We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:11/29/2022

      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.
      Adobe has been double charging my credit cards for over 6 months. I switched over my billing from a personal card to a business card. Adobe decided to charge both cards from that point forward. On top of that, when I called to cancel 3 month ago they advised the charges would be put on "hold". Surprise surprise, they continued to charge both cards. When I called about the duplicate charges and charging while on hold. They could not provide a reason or help to resolve. It took three weeks and multiple reps for them to provide a solution. The solution was for me to call my ******************* to dispute the fraudulent charges. I will not being doing business with this company and advise everybody to stay away from them and there fraudulent billing practices.

      Business Response

      Date: 12/20/2022

      Apologies for the poor experience. We understand that the support experience was less than adequate. We will assess the customer journey and derive measures to prevent issues of this nature in subsequent times.
      Understanding the customer's concern, we have refunded 6 months charges as an exception and the credit will be processed on the same payment method in 5 to 7 days.

      Adobe Case# ADB-********-R7Y4
      HTYAGI

    • Initial Complaint

      Date:11/28/2022

      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 started an adobe acrobat trial on 10/10/2022. I called about an hour later ON THE SAME DAY and canceled the trial since the software would not do what I needed it to do. The support person said "no problem". I've been billed twice ****** x 2 and since they did not cancel when I requsted the cancelation I'm now 'under contract' that says I will pay a *** cancelation fee. I want everything back, the **** an apology and a promise to never bill my paypal account ever again. I want to get as far away from adobe systems as possible. They do not treat their users as customers, they trap them.

      Business Response

      Date: 12/14/2022

      Business Response /* (1000, 5, 2022/12/07) */
      Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.

      Adobe Case: *************************


      Consumer Response /* (2000, 8, 2022/12/13) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I am overjoyed for how the *** has a strong mediation process. It led to immediate action from Adobe to rectify the issues. Refunds are complete and I commend Adobe for acting quickly to solve the problem.

      I wish I didn't have to utilize *** for such situations, but I'm eternally grateful for positive impact you provide. Thank you!

    • Initial Complaint

      Date:11/28/2022

      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 cancelled my adobe stock and adobe creative cloud services on November 14. The email clearly states the following "We've processed your cancellation request. Your Adobe Stock subscription will end on 08-December-2022 (PT).". I had 19 available unused assets prior to my cancellation in which I paid for but had not yet used. These assets that were already paid for were taken from me and I was not refunded for them although the email clearly states my service would end on December 8 (today is November 28). I've attached supporting photos that shows me logged into my account and 19 available assets. I also attached proof that my service is still supposed to be active until December 8, 2022.If my 19 assets are not restored, I want a full two month refund that I paid for the unused assets.

      Business Response

      Date: 12/15/2022

      Hi Team,

      We will reach out to the customer.

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

      Customer Answer

      Date: 12/27/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)
      Refund given

    • Initial Complaint

      Date:11/22/2022

      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.
      This business has refused to refund charges to my card that were unauthorized. I have spoken with them several times regarding the unauthorized charges and the business is refusing to pay charges back that were previously charged to my card stating that it is not in their policy to do so even though I have contacted them multiple times asking them to stop charging my card.
      They have charged my card in the amount of 15.89 ten times over the past year. The representative advised that she is able to see that I called regarding the issue and that the previous representative did not complete the cancellation and refund properly but they are still not able to refund my card for the previous charges. They have only agreed to refund 2 charges although there has been 10 charges to my card.

      Business Response

      Date: 12/13/2022

      Business Response /* (1000, 5, 2022/12/06) */
      Apologies for the poor experience. We understand that the customer contacted support & was able to cancel the subscription with 2 month's refund. As per Terms and conditions ***************************************************** there is no refund after 14 days of initial order. However, we have initiated the refund for 13 more months as a goodwill gesture. The credit of $206.57 ($15.89*13) will be processed within 5-7 business days to the same payment method.


      Adobe Case: **************************


      Consumer Response /* (2000, 7, 2022/12/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/22/2022

      Type:Customer Service 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 have been sent in circles with Adobe Customer Service (3 different representatives so far) refusing to assist me in cancelling a year long contract that I never signed up for. They inform me that in order to cancel the contract, I must pay a cancellation fee. I never chose to sign up for this 1 year contract in the first place, and I would have to pay a penalty for trying to cancel it? It is most frustrating. I have now turned to BBB in hopes to get this resolved, since Adobe customer service continues to put me off from representative to representative with no resolution.

      More information: I signed up for a 1 week trial that I recall I cancelled on October 19, 2022 prior to a deadline of further charge. I found that Adobe has still charged me 2 monthly payments (October & November) of $10 for their service I am not even using. If I cancel the yearly contract on my own, it will charge me an early cancellation fee of $49.95.

      At this point, all I request is that the year contract be cancelled on my account and I am NOT charged the $49.95. On the plus side, if I could also get back my October and November $20 back total, that will also make amends well with me!

      Business Response

      Date: 12/07/2022

      Consumer Response /* (2000, 6, 2022/12/03) */
      case closed. company granted my request.

    • Initial Complaint

      Date:11/21/2022

      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 was offered a free trial and cancelled within the trial, but am still being charged for the services on my credit card. Now they are saying I will be charged $89.99 for I don't know what. Please refund my account. I did not sign up for a subscription, only the free trial in which I should not have been charged.

