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Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 929 total complaints in the last 3 years.
    • 329 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 2020 my daughter was a senior in college at **************** in ******, **. She signed up for a photography class and purchased a subscription to Adobe. She used my Discover credit card for this subscription. Since my daughters graduation in May of 2020 I have tried to cancel this subscription. Adobe makes it terribly difficult to do this. We think that we have accomplished this task and the next month the charges are still on my Discover card. In June 2024, after trying once again to cancel this subscription with Adobe, I finally called Discover and asked to block any further payment to Adobe. I just received my current statement for Discover and low and behold, Adobe charges once again. A representative from Discover told me that Adobe changed the merchant number so that they could slide this charge in once again. This seems highly illegal to me. Over the course of 4 years we have been charged $32.23/month which equates to $386.76/year which equates to $1,547.04 for a product that we do not use and have tried to cancel for 4 years. Please let us know if we have any recourse with Adobe. I believe their headquarters are in ********, **. We are very frustrated that this type of business practice is allowed to occur. Thank you for your assistance with this matter.

      Business Response

      Date: 08/01/2024

      Hi Team,


      We were not able to find the details related to the charges. Please share the email address on which the order was placed.
      Else, 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)

      Customer Answer

      Date: 08/07/2024

       
      Complaint: 22035813

      I am rejecting this response because:

      I wasn't sure how to send the information the business requested without rejecting their response.  Here is the information requested:

       

      Amount Charged - $32.23 per month x 4 years

      Date of Charges - Beginning May 2020 - June 2024

      Discover - ******** (first 8). 1491 (last 4)

      Name on Card - *******************

      Email attached to account - *******************

       

      Thank you for taking the time to look into this further.

       

       


      Sincerely,

      *****************

      Business Response

      Date: 08/12/2024

      Hi Team,

      We were able to find the account with the email address; however, there is no membership associated with the claimed charges. Please help with the complete card details in order to investigate the disputed charges and account associated with it.

      (NIKHSHAR)

    • Initial Complaint

      Date:07/23/2024

      Type:Billing Issues
      Status:
      Resolved
      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 did the free trail for Adobe, I was a few days off of cancelling the trail so they charged me $21.71 on June 9th.. so I went to the website to cancel it and they are saying that I have to pay a double cancellation fee which I dont remember being made aware of that when I signed up..All I read was that if they cant take payment then my subscription would be cancelled automatically but the keep trying to take money everyday in July so I locked my card.. I dont want a refund I just want to CANCEL their services and not be charged anything.. I didnt sign up for the yearly plan consciously so I just want to cancel whatever subscription they decided to charge me.. why is that so difficult with this company??

      Business Response

      Date: 07/31/2024

      Hi Team,

      We have canceled the membership without the cancellation charges.

      Case# ADB-35662779-Q2C6
      (NIKHSHAR)

      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:07/23/2024

      Type:Order Issues
      Status:
      Answered
      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.
      The merchant's website fails to inform users that they are signing up for a contract to continue paying for services regardless of needing them long-term or not. I intended to sign up for 1 single month of service and attempted to cancel online after that and was met with a hefty cancellation fee. I was forced to continue paying the subscription fee each month until the cancellation fee was low enough and I could afford to pay it. If Adobe chooses not to refund me, I will choose to no longer utilize their services and will inform others to do the same. In addition to that, I will plan on participating in the class action lawsuit that was recently brought against Adobe for this very issue if I am not offered a full refund. This is deceptive and predatory business practice. Had I been made fully aware that I was signing up for a contract, I would have made a different decision on my purchase.

      Business Response

      Date: 07/31/2024

      Apologies for the poor experience. The customer had purchased a Student and Teachers plan at a special discounted rate of $16.53 per month plus tax, totalling $17.69. This plan usually costs $19.99 monthly plus tax with an annual commitment. For comparison, the standard Creative Cloud All Apps plan without commitment is $89.99 per month plus tax, and the standard yearly plan, paid monthly, is $35.99 plus tax.
      According to our terms and conditions, cancelling a plan within the annual term incurs a fee. However,  we are making a one-time exception and refunding for eight months. The refund of $136.88 will be credited to the payment method registered with Adobe within 5-7 business days. We recommend that the customer select a plan that best suits their needs.

