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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.
    • 346 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:09/15/2022

      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.
      see Attached document
      Click here to Get the File - use the Password: ********
      *****************************************************

      Business Response

      Date: 10/17/2022

      Business Response /* (1000, 8, 2022/09/30) */
      We will reach out to the customer directly and assist.

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

    • Initial Complaint

      Date:09/14/2022

      Type:Sales and Advertising 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.
      These ppl are contacting me via email with a fake invoice saying they are going to direct debit my account for $312.49 without my permission or me signing anything saying it was ok. I never gave my permission for them too email me! I want to stop now! This is the email they are using ******************
      The address used is on the invoice and the contact info.

      Business Response

      Date: 09/22/2022

      Business Response /* (1000, 5, 2022/09/20) */
      Apologies for the poor experience. Our initial research suggested that there is no Adobe account linked to the customer's name or email address. Also, the invoice attached by the customer does not belong to Adobe and we have not charged the customer's bank account. We suggest the customer to report this fraudulent invoice to his bank and do not respond to this Spam. Adobes' support contact number is
      **************.

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


      Consumer Response /* (3000, 7, 2022/09/21) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      ADOBE needs to do the research and file the fraudulent claim with their support system! I was contacted by them. I reported the fraudulent invoice to bbb as well as ADOBE you do something about these spammers contacting me. I don't want to be contacted further by ADOBE!

    • Initial Complaint

      Date:09/12/2022

      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.
      I signed up to use Adobe Pro for a month, for work purposes. I went to cancel my plan, when I was told I could cancel at anytime. What they did not make clear to tell me, or show me, is that I was signing a year contract. Now, Adobe Acrobat Pro is telling me I will have to pay $110 to cancel my services ahead of time. I never knowingly agreed to sign a year contract. Their words were misleading and false.

      Business Response

      Date: 10/05/2022

      Business Response /* (1000, 5, 2022/09/21) */
      Apologies for the poor experience. We understand that the support experience was
      less than adequate.

      Our record indicates that the membership is already canceled and the access to services will be terminated automatically on the next billing date 24th September 2022.

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

    • Initial Complaint

      Date:09/11/2022

      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.
      We signed up for a monthly subscription to Adobe Creative Cloud for summer interns at our workplace. The intention was to subscribe for 6 weeks and then cancel, as it was a short term position. There was a prompt to get Adobe Stock Images for free, which we accepted. We thought we were signing up for a month to month plan, but it turned out we committed to an annual plan for both and there would be large fees to cancel now. To my knowledge we haven't used stock images.

      I think the sign up process was obviously very misleading. We're not happy to be paying so much for an account that will not be used.

      I want Adobe to cancel all plans associated with [email protected] effective immediately on this date of September 11 with no additional fees beyond what we've already paid.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/09/16) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on his email.

      Adobe Case: ADB-*************
      ********


      Consumer Response /* (2000, 7, 2022/09/17) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Adobe was very prompt in addressing our concerns, and canceled our account as requested with a refund for Adobe Stock Images provided. We are grateful to them for seriously addressing our issues.

    • Initial Complaint

      Date:09/10/2022

      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.
      They have charged my ******: $19.99 w/o consent.

      They are not helpful (as in Adobe) - when asking for a refund via complaint.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/20) */
      Apologies for the poor experience. I can see the subscription was purchased under a different email address and was cancelled already. To assist the customer, the agent has already processed the refund of $19.99 as a gesture of goodwill. The customer must have received the refund in his ******.

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

    • Initial Complaint

      Date:09/08/2022

      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 created an adobe stock portfolio as a contributor and was making sales, of my stock images , I received notice that my account was suspended for my "account has appeared in the context of highly irregular sales activities, the account will remain blocked until further notice." So my account and payments won't be paid to me because I was making sales which they deemed to be highly irregular. I'm not sure what exactly they expect of me, I uploaded my portfolio of several thousand images and was making one or two sales a day and my work is high quality and desired. This is unacceptable to be treated this way.

