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Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I started my subscription to Adobe Acrobat suite on July 14th. They offer a monthly subscription for a certain amount which it should automatically not resume. When you purchase the yearly subscription they claim to give you a discount that if you choose to cancel they charge, as a cancelation fee. Usually subscriptions don't have these expensive cancellation fees of $49.99. Now I will not be able to use the service, and still get charged for months I am not willing to pay. Adobe Acrobat has these extremely exploitative rules that should not be allowed from a service that literally has the monopoly on file sharing. Nobody can compete with adobe acrobat, it feels as if it is a industry standard so they take advantage of that and ask for termination fees that you have to be obliged to, because how else are you going to modify your resume or edit pfds? I would like Adobe acrobat to refund the termination fee of $49.99 on the basis of how monopolized their service is.

      Business Response

      Date: 03/15/2023

      Please accept our apologies for the poor experience. We investigated the customer's account and below are our findings. 

      On July 14, 2022, the customer acquired an Acrobat Pro subscription. On January 12, 2023, she switched her Acrobat Pro subscription to the Photography plan, and on February 16, 2023, she switched back to Acrobat Pro. Each of these plans are for a year and are billed monthly. The customer states that a USD ***** cancellation fee was charged to her, but we have no record of such a fee being charged to her. We have contacted the customer and sought additional information to further investigate this.

      Case ADB-28516406-Z2S8

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

       

    • Initial Complaint

      Date:02/14/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been trying to get support for the Adobe reader product and Adobe has been embarrassingly poor with help. When we can finally get through to someone in support they set up "Enhanced Support Calls" that no one ever attends on Adobe's end. I believe we have had 3 of these meetings they just choose not to attend. Ridiculous the kind of support we get for a product we are paying for.

      Business Response

      Date: 03/22/2023

      Please accept our apologies for the poor experience. We will contact the customer directly to help.

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

      Customer Answer

      Date: 03/22/2023

       
      Complaint: 19401215

      I am rejecting this response because:

       

      They ultimately schedule and failed to attend 7 yes I said 7 meetings and we had to pay an outside company to help us. Adobe truly doesn't care as long as they get your money. We will not hold our breath for any kind of meaningful response or resolution as that would only be expected from a rebuttable company with good customer service. 


      Sincerely,

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

      Business Response

      Date: 04/05/2023

      We are sorry to hear this, but our team member who has been in communication with the customer sent an email on March 31st indicating his availability and acceptance to attend the meeting. Unfortunately, he did not receive a response to that email, nor did he receive any meeting invitation from the customer's end. Because the customer is not responding to the emails, we would like you to request that he express his concerns or respond to the emails so that we can assist him.

      Adobe Case ADB-28610691-S5F0

      SRIZVI

    • Initial Complaint

      Date:02/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 12,2023 I was charged ***** for a subscription I tried to cancel after the free trial, I was told I couldnt get a refund and I couldnt do anything so I continued with the cancel , than I was charged again on February 12,2023 for ***** again and was told the same thing that I couldnt get a refund how do I make this stop and get my money back! This isnt fair businesss can get away with this all the time! All I have is the transactions on my bank account to prove it this is why I am here today making sure someone knows

      Business Response

      Date: 03/17/2023

      We are unable to track any charge linked to the email customer has provided. We will reach out directly to get more details.

      Adobe Case # ADB-28544963-F9B0
      HTYAGI

       

    • Initial Complaint

      Date:02/13/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I used Adobe Pro for 7 day free trial, you have to enter credit card information for the trial. The program did not do what I needed and I canceled the free trial. Adobe still charged my card Jan 11 2023 and Feb 11 2023 it is impossible to cancel online or delete the credit card on file. Adobe does not list their phone number on the website - you are stuck trying to delete the account online and the links just go in circles and never allows you to close or cancel the account. I found the customer service phone number finally somehow, (it was in an online forum I think) and called to cancel - the line goes to a call center in ***** - it wasn't until I told them I was contacting the BBB that they agreed to refund me fully the ***** charged and close the account. Rep stated it will take 5 to 7 days to receive the credit back to the card, which is ridiculous because I know that the money should be refunded to my account immediately (or at the very longest, 1 business day) based on all other companies/stores I've dealt with. I have no faith they will in fact refund my money or close the account until I actually see the money back. There are many complaints about this company and I will never deal with them online ever again.

      Business Response

      Date: 03/14/2023

      Hi Team,

      Apologies for the poor experience. We understand that the support experience could have been more adequate. Our records indicate that two refunds of USD ***** each were processed on 13th February 2023 to the same billing medium updated in the account. Please find below more details for reference.

      11th January 2023
      Invoice# 2353885817
      CM# 222797340
      CM Invoice# 2379827048
      Billing Doc# BL2353885817
      Amount# USD *****
      Status - Settled

      11th February 2023
      Invoice# 2377681106
      CM# 222872930
      CM Invoice# 2379827049
      Billing Doc# BL2377681106
      Amount# USD *****
      Status - Settled

      Case# ADB-28496591-N7M4
      (NIKHSHAR)

    • Initial Complaint

      Date:02/12/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for the adobe creative cloud subscription thinking it was a monthly subscription, but they intentionally leave out that you are entering a contract so they can charge you more fees. This practice appears to be common for them and no one has done anything about it. I'll attach a picture of the sign up page so you can see how it uses convoluted wording to confuse you. This is predatory and unethical.

      Business Response

      Date: 03/22/2023

      Apologies for the poor experience. We understand that the support experience was less than adequate, and we will assess the customer journey to derive measures we can adopt to prevent similar issues in future.
      Our records indicate that the customer contacted support, where their subscription was cancelled without any termination charges. As an exception, we have initiated a refund of the last charge as goodwill. The credit will be processed on the same payment method in 5 to 7 days.

