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. has 12 locations, listed below.

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• 

  Adobe Systems, Inc.

  345 Park Ave San Jose, CA 95110-2704

• 

  Adobe

  10490 Little Patuxent Pkwy Ste 200 Columbia, MD 21044-4960

• 

  Adobe Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems Inc

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

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:09/20/2024

  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.

  *Signed up for free trial, canceled free trial when I received the reminder update. The new plan didn't show up on my account, so I thought it had been successfully canceled until the charge for $49.99 showed up on my credit card statement. I reached out and after over an hour of chat they said it actually wasn't canceled and that I was signed up for an annual commitment, but they would give me the next three months for free. I went to verify that they had done so and today it showed another charge for the month of September, so they didn't even apply the free 3 months they offered. I want the two months of charges refunded and this supposed annual commitment canceled.

• Initial Complaint

  Date:09/18/2024

  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 Acrobate XI in 2013. At the time I used it a lot but now I only use it on two annual projects each year. I recently got a new computer and tried to install the program but it said that I had reached my maximum concurrent installs allowed and I needed to deactivate a previous install. I followed the directions and deactivated it on the only computer that I still have it installed but it still will not let me install it on my new computer. Additionally, it now no longer works on my old computer.Talking to customer service, they said my only options was to accept a special offer for a discounted trial period for the subscription model. I do not use the software enough to justify the **************** the software will not work on my old computer. I carefully followed the directions on their website and now have lost access to the software that I paid for.

  Business Response

  Date: 09/20/2024

   Apologies for the poor experience. We found that the activation count has exceeded its maximum limit. A user can only activate the product on 2 machines; however, the customer has used it on more than 2, so we won't be able to increase the activation count. However, we can offer a discounted price with 6 free months if the customer decides to move to a subscription. The customer can contact ********************** and share the case number, and he can avail the offer.
  
  Adobe Case: ADB-********-Y9C8
  LASHARMA

• Initial Complaint

  Date:09/18/2024

  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 contacted Adobe via online to cancel subscription for Adobe lightroom that I was using. I received notification of cancellation, but yet they continued to charge my account. I called ********************** back in August to get reimbursed for the charges and to review why i was billed again. They said i was charged for another service that I signed up for. They cancelled that service and reimbursed my fees. They indicated that all services were cancelled and that I would not be charged anymore. Then on 9/15/24, they charged my account again for a different amount of $65.31. I called to dispute these charges and to ensure they cancelled any services. Initially they indicated that they couldn't refund the funds because the debit card information I provided doesn't match their records, but after urging them to stop charging me, they finally relented. This company's practice of charging clients is unethical and should be fined for bad business practices.

  Business Response

  Date: 09/27/2024

  Hi Team,

  We apologies for the experience received by the customer. Our records indicate that there is no active membership on the email address shared and will be no further charges.
  We acknowledge the feedback shared and will share the feedback with the relevant teams.

  Case# ADB-36519330-Q9C7
  (NIKHSHAR)

  Customer Answer

  Date: 10/01/2024

   
  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:09/17/2024

  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.

  On September 5th, 2024, I ordered an annually billed plugin from Adobe Excange. I paid, recieved a downloaded file to install the plugin, and used the feature for a full week.On the night of September 12th, The feature was working as it should. I locked my computer at the end of the day, then went home. The next morning, I returned to my office, unlocked the computer. Nothing changed, except for 12 hours had gone by.The feature was gone. The menu it was under was gone.I engaged Adobe support. They were either unwilling, or unable, to assist. The third party vendor of the plug in referred me to adobe. The last Adobe support tech I spoke to wanted me to just buy the plug in again.I spent several hours over the next week on line with adobe support, to no ******** adobe has refused to resolve this issue, I feel that there is no recourse but to open this case with BBB. I have documents, transcripts of chats (that the technicians refused to provide), and the reciept for the plugin. I have proof of a contunually maintained license for the ********************** suite.All I want is to use the product I paid for, Adobe has refused to accommodate.

  Business Response

  Date: 09/20/2024

  Apologies for the poor experience. We will contact the customer directly and help.
  
  ********************** Case : ADB-********-J3V9
  (********)
  
  

• Initial Complaint

  Date:09/16/2024

  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.

  August 16, 2024 I signed up for the free trial and downloaded Adobe. After downloading, my screen was flashing and was no longer working correctly leading me to cancel the trial. I now realize I was charged $24.43 initially.September 15, 2024 I was changed $24.43 again and was upset since I was under the impression this was already canceled. I logged back in and attempted to cancel and was told I would be subject to a $114 early cancellation fee. This was NOT clear and nor was the fact that I would be subject to an initial charge. Because of the issues I had with Adobe, I was unable to use it for even one day.The $114 transaction hasnt hit my account yet but I can provide the documentation for this once it has.

  Business Response

  Date: 09/20/2024

  Apologies for the inconvenience. We discovered that the customer had never attempted the cancellation in the past due to which she was billed. However, we have cancelled the plan and have raised a refund for the amount of USD ******. The refund will get credited within the next 5-7 business days.
  
