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.
330 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:09/06/2024
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 contacted Adobe to ask about buying Adobe Acrobat Pro. I was told there was an education deal for $16.99 per month or $203.88 a year. I asked the chat *** about that price and they told me they could do that. After I entered my credit card info, they came back and said they couldn't do that deal. They could only do $19.99 per month for Creative Cloud. The person wouldn't get me to a supervisor and wouldn't get me a phone number. Then they disconnected the chat. When I reached back out via chat and told the *** the situation he said he'd give me the legal department phone number to file a complaint then he disconnected the chat. This bait and switch is a deceptive business practice and your ***s have no morals or values.
Business Response
Date: 09/10/2024
Apologies for the poor experience. We will directly contact the customer to help.

********************** Case: *****************
LASHARMA
Customer Answer
Date: 09/13/2024

Complaint: 22250536

I am rejecting this response because:
The response, and the offer it contained, was made in obviously bad faith. After registering my complaint with the BBB, I reached out to Adobe through their chat feature where an agent, due to my terrible customer service experience, was willing to offer me Adobe Acrobat Pro for $9.99 per month. This was an exceptional offer and I gratefully accepted their willingness to admit their mistake and make it right. The response given through the BBB did not acknowledge or attempt to make right the terrible customer service they provided and was an insult to me as a consumer.

Sincerely,

******* ******
Business Response
Date: 09/17/2024
Apologies for the poor experience and delay you've experienced. We will use this feedback to enhance our service quality. Your concerns have been escalated to the relevant management team. Since you've confirmed the resolution via email, *** now closed the case. Please feel free to reach out our Adobe Phone Support: - ************** or Chat Support: - ****************************************************** if you need any further assistance. You can also let me know via BBB if you need any further assistance.

Adobe Case: ADB-********-Y6B6
LASHARMA
Customer Answer
Date: 09/24/2024

Complaint: 22250536

I am rejecting this response because they didnt do anything except to say theyd use my feedback in the future. No one from management contacted me and the agents lack of meaningful response shows their lack of commitment to customer service. Ill use the product per the deal I renegotiated but Ill be looking for an alternative and will definitely let others know not to expect exceptional customer service from **********************.

Sincerely,

******* ******
Business Response
Date: 09/24/2024
Apologize for the poor experience. We called the customer at **************, apologized for the inconvenience, and assured him that feedback has been shared with the agent involved. The customer mentioned he received what he needed but was upset that his request to speak with a supervisor wasnt addressed promptly. We apologized for this as well and reassured him that such incidents will not happen again, either with him or any other customer, as this is not reflective of *********************** standards. Additionally, the customer was dissatisfied with the ******************** response and wanted a follow-up call. He confirmed that he has no further concerns at this time.
Customer Answer
Date: 09/30/2024

Complaint: 22250536

I am rejecting this response because:
Adobe has not fixed the issue. I appreciate that they apologized but just today I tried to use the chat feature to solve an issue and it seems they are retaliating against me by providing slow service (taking over 4 minutes between chat responses). I spoke with a supervisor but, agin, they wouldn't address the service issue. I asked to have management call me back and gave them my number but they wouldn't commit to when I would hear back from the company. This shows they did not fix anything and that they think they can treat customers poorly. They gladly take your money with a promise of good service but they don't provide that service when consumers need it. I asked for a copy of the chat transcript but as of this message they didn't send it.

