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:08/22/2024

  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.

  I signed up for adobe acrobat pro on a monthly basis without being properly informed that it was actually a yearly contract. I tried many times in the first few months to cancel my subscription but couldn't find the right spot on the website. When I did finally find the right spot I thought the cancellation fee was a mistake! I thought there must be a way to cancel a monthly subscription without a fee. Finally today after already paying $150 more than I intended, I decided to bite the bullet, take the fee to the face and cancel. The fee is advertised as $39.98 but will be more with tax and fees. This is such shady business practice and totally unfair to the consumer.

  Business Response

  Date: 08/26/2024

  Apologies for the poor experience. The customer subscribed to a ***** trial for Acrobat Pro DC on January 5, 2024. After the trial, there is a 14-day ***** period during which customers can cancel their plan and receive a full refund. Unfortunately, the customer could not cancel within the trial period or the subsequent ***** ******* When the customer eventually cancelled,she was charged an early termination fee as outlined in the Terms and Conditions of the plan.
  
  The customer had chosen a monthly annual plan, which is more cost-effective than a month-to-month plan but comes with a one-year commitment.As a goodwill gesture, we have terminated the customers plan and initiated a refund of $217.11, which will be processed within 5-7 business days to the original payment method.
  
  Here is the breakdown of the $217.11 refund:
  
  Monthly charges: $21.71 ($19.99 + $1.72 tax) x 8 months
  Cancellation fee: $43.43 ($39.98 + $3.45 tax)
  
  Adobe Case: ADB-********-Z3H1
  LASHARMA

  Customer Answer

  Date: 08/26/2024

   
  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. Thank you Adobe for being willing to help, especially in such a timely manner. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2024

  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.

  Adobe has been over-charging my account monthly, for a few years if not more. I have been researching my invoices. As I've stated before, I have paid my subscriptions yearly with Adobe for more than 3 or 4 years. I want a refund plus interest for having 2 accounts. Why would ********************** not bring this to my attention before I paid for 2 accounts. I'm also being charged 2 times a month, $9.99 and $19.99. We, myself and my husband, *******, do not remember ordering the Photography subscription for $9.99 but have been paying the monthly charge for a very long time. During most, if not all the years, starting January, 2017, I would like Adobe to refund me monies due me. I am only requesting Adobe to investigate this issue with my account. I also want to see all accounts ********************** has with names of ******* or ************************* as account holder. In your investigation, you will see what I've been trying to resolve OR (which I'm all ready to accept if my fault), it was something I didn't understand and I'm sorry. I'm so ready to get a satisfactory resolution.You have the technology to easily fix the problem, I do not. I have Adobe invoices showing everything that was mentioned above. Please fix my account. Thank you, ************************************

  Business Response

  Date: 08/26/2024

  Apologies for the poor experience. We found no previous attempt to cancel the Photography plan, which has now been cancelled. As requested, we have initiated a refund for the charges billed over the past two years. A total of USD ******, including taxes, will be credited to your account within the next 5-7 business days.
  
  Adobe Case: ADB-********-M2W1
  ********
  
  

  Customer Answer

  Date: 08/27/2024

   
  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:08/21/2024

  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.

  Im writing to share my disappointing experience with Adobes customer service. I attempted to cancel my Adobe account and avoid further charges through a phone call, but despite my efforts, the cancellation was not processed as promised. To my dismay, I was still charged extra after the call, and my account remained active.I contacted Adobe support including on May 17th and Aug 2nd, 2024 to resolve this issue, but each interaction seemed to lead nowhere. The lack of effective communication and resolution has been frustrating. I expected a straightforward cancellation process, but instead, I faced unexpected charges and a frustrating cycle of unresolved complaints.Its disappointing to see such a reputable company mishandle account cancellations and customer support. I urge ********************** to address these issues and improve their customer service to prevent future problems for other users.

  Business Response

  Date: 08/27/2024

  Hi Team,
  
  Our records indicate that both the plans now stands as canceled and there will be no further charges.
  
