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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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    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:10/31/2022

      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.
      My business, which closed a year ago (11/30/21) used Adobe Acrobat. When I was billed last Spring for the subscription, I called Adobe to cancel by subscription. They recognized our account, and that I was the business owner. However, the account had been opened by an employee (that I have lost contact with). Because I didn't know her Social Security number they refused to cancel the subscription. When I called the credit card company to stop the payment, they agreed; however Adobe must have twisted their arm, and they reinstated the charge on September 22.

      Business Response

      Date: 12/01/2022

      Business Response /* (1000, 5, 2022/11/16) */
      Please accept our apologies for the poor experience. We will contact the customer directly to offer assistance.

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

    • Initial Complaint

      Date:10/30/2022

      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 did a free trial and called to cancel in January. For some reason, no case number was generated on the account and the account was not cancelled. Please issue a refund to the product from January ->October and cancel my account.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/11/10) */
      Apologies for the poor experience. We found that the customer subscribed to a 7-day trial for Acrobat ****** on 29 Jan 2022. Post 7 days trial, there is a grace of 14 days where customer can cancel and get their money back. We understand that the customer contacted support to cancel the subscription without any fee and with the refund for all the months hence, on the same day, the supervisor has terminated the plan and initiated the refund for all the transactions as a goodwill gesture. The credit of $134.91 ($14.99*9 months) is already credited to the same payment method.

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


      Consumer Response /* (2000, 7, 2022/11/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/28/2022

      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.
      In July of 2022, I signed up for a free trial of adobe**** to make posters for a school I work at. The process didn't allow me to make the posters the way I needed and I spent the next 2 weeks trying to figure out another method to make them. When I went to go cancel they sent a pending cancellation fee to my bank. I hadn't even finished canceling yet. So I stopped that process and kept the subscription. When I had the time I went to try to find another way to cancel or adjust to a more affordable plan at least. I tried to figure out if that would start a new one year monthly plan. It wasn't clearly stating that a new 1 year subscription would start if you switch your plan, but since I already had experienced the deceptive way this worked. I went to customer support. They confirmed it does start a new 1 year plan with monthly payments and asked me if I wanted to pay upfront instead. When clicking the button saying I can't afford this, they offer a solution of looking for a cheaper plan. It is misleading, I feel like most would believe their annual date would stay the same and it wouldn't start a new subscription plan. It's a predatory business model they are using.

      Business Response

      Date: 11/28/2022

      Business Response /* (1000, 5, 2022/11/14) */
      Apologies for the poor experience. We will directly reach out to the customer to assist.

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


      Consumer Response /* (2000, 7, 2022/11/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you. I will accept the offer of termination of my membership with the cancellation fees waived and the reimbursement of payments made.

    • Initial Complaint

      Date:10/27/2022

      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.
      I have purchased Adobe Creative Cloud apps on Sep 19th for course assignments to work at home, because my institution only provides Adobe for student to use in campus computer labs. I purchased a student plan using my school account, the plan is $19.99/month, and when I purchased this plan, it didn't have any obvious warning saying that it is a annual plan that you have pay off monthly, and it also didn't have an obvious warning that tells you that there is gonna be cancellation fee applied if you cancel before the annual plan ends. You have to read through the terms and conditions thoroughly to get these information. When I was trying to cancel my student plan today, on Oct 26th, I found that I'm going to be charged $99.95 for cancelling early. This is a huge amount of money for a college student to pay, and even the plan itself, will increase the price after one year of subscription to $29.99. This is such a scam because in the purchasing process, Adobe didn't have any big signs of warning, the only few words that somewhat reflected the terms are small and not noticeable. And they are charging college students way too much per month.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/11/10) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on his email.

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

    • Initial Complaint

      Date:10/26/2022

      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.
      Unauthorized charges for software. Unable to contact Adobe to correct the issue as they do not provide any contact information by phone unless you pay for service.

      Business Response

      Date: 12/20/2022

      Business Response /* (1000, 5, 2022/11/10) */
      Apologies for the poor experience. Adobe's customer support number is ****************. Adobe never charge for any kind of support. We will directly reach out to the customer to assist on his email.

