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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

    • 932 total complaints in the last 3 years.
    • 331 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:05/30/2024

      Type:Sales and Advertising 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.
      We purchased a product on June 2023 (adobe acrobat 2020) from SOFTWAREHUBS that initially functioned perfectly. However, within a period of less than six months, the product ceased to work properly, We reached out to Adobe Customer Support, who confirmed that the serial number (Serial Number: ****************************** associated with our purchase was deactivated and had been assigned to a di??erent user. Furthermore, during our correspondence with Adobe, it was clarified that SOFTWAREHUBS is not an authorized Adobe reseller, despite their claims on the company's website. This discrepancy raises serious concerns regarding the legitimacy of our purchase. In an attempt to address this issue, we sent a formal complaint letter outlining our concerns and seeking a solution. Unfortunately, even after taking these steps, we have been unable to resolve the problem with the non-functioning product.

      Business Response

      Date: 06/15/2024

      Hi Team,

      We will reach out the customer

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

    • Initial Complaint

      Date:05/30/2024

      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 accidently somehow purchased a product (the cloud) while trying to log on to my adobe account for which they charge me 6.95 per month. somehow they wanted to charge me and did charge me ***** plus ***** dollars a month, so I immediately tryied to get the whole thing canceled they sent me (oneline) to a specialist team to resolve the issue. the charged me a 1.00 fee returnable to my credit card, the I unknowingly got charge ***** for this . I wasn`t told their would be any fee and now I can`t contact anybody except the original team that wants to charge me 1.00 again I`m 76 yo senior and I don`t understand the downloading or sending any info I jus want to create a list for my wife so she can see my passwords and usernames of accounts and other things as I`m disable and can`t write that well to read it. so I looked at adolbe and thats what started the whole problem in case I pass away she can access all my accounts ,thats it I don`t what upload means or how to **** do that

      Business Response

      Date: 06/11/2024

      Hi Team,

      The customer was charged for Acrobat for USD ***** which is now canceled and refunded. The next billing amount for the customer would be USD 4.99 for AI assistant membership which is active in the system.

      Case# ADB-34935442-T4X3
      (NIKHSHAR)

      Customer Answer

      Date: 06/12/2024

       
      Complaint: 21769953

      I am rejecting this response because: because i am not nor would i ever accept the fact that i would enroll in a AL subscription of any kind and by canceling my subscription would completely remove me from any subscriptions of any kind. I was duped into thinking I would solve a problem  immediately after probably causing the problem by not fully reading what I was doing. they charged me ***** on my credit card for which I complained to discover credit card and they are investigating the charges' not knowingly entered into I`m 76 Yo and am not too computer savvy , All I wanted to do is make a list for my wife in case I die so she would have all information really thats it. They have baited and switch on me money that I would never agree to. they refunded 21 dollars plus and I`m not sure what that was even for? I do not wish to pay 4.95 a month for anything with them. I`m shocked your company would do this to people and not help them resolve this situation and I wonder who else is being taken advantage of

      Sincerely,

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

      Business Response

      Date: 06/18/2024

      Hi Team,

      We have canceled the AI assistant membership from the system. There will be no further charges as there is no active membership on the account. Refund will be processed within 5-7 business days.

      Refund# USD 4.99

      Case# ADB-34935442-T4X3
      (NIKHSHAR)

    • Initial Complaint

      Date:05/30/2024

      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.
      I signed up for a free trial of Adobe with my university. Adobe would not let cancel the trial without contacting an administrator at my university. I contacted my university IT who managed the Adobe software and they said there is nothing they can do, I must contact Adobe customer service. ********************** will not allow me to use the customer service chat, and I havent been able to get a human on the phone to address these issues. Theres literally no cancel my membership button on my plan. Ive been charged two months for a service Im not using and dont need anymore. I just want to be done with this company.

      Business Response

      Date: 06/04/2024

      Apologies for the poor experience. We will directly contact the customer to help because there is no subscription under the email from which the customer complained.

      ********************** Case: *****************
      LASHARMA

    • Initial Complaint

      Date:05/28/2024

      Type:Sales and Advertising 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.
      My complaint with Adobe is the lack of transparency with their subscription services. I signed up for a 14-day free trial on 4/19/2024. I forgot to cancel the subscription and was ok with paying for the 1 month of the subscription as it was my fault that I had forgotten. Upon looking into cancelation options, Adobe will not cancel the subscription unless I pay them $99. They claim I've entered into a 1-year commitment which I never agreed to. Adobe's business practice in this way is very predatory and I feel it is unethical. I've paid them for the service they provided but I no longer wish to receive the service and feel as though we have not entered into a contract.

      Business Response

      Date: 06/11/2024

      Hi Team,

      There was no membership found with the email address. We would like to request correct email address or order# on which there is a membership so that we can investigate further.

      Case# ADB-34935155-V2D7
      (NIKHSHAR)

    • Initial Complaint

      Date:05/28/2024

      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.
      I have getting charges for photoshop with adobe which Ive never even used I tried to cancel this months ago and was told its will cost $150 dollars to cancel. I never agreed to pay them monthly for something I dont use and especially an app that you cant even cancel without paying so much money Ive been charged four times now at ***** each time at a total of ****** I would like all my money back please

      Business Response

      Date: 06/04/2024

      Apologies for the poor experience. We will directly contact the customer to help because there is no subscription under the email from which the customer complained.

