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

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

• 

  Adobe Systems Inc

  601 Townsend St San Francisco, CA 94103-4907

• 

  Omniture, An Adobe Company

  550 Timpanogos Cir Orem, UT 84097-6212

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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: *****************
  ********
  

  
  

• Initial Complaint

  Date:08/29/2024

  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 signed up for a trial July 30, 2024. I went on their website to cancel on August 3, 2024.. However, on August 23, 2024 which was surprising to me because I had cancelled the service.

  Business Response

  Date: 09/08/2024

  Hi Team,

  Our records indicate that there is no active membership purchased directly through Adobe. There is *************** services purchased through Apple I-Tunes which is active. If the customer wish to cancel the services, then they can contact apple support to cancel the services to avoid further charges.

  Case# ADB-36223240-L4G3
  (NIKHSHAR)

• Initial Complaint

  Date:08/29/2024

  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 started a free trial because I needed to help my nephew scan some court documents - when I went to cancel the trial I was a day late, and they told me I couldn't cancel. I will not use this at all and truly cannot afford to pay $22 a month for a year helping my nephew with a very stressful situation in which he was a victim, and needed these documents. into a PDF. I did not understand that I would be charged a fee to cancel. I have paid for 3 months and havent use it and will not use it. Please help me cancel this yearly subscription without a fine for canceling. Aug 26, 2024 Invoice AB04364300007CUS Adobe Acrobat Pro US$21.24 Jul 26, 2024 Invoice AB04364300007CUS Adobe Acrobat Pro US$21.24 Jun 26, 2024 Invoice AB04364300007CUS Adobe Acrobat Pro US$21.24 Thank you in advance for your consideration.

  Business Response

  Date: 09/03/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro on 19 Jun 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 could not cancel within the trial period. Hence, we have terminated her plan without any fee and initiated a full refund as a goodwill gesture. The credit of $63.72 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-V5F7
  LASHARMA 

  Customer Answer

  Date: 09/05/2024

   
  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. Please note that I was not given the ***** period to cancel. I called on three occasions and was told each time, that if I canceled I had to pay $98 early termination fee.   That is why I filed this dispute.  Thank you for resolving it promptly.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/29/2024

  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.

  February of 2023 I entered into a trial period for adobe creative cloud services where I would be able to cancel said services at no charge prior to March 30th of 2023. I was not aware that Adobe would make it impossible to cancel services and begin a reoccurring charge to my account as it had created a "contract" that I had never agreed to and made it impossible to cancel the account. Since the initial use of the account during the "free" trial period, I have not utilized the account once. I have repeatedly attempted to cancel only to be met with demands of a large cancelation fee to do so, a contract I had never agreed to. I had actually attempted to remove my payment information in order to stop the fees and when that didn't work, I made the funds unavailable in the account in the hopes they would let me cancel. My only option was to allow them to withdraw from my account to even manage it. I wasn't allowed to access my billing information and there is no option for customer service outside of an ai support bot that provides no assistance. The only reason I was able to cancel my account now is because the *** has found them guilty of scamming many people such as myself and adobe has only within the last few weeks, allowed people to cancel without penalty. I have yet again attempted to seek refund for the 17 months of $21.19 they have illegally charged me, but they are only allowing refunds for payments made within 14 days. Conveniently freeing themselves from all of the fraudulent contracts they have accepted payments from. They are in multiple lawsuits now for scamming many others such as myself for the same illegal activity.

  Business Response

  Date: 09/05/2024

  Apologies for the poor experience. We found that there was no previous attempt to cancel the plan. The account shows that it has been cancelled in July. However, we have processed a refund for the 17 months. A refund of USD ****** will be credited within the next 5-7 business days.

  Adobe Case : ADB-********-P6Y3
  (********)
  

  
  

• Initial Complaint

  Date:08/28/2024

  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 work for a state education organization on a ***** funded project on the far west side of the state. The project is migrating back to the state department of education offices on the far eastern side of the state. This is a major project. I originally held an individual adobe account for the project, but the office assistance for my organization was tasked with opening an organizational Adobe account for all employees (me included). In April I woke up to find my project account closed and had to go through a major headache with Adobe support to get access back to my individual project account and have those files moved to my new organization account. This was a problem from the get go, because the project was moving back to the state and the Project account needed to re-assignable to the new department of education administrator, so it should have stayed as an individual account. State agency now has their own Adobe account, and I need ********************** to migrate these cloud files to the new State Department of Education account from my regional educational organization account. I do not think this is an unreasonable thing to ask Adobe to complete. They migrated my digital files from the individual account to the organization account. When I finally got a live chat agent the only solution they would offer was that I need to download what are literally HUNDREDS of project files one at time and then ship those files off by mail to my colleague at the state office who would then need to upload those files to their account!!!!!!!!! Are you kidding me? Please tell me this is not your "best" solution. I asked to speak to a manager and the live agent went dead. I am uploading the chat transcript. PLEASE HELP!

