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:05/21/2025
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.
Timeline of events In 2024 May I purchased an Adobe subscription and got them to discount it from over $600 to close to half off because I thought the price was outrageous In 2025, they send me a renewal notice that they will be renewing my account on May 6th for the same price as last time with the warning price may change They renew my subscription on May 6th for $707 and I let it happen because I know on their refund policies it states If you cancel within 14 days of your initial order, you'll be fully refunded. Its May 19th and I realize I need to get my refund but the website isnt letting me. I contact a live agent and ask about it, they actively disconnect from me, and finally I talk on the phone with an agent who declares that because the fine print says initial order that means I cant get a refund because its referring to when I started the subscription in 2024 and not the renewal of the subscription in 2025. We argue back and forth about the ethics of this and how that is terribly misleading. We settle on giving me close to half of again with 3 months for free. Im paying $385 for a subscription I did not want, I read their rules, but with their initial order interpretation of the rules it means that even if you get charged $700 and one day later you say wait I dont want this, sorry youre out of luck. To me its misleading to the customer to have the refund policy not clarify what initial order means or state 14 days from the first time you activate your subscription and possibly even giving an example so people dont misinterpret it. I think its intentionally misleading so people like myself get reeled into another year of adobe because I WAS UNDER THE IMPRESSION THAT I WOULD GET MY MONEY BACK. But I didnt, Im settling a deal with them on this, but Im reporting this because if theres anything you guys can do, I would rather not have it, and receive all my money back. This is misleading and scummy.
Business Response
Date: 05/26/2025
Apologies for the poor experience. The customer initially subscribed to an ********************** plan in May 2024 at a discounted rate, and the plan was set to auto-renew annually. In May 2025, the subscription was renewed at the standard rate of $707. Adobe did send a renewal reminder in advance, as part of our standard process. Adobe's refund policy clearly states that the 14-day refund window applies to the initial order, not to subscription renewals. This policy is available publicly and is designed to ensure clarity and consistency for all users.
The term initial order refers to the first time a customer subscribes to a product or service, not each renewal thereafter.
An Adobe agent extended 3 additional months of service at no cost as a goodwill gesture. However, the customers request for a full refund falls outside Adobes stated refund policy, which applies only to initial orders, not renewals. We respectfully decline the request for a full refund, as the charges were valid and the goodwill adjustment has already been applied.

Adobe Case: ADB-********-H5D9
LASHARMA
Initial Complaint
Date:05/20/2025
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.
I did a trial of Adobe Acrobat and canceled the trial within the alloted timeframe, and you, Adobe charged my ****** the membership fee anyway, without my authorization. I showed a cancellation email from you, and then you charged me anyway AFTER I cancelled. I went into my ****** and revoked Adobe's ability to charge any more and disputed the charge with ****** which they refunded.. Recently I attempted to use the free trial again, and all features were disabled. So AGAIN, I went in and attempted to cancel. Except this time, I'm being FORCED to provide payment information and you have attempted 3 to 4 times to charge my ****** for something I don't want. I am getting harassing emails about updating my payment information for again, a product I never used, as all the features were disabled..The only reason I refuse to pay you people is that your product is a basic file editor, I do not want to pay a "subscription" on par with *******, Hulu, ******* etc. In the old days Adobe was a great product you could pay ONE TIME, and own the software. Your greed in attempting to extort monthly revenue from people is disgusting. With that being said.CANCEL my "subscription" that I never wanted for Acrobat, for ************************ And STOP contacting me attempting to charge me for somethig I don't want, and never used.I'm only writing this because your stupid billing portal only allows me to pay, not cancel. I should have never been charged for something that was activated with no functions!
Business Response
Date: 05/27/2025
Hi Team,
We have canceled the membership without the cancellation charges with immediate effect. The customer will not get charged for the services anymore.
Case# ADB-40114516-R9Z6
(NIKHSHAR)
Initial Complaint
Date:05/20/2025
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.
1. Purchased Adobe Photoshop from a seller on ****. - Date 10.22.2022 2. This was transferred to my name by talking to Adobe customer service, filling out transfer form and screen share with Adobe, seller and myself. 3. The license was transferred to my name officially. 4. I was able to install and successfully activate it.5. I was using it for a non-profit cause. Due to my computer HDD crash, I was trying to reinstall it on my new Hard Drive. As I was being asked to contact Adobe support, I did that at least 5-6 times (as no one knew what is needed) and today I was told that this software key is expired as it's a pirated software. I have already shared all the official documents with Adobe regarding transfer. I'm being asked to purchase more expensive software which I cannot afford. I do have a conversation record between Adobe/Seller and myself explaining transfer process and case #s which can provide more information if needed. At this time, I am stuck with the purchase and cannot use it although I followed the steps to transfer. I would like to reactivate the software as soon as possible so that I can proceed with the noble cause.
Business Response
Date: 05/26/2025
Apologies for the poor experience. We will directly contact the customer and assist because the email that the customer used to raise the complaint does not have any product or subscription with Adobe.

