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 Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

• 

  Adobe Systems Inc

  41700 Vaquero Ct Fremont, CA 94539-3914

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:07/25/2025

  Type:Customer Service 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 no issue with my monthly subscription charge of $21.24. Adobe charged me an additional $30.00. They do not have a telephone number for customer service, nor do they have an email. All they have is a horrible communication method called Virtual Assistant. I typed in "customer service number" and the response was "you want to cancel your subscription" no - customer service. After an hour of trying to figure this out and searching for a number I am left will no other alternative but to go through the BBB for assistance. This company probably does this quite often and most people eat the charge and move forward because of the frustration of trying to get it addressed thus increasing their profits. No different then grocery stores in the news overcharging and we as consumers accept the wrong price and move on, Adobe is no different, great product, horrible service, deceptive business practices.

  Business Response

  Date: 07/28/2025

  Apologies for the poor experience. We will directly contact the customer to help.
  
  *********************************************
  LASHARMA

• Initial Complaint

  Date:07/24/2025

  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 still charged me even though I canceled my membership and I even paid the early cancelation fee.

  Business Response

  Date: 08/04/2025

  Hi Team,

  Our records indicate that the customer canceled the membership online and was charged for the cancellation fee as part of the process. As an exception we have processed the refund of the cancellation charges which will be processed within the next 5-7 business days.
  The membership will end on 11th August as the customer has paid for the services till then.

  Refund# USD 54.23

  Case# ADB-41067929-F2R8
  (NIKHSHAR)

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service 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 Acrobat Pro has always worked for me in the past, but today was a disaster.After editing and saving the document in pdf and reopening the document, I lost a few critical pages that I spent a lot of time on.Because I do not have the fancy pancy subscription deal, my documents were only saved on my windows 11 desktop.But guess what? ADOBE ACROBAT PRO MIND YOU DOESN'T PROVIDE AN EXTRA BACKUP FOLDER LIKE OTHER SOFTWARE PACKAGES.After talking with Adobe **************** over the phone and having them poke around my desktop they THEN tell me, oh since you don't have our subscription BS program and no cloud service, they YOU ARE SCREWED!If you can avoid Adobe Acrobat Pro, please do so and save yourself the grief! S**** them!

  Business Response

  Date: 07/28/2025

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

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23640125
  
  I am rejecting this response because:

   

  1) Adobe is rejecting millions of agreements it made with users regarding the agreement they signed off on.

  And that was to SELL products that was supposed to be supported as long as the company existed.

  These are single, standalone software packages that run on our windows platforms.

  Now, they have said "the h*** with you customers, we are now breeching our agreement and you have to subscribe to our monthly charging to have any type of support with the previous software we SOLD you.

  This is unacceptable and the Board of Directors need to stop being so **** greedy!

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

  Business Response

  Date: 07/30/2025

  Apologies for the poor experience. Our Acrobat technical expert has been proactively emailing customers, requesting that they share their concerns, preferred contact number, and the best time to connect so she can assist directly and work toward a resolution.
  Please note that the customer does not have an active subscription; we are supporting the standalone Acrobat 2020 product.
  We kindly request the customers cooperation in engaging with the expert to help address and resolve the issue efficiently. 
  
  Adobe Case: ADB-********-W5M0
  LASHARMA

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23640125
  
  I am rejecting this response because:
  

  They are misleading BBB.

  They will support the  version I purchased ONLT UNTIL November 2025..

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

  Business Response

  Date: 08/05/2025

  Apologies for the poor experience. We would like to clarify that we are committed to supporting the customer with his current issue. However, as part of Adobes transition to a subscription-based model, support for older perpetual license products is being phased out industry-wide. This change is not abrupt Adobe has informed all customers about the End of Support (EOL) timelines well in advance.
  Our move to the subscription model is aimed at providing all customers with access to the most up-to-date features, enhanced security, and ongoing technical improvements benefits that are not available in older perpetual versions.
  That said, our technical expert has been actively reaching out to assist the customer via email regarding his current concern. If the customer still requires help, he can reply to the email, and we are more than willing to continue providing support. However, if he no longer wishes to receive assistance, please let us know, and we will respectfully close the case.
  
  Adobe Case: ADB-********-W5M0
  LASHARMA

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service 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.

