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

917 total complaints in the last 3 years.
344 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:04/03/2025
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.
I am writing to formally lodge a complaint regarding two unauthorized and fraudulent transactions that were made on March 4th, 2025 from my ********* account by **********************. The details of these transactions are as follows:Transaction ID: ************ Amount: $19.99 Transaction ID: ************ Amount: $22.99 Both transactions were processed on the same day at Adobe, terminal location **********, **, with Terminal ID: ********** did not authorize these charges, nor have I subscribed to any Adobe services that would justify these deductions. As such, I am requesting an immediate refund of the total amount and a full closure of any Adobe accounts linked to my name or financial information.I have already disputed these transactions with my bank, but they have refused to issue a refund. I hold Adobe accountable for these fraudulent charges and expect a resolution at the earliest possible time.Please confirm receipt of this complaint and provide a timeline for the refund and account closure. If this matter is not resolved promptly, I will be left with no choice but to escalate my complaint to consumer protection agencies and take further legal action if necessary.I appreciate your immediate attention to this urgent matter. You may contact me at ************************* you require any further information.Sincerely,***** V. *******
Business Response
Date: 04/12/2025
Apologies for the poor experience. We found that the customer subscribed to Acrobat Pro for $19.99 and Photoshop for $22.99 on 02/21/2025 and cancelled on 03/19/2025. The customer never contacted support when the initial payment failed on 03/03/2025, and the system reattempted the payment for both plans. However, we have initiated a refund as a goodwill gesture. The credit of $42.98 will be processed within 5-7 business days using the same payment method.

Adobe Case: ADB-********-S0V8
LASHARMA
Initial Complaint
Date:04/03/2025
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.
Adobe iPhone App charges you ANNUAL fee of $69.99 without sending any reminding that the three day trial period is ending.
Business Response
Date: 04/12/2025
Apologies for the poor experience. We found that the customer started a ***** trial for Acrobat Premium on March 25, 2025, through the Apple Store. Customers are given a ****** ***** period after the trial ends, during which they can cancel the subscription and request a refund.
Since the purchase was made via the Apple Store, we kindly recommend reaching out to Apple Support directly at ************************************** for assistance. ***** handles all billing, cancellations, and refunds for purchases made through their platform, as the payment details are not shared with Adobe. Unfortunately, this means Adobe is unable to issue a refund for transactions made through ******

Adobe Case: ADB-********-T2B3
LASHARMA
Initial Complaint
Date:04/02/2025
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.
Signed up for Adobes free 30 day trial back in Jan 2025 for the Stock photos at $29.99/Month after browsing for about 20 minutes I immediately decided that this wasn't something I was interested in. I was charged $32.28 on 3/7/2025 which I actually hadn't realized at the time, however, they tried to charge me $32.28 again on 4/2/2025. I immediately reached out to Adobe's customer service through the chat feature and told the ***resentative that I would like to cancel my plan before the ***** charge tries to pull from my account again and I also explained my situation and requested a refund for the March charge, the *** continously ignored my request's and treid to upsell my on "60 credits" for the next 2 months and how great the plan and all its features were... again refusing to cancel my plan like i had asked. I even told him that i don't even care about the march charge as long as my plan is cancelled. The *** then told me that they woud be charging me 50% of the plans price as a cancellation fee, even though I was technically on a "monthly" plan and when I tried to argue that point and tell them i need the plan cancelled, they continued back to trying to sell me on the plans features and the 60 credits. My Situation is still unresolved and I want the plan cancelled, the refund from march and any other charges this company is going to try and take from me in the future.
Business Response
Date: 04/12/2025
Apologies for the poor experience. We found that the customer subscribed to a ****** trial for ********************** Stock 10 assets a month on 30 Jan 2025. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. We understand that the customer could not cancel within the trial period and contacted support to cancel & they shared the terms and conditions of his plan, which includes the cancellation fee; however, they cancelled his plan without any fee. As a goodwill gesture, we have issued the refund, and the credit of $64.56 will be processed within 5-7 business days using the same payment method.

Adobe Case: ADB-********-P5J5
LASHARMA
Initial Complaint
Date:04/02/2025
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.

Complaint: 23149098

I am rejecting this response because it is a perpetual license. Perpetual means that it has ongoing right to use. IMO, it is an unethical Adobe business practice to force previous buyers of a perpetual license to say that they are forced to purchase an ongoing subscription license that supports the ************************ ongoing cash flow. Their response is *** a breach of contract, a breach of a perpetual license and I'd avoid buying another ********************** product because of that.

