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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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Adobe Systems, Inc. has 12 locations, listed below.

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    Customer Complaints Summary

    • 928 total complaints in the last 3 years.
    • 334 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/07/2022

      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.
      Signed up for trial subscription to adobe. They said they cancelled my subscription so I wasn't charged. I was charged!! Then they continue to charge me even though I have spoke with them multiple times. They have promised refunds but I never receive them!

      Business Response

      Date: 12/15/2022

      Business Response /* (1000, 5, 2022/11/24) */
      Apologies for the poor experience. We found that the customer contacted support on 4 November 2022 & was able to cancel both the subscriptions with the current month's refund which was CAD 63.26. Hence, we have also initiated both the refunds for both subscriptions for the remaining 1 month. The credit of CAD 63.26 will be processed within 5-7 business days to the same payment method.


      Adobe Case: *****************
      ********

    • Initial Complaint

      Date:11/07/2022

      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 have been charged multiple months for some subscription I've logged into my account it doesn't show that I have a subscription or even a free trial trial I disputed this with ******** my credit card company however Adobe is disputing this but I cannot provide you with information that I don't have access to meaning that I do not have. All that I have is the charges on my ******** card. I don't have a subscription I don't want a subscription Please help resolve this as as your company is disputing my dispute

      Business Response

      Date: 12/20/2022

      Business Response /* (1000, 5, 2022/11/17) */
      Hi Team,

      We will reach out to the customer.

      Case# ****************************


      Consumer Response /* (3000, 7, 2022/11/18) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I don't see any response unfortunately I just see this email with the case someone saying they're going to reach out team but I don't see any text from the company perhaps is this not displaying correctly or could you please send again?


      Business Response /* (4000, 9, 2022/12/01) */
      Hi Team,

      We were in communication with the customer and were close to resolve the issue; however, the customer stopped responding, hence, we have not received a response to the email sent on 11/17/2022.

      Case# ****************************


      Consumer Response /* (4200, 11, 2022/12/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I can't provide you with proof for something that I do not have again I keep telling you I don't use the service you should be able to look and see if it's been downloaded or accessed. What information do you need I've not received further information this needs to be closed out why are you fighting something that I have no proof of? Explain to me how am I supposed to give you a receipt for something I don't have? What more it needs to be conveyed? This needs to be Credited and removed I don't use it I don't know how it got here if I did I would provide it to you so I wouldn't keep wasting my time because you guys are not understanding this is not a subscription I need or signed up for it needs to be removed but everything keeps getting delete because you fail to understandamn what else can I do to make this more simple for you to understand


      Business Response /* (4000, 13, 2022/12/16) */
      Hi Team,

      We have responded to the customer through email.

      Case# ****************************

    • Initial Complaint

      Date:11/06/2022

      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.
      Trying to cancel my subscription, however under management accounts there is a text box that says cancel subscription, but you can proceed past that because it won't let you scroll up further to access the cancel subscription button. And you can only talk to someone mon- fri, and the phone call message machine says you can chat with ****** online, but that seems to be non existent

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 5, 2022/11/21) */
      Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.

      Adobe Case: ***********************

    • Initial Complaint

      Date:11/04/2022

      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 signed up for a free trial with Adobe, I canceled BEFORE my free trial ended. But apparently the site didn't accept the cancelation, because it says I never canceled(it's not my fault that the site didn't accept it.) So I have been charged month after month without knowing it, because to my knowledge it had been canceled. Which cause me an overdraft mee on my credit card because I didn't know I was being charged, which costed me another ***** So I finally got on again to cancel it, a,d they are going to charge me an extra fee for an early cancelation fee. I reached out to their customer service, and they told me that they can't to anything because it didn't accept my cancelation the first time. I am feeling incredibly taken advantage of.

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 5, 2022/11/24) */
      Apologies for the poor experience. We found that the customer subscribed to a 7-day trial for **************** on 11 July 2022. Post 7 days trial, there is a grace of 14 days where customer can cancel and get their money back. We understand that the customer tried to cancel it online & was not able to cancel the subscription successfully due to which he got billed and later he cancelled and was billed for the cancellation fee. As per the T&C if subscription is cancelled after 14 days then system process the cancellation with the fee. However, we have initiated the full refund including the cancellation fee also, as a goodwill gesture. The credit of $85.70 ($10.71*4 months + cancellation fee of $42.86) will be processed within 5-7 business days to the same payment method.

      Adobe Case: *****************
      ********


      Consumer Response /* (2000, 7, 2022/11/29) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I am very satisfied with this response.

    • Initial Complaint

      Date:11/04/2022

      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.
      Auto-renewal trap. After signing up for a 7-day free trial, Adobe Creative locked-in a payment contract to my account for a full year with no reasonable method of cancellation. About 2-3 days after the 7-day grace period I realized I still needed to cancel. Upon calling them, the representative said that they would not cancel my plan and that I would need to proceed with the annual membership payments.

      I've contacted my bank and credit card provider in hopes to have them put a stop payment order on the transactions but unfortunately will only work for one time payments/events.

      I am still seeking ways to stop their ability from withdrawing my money and to rectify the situation, hence this form submission.

      Please let me know what can be done.

      Business Response

      Date: 12/15/2022

      Business Response /* (1000, 5, 2022/11/23) */
      Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.