      Adobe Case:ADB-35669274-T2P2
      LASHARMA

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 charged a cancellation fee despite charging a monthly fee. It made it challenging to understand the true cost of signing up for trial > subscription which is not monthly but yearly - paid monthly. It charged high fee of about $130 cad when I cancelled the plan which I realized after the charge on first month. Gross misconduct of a practice. You shouldnt be charging your customer an insane high amount of cancellation.

      Business Response

      Date: 07/31/2024

      Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 29 May 2024. The customers have a grace ****** 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 ******, and when he cancelled after the 14 days he was in the annual plan, the system charged him the cancellation fee.Hence, we have initiated a refund as a gesture of goodwill. The credit of INR ******** will be processed within 5-7 business days using the same payment method.

      Adobe Case: ADB-********-B8T4
      LASHARMA

      Customer Answer

      Date: 08/01/2024

       
      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:07/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 to Adobe Firefly, AI image generator. It was about $10 a month. First month was fine, Second month I get an email that the card doesn't work, I login to their website, delete card, add same card right back on. Problem goes away. Third month, same problem with payment method. This time I decided not to update the card, i no longer needed the service. Fourth, Fifth, Sixth months I get nasty emails about updating card or my account would be cancelled. I login, attempt to delete my account, but to do that it requires me to update the payment method. Every single option requires "update the payment method". I tried calling in for support, after *********************************************************** I gave up. Now I just want Adobe's terrible billing emails to STOP. I've done what I can or care to do. They trapped me in a situation where I have to now PAY to make them GO AWAY.

      Business Response

      Date: 07/30/2024

      Hi Team,

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

      Case# ADB-35642398-M0V3
      (NIKHSHAR)

      Customer Answer

      Date: 07/31/2024

       
      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:07/17/2024

      Type:Product Issues
      Status:
      Resolved
      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 a Adobe subscriber for a long time and with a monthly auto-pay through PayPal.It has not had any problems.All of a sudden, this month, July of 2024, Adobe sent me an email falsely accused me for failure of payment.In that email, there is a button for me to go to PayPal to make a payment.However, that button directs me to go to Adobe's website asking me to update my account.Nothing has changed, neither with PayPal nor with my Adobe account.It is because ********************** has its internal system problems not being able to process the auto pay, Adobe decided to falsely misrepresent and accuse of me failing to pay them.After I chatted with their online support with very poor and unintelligent AI exchanges, see Exhibit 1, Adobe sent me an email that a live person would contact me today, Monday, between 10 a.m. to 5 p.m. EST. see Exhibit 2.At around 3:50 p.m. EST on Monday, July 15, 2024, my phone rang with caller ID *********** and with only two rings then disconnected before I could answer it.Someone from Adobe with a very heavy accent from ***** left me an unintelligent voice mail.I simply could not understand what that person was talking about...something about, AGAIN AND AGAIN, that I failed to make payment.Later Adobe sent me a second email, again, making fraudulent statement as to not able to reaching. TOTAL FRAUD!!!!!THIS IS FRAUD, MISREPRESENTATION, AND COERCION!!!I DENABDTHIS PROBLEM BE RESOLVED IMMEDIATELY FROM ADOBE SIDE AND BILLING ADJUSTMENT AND REFUND TO CONPENSATE MY TIME!!!!!!!STOP FALSELY ACCUSE ME!!!!!!!STOP BEING A FRAUD!!!!!!!

      Business Response

      Date: 07/25/2024

      Apologies for the poor experience. We appreciate the customers long-standing relationship with ********************** and value his feedback. Our intention with these reminders is solely to alert our customers to potential issues, such as an outdated payment method or a problem processing an auto-payment, to prevent any interruption in service. Upon reviewing the customers account, we noticed that the payment issue was likely due to a temporary glitch and not a fault on the customers part. Our support team attempted to contact the customer as promised, but there seems to be a misunderstanding. We are committed to providing a better customer service experience, and your feedback helps us improve. As a gesture of goodwill, we have waived the next 2 months' fee, so the customer does not have to pay for August and September. The customers next bill date will be on 14 Oct 2024.