      My email is *****************

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/20) */
      Apologies for the poor experience. We understand that the support experience was
      less than adequate.

      As per our discussion with our internal team it has been found that the account is unblocked and activated in our system.

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

    • Initial Complaint

      Date:09/07/2022

      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 subscribed to an Adobe service in 2019 even though I did not use the service more than a handful of times, I understood I was required to pay for the annual subscription. I have numerous times attempted to cancel this service through my account but it always showed a penalty charge for exiting early as it is 2022 I have fulfilled my annual obligation three times over especially for a service I do not use I feel I am simply donating money I don't have to Adobe. I attempted a live chat tonight to cancel my subscription without penalty. The customer service representative was rude, unfriendly and had zero empathy. I have never before faced such poor customer service. Adobe is a good brand and I would expect excellent customer service. My reasoning for wanting to cancel was not just because I don't use the service but also because I recently became a single mum and no longer have the disposable income for such non essential items, I have had to cancel all of our subscription services including pay tv. Trying to cancel this subscription has been ridiculously hard. While the monthly fee may seem insignificant to some people for me now it is a significant commitment that would be better spent going towards feeding, clothing and housing my children.

      Business Response

      Date: 10/05/2022

      Business Response /* (1000, 8, 2022/09/23) */
      Apologies for the poor experience. We understand that the support experience was
      less than adequate.

      We have termincated the membership without cancellation charges and as a one time exception processed a refund of last 12 months which will be processed within next 5-7 business days.

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

    • Initial Complaint

      Date:09/06/2022

      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.
      Adobe has illegally deducted $14,99 from account since may of this year. I canceled the free trial before the deadline. I canceled on the website, via numerous emails I received a call from an adobe representative at my employment regarding adobe, I informed him that I had already canceled the subscription and he insured me that it would be canceled and that I would not be charged , I my coworkers were witnesses to the conversation. Well the very next morning I was charged the first deduction and I have sent numerous messages and I have been trying every since to stop them from illegally taking my money every month.

      Business Response

      Date: 09/29/2022

      Business Response /* (1000, 5, 2022/09/15) */
      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 active subscription.

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

    • Initial Complaint

      Date:09/04/2022

      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 has been billing my credit card for 15 dollars a month for 3-4. When I went to cancel the service I was charged 75 dollars. This was egregious that they charged me so much money. I have had to change my credit card for all these charges. Please give me a refund

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 8, 2022/09/21) */
      Apologies for the poor experience. We found that the customer subscribed to Adobe Acrobat Pro DC trial. By providing the payment information, the consumer receives a free trial of the product. This allows the subscription to continue without disruption at the end of the trial period. The consumer can cancel at any time during the trial period without charge. Moreover, the subscription also comes with an additional 14-day risk-free guarantee.
      Our subscription terms :-*****************************************************

      We understand the customer's concern and we have initiated a refund of last 3 months charge along with the termination fee, as an exception. The credit will be processed on the same payment method in 5 to 7 days.

    • Initial Complaint

      Date:09/03/2022

      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.
      On 9/3/2022 I signed up for a free trial with Adobe. I was charged IMMEDIATELY on a product that does not work properly on the computer or as an app on my phone. After exhausting conversations about the trial. There was no reimbursement and they will not allow me to remove my payment information. The conversations with the agent was very discouraging as they kept asking the same questions over and over and remained in the mind frame that they didn't understand what I was requesting. Now, there are disputes with my bank as well as I have to cancel my credit card and the headache that goes along with that.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/09/15) */
      Apologies for the poor experience. We found that the customer subscribed to an annual plan, paid monthly for Illustrator on 03 Sep 2022. She got charged on the day 1 because she selected the normal plan instead of 7 days trial. We understand that the customer contacted support to cancel and stop the payment however the payment was processed from the bank which couldn't be stopped at Adobe's end. Hence, the agent cancelled her plan with the refund and she must have received the refund of $22.46 in her registered payment method.

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


      Consumer Response /* (2000, 7, 2022/09/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

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

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