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 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:06/11/2024

  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.

  Dear Better Business Bureau,I hope this message finds you well. I am writing to formally lodge a complaint against Adobe **** regarding their deceptive and unfair business practices that have caused me significant frustration and financial inconvenience.In May 2024, I enrolled in a 7-day free trial with Adobe. Two days after enrolling, I attempted to cancel my subscription through their application. However, the application did not allow me to cancel. Each time I tried, the screen would go blank, preventing me from completing the cancellation process.Despite my efforts to cancel the trial within the specified period, today, June 11, 2024, Adobe is attempting to collect money from my bank account. I reached out to their chat support for assistance, but each interaction was abruptly closed without providing any resolution. Following this, I spent an hour on the phone trying to resolve the issue. When I finally reached an agent, she informed me that I could not cancel the subscription. Throughout the call, she placed me on hold multiple times, refused to provide her name, claimed a supervisor was unavailable, and ultimately denied my request for a refund for a service I have neither used nor intend to use.I find it extremely disappointing and frustrating that a company like Adobe is allowed to engage in such practices. It is unacceptable that they make it nearly impossible for customers to cancel subscriptions and then refuse refunds for services not used. This situation feels like a deliberate attempt to deceive and take advantage of customers.I am requesting your assistance in resolving this matter. I believe Adobe's practices should be thoroughly investigated, and appropriate actions should be taken to prevent other consumers from experiencing similar issues. Thank you for your attention to this matter. I look forward to your prompt response and resolution.Sincerely,

  Business Response

  Date: 06/25/2024

  Hi Team,

  Our records indicate that the membership is canceled with refund. There is no active plan on the account thus there will be no charges further.

  Case# ADB-35137116-Q3M0
  (NIKHSHAR)

• Initial Complaint

  Date:06/10/2024

  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 signed up for the adobe images plan. I never was able to download any of the images as part of the plan. I tried to cancel the plan. The "manage your plan" link was not available. I tried chat. It kicked me out and said to try again in 4-5 hours. I did just that. Same problem. I went in to try and delete my entire account. It said I could not delete my account until I cancelled my images plan, which is impossible. Meanwhile Adobe has my credit card on file and will continue charging me even though I have no access to the plan and cannot use the images I pay for and cannot even cancel the plan which ensures that Adobe gets to bill me indefinitely. PLEASE CANCEL MY PLAN AND DELETE MY ACCOUNT. I will never ever use any Adobe product for the rest of my life.

  Business Response

  Date: 06/18/2024

  Apologies for the poor experience. We can see that the customer's subscription to ******************************************* All Apps and Adobe Stock images has already been cancelled, and nothing has been charged from Adobe.
  
  Adobe Case: ADB-********-W2Z1
  LASHARMA

• Initial Complaint

  Date:06/10/2024

  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.

  Hello. I am in an absolutely desperate situation, for which I need immediate help and have not been able to access contact to any direct support personnel for my emergency situation.In a nutshell, I posted a commentary to the Adobe community forum, which I did not realize at the time, contains a direct link to access my personal ****** Voice account and therefore creates a desperate situation for me, which avails potential access to such, and the significant security risk as related the info and access to such, available thereby.The commentary that I posted to the aforementioned Adobe community forum entry appears at this link: ******************************************************************************************************************************************* It appears under my screen name, therein, reflected as ****** km78947763 I need chain of my commentary, as reflected therein IMMEDIATELY DELETED, PLEASE, PLEASE, PLEASE.Can someone help me, PLEASE.I have been unable to get anywhere trying to contact adobe directly.PLEASE SADVISE Thank you.

  Business Response

  Date: 06/25/2024

  Hi Team,

  We will reach out the customer.

  Case# *****************
  (NIKHSHAR)

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21821872
  
  I am rejecting this response because:Adobe HAS NOTreached out to me regarding this matter, and whiler the critical link has been removed from my commentary posting as previously requested, by a moderator who was kind enough to execute that action for me, I would respectfully ask that rhe ENTIRETY my own personal thread / commentary, within the posting, as related to ths matter, be COMPLETELY redacted and deleted from such . . . as the remainder of is such now simply extranious to the main content thereof, and not helpful to the readers, to whom I had orifinally been trying to be of assustance to. .