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


      Consumer Response /* (3000, 8, 2022/11/16) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Upon filing of the complaint with the****, the company did reach out to me. The company did reverse the charges to my credit card. However, the purpose of my reaching out to the company was to determine the validity of the charges in the event the purchases were authorized and to confirm that they were not the result of actions of unauthorized individuals. Review of family member emails and online access via those emails to the company accounts did not reveal any authorized subscriptions. Representatives who contacted me as a result of the**** complaint tried to be helpful but were reluctant provide account information as proof the charges were authorized. The representative was ultimately able to email the registered account owner so that we could determine the origin of the charges. Because I was not able to communicate with the company in a timely manner the credit card that the company charged to had to be canceled for security reasons.

      While my issue regarding the charges was resolved, the issue of the original complaint remains. The company does not provide a way for a consumer to contact the company to validate charges that company made to the consumers credit card unless the consumer is a customer. The statement that "Adobe never charges for any kind of support" is misleading. Unless you are a customer with a paid or trial account based on an email, a consumer is unable to get through by phone, email or online, to a company representative to discuss the origin of the charges. Absent the complaint to the****, the company would not provide access to company representative for a consumer to validate charges the company has made to the consumers credit card.




      Business Response /* (4000, 10, 2022/11/23) */
      Apologies for the poor experience. Adobe's customer support number is****************** Adobe never charge for any kind of support be even if the consumer is not a customer. Customer is looking for the account details which he was unable to verify. Due to Data Protection Policy we cannot disclose the account details unless the customer verifies he is the account holder, customer was also unable to verify the last 4 digits of the card registered with Adobe. We requested customer to share all the possible emails so that we can confirm which account he has however customer never wanted to share the emails from his end hence in order to support him the subscription was already cancelled to avoid any future charges.

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


      Consumer Response /* (4200, 12, 2022/11/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Adobe states that "customer was also unable to verify the last 4 digits of the card registered with Adobe" This statement is not true. I provided Adobe the last number of the credit card used. If you would like the email I can provide it.


      Business Response /* (4000, 14, 2022/11/30) */
      The customer was unable to verify the last 4 numbers of the card registered with Adobe. The last 4 numbers of the card shared by the customer were different from the card numbers registered with Adobe due to which we were unable to share any account related information. However, the issue is resolved as per customer's email.

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


      Consumer Response /* (4200, 16, 2022/12/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      For the record I did provide the last four number of the credit card Adobe charged. Please check the emails. As for the complaint Adobe still does not provide a way for a consumer who has had their credit card charged a way to contact Adobe to dispute the charge.


      Business Response /* (4000, 18, 2022/12/06) */
      Dear customer, let me share the information again. Yes, you provided the last 4 numbers of the credit card which was charged but those last 4 numbers of the credit card didn't match with the card numbers registered with Adobe on that account. Please find the Adobe's customer toll free support number -******************

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


      Consumer Response /* (4200, 20, 2022/12/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have provided additional written information to Adobe. The phone number they have provided does NOT give a consumer who has been charged by the company a option to communicate with a representative unless they have an email registered with them that was used for the charge.

      I would like the**** to call the number themselves and try to speak with someone about a credit charge charge that Adobe made. Without a registered email address with them you can not get through to inquire about the charge they made to your account.

    • Initial Complaint

      Date:10/24/2022

      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.
      On Monday, Oct 24, I reached out to Adobe over what appears to be an error.

      I've had the Adobe Creative Cloud All Apps ($52.99) for quite some time. I got Adobe Stock ($29.99) 6 months ago for a project I was working on at the time. I went in today to cancel since I was charged recently and it said I would have an "early cancellation charge" of $80 in order to do so. During the check out for Adobe Stock it was not clearly indicated that I would be locked down into a year contract with insane fees for "early termination". NOT ONLY THAT, but when I went in to see what options I had to make sure I wasn't overpaying for All Apps also, I saw that there is an option (that I have screenshots of) to ADD ADOBE STOCK (same plan) for only $7/month to my CURRENT PLAN. Mind you, there was NO OPTION PRESENTED when adding Adobe Stock previously, to switch to this plan. Which means over the last 6 months, I paid a total of $180 for Adobe Stock, instead of $42 if added to my current plan.