  Ive had issues with Adobe billing me for years on accounts I am not using / have never used. Ive spent countless hours calling support and doing support chats, which end up in a maze that never leads anywhere close to resolution. Just yesterday, I spent 3 hours calling Adobe, chatting with customer support, chatting with ********************** support on *******/X, and emailing contacts in the company. All wind up in a dead end. Which I guess is their goal, much like an insurance company who keeps denying claims and hopes you go away.This has been ongoing for years. Each time I try to resolve with Adobe support, I'm worn down by hours of repeatedly explaining the issues, being passed from person to person, disconnected mid-conversation...until I finally give up because my time is valuable. I've read countless stories online of other customers with the same issue. I'm grateful the government is finally looking into Adobe's poor business practices. I searched and found 67 transactions totaling $1,722.86 of Adobe ******** across three separate credit / debit cards and my ****** account. The charges date back to 2018 and are still currently happening each month. All despite me not using any Adobe products other than a short time many years ago.Ive logged into my Adobe account numerous times to confirm there are no active plans- yet I still get charged monthly. It is beyond ridiculous that I can't get this resolved and that Adobe treats customers this way. Truly a dreadful experience!

  Business Response

  Date: 07/31/2025

  Hi Team,

  We have received this from another thread and the customer has yet to respond under the case# ADB-40934101-P9Q7. Hence the customer can respond us there and we will assit accordingly. We are closing the below case to avoid duplicates.

  Case# ADB-41029418-W0L3
  (NIKHSHAR)

• Initial Complaint

  Date:07/21/2025

  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 an Adobe subscription in May 2024 but did not use the product. On July 20, 2025, I was charged for a renewal and contacted Adobe the same day to cancel and request a refund.Adobes own refund policy explicitly states that customers may request a refund for renewals. Despite this, the support representative (********) initially refused to issue one. I pointed out that the charge was from the same day, that I hadnt used the product, and that I was well within the refund window. Still, I was denied.Only after I stated Id be filing complaints with the BBB, CFPB, and FTC did Adobe reverse course and suddenly offer a refund as a one-time courtesy. This contradicts their published policy and shows the company only honors its own terms under pressure. Thats deceptive and unacceptable.Adobe should honor refund requests that are clearly covered under their terms without requiring escalation, threats, or persistence. The current approach is misleading and feels deliberately designed to discourage people from asserting their rights.

  Business Response

  Date: 07/28/2025

  Apologies for the poor experience. The customer's issues have already been addressed. We have already cancelled the subscription of Acrobat Pro as requested without ETF, and the cancellation request will be completed on 07/30/2025. For clarification, Adobe's 14-day refund policy applies only to initial purchases, not to subscription renewals. The advisor provided accurate information and processed the refund as a goodwill gesturenot due to any external pressureas Adobe values its customers.
  
  Additionally, the Customer has already been refunded the last month's charge of ($29.99). The credit will be processed on the original payment method within 5-7 business days.
  
  Adobe Case# ADB-********-M0S3
  ***** (DIN32578)

• Initial Complaint

  Date:07/21/2025

  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.

  They charged my card form$32 a whole month before my free trial ended. My subscription AFTER the free trial would've only been $29 but they charged early AND extra

  Business Response

  Date: 07/28/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro on 07/12/2025. The customer was billed for $*****+ $2.17 tax as mentioned clearly in the email on 07/19/2025 (shared by the customer in the screenshot) after the ***** trial ended. The tax is applicable as per the customer's state and is mentioned in the terms and conditions. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back; however, the customer neither cancelled online nor contacted support. Hence, we have terminated his plan and initiated a refund as a goodwill gesture. The credit of ***** (***** + 2.17 tax) will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-G0N3
  LASHARMA 

• Initial Complaint

  Date:07/16/2025

  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 used Adobe application Free trial back in May 2025. To use that free trial, it asked for a payment option and you needed to select a plan. As it was, Adobe never provided other option aside from the Yearly plan billed on a monthly basis at a discounted price. In addition to this, it was never mentioned that if you plan to cancel the subscription you may need to pay an early termination fee. The offer was misleading for me as it did not indicate the **** important notice like this should be included at the pop up information so as to inform potential new subscribers. In addition to this, the business deducted the subscription amount from my debit card without even sending any receipt or confirmatory email. "Adobe trapped customers into year-long subscriptions through hidden early termination fees and numerous cancellation hurdles,

  Business Response

  Date: 07/22/2025

  Apologize for the poor experience. Upon reviewing the customers account, there are no active subscriptions. The Acrobat Pro trial plans have been cancelled, and a refund of PHP ******** for the last months charge has been processed to the original payment method. The customer can expect to receive the refund within 57 business days. No further charges will be applied.
  