      Adobe Case: *****************
      ******

    • Initial Complaint

      Date:11/03/2022

      Type:Billing 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 had a billing issue I contacted Adobe support about. After being transferred a man named ******* assisted me. He swiftly became unresponsive, when I started getting email notifications about actions taken on my adobe community profile - actions I had not made. I alerted ******* about this, without response from him. Concerned, I stated I needed my case escalated to a manager. That's when ******* ended our chat. I re-opened the unresolved chat and claim, transferred to ******. ****** was able to assist me with my initial issue, and issued me a 30-day credit to my account where billing wouldn't resume until December 4th, at which point my annual plan would continue, ending at the end of February and going onto a month-to-month plan starting in March 2023. I could see this confirmed in the authorized actions she made on my account. I received a confirmation email of this information as well. I inquired about my concerns about a data or security breech, and she instructed me to call customer support later. Before I had that opportunity hours later, I received email notifications from Adobe letting me know that my case had closed and been resolved by cancelling my plan. I never requested my plan to be closed, nor authorized that change. I immediately called support where they confirmed ******* had just closed my account. They then tried to sell me a new plan, which I disagreed with and demanded they revert to what had been agreed to. They stated they were unable to do this. I was hung up on. I called back and got a supervisor who stated the same, but then was able to credit my account 2 additional months while starting a new month to month plan at the rate I was getting charged for the annual plan. I was told it would take 24-48 hours to complete. We are still in the 48-hour timeframe, but my request to connect with the data protection team has not been met, and I've yet to receive confirmation about the month to month plan. I have copies of my transcript with *******.

      Business Response

      Date: 12/07/2022

      Business Response /* (1000, 5, 2022/11/22) */
      Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.

      Adobe Case:***************************
      Consumer Response /* (3000, 7, 2022/11/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      While I am back on a plan at the rate I was paying, it is another annual commitment through November 2023. I should have been off the annual commitment as of March 2023. They can't rectify this. I have heard from an Adobe executive who is trying to mitigate things and understand how/why my account had, from how it appears to me, a data breach. They have given me a couple months service for the hardships. But to be honest, this has happened before and each time I end up in another annual commitment.


      Consumer Response /* (2000, 11, 2022/12/05) */
      This was resolved with **************, Executive Escalation, this morning.
      My account was restored, again.
      Hopefully this will resolve the whole matter permanently, but I will reach back out to Aun if another unexpected change occurs.

    • Initial Complaint

      Date:11/02/2022

      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 have corresponded with Adobe on the phone and via their chat support over 3 times in the last few months to try and cancel my membership. Each time I try to cancel, there is a rigorous negotiation and instead of allowing the user to cancel their account, they offer 2 months at no charge. On October 25, 2022 I explained to the Adobe Support that I am not able to use their products and if they could please cancel my account. That correlates with Case Number: ***************** and despite me explaining I won't be using Adobe products anymore, they would not let me cancel. There was either a penalty price, which customers are very unhappy about (this is will documented all over ******************* or I had to accept 2 months at no charge.

      Adobe - can you please cancel my account under the email ********************* and not charge me for anything at all?

      Thank you very much!

      Business Response

      Date: 12/07/2022

      Business Response /* (1000, 5, 2022/11/22) */
      Apologies for the poor experience. We understand that the support experience was less than adequate.

      Our records indicates that there were 2 memberships purchased ********************************* on 25th September 2022. We have terminated both plans with immediate effects and processed a refund of USD 31.27 which will processed within next 5-7 business days.

      Case# ****************************

    • Initial Complaint

      Date:10/31/2022

      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.
      My business, which closed a year ago (11/30/21) used Adobe Acrobat. When I was billed last Spring for the subscription, I called Adobe to cancel by subscription. They recognized our account, and that I was the business owner. However, the account had been opened by an employee (that I have lost contact with). Because I didn't know her Social Security number they refused to cancel the subscription. When I called the credit card company to stop the payment, they agreed; however Adobe must have twisted their arm, and they reinstated the charge on September 22.

      Business Response

      Date: 12/01/2022

      Business Response /* (1000, 5, 2022/11/16) */
      Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.

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

    • Initial Complaint

      Date:10/30/2022

      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 did a free trial and called to cancel in January. For some reason, no case number was generated on the account and the account was not cancelled. Please issue a refund to the product from January ->October and cancel my account.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/11/10) */
      Apologies for the poor experience. We found that the customer subscribed to a 7-day trial for Acrobat ****** on 29 Jan 2022. Post 7 days trial, there is a grace of 14 days where customer can cancel and get their money back. We understand that the customer contacted support to cancel the subscription without any fee and with the refund for all the months hence, on the same day, the supervisor has terminated the plan and initiated the refund for all the transactions as a goodwill gesture. The credit of $134.91 ($14.99*9 months) is already credited to the same payment method.

      Adobe Case: *****************
      ********


      Consumer Response /* (2000, 7, 2022/11/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/28/2022

      Type:Billing 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.
      In July of 2022, I signed up for a free trial of adobe**** to make posters for a school I work at. The process didn't allow me to make the posters the way I needed and I spent the next 2 weeks trying to figure out another method to make them. When I went to go cancel they sent a pending cancellation fee to my bank. I hadn't even finished canceling yet. So I stopped that process and kept the subscription. When I had the time I went to try to find another way to cancel or adjust to a more affordable plan at least. I tried to figure out if that would start a new one year monthly plan. It wasn't clearly stating that a new 1 year subscription would start if you switch your plan, but since I already had experienced the deceptive way this worked. I went to customer support. They confirmed it does start a new 1 year plan with monthly payments and asked me if I wanted to pay upfront instead. When clicking the button saying I can't afford this, they offer a solution of looking for a cheaper plan. It is misleading, I feel like most would believe their annual date would stay the same and it wouldn't start a new subscription plan. It's a predatory business model they are using.

      Business Response

      Date: 11/28/2022

      Business Response /* (1000, 5, 2022/11/14) */
      Apologies for the poor experience. We will directly reach out to the customer to assist.

      Adobe Case: *****************
      ******


      Consumer Response /* (2000, 7, 2022/11/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you. I will accept the offer of termination of my membership with the cancellation fees waived and the reimbursement of payments made.

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

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