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 Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

• 

  Adobe Systems Inc

  41700 Vaquero Ct Fremont, CA 94539-3914

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:12/19/2022

  Type:Service or Repair 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 have transferred my license of the product of Adobe Acrobat 2020 to a new PC. But it does not work on my new PC. I went to the chat and they just closed my account when I started explaining the issue. There is no support from adobe and ran in circles.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 8, 2023/01/10) */
  Apologies for the delay in response and for the poor experience. We will directly reach out to the customer to assist.
  
  Adobe Case: **************************

• Initial Complaint

  Date:12/19/2022

  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 signed up for a free trial for acrobat pro in sept 2022 and cancelled before the free trial expired on October 1st 2022.
  
  I noticed late November 2022 that Adobe has been charging 21.24 for October, 21.24 for November, and eventually another 21.24 Dec X XXXX.
  
  Initially I thought Adobe just forgot to cancel my account because I looked through it and it says everything is cancelled so I filed for a billing dispute with my bank.
  
  A few weeks passed, and my dispute was deemed "responsible by customer" since adobe provided a billing statement with my name, zip code, and a totally different order number.
  
  I called adobe and found out that someone else got hold of my information and opened a different account which is what has been charging my credit card for Oct, Nov, and Dec 2022. And only recently cancelled the account on Dec 4, 2022. Adobe gave us a ticket number **************** but told us to work with our bank for the refund.
  
  My dispute with the bank has all been charged back to me and it has been a nightmare getting it resolved.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/31) */
  Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.
  
  Adobe Case: **************************

• Initial Complaint

  Date:12/11/2022

  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 bought Adobe Photoshop about five or six months ago( I think that is right). I called them several times for assistance. I called late one night and the customer service rep said he was going to cancel what was on my screen. I do not know very much about PS and assumed he would be able to pull up my work after he canceled. But it turned out that all my hard work was gone. It was 1 am and I had a huge amount of work to do besides the PS work. I got upset, nothing crazy or yelling or anything like that. He showed no remorse. Strangely, a couple of days later I got a call from a women at 9pm who was from photoshop and they gave me a month of free services. I thought that was awesome and responsible. But a week or so later when I called them for support they would not answer my call. I have tried several times since and I think they blocked my calls. I pay ****** a month for this service and really need customer service help....I hope you can resolve this and that the magnitude of their business won't be a problem... If they felt I was calling to much maybe we can put parameters around how much I call. Hope to work this out...It didn't seem like I was misusing the service...

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 8, 2023/01/04) */
  Apologies for the poor experience. Our records indicate the customer was able to contact support and their issue was resolved.
  
  Adobe Case #******************
  ******

• Initial Complaint

  Date:12/10/2022

  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.

  Was unaware I was paying monthly for a ********* plan I never used, with an email I haven't had access to for months. Tried to contact business through the chat to get it rectified and the representative left the conversation without refund or assistance.

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 8, 2023/01/02) */
  Apologies for the poor experience and for the delay. We will directly reach out to the customer to assist on his email.
  
  Adobe Case: *****************
  ********
  
  
  Consumer Response /* (2000, 10, 2023/01/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/09/2022

  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.

  adobe is notorious for charging to cancel their services. with that in mind I had the forethought to screenshot the agreement page. it clearly shows that if cancelled by 12/16/2022 you would be fully refunded and pay no fees. after having to perform a google search for Corp headquarters to get a phone number ( not available through the Adobe website) I called.
  1st person said "what's wrong" I briefly said I had wanted to cancel and that their system was refusing to provide me with a billing statement. after a few minutes of back and forth I was told "we have a dedicated cancellation team, please hold".
  Person 2: "we cannot refund you and there is a cancellation fee". I explained she was wrong and i could prove it. i was told "company policy" says to charge cancellation fees. I informed her I would simply provide my information to the credit card company and Visa would take the money back. "please hold, i have to transfer you to a manager"
  Person 3: "yes, I understand, i will refund you immediately" . I then asked why I had to talk to 3 people to get a contractually required cancellation and refund. I was told "I cant really answer that". I informed him that it comes across as deliberately frustrating hoping people will give up.
  online cancellation auto bills fees even if within the free cancellation period. people do not typically have the proof, so everyone gets ripped off.
  it makes me wonder how many 10s of thousands on people have paid illegal fees? sounds like someone should look into it.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 8, 2023/01/04) */
  Apologies for the poor experience. We understand that customer's support experience was less than adequate. We will assess the customer journey and derive measures to prevent issues of this nature in subsequent times. Also a feedback will be shared with the support staff who handled the request.
  
  Adobe Case #******************
  ******

• Initial Complaint

  Date:12/07/2022

  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 signed up for what I thought was an monthly subscription to Adobe Stock photo. The price quoted was ******* After a couple of months, when I attempted to cancel the service, I was informed that I would have to pay an early cancellation fee of ******* since the plan I signed up for was actually an annual plan. However, nowhere on the pricing page was the early cancellation fee disclosed or discussed. In addition, Adobe informed me that I would lose access to the software service at the end of the current billing period even though I was being forced to pay for *** of the remaining cost of the annual subscription.
  My requested resolution: - I would like the full amount of all fees associated with the service refunded to me - I would like Adobe to update their pricing and/or checkout pages to clearly disclose to customers that a fee will apply if they cancel before the 1 year term. Ultimately, I would like to see Adobe reprimanded for emplacing such unscrupulous business tactics.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/29) */
  Apologies for the poor experience. We will help the customer with their concern however, we are not able to trace any subscription under the given yahoo email. We request the customer to share their Adobe id. We will also send an email to the customer to notify the same.
  