  Adobe Case : ADB-********-W3R1
  (********)
  
  

  Customer Answer

  Date: 09/23/2024

   
  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:09/11/2024

  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 am being charged by Adobe. I have no invoices or plans on my account. I am being charged rogue by Adobe for a canceled trial. **************** stated that I have no invoices or plans so am not being charged. I've provided proof of credit card charges, initial trial confirmation and trial cancellation emails as well as screenshot w/ no invoices.

  Business Response

  Date: 09/16/2024

  Apologies for the poor experience. We found that the customer purchased the subscription under an incorrect email address with a typo error. When the customer contacted support, the consultant cancelled his subscription with a full refund of $127.44 ($31.86*4) months.
  
  Adobe Case: ADB-********-T6H7
  LASHARMA

  Customer Answer

  Date: 09/17/2024

   
  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:09/09/2024

  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 August 6, 2024 I entered information for a trial of Adobe for personal use. It was suppose to be for two licenses. There was a 14 day trial and I would be charged after the 14 days. On August 21st I was charged $47.98. I had not needed to use Adobe during that time but was ok with paying because I thought it would be available when I needed to use it. Today I attempted to log into Adobe. I went through the two step process but there is no active account(s) connected to my email. I reached out to Rocket Money to assisted because I had already been charged $47.98 and did not want to loose any more money to Adobe without an active account to access. Rocket Money quickly notified me they needed more information because my information is either incomplete or incorrect. After searching the Adobe site I found a help link. I requested a refund. The associate offered several other options amounts to lessen the cost per license per month. At this point I am frustrated that I want to look elsewhere for a program that at least gives me full access before billing and customer services. The person then informs me there is a cancellation fee as this was not a month to month it is a annual contract. After several exchanges with the representative that did not resolve this issues I advise a manager would contact me to resolve my complaint.I have screenshots from inside my Adobe log in that clearly show I do not have a active plan with Adobe. I have used Adobe in the past but I refused to pay for something I don't have access to. I want a refund of my money.

  Business Response

  Date: 09/16/2024

  Hi Team,

  Our records indicate that 1 license in canceled from the team account and has been refunded as well. There is only 1 active license in the team account as requested by the customer.

  Case# ADB-36338165-X4N4
  (NIKHSHAR)

  Customer Answer

  Date: 09/17/2024

   
  
  Complaint: 22256797
  
  
  
  I am rejecting this response because: the account is not active.  The free trial is over.  I was build and paid on an account that I don’t have access to.  Unless it’s been made active this week I can’t do anything in adobe other than view billing.  I can’t open documents, edit or create. I should have had access from August 6.  Today is September 17.  
  

  Can you give me access to the licensed app and start today as the beginning of the contract year?  
  
  
  
  Sincerely,
  
  
  
  Tina Hollie

  Business Response

  Date: 10/03/2024

  Hi Team,
  
  We will reach out to the customer.
  
  Case# ADB-36338165-X4N4
  (NIKHSHAR)

• Initial Complaint

  Date:09/09/2024

  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.

  The app for the company forced me to sign up for a trial of a premium membership and is currently preventing me for canceling or getting a refund by claiming I made the purchase through a 3rd party vendor. That vendor has zero record of the purchase. After looking at reviews online this seems to be a consistent practice by them. I believe they are aware of this issue and are operating not in good faith

  Business Response

  Date: 09/16/2024

  Apologies for the poor experience. We discovered that the requested refund was processed on 09/10/2024. The refund amount takes 5-7 business days to get credited.

  Adobe Case : ADB-********-Y2F2
  (********)
  

  
  

• Initial Complaint

  Date:09/09/2024

  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 Adobe software "Lightroom" on 20 May 2015 with a perpetual license. The software was installed and activated on an old computer that quite working approximately 2 years ago. it was then installed and activated on a new computer. It has worked well for 2 years. Recently, due to a malfunction, Adobe support suggested to re-install. Now, Adobe customer support refuses to activate it. The license number shows registered, active and correct on my Adobe account but they say it is only allowed 2 activations. The only solution they offer is to de-activate it on the old computer which is impossible since it does not exist. They refuse to re-set the activation count.

  Business Response

  Date: 09/16/2024

  Apologies for the poor experience. We found that the activation count has exceeded its maximum limit. A user can only activate the product on 2 machines; however, the customer has used it on more than 2, so we won't be able to increase the activation count. However, we can offer a discounted price with 6 free months if the customer decides to move to a subscription. The customer can contact ********************** and share the case number, and he can avail the offer.
  
  Adobe Case: ADB-********-J5Z3
  LASHARMA

• Initial Complaint

  Date:09/09/2024

  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.

  They claim that every account I've ever made has no subscription, but they still charge my card every month and make it impossible to cancel--I've tried to contact customer support and they wont help me.

  Business Response

  Date: 09/17/2024

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

  ********************** Case : ADB-********-Y5H7
  (********)