      Adobe Case:ADB-35584046-S8Y7
      LASHARMA

      Customer Answer

      Date: 07/26/2024

       
      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.

      Sincerely,

      Keyin Worth

    • Initial Complaint

      Date:07/15/2024

      Type:Product Issues
      Status:
      Answered
      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 adobe free trial to use their service if I like it or not. I didn't like it at all but I forgot to cancel the trial. Yesterday when I was checking my bank account I noticed ********************** charging me 22.90$/month for the last 2 months and it just charged me yesterday again. I logged in adobe and tried to cancel the subscription, but it didn't let me and said it will charge me 116$ for early cancellation fee. I called their support and told them whats going on. At first they didn't want to help me. After my insisting the agent only cancelled my subscription without any fee but refused to refund me any money. I asked them to refund me at least for this month which just started yesterday and charged me 22.90$, the agent still refused me the money and said I can use the service until August. I said I do not use adobe, period. The agent still didn't refund me any money. Why I will pay something that I have not even used??? So I want my refund, at least for this month. Thank you

      Business Response

      Date: 07/23/2024

      Hi Team,

      We have canceled the membership with refund which will be processed within the next 5-7 business days.

      Refund# USD 45.98

      Case# ADB-35546976-P6V9
      (NIKHSHAR)

    • Initial Complaint

      Date:07/15/2024

      Type:Billing Issues
      Status:
      Answered
      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 November 2023 I signed up for an Adobe 14 day trial. Before the end of the 14 day trial, I canceled the plan so I would not be charged. The cancelation apparently never went through and I noticed a charge for my account for December. I immediately contacted customer service and it was an Ai chat bot with no clear way to speak to an actual agent. The only responses I got were that I would have to pay 50% of the remaining balance of my plan I never wanted because I canceled before the 14 day trial. I could not afford this and so I got frustrated and cried because I couldn't talk to an agent. I tried to remove my payment method from the Adobe site and the site would not allow me to do this without adding another card. I have been charged a little over $20 a month since December. 191 dollars. I never wanted this service in the first place. And to cancel today cost me around $30. I am sick of Adobe. I want at least some of my money back and I want my account and card info removed from their records.

      Business Response

      Date: 07/24/2024

      Apologies for the poor experience. The customer began a ***** trial for Acrobat Pro DC on November 6, 2023. There's a 14-day grace ****** after the trial ends, during which they can cancel and receive a full refund. Unfortunately, the customer couldn't cancel in time and had difficulty reaching support. As a goodwill gesture, we've canceled the plan and initiated a refund of $191.16. This will be processed within 5-7 business days to the original payment method. No cancellation fee was charged as it was declined, so the full refund for 9 months has been processed. We also noted that when the customer attempted to cancel in January, the chat bot connected them to an agent. However, the customer didn't respond for 6 minutes, so the chat was ended by the agent.

      Adobe Case: ADB-********-F9P4
      LASHARMA

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 of adobe i thought it was set to renew a day after it actually did so i was charged ***** then i went to cancel and was offered 3 months free I took it even though I didnt really use it so now i was charged 4.99 when im supposed to be in a free trial so I said no more of this and went to just cancel it and now they have me signed up for more stuff and supposedly a contract Ive never seen anything about a contract I just want the services cancels and my money back

      Business Response

      Date: 07/23/2024

      Hi Team,

      We have canceled the membership and processed the refund which will be credited within the next 5-7 business days.

      Refund# USD 29.97

      Case# ADB-35546167-L3X5
      (NIKHSHAR)

      Customer Answer

      Date: 07/23/2024

       
      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:07/15/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Never signed up for a service (Adobe arobat Pro) but the company claimed that I did. I was charged monthly fee since May-July/2024. I contacted Adobe for a refund and cancellation of the service since they can also see that I didnt utilize the service. Not only that they refused but also basically says theres nothing they can do. I was connected to a specialist for this issue and he disconnected the chat abruptly when I said that Im not tolerating their solution which is completely unacceptable.

      Business Response

      Date: 07/24/2024

      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

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

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