  Case# ADB-36046811-K4D1
  (NIKHSHAR)

• Initial Complaint

  Date:08/20/2024

  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.

  As an American consumer, I really despise patronizing business such as Adobe that do not genuinely take pride in its consumers and provide the best quality experience. On August 19th, I have been on hold for more than 35 minutes to simply Cancel Adobe Free-Trial Subscription. This is exactly why I do not TRUST businesses like Adobe, which monopolizes the market for data conversions, with my bank account information because once you have a consumers' bank card information and in your mind the consumer will either "Forget to cancel" or "Make it as difficult for the consumer to cancel prior to the expiration date." You impose to force on customers because you either permit your employees to demonstrate lousy work ethic and habits to not answer consumers' calls or you deliberately do not wish to truly give consumers' the option to Cancel." Either way, I am not going to be forced into a bind with Adobe Acrobat to pay for a subscription I no longer need. In addition, you make it advantageous for consumers to Cancel within their account(s). You purposely make it almost impossible that is what prompts the call in the first place. I request to have my free subscription cancelled effective immediately. Please see attached details for cancelling order prior to the expiration date.

  Business Response

  Date: 08/26/2024

  Apologies for the poor experience. We can see the customer has also contacted our CEO and one of the members of the Adobe Executive Team has cancelled his subscription and shared the confirmation via email.
  
  Adobe Case:ADB-35936205-N9P7
  LASHARMA

• Initial Complaint

  Date:08/19/2024

  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.

  Needing to digitally sign a document, I downloaded Adobe and started a free trial. This free trial then turned into a monthly charge as I forgot to cancel it. Upon cancelling the account, I was charged "50% of my remaining contract obligation." The fact that this "contract" is a year long agreement, whereby a set amount is to be charged each month, is both predatory and misleading. It is not immediately apparent that, upon starting a free trial, one will be locked into a year long agreement to pay for the service if the trial is not cancelled before the first payment charge. This is a cruel trick by a massive company trying to ******* a few extra dollars out of regular people. This is incredibly predatory and exploitative. Upon trying to contact agents (only via IM since they do not offer phone calls), I was repeatedly told that they were having technical difficulties and to try again in 2-4 hours, or 3-5 hours, or 4-8 hours (all the agents told me different times). This happened every day for over a week. So, not only did they lock me into a bogus, misleading contract, but they will not even provide me the ability to dispute this charge.

  Business Response

  Date: 08/23/2024

  Apologies for the poor experience. We discovered that the customer attempted to cancel online in April but accepted a 60-day free offer to continue with the annual plan. As a result, once the 60-day free period ended, billing resumed for the annual plan, paid monthly. The charges for the cancellation fee show that they never cleared, and the customer was not billed the cancellation amount. However, we have now terminated the plan and initiated a refund as a goodwill gesture. A credit of $106.95 will be processed within 5-7 business days to the original payment method.

  Adobe Case: ADB-********-R4V9
  ********
  
  

  
  

• Initial Complaint

  Date:08/15/2024

  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 cancellation policy. The fee to cancel plan cost money. They state it's due to the savings you received for this plan initially but I don't remember seeing that disclaimer when signing up or I would have never considered Adobe. My feet was $59 dollars to cancel at this time and payment of the current month. I've been with Adobe for years and never knew these terms.

  Business Response

  Date: 08/27/2024

  Hi Team,

  We have canceled the Premiere Pro membership without the cancellation charges. The customer will not get charge for the services anymore.

  Case# ADB-36046348-R5R8
  (NIKHSHAR)

