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

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Last year I ordered a student photoshop account to help my son study at home. I was never able to use it because he couldnt add it to his school computer or my phone. I mistankingly thought the order wouldnt go through it we were not able to download the account. I saw that I had been getting billed like 5 months later. I called to cancel and let them know we never used it. The man said Id need to start a free 3 month trial in order to cancel. So I did. After the 3 months I saw I was being billed again. Today I called to cancel the account AGAIN and thought the service person and I fixed it. She said Id receive an account is closed email. Instead of that email I was charged again for the account. When I checked the account I found not only had I not been cancelled I was also charged AGAIN! So instead of my account not being cancelled I have been charged several more times. I cant use this product, I have never used this product, and in trying to cancel the product I have been charged multiple times it was ordered in April and Ive been charged for a product I never downloaded and was unable to use. So not Ive been charged ***** a month since April of 2022.

      Business Response

      Date: 02/07/2023

      Apologies for the poor experience. We can see that the previous agent has already cancelled the subscription with the refund of $144.40 for all 8 months and shared the information with the customer on email. This refund amount will be credited within 5-7 business days in the payment method registered with Adobe.

      Adobe Case: ADB-********-F6G0
      LASHARMA 

      Customer Answer

      Date: 02/08/2023

       
      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:02/05/2023

      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 subscribed to a trial. Tried to cancel within 24 hrs. They continued trying to deduct the money out my card. After speaking with them and requesting a refund for 2 payments, they said they would cancel the subscription & refunded one payment. They have continued attempting to deduct from my card every week. I noticed a deduction went through this morning. Please refund me my payments of ***** xs 2 and cancel my subscription as Ive requested months ago. The customer service is horrible.

      Business Response

      Date: 02/10/2023

      Please accept our apologies for your negative experience. The consumer had two memberships under distinct emails that were both terminated and refunded.

      ADB-28057799-N1R8

      SRIZVI

       

    • Initial Complaint

      Date:02/04/2023

      Type:Customer Service 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 August 4, 2022, I made a one-year purchase of the software. However, after careful consideration, I have decided not to renew my subscription after its expiration. Despite my decision to cancel, I am now being informed that I will no longer have access to the software and services for which I have already paid.

      Business Response

      Date: 02/07/2023

      Hi Team,

      We will reach out to the cusotmer.

      Case# ADB-27998331-K1Q9
      (NIKHSHAR)

      Customer Answer

      Date: 02/07/2023

       
      Complaint: 19333424

      I am rejecting this response because:

       

      Adobe reached out to me to verify this complaint but declined to act on it. They acknowledged that they are refusing to allow me to use services that have been been paid for. 

      Their reasoning: because I canceled the renewal of my subscription, I am no longer able to access their apps. Even though I have 6 months remaining on a 12 month subscription. 


      Sincerely,

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

      Business Response

      Date: 03/09/2023

      Hi Team,

      We have been trying to reach out to the cusotmer through two case numbers; however, the cusotmer has not responded, hence, the follow-through cases were closed. (ADB-28123240-N8S3 & ADB-28189222-L4T7)

      (NIKHSHAR)

    • Initial Complaint

      Date:01/30/2023

      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 subscribed to the creative cloud yearly plan and when the year was up I tried canceling my service and the website said it was cancelled, yet I got charged twice more and tried canceling twice more. I tried to get a refund because of the issue but they just gave me more months for "free" on my subscription after speaking to their billing customer service. I'm still not sure I won't be charged again because some how I was still billed with an inactive debit card on my account.Deceptive terms for subscription and impossible to get out of do not use this service.

      Business Response

      Date: 02/20/2023

      Apologies for the poor experience. We found that the customer contacted support & accepted the 3 free months offer to continue with his annual plan. Later, he also cancelled his plan online successfully. Adobe has not not billed for any amount after 3 Jan 2023 for his Creative Cloud all apps plan which is already cancelled. 

      Adobe Case: ADB-********-N2T1
      LASHARMA 

    • Initial Complaint

      Date:01/26/2023

      Type:Product Issues
      Status:
      Resolved
      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 Acrobat Pro in Nov. 2022 and canceled before the free trial expired. I just noticed that I've been billed recurring charges through PayPal for $21.59 on Dec. 22, 2022, and $21.59 on Jan. 22, 2023. I haven't been using these services at all, so I attempted to "cancel" this subscription but was told that I'd have to pay a $79 fee in order to do so.

      Business Response

      Date: 02/22/2023

      Hi Team,

      Our record indicates that the membership is already terminated and there were no cancellation charges incurred to the customer.

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

      Customer Answer

      Date: 02/27/2023

       
      Complaint: 19318230

      I am rejecting this response because: I was not refunded for the period of time after I supposedly didn't cancel the trial period. I did not use this program. 

