Complaints

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

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• 

  Adobe Systems, Inc.

  345 Park Ave San Jose, CA 95110-2704

• 

  Adobe

  10490 Little Patuxent Pkwy Ste 200 Columbia, MD 21044-4960

• 

  Adobe Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  Adobe Systems Inc

  601 Townsend St San Francisco, CA 94103-4907

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.

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received a confirmation email but they did not cancel my account and have continued to try and charge my bank account. My card on file has expired and they somehow found a different card that I never provided to them and attempted to charge that as well. I have spoken to 4 different agents all claiming to cancel my account but it has never happened.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/17) */
  Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled.
  
  We have also removed the billing instrument from our system associated with customer's account.
  
  Case# *****************
  **********

• Initial Complaint

  Date:08/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 free trial for Adobe acrobat. I canceled the subscription before the trial period was over. Then when I was charged ***** dollars I assumed it was a mistake on my end. At this point I canceled it again. Then, a month later, I had another charge from them, so I canceled again. Now, this month I have been charged again and at this point I know it was not my mistake to I chatted with customer support. They left the conversation when I told them I don't want to take 3 moths free instead of a refund. When I called customer service, they put me in hole for over 20 minutes and then hung up on me. When I called again the put me on hold for another 20 minutes and then let me know that if I didn't want to pay then an additional 26 dollars then I would have to keep paying each month. I wish I would have never tried their product. I have unknowingly spent entirely too much on it and they will not refund me. Even though I have not used their product. Now I am stuck owing money to a company because I wanted to try their product and used their free trial.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Apologies for the poor experience. We found that the customer subscribed to a 7 day trial of Adobe Acrobat Pro DC. 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. See our subscription terms :-****************************************************
  
  We understand customer's concern and as a one-time exception, we have processed a refund of all the monthly charges. The credit will be processed on the same payment method in 5 to 7 days. We will also go through the customer journey and share feedbacks with the staff who failed to provide necessary support.
  
  Adobe Case#*****************
  (HTYAGI)
  
  
  Consumer Response /* (2000, 7, 2022/09/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the refund, it makes up for everything that was lost. and I hope that going forward you will make it easier for customers to cancel their subscriptions. Thank you again for your assistance!

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had an adobe subscription for years now. Adobe has illegally ran a stock ad on their website stating users can try stock for free. Nowhere in the ad did it mention that you'd have to pay over **** to cancel a "free" trial. I've tried changing my debit card to prevent adobe from over charging me monthly for a product I can't even use because stock doesn't give you rights to use most of the stock content. Also illegal. None of this information was included in the ad. They also are somehow getting my new card information automatically even though I have not been updating this information. I would prefer a lawyer contact me about this because the adobe support staff were rude and told me I would just have to get over it.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled.
  
  Our records indicates that the membership was in use; as an exception we have processed of last 8 months. Refund will be processed within next 5-7 business days.
  
  Case#******************
  **********
  
  
  Consumer Response /* (2000, 7, 2022/09/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My complaint has been resolved. I am thankful for some reaching out to my case.

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 trying to cancel my Adobe account that i have. I got an adobe account for their adobe ****** and attempted to cancel it last month before my 7-day trial expired. I was charged ******* I went back onto the site and canceled it again and this morning I received an email telling me that adobe tried to take more money out of my account. I talked to an online chat agent ******* and all they wanted to do was get my phone number so some guy or girl can talk to me in order to cancel my service. This is what he said to me when i wanted to cancel my service.
  
  No worries *****, I am getting you why you are frustrated. I want you to help you more with the correct or best resolution. So that i am arraigning a call back for you and could you please help us with the below details so that we can contact to you as per your suitability.
  1.Time Zone:
  2. Suitable Time:
  3. Contact Number:
  
  Why do I need to talk to someone to cancel my plan. That is why i'm doing it through the chat service. I don't want to talk to anyone. I just want my service canceled.
  
  Then he responded to me with this statement
  
  *****, I can understand you are upset and I really want to help.
  
  If you want I can help you get Adobe******************* **** + tax with 90 days free credit on it . Please let me know if you wish you wish to get this offer as goodwill.
  
  Just cancel my account please.
  
  Please help and thank you,
  
  ***** *****

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Apologies for the poor experience. We found that the customer subscribed to a 7 days trial for Acrobat ****** on 14 July 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 & was not able to cancel the subscription because when customer mentioned about going to ********** then as per process agent was suppose to arrange call back from his supervisor. However, his subscription was cancelled without any fee and email was sent informing the same to the customer. We have also initiated the refund as a goodwill gesture. The credit of $14.99 will be processed within 5-7 business days to the same payment method.
  
  
  Adobe Case: *****************
  ********
  
  
  Consumer Response /* (2000, 7, 2022/09/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Pro to work with a PDF document for a new role I recently acquired. I signed up for a couple of months to use the software, given that it would be a short duration of time that I would require it. I planned on canceling it when I was done using it, but, what they did not advertise, is that they would charge me almost $80 for canceling the adobe subscription after a couple of months. They got my money for two months of service (July and August 2022), and I was happy to pay for the software. However, an ~$80 dollar cancelation fee is predatory, and the terms and conditions were not clearly explained. I would have never signed up for this service had I known this was possible.
  
