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

  10490 Little Patuxent Pkwy Ste 200 Columbia, MD 21044-4960

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:04/19/2024

  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 signed up for a free 7-day trial of Adobe Acrobat. Within hours I canceled. Several weeks later a charge showed up on my credit card. I called Adobe and talked to a rep who said that charge would be reversed. It was not, and weeks later a second charge showed up on my card. I called again and was told that I was committed to an annual program and could not cancel without paying an additional two months fee. I have now been told they will cancel without charging me, but I am furious because I never signed up for anything with an annual commitment, and I feel this company is being deceitful in its practices.

  Business Response

  Date: 04/24/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 03/05/2024. 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 from the email in which the customer made the complaint that the free trial was already cancelled within the trial, and the customer was never billed for this trial. We are investigating the customer's conversation and will get back to the customer via email.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:04/16/2024

  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.

  Previously purchased Adobe Pro 2017. Will not allow me to activate because the software was previously activated on computers I no longer own. Support was no help and would not allow me to deactivate remotely or override the activation process to allow for an activation on my computer. I would like to be able to install and activate the perpetual Adobe Acrobat Pro 2017 program that I purchased, or alternatively receive a new license key. Serial number *****************************.

  Business Response

  Date: 04/26/2024

  Hi Team,

  We will reach out to the customer.

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

• Initial Complaint

  Date:04/16/2024

  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.

  Back in August I signed up for a free trial of Adobes stock photo membership. When the trial was close to the end, I received an email that said your trial is ending. but you dont have to do anything. I interpreted this to mean that my trial would end, and that would be the end of story. However, once my free trial ended, Adobe automatically signed me up for an annual subscription paying $***** monthly. I have done many free trials, and most companies go out of their way to warn you that you are about to be charged for a renewing subscription, but Adobe did the opposite. They seem to be going out of their way to use language that might be misinterpreted. Even when I went back to read that email in more detail, I was struck by how unclear their language is, Nowhere does it say I will be locked into a year contract AND obligated to pay 50% of the remaining amount even if I try to cancel. Instead, they say after your year term, you will have no monthly obligation. Then, near the bottom of the email, they say that there is no annual obligation after the first year. It is a well-known fact in the industry that customers rarely scroll down past the first screen, especially when receiving a stock email like this. I have no doubt Adobe is aware of that fact.My window of opportunity to cancel that subscription was just two weeks, though, I am sure its quite common for people to forget about a free trial subscription for a month and not remember it until they see another charge for it. This two week window seems designed to take advantage of that. In fact, there are probably many people like me who forget about it, or think theyll get to it later. Then are shocked when l a few months later that they have no way out. Ive now paid ***** for 7 months. And when I attempt to cancel it, they tell me I will be charged $70 immediately. I believe that Adobe use opaque and misleading language to prey on unsuspecting customers. They made the window to cancel so short that a large number of people would get locked in before they realize what happened, And they never clearly disclose the later cancellation penalty- 50% of the remaining subscription amount. I believe Adobe designed the free trial rollover strategically to increase their revenue, while covering their tracks enough that most would not call them out. Please dont let this company get away with this just because they are a behemoth. Is unethical to prey on your customers and I am sure there are thousands like me who get roped into this scheme.

  Business Response

  Date: 04/24/2024

  Apologies for the poor experience. We found that the customer subscribed to a ****** trial for ********************** Stock - 10 monthly assets on 08/27/2023. 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 never contacted support or cancelled online within the trial ****** and hasn't read the email. However, we have terminated her plan without any fee and initiated a refund as a goodwill gesture. The credit of $209.93 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-Q5P6
  LASHARMA

• Initial Complaint

  Date:04/16/2024

  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.

  Dear Adobe Support Team,Im writing to request a refund for charges associated with my recent Adobe trial.Unfortunately, *** been attempting to resolve this issue; however, *** encountered a language barrier during my online interactions with support representatives. While I appreciate their efforts, clear communication has been challenging.During my most recent conversation, the representative unfortunately informed me that they don't have access to the corporate address for Adobe and the offices are located overseas. As a final step towards resolving this matter, ** reaching out to you via BBB. I signed up for the Adobe trial and intended to cancel it before the end of the trial period. Unfortunately, due to recent medical treatment, I was unable to manage my usual tasks and completely overlooked canceling the trial until the day after it expired, resulting in a charge for the full month.I understand that ideally, cancellation should occur before the trial ends. However, I did not use the software extensively during the trial period, and I believe a full refund would be fair in this situation.My Adobe Pro trial email address is: ********************** I appreciate your understanding and consideration of my request.Thank you for your time and assistance.

  Business Response

  Date: 04/26/2024

  Hi Team,

  We have canceled the membership effective immediately and processed the refund which will be credited within 5-7 business days.

  Refund# USD 19.99

  Case# ADB-34270781-R7G3
  (NIKHSHAR)

  Customer Answer

  Date: 04/29/2024

   
  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 thank you- Adobe for your time and consideration. I'm grateful!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/16/2024

  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.