Adobe Case: ADB-********-B0J3
LASHARMA
Customer Answer
Date: 05/28/2025

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.

Sincerely,

****** *********
Initial Complaint
Date:05/19/2025
Type:Sales and Advertising 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 has charged be for the last year. I have tried duty months to resolve this issue to no avail.Ive been told by several agents that they couldnt find my account yet they charged me each month.Ive spent hours communicating with Adobe and the issue is not resolved. *** had grunge experiences with their customer service. All I want is a refund for all charges and cancel my account.I cannot believe that an industry legend and giant like Adobe, doesnt taste better care of its customers and subjects them to this runaround instead of resolving.Ive owned Adobe software for nearly 30 years. In plan to remain a loyal customer if they can just do whats right and not tread upon the little guy.Cancellation and full refund is expected.
Business Response
Date: 05/27/2025
Hi Team,
We have canceled the membership and processed the refund for the last six months as a goodwill. It will be processed within the next 5-7 business days.
Refund# USD 129.84
Case# ADB-40114312-H7G9
(NIKHSHAR)
Customer Answer
Date: 05/29/2025

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. The refunds were received prior to the response.

Sincerely,

******* ****
Initial Complaint
Date:05/19/2025
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 want to cancel this subscription and Adobe makes it impossible. This is illegal to prevent customers from cancelling. Everytime I try to cancel my subscription, I am told that I will be charged a cancellation fee, this time it's $19.98 for cancelling an annual plan. I originally signed up 5/24/24 for Adobe Illustrator at $24.51/month. I stopped using the service so I tried to cancel in September, where it showed I would be charged a cancellation fee so I could change to a different plan. I changed to the photography plan at $10 a month. Now here we are one year later from when I signed up for the annual plan (5/24/24) and I am being told that I will be charged a cancellation fee of $19.98 if I cancel the $10 photography plan (which says right on the website that they no longer offer!) . Are you telling me that you illegally signed me up for additional year somewhere? I am unable to remove my payment method. I feel scammed by this company.
Business Response
Date: 05/26/2025
Apologies for the poor experience. We found that the customer initially subscribed to an annual plan (paid monthly) for Illustrator on May 24, 2024. In September, when they attempted to cancel the plan online, the system, per the Terms and Conditions, displayed the applicable cancellation fee and offered the option to switch to a different plan. The customer chose to downgrade to the Photography plan on September 24, 2024, which effectively started a new one-year commitment. The original Illustrator plan was cancelled without a fee, as it was replaced by the new plan.
By accepting the new plan's Terms and Conditions, the customer agreed to its terms, including the early cancellation fee. However, we understand that the customer may have missed or misunderstood these terms.
As a gesture of goodwill, we have terminated the current plan without any cancellation fee and have processed a refund for the last six charges. A credit of $63.90 will be issued to the original payment method within 57 business days.

