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

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

• 

  Adobe Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  Adobe Systems Inc

  601 Townsend St San Francisco, CA 94103-4907

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:05/06/2025

  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've been waiting for my refund to the card ending in 9616 (as requested) since April 24, 2025. It's been 10 business days, and as per my bank, there's no floating transaction for that. I tried to contact Adobe chat support several times, but they kept on ending the chat. Case #: CRM:00061012700622

  Business Response

  Date: 05/16/2025

  Hi Team,

  Our records indiciate that the refund has already been processed to the customer's card assciated with the account. We advise the customer to reach out to bank for credit confirmation.

  Case# ADB-39970079-H7B0
  (NIKHSHAR)

• Initial Complaint

  Date:05/06/2025

  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 purchased a product. It was terrible. I asked to be refunded within the allotted time to do so. I was told the refund was forthcoming. The refund never came. "Customer Support" just told me that the previous agent never filed the refund in their system. I'm not being told it will be another "5-7 business days". I've heard that before. I'm getting the run around from Adobe. What they are doing is stealing from me.

  Business Response

  Date: 05/15/2025

  Apologies for the poor experience. We found that the first ******* cancelled the plan but failed to process the refund, for which strict feedback has been shared. The refund was issued on May 5th, 2025. 
  
  Adobe Case: ADB-********-K0X4
  LASHARMA

• Initial Complaint

  Date:05/06/2025

  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.

  We purchased a copy of Adobe Acrobat XI Pro in 2014. The program ran properly until it had to be installed on a new PC running Windows 11. After installing the program on the new PC, an alert popped up indicting that too many instances of the program were installed and that one copy had to be uninstalled within 30 days. Two copies of the program were permitted to be installed with the caveat that only one instance being used at a time. Regardless, we uninstalled Acrobat from the original PC just to make the installation easy. That did not resolve the popup problem. After contacting Adobe about the matter, we were advised to download a copy of a cc cleaner program that allegedly would clear the new PC of all remnants of Acrobat. The cleaner did not resolve the problem. We have now exhausted the thirty-day trial period "allowed" with the installation on the new PC - despite having entered the serial number issued of the original purchase on Wednesday, February 05, 2014 @ 9:38 PM. Although Adobe has moved to a subscription model of sales after 2024, it is supposed to honor legacy purchases. As of today, Adobe clearly is not honoring our contract; Acrobat will not run on the new PC. There are numerous notices on the Adobe website pages indicating that there are existing issues with its user database. While that may be true, there seems to be enough of a functional database to deny registration with a viable program serial number (program key).

  Business Response

  Date: 05/16/2025

  Hi Team,

  We have moved to subscription-based module and Acrobat 2014 is end of life product. Hence, we advise to move to the subscription based plans and we can offer a credit of 1 month as compensation to the customer.

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

• Initial Complaint

  Date:05/06/2025

  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.

  Adobe offered 12 month subscriptions to All Apps in exchange for review/visibility/promotion.Once I received an early cancellation notice, after a month, I contacted Adobe ************** was investigated while I was on the phone and at that point I was told it was supposed to be a 12 month subscription. I was put on hold for an extended period of time while it was confirmed during that call. I sent in screenshots of the offer terms and it was confirmed while I was on the phone.I was told that a new code would be generated, then was told to cancel my service. Now being told, after canceling, a new code will not be honored for the 12 months after Adobe acknowledged it was Adobe's error.Furthermore, reviewing the product is a job. The service was provided in exchange for a 12 month subscription. Screenshots were provided of that offer.I see a number of complaints have been filed against Adobe for all kinds of billing violations and practices. I really do not want to go that route, but I also cannot accept having my work essentially stolen from me.

