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 Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

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:01/13/2023

  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 cancelled during the free trial period, and have an email from them asking me to come back to ADOBE and finish my free trial. ADOBE billed my credit card in December and is attempting to bill it again in January, despite chats with customer service asking them to refund the amount charged. In the chat, the agent even states that I never used the product.

  Business Response

  Date: 02/01/2023

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 03 Dec 2022. Post 7 days trial, there is a ***** of 14 days where customer can cancel and get their money back. We understand that the customer tried to cancel it online, but it was never cancelled due to which customer was billed in December. The support agent has already processed the cancellation with the refund which is credited in the customer's account. The customer was never billed for January.
  
  
  Adobe Case: ADB-********-Z9Y3
  LASHARMA

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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 subscribed to an Adobe Creative Cloud membership last year. Yesterday, I received notification that my membership would be renewing on February 10, 2023 with a significant price increase. Since I have not been using the software, I wanted to cancel my subscription. This morning my credit card was charged $1. So, I logged into my account to try to cancel it. There is no option to cancel my membership (yes-I read the instructions on where to find this option-it isn't there). I was able, after several attempts to chat with Adobe (a live person, not a chatbot). Long story short, the only account that works (old email) is not associated with the account that has the paid membership. They are unable to find the account that has the credit card charge that goes to my new email. Then the operator asked for my credit card number-when the chat instructions said that-in the event that one was needed- a secure method would be provided. So, I asked if I could have a phone number to call to provide that information. There was no reply. I want to cancel my membership. The chat bot doesn't work and live chat is ineffective and unsecure.

  Business Response

  Date: 02/07/2023

  Apologies for the poor experience. We understand that the customer's experience with support was less than adequate and will derive measures to improve our overall support process. Also, feedback will be shared with the staff who handled the query.

  As checked, the subscription has been cancelled and there won't be any renewal charges.  

   

  Adobe Case # ADB-27995607-T3P4
  HTYAGI

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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 ordered a service from Adobe, and they overcharged me. They agreed to a full refund and only issued me a half refund. When I tried to contact them, I found that they refuse contact if you're not a paying customer. I assume that's how they play this game. Not looking for my money per se, just wanting them to stop the shady business practices.

  Business Response

  Date: 01/24/2023

  Apologies for the poor experience. I can see that both the refunds ($49.99 - Adobe Stock & $31.49 for Premiere Pro) are already credited in customer's account. We will reach out to the customer also by his email.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:01/09/2023

  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.

  Sometime at the end of August or beginning of September 2021 I signed up for a free trial with Adobe Acrobat (I believe it was a 7 or 14 day trial). After signing up I used adobe for what I needed it for, a quick assignment for school/work, and went to cancel the trial (The same day). I went on believing I did until I believe a couple of months later I realized I was being recurrently charged. That was the first time I went to cancel the subscription again, finding out that there might be cancelation fees associated with doing so. At this time (Approximately October/November 2021) I believed I resolved it through Adobe or with a representative by canceling any further subscription. On April 1st, 2022, I again contacted a customer service representative about my problem as I was still being charged up to that point. I provided them essentially all the information stated here previously (Signed up for free trial, canceled it, still got charged. Believe I canceled it again and still continued to be charged). After describing the situation and asking for a refund, they agreed to waive the fee and ensure the subscription was canceled, messaged me that they were proceeding with the request and to stay connected. After that they never returned. I stayed connected to the chat for several hours after and tried messaging them for a response and never got any on the chat line. I did however receive an email confirming the plan/subscription cancelation and stating "you will not be charged in future for the subscription under the account." Flash forward to now, January 9th, 2023. Since (and on) March 28th, 2022 I have been charged on the 28th of April, May, and June. I contact them again for those and additional charges made 9/02/2022 and 12/31/2022 that were somehow charged from an associated work email address of mine. Having gone through another set of hoops with them with no resolution I hope to find one through this route. I have additional information as well as images.

  Business Response

  Date: 02/02/2023

  Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.
  