  Business Response

  Date: 09/08/2024

  Hi Team,

  We will reach out to the customer.

  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:08/28/2024

  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 continues to charge me strange amounts. I have asked them to cancel my account for 3 months now, and I continue to be left from the chat and lied to. Yesterday, they attempted to charge me $49, despite having a $10 a month plan. The account was closed so they could stop trying to scam me, yet they continue to charge me. I want this company stopped from endless scams!

  Business Response

  Date: 09/02/2024

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

  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:08/28/2024

  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 was being charged ***** a month to a credit card by Adobe for an Acrobat subscription. I am 89 years old, no longer in business, and was attempting to cancel the no longer needed subscription.I called and spoke to ******* at ************ at 1pm EST. He relentlessly tried to sell me a new subscription starting Jan 2025, when I told him 4 times no, he attempted to sell me other adobe products.I did tell him I was about to turn 90 and no longer in business. Th call dropped after my last attempt to cancel with him. I guess it's ok with Adobe to brow beat an elderly person.

  Business Response

  Date: 09/05/2024

  Apologies for the poor experience. We found that the customer contacted us to cancel, and the consultant already cancelled the plan on 07/25/2024. The subscription is cancelled, and as a goodwill gesture, we have issued the current month's refund. A refund of $21.19 will be credited within 5-7 business days.

  Adobe Case : ADB-********-G3P4
  (********)
  

  
  

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22209108
  
  I am rejecting this response because:

  i want to be sure both subscriptions were called. One was under email of ******************* the other under *******************  They cancelled one, i was having trouble with the other.  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/24/2024

  Apologies for the poor experience. We have checked and confirm that both the subscriptions linked to the *** emails shared are cancelled. Please let us know if there is any other action required.

  Case number : ADB-********-G3P4

   ********

   

   

  Customer Answer

  Date: 09/25/2024

   
  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:08/27/2024

  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.

  THEY CHARGED MY CARD EVEN AFTER I TOLD THEM THAT I DID NOT WANT TO CONTINUE THEIR SERVICES.

  Business Response

  Date: 09/08/2024

  Hi Team,

  Our records indicate that the membership is canceled and there will be no further charges.

  Case# ADB-36223203-N9L2
  (NIKHSHAR)

• Initial Complaint

  Date:08/26/2024

  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 14-day trial from Adobe Acrobat Pro. They said to cancel before 14 days and then it's a monthly fee of $*****. I missed the 14-day deadline to cancel without charge and was prepared to eat the *****. When I went to cancel, I was informed that there would be a $120 "early cancelation fee." This is absolutely predatory and was not clearly stated anywhere in the signup process. Their confirmation email is deliberately vague:"After the free trial ends on August 9, 2024, you will be charged US$***** (plus tax) monthly. At the end of your one-year term, your subscription will automatically renew monthly until you cancel (price subject to change). Cancel before your free trial ends and you wont be charged. No annual commitment required after the first year. "

  Business Response

  Date: 09/02/2024

  Apologies for the poor experience. We discovered that the customer initiated a ***** trial for Acrobat Pro on 08/02/2024. Following the trial, there is a 14-day ***** ****** during which the customer can cancel the plan and receive a refund. The customer was unable to cancel within the trial ****** and reached out for support after the ***** ****** had expired. As a gesture of goodwill, the consultant canceled the plan without charging any fees, even though the customer had declined the offers made by the consultant.  
  
  Adobe Case: ADB-********-F7Z1
  LASHARMA 

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service 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.

  For many years I would pay $10 month to month subscription. I would use one month and then my subscription would end. I would renew periodically.The last time I setup my subscription adobe some how got me to sign up for 1 year. I did not intentionally sign up for 1 year, I thought I was buying the usual month to month. I feel they applied deceptive tactics to get me to sign up for 1 year.I am requesting a full refund for all the month that I did not use my adobe subscription for.Thanks ********************* ********************

  Business Response

  Date: 09/02/2024

  Apologies for the poor experience. We have checked the account and have raised the refund for the cancellation fee of USD ***** including taxes, we have also raised the refund for the charges you were billed for the plan. A total amount of USD ****** including taxes will be credited in your account within the next 5-7 business days.

  Adobe Case : ADB-********-F2Z7
  (********)
  
  
  

  Customer Answer

  Date: 09/04/2024

   
  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,
  
  *********************