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:08/05/2024

  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.

  Date of transaction: Dec. 12, 2024 Amount: $ CAN ****** still owing CAN $ ****** Adobe robbed my credit card several times, I am not and never was a customer ********************** confirmed that it was fraud Here my latest messages to ADOBE:Your help offers and my several documentations did not come to a fair conclusion! You requested answers which I did answer several times and you asked those again and again, I requested the repay the overdue amount and offered 8 days to finalize. You robbed me/ my credit card several times and do keep the money despite your confirmation that it was fraud. So you robbed me - a 82 year old senior - on purpose, which is unethical !After you teased me, you prolong my suffering I have no other choice as to complain to your compliance and ethic Reporting and to Better Business Bureau. Sorry but you leave me without any options after you refused to involve your Management and the escalation confirmation before did not do anything. Signed August 3rd ************************* Your reaction followed to close the account, which is another unfair action which shows that you will not pay back and continue to keep the fraudulant/ stolen money ! Because of that I will start my announced and public actions without delay.August 04, 2024 *************************"Please note that another Chat report can be send later (only available after account is closed)Many more documents available

  Business Response

  Date: 08/14/2024

  Apologies for the poor experience. After investigating the situation, we found that the customer's card was used fraudulently to make Adobe subscription purchases. Heres a summary of the charges and refunds:
  
  On December 12, 2023, a charge of USD ****** was made. This amount was refunded in two parts: USD ***** on May 2, 2024, and USD ***** on July 28, 2024.
  Another fraudulent charge of USD 9.99 was made on July ******. This transaction was cancelled, and a refund was processed on July ******.
  A third fraudulent charge of USD ***** was made on July ******. We have processed the refund for this amount today, and it will be credited back to the customer's original payment method within ************************** days.
  We strongly recommend that the customer contact his bank to replace his card to avoid further transactions.
  
  Adobe Case: ADB-********-L0J2
  LASHARMA

  Customer Answer

  Date: 08/16/2024

   
  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.

  Thanks BBB for your outstanding help for consumers like me
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/05/2024

  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 signed up for the monthly plan through Adobe Acrobat Pro, as I only needed this product for a handful of documents that needed signing. When I went to cancel the services, a notice popped up that I would have to pay $79.96 to cancel my subscription early. Adobe presented their product as a ********************************************************************************************* with hidden fees when trying to cancel. I looked up to see if anyone else had experienced a similar situation when trying to cancel and read that the *** sued Adobe last month because of this exact scenario. I have filed a formal complaint with the *** and am doing so here as well. I want to cancel my "monthly" subscription without being charged the $79.96. I am really disappointed in the shady practices being carried out by what I thought was a legitimate company.

  Business Response

  Date: 08/12/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 01 Apr 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 found that the customer did not cancel the subscription either by contacting support or online within the trial or ***** ******* As a result, the trial converted to an annual plan, billed monthly. When the customer tried to cancel after four months, the system informed about the cancellation fee. However, we have terminated his plan without any fee and initiated a full refund for the 5 months as a goodwill gesture. The credit of $108.90 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-X9D8
  LASHARMA 

• Initial Complaint

  Date:08/05/2024

  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.

  Apple and Adobe, individual or collectively, broke their software. Apple and Adobe, individual or collectively, destroyed a vital function of both Finder and Adobe Illustrator. It is no longer possible to view thumbnails of graphic files (.ai or .eps) through the Finder. Nor is it possible to view most of the thumbnails in Adobe Illustrator. I have many thousands of clipart files that I can no longer see without actually opening every file individually. Customers MUST be able to quickly scroll through folders to view dozens or hundreds of images. I have written multiple letters to the CEOs of both companies. Adobe has responded by erroneously telling me that I can view the files in Adobe Bridge. Adobe Bridge displays only generic icons, just like Finder and Illustrator. Apple responded with a disrespectful email directing me to technical support, where no one has a solution. Neither company has been willing to be honest with me or to fix the problem they created. Ive uploaded the generic graphic icon that appears for EVERY graphic file in place of the thumbnails that once existed.

  Business Response

  Date: 08/15/2024

  Hi team,

  We will reach out to the customer.

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

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22086340
  
  I am rejecting this response because, although Adobe has been in contact with me, neither they nor Apple have resolved the problem.  Apple and Adobe have changed their software, deliberately harmed customers who have invested hundreds or thousands of dollars in clipart over the years.  Customers must be able to preview images in both Finder and Illustrator.  Both companies must work together to restore the functionality that they both disabled.  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/16/2024

  Hi Team,
  
  Adobe does not support third party applications or tools and try to fix the issues related to those. We have taken the feedback about the issue; however, we would not be able to make changes in a third party applications.

  Case# ADB-35877681-G5S9
  (NIKHSHAR)

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22086340
  
  I am rejecting this response because this has nothing to do with third-party applications.  Adobe Illustrator does not function properly ever since Adobe removed functionality that used to exist.  Adobe has deliberately and with malice aforethought changed its own software such that customers can no longer view the full range of graphic files that customers were able to view for years.  Adobe has deliberately and with malice aforethought damaged customers by effectively making hundreds or thousands of dollars of clipart inaccessible and therefore useless.  

  I will continue rejecting any response from Adobe until this matter is resolved to my complete satisfaction.  

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

  Business Response

  Date: 08/22/2024

  Hi Team,
  
  We have responded to the customer through email from our end.

  Case# ADB-35877681-G5S9
  (NIKHSHAR)

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22086340
  
  I am rejecting this response because Adobe has not resolved the problem.  Had Adobe resolved the problem by responding to me directly, there would have been no need to file a complaint with the BBB.  Adobe need external pressure from watchdog agencies. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/05/2024

  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.

