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

  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:07/30/2024

  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.

  As a busy speech-language pathologist finishing my internship, I took advantage of a free trial from Adobe on June 2, 2024. Since then, Ive been charged $21 twice. Recently, I realized I had only used a single app a few times and no longer needed the service. When I attempted to cancel, I was informed of a $99.95 fee.This threat has soured my experience with Adobe, and I will never deal with them again. I barely used their service, didnt have time to read all the fine print, and believe I was misled. I had no idea there would be such a charge to cancel. Ive already been charged too much.As someone just starting my career, I dont need greedy corporations gouging me. Out of ethical duty, I must resist these practices. Given the difficulty in reaching Adobe and the numerous hoops to manage accounts, this fee is both incendiary and unfair.Ive contested Adobes charges with my bank before, and their responses suggest Im delinquent in paying bills. This is false. As a busy student at a top university, I didnt have time to rebut their nonsense.Now, I am reaching out to the BBB for help to cut ties with Adobe forever. I want my credit card information erased and every account in my name canceled. The idea that they can bill me for canceling is unethical. Im prepared to take this to the attorney general of my state. Its in Adobes best interest to drop this charge.P.S. As a newly licensed professional, I have limited time to edit this, so there may be errors or omissions. These are regrettable, but I dont have time to make this appeal perfect. Im using speech-to-text technology, so please pardon any errors. Thank you for understanding.

  Business Response

  Date: 08/09/2024

  Hi Team,
  
  We have canceled the membership without the cancellation and there will be no further charges.
  We have also removed the card details from the system.
  
  Case# ADB-35802699-Q5C3
  (NIKHSHAR)

  Customer Answer

  Date: 08/14/2024

   
  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:07/29/2024

  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.

  Today I received an email telling me that my payment to Adobe failed. However, when I went into my account to see which card was used, the card details were all blurred so I could not read them at all. I saw no email address that I could use, no fax number that I could use, and of course, no telephone number to which I could make a call! Why do companies hide from their customers? That is not a good sign at all!First, I want Adobe to contact me and provide ways that I can contact them and talk with a human being. I have an unusual situation right now that I will be able to pay only on August 1, 2024, but I need to know the card for which the payment failed. I am right now like a blind man insofar as my account with ********************** is concerned. Hdiing from customers is a very negative practice, but it seems that it's some sort of plague because I have yet to see a company that makes human contact possible. Leaving me totally clueless is not the way to get me to pay!

  Business Response

  Date: 08/05/2024

  Apologies for the poor experience. We understand you received the payment reminder email which had a link to update your payment online. Adobe customers can contact support via chat or call at **************. We can see that your payment for the account has come through. As a gesture of Goodwill, we have waived the next two months' fee; now, the next bill date for your account will be on the 29th of October 2024
  
  Adobe Case : ADB-********-H5D6
  (********)

• Initial Complaint

  Date:07/29/2024

  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.

  ADOBE is using deceptive and abusive business practices to extract money from customers after offering "free trials". They are restricting basic features behind a pay wall, offering a trial, and then charging massive fees to "cancel early". They offer "promotional rates" and then wen those expire they demand a massive fee to cancel. Their entire current business model is based on abusing

  Business Response

  Date: 08/06/2024

  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
  (********)
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  Adobe Audition sold me a lifetime software usage license to ********************** Audition CS6 back in 2016. I just updated my computer and I need to reinstall it. They will no longer allow me to continue using this software and require me to buy a new one with a monthly fee. Back at the time (Feb 2013) I paid a huge amount of money for a lifetime license and now they refuse to honor it. I have had to pirate the software to get access to what I paid for. All they will say to me is that it's "end of life" and that they no longer provide support, even though I'm not asking for support, and even though they absolutely could provide support as it's their own product. They sold lifetime access to a product for an enormous amount of money and refuse to provide any access or support despite the fees they charged for that.

  Business Response

  Date: 08/07/2024

  Apologies for the poor experience. We will directly contact the customer to assist.
  
