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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2025

      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.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I truly appreciate the goodwill gesture! I hold Adobe in high regards for their amazing products! I look forward to doing business with Adobe in the future!

      Sincerely,

      ***** ********-*****

      Business Response

      Date: 04/22/2025

      Apologies for the poor experience. We found that the subscription for Acrobat Pro was initiated with a 7-day free trial on November 5, 2024. Adobe provides a 14-day ***** period after the trial ends, during which customers can cancel their subscription for a full refund.
      In this case, the subscription was not cancelled within that period or afterwards, resulting in monthly charges being applied. The customer never contacted ********************** support regarding cancellation or concerns about the charges at that time.
      As outlined in the Terms and Conditions accepted before making the purchase, Adobe subscriptions are set to renew automatically each month unless cancelled either online or by reaching out to Adobe support.
      Regarding the invoices, you can view and download them at any time by signing into your Adobe account.
      As a gesture of goodwill, we have cancelled the subscription and initiated a refund of $149.95 ( 5 months of charges * $29.99/month). The refund will be processed to the original payment method registered with Adobe, within 57 business days.

      Adobe Case: ADB-********-Q7L2
      LASHARMA 

    • Initial Complaint

      Date:04/14/2025

      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.
      On multiple occasions I have been unable to access customer support for the products I buy. The increasing dependence on automation means decreased accessibility for neurodivergent people like me. What motivated me to file this complaint is that it took me more than an hour to determine how and when customer service might be available for my issues (I was told by a chat agent that a technical glitch may be the reason that I am unable to log in to my account). It turns out that the correct department is not available on the weekends, yet when I was transferred the automated chat disconnected a very long chat (with no handoff). When transferred on the phone, there is only a recording to call back during "published hours" with no information about what they may be or how to find them. It took multiple chats on the website feature, social medical and calls to learn the days and hours that customer service might be available for my issues. I don't believe that it requires a lot of energy or expense to make this information more accessible to customers (even if the support is not). If it were not for the fact the many government agencies use this product for their forms (I have not yet found a reasonable alternative), I would stop using the products. I used to be happy with their suite of products years ago, yet the support has become increasingly inaccessible for me. Thank you.

      Business Response

      Date: 04/23/2025

      Hi Team,

      We have taken the feedback of the customer and will take preventive measures for further references. It was also found that the issue was resolved, hence, as goodwill we have added a credit of 1 month to the membership. The customer will not get charged for the next and will never have to pay the credited month as well. Also, the credit will not increase the annual commitment as well.

      Case# ADB-39621145-Q0X9
      (NIKHSHAR)

    • Initial Complaint

      Date:04/14/2025

      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 called he company to request a refund because I did not request a purchase of adobe or approve it. They are not giving me a refund. This request was on the same I was billed.

      Business Response

      Date: 04/21/2025

      Apologies for the poor experience. Our records indicate that the customer initiated a ***** trial for Acrobat Premium through the Android Play Store, which was not cancelled, resulting in a subsequent charge. As per policy, customers are entitled to a ****** grace ****** following the conclusion of the trial, during which they may cancel the subscription and request a refund.
      We understand that the customer was unable to cancel the subscription within the trial ******, reached out to support, and was initially unable to obtain a refund due to the fact that Adobe had not received the payment, nor did it have access to the customer's payment information.
      To address this, a refund request has been submitted on behalf of the customer. Once the request is approved and processed, the refund amount of $74.89 will be credited to the original method of payment within 57 business days.

      Adobe Case: ADB-********-G4K5
      LASHARMA 

    • Initial Complaint

      Date:04/10/2025

      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 charged my card for months. For the last 3 I have been fighting and today I had a supervisor refuse to help me because of her ego. I have been told they will block the merchant. And they violated my privacy by without my knowledge providing my new card information to **** for them to provide it to adobe and they can keep charging my card. I asked for a call back about that and no one called but supposedly got an email for me to opt out of it. But they are allowing adobe to keep charging

      Business Response

      Date: 04/17/2025

      Hi Team,

      Our records indicate that the customer did not use the services since it was purchased. We have canceled the membership and processed the refund for the last 9 months as charged which will be credited within the next 5-7 business days.

      Refund# USD 179.91

      Case# ADB-39548703-W0Y7
      (NIKHSHAR)

    • Initial Complaint

      Date:04/08/2025

      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.
      I tried to cancel a monthly subscription to Adobe Acrobat which included Adobe A.I. three months earlier, but the phone operator told me he'd give me three months more for free. So, I marked my calendar to cancel the day before the three months were up. I cancelled online but the only way to do so was to agree to the cancellation charge. I did this knowing that I'd be getting a monthly charge the next day if I didn't do this. The termination fee was a complete surprise, since I had reiterated with the operator three months earlier that the 3-month offer was truly free. So, I'd like that charge for $19.02 that appeared on my Amex account to be refunded because I feel I was lied to. It's not the money that matters as much as Adobe be held to truthfulness.

