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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

    • 916 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:01/03/2023

      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.
      Your Adobe Customer Care Case Is Closed CRM:XXXXXXXXXXXXXX

      I decided to close my acct which was autopay.
      When I attempted to sign in, I forgot my password. When I tried to recover/reset, Adobe locked my account so I could not sign in and then took a payment.

      I then phoned Adobe. I had a very confusing conversation with the rep who kept saying he would cancel, send an email and it would contain info on how to get something from Adobe for free. I told him I only wanted to cancel and he insisted I get the free thing. However, I never received the cancellation confirmation email the acct representative promised.

      Adobe has made it purposely difficult to unsubscribe by locking my account when I tried to sign in. Then when I called to cancel, the Adobe rep made false promises.

      I want confirmation this is cancelled as promised! Adobe is no longer authorized to remove payments and should return the latest one to me.

      Yesterday I received an email that my "case" is closed.

      Business Response

      Date: 01/26/2023

      Business Response /* (1000, 5, 2023/01/19) */
      Apologies for the poor experience. We understand that the support experience was less than adequate.

      We have terminated the membership from the system with immediate effect. As a goodwill we have processed the refund of last 3 charges which will be processed within next 5-7 business days.

      Total refund: USD 47.43

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


      Consumer Response /* (2000, 7, 2023/01/25) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:01/02/2023

      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.
      I purchased a subscription two years ago. I canceled said plan one year ago. I did not sign up or agree to any other subscriptions. As of 01/01/2023, I am still getting monthly bills from Adobe Systems. I have tried to contact customer service. They will not answer nor return my calls. I need them to stop charging me for something I don't have. Also, a reimbursement is in order. Please help.

      Business Response

      Date: 02/01/2023

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

      Adobe Case: ADB-********-Y3L5
      SRIZVI

    • Initial Complaint

      Date:12/27/2022

      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.
      Predatory tactics and mass spam emails are used to scare consumers into maintaining a subscription to the product as well as the online account cancelation process being broken forcing you to deal with the aforementioned Predatory practices.

      Business Response

      Date: 01/24/2023

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

      Adobe Case: ADB-********-X5P4
      SRIZVI

    • Initial Complaint

      Date:12/27/2022

      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 am complaining about the service I'm receiving from Adobe. The system is constantly bogging my computer down with updates.The updates only work 1/2 of the time. And they charge me yearly to use the system. Once one system finally works and I move to the next, the other system doesn't work. My complaint is about Dreamweaver which has never really worked. My last phone conversation with a representative leaves the question "why does Dreamweaver turn templates into html code?"I'm not able to continue without service. The first two photos are projections that do not include formatting.The last photo ****** includes formatting but it only works in their app. I need the format to work in the system that I'm transitioning the code to.

      Business Response

      Date: 01/23/2023

      Apologies for the poor experience. Our initial research indicated that a self-help link was shared with the customer by support over email. If the issue is still not fixed, we request the customer to update this ticket and we will arrange a callback from an expert.
      Adobe Case # ADB-********-S0Y8
      HTYAGI

    • Initial Complaint

      Date:12/23/2022

      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.
      Aug22, I found multiple charges from Adobe Creation. Aug 15 $15.66 Aug 15 $31.34 I contact to dispute these charges since I only use 2 apps. Adobe Acrobat ($9.99) and Adobe Express(4.99) I was told I had no charges associated with that email address. I was then asked to give them my debit card number over chat, and I refused. I was asked for another email address. I only used the one I logged and no back up login email address. I was informed by Adobe they had another on file. I made it clear that it was suspicious, and they say they will refund and look into it. Aug 18 receive refund $31.34 On the same day, I receive 2 more charges:Aug 18 $32.91 Aug 22 $15.96 Nov 22 I have 4 more charges from Adobe on my card. Nov 18 - $15.66 Nov 21 - $32.91 Nov 21 - $3.84 Nov 22 - $57.46 I contacted Adobe again I was told it would be approx. $195 to cancel a subscription for an All-Apps package with 100gb storage @ $57.46/month. I did not purchase this package.I called the following day to dispute.1st call I was given a solution and then disconnected.2nd call, different rep, given a different solution to be downgraded and refunded. I asked for a log or record in case it happens again. I was given a case number. I received 9 separate refunds: 5 for $15.66, 4 @ $32.91 Dec 22: I receive a charge for $57.46 I contact Adobe to dispute I give them the case number from Nov22.I am told that I am paying for the All-Apps with 100gb storage I am told according to their logs, I did not get a downgrade or refunded.I am transferred to a manager and told I cannot be refund because my subscription is past the allowed time. There are more charges from previous months, however, I never noticed them until Aug. I want any and all accounts deleted. If I am owed money, then I want refunded.