  ********************** Case: ADB-35768842-T0L8
  ********

• Initial Complaint

  Date:07/29/2024

  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 am writing to formally lodge a complaint regarding my purchase of the Adobe Production Premium CS3 suite in June of 2007. This software was purchased legally from Adobe's own website, and I have retained all original disks and serial numbers as proof of ownership.Upon attempting to install and use this software on an older machine, which is incompatible with current Adobe software, I discovered that Adobe has unilaterally removed the activation servers necessary for the software's functionality. This action has rendered my legally purchased software inoperative, despite it being fully functional on the said machine.Adobe's removal of the activation servers effectively denies me the use of software for which I paid in full, constituting a breach of the implied warranty of merchantability. This also raises concerns of potential breach of contract and unjust enrichment, as I have been deprived of the product I legally own without any form of compensation or alternative solution provided by Adobe.While I do not have the original receipt, I am in possession of the original software disks and serial numbers. I am willing to cooperate fully and would appreciate Adobe's assistance in looking up the original purchase information to verify my claim.I expect Adobe to rectify this issue promptly by either restoring the activation servers or providing an alternative means to activate my legally purchased software.Thank you for your attention to this matter.

  Business Response

  Date: 08/02/2024

  Hi Team,

  Apologies for the poor experience. We understand that the support experience could have been more adequate.

  We would like to inform that the servers are  not accessible anymore so we would request you to please ask the customer to upgrade to the ******************************************* All Apps Subscription.

  Case number :  ADB-********-W1K3
  (********)

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22055702
  
  I am rejecting this response because not only does upgrading require me to pay more for software that I already paid in full for, but the computer I am using it on does not support the current software. I want to use this on an older computer that does NOT support your current subscription.
  

  The software I legally own is fully functional, and able to install, but cannot be activated. Surely there is a way to support customers who legally purchased your software.

  Why were users not notified that the activation servers would be shut down, and offered some sort of workaround? Adobe has abysmal business practices.

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

  Business Response

  Date: 09/24/2024

  Apologies for the poor experience. We understand that the support experience could have been more adequate. The servers are no longer active and do not support the product you are requesting. To prevent piracy, we'd advise you to switch to a subscription-based plan for Creative cloud all apps with 6 months of free access.
  
  Adobe Case : ADB-********-Q2F2
  (********)
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  There is an email address associated with duplicate Adobe charges on my credit card account, that I am apparently "close" to guessing. Despite my having screenshots of the duplicated charges and proof after providing them with my credit card information, they will not cancel whatever email address subscription is being used, stating that "my name is in the email address, but it's a different last name." I have only had 4 email address accounts and provided ********************** with all of them. Only two are still in use. The only possible explanation is someone else has my information, or it's a very old email address that I've forgotten and will likely not remember. I would not only like that email address account cancelled (or at the very least, my credit card information removed from it, as I've asked them to do multiple times), but I would like to be refunded for the duplicate charges on my credit card totaling $239.76 for the past 2.5 years. I'm attaching screenshots from my ********** account from ********************** over the past 2.5 years. I hope you are able to assist.I selected refund as the preferred option for desired settlement, but I would also accept "store credit" or 2 years of their service free (the amount is the same as what they owe me). I'm a wedding photographer, and that's the only reason I won't cancel with them entirely.My hopes for resolution are 1. The account is cancelled or my credit card information removed from it. 2. A full refund for duplicate charges.

  Business Response

  Date: 08/02/2024

  Hi Team,

  Apologies for the poor experience. We understand that the support experience could have been more adequate. We have processed the refund for the duplicate account for past 2.5 years as requested.
  There will be no further charges associated as the membership now stands as canceled. The refund will be processed within the next 5-7 business days.

