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:07/15/2024

  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.

  Feb 6th 2024, 1:34pm Adobe emailed me that payment failed, I cancelled the subscription two minutes later they emailed me confirmation that I did. They tried to charge *****. Since I cancelled February Adobe has been charging me ***** every month and if it didn't go through it would go off later. I opened a call case, posted on their forums, called my bank to block them from charging my new card, bank didn't do that even though they said they would. Every time I make a statement to the charges to my bank they email me saying they need more info. When I call them to provide it they loop me through 2-3 different stations which each put me on hold them eventually hanging up on me. I not only think that this is known BY Adobe but Adobe workers are purposely cancelling and stealing money from customer cards as this problem as been reported SEVERAL TIMES by people in different regions. Adobes call centre staff or whoever is in charge of this incompetence is bad at their job.They charged 6* since February ***** per charge they owe me $164CAD or Im taking it to court with all the complaints Adobe has on this unresolved issue

  Business Response

  Date: 07/23/2024

  Hi Team,

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

  Refund# CAD 163.74

  Case# ADB-35545928-W9S0
  (NIKHSHAR)

• Initial Complaint

  Date:07/11/2024

  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 repeatedly engages in dishonest business practices that negatively effect the customer. The first of these most recent issues (July 2024) was the mystery double charges on my bank account for my ******************************************* subscription. When contacted, Adobe refunded my money but provided no satisfactory answer for how the double charges had accidentally appeared on my account for several months saying that it sometimes just happens when visiting the Adobe website. Interesting right? Convenient that a common issue with a mystery cause results in Adobe stealing your money and its your responsibility to police it. When I asked two different customer service agents, who were impossible to get in touch with in the first place, another purposeful design of this terrible an dishonest company, I was not given any way of escalating my complaint to an executive who could provide a more detailed and satisfactory answer for how the double charges occurred other than it just happens sometimes. Adobe also engages in dishonest advertising of its services. Offering a free-14 day trial for Adobe Stock that really means paying for the subscription up front and receiving a full refund if canceled within that 14-day grace ******* Nowhere in the presented information is this immediate charge explained, all the charges that were mentioned were the upcoming charges the following month after your trial period ends. Nothing explaining that you were going to by charged $29.99 immediately for a free-14 day trial. As soon as I realized that I had been immediately charged, I canceled the service to be refunded for the free-14 day trial and my money has yet to be returned. Like I said, very convenient for Adobe that they were able to immediately process my payment for their dishonestly advertised service on 7/8/2024, but somehow, days later in the week, Im waiting for the return on my money for that free-14 day trial of Adobe Stock.

  Business Response

  Date: 07/19/2024

  Hi Team,

  We have contacted the customer about the refund related to Stock which was processed on 10th July 2024. The customer has confirmed that the issue resolved.

  Case# ADB-35497928-M3B9
  (NIKHSHAR)

• Initial Complaint

  Date:07/09/2024

  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 a "Lifetime" license for the 2020 versions of Photoshop and Premiere Elements. After using the software for 4 years, I had a computer crash. Upon trying to reinstall the software, I got read an error that I already have it registered on too many devices.I contacted ********************** via chat on 7-3-2024 to try to get the "old computer" (it was the same computer but with a reinstalled Windows) deregistered, as this is was needed to be done back in ******************************************************* the chat you can read that they claim there is no way to reset this count and that I need to re-purchase the software in order to gain access to the product I bought originally.I talked with three different agents to get access to the product I paid for, and they all just told me to purchase the newest version of the software.In my eyes, a lifetime license means you have access to the software for your lifetime, not until your computer crashes.

  Business Response

  Date: 07/19/2024

  Hi Team,

  We would like to advise to upgrade the license to subscription based services as the serial key products are no longer supported.

  Case# ADB-35497271-N7J3
  (NIKHSHAR)

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21959153
  
  I am rejecting this response because: I followed the terms of sale, only have the software installed on one device, and they still insist that they cannot manage the software they created in order to reset some sort of activation count.

  I was also told to deactivate one computer in order for it to work on another, but that did not work, and I just lost it on one of the two devices I had it remaining on, as it would not let me re-activate the same device right after signing out.

