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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/06/2022

      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.
      company charge my paypal account for software that I used on a trial basis but immediately cancel upon seeing that it was not something that I could use was still charged by said company were the amount of$21.26 On September 28th exactly Seven days after said trial was to begin I clean to a trial on same day of starting so this was done in error the name requesting that the company the company cannot charge me again And then I be issued a full refund refund to method of payment used it takes me in this case would be a refund to my paypal account at this email address: ******************

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 9, 2022/10/27) */
      Apologies for the poor experience. We reviewed the customer's account and issued a refund for the last amount billed to the customer for USD 21.26. The amount will be credited to the same payment method in 5 - 7 business days.

      Adobe Case *****************

      *******

    • Initial Complaint

      Date:10/01/2022

      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.
      - ******
      user
      Adobe, Inc.
      Sep 29.Order Placed
      - ******
      user
      Adobe, Inc.
      Sep 28.Order Placed
      - ******
      user
      Adobe, Inc.
      Sep 27.Order Placed
      - ******

      Business Response

      Date: 10/18/2022

      Business Response /* (1000, 5, 2022/10/16) */
      Apologies for the poor experience. Our records indicate that there was a subcription in suspended state which was found on different email address. As that plan was not canceled, hence, the system tried to collect payments; however, all payments were declined.

      We have canceled the membership and informed the customer through email. Kindly share the update with the customer that the unknown membership now stands as canceled and no charges were occurred.

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


      Consumer Response /* (2000, 7, 2022/10/18) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      This is fine.No charge is what I wanted to see. If I COULD AFFORD this product would have been ok but ***********

    • Initial Complaint

      Date:10/01/2022

      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.
      I would like to file a complaint in regards to a matter mishandled by Adobe customer service. I am a post secondary student who subscribed to the "free trial" of Adobe Stock for students because it was advertised through my university. After the trial period ended, I decided I wanted to cancel the subscription. I was shocked to find out that customers cannot cancel it themselves online. After almost an hour on the phone with the customer service department, the employee I spoke to refused to cancel my membership without attempting to get me to consent to a **** early cancelation fee. The employee kept trying to upsell the subscription by telling me that I would not get charged the early cancelation fee if I canceled at the end of the year. I explained to the employee that I did not want to continue the subscription as I was being billed ****** monthly and that the total cost of paying that over the next 3 months would be more expensive than the early cancelation fee. He continued to argue and kept asking for me to consent to the early cancelation fee. He insisted that it was part of the company's Terms and Conditions. If this were true, he would have already had the authority to bill me for the cancelation fee without needing my verbal consent. It was clear to me that he was attempting to coerce me into consenting to an additional payment. I did not and do not consent to any further billing from Adobe. As I explained to the employee, I work for a chartered bank. If the subscription is not cancelled immediately, I will be putting a stop payment on my account to prevent any further charges. I refuse to support a company that demonstrates predatory business practices.

      Business Response

      Date: 10/14/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Apologies for the poor experience. We found that the customer subscribed to a 30 days trial for Adobe Stock - 25 credits a month on 01 May 2022. Post 30 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 & was not able to cancel the subscription. Hence, we have terminated their plan without any fee and initiated a refund of last 3 transactions as a goodwill gesture. The credit of CAD 207.87 will be processed within 5-7 business days to the same payment method.

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


      Consumer Response /* (2000, 7, 2022/10/13) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for your prompt resolution of this matter.

    • Initial Complaint

      Date:09/28/2022

      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 requested to change the credit card ***************** that was just charged about an hour ago and the chat represntative, Chetan, said he is unable to change my credit card. Instead, he issued 2 free additional months but that was not the resolution I was asking for.
      The account page doesn't even display any billing history anywhere and only displays the invoice as attached.

      Order# ****************

      Business Response

      Date: 10/12/2022

      Consumer Response /* (2000, 6, 2022/10/09) */
      This case has been solved. Thank you for contacting me.

