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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.
    • 344 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:08/02/2022

      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 purchased Adobe software sometime last year with the understanding that it was a yearly subscription paid monthly. I also understood if I cancelled early before the year was up I'd have to pay a cancellation fee on top of it. I am now unemployed I cancelled the plan, I went through the screens were it asked me to switch to cheaper plans , I selected, no, went through the last screen asking me why I was cancelling, I marked that it was too expensive for not being employed longer. I was taken to another screen where I was informed I had a cancellation fee. And finally the final screen to submit the request which I did. Today I was surprised to see I was charged ****** making my bank account negative. I reached out to their customer service to ask why they said I did not cancel. They said they could cancel now but they would charge me ******* change for early cancellation. I let them know if pay the cancellation fee if they refunded me the ****** they declined. I am now about to be ******* due to lack of compassion from Adobe and their customer service. My daughter starts school next week and will not be able to buy her school supplies now. Based on the complaints against Adobe and their cancelation policy something is clearly wrong here. I can't even afford to cancel. And they are more than ok not offering a refund and charging you to cancel on top of it.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/08/11) */
      "Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled; however, the services were used in July 2022.

      As an exception we have processed the refund of last 3 months and waived the cancellation charges. 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:08/01/2022

      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 bought Creative Suite 6 from Adobe several years ago. There was no limit on how long the purchase would be good for. It was a regular purchase as something I would own, however I am unable to use it on my computer. My computer complies with all requirements to run CS6 as it is a 2012 iMac.

      I was on technical support with Adobe via messenger for 45 minutes. They were no help at all. When I finally got a phone number, the automated system said there is no technical support for my product. I had to go back to messenger and they finally said there is no support for my product as well.

      So after they wasted about an hour of my time, I am left with a product I bought with no restrictions. Nowhere on the packaging does it have an expiration date, and at the time of purchase there was no such thing as a limit on the product. All I am asking from Adobe is to allow me to use the product I purchased. They are refusing.

      Business Response

      Date: 08/24/2022

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

      We will reach out to the customer for assistance.

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


      Consumer Response /* (2000, 7, 2022/08/23) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      An extremely qualified customer service representative called me on the phone. I gave him permission to access my computer, and he began changing settings in the Adobe programs and making changes to my system. My version of CS6 has 6 or 7 programs altogether. He only worked on the 3 programs I need to use. He got two of the three programs working. The 3rd presented an error message and the representative said it could damage my system, so we stopped there. I accept this response because Adobe did reach out with a qualified representative who successfully got me mostly up and running. Luckily the two programs he got working are the most important ones I need to use. I do not think this would have happened if I didn't go through the BBB. Without the help of BBB, I don't think I would have made any progress with Adobe at all. Thank you.

    • Initial Complaint

      Date:07/29/2022

      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.
      Adobe is demanding money from me for a service I didn't sign up for and refuses to cancel this subscription plan unless I give them "updated credit card" information for a service I don't use. I know that as soon as I do this, they will charge me for it, stealing money from me.

      They have no viable, up front contact information for customer support, and this seems like an issue that they will keep trying to charge me monthly for without providing me a way to actually cancel this service, that I again didn't sign up for.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/09) */
      Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled; however, the services were used in July 2022.

      As an exception we have processed the refund of last 2 months along with the cancellation charges. 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:07/28/2022

      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.
      RE: ADOBE
      I was just charged another month at ****** plus another charge of *** to cancel a product I never ordered. I only ordered for a week and they won't stop charging me monthly fees and now a cancellation fee - they disconnect every time I've waited on the phone up to 20 minutes. They finally sent me the attached email but still no reply's go through.

      I am requesting all charges to be credited with the exception of the original and one time cost of *******

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

      Business Response

      Date: 08/25/2022

      Business Response /* (1000, 5, 2022/08/09) */
      Apologies for the poor experience. We found that the customer subscribed for ************** on 27 Apr 2022. We understand that as per the customer he never ordered and may be someone else may have placed the order on his behalf. Customer contacted support & the chat was ended by the customer so the agent cancelled his subscription with the full refund. Customer must have received the refund ($14.99*4 months + $59.96 for the cancellations charges) which makes the total amount of $119.92 credited to the same payment method registered with Adobe.

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

    • Initial Complaint

      Date:07/27/2022

      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.
      For several weeks now I have been trying to get several questions answered about Adobe Acrobat Pro 2020 Teachers and Students Edition.

      I have called their customer support phone number to try to clarify answers I had been given previously. Each time I call I am given information which differs from earlier calls.

      It is impossible to reach someone higher up at Adobe Corporate unless you know their extension.

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 8, 2022/08/17) */
      Hi Team,

      We will reach out to the customer for assistance.

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

    • Initial Complaint

      Date:07/26/2022

      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 attempted a free trial ********** for documents. Before expiry attempted to cancel. Offer a longer extension。Deceptive monthly subscription. Didn't cancel. Suddenly stuck with huge cancellation free. Told only options was to downgrade. Got charged even more. I want refund and cancel. Don't want to deal with a company with mafia like business model again.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/08/04) */
      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.

      Cusotmer also downgraded the membership to Acrobat Std DC online and a refund ************ was also credited to customer's account as left over charges for previous membership.

      See our subscription terms ******************************************************

      Understanding customer's concern, we have canceled their plan without any termination charge. Also as an exception, we have initiated a refund ************ incurred. The credit will be processed on the same payment method in 5 to 7 business days.

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

    • Initial Complaint

      Date:07/25/2022

      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.
      On Black Friday, back in 2020 I purchased the Adobe full suite for a discounted price and thought that every year it would be the same price. However, it only applied to the first year which they did not make obvious as I did not notice this anywhere. Then, this past November I was charged the full price which shocked me and I immediately terminated my services and called Adobe's customer support requesting a full refund since I no longer had the service in any capacity and did not want to continue paying this money for the service. They obliged and "refunded me" providing me with an invoice, but my credit card company never received the credit back and even when showing them this invoice, they said that they could not conclusively credit me because of this invoice. Calling them again, I asked Adobe to refund me again, but claimed their system could not do it since according to their system, they already had. I don't believe my credit card company is lying to me since they have nothing to gain from it. Adobe still has my money and I would like it back and they refuse to refund me in any capacity. As a college student, money is fairly tight and I have been trying to fight this with customer support on and off. I am coming to the BBB as a college student looking to get his money back from a corporation and feel helpless on my own since they just keep rejecting my pleas. I asked to speak to a senior representative, supervisor, or manager, someone higher up the chain, but when they promised to call me back on the 18th of July, they never called me back. I have tried different strategies when talking with customer support and they still give me the same stock answers as if I am talking to a machine.

      Business Response

      Date: 08/24/2022

      Business Response /* (1000, 5, 2022/08/08) */
      Hi Team,

      We have reached out to the customer through email.

      Case# ADB-XXXXXXXX-****
      **********

    • Initial Complaint

      Date:07/24/2022

      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 is charging me **** per month for service for 1 person. I did not agree to that. Please refund my money and make changes to your billing.

      Business Response

      Date: 09/02/2022

      Business Response /* (1000, 5, 2022/08/02) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on his email.

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

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

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