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

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

• 

  Adobe Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

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:06/24/2024

  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.

  I have a subscription to Adobe Photoshop.06/22/24/@ 01:30PM Adobe dumped "something called Adobe Rush Premier" in my computer it broke Photoshop. I called Adobe Support they would only fix it if I did it while they held my hand over the computer. I refused because I know if something goes wrong you get blamed. Monday I got someone to do it but they wouldn't just remove everything and just had to play with the broken Photoshop. and one of my images that I worked hard on is Gone! My normal is down The compter Adobe messed up is a $300.00 Windows !0 Machine its worthless it would cost more than it's worth to fix

  Business Response

  Date: 07/02/2024

  Apologies for the poor experience. We will directly contact the customer to assist.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:06/24/2024

  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.

  I have been trying to cancel my Adobe subscription for 2years! I just realized I was still getting billed $47 per month for at least a year and I don't use the product. I was told I would receive a penalty for canceling early when I called customer service last year. At that time I was told my subscription would cancel when the date was due. As I stated earlier, I just realized they Adobe has still been charging me $47 per month. I would like to cancel the subscription. The subscription that I originally signed up for just for the free trial.

  Business Response

  Date: 07/02/2024

  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-********-H2X1
  LASHARMA

• Initial Complaint

  Date:06/24/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7th, 2024, I signed up for a monthly subscription of Adobe Acrobat Pro without realizing that if I did not cancel this subscription after 14 days that I would be subject a cancellation fee.

  Business Response

  Date: 07/04/2024

  Hi Team,

  There is no active membership on the account and the membership stands as canceled without the cancellation charges.

  Case# ADB-35289731-B5Y3
  (NIKHSHAR)

  Customer Answer

  Date: 07/05/2024

   
  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:06/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Adobe Software Creative Suite 5.5 in August 2011 after verifying with Adobe that an online reseller was authorized. I activated this software successfully Adobe authenticating the serial number. The serial number was authenticated several times since even as I deactivated on one computer and reactivated on an upgraded computer. Adobe has just within the past couple weeks decided the serial number should be deactivate, in effect, stealing my software that I've used for over a decade back from me. Surprisingly, I still had and emailed the invoice to Adobe as they opened a case ADB-********-X5W4. Their story has changed from they had no record of the serial number or seller, to it was for education only, and now to it should have been for Asia Pacific activation. I've only ever activated this product in the ** Adobe validating it each time.

  Business Response

  Date: 07/01/2024

  Hi Team,

  CS 5.5 is no longer supported as it as an end of life Adobe product. We advise to upgrade to subscription based services to get latest updates on applications regularly.

  Case# ADB-35229626-L5L6
  (NIKHSHAR)

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21884509
  
  I am rejecting this response because:

  I am not asking for support, I am asking for a reversal of the sabotage of my product. It is not appropriate for the business to remotely disable a product I purchased and was happily using for ****************************************************************** to current subscription services when I was happily using the product I rightfully purchased.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 07/12/2024

  Hi Team,

  CS 5.5 is no longer supported as it as an end of life Adobe product. We advise to upgrade to subscription based services to get latest updates on applications regularly.

  Once the customer places a new order, can contact support and a credit of six free months will be added on the plan.

  Case# ADB-35229626-L5L6
  (NIKHSHAR)

• Initial Complaint

  Date:06/20/2024

  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.

  Adobe software double charged me will no way to cancel duplicate subscription, and after no subscription services needed only way to cancel both subscriptions was to stop payments from ***** Fargo. ***** Fargo has also filed a complaint since Adobe keeps changing its signature to allowed continued charges. Charges are also always a few cents of dollars different - usually around $66 something every month. Since the original agreement with **** was to update debit cards for subscriptions, cancellation of debit cards has not stopped activity, and after speaking with both ***** Fargo and ****, both say they are not able to cancel this agreement. So - there has been no way to stop Adobe from continuing to deduct subscription payments and no way to cancel subscription- which has not had any activate for over a year.

  Business Response

  Date: 06/28/2024

  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-********-T9Q5
  LASHARMA

• Initial Complaint

  Date:06/20/2024

  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.

  On April 9, 2024, After noticing a $32.45 charge on my credit card bill from Adobe. I called the merchant to inquire about the charge. I was for certain that I had CANCELLED the subscription and wasnt expecting any future charges.I spoke with an Adobe agent, he informed me that the subscription was not cancelled and he could verify there was no activity past the trial period.He offered me 3 months free not to cancel and I said I did not need the subscription any more. He then cancelled my subscription and then charged my credit card an additional $64.93 the next day. I contacted my Credit Card Issuer to dispute the charge and they took my statement and issued a provisional credit and later reversed the changes.I and requesting Adobe Refund me $129.84 for all fees associated with this subscription, given the fact that I did not use the service after the trial period, even though I was not able to find my cancel confirmation email or correspondence.