  The company only tries to sell more product and push more subscription plans with discounts - a move I see as extortion, pay more money or don't get the software you already paid for. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/30/2024

  Hi Team,
  
  In order to prevent piracy and non confidential use, we cannot deactivate the license. Our servers are no longer supported for perpetual products.
  We would like to advise to upgrade the license to subscription based services as the serial key products are no longer supported.
  
  Case# ADB-35497271-N7J3
  (NIKHSHAR)

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21959153
  
  I am rejecting this response because: I am trying to use the software as advised, and the only option to access the software is to pay more money. This is extortion, and I will not be giving Adobe any more of my money, they are a bunch of scammers, and will take the software access from you even when you follow the terms properly.

  In the event of trying to prevent piracy, they are preventing me from accessing the software I properly paid for, and end up promoting piracy.

  I switched to using Affinity Suite and am in the process of re-learning the photo-editing software.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2024

  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.

  We cancelled the $31.86 subscription. We were not charged for *** but charged for **** and July. Please refund the two $31.86 transactions and confirm cancellation.

  Business Response

  Date: 07/15/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 03/26/2024. 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 found that the customer went to cancel online but accepted the one-month free offer to continue with the plan, which prevented him from being billed in May. Once the free month was over, the system processed the fees for **** and July. The customer cancelled his plan on 07/12/2024, so there will be no more ********. As per the T&C, there is no refund for the month-to-month subscriptions; however, as a gesture of goodwill, we issued a refund for July. The credit of $31.86 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-L3X1
  LASHARMA 

• Initial Complaint

  Date:07/02/2024

  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.

  Several months back I wanted a trial membership. However I was charged for a full month. I was ok with just cancelling the month. However now they are threatening to charge the whole year if I cancel on a monthly plan I cancelled after the same day. I need the account closed and I changed the card they were to charge to last month, then they charged my original card. So now the are stealing from a different account. I need this matter fixed, even after contacting I haven't seen it updated yet.

  Business Response

  Date: 07/10/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 24 Apr 2024. The customers have a grace ****** of 14 days after the trial ends, and the customer can cancel their annual plan and get their money back. We understand that the customer could not cancel within the trial ****** and never contacted support to cancel. Hence, we have terminated his plan without any fee and initiated a full refund as a goodwill gesture. The credit of $64.92 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-W9Q9
  LASHARMA

  Customer Answer

  Date: 07/11/2024

   
  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:07/01/2024

  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.

  Signed up the free trial of photoshop and illustrator. Cancelled them both 3 days later. Then a few days later adobe charged my credit card twice for $49 and said I hadn't cancelled. Then spent hours of my own time trying to get refund from them. Tried to talk me into a hundred other plans and services to keep the money and not give me a refund even though clearly stated on their own site you can get a refund up to 14 days after payment. Predatory buisness practises by adobe and I will NEVER use your services again after this ordeal. Judging by the other reviews and comments about adobe recently this isn't an uncommon occurrence. No email to say that my card was about to be charged. Have now been told my account has been cancelled by no email to say it's been cancelled or where/when my refund is coming. Im just hoping now I don't have to call up again and try argue this again. Waste of my time and a waste of your own staffs time. Disgusting behaviour but I guess when your company is so large you don't really care about people anymore it's all about money making

  Business Response

  Date: 07/11/2024

  Hi Team,

  Our records indicate that both plans are canceled with refund. There is no active plan on the account, hence, there will be no charges further.

  Case# ADB-35384651-F5F9
  (NIKHSHAR)

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21924188
  
  I am rejecting this response because:

  No apology, no care for wasting my time. They'll just keep using this tactic on other customers. Absolutely disgusting buisness behaviour 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/23/2024

  Hi Team,

  Apologies for the poor experience. We understand that the support experience could have been more adequate.
  Our records indicate that both plans are canceled with refund. There is no active plan on the account, hence, there will be no charges further.
  