  Adobe Case: ADB-********-K2Z9
  SRIZVI

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 19320745
  
  I am rejecting this response because:
  
  

  In the response they sent to the BBB they said they would look into it, which is the line I have been hearing for over a year now. On my email on 2/08/23 I received an email conveying their heartfelt apologies yet are putting me through the same hoops of We couldnt locate any active memberships under your email address: *********************.

  this is despite the fact that in my previous interaction with Adobe customer service I answered all these very same account informations, yet they couldnt answer why I was still being charged, why I was charged in the first place, or how even my work email got a membership associated AFTER the dates of the other times Ive tried getting help from Adobe customer service and by which point I had removed card information and not signed up again for any subscriptions and most importantly my work account is tied to the companys license for ********************** so to access i wouldnt even need to put in card information of my own. So again. I ask that you look through your system for the report apparently made to your dedicated cancelation team when I was last speaking with one of your representatives. That email aside. I please ask that you always resolve the issue in that I signed up for a trial account that I DID cancel before the time period was up and I was STILL charged for and despite my multiple efforts to get your company to hear it I have several times been told You are processing the request. To then be left waiting for a response that never comes (images above show a response from January 9th 2023 indicating a cancellation team would be in contact that never did and the other two images  from March 31 2022 when I was told they would process my request and over the course of several hours I kept trying to get a response and got nothing). So again. What I ask for is simple. A refund for the year subscription that I canceled and multiple times tried to get resolved, as well as a refund for the subscription associated to the work account you already have the information for and told me what you had charged me for. 

   

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

  Business Response

  Date: 02/23/2023

  During our research, we discovered that the customer had enrolled in two yearly, paid monthly, Adobe Acrobat Pro memberships on the same day, online, via different emails with Adobe. While the subscription with the email address ********************* was terminated on April 4, 2022, and we waived the relevant early termination fee, the second one under the work email address stayed active since we were never contacted to terminate the subscription under this email, until January 10th, 2022, when our chat agent located that account using your card last six and the customer's name. The customer made a callback request following his encounter with chat support at contact number **********. One of our team members attempted to contact him but received voice mail. They also sent you multiple follow-up emails to his work email address, but they received an "Undeliverable" notice from the mailbox. We have also cancelled the membership under the work email address and returned any payments incurred by the customer to date.

• Initial Complaint

  Date:01/09/2023

  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 was charging me a monthly service for 27.99 monthly that I wasn't even using since October 1. I just cancelled it as I didn't realize I was being charged. When I went to cancel the website said it was charging me 111.00 for cancelling early. So I have paid 33 dollars with tax since oct for a service I don't use and now a cancellation fee of 111.00.Its so wrong that adobe did NOT inform me of cancelation fees up front. Their agreement is not clear to users and financially impactful to users.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/25) */
  Apologies for the poor experience. We found that the customer subscribed to a 7-day trial for Photoshop on 02 Oct 2022. Post 7 days trial, there is a grace of 14 days where customer can cancel and get their money back. After 7-days trial the plan converts into an annual plan, paid monthly and this is not based on pay per usage. As per the T&C ******************************************************** if the annual plan is cancelled within annual term the system process the cancellation with the fee. As a goodwill gesture we have terminated her plan with the full refund of *** 253.03. The credit of *** 126.52 (31.63*4 months) + *** 126.51 for the cancellation fee will be processed within 5-7 business days to the same payment method. Now, she has only active************ plan.
  
  Adobe Case:***************************
  
  
  Consumer Response /* (2000, 7, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I sincerely appreciate Your assistance with helping me resolve this matter. I do accept the companies cooperation and resolution thank you again.

• Initial Complaint

  Date:01/09/2023

  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 December 7th I upgraded my plan as well as my payment method because the payment method I had on file was inactive. Adobe charged my new card for the new plan and refunded the old card for the old plan even after I told the representative that the old card was inactive. Since then I've had numerous chats with representatives confirming to me that the refund did not go through because the card was inactive. Each time I give them a new credit card number to use for the refund and am told to wait 3-5 business days. Each week nothing happens. My refund has still not been processed. I reach out to them every week and nothing changes. I have chat transcripts confirming that they owe me a refund.