  Business Response

  Date: 06/28/2024

  Apologies for the poor experience. We found that the customer subscribed to a ****** trial for ********************** Stock 10 monthly assets on 12/06/2023. Customers have a ****** grace ****** after the trial ends to cancel their plan and receive a full refund. The customer was unable to cancel within the trial ******, contacted support, declined the offer for free months, and the cancellation was processed with a fee in accordance with the Terms and Conditions.

  As a goodwill gesture, we have initiated a full refund. A credit of $194.77 ($32.46*4 months = $129.84 plus a cancellation fee of $64.93) will be processed within 5-7 business days using the original payment method. If, as mentioned by the customer, the bank has reversed the $64.93 charge, it may be returned to Adobe. The remaining $129.84 will be credited.
  
  Adobe Case: ADB-********-F6K2
  LASHARMA 

  Customer Answer

  Date: 07/02/2024

   
  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:06/18/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my Adobe subscription for months now. Everytime I go to cancel they want to charge me up to $99 to cancel. That is absurd. To avoid paying the cancellation fee I feel like I was forced to keep my subscription which has been costing me around $22 a month. After contacting customer service and getting no where with that I paid the cancellation fee to get out of this madness. I am seeking a refund of my cancellation fee and also would like to be refunded for all the months I felt forced to keep my subscription to avoid the fee.

  Business Response

  Date: 07/01/2024

  Hi Team,

  There is no active membership on the account shared with the escalation. Please share the correct email address on which there is a plan so that we can investigate further.

  (NIKHSHAR)

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21866962
  
  I am rejecting this response because: the account is question is ***********************.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/11/2024

  Hi Team,

  We have processed the refund of last three charges along with the refund of cancellation charges. It will be processed within the next 5-7 business days.

  Refund# 127.14

  Case# ADB-35378985-G1D2
  (NIKHSHAR)

  Customer Answer

  Date: 07/12/2024

   
  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:06/18/2024

  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.

  After repeated attempts to have my subscription cancelled, which was submitted both orally and in written form, done so by speaking with 5 different ******** Support representatives and through direct email to Adobe ******** care over the past week, my request has gone ignored with the only response being steered toward speaking with an additional department while on the phone and in remail responses. This is something that isn't expressed in their Subscription Terms and Conditions. Furthermore, it is expressly stated that subscription cancellation made within the free trial period will not incur any fees due and goes on to say that cancellations made within 14 days after the start of a paid subscription would be fully refunded and also be free of charge, for which I firmly meet both of those criteria. Despite my many efforts, Adobe Systems continues to ignore my cancellation requests and continues attempts of drafting payment from my debit card information that was included during the enrollment process. I am including the total amount associated with this issue, although I have only paid $6.99 in fees so far. I am including the amount of $12.99, which is the amount Adobe attempts to withdraw from my bank account every single day. I would like for that to cease, as well.

  Business Response

  Date: 06/26/2024

  Apologies for the poor experience. We can see that the customer contacted ********************** support to cancel his subscription. He was billed only $6.99, and the consultant cancelled the subscription with a refund of $6.99, which gets credited within 5-7 business days to the payment method registered with Adobe. The customer's bank stopped the payment of $19.99 for Acrobat Pro DC, and the subscription was cancelled.
  
  Adobe Case:ADB-35169911-Z2Y0
  LASHARMA

• Initial Complaint

  Date:06/14/2024

  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.

  My preferred communication method is by email.I have been overcharged by Adobe and not able to reach them for resolution as recent as today and also several subsequent times about this.My estimated refund due for overcharging from Feb-to present plus a prior promised goodwill of 6 months of billing in addtion for software performance issues totals $110, plus tax please refund this to my balance as soon as possible.Below is one of several messages sent to them;Email <***********************>10:51AM (6 hours ago)to Adobe Re the billing inquiry previously raised, we have some problems;1. When the technical issue escalation started recently, I asked for 6 months of monthly billing fee credits.This has not been resolved.2. Now there is another problem-Adobe doubled the monthly charge from ten to twenty dollars per month starting Feb 24. I was not aware of this and never gave consent for that, It should never be more then ten dollars per month or options known to keep/reduce lower service costs. I just tried calling billing support and the automated system just hangs up on disconnects the call, so I have no way to get the billing issues resolved and have to send the demand now to an attorneys office. If billing is unable to provide a resolution today .

  Business Response

  Date: 07/02/2024

  Hi Team,

  We have found that the membership was on promotional pricing which was valid for one year only, hence, it was billed at a lower price. Now the membership will remain at regular pricing.

  As an exception, we have applied a credit of 6 free months on the account and the next billing date would be 29 Dec 2024.

  Case# ADB-35247186-G3L7
  (NIKHSHAR)

• Initial Complaint

  Date:06/13/2024

  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 cancelled my subscription on March 11, 2024 and I still continue to be billed. Adobe charged me $32.46 on 4/2/24, 5/2.24, and 6/2/24.

  Business Response

  Date: 06/18/2024

  Apologies for the poor experience. We will directly contact the customer to assist because the email from which the customer made the complaint does not have active subscriptions from Adobe.
  
  Adobe Case: ADB-********-J4X0
  LASHARMA