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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Adobe Systems, Inc.

  345 Park Ave San Jose, CA 95110-2704

• 

  Adobe Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

• 

  Adobe Systems Inc

  41700 Vaquero Ct Fremont, CA 94539-3914

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:04/28/2025

  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.

  In January 2025, I received a call from an Adobe representative offering me what sounded like an incredible deal: 25 licenses for a monthly price lower than what I was paying for two licenses (approximately $47/month). I questioned the offer repeatedly, asking the representative to confirm that my monthly payment would indeed be less. I was assured it would be, and I agreed.However, when billing began, I was charged over $500 per montha completely different and misleading arrangement. Initially, I believed it might be a one-time annual billing, but the following months charge confirmed it was a monthly scam.I immediately contacted Adobe. Rather than take responsibility, Adobe blamed me for misunderstanding and insisted the charges were correct, despite their representative's blatant misrepresentation. I demanded cancellation and a full refund. Although Adobe agreed to both, it has now been over a month, and no refund has been issued.Adobes practices here are deceptive, unethical, and should concern CEO ******** ******* and the companys C-level executives. I insist that this complaint be escalated to them. This behavior is unacceptable from a company of Adobes stature. I expect full accountability and immediate reimbursement.

  Business Response

  Date: 05/07/2025

  Hi Team,

  This issue is already taken care of under Case: ADB-39750662-M6S3, where we have cancelled 20 Acrobat licenses with a refund for the last four months.

  (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:04/28/2025

  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 filing this complaint against Adobe Systems for unauthorized and unethical billing practices. Adobe charged me for a subscription renewal that I did not authorize or intend to renew. I was not adequately notified of the upcoming renewal nor did I knowingly agree to continue the subscription.Upon discovering the charge, I contacted Adobe immediately to request a cancellation and a refund. To my shock, I was informed that I would be required to pay a $120 "early cancellation" fee in order to terminate a service that I neither wanted nor agreed to extend. This fee is completely unjustified, especially considering I took swift action as soon as I noticed the charge.I demand the following:A full refund of all charges associated with this unauthorized renewal.Immediate cancellation of my subscription without any penalty or cancellation fee.If Adobe does not resolve this matter promptly and fairly, I will not hesitate to escalate this issue through legal channels, including but not limited to, filing formal complaints with consumer protection agencies, pursuing a chargeback through my financial institution, and considering small claims court action.I expect this matter to be addressed immediately.

  Business Response

  Date: 05/07/2025

  Hi Team,

  We have canceled the membership without the cancellation charges. We have also processed the refund as an exception which will be processed within the next 5-7 business days.

  Refund# USD 70.77

  Case# ADB-39833449-Q6V5
  (NIKHSHAR)

• Initial Complaint

  Date:04/28/2025

  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.

  I cancelled my Adobe free trial before they could charge me and even though I cancelled it, they are still attempting to charge my card and thankfully I dont have any money in there for them to take. Im also a poverty stricken college student so whatever money I get its from hard work and my scholarships. I dont want them to keep attempting to take anything out of my account or I will just close that bank account but Im willing to work with the company first before I do that. Thank you for hearing my complaint

  Business Response

  Date: 05/06/2025

  Apologies for the poor experience. The customer signed up for a ***** free trial of Photoshop, which was not cancelled within the trial period. As a result, the trial automatically converted into a paid plan. Although the system attempted to process the $23.96 charge, the payment was unsuccessful due to insufficient funds, so no billing occurred, and no refund is applicable. The account has now been terminated, and there will be no further charge attempts associated with this email or order.
  
  Adobe Case: ADB-********-T4H1
  LASHARMA

  Customer Answer

  Date: 05/07/2025

   
  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,
  
  ****** ***** Face

• Initial Complaint

  Date:04/25/2025

  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 need adobe to cancel my account to an email i no longer have access too ************************* which is processed through ****** (see attached screenshot). The company makes it almost impossible to navigate canceling their services and it is an abysmal process.

  Business Response

  Date: 05/03/2025

  Apologies for the poor experience. If the customer does not have access to the email address under which they purchased the subscription and cannot cancel it online, they can contact Adobe support to cancel it. However, we have terminated the ****** subscription under the given email address with the current month's refund as a gesture of goodwill. The refund of $4.99 will be credited within 5-7 business days to the payment method registered with Adobe.
  
