Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Adobe Systems, Inc.

  345 Park Ave San Jose, CA 95110-2704

• 

  Adobe Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems Inc

  7930 Jones Branch Dr Fl 5 Mclean, VA 22102-3396

• 

  Adobe Systems

  2750 Barrett Lakes Blvd NW Kennesaw, GA 30144-4915

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

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.

• Initial Complaint

  Date:09/11/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 signed up for an adobe free trial subscription. I understood that if I did not cancel within a couple of weeks, that I would be charged on a monthly basis. The language through the entire enrollment process mentioned a monthly cost. There was no mention of a fee that would be 50% of an annual payment if you decided to cancel. I find this practice to be predatory and intentionally misleading customers that the subscription is on a month to month basis. It should be unlawful that the true terms are not displayed in clear language or buried deep within tabs that are nearly impossible to find. Ive now been charged nearly $100 dollars for cancelling a service that I would have never agreed to had they been transparent about the subscriptions and pricing.

  Business Response

  Date: 09/19/2025

  Hi Team,

  We have processed the refund of the cancellation charges which will be processed within the next 5-7 business days.

  Refund# USD 96.26

  Case# ADB-41733686-S4K8
  (NIKHSHAR)

  Customer Answer

  Date: 09/19/2025

   
  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:09/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We discovered Adobe has been charging us $31.89 a month for nearly two years for a service we never knowingly subscribed to and never used.We canceled our only known Adobe subscription months ago.We have proof of zero usage and Adobes refusal to refund.I would like to dispute these charges as unauthorized and seek a refund of $733.47

  Business Response

  Date: 09/15/2025

  Apologies for the poor experience. Upon review, we confirmed that the customer had active subscriptions for ******************************************* All Apps and Adobe Stock. Adobe has already issued refunds totaling $1,084.46 ($701.78 on June 15, 2025, for Creative Cloud All Apps and  $382.68 on Sep 06, 2025, for Adobe Stock). These refunds were provided as exceptions, as they extended well beyond Adobes standard 14-day refund policy.
  As stated in Adobes Terms and Conditions, subscriptions are not based on usage, and the absence of product use does not qualify as grounds for a refund. Given that refunds covering more than 12 months have already been granted, no further refunds can be processed.
  If the customer believes the remaining charges were unauthorized, we advise disputing with her bank and initiating an investigation. Additionally, we note that the account holders name differs, suggesting the purchase may have been made by another individual in the household.
  
  Adobe Case: ADB-********-F9R3
  LASHARMA 

• Initial Complaint

  Date:09/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 signed up for an Adobe Free trial. It did not work as I had hoped. I cancelled the Plan before the 1 week trial was up. I just noticed I was still charged for the following two months. When I went back in to cancel again I noticed that after you press the cancel button it takes you to a page with a confirmation button. If you do not pay attention you are confirming that you want to change your plan to a different plan, although I selected CANCEL SUBSCRIPTION. In fact today after I pressed the cancel subscription button the next page it proceeded to where the confirmation button popped up but the same subscription was highlighted and the confirmation button was to confirm I wanted this subscription. This is a very deceitful way of doing business. There was in fact no option on the second window to cancel only select a different plan. Most people after pressing cancel subscription would press the confirmation button.

  Business Response

  Date: 09/11/2025

  Apologies for the poor experience. Upon reviewing the customers account, we would like to clarify that the subscriptions for both AI Assistant and Acrobat Pro have been completely canceled as requested.
  
  A refund of CAD ***** has been processed and will be credited to the customers original payment method within ************************* days. We understand the customer's concerns regarding the cancellation process and apologize for any confusion caused. We continuously strive to improve our user experience to prevent such misunderstandings.
  
  Adobe Case# ADB-********-C1G1
  ***** (DIN32578)

• Initial Complaint

  Date:09/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 become predatory. As I recall, I needed to sign something online, and was led to click on Adobe reader. I thought, "This should be free," but being in a hurry, I think I did agree to $21.19 because I didn't know how to get around it. I recently noticed that they started charging my card that amount MONTHLY. Three charges total: 6/24/25, 7/24/25, and 8/25/25. I went to the website to cancel, but couldn't do so without paying about $80! I called and they offered to put my subscription on hold for two months so that I could return and cancel after that time and the penalty would be slightly lower. Ridiculous. This is a subscription meant for businesses, but I'm an individual. Why were they targeting me with this subscription in the first place?

  Business Response

  Date: 09/12/2025

  Hi Team,

  We have canceled the membership and processed the refund for the last 4 months which will be credited within the next 5-7 business days.

  Refund# USD 84.76

  Case# ADB-41630812-J3G5
  (NIKHSHAR)

  Customer Answer

  Date: 09/18/2025

   
  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.

  Please thank them for this refund.

  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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'm being prompted to pay early cancellation fees, which cost more than the actual monthly subscription cost. I'm done using the apps. I'll reinstate my subscription when I need the service. Until then, I'm not paying when I'm not using it.

  Business Response

  Date: 09/08/2025

  Apologies for the poor experience. We will directly contact the customer to help. 
  