Sincerely,

****** ***** **f date on Windows 7 and I can't even log into their website/my account now.Thank you.
Business Response
Date: 04/11/2025
Hi Team,
The products associated with the account are end of life. We advise an upgrade to creative cloud services as subscription based applications.
Case# ADB-39469126-C0Y3
(NIKHSHAR)
Customer Answer
Date: 04/25/2025

Complaint: 23149098

I am rejecting this response because that's breach of contract to a perpetual license. When the SAME PC fails and the operating system needs to have a clean reinstall on the EXISTING PC, the application software with a perpetual license should
be activated upon the reinstall. That context has nothing to do with Adobe not supporting it anymore, it's their same application software having to be reinstalled upon my existing operating system, the same environment when the perpetual license was bought. It turns out, with **********************'s verification, that they disabled their reactivation portal which left all owner's of perpetual licenses without any provision for a reinstall. ***, it's a legal breach of contract, and I won't buy another Adobe product when other perpetual applications I bought were successfully reinstalled without any problem, no problem whatsoever. Adobe stands alone amongst the software companies in this regard.

Sincerely,

****** ***** Sr
Business Response
Date: 04/24/2025
Hi Team,
We do understand the customer's concern; however, as per **********************'s policies, end of life products are no longer supported. Hence, it is advisable and beneficial for the customer to move to subscription based plan. As goodwill we will provide a credit of 1 free month on the new purchase which the customer can claim by contacting support after placing an order.
Case# ADB-39469126-C0Y3
(NIKHSHAR)
Business Response
Date: 05/05/2025
Hi Team,
We will issue new serial keys to the customer as one-time exception through email.
Case# ADB-39469126-C0Y3
(NIKHSHAR)
Initial Complaint
Date:04/01/2025
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 am writing regarding complaint ID ******** which was closed due to no response by the consumer. Adobe contacted me and attempted to work to resolve the issue. After spending several hours on the phone with tech support, I was told Adobe would be providing additional assistance including issuing me a serial number for ********************** Acrobat Professional 2020. The business has not reached back out to me and, therefore, I would ask that this complaint be reopened and this message be forwarded to Adobe.
Business Response
Date: 04/11/2025
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Business Response
Date: 05/05/2025
Hi Team,
We have issued a new serial key to the customer and the installation is waited till 7th May as confirmed by the customer.
Case# *****************
(NIKHSHAR)
Customer Answer
Date: 05/13/2025

Complaint: 23145061

I am rejecting this response because: the installation of Adobe Acrobat Pro 2020 was unsuccessful, and the issue with the original software product, Adobe Acrobat XI Pro, still does not allow the software to be activated.

Sincerely,

**** ******
Business Response
Date: 05/19/2025
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Initial Complaint
Date:03/31/2025
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 subscribed to an ADOBE Free Trial for Lightroom.I received an email at the start of the free trial. Letting me know that the free trial would end on August 28, 2024. Unfortunately I did not get a warning email a day or two before the charging cycle would begin. I see many companies doing that to avoid forgotten Free Trials. This was not the case with adobe. I realized today, that I have been paying this service for 7 months. I ONLY used only on the day I selected to try the free trial. I tried to cancel and was informed that I had to pay a CANCELATION FEE of almost $20.00. I was able to get that waved, but I would like to have the full payments waived as I never used the service, and not sending a reminder of the end of the free trial is very sneaky business.
Business Response
Date: 04/10/2025
Hi Team,
We have processed the cancellation with immediate effect. The customer will not be able to use the services. Also, as an exception a refund for the last 6 months has been processed which will be credited within the next 5-7 business days.
Refund# USD 59.94
Case# ADB-39452810-M5R8
(NIKHSHAR)
Initial Complaint
Date:03/31/2025
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.

Complaint: 23137534

I am rejecting this response because:
Regardless of the licensing strategy Adobe has adopted, I OWN A KEY that no longer works because they have disabled it.
Following thier instructiins the Cipy on my previous laptop was deactivated and I can still not activate the same key on my new machine. This amounts to extortion in that my license specifically allows the use on any single machine, and it obvioulsy is not working.

im not asking for support. I am nit aski g for an upgrade. I AM asking they update their Key database to unfreeze my key. Which will work forever as long as they dont mess with it again.