  Adobe Case# ADB-********-Z2W8
  ***** (DIN32578)
  

  Customer Answer

  Date: 07/23/2025

   
  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. However, I would like to suggest that Adobe should include the *** at their pop-up message before subscription so future customers has an idea of what they're subscribing in to. 
  
  Sincerely,
  
  Julla B

• Initial Complaint

  Date:07/16/2025

  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 was calling Adobe to cancel a subscription, I made this very clear. I was/always am very polite with people in call centers cause their life is h*** He asked me why I wanted to cancel, I told him my dad is dying and I need the money to eat more than I need Adobe. So instead of doing what I asked he tried to tell me he could find a plan to "better suit my needs" and tried to sell me a discounted plan. I told him no, please cancel. He pushed more. I said no, please cancel. To make matters worse I have tried to file a formal complaint with Adobe, because this experience is dehumanizing; and I expect basic human decency out of everyone I give it to. They do not have a formal complaint process, cannot provide a case number, and we're unable to provide follow up to my complaint. When I told the representative this is unethical he informed me that every business is run differently. I am a small business owner myself and, I stand by my experience. This representative was in the wrong and I demand some type of follow up.I would actually like a refund, at the very least, to indicate some accountability on their end; since they dont have any way of handling complaints through a third party.

  Business Response

  Date: 07/21/2025

  Apologies for the poor experience. We located the customers account under a different email and issued a refund of $29.99, which will be credited within 57 business days to the payment method registered with Adobe. Strict action has also been taken against the advisor, as Adobe values respectful and empathetic customer service. This has also been communicated with the customer via email.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:07/16/2025

  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 signed up for what I believed was a free trial of Adobe on June 6, 2025, intending to evaluate the service. I was unknowingly enrolled into an annual subscription with an early termination fee of over $100, which was not clearly disclosed.I attempted to cancel shortly after being charged for the first month ($22.03), but Adobe's agent refused to allow cancellation without penalty. I cited *** actions regarding deceptive auto-renewal practices, and the agent promised a callback from a manager between 710 PM EST (July 14). That call never occurred. So far I have been billed $22.03 for months of June and July 2025, with inability to cancel the charge as well as threat of hefty penalty of $100 (*****+ tax). This is predatory and deceptive behavior, and I am seeking a full cancellation with no penalty. I have filed an *** complaint and may pursue a dispute through my credit card issuer if not resolved promptly.

  Business Response

  Date: 07/17/2025

  Apologize for the poor experience. The customer's issues are already addressed. We have already cancelled the subscription of Acrobat Pro as requested without ETF and also, customer already acknowledged and appreciated the resolution.
   
  Additionally, Customer already been refunded the last month charge of ($22.03) as an exception. The credit will be processed on the original payment method within 5-7 business days.
   
  Adobe Case# ADB-********-S8R5
  ***** (DIN32578)

• Initial Complaint

  Date:07/15/2025

  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 July 6, 2025, I began a free Adobe Acrobat Pro/AI trial with ****** linked to a prepaid card with no funds.On July 13, Adobe attempted to charge the account without warning or consent. The transaction failed.I immediately tried to cancel online, but found no direct "cancel" button. "Manage Plan" was the only option, but clicking it led to a block, requiring a payment method update. Adobe's help confirmed cancellation was behind this inaccessible button, forcing me to chat.Starting 12:03 AM PDT, the virtual assistant looped, failing to process my clear cancellation requests and directing me back to the blocked online ********* agent ******* (from 12:06 AM PDT) repeatedly ignored my unequivocal demands to cancel, continuously trying to upsell other Adobe products and significantly delaying the process.Even after cancellation was confirmed, my supervisor request was met with claims of unavailability and attempts to get my phone number, further prolonging the ordeal.The entire cancellation process was unreasonably difficult, with online options blocked and customer service designed to delay or deter cancellation. I felt compelled to report this, believing it violates the California Renewal Law.

  Business Response

  Date: 07/21/2025

  Apologize for the poor experience. Upon reviewing the customer's account, shows no active subscriptions. Both the Acrobat Pro and AI Assistant trial plans have been cancelled, and no further charges will apply to customer.
   
  ********************** Case# *****************
  ***** (DIN32578)
  

  Customer Answer

  Date: 07/22/2025

   
  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,
  
  ***** ******