    • Initial Complaint

      Date:09/22/2022

      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 signed up for a monthly subscription to Adobe Acrobat Pro and what I thought was Adobe Photoshop for my own personal use.. There was a prompt to get a free trial to Adobe Stock Images which I forgot to cancel the free trial. I thought it was a month to month plan like Pro, however, I am committed to an annual plan for Adobe Stock and Creative Cloud All Apps 100GB. Creative Cloud All Apps 100GB. includes Adobe Acrobat Pro so I was getting charged multiple times for Pro. There are exorbitant fees to cancel now. I haven't used stock images. I did use Photo Shop, but no longer need it nor do I need any of the apps on Creative Cloud All Apps as I am not a business owner or content creator. The sign up process was very misleading and borders on unscrupulous. They do not make it clear that you cannot cancel at anytime without exorbitant fees. I have been charged $29.99 a month in July, Aug and Sept for Adobe stock. I have been charged $14.99 a month for Acrobat Pro from June to Sept which I am fine with as this plan was "as advertised" and I was able to cancel it. I have been charged US$54.99 a month from June to Sept for Creative Cloud All Apps (not using any of the services except Photoshop and double paying for Pro) I cannot afford these fees. Adobe's business practices are taking advantage of the ordinary consumer. I want Adobe to cancel all plans effective immediately with no additional fees. They also should revise the way they do business. In this current economic environment, it's hurting the everyday person that tries to use their service. I need help please.

      Business Response

      Date: 10/06/2022

      Business Response /* (1000, 5, 2022/10/04) */
      Apologies for the poor experience. We found that the customer subscribed to a 30 days trial for Adobe Stock and also had Acrobat Pro DC and Creative Cloud All apps. We understand that the customer forgot to cancel Adobe Stock within the trial period and got charged so he contacted support & the agent helped in cancelling Acrobat Pro DC without any fee and applied 3 free months offer on Adobe Stock and Creative Cloud All apps. However customer does not want to use any of them hence, we have terminated both the plans without any fee and initiated the full refund of $309.93 ($29.99*3 for Adobe Stock and $54.99*4 for Creative Cloud All apps) as a goodwill gesture. The credit of $309.93 will be processed within 5-7 business days to the same payment method.

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


      Consumer Response /* (2000, 7, 2022/10/05) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you! I appreciate the help and understanding. I think you've gone above and beyond my expectations.

    • Initial Complaint

      Date:09/21/2022

      Type:Service or Repair 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 am a student at a University and Adobe, Inc supposedly provides a "deal" for students for an introduction into some of Adobe's software. I thought I would like to try these software programs. They supposedly offered support. When I had a moment to look at what was offered, I found it overwhelming as they said there were 62 software programs. Although I was not asked to verify any downloads, apparently their program Photoshop downloaded on the computer I was on which was not my computer. through an unfriendly systematic customer service, I eventually got a person and the person said it was my mistake and offered no help. Realizing that without support, I was paying for nothing, I said if you cannot support me then we need to cancel our agreement as the agreement offered me support. I was left to my own devices to find where I cancelled and again, through no person, was told I would be charged $110 for cancelling early. The thing is that Adobe, Inc breached the contract by offering no support. If Adobe, Inc had supported me, I would be looking into their product further. If a company has a product and is unwilling to support it, it can't be much of a product. Adobe, inc misrepresented their service and sold it like they were doing students a big deal. All I want from Adobe, Inc is to cancel my subscription without penalty for taking a chance with them and without scamming me for money because they cannot keep an agreement. Today's date is 9/21/22. Do not charge me because you failed your end.

      Business Response

      Date: 10/10/2022

      Business Response /* (1000, 5, 2022/10/07) */
      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 canceled their plans without any termination charges and refunded the last charge as an exception. The credit will be processed on the same payment method in 5 to 7 days.
      Adobe Case :******************
      ******


      Consumer Response /* (2000, 7, 2022/10/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept this outcome as fair and appreciate their acknowledgement to do better. It is respectful of my experience. I would consider doing business with Adobe in the future.