Sincerely,

***** ********
Business Response
Date: 04/10/2025
Hi Team,
We have moved to subscription based model, hence, providing a new serial key is not advised. We can provide a credit of 1 free month if the customer wishes to move the *******************************************.
Case# ADB-39452910-H7S5
(NIKHSHAR)
Customer Answer
Date: 05/02/2025

Complaint: 23137534

I am rejecting this response because:

Greetings;
As of this writing I have received no response or contact from Adobe. As previously described, the only acceptable solutions are the unlocking of my Acrobat 10 License, or any subsequent release license that works and does not require a subscription.
As I can demonstrate, I followed their initial instructions and rebooted my old laptop, and deactivated the license key on that machine. I can still not activate the license on my new machine.
Considering this has never been an issue over the past several laptops- at least 2 likely 3 at least- it is a new development on their part alone.

Thank you for your assistance.

Sincerely,

***** ********
Business Response
Date: 04/24/2025
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)
Customer Answer
Date: 05/12/2025

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.
Vendor has supplied a working Key for the release I currently own. Thank you for your assistance in resolving this issue.

Sincerely,

***** ********
Business Response
Date: 05/05/2025
Hi Team,
We have contacted the customer to get the old serial key so that we can replace it with a new one.
Case# ADB-39452910-H7S5
(NIKHSHAR)
Initial Complaint
Date:03/31/2025
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.
On February 28th I ordered Adobe's Lightroom/Photoshop package on their website. It came with Adobe's Creative Cloud app. You can NOT open Photoshop OR Lightroom without opening Creative Cloud. I didn't know that. I agreed to pay $19.99 per month for this service. I was able to easily download Photoshop and Lightroom, but have NOT been able to download Creative Cloud after over 3 weeks! I've spent as much as 8-10 hours straight attempting to download it without success! I've contacted their support people THREE TIMES but not gotten any help. On one chat with a support agent I allowed the agent to get access to my laptop to try and fix the issue. He spent almost an hour in my computer then finally tells me "It's your machine, we can't get Creative Cloud to install. My laptop has ********* Windows 10, probably the most used operating system on earth! I spent 7 days a week, morning and night, trying to install the Creative Cloud but it would never install, which meant I was never able to use Photoshop OR Lightroom! On March 15th I tried to cancel my subscription but was told I was ONE DAY LATE to cancel without a penalty, so I would have to pay $110 for early cancellation because I "signed a contract". This is NOT fair to consumers to be penalized when they try to cancel something that they never could install or use! I paid for a service that I never did receive! I want to cancel my "contract" that Adobe is charging me $19.99 per month for WITHOUT paying anything further! I've never been able to install, download or use what I paid for! Can you PLEASE let me know how I can get out of this "contract" for a service I could never use? I refuse to pay Adobe, and have since got a new debit card to stop them from billing me for the service/product I was charged for but NOT allowed to use after almost 3 weeks. I've contacted their support 3 times, so they have records of my chat sessions if you ask them.
Business Response
Date: 04/09/2025
Apologies for the poor experience. The customer subscribed to the ******************************************* Photography plan with 1TB of storage but faced installation issues due to insufficient OS and system storage. Despite this, the technical consultant proceeded with the installation. The customer was unable to use the subscription and requested a cancellation. The consultant cancelled the annual plan without any fees. As a goodwill gesture, we have terminated the plan and initiated a refund. A credit of $22.05 will be processed within 5-7 business days using the original payment method.

Adobe Case: ADB-********-T9G3
LASHARMA
Initial Complaint
Date:03/28/2025
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.
******
Business Response
Date: 04/09/2025
Apologies for the poor experience. We discovered that the customer initiated a ***** trial for the ******************************************* Photography plan with 1TB on March 4, 2025. Customers have a ****** ***** period after the trial ends, during which they can cancel their plan and receive a refund. However, we did not find any cancellation confirmation email sent to the customer or any interaction with an ********************** representative, except on March 29, 2025. It's possible the customer used a different email to purchase a free trial, which they may have cancelled. When the customer contacted us on March 29, support cancelled their annual plan without a fee and issued a refund of CAD 29.37.

Adobe Case: ADB-********-L0N8
LASHARMA
Initial Complaint
Date:03/27/2025
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.
I was charged $74.19 by Adobe.i did not sign up for anything. The charge was on 3/27/25. I was a refund
Business Response
Date: 04/04/2025
Apologies for the poor experience. The customer purchased a ***** trial of an Acrobat Premium subscription via Android on March 20, 2025. There is a 14-day ***** period after the trial ends, during which customers can cancel and receive a full refund. Since the customer was unable to cancel within the trial period, the subscription was converted to an annual plan, and a cancellation fee was applied when he later cancelled. While the refund request should have been directed to Android support, we processed a refund as a goodwill gesture on March 27, 2025. The $74.19 credit will be issued within 5-7 business days to the original payment method.

Adobe Case: ADB-********-V5Z8
LASHARMA

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

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

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

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