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Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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

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    Customer Complaints Summary

    • 917 total complaints in the last 3 years.
    • 345 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • 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: *****************
      ******

    • Initial Complaint

      Date:10/17/2022

      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 purchased an annual subscription for Adobe Photoshop and Lightroom. However, the subscription was inadvertently applied to someone else who had previously been logged in on my laptop. I contacted support on October 5th to report the issue. I supplied all requested information including, my account information, the account information where the subscription was accidently applied, the redemption code provided and copies of my receipt showing payment. I was told the resolution may take 5 days but I would receive and email with a new redemption code.
      After the 5 days lapsed, I reached out again. This time I was told it may take 7 days to resolve. I waited 2 more days and reached out again. This time I was told I would receive an email within 24-48 hours with a new redemption code. The email never came, so I reached out again. I asked for this to be escalated to a supervisor who I spoke with. I was once again ensured I would receive an email within 24-48 hours this was on 10/13 and that email once again did not come.
      I have called, chatted, emailed multiple times about this issue and have not received a resolution. I spent countless hours waiting on hold, waiting for replies, being hung up on multiple times and I still do not have access to the subscription that is paid for. I explained that this has impacted my ability to do my work- but that has not expedited a resolution.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 9, 2022/11/04) */
      Apologies for the poor experience. We understand that the support was less than adequate.

      Our record indicates that a new redemption code is already applied on the account under the email ********************** on 17th October 2022 as an active membership for Photography Plan.

      This plan is an annual membership activated through a Redemption code valid for 1 year and the next billing date would be 17th October 2023.

      Case# *****************
      NIKHSHAR


      Consumer Response /* (2000, 11, 2022/11/04) */
      The issue was resolved

    • Initial Complaint

      Date:10/14/2022

      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 canceled my account #********** and haven't received my credit/refund. I am requesting my refund.

      Business Response

      Date: 11/16/2022

      Business Response /* (1000, 5, 2022/10/31) */
      Apologies for the poor experience. We found that the customer subscribed to a 7 days trial for Acrobat Standard DC on 01 Jun 2021. Post 7 days trial, there is a grace of 14 days and the customers can cancel their subscriptions and get their money back. We understand that the customer has already cancelled the subscription however unable to get refunds. Hence, we have initiated a the refund for last 16 months' transactions as a goodwill gesture. The credit of USD 207.84 will be processed within 5-7 business days to the same payment method.

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

    • Initial Complaint

      Date:10/14/2022

      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.
      This company is stealing my money. I have requested to cancel my subscription plan via live chat and via phone and the company hang up or ends the chat before canceling my plan. This is not a respectable business practice by forcing people to continue to pay every single month after requesting to cancel. How has this company been around for so long with such evil customer service practices

      Business Response

      Date: 11/16/2022

      Business Response /* (1000, 5, 2022/10/31) */
      Apologies for the poor experience. We understand that the customer contacted support & mentioned that the plans are expensive due to which he wants to cancel. Agents shared some money saving offers which could have helped customer in his savings and to continue with the services. Initially the chat was disconnected and one of the agents sent the follow up email as well.I can see the last agent has cancelled both the subscriptions without any fee as a goodwill gesture. Customers also have an option of self cancellation.

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

    • Initial Complaint

      Date:10/12/2022

      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.
      This is related to Adobe Stock (formerly Fotolia). I got an email a few months ago while I have been very very sick to not upload any duplicate files. I have not uploaded any images or duplicate images. Then suddenly my account was inactivated without any deadline or warning. All my photos of 17 years were deleted. After my account was inactivated, I was suddenly told for the first time that the notice I had received was for the files in my porfolio that were previously approved by Fotolia. Nobody ever told me that. They told me to clean up my unfinished files. I have sent so many emails and nobody is responding. I have been very ill and cannot keep sending emails everyday. I do not have the files from 17 years to upload again. They are telling me to upload them again. I am requesting that my photos be restored and I will delete the duplicates. Again there are no real duplicates - just similar images for the same subject.

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 5, 2022/10/18) */
      Apologies for the poor experience. We are communicating with our internal team about the customer's concern. We have received a similar request from the customer in past (BBB # ******) ad we will share our response directly with the customer.