      Business Response

      Date: 04/14/2025

      Apologies for the poor experience. We found that the customer accepted a three-month offer to continue his annual plan for AI Assistant for Acrobat; however, when three free months were over, the customer cancelled it online and the system charged him for the fee. As a gesture of goodwill, we have issued a refund of $19.02. The refund will be credited to the payment method registered with Adobe within 5-7 business days. 

      Adobe Case: ADB-********-R1R4
      LASHARMA

    • Initial Complaint

      Date:04/08/2025

      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.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the business response and wish them the best of luck.

      Sincerely,

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

      Business Response

      Date: 04/17/2025

      Hi Team,

      As a gesture of goodwill, we have processed a refund for the past two months. The refunded amount will be credited to your account within ************************* days.
      Additionally, to support you during this challenging time, we have added a complimentary credit of three months to your membership. Your membership will remain active, and you will not be charged for the next three months.
      Please note that the credited months will not require any payment now or in the future, and this credit will not extend your annual commitment term.

      Refund# USD 39.98
      Next Billing Date# 26 Jul 2025
      Next Renewal Date# 26 Feb 2026

      Case# ADB-39548466-J6H5
      (NIKHSHAR)

    • Initial Complaint

      Date:04/07/2025

      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 11 July 2019 I purchased a perpetual license of Acrobat Professional from **********************. This license allows me to have the software active on two computers at a time. I registered the product for the first time on 28 July 2019. Last month I deactivated my Acrobat Professional license on my desktop computer as I needed to reinstall windows. I verified that only one product activation was showing on my Adobe account management page and reinstalled Windows 11. After completing the windows installation, I downloaded Acrobat Professional 2017 from the Adobe account portal and attempted to activate Acrobat Professional. I was met with error messages and was unable to use Acrobat Professional. On 6 April 2025 I contacted Adobe via their help chat to resolve my issue, but after working my issues with multiple representatives, I was unable to resolve the issue. Attached is my chat transcript with the representatives as well as an image verifying both my license and current activation ******** goal is that Adobe honors the terms of the license and activates my product or provides me with a perpetual license of an equivalent product they will activate.

      Business Response

      Date: 04/14/2025

      Apologies for the poor experience. We will directly contact the customer to help.

      ********************** Case: *****************
      LASHARMA

    • Initial Complaint

      Date:04/07/2025

      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 a sneaky contracting where when a customer signs up for a trail, 1) of you cancel your trial, then your plan is immediately cancelled 2) which promotes users to forget about cancelling at the last minute 3) Those who forget are charged with monthly fee 4) while it auto-enroll 12-year contract which then if you try to cancel you are charged with huge fees This is exactly what happened to me.- I had a Japanese account because I was in ***** and Adobe set me up with Japanese account - I tried canceling with a month in - Cancellation fees were about to be charged - I asked my bank to block any future charges from Adobe and I also froze my credit card. - I also deleted my Adobe account. - Yet ********************** keeps trying to charge cancellation fees on deleted account over the course of 24 hours. - Within 24 hours, they attempted to charge my card three times. Attached - I have a proof that I cancelled my plans - I have a proof that I deleted my account This is such a malicious business practice. And their platform is poorly executed (ironic for a company who offers design tool).When I was cancelling a creative asset plan, the ** still had US cancellation fees of $697.96 displayed while the Japanese yen cancellation fee was ****** yen. This is likely localization issue that no one caught, but very unprofessional and misleading. Please strip attempting to charge cancellation fees on a card for a deleted account so maliciously.

      Business Response

      Date: 04/17/2025

      Hi Team,

      We have revoked the cancellation charges, and it will be completed in the next ***** hours. There is no active membership on the account and the customer will not get charge.

      Case# ADB-39548378-D5B8
      (NIKHSHAR)

    • Initial Complaint

      Date:04/04/2025

      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.
      Purchased PERPETUAL Adobe ACrobat 2020 license.Installed on one computer, and when I installed on a second I was unable to activate it, even after deactivating and signing out of the first one.The agreement states you may install on computers simultaneously. Adobe support refused to correct the activation issue and instead insisted I buy a subscription. Now, after I deactivated the first install I cannot install anywhere. They insist I installed on 4 computers, but my account shows zero device activations, so I know this is not true, and the agent is lying to me per the script they must read, stating they can't do anything to help me, or replace the defunct serial number.I want a refund check mailed to me to reimburse me for the cost of this non-working product, citing breach of contract on Adobe's part, by disallowing me to install and activate the software according to their own terms.

      Business Response

      Date: 04/12/2025

      Apologies for the poor experience. We will directly contact the customer to help.

      ********************** Case: *****************
      LASHARMA

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

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