      Business Response

      Date: 12/06/2022

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

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

      Customer Answer

      Date: 12/16/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)
      I have received a full refund. Thank you.

    • Initial Complaint

      Date:11/19/2022

      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 contacted Adobe several times about a recurring charge on my paypal. I tried to get whatever account I'm paying for cancelled because I already have an adobe subscription I pay for monthly. However, Adobe continues to take money from my account.

      Business Response

      Date: 11/23/2022

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

      Adobe Case: ADB-********-X6P5
      SRIZVI

      Customer Answer

      Date: 12/01/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      No, there isn't an active subscription for it now, because I cancelled it through Paypal. However, the money was still deducted from my account on 2 separate occasions. As well as the 8 other times in the month of October Adobe attempted to charge my account. I had to unlink all my debit cards and remove all money from Paypal to avoid any further charges. I contacted Adobe several times but received no resolution. ****** has denied my dispute on these charges, and I was required to handle it directly with Adobe. Due to lack of resolution through Adobe customer service I had to file this complaint. If I could cancel my other subscription without having to pay for the entire year to do so I would. I've been trying to get away from Adobe for a couple of years now and they won't let me out. I'm being forced to maintain an active subscription, and this isn't the 1st time I've had billing issues with Adobe. Due to time, I've never been able to address these concerns prior. The screenshot provided with this response shows the money being deducted from my paypal. The other screenshots show the multiple attempts Adobe made to charge my account. My current, active and correct account is under the email address ************************ which I pay for with another account. Thank you.
      See Attachment/File: Screenshot 2022-12-01 ******

      Business Response

      Date: 12/07/2022

      The customer purchased an annual Photoshop subscription with monthly billing on July 31, 2022, following a seven-day trial. The subscription continued to bill on a monthly basis since it was not terminated within 7 days of the trial and further within 14 days of the invoicing even after an email. This was also communicated earlier through an email. The subscription has already been cancelled by the user, as a gesture of goodwill, we have additionally issued a refund for USD ***** using the same payment method. The money will be deposited into the customer's account within 5 to 7 ********************** days.

      The customer has another membership for ********************** Express, a monthly subscription, active under the same email address. Please confirm if you wish to continue this service

      Case ADB-********-X6P5
      SRIZVI

    • Initial Complaint

      Date:11/19/2022

      Type:Customer Service 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 subscribed to adobe *** services quite a while back and the service never worked for me, so i cancelled it. Or so i thought, they charged me several more times, and I attempted to cancel several more times, but they forced this 2 free month deal on me. They still charged me, so I demanded they delete my account, they ignored me and told me they gave me "free" service. I again contacted them the other day to demand they stop charging me and they fully ignored me. I have screenshots of that. They continue to try to charge my account for a service that I have never actually used. I have even asked my bank to block them and they still somehow manage to attempt to steal my money. I just want them to delete all my information and leave me alone. I have not contacted a lawyer as of yet because thankfully since I have no money, they havent been able to actually steal any more. I am at my wits end, they got several months of money from me for a service that I attempted to make work for about a week and couldnt. I may have forgot to cancel my account for those months but the last one was theft.

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 5, 2022/11/24) */
      Apologies for the poor experience. We understand that the support experience was less than adequate.

      We have canceled the membership from the system along with a refund of USD 44.97 which will be processed within next 5-7 business days.

      Case#******************
      **********


      Consumer Response /* (2000, 7, 2022/11/29) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They finally accomplished what I had asked for.

    • Initial Complaint

      Date:11/18/2022

      Type:Customer Service 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 *************** from Adobe in good faith a number of years ago. My email address has changed and I cannot get logged into Adobe.com as the installation requires. My software key was accepted as legitimate. I called their support - had to get their phone number off the internet since I couldn't find it on their website - after finding their online support requires logging in, which I could not do. Sad. No they tell me they have no record of my purchase or my account which was registered for my previous business. They have stolen this software from me by expunging my account and purchase information.

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/12/01) */
      Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.

      Adobe Case: *****************
      ******


      Consumer Response /* (3000, 7, 2022/12/06) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have received no direct response from Adobe.


      Business Response /* (4000, 16, 2022/12/26) */
      The customer's registered email address, which also happens to be his work ID and phone number, has been tried on multiple occasions by our technical support team without success. He is no longer employed by the firm, as we learned through the company's response. We are attempting to contact the client using alternative contact information we received from he the customer.


      Consumer Response /* (2000, 18, 2023/01/04) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/16/2022

      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 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 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. (see attached screenshots).

      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 50% of the remaining cost of the annual subscription.

      This is a highly non-standard pricing structure for consumer software subscriptions and should be clearly disclosed to all consumers when signing up for the service. In addition, the consumer should retain access to the software for the duration of the term for which they have paid, not just the end of the current billing month.

      The only mention of the early cancellation policy is listed at the very bottom (well below the fold) of "Subscription and Cancellation Terms" which are merely hyperlinked to from the final subscription page (also attached). This is nowhere near sufficient disclosure of the fees that a consumer will be subject to.

      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 (OR I would like Adobe to remove the early cancellation fee)

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/12/01) */
      Hi Team,

      We will reach out to the customer.

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


      Consumer Response /* (2000, 7, 2022/12/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Business has fully refunded all fees

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.