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 Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems Inc

  41700 Vaquero Ct Fremont, CA 94539-3914

• 

  Omniture, An Adobe Company

  550 Timpanogos Cir Orem, UT 84097-6212

• 

  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:05/01/2024

  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 March 18, 2024, I was charged $21.19 twice for something I did not authorize. I have no receipts for these transactions, solely the charge to my card. I claimed these transactions as fraudulent with my bank and followed up with Adobe via the phone number listed within the transaction on April 23, 2024. I gave the first 6 digits and the last four digits of my card number and my name to the representative. They found both transactions and confirmed that the transactions were fraudulent as the email address used "seemed fraudulent." I was then transferred to the ************************ where I was told that I would receive an email within 24 hours detailing the notes of the call. Upon receiving no email, I called back on April 29, 2024 where two representatives were not able to locate the transactions at all (the representative gave me the following reference number for this call: ADB34301624B2H5).

  Business Response

  Date: 05/07/2024

  Apologies for the poor experience. We can see the customer contacted support, who found the account and cancelled it with a refund of $21.19. We have also processed another refund of $21.99, which was found under another email.
  
  Adobe Case: ADB-********-G2B4
  LASHARMA

• Initial Complaint

  Date:04/29/2024

  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 has been charging me $21.64 for the past 24 months for Adobe Acrobat, which I have never agreed to purchasing. I was not even aware that I had an account with any level of subscription status attached to it. I had only used Adobe Acrobat to sign a contract that was sent to me by another Adobe user. I reached out for support, but was told that they would not refund any of the 24 fraudulently charged payments, nor cancel my existing subscription (that I never wanted). They owe me at least $504 in wrongfully made charges!When I tried to escalate this with Adobe, my first customer support agent promised me assistance, and then disconnected the conversation with me - despite being polite, cordial, and appreciative of their help. The following two agents I spoke with disconnected our chats, too. Incredibly troubling business model.

  Business Response

  Date: 05/06/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 07/20/2022. The customers have a grace ****** of 14 days after the trial ends, during which they can cancel their plan and get their money back. However, we can see that the customer neither cancelled online nor ever contacted Adobe in the past 2 years to cancel. However, when the customer contacted support, they explained his plan's Terms and conditions (********************************************************************) and, as a one-time exception, cancelled it with a 3-month refund. As a goodwill gesture, we are also processing the refund for 9 more months. The customer will get the total ******** refund of $248.86 ($21.64*10 months =$216.40 + $16.23*2 months = $32.46) credited within 5-7 business days to the payment method registered with Adobe.
  
  Adobe Case: ADB-********-K9H5
  LASHARMA

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair 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.

  Adobe acrobat Pro 17. I was transferring the license from an old computer to the new one. I called for assistance and they told me to deactivate the old one and then I could activate it on the new computer. It turns out that I cannot activate it on the new computer because they retired the product and closed the servers. So now I am without the program anymore. They did not offer to solve the problem, only to give me a discount for three months. Your Adobe Case ADB-********-F4X3

  Business Response

  Date: 05/10/2024

  Hi Team,

  We will reach out to the customer.

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

  Customer Answer

  Date: 05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint .  These people have promised this before and have not done it. I have written them back directly and asked them to send in writing their commitment to contact me along with a date and time and a phone number. This is happened before.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair 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.

  About 8 years ago, I purchased three application software from Adobe: Adobe FrameMaker, Adobe Illustrator, and Adobe Acrobat. A lifetime license came with each software. Later, **********************, like many other software companies, switched from selling lifetime licenses to monthly or yearly subscriptions. I was able to use these programs until last month when I purchased a new computer that came with Windows 11. After deactivating these programs on my old computer and installing them on my new computer, I realized that they no longer work on Windows 11. I tried to contact Adobe for help, but they told me that they no longer support their products with lifetime licenses and tried to sell me their subscription. My complaint with different agents did not resolve the issue, and since I needed to open my files created with Adobe, I was compelled to get a subscription to Adobe Creative Cloud for $30 per month. Later, I also have to get a subscription to Adobe FrameMaker so I can access my files created with this program (for another $40 per month). This means that I will end up paying $70 per month ($840 per year) for programs for which I already have a lifetime license. On April 10, I emailed a formal complaint to Adobe (Case ADB-********-P4J0). I received responses on April 14. Again, instead of resolving the solution, the agent asked me to subscribe to their programs. On April 20, I received a call from an agent who again tried to sell me a subscription and informed me that he is going to close the case. The same day, he sent me an email confirming the closure of my case. As compensation, I believe I am entitled to a free lifetime subscription to these three programs.