  Business Response

  Date: 02/03/2023

  Apologies for the poor experience. Our records indicate that the customer contacted support and refund has been processed on customer's account.

  ********************** Case # ADB-27958743-P4T3
  HTYAGI

• Initial Complaint

  Date:01/08/2023

  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 signed up for an Adobe package trial. I was unable to utilize the software on my laptop due to errors and required upgrades. Adobe will not allow you to cancel the subscription. And does not allow you to cancel your account unless you provide updated payment information for a service for apps you are unable to access nor use. Today I received an email from Adobe via an email address that is not associated with the account. It's appearing predatory. I had hoped the Adobe upgrade would assist with creating my ebooks it did not because of the constant error messages trying to download the application. It keeps asking me to add something to my computer that my system can't download. I'm not paying for an application I can't even use online. Their collection efforts need to cease and desist for an account I have continuously tried to cancel as their process to cancel and unsubscribe are predatory catch 22 each link sends you around in a circle wanting to charge for services you have not had access to.

  Business Response

  Date: 01/30/2023

  Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.
  
  Adobe Case: ADB-********-Y0F4
  SRIZVI

• Initial Complaint

  Date:01/07/2023

  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 1/7/23, i woke up to my new cash app card having an $19.99 charge from adobe. Now my card was lost/stolen so this card is brand new. I signed onto adobe to make sure none of my email addresses was associated with abobe. Here are all my other email addresses **************** ***************************************** and ******************************** I had one ************************ associated with this an adobe account, but when i went in, there was no billing info, so i deleted that account.I am trying to figure out how they charged my card. i know many scammers are out here, but again this card is new and i have not even used it. Please see attached pictures. One shows my card was ordered 3 days ago, while the other picture shows the charge.

  Business Response

  Date: 01/25/2023

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

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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 Dec. 29, 2018, I purchased an Adobe Acrobat Professional 2017 for Teachers disk. The disk doesn't expire or involve a subscription. It involves a one-time purchase of a disk for indefinite use on a device. The disk was purchased from *********, a reputable vendor, confirmed Order # **********. I have the receipt and various other proof of purchase. I paid $119.00 for the product. I am a professor and work at a university recognized by Adobe as being valid for the teacher version of this product.I must keep a backup computer ready in case my primary computer goes down. For this reason, I purchased both a new computer and the Adobe disk in 2018 to keep ready for activation.. On Jan. 4, 2023, I needed to activate the backup computer as well as the unused Adobe disk. I set up the computer and installed my other software. However, when I tried to set up Adobe on the computer, the company refused to activate my product. The disk was still in the unopened original packaging and I had to break the seal, so I know it had never been used. Adobe uses a vendor named identit-e.com to carry out the verification. Per the instructions on the disk jacket, I went to the site and entered the product code. It failed repeatedly. I received messages saying it was not a valid code, and even saying I had a bootleg copy. I knew this was not true. I emailed identit.e about the supposed failure of the product code.Identit-e said it would facilitate product activation. This turned out not to be true. The product will not work and I have spent about 1.5 full days trying to get my purchase honored. Adobe keeps taking me to their subscription site and saying I need to purchase a separate subscription. This is not how the disk was represented when I purchased it. I feel I am being scammed and I want the purchase of my disk honored. At my education and professional level, 1.5 days is very costly. The inability to open student assignments is unacceptable in my job role. Thank you.

  Business Response

  Date: 01/30/2023

  Apologies for the poor experience. We will directly reach out to the customer and assist.
  
  ********************** Case #*****************
  HTYAGI

• Initial Complaint

  Date:01/04/2023

  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 and cancelled before it ended. According to the website cancelation policy which I will provide I can and did cancel on the website. However after I did this and took a screen shot of the cancelation the company continued to bill my credit card in excess of **** ************* from ********* until *********

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/18) */
  Apologies for the poor experience. We will directly reach out to the customer to assist on his email as there is no subscription under the email from which the customer has raised the complaint.
  
  Adobe Case: *****************
  ********
  
  
  Consumer Response /* (2000, 7, 2023/01/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Adobe agreed to a refund which is all I had requested after the cancelation.