Sincerely,

******* ******
Initial Complaint
Date:09/05/2024
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.
In 2021 I was notified by adobe to add a back up email to my account for security purposes. I did as I was instructed and for that I was charged for two separate adobe accounts when I have ONLY HAD ONE FOR ******** May 2024 I was notified by *****, ****** and my bank that Adobe was charging me monthly from each account for one ********************** account. I was being charged $90 in total for one $30 adobe account.I blocked ********************** from continuing to charge my ********* and ******. I was informed by adobe they would go back ONE YEAR and reimburse $1079.88.I was informed on 8/6/24 that the refund was processed and would be in my account in 5-7 business days!Today is September 5, 2024.I have asked adobe 5 times to update me on the refund and told via chat it would be 24 hours. Then another 24 hours. Now today they want my bank account number added back to My account prior to sending my refund!I want my **** money now and I will not be giving them my bank account number to continue to steal money for fraudulent accounts!
Business Response
Date: 09/10/2024
Apologies for the poor experience. We discovered that the requested refund was processed on 09/05/2024. The refund amount takes 5-7 business days to get credited.
Adobe Case : ADB-********-W2G7
(********)
Initial Complaint
Date:09/05/2024
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.
Bait and switch tactic used when trying to sign up for a free trial of Adobe Lightroom. While in the Free Trial area there is an option to click for additional information. This unknowingly takes you to a screen that has you registering for a monthly subscription as opposed to the free trial you thought you were signing up for. After paying the monthly fee and using the software I made a cancellation attempt so that the next months payment would not be processed automatically. I was notified that even though I had paid for the month, I would lose access immediately if I cancelled that day. This is an unethical business practice and is a deliberate attempt to hold customers off from cancelling in hopes they will either miss the cancellation deadline or run into several issues and complicated steps when trying to cancel like I did. On the day prior to automatic resubscription, I attempted to cancel not only Lightroom but Adobe Premier Pro and Stock Images. I was continually met with an error message on the screen (as attached in the screen shot). It became time consuming and confusing as I encountered numerous obstacles and pages to navigate trying to find a way to contact Adobe other than the AI assistant (which is useless for this concern). It was then also discovered I had been given inadequate disclosure of an early termination fee associated with my subscription plan of Premier Pro and would lose access to the program immediately, even though I was tricked into paying 50% of the remaining monthly payments. Since I was not able to cancel Lightroom by the due date because of issues with their webpage cancellation area I was charged a second monthly fee and do not even have access to the Program.
Business Response
Date: 09/14/2024
Hi Team,
Our records indicate that the billing for Premiere Pro and Stock was not released as the plan was on 4th September which lies under the 14 days of cancellation policy, hence, the services were terminated immediately and there were no charges applied.
For Lightroom the customer got charged for the cancellation charges as per the cancellation terms; however, as an exception we have processed the refund which will be credited within the next 5-7 business days.
Refund# CAD 82.17
Case# ADB-36324482-T6F0
(NIKHSHAR)
Customer Answer
Date: 09/18/2024

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:09/04/2024
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.
I signed up for a free trial. When prompted to cancel, I was offered to stay on for free for an extended period. I opted in. Then I found out I've been individually charged monthly and then I got hit with a cancellation fee. I was charged 3/18: 24.37 3/18: 36.56 4/17: 36.56 5/16: 36.56 6/20: 36.56 8/18: 36.56 8/16: 24.37 8/19: 73.11 There's no rhyme of reason for these charges
Business Response
Date: 09/10/2024
Apologies for the poor experience. The customer subscribed to a ***** Photoshop trial on 03/08/2024. After the trial, customers have a ****** ***** period to cancel their plan and receive a refund. In this case, the customer initially attempted to cancel but chose to accept an offer for 2 free months. Once the free period ended, regular billing resumed, and the customer was charged $24.37 in August. When the customer later canceled their annual plan during the active term, the system applied a $73.11 cancellation fee as per the Terms and Conditions.

However, as a goodwill gesture, we have terminated the plan and initiated a refund for both the August payment and the cancellation fee, totaling $97.48 ($24.37 + $73.11). The refund will be processed within 5-7 business days using the original payment method.

Regarding the five other charges of $36.56, we will reach out via email to request any additional email addresses the customer may have used to purchase a subscription, so we can locate the accounts and assist with cancellation and refunds.

Adobe Case: ADB-********-P9R8
LASHARMA
Initial Complaint
Date:09/04/2024
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've been trying to get the refund for **************** for 2 days already. The support chat has lied to me about putting on a refund request. Each support personnel I've talked to from Adobe, has either told me to contact ****** for a refund or has filed a refund request (which is false according to the last support, because they couldn't tell me the status).According to this Adobe page (**************************************************************************************************************), I'm supposed to contact Adobe after 48 hours of purchase. The support has denied me the help from Adobe and told me to send the request to ****** instead, which is impossible since 48 hours have already passed, therefore i'm stuck in a loop.I wanted to try out the trial version of the ****************, but it wasn't suitable for my DSLR camera. Since the first day of starting the free trial, i've been trying to cancel the subscription. Apparently, the ****** Play application has set my subscription to an account I'm no longer using and it took me a long time to identify which account this was. Therefore, because 48 hours have passed, I decided to contact Adobe. Since 14 days haven't passed since the purchase and it has been 48 hours, I'm fully eligible for a refund from Adobe, not ******.
Business Response
Date: 09/10/2024
Apologies for the poor experience, We discovered that the requested refund was processed on 09/09/2024. The refund amount will be credited within 5-7 business days.
Adobe Case : ADB-********-S7M8
(********)

Customer Answer
Date: 09/11/2024

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,

********************
Initial Complaint
Date:09/03/2024
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.
My Adobe account was hacked this evening.I closed the account to avoid future access to my personal information and data.I sent an email to Adobe making them aware of the issue, and instead of receiving a response got an "undeliverable" notice to my message. So I hope this message is able go get through.I would greatly appreciate if you could explain how a hacker was able to access my personal information so quickly for this account that had been so recently opened so I can prevent future breaches.I hope that Adobe is able to respond to and address this issue and provide appropriate compensation for the data privacy ************** regards,*****
Business Response
Date: 09/14/2024
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Customer Answer
Date: 09/16/2024

Complaint: 22227830

I am rejecting this response because: Ive not been contacted - Ill consider the response accepted once theres a resolution here. Thanks.