    • Initial Complaint

      Date:09/19/2022

      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 had to call
      3 separate times to cancel
      monthly subscription. $14.99 a month for something i never used.

      Business Response

      Date: 10/17/2022

      Business Response /* (1000, 5, 2022/10/03) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on his email because from the email customer has made the complaint does not have any Adobe subscription.

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

    • Initial Complaint

      Date:09/18/2022

      Type:Order 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.
      Adobe advertises their ALL APPS package for which I pay a monthly subscription which is prorated annually with cancellation fees if you change your mind after the fact. Once you get in there and discover that you do not, in fact get ALL APPS, but instead get MOST APPS, are encouraged to "try" other restricted apps at an increased cost. So I'm citing the Consumer Fraud and Deceptive Business Practices Act in regards to bait and switch tactics, seeking information on how to deal with this. They ought to be forced to change the name to MOST APPS, or openly inform potential buyers that they will not, in fact, have access to ALL APPS unless they make post subscription purchases. I got this software to mess around with 3D design spaces, been waiting years for A) Adobe to release this software, and B) for me to be able to afford their ALL APPS package, only to find that, no, even after paying their increased fees, I still can't get to what I need without paying a premium and must also pay to leave the service which misrepresented itself in order to get my money in the first place. They have great software and don't need to lie in order to gain customers. Although when purchasing, there is a list that shows what you do and do not get, however, why would you scroll to check when it is titled ALL APPS package. and when looking under their list of apps it is listed under ALL APPS. Why then is it not included? They really need t rearrange their product descriptions to be clear and transparent. I can not believe this is an accident on their part. Who can make them change this deceptive practice? Please advise.

      Business Response

      Date: 10/10/2022

      Business Response /* (1000, 5, 2022/10/07) */
      Apologies for the poor experience. The ****************** Apps plan has 20+ ******** apps, including Adobe ************************************************************************** ************ apps are sold exclusively in the ************ plans and ************** is seprate.
      Licensees of the Higher Education ************** All Apps *** plan will receive an entitlement to the ************ apps at no additional cost : ****************************************

      However, we understand that customer's concern and their feedback is valuable for us. We have added 3 free months on customer's current plan as a goodwill and if they wish to cancel the plan, they may respond to this thread and we can cancel their plan without any termination charges.

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


      Consumer Response /* (2000, 7, 2022/10/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Well I'll sure take the 3 free months in this economy but I still think they should change the name from All Apps to Most Apps, or raise the price to include them all and keep the name. Adobe has the best products, in my opinion, and don't need to use bait and switch tactics to secure loyal customers.

    • Initial Complaint

      Date:09/18/2022

      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 had a charge from Adobe that appeared on my credit card bill. Other than possibly a trial use some time ago, I do not believe I signed up for any product or service from Adobe. I have attempted to cancel, but the online agent simply makes new offers for me to continue the subscription or substitute another one. I want (1) cancel my subscription; (2) not pay anything further; and (3) get a refund for any charges that have been billed.

      Business Response

      Date: 10/18/2022

      Business Response /* (1000, 5, 2022/10/06) */
      Apologies for the poor experience. We understand that the support experience was
      less than adequate.

      Our records indicates that the membership was canceled on 19th September 2022 and 2 refunds of USD 14.99 each were processed as a credit to the billing method updated in the account.

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

    • Initial Complaint

      Date:09/16/2022

      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 signed up for Adobe for $20.99 a month. When I signed up, there was no notification that if I cancel my subscription that I will be charged a cancellation fee and that I am under contract for a year. If that is the case, then this needs to be in bold writing when customers sign up...otherwise this is false advertising.

      Also, Adobe makes it very difficult to get in touch with a customer service agent. The virtual assist chat was not working properly. I believe that this is done on purpose to deter customers from complaining about the distasteful way that they do business. This needs to change.

      Also, I want to cancel my subscription asap without a fee. If your company clearly stated that I would be locked in for a year I never would have signed up

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/21) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on her email.

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

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

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