      Business Response

      Date: 01/17/2023

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

      Adobe Case: ADB-********-B5Y1
      SRIZVI

    • Initial Complaint

      Date:12/23/2022

      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 am so sick to the backteeth of having to login, get kicked out, and then be forced to re-log in, to this stupid, expensive, monthly paid for, never missing a payment of, cheap crappy Adobe Acrobat app that I have purchased for me and my law firm team, at great cost and personal expense. You will see from the attachments that these idiots at Adobe force people (who duly pay for their services) to have re-login, re-register, re-verify with their cellphone, end task through a complex maze of computer commands that most people would not understand (I do because I am a genius). This issue (bug) needs to be fixed now, before we switch a better, more competent technology company for handling our PDF documents. Be guided accordingly.

      Business Response

      Date: 01/20/2023

      The support team has already contacted the customer in response to ******************** Case# ******* and is continuing to help with the resolution.

      Adobe Case: ADB-********-H1G9

      Customer Answer

      Date: 01/20/2023

      We got off the telephone today with "*********" who proceeded to confirm to me that Adobe has been s******* me by charging me for Adobe Acrobat PRO for $26 per month when I originally signed up for Standard, at $14 per month.

      The PRO version accommodates *************** which we don't even have, but they make it very easy for me or my staff to accidentally click on this to "upgrade" your services.

      Therefore, we demand a refund of the extra unnecessary money that we have accidentally been paying to Adobe for the PRO version, with their fraudulent and purposefully misleading and confusing website prompts.

      Furthermore, we have discovered that the cheap b******* at Adobe also make you purchase additional licenses at the $14-26 per rate, for additional employees even if you have purchased the "team plan," like our law firm did.

      This is again, complete and total fraudulent inducement.

      What good is selecting/purchasing a "team plan" when none of your "team" can actually use it?

      Finally, those ****** "multiple logins" wherein we have to verify our cellphone, password every single time we open up a PDF document, that prompted our ORIGINAL complaints to the BBB and other agencies, has STILL not been fixed, and it has only become worse, seeming retaliation for our complaints.

      Please urgently investigate and advise.

      Business Response

      Date: 01/23/2023

      Since last week, our technical support team has been attempting to contact the customer but has not received a response. We will continue to follow up with the customer.

      srizvi

      Customer Answer

      Date: 01/26/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I strongly believe that the major reason Adobe handles complaints in the above referenced painfully slow manner, coupled with the exact reason for our complaints, is a calculated mechanism to increase their profits at their customers' expense.

      Business Response

      Date: 02/08/2023

      The customer has been reporting concerns, which our staff has handled. We provided him with the resolution and justification for the trial Acrobat Pro DC with ******************************* since he was checking in using Adobe ID rather than ********************** ID. We offered him a callback at his chosen time to assist him with the problem, but the customer responded that he would sort it out on his own. He has been attempting to edit PDFs with an email address that has not been allocated a license in his account. We notified him of the situation, and he seems to have assigned the license now. In addition, as a gesture of goodwill, we have recommended our staff to provide a month free on his Team account with five seats.

      We are working to resolve the issue, and the bug has already been reported. We ask that the customer please cooperate with the personnel during calls/chats.

      SRIZVI - ADB-27624887-H1G9

    • Initial Complaint

      Date:12/23/2022

      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 CREATIVE CLOUD I canceled my subscription in April 2022. Then they asked do you still want the subscription with credit? I said nope just cancel it. Next thing you know they have been charging me in my discover card since April 2022. Each month **** and then another fee of *****. Ice canceled both more then once. Discover said they can't do anything that i need to contact adobe and cancel it. Well it's a racket they got going here. What do i do to resolve this mess?

      Business Response

      Date: 01/13/2023

      Apologies for the poor experience. We will directly reach out to the customer to assist on her email.

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

      Customer Answer

      Date: 01/14/2023



      This is part of the email i received from Adobe. I have only one account and now they are asking me for my card number. Is this legal? They want the first 8, and they last 4.