Sincerely,

***** *****
Business Response
Date: 09/24/2024
Hi Team,

We will reach out to the customer.

Case# *****************
(NIKHSHAR)
Initial Complaint
Date:09/03/2024
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 an Adobe package and upon trying to download the *** software, there was an issue with an expired license preventing me. The website had zero contact information for customer service. I googled several different times with different phrases and was unable to locate an email or telephone number to request assistance. Everything was leading me to their Q&A, or chatbot and the chatbot couldn't register the issue. After several unsuccessful attempts to network someone I knew to assist me, I went to cancel the purchase since I was unable to use it and that's where I discovered if I cancelled, I owed the entire year. I called my bank and did a stop payment. I did NOT dispute the original charge. USAA was successful in the stop payment against the Adobe merchant - ADOBE *ADOBE ************ CA. I also followed up with the chatbox and revoked authorization of future debits since there was zero other avenues. On July 2, and August 2, 2024, ADOBE ************* ADOBE.LY/ENUSCA drafted $19.99 from my checking account without authorization.I currently have a pending debit for September 3 from ADOBE ************* ****** for $19.99.I called USAA thinking there was an issue on their end with the stop payment and was advised that ADOBE has created two new merchants to circumvent the stop payment. Instead of moving forward with another stop payment. Upon returning to Adobe website, still unsuccessful at finding any contact phone number or email, I tried the chatbox and it appears I may have reached a live agent. I requested the updated contract under the new merchant name that authorized the debits beyond the stop payments and it didn't matter how I explained it, the request was never fulfilled. Adobes business practices are unfair and deceptive and should be looked further into. Not only is it impossible to receive customer support, the customers are left zero recourse because the business has the banking information and a revolving door of created merchant IDs.
Business Response
Date: 09/09/2024
Apologies for the poor experience. We found that the customer subscribed to an annual plan, paid monthly subscription for Adobe Acrobat Pro on 01 May 2024. 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 contacted support to cancel her plan; however, the chat disconnected for no reason, and due to no response from the customer on the emails, the case was closed without any action. Hence, we have terminated her plan without any fee and initiated a full 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-********-D8K0
LASHARMA
Initial Complaint
Date:09/03/2024
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.
July 18 I was suppose to get a refund of the money that adobe charged me for a free trail. Ove 4 times I have input my debit card information to get my refund of *****. I DO NOT HAVE THE MONEY they said it was deposited it was no! they have stolen my money!
Business Response
Date: 09/11/2024
Apologies for the poor experience. We found that the refund has already been processed and would request the customer to check with his/her bank.
Adobe Case : ADB-********-T5H7
(********)
Initial Complaint
Date:08/30/2024
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 cancelled my subscription with Adobe for Photoshop and the creative cloud. They continued to charge me and every month I have to take time from my busy life to deal with a company that doesn't know how to stop charging me every month $37.00
Business Response
Date: 09/14/2024
Hi Team,
Our records indicate that there is no active membership on the account. If there are charges, then we would like to request the below mentioned information to investigate further.
Exact amount charged
Date of charge
Name on the card
First 8 and last 4 digits of the card
Case# ADB-36324419-V6Y7
(NIKHSHAR)
Initial Complaint
Date:08/29/2024
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.
I purchased a copy of Adobe Creative Suite 6 in July of 2014 (CD version with serial number). I bought a 'perpetual license' as per the license agreement. I have a serial number to activate it, it worked great for years. My laptop recently crashed and I had to re-install operating system and wipe hard drive. I tried to re-install and it fails to register product because adobe inactivated my serial number. I contacted their customer service asking for this to be fixed or refunded to no avail. They told me the license was not perpetual and ran out. This is not true according to the license agreement. Online forums suggest adobe has done this to MANY customers to try to force them onto ******************************************* subscription services. I filed and FTC complaint and will be filing a small claims court case as well for the ~$760 software theft through fraud. I only used the program personally, not for business. I should own the software and be able to keep using it. Though it is end of life, I don't want continued service really- and wouldn't need them to reactivate my account had the not deactivated it in the first place.
Business Response
Date: 09/02/2024
Apologies for the poor experience. We will directly contact the customer to help.

********************** Case: *****************
********

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