      Adobe Case # *****************

      ******


      Business Response /* (-10, 7, 2022/10/25) */
      The concerned team has already responded to the customer earlier. We've looked into this customer's journey and interaction with Adobe regarding her uploads since November 2020 and discovered that the customer has been repeatedly failing to follow the guidelines & the terms of the Adobe Stock Contributor Agreement. We have continually advised the customer to not upload similar files, and as a rule, we deactivate accounts if the users do not change the pattern, even after the third reminder. We have been generous & gave the user 3-4 weeks of time to delete the files however the user failed to comply on multiple occasions.

    • Initial Complaint

      Date:10/12/2022

      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 using Adobe Acrobat 7.0 and it worked on my PC. But Adobe sent me something and made it unusable. They began to urge me to pay the subscription fee. The CD-R of the software doesn't say ANY of expiration date. I want to make my software USABLE again.

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 6, 2022/10/26) */
      Apologies for the poor experience. We will directly reach out to the customer to assist.

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

      ******


      Consumer Response /* (2000, 8, 2022/10/26) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They sent me the osftware and it worked. *** can close this case.

    • Initial Complaint

      Date:10/11/2022

      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 been charged for a subscription service (Adobe Creative Suite) that was wrongly suspended and have been left with no means to challenge their claim and yet they still continue to charge me fees for a service I have not been able to use for 3 months. To date it has been in excess of $150.00 or more. I had to close my current credit card account and open a new one to stop them from doing this again next month. After several calls and emails to the company, I have either received no response or have been disconnected. I have spend HOURS on this endeavor and have gotten nowhere with this company.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/21) */
      Apologies for the poor experience. We will directly reach out to the customer on his email to assist.

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

    • Initial Complaint

      Date:10/10/2022

      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 raised the rate of my annual Creative Cloud subscription without notifying me of the rate increase.

      - I cancelled my subscription within an hour of seeing the charge show up on my credit card (same day of renewal). I immediately asked for the charge to be reversed.

      - Adobe cancelled my service but has not provided a refund. I essentially was charged for a month with no service.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/20) */
      Apologies for the poor experience. We are communicating with our internal team about the customer's concern and we will share our response directly with the customer.

      Adobe Case #******************

      ******

    • Initial Complaint

      Date:10/07/2022

      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.
      So I attempted to resolve this myself but Adobe was unwilling to listen to what the actual issue was. I signed up for a 7 day free trial and cancelled the trial after 2 days. I lost access to the program immediately when I cancelled. Unfortunately I don't have screenshots or the cancellation email from back in March. I reviewed by bank statements and noticed I'd been charged every month for a program I couldn't access. When I contacted their customer support, I was told I wouldn't be refunded the money charged because it was my fault for not cancelling before the trial period and how much I used the program had no bearing on grounds for a refund. I admit I was wrong in having the wrong email but when I can't use a program on my computer because I don't have access because I cancelled the free trial I shouldn't still be getting charged for it or told I can't have a refund because they ******* up and didn't cancel the free trial when I did. I admit my language became quite foul out of frustration but they clearly were not listening to my issue or trying to resolve it - instead they tried to do everything they could to get more money from me. I just want the total of $160 they charged me refunded. I'm attaching a transcript of the chat conversation with customer service and a screenshot of the last message.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/21) */
      Apologies for the poor experience. We found that the customer subscribed to a 7 days trial for ************** on 21 Feb 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 was not able to cancel the subscription successfully due to which he was being billed every month as per his plan. Hence, we have terminated their plan and initiated a refund of all the 8 transactions as a goodwill gesture. The credit of $128 ($16*8) will be processed within 5-7 business days to the same payment method.

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

    • Initial Complaint

      Date:10/06/2022

      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.
      A program from said company offered a free trial on a program they provide that creates edits and views PDF files it was offered on a seven day free trial I had to supply my details in order to order set program I canceled set program immediate app for they're seeing that it was not something that I wanted Within minutes of purchase This company continuously tries to charge me questionably different amounts every day the main charge being $21.00 and change for exact pricing Please see attached screenshot of my email I would like the following as a resolution:
      The company discontinue charging my account account and any other account they may have tried to charge
      AND;
      Refund any money they made they may have collected from said accounts as the software has not been used since it was found that it was not useful to me, the first day I used it.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/20) */
      Hi Team,

      We will reach out to the customer for assistance.

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

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

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