  Adobe Case: ADB-********-Y7W5
  LASHARMA

• Initial Complaint

  Date:04/24/2025

  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.

  I purchased ********** 2019 for $440.10 in late 2018 as a advertised perpetual version. Adobe has since switched to a rental version but assured buyers that the perpetual version would continue to work but not be upgraded. I have upgraded computers or computer parts several times since and always signed out of ********** and erased the hard drive. A week ago, when I got my new computer, I installed Framemaker and got a message that I could only use Framemaker for 28 more days. I called Adobe, chatted with them twice and emaied them and they claimed that I could no longer use the perpetual version as I had not properly deactivated older versions. I had in fact signed out and removed **********. They sent me to a web site that had a menu item for "deactivate" but that menu item does not exist in Framemaker. The problem is on their server and they are refusing to honor the perpetual license.

  Business Response

  Date: 04/29/2025

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

  Customer Answer

  Date: 04/29/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/23/2025

  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.

  Request for Assistance with Refund Dispute Adobe K-12 License Subscription Dear ******************** Team,I am reaching out to seek your assistance regarding a dispute with Adobe concerning a subscription for 500 K-12 licenses purchased for our school.A few months after the initial purchase, the subscription was unexpectedly canceled. Despite our repeated efforts to contact Adobe and request a refund, our request was denied. We initially received responses from a representative and a manager, but communication has completely ceased, and we have not received any replies to our recent follow-ups.We believe this situation is unfair, as the services were not provided in full, and we are therefore requesting a full refund. We are attaching a copy of the invoice as supporting documentation.We would greatly appreciate your support in mediating this matter and helping us recover the funds.Thank you for your time and assistance.Sincerely,[****** R. *******][Admin][******************][*****************************************]

  Business Response

  Date: 04/29/2025

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

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23240949
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** J. *********

  No one from the Adobe team has contacted us yet. We are only asking to start the refund process. This is what we want. We are asking Adobe to start the refund process for us. We want to make a decisive and quick decision in the refund process. It is supposed that when we get a response, the refund process will start. We are asking for an immediate refund.

  Business Response

  Date: 04/30/2025

  Apologies for the poor experience. We have already emailed the response to the customer. After a thorough investigation into the customer's account and the associated subscription, we found that the purchase did not meet the eligibility requirements for Adobe's K12 licensing program. Additionally, the subscription was determined to be in violation of our Terms of Service and was subsequently cancelled due to fraudulent activity. As a result of these findings, the account is not eligible for a refund.
  
  Adobe Case: ADB-********-Q0C8
  LASHARMA

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23240949
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** J. *********

  How am I not eligible for a refund if the account was cancelled without providing evidence? How is it fraudulent and approved upon purchase and payment? We are requesting an immediate refund. Not refunding the money is a fraud and theft of companies money. If the subscription is cancelled, the money is refunded immediately. This is the global system and not refunding the money is a claim of fraud without evidence, it is a scam.

  Business Response

  Date: 05/02/2025

  We have already shared Adobe's final response on this matter:

  On 23 April 2025 3:13 PM, ****** shared the below response to ****** from the customer's school:
  The agreement was cancelled due to a violation of terms of use with the K12 education program. 
  Due to the nature of violation, the order is not eligible for a refund.
  As previously shared, our internal fraud team conducted a thorough investigation. They concluded that the purchase did not meet the eligibility criteria for Adobe's K12 licensing program and that the subscription violated Adobe's Terms of Service. Based on these findings, the subscription was cancelled, and, in accordance with our policy, the account is not eligible for a refund.

   

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23240949
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** J. *********

  We request that clear evidence of the violation be provided. If no evidence has been provided, the school has the right to request a refund. Evidence of the expiration has been requested more than 20 times without a response. If no evidence has been provided, we request a refund. There is no such thing as a final decision or a final response. We do not agree at all to this response, which is in violation of all laws. We speak with all respect. Next time, legal action will be taken and more compensation will be demanded.

  Why was the contract approved from the beginning if it was in violation of policies? Why was it working for months and did not stop since the first day of the purchase process? The problem is that you cancel all customer accounts without any reason in order not to refund the money to our customers. We have a friend in another school who had the same problem and contacted you and her money was refunded. Why is the school refusing to refund the money? It is the same thing. I have evidence of the double standards that you deal with.

