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

• 

  Adobe Systems Inc

  7930 Jones Branch Dr Fl 5 Mclean, VA 22102-3396

• 

  Adobe Systems

  2750 Barrett Lakes Blvd NW Kennesaw, GA 30144-4915

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

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  Adobe Systems Inc

  41700 Vaquero Ct Fremont, CA 94539-3914

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:10/04/2024

  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'm merely trying to cancel a subscription service I wasn't aware I already had. They tried to charge me today for it but my card had expired and I immediately tried to cancel.. please tell them to just cancel this service. They want to charge me two months more to cancel today.

  Business Response

  Date: 10/08/2024

  Apologies for the poor experience. The customer subscribed to a 7-day trial of Adobe Acrobat Pro on March 27, 2024. Customers are given a 14-day grace period after the trial ends, during which they can cancel their plan and receive a full refund. We understand that the customer was unable to cancel the plan without a fee and reached out to support for assistance. The subscription was canceled on the same day without any charges, and as a goodwill gesture, we have also processed a refund for the last month. A credit of $19.99 will be issued within 5-7 business days to the original payment method.
  
  Adobe Case: ADB-36673092-C5Q7
  LASHARMA 

• Initial Complaint

  Date:10/04/2024

  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 purchased a DVD copy of Adobe Acrobat Standard on 9-17-2024 and paid $386.61 (including tax.) I installed the software on 10-1-2024 and created an account. The software was registered but no activation happened and every time I try to use it I get in an endless "Acrobat Licensing Application Signin Required" login loop. When I login it says "You're signed in You can now close this window and get back to where you left off.' When I close the window and try to use the app I get the same Signin Required login. I've uninstalled and reinstalled the software several times without success. I'm on social security so this was a major purchase. I have not been able to get any Customer Support. I desperately need this issue to be resolved and make the program usable or else receive a full refund!

  Business Response

  Date: 10/08/2024

  Apologies for the poor experience. We will contact the customer and assist.

  Adobe Case : ADB-36670322-D0D6
  (JASROTIA)
  
  

• Initial Complaint

  Date:10/04/2024

  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 $29.99 monthly for a couple of years even though I do not have a plan with them. I have tried to cancel a few times but it is impossible because I am listed as not having a plan, which also means I cannot get customer assistance. I checked all three emails with which I set up free accounts. I finally set aside a few hours to try to resolve and was told by a supervisor they cannot help me as they cannot find records of a plan or charge. I shared with them a screenshot of my credit card statement that clearly shows an issue. In addition to this chat that led nowhere, when I tried to call the number on the credit card statement, the *** wouldn't recognize the prompts I was instructed to enter, so I was hung up on. Furthermore, in the chat I asked for the transcript to be emailed to me, and the supervisor agreed, but I never received anything. This seems highly suspicious.I would like to report this, have the charges stop and get reimbursed for all the charges incurred when I haven't had the service/plan.

  Business Response

  Date: 10/11/2024

  Hi Team,

  We were able to find the account related to charges associated with the card updated in the system. It seems like the customer had an account under her yahoo email address. We have processed the complete cancellation along with refund for the last 12 months as an exception. The refund will be processed within the next 5-7 business days.

  Refund# USD 359.88
  
  Case# ADB-36724879-P8C6
  (NIKHSHAR)

• Initial Complaint

  Date:09/25/2024

  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 November 17, 2010 I purchased and activated Adobe Creative Suite 5 Design Premium (software). I have been the sole owner of this very expensive software and I have only installed this software on my two devices; a laptop and a desktop. The software was installed on my two devices and functioning as expected, just as recently as July 2024, but I caught a bootloader virus from an unknown website and it rendered my desktop unusable. After reinstalling Windows 11, I attempted to reinstall the software and it gave me an error Activation limit reached for Adobe Creative Suite 5 Design Premium. The serial number has already been activated on 2 computers. I called Adobe customer support and spoke to an agent that said he was unable to assist because of the activation limits, regardless of the circumstances. I escalated the call to a supervisor and they said that the software is at END OF LIFE and that there was no further support they could offer. The manager said I should have deactivated the software to prevent this issue. I reinstall windows at least once every other year and have NEVER deactivated the software. I have always been able to reinstall the software without err. Adobe has decided to arbitrarily lock me from using the software I purchased. I have provided them with everything bit of information they could want in order to authenticate that I am the rightful owner. This is an ethical attempt to do what is right and ask that Adobe allow me to install the software on my device.

  Business Response

  Date: 10/03/2024

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

  ********************** Case : ADB-********-P9Z3
  (********)
  

  
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22339245
  
  I am rejecting this response because:

  The offer from Adobe was for a 6 month free trial to their Creative Cloud subscription product model IS NOT SUFFICIENT BUT IT IS COMPLETELY AND FULLY OFFENSIVE.That's like saying, oh i destroyed your Car? Here is a hot wheels toy... that should make up for it, right? WRONG!!!!
  