  Case# ADB-35384651-F5F9
  (NIKHSHAR)

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21924188
  
  I am rejecting this response because:
  It shouldn't of happened in the first place. How many others have you done this too? It's basically theft, if I didn't fight you guys so hard I never would of got my money back 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/01/2024

  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 free trial of Adobe Pro to see if I would like to subscribe. After the free subscription, I decided to keep if for a couple of months as I didn't get much use. After the second monthly charge, I realized that the $22 was too much for my budget, and I canceled my subscription. It was very easy with no issues. So I thought. I received an email from Adobe saying sorry to see you go. The email noted "This email confirms that you canceled your Adobe Acrobat Pro subscription. You will continue to have access to your subscription tools and online services until the end of your billing cycle on 04-July-2024 (PT). After this date, your account will revert to a basic, free level of membership." I canceled on June 29. I paid through July 4. Two hours later, ****** sent a confirmation email of an auto payment to Adobe of $108!!! I disputed the charge, which I have never done before. Paypal determined that the charge was placed before the cancelation. How is that even legal! You used to be able to purchase Adobe; now they make you pay in perpetuity.

  Business Response

  Date: 07/10/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 28 Apr 2024. The customers have a grace ****** of 14 days after the trial ends, and the customer can cancel their annual plan and get their money back. We understand that the customer cancelled after two months and, according to her yearly plan, paid monthly, which comes with an annual commitment, she got charged for the cancellation fee. So, we have issued a refund as a gesture of goodwill. The credit of $108.57 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-Z8N4
  LASHARMA

• Initial Complaint

  Date:06/27/2024

  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.

  A colleague purchased Adobe Acrobat Professional 2017 software on 2-15-2019 from Office Depot. It was given to me as a gift. I have the invoice. Adobe is telling me that this wasn't purchased from an authorized reseller and that my copy of the software is going to be deactivated. Its clear that at the time the software was purchased that Office Depot was an authorized reseller of the software, otherwise they would not have been selling it. Adobe is trying to make this 2019 purchase subject to their current reseller list rather than honoring what existed at the time the purchase was made. They are also trying to force me to move to their online subscription because they are no longer making software that can be purchased. They are basically telling me that something that was purchased at a reseller at the time is no longer valid and this is breach of contract and purchase.

  Business Response

  Date: 07/05/2024

  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 registered Adobe product.
  
  Adobe Case: ADB-********-S9C0
  LASHARMA

• Initial Complaint

  Date:06/27/2024

  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.

  dear adobeexecutive,you asked me to renew my account and i did.now you are asking ME for my credit card!NO way man!you said you were NOT asking ME for MONEY or charging ME!no thank you.i need to speak to the owner of the company about this!****** ******************* angry and upset adobe user /hps On Wed, Jun 26, 2024 at ***************************** <*******************************************************************> wrote:Your Adobe account will expiresoon.Dear Adobe customer,We've noticed you have not logged in to your Adobe account in more than a year. In keeping with our policies, we are contacting you to let you know your Adobe ID will expire 90 days from now. If you take no action within the next 90 days, your Adobe ID will no longer be valid, you will no longer have access to content you may have stored on our servers and this account will beclosed.Your Adobe ID is: <**************************>If you would like to maintain your Adobe ID listed above, you can log in now to keep itactive.Log in now Manage Account Customer Support Forums ********************** and the Adobe logo are either registered trademarks or trademarks of Adobe in ***************** and/or other countries. All other trademarks are the property of their respective owners.Adobe, ***************************************************************************** Read online

  Business Response

  Date: 07/04/2024

  Hi Team,

  There is no need to enter card details just to keep the Adobe ID active as it is not mandatory unless a membership has been purchased. The customer login to their account on ************************** every 90 days and the account will remain active.

  Case# ADB-35289618-G1V8
  (NIKHSHAR)

• Initial Complaint

  Date:06/26/2024

  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 am charged ***** for an Adobe subscription. I called Adobe to cancel the subscription 2 months ago but still got charged today. I simply want them to cancel my subscription and not charge me anymore. I do not wish to pay this current charge as well because I am not using their services.

  Business Response

  Date: 07/05/2024

  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.
  
  ********************** Case: ADB-********-S1G3
  LASHARMA