• Initial Complaint

  Date:08/15/2024

  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 perpetual license of ********************** Acrobat Pro 2015 DC in April 2015. The **** allows the user to install the application on multiple machines for use. I am told by Adobe that you can activate the software in up to 5 machines. The software is still compatible with current operating systems. If you retire/recycle a computer, Adobe has a tool which helps Adobe employees release the license from the old computer to make a license available for a new machine. However, I learned that Adobe recently made a business decision to discontinue the tool that allows Adobe to release the license from old machines. When I tried to activate the software on my machine, the support *** said I needed to purchase a new, monthly subscription. The ***resentative from Adobe indicated that millions of Adobe customers are angry with this change. While it is frustrating to the consumer, I also think it is ILLEGAL. They are not following the terms of use for the perpetual license and forcing people to abandon the software they purchased in favor of paying more subscription license revenue to **********************. The corollary would be purchasing a car (that includes software) and in 10 years telling consumers that they need to pay a subscription for the software for the car to continue to work. On 8/10 I chatted with an Adobe customer service *** who escalated to her manager. On 8/12 I spoke with ******** ********************* who understood my frustration and offered 6 months free subscription. I indicated that wasn't acceptable since I had already paid a perpetual license and he suggested I speak to his senior manager, ***************************, whom I spoke to today who would not resolve the issue. I believe Adobe's business practice is impacting several customers by forcing them to pay for software they have already licensed. I have only used the software personally and never shared with anybody else. I am happy to send a copy of the ****. I filed a complaint with FTC as well.

  Business Response

  Date: 08/23/2024

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

• Initial Complaint

  Date:08/13/2024

  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 downloaded Adobe to try out their free trial on Illustrator. Within a few days of testing I decided to stick with my old design tool and cancelled the trial. Or so I thought - despite going through the cancellation pages on the site, and believing in good faith I would not longer be charged, I recently discovered that they have been charging my card for three months. Adobe sent no notice of trial expiration, no notice of charge, no notification whatsoever. Based on reviews of others with the same experience - certain they cancelled, some even with screenshots of the cancellation, but Adobe denies that they did so and continues to quietly charge their bank accounts - I see this might be a feature, not a bug, of the Adobe subscription process. I haven't had any Adobe applications even downloaded on any device since that days-long trial period. Adobe took a $90 donation to their corporation without my knowledge or consent, or any accountability on their part, and I don't think I'm the only one. This seems like an intentionally predatory practice.

  Business Response

  Date: 08/19/2024

  Apologies for the poor experience. We discovered that the customer subscribed to a ***** trial for Acrobat Pro Dc plan. The Illustrator plan was already cancelled as per the cancellation processed online. 
  The customer was getting billed for the Acrobat pro plan on monthly basis. We have terminated the plan and have initiated a full refund for 3 months.
  A credit of $96.72 will be processed within 5-7 business days to the original payment method.
  
  Adobe Case : ADB-********-V2K3
  (********)

  Customer Answer

  Date: 08/27/2024

   
  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:08/12/2024

  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 purchased a copy of Adobe Creative Suite 5.5 and registered the product online. I was able to install the product successfully but after launching the product 2 times, I am prompted for the serial number. The serial number I have is valid, I know this because I was able to successfully register the product online, however the software rejects the serial number and I am not able to use the software I paid a lot of money for.I reached out to customer support, and they just said the serial number had expired with no explanation of what that means.

  Business Response

  Date: 08/22/2024

  Hi Team,
  
  We will reach out to the customer.
  
  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:08/12/2024

  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 subscribed to a free trial a few months ago that I canceled the next day. I have been charged a monthly fee of $12.99 since then. The first time I was unable to resolve it with them as they refused to refund me so I filed a complaint w my bank and they reimbursed me and then were refunded my adobe. I had to go in and cancel it for a second time. they have charged me 2 months in a row since then and refused to refund me. I went in today and they re-enrolled me AGAIN. I canceled it AGAIN and then went back and it was still active and said if I canceled it I would be charged a fine and they enrolled me in a YEARLY SUBSCRIPTION even though I canceled the trial the next day. I need the $26 refunded immediately. This is criminal and fraud. This is why they have multiple ongoing federal investigations and my next stop will be filing a federal complaint.

  Business Response

  Date: 08/19/2024

  Apologies for the poor experience. We discovered that the plan was never cancelled in the past that is the reason the customer was getting billed monthly. However, we have cancelled and refunded the 2 months charge billed for the Acrobat Standard plan. A total refund of USD ***** has been initiated and the refund will reflect in 5-7 business days.
  
  Adobe Case : ADB-********-N8W1
  (********)