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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

    • 918 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2022

      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.
      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:08/15/2022

      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.
      On 7/27 and 6/27 I was charged an amount of 14.99 for a service I was told was canceled back in the beginning of June. The retention practices that this company implores is down right despicable and should be criminal. O spoke to someone today 8/25, after seeing I was still being charged for a service I thought was canceled. The customer service agents are also horrible. I had to speak to two different agents. One on the phone and one on a chat. The agent "supervisor" *************************************** over the phone was rather rude and kept insisting there as nothing he could do. I was on the phone with him for over 10 minutes which he seemed to enjoy also calling me by my first name which I told him not to. He ignored my request and thought it was rather funny. After saying he couldn't help me and this was my fault because I signed the contract he kept insisting I won't get a penny back and if I canceled I would be charged an additional $29! As I was speaking to him, I was also on an online chat with a "supervisor" named ******* who said he would give a full refund. I would like two refunds of 14.99 and not to be charged 29.99 for "early cancellation" for a contract that was very deceptive. He stated I would recieve an email and link that I am still waiting to see. Adobe gives you an option to cancel on your own but this was not honored when I originally tried to do it and had to go through this messy situation. I will never use your products again!

      Business Response

      Date: 09/23/2022

      Business Response /* (1000, 8, 2022/09/08) */
      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.
      We confirm that the plan has been canceled without any termination charges. Two charges (14.99 each) were already refunded by the support agent and we have processed another refund (14.99) as an exception. The credit will be processed on the same payment method in 5 to 7 days.
      Adobe Case #******************
      ******

    • Initial Complaint

      Date:08/15/2022

      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.
      As of today, August 15, 2022, Adobe has billed me $227.22, for a service I do not use and have not used since before my trial period ended. When I call Adobe at thier customer service number and expalin this is not a service I want, need, or use, I am then asked to go into further detail about, 'what I like best about my Adobe subcscription.'

      I have called and requested to cancel my membership and waiting on the phone for over an hour for an Adobe manager. After a wait time of over an hour, I am told a manager will call be back. I have never been provide a call-back window, nor has customer service ever confirmed the time zone the call will originate from (I an in central time zone.)

      Worse yet, I was told I would be charged for additional months, in excess of $60.00 if I ended my subscription.

      As of today, my service has yet to be cancelled, and I continue to be charged a monthly fee of $32.46 every month, on the last day of the month.

      At this point, I am disgusted with Adobe's business practices and want nothing more than a cancellation of the unused service and a full refund for the seven months total in which I have been charged for a service I have not used.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/31) */
      Apologies for the poor experience. We found that the customer subscribed to a 30 days trial for Adobe ***************** a month on 31 Dec 2021. 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 was not able to cancel the subscription. Hence, we have terminated her plan without any fee and initiated the full refund as a goodwill gesture. The credit of $259.68 will be processed within 5-7 business days to the same payment method.

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


      Consumer Response /* (2000, 7, 2022/08/31) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you to *** for assisting me in resolving my issues with Adobe. I accept the resolution and I am relieved to finally be untethered from my experiences with Adobe.

    • Initial Complaint

      Date:08/14/2022

      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.
      I subscribed through Adobe's 7 day free trial. I was charged $12.99 before my free trial expired. When I tried to cancel I was not given an option. I contacted Adobe Customer Support and I was redirect to ***** ( a clear misdirection tactic). I finally got the appropriate person to cancel. I asked to immediately cancel and was hounded with options to retain service.

      Business Response

      Date: 09/14/2022

      Business Response /* (1000, 5, 2022/08/30) */
      Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled and refund is processed.

      Our record indicates that refund of USD 12.99 was processed on 14th August 2022.

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

    • Initial Complaint

      Date:08/13/2022

      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.
      The business made false advertising promising a free trial. There was no mechanism to cancel subscription.

      Business Response

      Date: 10/13/2022

      Business Response /* (1000, 5, 2022/08/23) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on his email.