  I want a refund for the egregious cancelation (almost **** fee.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Apologies for the poor experience. We found that the customer subscribed to a 7 day trial of Adobe Acrobat Pro DC. 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. See our subscription terms :-****************************************************
  
  We understand that customer was not aware of the terms and as a one-time exception, we have processed a refund of the early termination charge. The credit will be processed on the same payment method in 5 to 7 days.
  
  Adobe Case #******************
  (HTYAGI)

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 attempted to cancel my Adobe ************** account overt the last three days. The system would not allow for the cancellation giving me the error to contact customer service. Today I contacted customer service at **** ******* Standard time, then assigned to Rep ******, after asking ****** four separate time to cancel my account over a 30 minute period the rep did not cancel the account rather attempt to pressure me into another package. After my request were not meet I left.
  Hello, I'd be happy to help you today, let me first pull up your account information and access your details.
  I will assist you with the cancellation. May I know the reason for the cancellation?
  9:52 AM
  I am not using the account
  ******
  I understand, ***** . However, if you wish to continue, I can offer you a discounted price of US$19.99/month for the next year under educational plan and a free credit of 90 days on your subscription after the initial payment
  Also, you can utilize and explore all its features to its best for next 90 days without billing.
  no thank you
  ******
  I understand, let me check on the cancellation. Meanwhile, if you are interested in any other application/software, I can give it to you in a discounted price plus the 3 free months on that subscription. How does that sound to you? If you wish to use Photoshop then I will offer a discounted price of USD 9.99 /month for *********** plan. Will that work for you? Adobe ************************** plan includes Lightroom and Photoshop so you can easily edit, organize, store, share and transform your images. This package also includes 20GB of Cloud storage.
  Read Entire Message
  just would like the account cancelled, I am not interested in any other products
  ******
  This is one time offer and I would recommend you to take the advantage of this offer as it would help you to save big and explore more. Looks like you have stepped away. I will close this conversation for now.
  You are welcome to come back at

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled.
  
  Our records indicates that the membership was canceled by the agent on the same day after the conversation.
  
  Case# *****************
  **********

• Initial Complaint

  Date:08/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an account with adobe and now I can't cancel the monthly payments because it's showing I'm not an active customer. I can't even call to cancel because their phone help line is only for 'paying customers' every time I speak with someone over chat I'm disconnected or they stop responding entirely. I want to stop paying but they are making it impossible
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Apologies for the poor experience. We will directly reach out to the customer to assist on her email, to find the email address under which she have the subscription because from the email address customer has made the complaint does not have any active subscription.
  
  Adobe Case: *****************
  ********

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 service to edit paperwork. Once I signed up they started taking the monthly payments and I still am not able to edit the required paperwork. I have tried to cancel my plan but am now told I will need to pay a fee to do so. I do not care to pay for a product if it works, but they have failed to provide me with the product they sold. When I contacted them, the wanted to changed my plan to give me more cloud space not help resolve my issue.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled.
  
  We have already canceled the membership earlier without the cancellation charges; however, as an exception we have processed the refund of last 2 months. The refund will be processed in next 5-7 business days and the membership now stands as canceled with no further charges applicable.
  
  Case# *****************
  **********

• Initial Complaint

  Date:08/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 7.7.22, I connected with an Adobe representative with the title of Account Development Manager via the chat feature on the Adobe website. I inquired about an annual subscription for adobe captivate. The adobe rep confirmed that this option available and provided a quote. The adobe rep later requested my details for the purchase (name, address, organization, payment info). I provided this information and submitted payment (via my personal credit card). I asked that the account be set up using my personal email address as admin. I was told that I would have access to this cloud based product within 30 minutes of payment. 24hrs + passed with no access. I soon received an invoice that listed my employer (a college) as the customer and when I reached out to the adobe rep to express concerns, I was told "...since you're opting for the educational discount. We need the name of your college etc. to put in our records, it's just for the records the billing will be under your profile only." I never discussed, requested or agreed to an "educational discount." the adobe rep further clarified that I would have to accept the VIP Terms Agreement before I could access the product. When I pointed out that the Terms specifically states " This Agreement is entered into by and between Adobe and the customer identified in on-line enrollment to become a Member," and reiterated that I am not authorized to enter into any agreements on behalf of my employer, the rep agreed to issue a refund and set up a new account in my name. That email was on 7.20.22. The refund was never issues, and I still do not have Captivate access. When I called the Adobe # listed on my credit card statement to request assistance resolving the issue or a refund, I was told that they had no record of the transaction. This is particularly frustrating because I purchased the software to use during the ***** Captivate training. Due to this error, I did not have access to the software during the training.

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Hi Team,
  
  We will reach out to the customer for assistance.
  
  Case# *****************
  (**********)

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 did a trial program. We cancelled within the trial period for creative cloud photo plan. We informed them five times of the cancellation including telephonically. They stated each time they would cancel it. They wanted new credit card info to cancel which didn't make sense though but ultimately said it was cancelled going forth.
  
  However weekly they still try to take money from our account. They will not stop trying to take money from us. I even emailed in reply to their last message and haven't received a reply. I don't understand their issue.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Apologies for the poor experience. We will directly reach out to the customer to assist on his email.
  
  Adobe Case: *****************
  ********