  Refund# USD 299.7

  Case# ADB-35698226-B3Q5
  (********)

  Customer Answer

  Date: 08/05/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2024

  Type:Order 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 an Adobe Creative Cloud Customer for several years, renewing my annual subscription in early October. In 2023, I noticed that it was impossibly hard to manage my account immediately after an auto renewal, and, in July, I resolved to halt the auto renewal for 2024. I have attempted to do so with no success. The chatbot immediately directs to "cancel subscription" and refused to provide a call number to ********************** customer support after multiple rounds of attempts. When I finally got a customer account **** they told me it was impossible to do so, and suggested I cancel. I got a floor supervisor who said I should cancel, and I would still get ********************** services for the rest of my paid period. However, when I went through the cancellation process with the **** ********************** would not provide a necessary code to cancel. This is obstructive and coercive marketing behavior, and I'd like help removing my auto renewal from Adobe's system so I am not coerced into resubscribing. I am very disappointed.

  Business Response

  Date: 08/01/2024

  Hi Team,

  Our records indicate that the customer has paid for the complete year, hence, the renewal is canceled; however, the customer will have access to the services 3rd Oct 2024 post which the membership will be canceled automatically.

  Case# ADB-35677588-J3D8
  (NIKHSHAR)

• Initial Complaint

  Date:07/25/2024

  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.

  Did not purchase subscription to adobe stock, I did however get free trials for other adobe subscriptions that were cancelled. I did not buy adobe stock and am now being charged $30 a month and cannot cancel or refund, and if I cancel I get charged over $100. They sneak this adobe stock subscription in with the others to trick and trap you. Garbage dogshit company. Was completely unaware of being charged $30 the past two months and demand a refund and cancellation of adobe stock with my $60 back and no more charges going forward.

  Business Response

  Date: 08/01/2024

  Apologies for the poor experience. Whenever the customer subscribes to any ********************** subscription, they get an option to try Adobe Stock with a 30-day free trial, and they can either choose that option or remove it before making a purchase. The customers who decide to go with a ****** offer can cancel within the 30-day trial ******, and for any reason, if they cannot cancel, they still have a 14-day grace ****** to cancel and get refunded. We can see the customer contacted to cancel his ********************** Stock subscription, and the consultant cancelled with a refund of $29.99 and confirmed the resolution with the customer. However, as a gesture of goodwill, we are processing the remaining refund of $29.99, which will be credited within 5-7 business days to the payment method registered with Adobe.
  
  Adobe Case:ADB-35672607-D8V4
  LASHARMA

• Initial Complaint

  Date:07/25/2024

  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 applied for the Adobe 7 day free trial. But, Adobe required me to open an account and supply a credit card in order the get the free trial. Well, even though I canceled within the trial period, when I received my card statement there was the charge of $31.11 from Adobe. I called and was told that they would cancel this charge and because I was concerned that they would keep charging each month I cancelled my online account because in the account there was an indication that another charge of $31.11 was pending in July. I have contacted Adobe via telephone and e-mails (attached) but to date I am still waiting for this refund to appear on the credit card.

  Business Response

  Date: 08/01/2024

  Apologies for the poor experience. The customer purchased a ***** trial on 05/24/2024 but canceled it on 07/16/2024, resulting in a charge. When the customer canceled her account online, it was placed in Account Deletion status, preventing the consultant from processing the refund. The consultant immediately contacted the customer via phone and email, explaining the situation and requesting the customer to reactivate the account so the refund could be processed. However, the customer did not understand the message and raised a complaint. We have now processed the refund request, and if any issues arise, we will contact the customer directly. Otherwise, the refund of $31.11 will be processed within 5-7 business days to the payment method registered with Adobe.
  
  Adobe Case:ADB-35672465-L3D5
  LASHARMA

  Customer Answer

  Date: 08/08/2024

   
  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:07/24/2024

  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 7/6/2024 I was charged $26.18 by Adobe Systems. I do not know why, and would like an explanation, or failing that, a refund. I have notified my **** card provider and they gave me a phone number for Adobe which gave me a recorded message about welcome to Adobe then said something about "Reception Option ??? not available" and kicked me to voicemail (your IVR is broken). I did leave a message with my name, phone number and a description of this issue, and have not received a call back.

  Business Response

  Date: 07/31/2024

  Hi Team,

  We were not able to find the details related to the charges. Please share the details mentioned below to investigate further.

  Amount Charged
  Date of Charges
  First eight and Last four digits of the card
  Name on the card

  (NIKHSHAR)