  Business Response

  Date: 05/06/2024

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

  Customer Answer

  Date: 05/14/2024

   
  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. Here is the detail

  I would like to thank the Better for opening my case and forwarding my complaint to the Adobe. 

  I also like to thank you the Adobe and their staff for taking my case seriously and contacting me in resolving the issue. They generously gave me an updated version of the Adobe Acrobat and Adobe Illustrator that are compatible with Windows 11. Since Adobe FrameMaker is only offered in subscription, they did not offer me another version of Framemaker. However, talking to their IT, I was able to make my FrameMaker work with Windows 11. Overall, I am very satisfied with the resolution and will recommend Adobe to my family and friends in the future.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair 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 had to get Adobe for a graphic design class for college. I selected the Student option monthly plan assuming that this is a monthly based subscription not a year subscription that you paid monthly. I had to have access on my personal computer due to my class schedule, I did not have the option to come into the class during the off periods to use the adobe products. My biggest issues was Adobe kepts messing up my computer. I dnever had issues with my computer before adobe products were loaded on. My computer kept over heating, freezing, and majority of the time the application used would not work and I was forced to constently uninstall and reinstall the products. Due the issues Adobe was creating, I wasn't able to get the best grades that I could. My professor even noticed the issues when they tried using adobe and suggested I purchase a new computer. My computer was working perfectly fine before adding adobe's products into it. When class was completed I was elated to get rid of Adobe, then I saw that it was forcing me to pay a cancellation fee. Due to the issues at hand and how it messed up my computer, I believe this fee should be completely refunded.

  Business Response

  Date: 04/30/2024

  Hi Team,

  We have processed the refund of cancellation as a goodwill gesture. It will be processed within 5-7 business days.

  Refund# USD 83.44

  Case# ADB-********-F0Y7
  (NIKHSHAR)

  Customer Answer

  Date: 05/02/2024

   
  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:04/23/2024

  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.

  Adobe wont let you cancel wants to charge cancellation fee with consent when the program has been crashing on me and doesnt even work.

  Business Response

  Date: 05/02/2024

  Apologies for the poor experience. The customer has an annual plan, paid montlhly and as per the terms and conditions if the customer cancel their plan within annual commitment there is a fee. However, we can see all the subscriptions are already cancelled with pro-rated refunds.
  
  Adobe Case: ADB-********-Z9X4
  LASHARMA

• Initial Complaint

  Date:04/22/2024

  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 4/19/2024, I saw that there is charge to my credit card of $54.10. I do not have a subscription nor an account with ************************ called the number provided, ************, to get this resolved...to get this charge removed.I provided customer service my name and last four digits of the credit card with which was used to charge me. The customer service individual said she couldn't find any information on me or the charge. She wanted more personal information and this made me feel very uneasy. I told her I don't have an account nor a subscription with Adobe but they obviously have enough information to charge me. At this point, I told the customer service individual that I was terminating the conversation and did so.Please help me out here. I am concerned and really want this charge removed.

  Business Response

  Date: 05/01/2024

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

  Customer Answer

  Date: 05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to case ADB-********-X1L5 and, in good faith, trust it will resolve this by cancelling and refunding the charge mistakenly placed on my credit card...finding I have no account with them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/22/2024

  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.