  I purchased a ONE TIME piece of software (Adobe Creative Suite 5 Design Premium) at the cost of ********. According to Adobes own rules, Adobe Creative Suite 5 Design Premium can only be activated on two **s, I currently have 0 activated. When I spoke to an Adobe representative, I had one ** that had an activated and operating version of Adobe Creative Suite 5 Design Premium. THAT TECHNICIAN TOLD ME TO INACTIVATE THE WORKING VERSION AND ACTIVATE IT ON THE ** I NEEDED IT INSTEAD. I DID THAT ON THE CALL WITH THE TECHNICIAN AND HE WAS WRONG!!!!!!!!!!!!!!!! IT DID NOT WORK!!! THIS WAS SOMETHING THAT COULD HAVE BEEN AVOIDED HAD IT NOT BEEN FOR THE COMPLETE INCOMPETENCE FROM ADOBE AND THEIR CUSTOMER SERVICE. Because of faulty information from Adobe themselves, I now have 0 working copies, when I started the call with at least 1 working copy.

  THIS WAS AN EGREGIOUS ERROR that they should take full responsibility!! THIS SHOULD BE ILLEGAL!!! It feels like Adobe DID THIS TO ME ON PURPOSE. A 6 month free trial to their Cloud Suite sounds like an amazing value except that I only use one of their products.
  
  THE RESOLUTION I WILL ACCEPT: 1. I want my Adobe Creative Suite 5 Design Premium to be reactivated ON BOTH **s, which i am entitled to, according to their terms and conditions.  -OR- 2. I WANT AN APOLOGY AND 1 Year of Adobe Creative Suite, not 6 months.

  THIS HAS IMPACTED ME FINANCIALLY AND I AM LIVID!
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/18/2024

  Apologies for the inconvenience. We have attempted to contact the customer via email to obtain proof of purchase for the Adobe Creative Suite 5 Design Premium product, but we have not yet received a response. We request that the customer reply to the email we sent with the requested details.
  
  Adobe Case : ADB-********-P9Z3
  (********)
  
  

• Initial Complaint

  Date:09/25/2024

  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.

  9/25/24 I got another charge for $21.19 and keep spending hours on calls with customer service. Being told there is no transaction for this amount. Ive provided three email addresses, the first 6 digits of card number, and last four of card number. Put on hold numerous times and no resolution. I would like a free subscription service to Adobe Pro. Its insane when I did have an account but cant access none of the features. I have provided all email addresses and they still cant find account. However you can take my money for services not rendered.

  Business Response

  Date: 10/04/2024

  Hi Team,

  We have reached out to the customer and confirmed the resolution. The customer confirmed to keep the account and a credit of 30 days is also applied to the membership as goodwill.

  Case# ADB-36620245-S4N3
  (NIKHSHAR)

• Initial Complaint

  Date:09/25/2024

  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.

  Roughly 6 months ago I decided to use the free Adobe trial. After the trial was up, I decided to cancel the service through my online account. Despite the cancellation, I was billed for 3 more months without my knowledge. I decided to call Adobe's customer service line in an attempt to confirm the cancellation once I saw the charges, and was quite frustrated about the extra $59.97 I was billed. The person on the line was very hard to understand, and even after I asked three times directly for my subscription to be cancelled, I was recently billed $19.99 again (with a gap of 3 months). This is also after calling my credit card company, because I did not trust Adobe not to bill me again. When the call center employee asked if I wanted 3 free months of Adobe, I had said no, and there was absolutely no mention of continuing my plan. In addition, I checked after I was billed if my account could even access the apps I was being charged for, because I had already cancelled online and had lost the ability to access the apps on my computer on the day of cancellation. After checking, I still did not have access. So, finally, I decided to go back into my account today to see if I could cancel it again. Instead of being able to cancel, I am now getting a fee of $29.99 for early cancellation of an annual plan. I am beyond frustrated, as I never even agreed to an annual plan in the first place. This is by far the worst experience I've ever had with a company.

  Business Response

  Date: 10/01/2024

  Apologies for the poor experience. The customer purchased a ******************************************* All Apps EDU subscription under a different email on January 15, 2024. On April 6, 2024, he contacted support to cancel but accepted 3 free months, with billing resuming in July. He was advised to cancel online if he didnt want to continue, and when he cancelled in September, a $29.99 cancellation fee was applied as per the terms.
  Additionally, on January 19, 2024, the customer opted for a ***** free trial of Acrobat Pro under a different email and cancelled it on the same day. As a goodwill gesture, we've processed a full refund of $149.93 ($19.99 * 6 + $29.99), including the cancellation fee. The refund will be credited within 5-7 business days to the payment method registered with Adobe within 5-7 business days.
  
  Adobe Case: ADB-********-C0W9
  LASHARMA

  Customer Answer

  Date: 10/02/2024

   
  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:09/25/2024

  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.

