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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.
    • 345 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:04/17/2025

      Type:Billing 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.
      Complaint against Adobe Stock Nature of complaint: Account suspension without response or resolution Date of incident: March 20, 2025 Account holder: **** ******** (*******)Complaint Description:My name is **** ********, a digital content creator and contributor on Adobe Stock. On March 20, 2025, my account was suspended with the generic message:"Your content may be removed, or your account may be deactivated, for not complying with these Account and Content Submission Guidelines."I submitted an appeal through Adobes support system but have received no response or clarification for nearly a month.Adobe Stock is currently my only income source. I live in *******, and due to the ongoing war, Im no longer able to produce new content with a camera, so I transitioned to AI-generated artwork. However, Adobe removed not only my new AI-based content but also my older video work created with a camera which followed all rules and had been live for ******** account also had a balance that has not been paid out, and Ive received no guidance on how to retrieve those funds or appeal further.I respectfully request:A clear explanation of the alleged violation;A chance to correct any issues;Reinstatement of at least my video portfolio;Payout of the existing account ******************************* lack of transparency and communication is especially distressing given that I live in a country affected by war. This platform was my sole source of income, and losing it without explanation has left me in a vulnerable position.I kindly ask for BBBs assistance in resolving this issue or prompting a response from Adobe.Sincerely,**** ********

      Business Response

      Date: 04/23/2025

      Apologies for the poor experience. We will directly contact the customer to help.

      ********************** Case: *****************
      LASHARMA

      Customer Answer

      Date: 04/28/2025

      Better
      Business Bureau:

      ? ?????????? ?????, ??????????????? ???????? ? ????????? ?????? ? ??????????????? ********, ? ??????, ??? ??? ??????? ???? ?????????????.

      ? ?????????,

      ??? ????????

    • Initial Complaint

      Date:04/17/2025

      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.
      This company advertised a free trial for services that could be canceled before the end of the trial period with no charge. It provides instructions on how to cancel the trial subscription. The instructions don't work and the company does not provide a manner to cancel the trial subscription as advertised. The process only allows for cancellation after the account has become active and you have been charged a fee. The advertising is misleading and fraudulent. Consumer protection is needed to keep this company from changing people money that don't want to keep the services after trying them during the trial period.

      Business Response

      Date: 04/24/2025

      Hi Team,

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

      Refund# USD 10.79

      Case# ADB-39638922-P4J1
      (NIKHSHAR)

    • Initial Complaint

      Date:04/17/2025

      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.
      I bought a "perpetual" license of Acobe Acrobat Pro. I recently bought a new computer and when I tried to install my perpetual license, I was told my activation count limit had been reached. I was told by customer service that I needed to remove the license from my old device before installing the new license. I did so, but it still wouldn't install. Now I am being told that they do not support the software and the only option is a subscription-based software, which I do not want. I would like to be reimbursed for the lost license of my software on my old machine that was needlessly deleted due to the advice of Adobe customer support. I now no longer can use this software on my old or new machine, despite that I purchased a perpetual license.

      Business Response

      Date: 04/23/2025

      Apologies for the poor experience. We can see that the customer contacted support, and with special approval, the new serial number for the Acrobat 10 is issued to the customer.

      ********************** Case: *****************
      LASHARMA

      Customer Answer

      Date: 04/23/2025

       
      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:04/16/2025

      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 signed up for the free trial of Adobe Acrobat Pro and attempted to cancel before the trial ended. I called customer support, but the representative had limited English and made it difficult to cancel. I was pressured into keeping the subscription and told I could cancel later.Later, when I finally figured out how to cancel online, I was told I would be charged a $109 early cancellation fee. I had never used any Adobe product or created anything with the subscription. Despite this, Adobe charged me $19.99 for a month and $109 to cancel a service I never used.This business model is deceptive and unethical. I would like a full refund of the $128.99 charged. I never received any value from this service and was misled throughout the process.