       

      Adobe Case#ADB-28611357-J7V4

      (HTYAGI)


    • Initial Complaint

      Date:02/10/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Being charged for a user that is not being used. I can't get through to the business.

      Business Response

      Date: 03/17/2023

      Apologies for the poor experience. Our records indicate that the customer contacted support on 2/17 and one unused license has been cancelled along with the refund.

      Adobe Case# ADB-28545091-X6M3
      HTYAGI

    • Initial Complaint

      Date:02/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up the Adobe Acrobat 7 days trial on Jan 20, 2023 for Apple App subscription. I cancelled same day because the app wasnt right for me. But my subscription will be active until 7 days on Jan 27. Today, I looked at my credit card statement and found out that $19.99 charged to my card by Adobe *** ********** CA Digital Accou on Jan 28, 2023. I looked my Apple subscription again. Adobe has been inactive and shows subscription expired. I contacted Adobe. I chatted twice. They both kept saying my subscription is still active and said that I didnt cancel. They kept arguing me for half hour. I said let me take the screen shot about my Apple subscription is inactive. When I came back and tried to upload but they logged out. Both of them were just logged out. Adobe is trying to fraud the people. If I dont look at my statement, Ill never knew. Anyway, I dont even see the $19.99 plan. They have $9.99, $29.99 and so on.

      Business Response

      Date: 03/14/2023

      Hi Team,

      Apologies for the poor experience. We understand that the support experience could have been more adequate. The membership now stands as canceled and as an exception a refund of USD ***** has been processed which be credited within the next 5-7 business days.

      Case# ADB-28495866-Q4N3
      (NIKHSHAR)

    • Initial Complaint

      Date:02/09/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Adobe refuses to send our business receipts when there is a monetary transaction made. They will only add a receipt to an online account, and won't send the company a receipt for any and all monetary transactions. As a business I need receipts sent to use for every monetary transaction. Their answer is, sorry, we don't send receipts, only log them online. Birthing Basics, LLC, **************************

      Business Response

      Date: 03/14/2023

      Please accept our apologies for the negative experience. Because we do not presently have the option to send invoices by email every month, our team has already provided the customer with instructions on how to download the invoices by logging into the account. Additionally, we have also emailed the customer the invoices for their active subscriptions to date for assistance.

      ADB-28501117-V9T8 

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

    • Initial Complaint

      Date:02/08/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Adobe practices unfair, unethical, and deceptive business practices. I subscribed to photoshops monthly package for approx $22.00/month. I rarely used the program so I decided to cancel 6 months later. They charged me this hidden early termination fee of $68.No where did I read nor was it apparent that Adobe can charge an early termination fee. They need to be required to show a pop up window clearly stating this deceptive practice upon signing up for one of their monthly fee software packages. I want consumers to be fairly informed so they dont fall prey to this unjust and unethical practice.I have deleted ALL of my Adobe accounts and will NEVER do any kind of business or use ANY software associated with Adobe for the rest of my life.I will make sure that ALL my friends never get caught up with such a disreputable company.They also collect and sell peoples personal data for their monetary benefit without the express written consent of the customer in clear violation of consumer privacy rights.They are despicable and need to be held accountable for their unlawful actions!

      Customer Answer

      Date: 03/04/2023

      Adobe should provide a pop up window, when opting for a monthly subscription such as photoshop, clearly stating that an early termination fee is required if the subscription is cancelled within a one year time frame.  Burying this information far down in the terms and conditions is not being transparent to the customers and is an unfair business practice.

      Business Response

      Date: 03/25/2023

      Apologies for the poor experience. We will directly contact the customer to help as there is no subscription under the email from which the customer has made the complaint. Before making the payment customer have to agree the Terms and Conditions (******************************************************************) then only the order is processed.

      Adobe Case: ADB-********-T7G8
      LASHARMA

    • Initial Complaint

      Date:02/06/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cancelled a subscription before the trial period of a service ended. Found that my card was still being charged for the subscription despite cancelling within the required window. This previously happened in 5/2021, and 10/2021. Today I found I was still being charged by adobe systems, again, despite cancelling subscription. My card has been billed without my consent since 7/6/2022 on a monthly basis for a total of $15.81 a total of 8 times, totaling $126.48. Upon contacting their customer service department I was told they can do nothing to resolve this problem and they refuse to refund the erroneous charges.

      Business Response

      Date: 02/07/2023

      Hi Team,

      Our records indicate that the requested refund amount has already been credited back to the billing medium updated on the account.

      Total Refund: USD 126.48

      Case# ADB-27998829-D3W8
      (NIKHSHAR)

      Customer Answer

      Date: 02/07/2023

       
      Complaint: 19343285

      I am rejecting this response because:

      Adobe systems did agree to refund $126.48 but only did so after filing a formal complaint. They refused the refund several times when contacted directly .

      Since making my initial complaint, there has been 6 payments of $15.81 received for a total of  $94.86 has been refunded. Adobe systems still owes $31.62 of that refund  that they agreed to. 

      Sincerely,


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

      Business Response

      Date: 03/09/2023

      Hi team,

      We have processed eight refunds of USD ***** each back to the customer's account. Please find below the Credit Memo#, Credit Memo Invoices, Billing documents and status for each one of them along with dates as charged.

      Total Refunded Amount: USD 126.48

      6th February 2023
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      6th January 2023
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      6th December 2022
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      6th November 2022
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      6th October 2022
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      6th September 2022
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      6th August 2022
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      6th July 2022
      Invoice# **********
      CM# *********
      CM Invoice# **********
      Billing# BL**********
      Status Settled

      Case# ADB-27998829-D3W8
      (NIKHSHAR)

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