  Business Response

  Date: 05/15/2025

  Apologies for the poor experience. We investigated and found that the code that the customer mentioned was valid for 3 months, not 12 and this offer originated from a third-party vendor. We recommend that the customer reach out to the vendor for clarification on the promotion terms. Were unable to honour the 12-month term claimed, as it was not part of an Adobe-issued offer. To assist, **** offered a replacement 3-month code(shared via email). Once the customer activates this, ********************** is willing to extend the subscription by an additional 3 months as a gesture of goodwill, bringing the total to 6 months of access.
  
  Adobe Case: ADB-********-T8H9
  LASHARMA

• Initial Complaint

  Date:05/06/2025

  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.

  Formal Complaint Unresolved Refund Issue with Adobe K-12 Licenses Dear ************************ am writing to file a formal complaint regarding an unresolved issue with Adobe Systems related to a canceled subscription for 500 K-12 educational licenses purchased for our school.Several months after the purchase, the subscription was canceled without proper notice. We reached out to Adobe multiple times to request a refund, and although there was initial communication from their team, all responses have now stopped. Despite our efforts to resolve the issue directly, Adobe has refused to refund the payment.We consider this situation unacceptable, especially since the service was not fully delivered. We are requesting your support in helping us recover the full amount paid. Please find the invoice attached for reference.Thank you for your attention to this matter. We hope for a fair resolution through your ***************** regards,[****** T. ******][avignonai school]*************************************]

  Business Response

  Date: 05/16/2025

  Hi Team,

  We will reach out to the customer.
  
  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:05/02/2025

  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.

  Adobe continues to bill my ************************* Credit card, even after our one year agreement ended on June 2024. I have closed, and deleted my account information from my Adobe account. And ********************** continues to bill me. I have involved ******************** Credit card department. They have given me back (10) $19.99 charges may by Adobe and Adobe *** .to my ************************ card. They Golden1 had to canceled of my 6 credit cards because of Adobe, and replace them with new ones. This was an attempt to keep Adobe from billing me again for nothing. In March 2025 Golden1 said Adobe maybe using its connection with **** to get my new credit card information each time they send me a new credit card. I have been embarrassed on approximately 10 occasions when my credit card was declined because Adobe had billed my credit card taking money I was trying to buy food with. For months I have been let let completely spend of energy dealing with this matter. Please make Adobe refund me for the full 12 months I paid them from June 2023 - June 2024 and have them stop billing my credit card. They have not lived up to their Business Professionalism they promised. They even used different variations of its name adobe, Adobe ***. I'm old and Disable and its hard for me to get around and I have many disabilities that limit my movements and my interactions with people. And after all I have been through Adobe sent me another email date April ******* please read it, It crazy and stupid. See upload document.****** ********

  Business Response

  Date: 05/09/2025

  Hi Team,

  We have processed the cancellation of the membership along with refund which will be processed within the next 5-7 business days.

  Refund# USD 239.88

  Case# ADB-39866583-Y0G7
  (NIKHSHAR)

  Customer Answer

  Date: 05/12/2025

  I thank you for responding, kindly provided my refund in a form of a check.

   

  Business Response

  Date: 05/12/2025

  Hi Team,

  Please note that Adobe does not offer the option to process refunds via cheque. All refunds will be issued to the same card currently linked to the account.

  Case# ADB-39866583-Y0G7
  (NIKHSHAR)

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23278311
  
  I am rejecting this response because: I don't a PDF Document writer. I want my money back. Paid $19.99 for 12 months from June 2023 - June 2024. Then Adobe began to illegally bill six of my credit cards. I don't and can't trust Adobe anymore. Please have them send me a check for the full **************************************************** good customer service and it was not provided that's why I had to get your assistance in this matter. BBB please finish the good service you're providing me by making Adobe refund me full amount they charged me from June 2023 - June 2024. 

   

  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/21/2025

  Hi Team,
  

  We do understand the customer's concern; however, please be informed that Adobe does not offer the option to process refunds via cheque. All refunds will be issued to the same card currently linked to the account.
  

  Case# ADB-39866583-Y0G7
  (NIKHSHAR)

• Initial Complaint

  Date:05/01/2025

  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.

