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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

    • 894 total complaints in the last 3 years.
    • 348 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:04/17/2025

      Type:Service or Repair 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 a "perpetual" license of Acobe Acrobat Pro. I recently bought a new computer and when I tried to install my perpetual license, I was told my activation count limit had been reached. I was told by customer service that I needed to remove the license from my old device before installing the new license. I did so, but it still wouldn't install. Now I am being told that they do not support the software and the only option is a subscription-based software, which I do not want. I would like to be reimbursed for the lost license of my software on my old machine that was needlessly deleted due to the advice of Adobe customer support. I now no longer can use this software on my old or new machine, despite that I purchased a perpetual license.

      Business Response

      Date: 04/23/2025

      Apologies for the poor experience. We can see that the customer contacted support, and with special approval, the new serial number for the Acrobat 10 is issued to the customer.

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

      Customer Answer

      Date: 04/23/2025

       
      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.

      Sincerely,

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

    • 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.
      I paid for one month of service ONLY. Adobe has fraudulently charged me for 5 extra months w/o my approval or consent. Adobe does not provide ANY way to contact them to cancel the account! I have looked up my account and it does not even show an invoice for services paid yet my bank account shows where they took my money. Adobe is a fraud company and needs to be investigated!

      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 

      Customer Answer

      Date: 04/22/2025

       
      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,

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

    • 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.
      Hello BBB/Adobe, I hope you're well. I'm reaching out to request a refund for a recent charge on my Adobe Acrobat Pro subscription.Due to a family emergency my mother was recently hospitalized Ive been fully focused on caring for her and managing related responsibilities. In the midst of everything, I didnt realize the subscription had renewed, and I havent used the service since the signup.Given the circumstances, I would deeply appreciate it if you could consider processing a refund for this charge. I completely understand your policies, but Im hoping for a bit of flexibility during this difficult time.Please let me know if you need any additional information from my end. Thank you so much for your understanding and support.

      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)

      Customer Answer

      Date: 04/18/2025

       
      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,

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

    • Initial Complaint

      Date:03/31/2025

      Type:Order 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 February 28th I ordered Adobe's Lightroom/Photoshop package on their website. It came with Adobe's Creative Cloud app. You can NOT open Photoshop OR Lightroom without opening Creative Cloud. I didn't know that. I agreed to pay $19.99 per month for this service. I was able to easily download Photoshop and Lightroom, but have NOT been able to download Creative Cloud after over 3 weeks! I've spent as much as 8-10 hours straight attempting to download it without success! I've contacted their support people THREE TIMES but not gotten any help. On one chat with a support agent I allowed the agent to get access to my laptop to try and fix the issue. He spent almost an hour in my computer then finally tells me "It's your machine, we can't get Creative Cloud to install. My laptop has ********* Windows 10, probably the most used operating system on earth! I spent 7 days a week, morning and night, trying to install the Creative Cloud but it would never install, which meant I was never able to use Photoshop OR Lightroom! On March 15th I tried to cancel my subscription but was told I was ONE DAY LATE to cancel without a penalty, so I would have to pay $110 for early cancellation because I "signed a contract". This is NOT fair to consumers to be penalized when they try to cancel something that they never could install or use! I paid for a service that I never did receive! I want to cancel my "contract" that Adobe is charging me $19.99 per month for WITHOUT paying anything further! I've never been able to install, download or use what I paid for! Can you PLEASE let me know how I can get out of this "contract" for a service I could never use? I refuse to pay Adobe, and have since got a new debit card to stop them from billing me for the service/product I was charged for but NOT allowed to use after almost 3 weeks. I've contacted their support 3 times, so they have records of my chat sessions if you ask them.

      Business Response

      Date: 04/09/2025

      Apologies for the poor experience. The customer subscribed to the ******************************************* Photography plan with 1TB of storage but faced installation issues due to insufficient OS and system storage. Despite this, the technical consultant proceeded with the installation. The customer was unable to use the subscription and requested a cancellation. The consultant cancelled the annual plan without any fees. As a goodwill gesture, we have terminated the plan and initiated a refund. A credit of $22.05 will be processed within 5-7 business days using the original payment method.