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

  Business Response

  Date: 07/02/2024

  Hi Team,

  We have removed the post updated on forums from the system.

  (NIKHSHAR)

  Customer Answer

  Date: 07/29/2024

  Contrary to any assertions or statements by Adobe, to the effect that they "have made the requested changes etc.," such is NEITHER entirely correct or accurate, as my entry w/in the relevant forum posting that's being addressed HAS NOT been taken down, or deleted in its entirety, which I am requesting.
  For reference, please see bottom entry attached thereto, under my screen name, therein, of ****** km78947763 - which appears at ******************************************************************************************************************************************* and proceed with deletion of such, accordingly.
  Finally, please further advise, as relative thereto, and accordingly..
  Thank you very much.
  Sincerely,
  ************************************

  Business Response

  Date: 08/07/2024

  Hi Team,
  
  We have entirely removed the post from the system. We hope this will help the customer.
  Please help with the customer's confirmation.
  
  Case# *****************
  (NIKHSHAR)

  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 to be a very positive step in the right direction.

  HOWEVER, BUSINESS SHOULD ALSO ACCORDINGLY ADJUST TOTAL  "NUMBER OF REPLES"  SPECIFIED WITHIN THE RELEVANT FORUM POSTING, DOWNWARD, FROM 7, TO 6, SO THAT SUCH WILL BE REFLECTED CORRECTLY, FOLLOWING THEIR NOW SUCCESSFUL REDACTION OF MY PRIOR ENTRY, PER MY REQUEST.

  AFTER THAT, I WULL "THEN" GRATEFULLY CONSIDER THIS MATTER AS 100% SATISFACTORALLY  RESOLVED.

  PLEASE ADVISE, ACCORDINGLY.
   
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:06/10/2024

  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 signed up for the Adobe trial and cancelled the same day and ended up printing out the form to sign and take a picture of it to send by email.I was charged for 4 months ($80.00) and now I am being asked to pay an additional $80.00 to cancel the plan.I would like to cancel the plan and I would like my $80 back. I never used Adobe and made sure to cancel it the first day of the trial period.There is no way to contact anyone there. It is a Virtual Assistant.

  Business Response

  Date: 06/18/2024

  Apologies for the poor experience. We will directly contact the customer to help because the email from which the customer made the complaint is not linked to any Adobe account.
  
  ********************** Case: ADB-********-M7L2
  LASHARMA

• Initial Complaint

  Date:06/07/2024

  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 cancelled a subscription two years ago by phone and this company still charges me on a monthly basis. I phoned on October 9 and even wrote a letter on that day to the company (which they signed off and received through the mail) and they still charge me every month. Had to put a block on them with my credit card company and they keep claiming the annual membership keeps renewing and that I am obligated. Their customer service makes it almost impossible to get them to stop charging me even when they say they will cancel the subscription. Technically they have been charging me for two years of billing ($21.19 x 24 months) and every attempt at getting them to stop keeps them coming back.

  Business Response

  Date: 06/13/2024

  Apologies for the poor experience. We will directly reach out to the customer for assistance and to obtain the details needed to locate another account. According to the email in which the customer lodged the complaint, the subscription was cancelled in May 2023, and no billing occurred after that.
  
  Adobe Case:ADB-34966810-S2M4 
  LASHARMA

• Initial Complaint

  Date:06/05/2024

  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 Adobe Acrobat XI with a perpetual license over 15 years ago.In February 2024, Adobe was the victim of a cyberattack that exposed the personal information of over 153 million users. The breach was one of the largest data breaches ever to affect a software company.Since then someone used my license and now it is being deactivated permanently.They offered no solution,

  Business Response

  Date: 06/13/2024

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

• Initial Complaint

  Date:06/05/2024

  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 registered for a complimentary trial around April 26th or 27th to finish one of my homework assignments. Unfortunately, I couldn't utilize the trial due to technical issues with the software or application. Despite canceling my trial on the same day I signed up, I noticed charges on my account post-cancellation. In May, I was charged $21.39, followed by another charge on June 4th for the same amount. I contacted the company to inform them of my canceled subscription and requested to cancel it again since the initial cancellation didn't process correctly. However, I was informed that canceling my subscription would result in a $99 charge, which I find unreasonable as I had canceled it promptly. During the call, the representative persistently tried to sell me additional items and discounted rates. Currently, I am collaborating with PayPal to retrieve my funds. I have revoked authorization for the company to withdraw money from my account, yet they continue to attempt to charge me $99. My primary objective is to have the subscription terminated.