  On 4/22/2025, I called about reverse order of photos exported from Lightroom Classic into Outlook as attachments and after speaking with a person, they stopped talking to me. Called again and after started taking to man he stopped responding so I hung up. Called again and spoke to a man who initially refused to transfer to a manager or supervisor but eventually said he would I understood but then arranged a call back. Usually, there is a problem using their Interactive voice response (IVR) system as it does not necessarily understand English well. I ended calling a total of seven times (I also called on 4/23/2025) according to my records and the issue is still not resolved! A supervisor was supposed to make a call back but they did not. On 4/24/2025, I received an email saying they tried calling as if there was a phone number problem. I responded to the email and gave them my phone number I have had for more than one year. I also reported in my email that I contacted ********* and it was clearly found that the issue was related to Adobe's Lightroom Classic and not ********* Outlook. On 4/25/2025, an Adobe Support person called and left a message but all they said was Hello, Hello, Hello. On 4/25/2025, I received an email saying that my case was closed! The issue is still not resolved as of today, 5/1/2025.

  Business Response

  Date: 05/09/2025

  Hi Team,

  We will reach out to the customer.

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

• Initial Complaint

  Date:04/30/2025

  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.

  Windows license of ********************** pro keeps giving error messages. Phone call to Adobe last week.. *** promised call back from higher team. Have not recd a callback.

  Business Response

  Date: 05/07/2025

  Hi Team,

  We were unable to find the account associated with the email address shared. Kindly provide a case# or correct email address so that we can investigate further.

  (NIKHSHAR)

  Customer Answer

  Date: 05/08/2025

   
  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:04/29/2025

  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 tried the free trial cancelled before it ended and they continued to charge my account. I did this in March.

  Business Response

  Date: 05/08/2025

  Apologies for the poor experience. We will directly contact the customer to help because the email from which the customer has raised the complaint does not have an active subscription with Adobe.
  
  Adobe Case: ADB-********-R9B3
  LASHARMA

• Initial Complaint

  Date:04/29/2025

  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 have Adobe Pro Windows. My computer was rencently in the shop and I used another computer. Once my compter reprais were complete, I deactivated adobe from the temporary computer I was using as instrcucted bt adobe. However, I keep getting a message stating I have to deactivate computer or adobe will not let me proceed and I have about 11 days left per error message to correct this problem.I contacted adobe and spoke with a supervisor who assured me issue would be resolved, escalated a ticke, and stated someone would call ma back. I still have not received a call back. I am not interested in purchasing a subscription and it seems this inability of "deactivation" is a way to get people to have to pay for subscriptions when they already have a license. Please help

  Business Response

  Date: 05/08/2025

  Apologies for the poor experience. Adobe no longer increases product activation counts and issues replacement serial numbers. However, as a last-time exception, we shared the new serial numbers for both of his computers, and the customer's issue is resolved. 
  
  Adobe Case: ADB-********-L6D0
  LASHARMA

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23263042
  
  I am rejecting this response because:  Adobe is mischaracterizing the issue and subject to litigation. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/09/2025

  Apologies for the poor experience. We have resolved the customer's issue and shared the new serial numbers. In the future, there will be no exceptions; customers have to move to a subscription model.
  
  Adobe Case: ADB-********-L6D0
  LASHARMA

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23263042
  
  I am rejecting this response because:  it appears Adobe is arbitrarily revoking perpetual licenses by "creating" activation issues, with the end goal is taking revenue from customers that purchased perpetual licenses.   ********************** claims no "exceptions" will be made goin forward, yet Adobe created the problem that necessitated a so-called exception.  Should Adobe breach its contractual obligations to honor my perpetual license, I will take swift legal action.   Please see links below related to Adobe's business practices.   Please do not feel intimidated by Adobe.  This is a company that generates billions of dollars in revenue and could care less about consumers. 

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

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

  
  ********************************************************************************************************************************************
  
  
  Sincerely,
  
  ***** *******