Adobe Case: ADB-********-Q0L3
LASHARMA
Initial Complaint
Date:05/19/2025
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.
Somehow I was signed up with a subscription for Adobe. I have been trying to cancel it, but their system will not allow you to, unless you update your billing information. I refuse to update the information because I don't want the service. It has been billing me $6.99 to my ****** Credit account. They are bagering me to update my billing information by email and text, and they will not let me cancel. They were a string of people in the support area of their website with the same problem. Their chatbot is not a human and you can't get anywhere with them. They should have a failing rating for this in my opinion. See the attempt attached to contact them by chat. I want to cancel this subscription and not be contacted anymore by them to update my billing information. They can refund me too since it was so difficult to reach them.
Business Response
Date: 05/27/2025
Hi Tea,
We have canceled the membership with immediate effect. The customer will not get charged for the services anymore.
Case# ADB-40113875-C9B6
(NIKHSHAR)
Initial Complaint
Date:05/16/2025
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.
Final Notice: Demand for Immediate $3,300 Refund of Cancelled Adobe K12 Licenses ********************** Incorporated Attn: Dispute ********************* **************************************************************************************************** March 4, 2025 VIA CERTIFIED ************ Dear Adobe Legal Department:Re: Formal Demand for Refund - Order #[Insert Order Number]I write regarding the unresolved refund of $3,300 for 500 Adobe K12 licenses purchased on September 4, 2024 (Transaction ID: [insert]) and properly cancelled on February 6, 2025 per your cancellation policy. Despite repeated assurances from Account Manager ******* ******, we have not received our refund, now 27 days overdue.Documentation Highlights: Purchase Confirmation: September 4, 2024 Cancellation Submission: February 6, 2025 (timestamp: 21:40 EST) Adobe Representative: ******* ****** Refund Amount Due: $3,300 USD Account manager email: *********************************** This constitutes a violation of:Adobe's published Refund Policy California Consumer Protection Laws (CCPA)************************ regulations Demand Requirements:Immediate wire transfer of $3,300 Written confirmation by March 11, 2025 ***************** contact within 24 hours Failure to comply will result in:? FTC Complaint ? California Attorney General Complaint ? Credit Card Chargeback Initiation ? Civil Action in Santa ***** Superior Court This is our final pre-litigation notice. All communications should be directed to our legal representative:
Business Response
Date: 05/23/2025
Apologies for the poor experience. The fraud team cancelled this account due to contract ineligibility and abuse of terms. If the customer has any further queries, they need to contact the team directly via email at **************************************** and they will assist them. However, the customer has already been advised of this through previous emails.

Adobe Case: ADB-********-C5R4
LASHARMA

Customer Answer
Date: 05/24/2025
??????
: ********

???? ??? ???? ??????? ???????:

?? ???? ????????

??? ?. ???????
Hello Adobe team, the complaint was cancelled without my permission. We should have been notified. The problem has not been resolved yet. We are still requesting a refund without any response or assistance. We contacted the notifications team a month ago and we have not received a response yet. You are the back-end support team responsible for this, so we ask you to start the refund process. We need urgent help. We are very upset and we ask for help in the refund process. How long will we continue to communicate to request our money?
We are not satisfied with the experience. It is a very bad experience.

Business Response
Date: 05/28/2025
Apologies for the poor experience. As previously communicated, Adobes Fraud Prevention Team cancelled the account due to a violation of our Terms of Use, specifically related to contract ineligibility and abuse of terms. As a result, a refund is not applicable in this case.
Please note that these decisions are made after a thorough investigation by our specialised team. For privacy and security reasons, our support teams are not authorised to override or disclose further details regarding these actions.
If the customer have any further questions or clarifications, he can contact the relevant team directly at **************************************** They are the only team equipped to assist in such matters.

Adobe Case: ADB-********-C5R4
LASHARMA
Customer Answer
Date: 06/08/2025

Complaint: 23337429

I am rejecting this response because:

Sincerely,

**** M. ********
Dear Adobe Support Team,

I am writing to follow up on the refund process for my subscription. I was previously informed that my refund would be processed and should arrive within 7 to 10 days. However, I am now being told that no refund has been processed. This is a clear contradiction and a form of miscommunication.

Additionally, we have been in contact with the Notifications Team over the past month, and despite receiving a response, we have been waiting for over two months without any further updates or assistance. This prolonged delay is unacceptable, and I request that this issue be resolved as soon as possible.

I would like to remind you that, according to the financial policies of the **************, a refund must be issued when a subscription is canceled, regardless of the reason.