      ********************** Case: *****************
      LASHARMA

    • Initial Complaint

      Date:05/28/2024

      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 used my personal credit card to access a free 7 day trial of an Adobe product on January 31, 2024. I followed the company's online instructions to cancel the service 3 days later on February 3, 2024. I didn't forget to do it. I didn't call someone and "hope" it was done. And I just found out that I have been billed $19.99/month, beginning February 8, 2024, and when I followed the same instructions to cancel again (this time an "active" account, not a "trial" account), it required me to agree to being billed a cancellation fee equal to the amount I have already been billed - for the 3 days of trying it out. Adobe has not emailed me receipts for any of the ********, and my account is now "officially" canceled (cancellation number AB04268209055CUS), but I want a refund of the $159.92 I have been charged for nothing. No download of product. Nothing.

      Business Response

      Date: 06/11/2024

      Hi Team,

      We have processed the refund of USD 159.92 which will be processed within the next 5-7 business days.

      Case# ADB-34933890-C1H4
      (NIKHSHAR)

      Customer Answer

      Date: 06/19/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have received the promised refunds. Thank you very much for your intervention with this.The resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:05/21/2024

      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.
      I cancelled my subscription and paid Adobe the $99 cancellation fee (a ridiculous fee in my opinion, but worth cancelling the service since I so rarely need advanced services and they don't offer month-to-month services without a year-long commitment). I was then contacted by Adobe via email and told that my "payment has failed" when, again, I cancelled my subscription and paid the penalty. Adobe has not previously attempted to contact me for payment, so I truly do not understand the intent of their email claiming that my "payment has failed" beyond Adobe trying to get me to renew my subscription under false pretenses. I confirmed that the cancellation fee charge shows on my transaction fees, so the payment went through properly. I do not appreciate Adobe's predatory attempts at keeping customers subscribed to their services.

      Business Response

      Date: 05/29/2024

      Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 11 Mar 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 cancelled his annual plan, which comes with a yearly commitment and monthly billing, which caused him to be billed for the cancellation fee. Hence, we have initiated a refund as a gesture of goodwill. The credit of $99.95 will be processed within 5-7 business days using the same payment method.

      Adobe Case: ADB-********-N9X0
      LASHARMA

    • Initial Complaint

      Date:05/21/2024

      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 own a perpetual license to ********************************************* Suite 5, purchased in 2010. Adobe can see that in my online account. You get to install the software on a total of 2 computers, which I have done for years, but now need to reinstall the software. I can't because their servers are saying I have reached my limit of 2 existing installations. (I'm only trying to RE-install.) In the past you could have your "count" reset if there was a mix-up like this, but recently Adobe took the servers that you have to contact to validate your authentication offline, and provided no offline workaround. I did a chat with them and they said the servers for "older" software are retired. My license is "perpetual", I should be able to use Creative Suite 5 if I still want to. (Even in the chat they described my license as "perpetual". Well, how can I keep using it if they don't maintain any running activation servers for Creative Suite 5?)

      Business Response

      Date: 06/03/2024

      Hi Team,

      We will reach out to the customer.

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

    • Initial Complaint

      Date:05/21/2024

      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.
      The tools in my Photoshop subscription stopped working. The paintbrush, lasso, eraser- nothing would work or draw a line. Been on the phone with Adobe **************** for 15 minutes now, and my update is only at 41%. I just wanted my tools to work. Tools in older versions of Photoshop still work. It will be another 15 minutes before the update is complete. It was extremely hard to get someobe on the phone. As a customer of **********************, you have to go through a very clueless robot chat that loops itself constantly. 18 minutes of the phone and the Photoshop update is at 50%. This is so incredibly frustrating. I just wanted to be able to use my tools again.

      Business Response

      Date: 05/29/2024

      Apologies for the poor experience. We will directly contact the customer to assist.

      ********************** Case: *****************
      LASHARMA

    • Initial Complaint

      Date:05/21/2024

      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 February of 2024, I noticed a series of fraudulent and unauthorized transactions on my CapitalOne card. The transactions are posted as ADOBE *CREATIVE CLOUD4085366000CA and they have been going on since February of 2022. The monthly charges range from the amount of $52.99/month to $59.99/month. Here's the full breakdown of the charges:February 2022 - December 2023: $52.99/month (11 months)January 2023 - December 2024: $54.99/month (12 months)January 2024: $59.99 (1 month)Total amount: $1,302.76 Total duration of charges: February 2022- January 2024 I called Adobe in March (2024) to stop the charges and was unable to resolve the issue with the merchant.

      Business Response

      Date: 06/03/2024

      Hi Team,

      Please share the below details to investigate further with the charges for *** 2024

      1. Exact Amount
      2. Date of Charge
      3. Name on the card
      4. First 8 and Last 4 of the card.

      (NIKHSHAR)

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

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