      Sincerely,

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

      Business Response

      Date: 03/16/2023

      Hi Team,

      Our records indicate that the membership was used after the purchase; however, as goodwill we have processed three refunds of USD ***** each back to the updated billing method. It will be processed within the next 5-7 business days.

      Case# ADB-28532439-M2Q5
      (NIKHSHAR)

      Customer Answer

      Date: 03/26/2023

       
      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:01/23/2023

      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 have started my 7-day free trial of Abobe Photoshop on 11/5/2022 and unsubscribed from Adobe Photoshop on 11/12/2022. However, I was somehow still automatically rolled into their annual subscription. I was charged ***** monthly fee for a total of 3 months now. I was told that there were not refund at all and if I decided to terminate the subscription early, I need to pay another 90 dollars as a penalty. I was very upset with the company. First of all, the unsubscription did not go through for some unknown reason. I suspect they purposely made the unsubscription hard to trap people in the system. Secondly, I was automatically rolled into the annual subscription without clear notice. Therefore, I would like to request the refund of three month pay as well as waive the early termination penalty. Thanks,Fen

      Business Response

      Date: 02/24/2023

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

      Adobe Case:ADB-28249861-G8Q0
      SRIZVI

    • Initial Complaint

      Date:01/18/2023

      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 for a free trial 2years 8 months ago. When the trial was over i cancelled the trial. They have been charging my credit card over $15 per month i keep calling and objecting to my credit card and Adobe. After 8 months of objecting as had my credit card give me a new card because i couldn't get them to stop charging. Then they charged my new credit card. Then i cancelled all my credit cards with that company. Recently they charged $21 to an entirely different company credit card (they probably got from my credit report). I have written to that credit card and to Adobe to no avail. I believe this is bank fraud. Maybe i can start a class action suit as i cannot be the only person this has happened to. I am a senior citizen.***************************

      Business Response

      Date: 02/07/2023

      Apologies for the poor experience. We will directly reach out to the customer to assist because the subscription from the email which customer has raised the complaint was already cancelled in August 2022. The customer has mentioned she cancelled the subscription within 7 days trial period so we will request her to send that cancellation confirmation email. There is a possibility the customer has purchased the subscription under a different email address.

      Adobe Case: ADB-********-B0L5
      LASHARMA 

    • Initial Complaint

      Date:01/18/2023

      Type:Customer Service 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 subscribed with Adobe photo shop at the beginning of January 2022. It was $9.99/month. We thought this is one month subscription and can be canceled the next month. When we tried to cancel it the next month. We're informed that this is a consecutive 12 month subscription. It will have penalty if we cancelled prior to the end of the year. The description of the rules was in very fine letters and barely noticeably when anyone start their subscription. I don't think it's ethical to put description in a way that customers will have to make big effort to find/read. We don't have time to use any of their subscription after the first month. We're seeking refund for all 11 months charge of $109.89 and cancel the subscription from future.

    • Initial Complaint

      Date:01/16/2023

      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.
      they are trying to charge me a early cancellation fee of ***** if i cancel i was on a trial it was after that ***** then they charged me agin this month i tried to cancel they said i have a early termination fee that never was the case when i initially tried to add myself to adobe it wasn't yearly i also spoke to a representative they said they wou cancell everything then they got nervous when i said the bbb will get involved they lied and said they would refund my money and i was taken off the account and that i wouldnt have my card on there they said theyd send me a email verified that i am off the account well now im trying to resolve this and i am on hold they pick up then put me on hold again they are scam artist

      Business Response

      Date: 02/02/2023

      Hi Team,

      Our records indicate that the membership was already canceled on the same day without the cancellation charges along with refund of last 2 months.

      Total refund of USD ***** incl. taxes were processed on 16th January 2023.

      Case# ADB-********-B6H8
      (NIKHSHAR)

    • Initial Complaint

      Date:01/15/2023

      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 have reached out multiple times via their online chat service to dispute an Adobe Stock subscription. I do not have this subscription active on my personal account, and I have no record of invoices for this subscription on my work account. I have been charged $29.99 a total of 15 times without my knowledge and with no access to or notification of the billing details or the subscription itself. I finally learned (after many previous failed attempts, and after being on the chat for over an hour) that the subscription was linked to my work account. However, like I stated earlier, I have no history of billing on that account. The company is offering a discounted subscription or a few free months of the subscription, but will not refund the charges that I was unable to view, manage, or cancel.

      Business Response

      Date: 02/08/2023

      Apologies for the poor experience. Our records indicate the customer contacted support and the refunds has been processed on customer's card.

      ********************** Case # ADB-27667613-C1V2
      HTYAGI

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

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