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

    • Initial Complaint

      Date:08/12/2022

      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.
      Date of transaction:
      I saw the free, cancel at anytime 7-day trial for adobe creative cloud and signed up to try the service. I had to give the website my debit account number to even investigate it. After one day my husband called them back to cancel because I couldn't use the product for my purposes. A woman on the phone refused to cancel the account and refund the money. She insisted on giving us 3 months of their product for the $20.00 they charged to our account. promising a free trial and refusing to cancel and refund is clearly theft. They stole $20.00 from our bank account.
      Today, 3 months later my husband noticed a charge to our bank account of $19.99. When he investigated the charge, he discovered that it was from Adobe! He phoned the number and got in touch with another person from a call center in India. The individual identified himself as ***********. He informed us that he could cancel the subscription, but there would be a $40.00 cancellation fee. I instructed him to refund $40.00 to my bank account immediately and that we were not paying for cancellation on a free 7-day trial. I am furious. These practices are illegal, clearly a bait and switch tactic. ********* said there would be a refund in our account in 5-7 days. What is going on with Adobe? How badly do they need money? What can be done to collect our money if they don't refund it? Can I sue them?

      Business Response

      Date: 09/28/2022

      Business Response /* (1000, 5, 2022/08/30) */
      Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled and refunds are processed.

      Our record indicates that 2 refund of USD 19.99 each were processed on 15th August 2022.

      Case# ADB-XXXXXXXX-V0*2
      **********


      Consumer Response /* (3000, 7, 2022/09/03) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They say that they have refunded my money, but nothing has yet shown up in my account-so where did they send that refund to
      Victoria


      Business Response /* (4000, 9, 2022/09/15) */
      Hi Team,

      We will reach out to the customer.

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

    • Initial Complaint

      Date:08/11/2022

      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.
      These guys do not provide a 7 day trial and skipped straight to billing my card for a year subscription to my Apple ID. Weird thing is, I didn't even sign in with my Apple ID but my Google account. Seems like a scam or phishing people into signing up for a trial, billing them right away in hopes they won't notice before they cancel their trial so you've already taken their money. Bad business practice.

      Business Response

      Date: 09/02/2022

      Business Response /* (1000, 5, 2022/08/16) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on his email.

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


      Consumer Response /* (2000, 7, 2022/08/19) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/10/2022

      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.
      The company is Adobe ******************* it's policy is not supporting ***************** They say" ***** should troubleshoot." There App. . ****************************** they are only a third party supplying the app and subscriptions and they do not troubleshooting it.
      I believe that Adobe is wrong the made the program and the subscription that are in app product, they should troubleshoot it.
      Please check with ********* of three policies are wrong ***** or Adobe.

      Business Response

      Date: 09/12/2022

      Business Response /* (1000, 5, 2022/08/25) */
      Apologies for the poor experience. We will directly reach out to the customer and assist.

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


      Consumer Response /* (3000, 7, 2022/08/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      It is Adobe product they must support it,


      Business Response /* (4000, 9, 2022/08/31) */
      We have reached out to the customer on email to try and fix an appointment for callback.
      Adobe Case # *****************
      ********

    • Initial Complaint

      Date:08/10/2022

      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 had signed up to Adobe ************** and have been trying to cancel this account since May 2022. I do not have contract and they keep drafting my account. I have been trying very nicely to have them stop this subscription and refund me for the last 4 months that they have charged my account. I have asked 4 times about this, and I have not been successful, and they keep offering is to continue and I keep telling them i do not use this service at all. I want my ******* amount back plus *** for overdraft fee. this is total nonsense, and it has not been easy to work with their customer service billing department. I do not understand why they cannot just cancel this subscription and refund me for what I am asking. I am very upset with his company's customer service, and I work customer service FULL TIME!

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 5, 2022/08/16) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on her email.

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

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair 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.
      Unable to sign contracts from one of the largest pharmaceutical companies.
      Multiple attempts at resolution.
      Callbacks not performed at scheduled times.
      Multiple remote sessions did not lead to resolution.
      Last one resulted in "escalation team" telling me senior team will get back to me then closed the case.

      Business Response

      Date: 09/16/2022

      Business Response /* (1000, 5, 2022/08/22) */
      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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