  On 9/18/24 I signed up for a free trial of Adobe.I am a teacher and a student wanted to try a feature for a project. I logged into the account several times afterwards to cancel the free trial but I had no invoices or plans on my account so I assumed I had already canceled it. On 8/26/24 my credit card was charged $26.57.I contacted Adobe at 11 pm 9/16 via chat.The chat abruptly ended before I got a resolution.On 9/17 at 12 pm I contacted customer service via telephone.I explained the situation to the *** who also could not find an open account with the info I was giving him. I then gave him the transaction info from the charge on my card. He was then able to locate my account this way. I asked him to please cancel my account. He told me that unfortunately he would not be able to do that because there would be a termination fee now that my free trail had ended.I was appalled! I was never made aware of any cancelation fee during the free trial. I also said that not only that I had thought my free trial was canceled because when I logged there were no active accounts or invoices.He agreed that finding my account was difficult and he would speak to his boss to see what he could do.When he returned he told me that he could downgrade me to another service so that I wouldnt have to pay the termination fee and that he would take my payment that was already charged as payment for the new service.I wouldnt be charged again and I would get a refund of $6.54 (the difference between the two services).He told me that this service was a year long service and that I could then cancel any time without any cancelation fee.On 9/20, I was charged another fee of $25.40 and also credited $4.25.This is not what was discussed.I also received an email from the chat that abruptly ended offering me a completely different deal saying I had 3 months free of a service and should not have been charged anything.I would just like all services canceled and all money returned to my account $47.72.

  Business Response

  Date: 10/03/2024

  Apologies for the poor experience. We have checked the account and it shows that all plans under the account were cancelled and the refund for the charges billed have also been refunded. The refunded amount will get credited within 5-7 business days.
  
  Adobe Case : ADB-********-R6M5
  (********)
  
  

  Customer Answer

  Date: 10/04/2024

   
  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:09/24/2024

  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.

  False advertising by Adobe, they sign you up for a yearly subscription plan for a user, and do not disclose that secretly there is a two device limit for activation and you have to go through a time consuming deregistration and reregistration process to simply use another device. this is uncommon in the software industry. this is designed to hook you in, you are not allowed to cancel your subscription with out 6x the monthly fee as a cancellation cost and they know they limit your ability to use the software license you purchased, so their answer when you contact support is you need to spend 400% more for the same thing to switch to a higher plan.clearly non-transparent, ************** and greedy corporate lawyer driven practices.I was not expecting or asking to do anything more than get what I paid for, which is ONE license at a time in use, I am only one person and have no need for more than one active license in use... I just own more than 2 devices and they won't let me use my own device.when I spoke with support they said they would move me to a team plan for the same price as a "workaround" for what they admitted is an issue. after I agreed on that resolution they transferred me to a different department to handle to account/license change... the person said they would not honor the managers agreement with me. I have saved the chat history with the managers commitment and then the subsequent refusal to honor it.

  Business Response

  Date: 10/02/2024

  Apologies for the poor experience. We will directly contact the customer to assist.
  

  Adobe Case: ADB-36591807-N0T3
  LASHARMA

• Initial Complaint

  Date:09/24/2024

  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.

  Adobe express is a app Ive been using for years to create my art I have NEVER had an issue with this app until now, now its upgraded its app nd now they harass you daily about getting there premium access. I downloaded the premium access and now all of my art in my files are gone I will sue this company if my art or if Adobe does not retrieve my art work because who knows what they are trying to do with it and not pay me or ask my permission on anything, something needs to be done about this scam move immediately. I was left with 4 files when I have so much more then that in the files. Over 20 files to be exact and now only 4 files come up. I have a clothing drop Im trying to do and now all my work for it is gone.

  Business Response

  Date: 10/03/2024

  Apologies for the poor experience. We will reach out to the customer and help with the request.

  Adobe Case : ADB-36603852-H8Y6
  (JASROTIA)
  
  

• Initial Complaint

  Date:09/23/2024

  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 signed up for this service through the app, when I realized that I couldnt perform what I needed through the app. I tried to cancel. Unfortunately, they set up the app in a way that makes it impossible to use your mobile device. It doesnt allow you to move forward to cancel. I have charged twice. I just want to cancel the membership and get my money.

  Business Response

  Date: 10/02/2024

  Hi Team,

  We have canceled both the plans from the system along with refund for the last invoice as goodwill. The refund will be processed within the next 5-7 business days.

  Refund# USD 24.98

  Case# ADB-36588933-T1L6
  (NIKHSHAR)

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22317411
  
  I am rejecting this response because:
  I have now been charged three times. I want a complete refund for all three charges. If you sign up for a plan on your mobile device, you should be able to cancel it on your mobile. Otherwise, thats fraudulent. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/07/2024

  Hi Team,

  Our records indicate that the customer has used the services during the course of the membership. As an exception we have processed waived the cancellation charges and processed the refund for the last charge as goodwill. We would not be able to provide more refund considering the usage of the services.

  Case# ADB-36588933-T1L6
  (NIKHSHAR)

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I accept the resolution, because they refuse to refund all the charges made to my card. So I have no other choice. When you sign up through an app, you should be able to cancel through the appt. Otherwise, thats fraudulent and deceitful. I will never use adobe again.
  
  Sincerely,
  
  ****** ******