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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:08/10/2022

      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:08/09/2022

      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 canceled my subscription with Adobe ************** after a year of service. Three months after canceling my bank account was charged for another month of service. When I called to find out why I was told that for being such a great customer I had been extended three free months of service after which they were again beginning to bill me, even though I never asked for it and didn't want it. I was also told I couldn't get my money back. They told me I can go ahead and cancel though. When I said yes cancel it completely the conversation took a turn in which they kept trying to get me to accept 3 more free months of free service again so they can continue billing me. I finally made it very clear "NO". I received a very crafty email from Adobe after canceling

      Please see attachment


      I responded to the email

      I do not want any kind of account, free or otherwise with Adobe. Kindly cancel any and all membership options you may be extending at this time. Cease and desist immediately from contacting me with any further offers, or good faith free memberships, or any and all contact with me, or my bank account both now and in the future. Do not bill my account again. I do not accept your offer or extension of a free membership. The answer is NO. Again, cease and desist from billing me for any service from Adobe on this account in the future. I don't accept your free ANYTHING with this account at all.

      Respectfully,

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

      And then received a notification that the email box is full so I cannot contact them.
      I don't want them to bill my account or any other account if I have ever had one ever again without my contacting them to set one up. I want them to cease and desist immediately. I do not give Adobe permission to share any information with the *** that is unrelated to this complaint and it's resolution directly. I authorize the business to communicate with *** about my complaint and disclose to *** any personal information related to the complaint directly

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/08/23) */
      Apologies for the poor experience. We understand that customer's support experience was less than adequate. We will assess the customer journey and derive measures to prevent issues of this nature in subsequent times.
      Understanding the customer's concern, we have refunded the last 4 monthly charges as an exception. The credit will be processed on the same payment method in 5 to 7 days.
      Adobe Case # *****************
      ******


      Consumer Response /* (3000, 7, 2022/08/25) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I also want assurance that
      in the future. I don't accept your free ANYTHING with this account at all. Respectfully, ************** And then received a notification that the email box is full so I cannot contact them. I don't want them to bill my account or any other account if I have ever had one ever again without my contacting them to set one up. I want them to cease and desist immediately. I do not give Adobe permission to share any information or documentation or adobe documents with the *** that is unrelated to this complaint and it's resolution directly. I authorize the business to communicate with *** about my complaint ONLY and disclose to *** any personal information related to the complaint directly.

      Business Response /* (4000, 16, 2022/09/15) */
      We acknowledge customer's concern. We have already stopped and canceled the only subscription linked to their gmail email address and there is no other plan active there.
      We do not have an email support and customer may reach out on https://helpx.adobe.com/in/contact.html if they need any help.
      Adobe Case # ************************


      Consumer Response /* (2000, 18, 2022/09/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I do not give Adobe permission to share any information or documentation or adobe documents with the BBB that is unrelated to this complaint and it's resolution directly. I authorize the business to communicate with BBB about my complaint ONLY and disclose to BBB any personal information related to the complaint directly.

    • Initial Complaint

      Date:08/05/2022

      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 have called tying to update my plan ***************** online because my middle school son was still a student and Adobe was trying to raise my pricing. The online service to prove he was a student was not letting me update the profile. I called Adobe and the rep also could not help, I was transferred to another person who couldn't help. My pricing was then increased for months and today I tried to call again requesting a refund and to cancel my subscription and I was transferred again. I then get to the Rep. ****** and I told her to just cancel because to get a refund was not understood and she was just reading off how much I was being discounted. I asked to just be cancelled again and she just kept repeating herself at least another 5 times. This rep clearly does not understand English or what needs to be done to cancel. I'm so disappointed in Adobe! We have had a subscription since 2020

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 5, 2022/08/18) */
      Apologies for the poor experience. We understand that the support experience was less than adequate. We hereby confirm that the membership has been canceled.

      As an exception we have processed the refund of last 3 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:08/03/2022

      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.
      In April, we tried a free trial of an adobe product. Through the trial, we learned it was not what we needed. Within the 7-day period, the subscription was cancelled. Nevertheless, I just noticed that they have been charging the monthly fee. So I logged on again and attempted to cancel again. Only this time, there is a hefty cancellation fee for a product that didn't make sense for us in the first place. The company is not honoring cancellations and continuing to charge customers in the hope that people will not notice the charges on their credit card. This is a deceptive practice and is unacceptable.

      Business Response

      Date: 09/02/2022

      Business Response /* (1000, 5, 2022/08/09) */
      Apologies for the poor experience. We found that the customer subscribed to a 7 days trial for Acrobat Pro DC on 25 Apr 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 tried to cancel within trial period on his own but it was never cancelled due to which customer was getting billed. Hence, we have terminated their plan and initiated a refund of all the 4 months ($14.99 each) and for the cancellation fee ($59.96) as a goodwill gesture. The credit of $119.92 will be processed within 5-7 business days to the same payment method.

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

    • Initial Complaint

      Date:08/02/2022

      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.
      For several months, I have been trying to access my Creative Cloud All Apps with *****
      Creative Cloud Membership and download Photoshop App on my computer. I just get error after error, including that it doesn't recognize my email which is the exact email I used to log into the account. I have spent countless hours trying to get this to work. I finally got a Photoshop BETA app to work and it is so much different than the photoshop I have used in the past that I want a refund. When I called to get a refund today, I was told instead that I was going to be charged a ****** early termination fee. I would like to receive at least 8 months of refund for services sold to me that were not able to be used due to technical difficulties with their website.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/09) */
      Apologies for the poor experience. We will directly reach out to the customer to assist on his phone and email.

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

    • 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# *****************
      **********

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

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