   

   

• Initial Complaint

  Date:04/23/2025

  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.

  On March 20th I reached out to Adobe to stop charges as I do n it use Adobe on personal level I use it through work which is active at work through another account from my employer instead. I was asking for the fee to get waive first the agent said no then the agent agreed saying she apologizes and that they will cancel my account with no cancellation fee and my account will be cancelled within 24 hours. Because they gave me such a hard time Im reporting them because I saw they charged my card again today but it declined because I changed my number because of how much push back they were giving me. March 20th I told them I was not looking for a refund on simply just cancel my account with no cancellation penalties . I would like an official letter from Adobe stating that they agreed to close my account with no cancellation fees and that my account has been cancelled from the date the Adobe agent mentioned and that they will no longer continue to charge me and the contract has been cancelled. Ive noticed they have a reputation with these scams so I wanted to report this and get support on getting a letter

  Business Response

  Date: 04/28/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro on 13 January 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 contacted to cancel, and due to some technical updates, the system could not cancel even after the agents processed the cancellation. We can see the customer's plan is now successfully cancelled, and we have initiated a refund for two months as a goodwill gesture. The credit of $42.78 ($21.39*2 months) will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-Z5L2
  LASHARMA 

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial of Adobe Acrobat on March 8, 2025, with the intent of using it to sign documents. However, after trying it briefly, I found another platform that better suited my needs (************), and I immediately canceled the trial the same day. Ive attached the confirmation email showing that cancellation.Despite canceling promptly, I was surprised to find charges on my credit card for both March and April. Upon logging back into my Adobe account to investigate, I discovered that only the AI Assistant subscription had been canceledsomething I was not even aware I had signed up for. I do not know what that service is, nor did I knowingly opt into it.When I attempted to cancel what I believed was an active trial or subscription, I was charged an additional $99 and informed that I was locked into a one-year plan. This feels extremely deceptive and not at all what I would expect from a company like Adobe.I am requesting a full refund for all charges, including the $99 early termination fee, and a clear explanation of how this situation occurred. Frankly, I am shocked and disappointed by how misleading this experience has been.I look forward to your prompt response and resolution.

  Business Response

  Date: 04/25/2025

  Apologies for the poor experience. We found that the customer started a ***** free trial for Acrobat Pro on 03/09/2025. Due to some technical updates, the subscription was not cancelled, which led to billing. When the customer later cancelled online, a cancellation fee was applied as the free trial had automatically converted into an annual plan.
  As a gesture of goodwill, we have now terminated the plan and initiated a refund. A credit of $149.19 covering two months of charges [$21.31 ($19.99 + $1.32 tax) x 2] and the cancellation fee [$106.57 ($99.95 + $6.62 tax)] will be processed back to the original payment method within 57 business days.
  
  Adobe Case: ADB-********-V0R5
  LASHARMA 

  Customer Answer

  Date: 05/07/2025

   
  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:04/21/2025

  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.

  Beginning 8/23/24 Adobe has been taking unauthorized deductions from my bank account for a software subscription I never authorized. Immediately after downloading a trial subscription earlier in March I cancelled it online. I have not used any of their products to date. Upon noticing continued deductions from my bank account (and realized they were doing it via my ****** account) I sent a message to their customer service email AND tried to cancel again on their website. I never received a reply and they continued to steal from my ****** account. I realized on March 19, 2025 that Adobe continued to steal from my "Vermont Botanical Soaps" ****** account. I sent a detailed fax March 19 with copies of my bank deductions to Adobe Headquarters in ********, ** requesting immediate reimbursement for the deductions showing on my bank statement. I have received NO reply. Adobe now owes me $422..74 for unauthorized deductions from 8/23/24 to 3/24/25. Yes, after all I did to stop the deductions, they AGAIN charged my account in March. I am asking again for an immediate reimbursement and forbidding any further charges.

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/18/2025

  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.

  On April 18th 2025, Adobe charged my card $32.39. I was never informed of this charge happening on my card this month. On top of that, I cant even use the Adobe subscription for the month when I paid for 1 more month of the service. I want a refund.

  Business Response

  Date: 04/24/2025

  Hi Team,

  Our records indicate that the membership is already canceled. As good will we have processed the refund which will be processed within the next 5-7 business days.

  Refund# USD 32.39

  Case# ADB-39639027-M7F3
  (NIKHSHAR)