  Business Response

  Date: 06/15/2024

  Hi Team,

  Our records indicate that the membership is already canceled without cancellation charges and there will be no further charges associated.

  Case# ADB-35001308-D7H1
  (NIKHSHAR)

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21802918
  
  I am rejecting this response because: Unfortunately, I have incurred charges since reporting this issue. I had to contact my bank to stop the payment of $21.49, as you continued to attempt to charge my credit card. Now, I see you are trying to charge my PayPal account as well. I am confused as to how the subscription was canceled when you are still attempting to charge me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/25/2024

  Hi Team,

  Our records indicate there is no active membership on the account. Please share the possible email addresses on which there is another account and we will cancel the service.

  Case# ADB-35001308-D7H1
  (NIKHSHAR)

• Initial Complaint

  Date:06/04/2024

  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's cancellation policy is extremely predatory. You're not allowed to cancel an auto-renewal unless you're within ten days of the renewal date. But you're also not allowed to cancel your membership early without getting charged a massive cancellation fee.

  Business Response

  Date: 06/15/2024

  Hi Team,

  We have canceled the membership without the cancellation charges effective immediately.

  Case# ADB-35001271-L4C5
  (NIKHSHAR)

• Initial Complaint

  Date:06/04/2024

  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.

  Today on May 30, 2024 I tried to re-install Adobe Acrobat Pro 2017 (Student/Teacher version). I purchased a perpetual license while I was an undergraduate student, now I am a graduate student. I had to reinstall my OS and reinstall to factory default due to malware. Thus, it was not at all on my mind that I would have to deactivate Adobe Acrobat before doing this very important task for security reasons. Now that I have reinstalled my operating system by using a USB with the original factory installation software I am trying to re-install all previous apps including Adobe Acrobat Pro 2017 which I purchased back while I was a full-time student. I paid a lot of money (especially for a student) for Adobe Acrobat Pro 2017 (Student/Teacher Edition). I used my student loan funds to purchase the perpetual license. Today, I was told because I cannot de-activate Adobe Acrobat Pro since I wiped out my OS, I was told I have to buy another version of Adobe Acrobat Pro and that is all they can do to help me. Why would I purchase it again, even though it was an older version, it still worked. This is not ethically fair and does not seem to follow GAAP professional business standards. How is this right that simply because my computer got infected with malware, I had to immediately shut down my computer and re-install my OS and now Adobe is saying I have to purchase another license for an app I already purchased a perpetual license for?

  Business Response

  Date: 06/12/2024

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

• Initial Complaint

  Date:06/03/2024

  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 Adobe Production Premium CS4 in 2010 and later upgraded to Production Premium CS6 in June 2012. I have been using this fully registered product for over 13 years. During this period, I encountered two instances where my computer failed, necessitating the reinstallation of all applications and programs. After the first incident, I successfully reinstalled all applications, including Adobe Production Premium CS6, without any issues.However, after the recent reinstallation of the CS6 package, I encountered an error message stating:"The serial number ________ is already in use by a maximum of 2 computers. You must deactivate another computer or provide another valid serial number to use CS6 Production Premium again on this computer."Since my computer had completely failed, I could not deactivate any software before reinstalling Windows and all applications. I visited the Adobe website and found two activations under my account. I deactivated both, leaving zero activated products listed under my account. Despite this, I still receive the same error message, stating that the program is already in use by a maximum of two computers when I attempt to run the application.I contacted customer support and, after waiting on hold for nearly 30 minutes, the representative informed me that the serial number would no longer work and that I would need to upgrade to a newer product, offering me a deal on the new product. If I remember correctly, I've already invested well over $1,000 on this product, which still meets my needs. The support representative stated that there was nothing they could do to resolve this issue, which seems unreasonable, as this likely requires a simple backend adjustment on Adobe's side.It appears there is no exception policy for instances where a customer's computer fails, preventing proper deactivation of the product before reinstallation. This is unreasonable and unacceptable if it is truly Adobe's policy.

  Business Response

  Date: 06/15/2024

  Hi Team,

  We will reach out the customer.

  Case# *****************
  (NIKHSHAR)