenses we were ultimately forced to pay more than $1,400 to exit a contract that we were never made aware of, and never signed.We feel this situation was misleading, non-transparent, and coercive. We are requesting a refund of the cancellation fees and that Adobe reviews the conduct and clarity of their sales and onboarding process to ensure future transparency.
Business Response
Date: 08/05/2025
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Customer Answer
Date: 08/06/2025

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:07/25/2025
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.
Multiple charges on my account June 16, 2025, $4.99, $19.99, July 15, 2025, $4.99 $19.99, and July 20, 2025, $99.95. I spoke with customer service who reviewed the transactions and submitted a refund of 3 of 5 transactions.
Business Response
Date: 07/28/2025
Apologies for the poor experience. Upon reviewing the customers account, we found that there are no active subscriptions. Both the Acrobat Pro and AI Assistant trial plans have been cancelled without any early termination fee. A full refund of $149.91 on 07/25/2025 which includes $99.95 for Acrobat Pro, $9.98 for AI Assistant ($4.99 x 2), and $39.98 for additional Acrobat Pro charges ($19.99 x 2) has been processed to the original payment method. The customer should receive the refund within ************************* days, and no further charges will be applied.

Adobe Case# ADB-********-L2Z6
***** (DIN32578)

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