      Adobe Case: ADB-********-T9G3
      LASHARMA 

    • Initial Complaint

      Date:03/28/2025

      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.
      i initiated the trial period for the Creative Cloud Photography plan with 1TB on march 3rd, i cancelled it on march 4th and i chatte online with the adobe agent and they confirmed its cancelled and i will not be charged today i checked my credit card and i found charges of $29.37 for the adobe product that starts after the trial period. but i cancelled it, and the agent confirmed it as well why did you stil charge and now when i went to cancel it in the account management, you try to charge a egrigrious $142.95 cancellation fee.I need the following actions to be completed:-refund the $29.37 -do not charge any further monthly charge at all for any products -do not charge any cancellation fee including the $142.95 -send me an email confirmation that the $29.37 has been refunded and that there will be no cancellation fees either i am very disappointed with your improper actions

      Customer Answer

      Date: 03/29/2025

      ******

      Business Response

      Date: 04/09/2025

      Apologies for the poor experience. We discovered that the customer initiated a ***** trial for the ******************************************* Photography plan with 1TB on March 4, 2025. Customers have a ****** ***** period after the trial ends, during which they can cancel their plan and receive a refund. However, we did not find any cancellation confirmation email sent to the customer or any interaction with an ********************** representative, except on March 29, 2025. It's possible the customer used a different email to purchase a free trial, which they may have cancelled. When the customer contacted us on March 29, support cancelled their annual plan without a fee and issued a refund of CAD 29.37.

      Adobe Case: ADB-********-L0N8
      LASHARMA

    • Initial Complaint

      Date:03/27/2025

      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 was charged $74.19 by Adobe.i did not sign up for anything. The charge was on 3/27/25. I was a refund

      Business Response

      Date: 04/04/2025

      Apologies for the poor experience. The customer purchased a ***** trial of an Acrobat Premium subscription via Android on March 20, 2025. There is a 14-day ***** period after the trial ends, during which customers can cancel and receive a full refund. Since the customer was unable to cancel within the trial period, the subscription was converted to an annual plan, and a cancellation fee was applied when he later cancelled. While the refund request should have been directed to Android support, we processed a refund as a goodwill gesture on March 27, 2025. The $74.19 credit will be issued within 5-7 business days to the original payment method.

      Adobe Case: ADB-********-V5Z8
      LASHARMA

    • Initial Complaint

      Date:03/26/2025

      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.
      Adobe has charged me $19.99 for the past seven months without my knowledge. I had noticed a charge from them and when I went to check my Adobe account, no such subscription was present. When I called, they claimed that I had renewed a subscription on August 21st, 2024 on my ***************** account. Since there is no such subscription there, I offered to send a screenshot showing as much. The customer service representative, Dipuk /*** ***/, said that there was no way for him to receive such an image. He did however agree to cancel and refund $39.98. When asked about the other amount of $99.95, he said there was nothing he could do. In other words, there is apparently a computer glitch in the Adobe system which starts subscriptions without the customer's knowledge and then hides evidence of such subscriptions. When customer's call about it, they receive partial refunds. I believe there is a case of fraud to be made against Adobe.Attached are two screenshots: one shows no order or invoice and the other shows an order from August 12, 2020, i.e. FIVE YEARS AGO. No other order is in the system. In other words, it wouldn't even have been possible for me to directly cancel my order online, since it wasn't even registered. After Dipuk cancelled the order, I asked for a confirmation number. However, since there was no actual subscription, he could not provide one. There is always an order number, as seen in the screenshot for the ***************** account, but since there was no order number for the supposed invoice from 2024, there of course could be no confirmation number for the cancellation. I received an email confirming the cancellation and it had no cancellation number. I asked ***** about it and he could not provide a satisfactory explanation other than saying that's how it is.

      Business Response

      Date: 04/04/2025

      Apologies for the poor experience. We found that the customer subscribed to a ***** trial for ******************************************* All Apps on 21 Aug 2024 on a different email address, not from which he has raised the complaint to BBB. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. We understand that the customer contacted support and cancelled his plan with 2-month refunds and wrote to BBB for the remaining. Hence, we have initiated a refund as a goodwill gesture. The credit of $99.95 will be processed within 5-7 business days using the same payment method.