      Business Response

      Date: 04/22/2025

      Apologies for the poor experience. We will directly contact the customer to help because there is no subscription under the email from which the customer has raised the complaint.

      ********************** Case: *****************
      LASHARMA

    • Initial Complaint

      Date:04/16/2025

      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.
      Hi,I have had a recurring charge with Adobe apparently for the last 6 months for $49.99 dating back to August 20, 2024. I would like this money returned as I have never had an adobe account, nor have I used any adobe products. When calling adobe customer support this morning to get information on my invoice they confirmed that I do not have an account. So why is my money being charged? ****** my bank, has confirmed that this is the authentic Adobe charging my card. I would like met $399.92 returned to me and someone to speak with to understand where this came from.

      Business Response

      Date: 04/24/2025

      Hi Team,

      We were unable to identify the charge details. Please share the first six and last four digits of the card to investigate further.

      (NIKHSHAR)

      Customer Answer

      Date: 04/26/2025

       
      Complaint: 23206093

      I am rejecting this response because I have already attached the series of transactions that were billed monthly. ********** N.A. Has confirmed that this was the official Adobe account that was making the charges. 

      feel free to review the attachment that sent initially for more details. 

      Sincerely,

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

      Business Response

      Date: 05/05/2025

      Hi Team,

      We have tried to check the information with the details provided in the attachment; however, we were not able to find the details. Please provide the details as mentioned below so that we can investigate further and provide assistance with cancellation and refund.

      First six and Last four digits of the card
      Name on the card

      (NIKHSHAR)

    • Initial Complaint

      Date:04/15/2025

      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.
      On February 13th of 2024, I contacted Adobe to cancel my subscription with them. I'd lost my job and needed to tighten the belt a bit. I have two email confirmations that confirm that this occurred. However, today I learned that they have STILL been charging the same card that I asked them to stop charging, and they've been doing so monthly for the past year. I called in to Adobe support to figure out what was going on and was told that the same card is still being charged, but it's happening for an entirely separate account. I feel like I've been duped, especially considering that I was explicitly told that they would not charge my card for an adobe subscription after I called in a year ago. When I asked for a refund, I was told that I could not be given one, which is outrageous to me as these charges were made under false pretenses. I strongly recommend against using adobe products to anyone considering doing so. These business tactics are beyond shady, and I will take my business elsewhere from now on.

      Business Response

      Date: 04/22/2025

      Apologies for the poor experience. We found that the customer's original account was cancelled on February 13, 2024, and no charges were made to that account after cancellation. However, when the customer reached out to support, the advisor identified a different account with matching details. Although the customer couldnt verify ownership of this second account, the advisor proceeded to cancel it and issued a refund of $66.33 for the last three months. The customer was also advised to dispute any additional charges with their bank.
      It appears that someone using the customers card had signed up for a ***** trial of ******* Pro, which later converted into a paid subscription. Customers have a ****** ***** period after the trial ends to cancel and receive a full refund. While we understand the customer may have been unaware of this and missed the opportunity to cancel, and never contacted Adobe.
      However, as a gesture of goodwill, weve processed a refund for the remaining nine months, amounting to $198.99. This credit will be returned to the original payment method within 57 business days.

      Adobe Case: ADB-********-W6N6
      LASHARMA 

    • Initial Complaint

      Date:04/14/2025

      Type:Billing 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 paid for one month of service ONLY. Adobe has fraudulently charged me for 5 extra months w/o my approval or consent. Adobe does not provide ANY way to contact them to cancel the account! I have looked up my account and it does not even show an invoice for services paid yet my bank account shows where they took my money. Adobe is a fraud company and needs to be investigated!