  I was recently charged by Adobe for $19.99 for a monthly subscription. Which I thought I had previously cancelled. So I went back Into the account and had to cancel again this month. However, this time the cancellation notice stated I owed $89.99 for cancelling. This is absurd. I had not received this notice the first time. I am kindly requesting to get this resolved. Thank you

  Business Response

  Date: 08/07/2024

  Apologies for the poor experience. We have checked the account and have raised the refund for the cancellation fee of USD ***** including taxes and have also raised the refund for the last charge that you were billed which was for USD ***** including the taxes. A total amount of USD ****** including taxes will be credited in your account within the next 5-7 business days.
  
  Adobe Case : ADB-********-G3H2
  (********)

  Customer Answer

  Date: 08/09/2024

   
  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:08/05/2024

  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.

  pls cancel my account should not have had to pay edit should come free cancel account under ***************************** PAID only nothing else. cancel sunscription would not have paid if there was help

  Business Response

  Date: 08/15/2024

  Hi Team,

  Our records that the membership is canceled and there is no other membership active on the account.

  Case# ADB-35877681-G5S9
  (NIKHSHAR)

• Initial Complaint

  Date:08/05/2024

  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.

  I canceled my Adobe subscription on November 2022. However, I didn't realize that Adobe has continued the recurring charges on a monthly basis without my permission. I have attempted disputing it through my bank but the problem keeps recurring. Recurring Debit Purchase Adobe *Adobe 408-536-6000ca

  Business Response

  Date: 08/12/2024

  
  Apologies for the poor experience. We discovered that the customer  subscribed to a ***** trial for Acrobat Pro Dc plan. Normally, customers who sign up for a ***** trial have a 14-day ***** period after the trial ends to cancel their plan and receive a refund. In this case, the customer never attempted to cancel online or contact support. As a result, once the7 day trial period ended, the billing for the monthly  plan started. However, we have now terminated the plan and initiated a full refund for 15 months. A credit of $449.85 will be processed within 5-7 business days to the original payment method.
  
  Adobe Case : ADB-********-R4T1
  (********)
  
  

• Initial Complaint

  Date:08/05/2024

  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 have been trying, for 9 months, to get Abobe to charge me correctly for the accounts my ********************** is using. Both in the past week (Jul 29, 2024), 2 months earlier on May 29, 2024, and last year have tried to get them to bill me for 3 creative licenses and 1 stock license. They continually charge me for 7 accounts, make it impossible to cancel the accounts I don't need online without lengthy email back-and-forth, and delay / short change refunds. When they finally offer a refund (which will arrive weeks later), they STILL are over-billing me for 4 (or 7) accounts when I repeatedly have requested 3.

  Business Response

  Date: 08/13/2024

  Apologies for the poor experience. We discovered that the customer gave consent to add those licenses. Once the licenses were added, the customer asked to cancel them with the refund. The account manager cancelled them with a full refund of USD ******. Once the refund is processed it will get credited within 5-7 business days.
  
  Adobe Case : ADB-********-S3S5
  (********)
  
  

• Initial Complaint

  Date:08/05/2024

  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 signed up for trial of Adobe Stock, used it one single time then forgot about it. Then the credit card I used to get the trial auto renewed which is my fault for missing it, but then I go to cancel immediately after it does and it would've costed $120 just to cancel. I've been going through very tough times financially for a few years now and that $120 is crucial. I've never used the service since that first time, and I've kept forgetting about having to cancel plus the fact that I didn't want to pay that early termination fee, which I know Adobe is getting sued for right now. I'd really appreciate you guys helping me cancel the service without getting hit with that insane (and very well hidden) termination fee, and would love to also get a refund for all of these months I've been billed (my billing history currently says for 2 months, but it also isn't showing months past May of this year) that I haven't even used the service. Thanks so much for what you do.

  Business Response

  Date: 08/12/2024

  Apologies for the poor experience. We discovered that the customer  subscribed to a ***** trial for Stock 10 images plan. Normally, customers who sign up for a ***** trial have a 14-day ***** period after the trial ends to cancel their plan and receive a refund. In this case, the customer never attempted to cancel online or contact support. As a result, once the7 day trial period ended, the billing for the annual plan started. However, we have now terminated the plan and initiated a refund as a goodwill gesture. A credit of $59.98 will be processed within 5-7 business days to the original payment method.
  
  Adobe Case : ADB-********-Z5Z9
  (********)
  
  

• Initial Complaint

  Date:08/01/2024

  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 purchased the product initially and then was informed by my college they would be providing the service so I went to cancel. My payment was declined so I was told I couldnt cancel til it was in good standing. The money then came out of my account 7/31/24 and I went to cancel but was told I would still need to pay to cancel. I told them the money had already come out of my account and was told my payment was declined and I would need to be charged. I told them I had already been charged and was transferred to a different agent who just get offering me other services instead of helping me. When I told them I wanted my money back and my service cancelled I was told my service was cancelled but the payment was pending. They finally admitted to there being a payment in my account after repeatedly telling me there was no payment on the account since it was declined. And then when I said that he finally admits theres a payment he disconnect the chat

  Business Response

  Date: 08/05/2024

  Apologies for the poor experience. We will directly contact the customer to assist because from the email which the customer has made the complaint does not have any Adobe account.
  
  *********************************************
  LASHARMA

• Initial Complaint

  Date:07/30/2024

  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.

  Hi i need a refund on my adobe photoshop account. I already cancel my account before the free trial expires. And i received a purchase text message earlier today. I am not going to use my account anymore so i need my money back. My account is ***********************

  Business Response

  Date: 08/09/2024

  Hi Team,

  Our records indicate that the membership is canceled and refund was processed on 30th July 2024. There is no active plan on the account and will be no further charges.

  Case# ADB-35802589-D8M1
  (NIKHSHAR)