  Adobe Case#*****************
  ******

• Initial Complaint

  Date:12/05/2022

  Type:Order 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've been trying to cancel my $30 per month Adobe Stock subscription account for well over a year, maybe closer to two or three years in total.
  
  Every time I go to cancel, they attempted to charge a cancelation fee that was close to $100.
  In addition to charging a crazy cancellation fee, they also do not allow you to use the extra assets you've accumulated from paying their $30 per month subscription service.
  Also, I do not recall ever agreeing to be locked in to an one plus year contract in which they'd charge me money to cancel, as well as remove my access to the accumulated assets I still should have access to because I did not use those assets.
  
  Essentially, I receive 10 assets per month. I currently have over 90 assets that I have not used.
  
  They keep you trapped in their little subscription model because it's more expensive to cancel and you lose all of your unused asset credit.
  
  Not only have are they charging a cancellation fee of close to $100, you lose ALL of your unused asset credit... even though I've seemingly technically paid for them.
  
  How they continue to keep you trapped in their subscription model is when you go to cancel, they threaten to charge you nearly $100 just to cancel, and you'll lose your unused assets.
  
  THEN. They'll offer you a few free months and/or they lower your monthly bill from $30 to $20 for a few months.
  
  I just got done talking to live chat and then their supervisor.
  
  They said they'd give me another free three months, but, I still have to be locked into their subscription model.
  
  I asked for 9 free months and then to auto cancel because I essentially have 9 months of unused assets.
  
  This free 3 months is not enough time for me to use 90 assets, but I was willing to settle for 6 months instead of 9.
  
  Long story short, I just said cancel CANCEL CANCEL. Never ever coming back! I'll never recommend this company to anyone I care about.
  
  I'd like to be compensated for any an all of the unused assets that they'll delete, that I paid.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/02) */
  Apologies for the poor experience and for the delay. We will directly reach out to the customer to assist on his email because from the email which customer has contacted has no Adobe subscription.
  
  Adobe Case: *****************
  ********

• Initial Complaint

  Date:12/05/2022

  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.

  The company automatically renewed a one year contract without my consent. The contract they signed me up for cannot be cancelled without buying out the contract (I did not sign up for or consent to automatic renewal)

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/26) */
  Apologies for the poor experience. We will directly reach out to the customer to assist on the email.
  
  Adobe Case: *****************
  ********

• Initial Complaint

  Date:12/05/2022

  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 purchased Adobe Lightroom years ago (I believe at BestBuy) and received a card with a redemption code. I have retained the card with the redemption code and have registered the product on Adobe's site. Over the years I have changed computers and a reinstalled the product using the redemption code and serial number. Unfortunately, I purchased a new computer in 2022 and wanted to reinstall Adobe Lightroom but was unable to because Lightroom Classic was no longer available for download. I contacted Adobe to see if I could get a link to download Adobe Lightroom Classic but they just sent me back to the same page where it says the download is no longer available. I contacted them again and they have told me that I must pay for a Creative Cloud subscription in order to access Lightroom and use it. When I made my one-time purchase of Lightroom Classic I was under the understanding that I would be able to use this product as long as I like. I would like for Adobe to give me access to Lightroom; either a classic version that will work with my current operating system (Mac OS Monterrey ****) and continue to work with upgrades or give me a Creative Cloud Subscription with Lightroom (no extra charge).

  Business Response

  Date: 12/29/2022

  Hi Team,
  
  We will reach out to the cusotmer.
  
  CASE# ADB-********-R7C9
  (NIKHSHAR)

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Adobe reached out to me on December 29, 2022 to inform me that the best offer they can make is 6 months free of Creative Cloud with the Lightroom + Photoshop (Photography) package. This solution does not meet the desired result. I would like to have access to Lightroom, free of charge, without having to downgrade my operating system. I have made them aware of this and await their response.

  Business Response

  Date: 01/20/2023

  Hi Team,
  
  We will reach out to the cusotmer for further assistance.
  
  CASE# ADB-********-R7C9
  (NIKHSHAR)

• Initial Complaint

  Date:11/30/2022

  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 have been charged mulitple times a month for Adobe services. In one week alone, I was charged over 3 times. I am ONLY supposed to be paying $14.99 a month, Adobe has been charging me an additional $24.99 a month, and starting in October, I started being charged an additional $19.99. I have reached out to Adobe NUMEROUS times! I have informed them of the erroneous charges AND I have reached out to them almost everyday, only to be given the runaround. The keep sending emails claiming that they are going to call me at a specific time that THEY choose - they never ask me what will be a good time AND they have only called ONCE! I missed the call and immediately called back, only to be given the run around again and told that I would get an email with a time that Adobe would call me. To date, Adobe continues to charge me for no reason whatsoever, as well as not refund the money that they stole. I would like for them to stop playing this ridiculous game, STOP OVERCHARGING ME, and refund the money that they stole. There is no reason, whatsoever, for Adobe to play these game!

  Business Response

  Date: 12/19/2022

  Apologies for the poor experience. We can see that the complete refund of $334.84 is already processed on 2/12/2002. We will directly reach out to the customer to assist on her email explaining in detail and for any further assistance.
  
  Adobe Case: ADB-********-P3T0
  LASHARMA