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

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.

Initial Complaint
Date:05/21/2024
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.
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)
Initial Complaint
Date:05/17/2024
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.
On May 1, 2024, I was charged $34.99 by Adobe **** despite never having registered an account with them. Upon noticing this unauthorized charge, I immediately contacted Adobe ****'s customer service to inform them of the issue and requested a refund. Despite my efforts to resolve the matter, my messages have been ignored and I have not received any response or refund from Adobe ****I request a full refund of the $34.99 that was charged to me without my authorization.
Business Response
Date: 05/25/2024
Apologies for the poor experience. We can see someone on behalf of the customer using his email purchased a Photoshop and Adobe Stock monthly plan and both are already cancelled. However, as a gesture of goodwill we have processed the full refund of $34.99 which will be credited within 5-7 business days to the same payment method registered with Adobe.

Adobe Case: ADB-********-F5K8
LASHARMA
Initial Complaint
Date:05/17/2024
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've been trying to cancel my membership for months. I have emailed and canceled on the app, with no success or assistance. I am still being charged. I get access from my school and do not need to pay for the scripting. I want my account canceled and a full refund.
Business Response
Date: 05/22/2024
Hi Team,
We have canceled the membership with refund of last four months which will be processed within the next 5-7 business days.
Refund# USD 79.96
Case# ADB-34646656-Q2W0
(NIKHSHAR)
Initial Complaint
Date:05/17/2024
Type:Product 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 was billed for a free trial. I clicked link for a free trial and then immediately got billed. Under email address ******************
Business Response
Date: 05/25/2024
Apologies for the poor experience. It's evident that the customer opted for the monthly plan instead of the free trial, resulting in immediate billing. After canceling the subscription online, per our policy, if cancellation occurs within 14 days, the system automatically initiates a refund. Additionally, we've escalated the refund request to the relevant team to ensure resolution, particularly if the customer hasn't received the refund from ******* Please note, we lack access to verify billing or refund statuses for purchases made through third-party apps.

Adobe Case: ADB-********-R1B5
LASHARMA
Customer Answer
Date: 05/28/2024

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:05/17/2024
Type:Product 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.
We entered into an agreement for Adobe FrameMaker ETLA (enterprise licenses) in Dec 2022. When approaching what we were told was the renewal date (Dec 2023) we repeatedly reached out to Adobe to adjust the license count to a lesser number of licenses as the company has downsized. We received no replies and have been unable to reach any account manager who can assist us.I received no responses from Adobe after repeated attempts to speak to an account manager for our product. In desperation, I replied to a representative from Adobe who was looking to sell us other products. This representative incorrectly told us in early 2024 that our renewal was not due until May 2024.After speaking to several other people at Adobe it was determined that he was wrong. They are now threatening cancellation of the product which would impact our business severely. We have standardized on this product and rely on it for our work.I have repeatedly requested to speak to an account manager who can adjust our licenses for our ETLA subscription of ********************** FrameMaker, only to be continually threatened with cancellation of the product. I am seeking assistance as a last-ditch effort to rectify the situation and adjust our licenses accordingly so we may renew our subscription and continue to use the product. Thank you for looking into this matter and please let me know if you would like to see additional e-mail correspondence from this unprofessional customer service experience.-***************************** -IT Manager -Bausch ********************** *** -***********************************************
Business Response
Date: 05/22/2024
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Customer Answer
Date: 05/29/2024

Complaint: 21713299

I am rejecting this response because Adobe has not made any efforts to contact me. Please provide me with a person who I can speak with ASAP.

Sincerely,

*****************************
Business Response
Date: 06/04/2024
Hi Team,

We will reach out to the customer.

Case# *****************
(NIKHSHAR)
Customer Answer
Date: 06/06/2024

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.

I would like to note that their entire Customer Support system is essentially non-effective. This took 6 months of emails to get an account rep assigned to us who was able to make the correct adjustments.

Sincerely,

*****************************
Initial Complaint
Date:05/17/2024
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 an Acrobat Pro 2020 perpetual license on 2/16/2021. I've been using the license since. Very recently, I factory reset both my laptops due to software issues occurring on both machines. In doing so, my Acrobat license for both machines were lost with the previous configuration. I contacted Adobe to have them reset the activation counter for my serial number. They claimed that they do not have access to the license server anymore. They then proceeded to try to sell me on an annual subscription to Acrobat instead. I contacted higher support via phone who told me the same information. This appears to be an issue with many people who have purchased a 1-time license with **********************. Link below of my issue along with others. My username is Elie26117622eots. I've also attached a copy of who I spoke with via chat. ***************************************************************************************************************************
Business Response
Date: 05/25/2024
Apologies for the poor experience. We will directly contact the customer to assist.

********************** Case: *****************
LASHARMA
Customer Answer
Date: 06/03/2024

Complaint: 21706597

I am rejecting this response because: I have not heard from Adobe yet...

Sincerely,

***************************
Business Response
Date: 06/07/2024
Apologies for the poor experience. The supervisor has already called and informed the customer that, only the customer can deactivate their devices to activate the product on a new system, and if the maximum activation count is reached, it cannot be reset or increased..

Adobe Case: ADB-********-R1B5
LASHARMA
Customer Answer
Date: 06/17/2024

Complaint: 21706597

I am rejecting this response because: there no ability for me to reset the counter.... I looked in my portal and even though my SN number is visible, it does now allow me the option to reset. This needs to be done through Adobe's end... and they know this. This is ALL mentioned in the logs I provided to BBB.

Sincerely,

***************************
Business Response
Date: 06/18/2024
Apologies for the poor experience. The team working on the customer's issue has also replied to the customer's email. We want to inform the customer that the team has already escalated the case and will update the customer back once they get a response from the backend team. We highly appreciate his time and patience.