      Business Response

      Date: 04/22/2025

      Apologies for the poor experience. We found that the subscription for Acrobat Pro was initiated with a 7-day free trial on November 5, 2024. Adobe provides a 14-day ***** period after the trial ends, during which customers can cancel their subscription for a full refund.
      In this case, the subscription was not cancelled within that period or afterwards, resulting in monthly charges being applied. The customer never contacted ********************** support regarding cancellation or concerns about the charges at that time.
      As outlined in the Terms and Conditions accepted before making the purchase, Adobe subscriptions are set to renew automatically each month unless cancelled either online or by reaching out to Adobe support.
      Regarding the invoices, you can view and download them at any time by signing into your Adobe account.
      As a gesture of goodwill, we have cancelled the subscription and initiated a refund of $149.95 ( 5 months of charges * $29.99/month). The refund will be processed to the original payment method registered with Adobe, within 57 business days.

      Adobe Case: ADB-********-Q7L2
      LASHARMA 

      Customer Answer

      Date: 04/22/2025

       
      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. I truly appreciate the goodwill gesture! I hold Adobe in high regards for their amazing products! I look forward to doing business with Adobe in the future!

      Sincerely,

      ***** ********-*****

    • Initial Complaint

      Date:04/14/2025

      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 multiple occasions I have been unable to access customer support for the products I buy. The increasing dependence on automation means decreased accessibility for neurodivergent people like me. What motivated me to file this complaint is that it took me more than an hour to determine how and when customer service might be available for my issues (I was told by a chat agent that a technical glitch may be the reason that I am unable to log in to my account). It turns out that the correct department is not available on the weekends, yet when I was transferred the automated chat disconnected a very long chat (with no handoff). When transferred on the phone, there is only a recording to call back during "published hours" with no information about what they may be or how to find them. It took multiple chats on the website feature, social medical and calls to learn the days and hours that customer service might be available for my issues. I don't believe that it requires a lot of energy or expense to make this information more accessible to customers (even if the support is not). If it were not for the fact the many government agencies use this product for their forms (I have not yet found a reasonable alternative), I would stop using the products. I used to be happy with their suite of products years ago, yet the support has become increasingly inaccessible for me. Thank you.

      Business Response

      Date: 04/23/2025

      Hi Team,

      We have taken the feedback of the customer and will take preventive measures for further references. It was also found that the issue was resolved, hence, as goodwill we have added a credit of 1 month to the membership. The customer will not get charged for the next and will never have to pay the credited month as well. Also, the credit will not increase the annual commitment as well.

      Case# ADB-39621145-Q0X9
      (NIKHSHAR)

    • Initial Complaint

      Date:04/14/2025

      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 called he company to request a refund because I did not request a purchase of adobe or approve it. They are not giving me a refund. This request was on the same I was billed.

      Business Response

      Date: 04/21/2025

      Apologies for the poor experience. Our records indicate that the customer initiated a ***** trial for Acrobat Premium through the Android Play Store, which was not cancelled, resulting in a subsequent charge. As per policy, customers are entitled to a ****** grace ****** following the conclusion of the trial, during which they may cancel the subscription and request a refund.
      We understand that the customer was unable to cancel the subscription within the trial ******, reached out to support, and was initially unable to obtain a refund due to the fact that Adobe had not received the payment, nor did it have access to the customer's payment information.
      To address this, a refund request has been submitted on behalf of the customer. Once the request is approved and processed, the refund amount of $74.89 will be credited to the original method of payment within 57 business days.

      Adobe Case: ADB-********-G4K5
      LASHARMA 

    • Initial Complaint

      Date:04/10/2025

      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 has charged my card for months. For the last 3 I have been fighting and today I had a supervisor refuse to help me because of her ego. I have been told they will block the merchant. And they violated my privacy by without my knowledge providing my new card information to **** for them to provide it to adobe and they can keep charging my card. I asked for a call back about that and no one called but supposedly got an email for me to opt out of it. But they are allowing adobe to keep charging

      Business Response

      Date: 04/17/2025

      Hi Team,

      Our records indicate that the customer did not use the services since it was purchased. We have canceled the membership and processed the refund for the last 9 months as charged which will be credited within the next 5-7 business days.

      Refund# USD 179.91

      Case# ADB-39548703-W0Y7
      (NIKHSHAR)

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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