      While chatting with customer service about the issue, ***** said he could switch me to the Adobe All Apps + stock plan under a teacher/student discount. I informed him I'm not a teacher at an institution and then I asked why the separate charges for All Apps and Stock, which is more $. He said I didn't choose the option at checkout. I told him there was no option at checkout. So then he asked about the teacher thing AGAIN and again I said I wasn't. He then offered All Apps + Stock for $69.98 with 3 free months. AGAIN, I have a screenshot saying All Apps+Stock is $59.98 (NO TEACHER DISCOUNT). I asked for a supervisor. After several minutes, he asked for the organization in which I teach. I asked for a supervisor again. The supervisor read the chat and asked if I wanted All Apps + Stock for $69.98 with now 2 free months. What?? I told him I could literally get it right now for $59.98/mo on my end and my issue was two fold. 1 they're offering different prices for the same thing, 2 I'm out $138.

      Business Response

      Date: 11/23/2022

      Business Response /* (1000, 5, 2022/11/08) */
      Apologies for the poor experience. We will directly reach out to the customer to assist.

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

    • Initial Complaint

      Date:10/20/2022

      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.
      Problem
      PDFs appear and then disappear within secopnds: Whay? Can you resolve this please

      Business Response

      Date: 12/01/2022

      Business Response /* (1000, 8, 2022/11/10) */
      Apologies for the poor experience. We will directly reach out to the customer to assist.

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

    • Initial Complaint

      Date:10/20/2022

      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.
      Adobe Systems has, despite consulting their support saying no, a way to a valid license/serial or validate my ************************************************************* file to help me complete my reinstallation ******, as well as proof of my long-standing Adobe ID.

      I have copy of************* collection, as provided in my fees from my school****** in 2013.
      I used this installation without issues for years, until 2021 when the************* eventually failed. Upon acquiring a new replacement PC, attempt to reinstall**** results in saying invalid Serial, same with online tools.

      Support and Adobe have vested interest in having me to subscribe to their apps, and support can not escalate or further assist me with my old license.

      I would like a valid serial # provided from proof of my previously working installation, as well as my adobe ID. It is made difficult by design to continue to use their older but capable programs.

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 5, 2022/11/07) */
      Hi Team,

      We will reach out to the customer for assistance.

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

    • Initial Complaint

      Date:10/18/2022

      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.
      In the last week I have asked Adobe to cancel a payment that I made (I was told I had 14 days before it was non-refundable). The purchase of $239,88 was to purchase the softward, *********. Immediately after making the purchase online, I changed my mind.

      I have asked -- actually pleaded -- with Adobe to a) refund my purchase and b) cancel any other existing subscriptions I have with the company. Not only have they not refunded my money, their response has been to try to sell me other products.

      I want to get my money back and dissolve any relationship I have with this terrible company.

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 5, 2022/10/31) */
      Apologies for the poor experience. We found that the customer subscribed to a********** plan on 14 Oct 2022 and within 14 days customer can cancel either online or by contacting support and get their money back. We found that the customer contacted support to cancel all the subscriptions. Agents shared some money saving offers so that customer can continue with the service. However, all the subscriptions are cancelled and we have also initiated a full refund of the recent purchase.

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


      Consumer Response /* (2000, 7, 2022/11/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept because I got a refund, but the company is absolutely horrible at customer service. The worst I've experienced.

    • Initial Complaint

      Date:10/17/2022

      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 Systems has been billing I and my Wife's bank account February of 2020 and we have no way to cancel get our money back because any time we call we can't talk to a person and the automated system just sends us a link to cancel which won't work because when we enter our emails it says there is no active plan. We are owed $719.76 for this service we haven't used and aren't signed up for but are still being billed for.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/11/02) */
      Apologies for the poor experience. We will directly reach out to the customer to assist.

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

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

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