      Could you please help me with any other email address under which you have purchased any other subscription where you are getting billed for $9.99 and $15.99?

      If you do not have any other email address, then I would request you to please share the First 8 and Last 4 numbers of the card and the bill date so that I can locate the charges and help you with the cancellation and refund.


      Customer Answer

      Date: 01/21/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      They charged me again on January 12,2023 for *****.
      They resolved everything else, then this.

      Business Response

      Date: 01/27/2023

      The customer has confirmed to close this case as resolved, when explained that the amount reflected in her account is the refund, not the charges. She has also confirmed the transaction are the refunds.

      Adobe Case: ADB-********-C9Y0
      LASHARMA

    • Initial Complaint

      Date:12/21/2022

      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.
      In October 2022, I was using a pdf document and Adobe popped up a screen with an advertisement to upgrade. I did not wish to upgrade, but I must have clicked the wrong button because I was put on a 7-day trial. I would not have knowingly signed up for this. A couple of months went by and when I tried to open a PDF document I was asked to sign in to Adobe and I have never had to do that before, so I looked up my credit card and I noticed that I was charged twice, once in October and once in November for ****** each month. This was charged through PayPal and I do not know how that happened as I did not fill in any credit card information.
      I went online to cancel and was notified I would be charged a $99 cancellation fee. It took me THREE times on the phone to cancel this account and have the fee waived, and I finally found a supervisor to refund the two payments, but I have yet to see that reflected on my credit card.
      While it is my responsibility to be aware of my charges, I found Adobe's business practices very unprofessional and bordering on thievery. When on the phone with them, they kept interrupting me with more offers and the software took over my desktop and would not let me print or open any of my pdf's without first signing in to their site. Needless to say, I will be using a different pdf reader software from here on out, but I feel that these giant tech companies need to be held accountable in terms of their sneaky practices to get people to upgrade. And I wonder how may people are too busy to complain and Adobe gets away with receiving FREE money from people for mistakenly signing up for a free trial.

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 8, 2023/01/10) */
      Apologies for the poor experience. We have checked the customer subscribed to a 7-day trial of Acrobat Pro DC. By providing the payment information, the consumer receives a free trial of the product. This allows the subscription to continue without disruption at the end of the trial period. The consumer can cancel at any time during the trial period without charge. Moreover, the subscription also comes with an additional 14-day risk-free guarantee.
      Our subscription terms:- https://www.adobe.com/legal/subscription-terms.html.
      We understand that the support experience was less than adequate. Our team will assess the customer journey and derive measures to prevent issues of this nature in subsequent times. We also confirm that the plan is cancelled and the refund has been processed on the registered payment method.

      Adobe Case # ADB-*************
      HTYAGI

    • Initial Complaint

      Date:12/21/2022

      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.
      Purchsed 2 legal copies of Adobe Ilustrator CS6 which are documented and currenly show on my Adobe account page including the purchase date and serial numbers. This sofware was purchased directly from Adobe, not a third party so there should be no issue of it's authenticity. However, when installing the software I get an error "invalid serial number" so the software cannot be used. I paid for full licenses of this software and Adobe is not allowing me to use this software. I want to be able to activate the software or a full refund of both licenses. This puchase IS NOT a subcription service, it's an full license with unlimited use on 2 computers.

      Business Response

      Date: 01/23/2023

      Apologies for the poor experience. We will reach out to the customer directly and assist.
      ********************** Case # ADB-********-F8C0
      HTYAGI

    • Initial Complaint

      Date:12/20/2022

      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 a trial period with Adobe. On 21 Sept 2022 I cancelled the plan and I have an email from Adobe confirming cancellation of the plan. Three months later (December 2022) I started receiving charges for the plan again. I communicated with the business and they insist that I have an active plan even though I sent them the case number and email confirmation that the plan was cancelled. They refuse to cancel the plan or refund me for charges for the plan. I have reached out to my credit card company to dispute the charges.

      Business Response

      Date: 01/19/2023

      Business Response /* (1000, 5, 2022/12/29) */
      Hi Team,

      Apologies for the poor experience. We understand that the support experience was less than adequate.

      We have processed the refund of last 4 months which will be credited in the account within next 5-7 business days.

      Total Refund: USD 79.96

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

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

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