Adobe Case: ADB-********-R1B5
LASHARMA
Customer Answer
Date: 06/28/2024

Complaint: 21706597

I am rejecting this response because: I'm still waiting on a response after my phone call with them 6/19/24.

Sincerely,

***************************
Business Response
Date: 06/28/2024
Apologies for the poor experience. The team contacted the customer with a possible resolution by offering an Acrobat subscription, with the exception of 6 or 8 months free; however, the customer declined and wanted a new serial key to Acrobat 2020.
As of April, Adobe no longer increase product activation counts and issue replacement serial numbers.
If the customer no longer has the serial number to install their application, they must purchase a new one.
If the customer has exceeded their activations, they must deactivate on another device to free up an activation to work on their new machine. If they cant deactivate their other devices (for whatever reason), they must purchase a new product.

Adobe Case: ADB-********-R1B5
LASHARMA
Initial Complaint
Date:05/14/2024
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.
Between 03/2018 and 12/2019, I purchased 11 copies of Adobe Acrobat Professional 2017 from an Authorized Software reseller(Dell.com). These were full licenses for the perpetual version of the software, not a subscription. I work as an IT Service Provider and these licenses were purchased by me on behalf of small businesses. As of 03/27/2024, I can no longer activate the software once it is installed. I have contacted Adobe regarding this matter and was told that their servers no longer activate this version of Adobe Acrobat Pro or Standard. I have never received any notice from Adobe System advising that this software would no longer be eligible for re-activation if moved software to a new company machine. The company's reps with whom I've spoken have told me that there is nothing that can be done. I believe that Adobe is engaging in deceptive business practices regarding this product.
Business Response
Date: 05/22/2024
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Customer Answer
Date: 06/01/2024

Complaint: 21706181

I am rejecting this response because: Adobe has very slowly reached out to me with the same instructions that do not work. They have failed to provide an adequate solution to using the software that I purchased from them.

Sincerely,

****** ******
Business Response
Date: 06/20/2024
Hi Team,
We would suggest to upgrade to subscription based services.
Case# ADB-34646247-J9H5
(NIKHSHAR)
Customer Answer
Date: 06/21/2024

Complaint: 21706181

I am rejecting this response because:
I purchased a license for a perpetual product so that I would not have to move to a subscription. The perpetual license is one that ********************** currently sells. I reject Adobe's response that I should just "upgrade to a subscription." This defeats the whole purpose of purchasing a perpetual license. I will upgrade to a subscription once Adobe refunds the full amount of the perpetual subscription that was purchased which Adobe is no longer honoring / supporting.

Sincerely,

****** ******
Business Response
Date: 06/25/2024
Hi Team,
Perpetual products are no longer support, hence, new serial key assignment is not available. We would suggest to upgrade to subscription based services. Once it is upgraded to subscription we will apply a credit of 6 free months on the membership. The customer can share the purchase confirmation by either responding to BBB or reach out to support to get the credit.
Case# ADB-34646247-J9H5
(NIKHSHAR)
Initial Complaint
Date:05/13/2024
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.
On 24-feb-2024 I bought and installed the Photoshop Element 2024 application for $76.09 to use on any 2 computers for life. However, Adobe has not honored the life time agreement as will be describe below and asked me to purchase the same software again. On May 9, 2024 the Windows 11 ** of my PC stopped working and I had to re-install the ** from scratch. I had to re-install all licensed software packages in the process. I did all that, except for Photoshop element 2024". When trying to install it, I got an error message saying that I already used up all of my licenses for it. ********************** **************** told me to re-install Photoshop Element, I had to uninstall it first. I tried explaining to them that I can't do that because the previous installation was wiped out during the installation of the operating system. It made no difference. They said the only way to get it back on the same computer it is to buy it again. I attempted to explain to them they sold me the license to use on this computer for life and that its completely fine to reset my account. They refused to provide me with any mail, post address, fax to escalate the issue. They said they have no other solutions.
Business Response
Date: 05/23/2024
Apologies for the poor experience. We will directly contact the customer to assist.

********************** Case: *****************
LASHARMA
Initial Complaint
Date:05/13/2024
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 Adobe support team, I've been trying for a few hours to contact support via chat and telephone, but there is clearly a barrier that makes communication via support chat unreachable. The reason for my contact is regarding my refund request. I signed up for a 7-day free trial, after which I was charged on my card. I would be grateful if it is possible to cancel and refund the amount charged. Sincerely, Geisa
Business Response
Date: 05/22/2024
Hi Team,
Our records indicate that the charge was never processed as it was declined by the processing bank. We have canceled the membership, hence, there would be no further charges.
Case# ADB-34646004-J9M5
(NIKHSHAR)
Initial Complaint
Date:05/13/2024
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.
I cancelled this Adobe account in May of 2023 and as understood it my credit card was removed. I have not used this account since May of ***** May 6, 2024, Adobe reinstated the monthly fee and charged my **** ending 9764. I closed the account May 2023. I tried to contact Adobe but they make it difficult. I want my **** credit card they have on file ending 9764 removed from their access, a refund for $25.96 and a confirmation this account is closed.
Business Response
Date: 05/23/2024
Apologies for the poor experience. We can see the customer cancelled **************** in 2023; however, Adobe Acrobat Export PDF was cancelled on 05/09/2024, and the bill date was on 05/03/2024, due to which the customer was billed. However, we have issued a refund of $25.96. This amount will be credited within 5-7 business days to the payment method registered with Adobe.

Adobe Case: ADB-********-J1N3
LASHARMA
Customer Answer
Date: 05/23/2024

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

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