Please either resolve the issue immediately or initiate the refund process without further delay.

Thank you for your attention to this matter.

Business Response
Date: 06/10/2025
Apologies for the poor experience. As previously communicated, Adobes Fraud Prevention Team cancelled the account due to a violation of our Terms of Use, specifically related to contract ineligibility and abuse of terms. As a result, a refund is not applicable in this case.
Please note that these decisions are made after a thorough investigation by our specialised team.
The customer can contact the relevant team directly at *****************************************************************. They are the only team equipped to assist in such matters.

Adobe Case: ADB-********-C5R4
LASHARMA
Customer Answer
Date: 06/16/2025

Complaint: 23337429

I am rejecting this response because:

Sincerely,

**** M. ********
We have been assured that the money has been refunded and now you are lying and telling us that the money has been refunded. How can we get a refund? This process is against the policies of the United States and the United Kingdom. Request an immediate refund. We have been assured that the refund has been received and all evidence of this has been sent, but the notification team has not responded to us for 70 days. This is annoying. You can contact the notification team and get a refund. Please contact the notification team immediately and inform them to start the refund process.
Initial Complaint
Date:05/15/2025
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.
Dear Better Business Bureau,I am writing to formally file a complaint against Adobe **** regarding their cancellation policies and their refusal to resolve the issue despite my attempts to address it directly with the company.I have made multiple efforts to cancel my Adobe account as I no longer use the service. Despite following the necessary procedures to close my account, ********************** has refused to process the cancellation without requiring me to pay the most recent charge. This requirement is both unreasonable and financially burdensome given my current hardships. I do not have the means to make this payment, and the companys predatory practices are preventing me from closing my account for a service I do not ****** is concerning that Adobe continues to place financial demands on customers attempting to cancel, effectively holding their accounts hostage. I believe that this practice is unfair and unethical. I have attempted to work with Adobe to resolve this matter, but the company has been unresponsive to my requests for a resolution.I am requesting the Better Business Bureau to assist in mediating this situation to ensure that my account can be closed without any further financial burden. Should Adobe continue to impose these unreasonable requirements, I will be compelled to escalate the matter further.Thank you for your assistance. I appreciate your attention to this issue and look forward to a resolution.
Business Response
Date: 05/19/2025
Hi Team,
We have canceled the membership and the customer will not get charge for the services anymore.
Case# ADB-39997230-W5K6
(NIKHSHAR)
Customer Answer
Date: 05/19/2025

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.

Sincerely,

***** ******* ******
Initial Complaint
Date:05/15/2025
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 own both software packages Creative Suite 5.5 Design Standard and Creative Suite 5.5 Production Premium with perpetual licenses. It appears that ********************** has shutdown authorization servers for this older software with no solution for those with a legitimate purchase and license. I am unable to re-activate my software and there is no way to directly contact Adobe support. I am only able to access automated chat which does not solve the problem and tells me I need to have a currently paid service to get any real support.
Business Response
Date: 05/22/2025
Apologies for the poor experience. We will directly contact the customer and assist because the email that the customer used to raise the complaint does not have any product or subscription with Adobe. Adobe discontinued support for Creative Suite 5.5 and similar legacy products. As of April, we no longer increase activation counts or issue replacement serial numbers for end-of-life software. If the customer still has access to a previously activated device, they may continue using the software. However, if theyve exceeded activations and cannot deactivate from old devices, ********************** can no longer assist with activation resets.

Adobe Case: ADB-********-Z6Z5
LASHARMA
Initial Complaint
Date:05/14/2025
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 for Adobe *************** and paid a monthly fee. I used the basic service 1 or 2 times. So I decided to cancel - not realizing there is a Cancellation Fee - which was Never made clear when I signed up. I ******* this issue and read there is a ********* investigation for this very issue. I have always though Adobe was a very reputable business - No More.
Business Response
Date: 05/19/2025
Hi Team,
We have canceled the membership without the cancellation charges. The cancellation charge attempt will also be revoked within the next ***** hours from our end.
Case# ADB-39997060-B2F4
(NIKHSHAR)
Customer Answer
Date: 05/19/2025

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.

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

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

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