  Please help me. I have repeatedly tried to cancel a subscription linked to my Adobe account from college (I graduated 4 years ago) I had no idea I was been continually charged and am unable to access the email to cancel. Online "real time" chat representatives offer no solution, and I'm in financial hardships that don't allow me the luxury of this software. I've likely paid 1,000s of dollars for something I never utilized. I just want to cancel this and recoup any possible money from a multi-year subscription I continually paid, didn't use (I can provide proof), and was unable to cancel successfully.

  Business Response

  Date: 04/24/2024

  Apologies for the poor experience. We will contact the customer directly because the email from which he complained does not contain a subscription.
  
  Adobe Case: ADB-********-X9J3
  LASHARMA

• Initial Complaint

  Date:04/16/2024

  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.

  3/11/2024 I was charged $19.99 by Adobe on my Chase CC for an Adobe subscription I did not buy or authorize.3/13/2024 I informed Adobe of the situation by calling ************. Adobe gave me a ticket number (ADB-33615177-D2B7). Adobe claimed they cancelled the fraudulent account and refunded me $19.99. However, a new fraudulent account was made and I was charged ANOTHER $19.99 from Adobe on the same day.4/8/2024 I called Adobe at ************ again. Referencing my ticket number and demanding a refund for the new $19.99 charge. Adobe then claimed that all accounts were cancelled, and I will be getting a refund in 5-7 business days.4/14/2024 Exactly 30 days from 3/13/2024, I looked at my card and see ANOTHER pending charge from Adobe for $19.99. So now I'll soon be owed $39.98 instead of $19.99. This time I reached to Adobe via the "Chat with us" button at . I spoke with a CSR and his supervisor. I asked them both to refund my $39.98, and to delete/cancel any and all plans/subscriptions/accounts/CC info/financial institution info/email/etc associated with those transactions because they were fraudulent.They acknowledge the account as being fraudulent but refuse to delete the account because I can't verify it. So I will continue to be wrongly charged by Adobe even if I get a new credit card because Adobe use financial institution information to ensure a payment goes through.I've been told I'll be contacted by the supervisor's manager sometime between 1p-6p US Eastern on 4/15/2024 via phone, but I do not anticipate that transaction producing a cure. Please help me.

  Business Response

  Date: 04/25/2024

  Hi Team,

  Our records indicate that two refund of USD ***** each were processed on 13th March and 15th April respectively. We have also processed another refund of USD ***** which will be processed within 5-7 business days.

  Total refund# USD 59.97

  Case#ADB-34253743-N5J1
  (NIKHSHAR)

• Initial Complaint

  Date:04/16/2024

  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.

  Im the Director of IT at my company and have been trying to cancel 4 individual accounts all day.I spoke to someone the day before and they couldnt find the account. It was late here on the east coast, so i said ill try again tomorrow. Since I was having a hard time understanding them, i decided to text them from the Adobe website.I started texting them at 10am this morning.It is now 4:15pm and still nothing.I dont understand how this can happen.I spoke to 8 people and everytime someone new came into the chat, i had to repeat everything.They claim that they couldnt see the chat history.How is this even possible? How can a technology company not see the history of a chat that was just going on.I am embarrassed for them. I understand that they are a huge company and have other things to worry about. But if you cant take of a client with a simple issue, you will not have clients going forward.

  Business Response

  Date: 04/24/2024

  Apologies for the poor experience. We will directly contact the customer to verify the accounts of other people before taking any action.
  
  Adobe Case: ADB-********-H0S0
  LASHARMA

• Initial Complaint

  Date:04/16/2024

  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.

  I bought some software from adobe ( acrobat pro, and elements) on account of : *************************** Adobe then password reset my account , and since I never bothered updating my phone number on account , ********************** will not let me back into my account and access my files/softwarethey keep insisting that I get subscription

  Business Response

  Date: 04/25/2024

  Hi Team,

  We will reach out to the customer.

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

• Initial Complaint

  Date:04/16/2024

  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 Thu, Mar 31, 2011 at 7:33 AM I bought from Adobe a perpetual license for ********************************************* Suite 5 Master Collection Student and Teacher Edition (Windows,English). This set of programs were installed on two computers as per user agreement and have been used for the last 13 years.Today, Wed Apr 10 2024, I restored one of my computers from backup because it had crashed. When I went to open Photoshop, an activation window appeared saying that the activation limit had been reached for CS5.5 Master Collection, as my serial number had already been activated on two computers. Going into online chat with the Adobe support person, they directed me to go into my 2nd computer, deactivate the working program, and go back to the first computer and reactivate. I did so and the 1st computer still said that the activation limit had been reached. I went back to the 2nd computer and it also said the limit had been reached. So now these very important programs are disabled on both computers. Adobe Support said the activation server no longer existed and for me to buy their current subscription based service. They say the activation server no longer exists, then how does Adobe know that my serial number had already reached the limit of two computers? All they have to do is go into the server that looks at my serial number and change it to show that my limit has not been reached!

  Business Response

  Date: 04/24/2024

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

• Initial Complaint

  Date:04/15/2024

  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.

  I cancelled a subscription to a service, but they kept charging me. I didnt notice because the email associated with the charge was discontinued.

  Business Response

  Date: 04/25/2024

  Hi Team,

  Our records indicate that the membership is canceled and there will be no further charges.

  Case# ADB-34252947-J6N9
  (NIKHSHAR)