      Adobe Case: ADB-********-M5K6
      LASHARMA 

    • Initial Complaint

      Date:03/25/2025

      Type:Sales and Advertising 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.
      My 15-year-old son was able to initiate a recurring monthly charge plan, resulting in charges of $93.95 per month from July 2024 until March 2025, totaling $845.55. He was able to open this plan and accept recurring monthly charges through a ****** link on the home computer. The plan started as a free trial with automatic renewal. I was surprised to discover these charges as the subscription was not visible on my Adobe account, making it impossible for me to cancel the plan or even be aware of its existence. I believe this lack of visibility and the ease with which my son was able to create the account constitutes a misleading billing practice. This was even more surprising since my ****** account is linked to the same email address that I have used with Adobe (different than the email my son used to open the Adobe account, which was his personal email)I was able to cancel the plan through a chat session with Adobe. I asked for a customer service contact/email but was denied. I made several more attempts on X/******* to obtain an email to discuss my concern but was told Adobe does not provide email support for customer service issues.

      Business Response

      Date: 03/31/2025

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

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

      Customer Answer

      Date: 04/03/2025

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:03/24/2025

      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.
      I am being charged a monthly fee for Adobe since January of $22 per month which I did not sign up for. I saw the recent charges on my credit card and reached out to Adobe. The chat agent gave me three different answers - first saying I needed to transition to 90days free wth no additional charges, then after he received my approval for this, saying I would still be charged and then when I asked for a supervisor he said I would be able to cancel with no other charges and no early cancelation fee. I want my money back from the last two months and no further charges and no early cancel fee. I never signed up for this - any time I have bought Adobe it has been for one month only, not a monthyl subcription with an early term fee. Plus in the two months of charges I have never once used the service - why would I sign up for something at a monthly fee when I don't use it and have not used it. I want my two months of charges back and no other charges or early cancel fee. The chat agent misled me into some ************************************************************************************ not and now I cannot trust that he has canceled my plan at no charge. Plus he did not give me a refund of what I have already paid. I have attached a copy of the chat session

      Business Response

      Date: 04/03/2025

      Hi Team,

      We have processed the cancellation. The customer will lose the access effective immediately. We have also processed the refund which will be credited within the next 5-7 business days.

      Refund# USD 63.72

      Case# ADB-39350491-H2T3
      (NIKHSHAR)

    • Initial Complaint

      Date:03/24/2025

      Type:Order 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.
      Hi My spouse and I had a licensed ****** to adopt home in ***** and took care of a young boy last year until his dad could take him back. We moved to ******** in August and have to re-license for this ******** lots of forms to file and many in PDFs. I downloaded Adobe again and I thought I dont need it for more than a day or two for this job. I completed and canceled, I thought!!Well it did not cancel. Turns out, I had used Apple hide my email to register (a new habit so instead of ************************** I used *******************************************************************)Ok so I paid a month for editing a couple of PDFs for charitable work. I also managed to incur a foreign transaction fee because I used the wrong card, and got some reason I paid for Adobe AI (another thing I dont need!)I tried to cancel and was threatened with an early cancel fee. Awesome. Now my mistake is costing an outfit and shoes for a ****** kid!!!I tried chat. The agent really did not understand the situation. I do NOT need a year of access to Adobe. Only need it a couple of times a year. This experience will likely teach me to avoid it at all costs. Disappointing when I have used Adobe several times in my lifetime and the software seems to work well when needed.The agent persuaded me to take three months free credit, and no penalty if I cancel in the last month (in June) and I will upload the screenshots just to be clear the penalty will not apply according to your representative, but why oh why do I have to make a reminder to cancel then, when I dont even need to work on PDFs and certainly not the Adobe AI thing.Please can you just cancel it now? Please remove the $80 (shows approx that now to cancel) or $120 (showed before agreeing to the 3 month credit and no penalty to cancel)

      Business Response

      Date: 03/28/2025

      Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro and AI Assistant for Acrobat on 19 Feb 2025. Customers have a ****** ***** period after the trial ends to cancel their plan and receive a full refund. We acknowledge that the customer was unable to cancel within the trial period, reached out to support, and accepted a three-month free offer to continue the service. The consultant informed the customer that the plan would continue after 90 days but assured them they would receive an email one month before the renewal date, allowing them to make changes without any charges. However, we have proactively cancelled both plans at no cost, and the customer can continue using the subscription free of charge until June 23, 2025, as the 90-day offer remains active on their account.

      ********************** Case: ADB-********-P2C9
      LASHARMA 

      Customer Answer

      Date: 03/28/2025

       
      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.

      Sincerely,

      **** Hancocks

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

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