  Adobe *** editor letters L and I are 400% big then all other letters and the *** to Word Converter Cost money so use a 3rd party says its Free download a *** then free trial membership Poor and Disabled People write a letter then 100% all the Computers software cost money or it does not work to make people purchase something that works ************** by Law has to Provide People basic needs food shelter and Clothing All ******************* do not come with a Word Program everyone has to Purchase Word then buy a Cheaper Word and you cant Install it so ********* Support install it then the Computer remember everything so should you restore the Computer to factory new every time you leave your House ********************* God Jurisdiction Twice in DC Supreme Court and May 7th 2024 MN Supreme Court Hearing Oral Argument and SEC remanded ***************** to FINRA this is 99% only thing ADOBE used fore and all the Court Documents use a *** editor that I and L are 400% to Big ADOBE makes the Court Documents Letters look extremely bad unless you pay $15 Dollars a month

  Business Response

  Date: 05/10/2024

  Hi Team,

  Adobe PDF editor has limited features to access. We advise to purchase an individual membership for Acrobat Pro as a trial to have more functionality as per the requirement.

  Case# ADB-34472319-Z3M1
  (NIKHSHAR)

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21603065
  
  I am rejecting this response because: 

  100% God Loves to turn off the sun light Planet sun rays because people did not Pay fore it 100% God Loves to Collapse the atmosphere to exterminate all earth people legal because the **** ************* ******** Founder Nuclear Reactors put a Billion Human Hearts in Nuclear Fuel and Most all Big Computer companies invest in Nuclear Weapons God Loves 100% fore People to attack God 100% Loves Launch in self defense      

  100% Only Use a PDF Editor fore Court Forms is unreasonable to Pay $15  Doller's a month and all Computers come with no writing Program so ****************** Word and Office work 100% Bad 1000 Features make it slow and lag so 15 Hours Dailey  Copy and *********** press save 50 times everyday 

  100% nobody wins in Court there 80 Million Refugees in the World that are afraid to go outside People are banned from doing most everything then Pay Fore everything the 8 largest Nuclear Weapons Owner Banks are the only banks that can verify the 80 Million Refuges 

   

  Business Response

  Date: 05/31/2024

  Hi Team,
  

  Adobe PDF editor has limited features to access. We advise to purchase an individual membership for Acrobat Pro as a trial to have more functionality as per the requirement.
  

  Case# ADB-34472319-Z3M1
  (NIKHSHAR)

• Initial Complaint

  Date:04/22/2024

  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 signed up with Adobe on a monthly billing cycle. As I thought monthly means monthly, not annually. I went to cancel my subscription as I am no unemployed only to find out there is a 70 dollar cancellation fee as I was unaware that I was an annual customer... being billed monthly...Doesn't make sense to me and they do not want to work with me getting this resolved.

  Business Response

  Date: 04/30/2024

  Hi Team,

  Our records indicate that the membership is canceled without the cancellation charges.

  Case# ADB-34319972-H1B9
  (NIKHSHAR)

  Customer Answer

  Date: 05/02/2024

   
  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:04/22/2024

  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.

  Last year, on or about March 23, 2023, my wife and I started a subscription to Adobe. We believed it was $19.99 for a one-year term but it was $19.99 per month. I did not realize that until today. Today, when I realized this, I immediately called Adobe to cancel this subscription. Adobe told me they could not verify my account and so they could not cancel it. I called my bank to let them know what happened. I was informed by my financial institution that I could put a stop payment from my bank before even notifying the merchant, but I was courteous enough to call the merchant first to work it out, but, to no avail. My bank put a block on my account to any future payments that Adobe would try to take out.

  Business Response

  Date: 05/01/2024

  Apologies for the poor experience. We can see the customer's husband has already contacted the support and the support has cancelled their annual plan, paid monthly subscription. As a goodwill gesture we have refunded the last 3 months amount. The refund of $59.97 ($19.99*3 months) will be credited within 5-7 business days to the payment method registered with Adobe.
  
  Adobe Case: ADB-********-G9Z2
  LASHARMA