  ********************** Case: *****************
  LASHARMA 

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  CHARGES TO MY BANK ACCOUNT EACH MONTH AFTER VERIFYING I HAVE NO ACCOUNT ACTIVE WITH **********************. THEY CONTINUE TO CHARGE ME ***** EVERY MONTH SINCE APRIL AND I HAVE TO CALL IN TO HAVE IT REMOVED. THEY CONTIUE TO SAY ITS RESOLVED AND I WILL NOT RECEIVE ANY FURTHER CHARGES AND THAT THEY HAVE REMOVED MY ACCOUNT, BUT IT IS NOT. THEY VERIFY EVERY MONTH NO ACTIVE ACCOUNT AND TRY TO TELL ME TO KEEP MY CARD ON FILE TO RECEIVE A REFUND AND THEN IT WILL BE REMOVED; I KEEP ASKING TO DELETE THE ACCOUNT AND REMOVE MY CARD. I'VE PUT A BLOCK ON THE VENDOR THROUGH MY BANK SO CHARGE SHOULD NOT GO THROUGH. THIS IS FRAUD AND EXHAUSTING HAVING TO CALL ADOBE EVERY MONTH.

  Business Response

  Date: 09/10/2025

  Apologies for the poor experience. Upon reviewing the customers account, we found that due to a system error, the Acrobat Pro subscription was partially cancelled.

  To address this issue, our backend team has processed a complete subscription cancellation. Additionally, a refund of the recent charge of USD $21.94 has been processed and will be credited back to the customers original payment method within ************************* days.
  
  Adobe Case# ADB-********-C7Q5
  ***** (DIN32578)

• Initial Complaint

  Date:09/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a Lightroom 1TB plan ending in 10 months, redeemed two redemption code and now I have 2 concurrent Lightroom subscriptions. **************** said that he cannot combine the same plans, and mentioned he would open a case for me after I mentioned that I will open an executive escalation. Never heard anything back.

  Business Response

  Date: 09/11/2025

  Hi Team,

  We will reach out to the customer.

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

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 3 perpetual software licenses. My computer crashed and I'm unable to install any of my licenses on the new computer as it tells me I have them already installed on 2 devices. I've contacted Adobe and they told me they no longer support these licenses yet they are perpetual that are never ending. When I'm logged into my account, I can see the 3 serial #'s but when I look under devices there are none listed. I need to be able to deactivate the license from the broken computer so I can activate it on the new computer. All they want to do is sell me a subscription which is more than I need for what I use their programs for and can't afford that when I already have 3 perpetual licenses that should still be valid as they were purchased long before they had subscriptions

  Business Response

  Date: 09/08/2025

  Apologies for the poor experience. Adobe has officially retired support for older, end-of-life (EOL) products, and as part of this change, the activation servers for those products have also been decommissioned. Because of this, it is no longer possible to reset activations, deactivate from old computers, or issue new serial numbers for these products. ********************** has since moved to a subscription-based model to ensure customers always have access to the latest features, security updates, and compatibility improvements. To support customers transitioning from older products, Adobe offers discounted subscription plans along with 6 free months so the customer can continue using the most up-to-date versions of the software at reduced cost.
  
  Adobe Case: ADB-********-F0T8
  LASHARMA 
  
  

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23819522
  
  I am rejecting this response because:  This is a perpetual license that never ends (******* dictionary definition is - never ending or changing) so regardless of if they choose not to support it, they cannot allow people not to have access to these licenses.  I've paid for them and should retain use forever.  I can't afford to pay a monthly or yearly subscription for more features than I will ever need.  I need access to my perpetual licenses which never expire.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/09/2025

  Apologies for the poor experience. We have escalated your case to our dedicated team to explore whether a new serial number can be arranged as a one-time exception. The team will contact the customer directly.
  Please note that ********************** has officially retired support for older, end-of-life products, and the activation servers for these versions have been permanently decommissioned. Because of this, it is no longer possible to reset activations, deactivate from old devices, or issue new serial numbers for these products going forward.
  
  Adobe Case: ADB-********-F0T8
  LASHARMA 

• Initial Complaint

  Date:08/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 CASE ADB-********-M7K8 On August 28, 2025, I signed up for Adobe Acrobat under the clear understanding that I was enrolling in a free trial. Adobes offer specifically stated that I would be charged nothing at the time of sign-up, and that the first charge of $24.99 would occur on September 5, 2025 should I choose not to cancel before that date.However, my bank records show that Adobe attempted to process a $24.99 charge on August 28, 2025, right when I signed up for the service and the trial period began. The charge did not go through due to insufficient funds, but this attempt was unauthorized, misleading, and appears to violate consumer protection standards.When I contacted Adobe support, I was told this was a pre-authorization. This explanation is inaccurate. By definition, a pre-authorization hold is a temporary hold (often for $1 or another small verification amount) that is not processed as an actual charge. What occurred here was an attempted charge for the full subscription price of $24.99the same amount I was told would not be billed until September 5. This was not a pre-authorization; it was a premature billing attempt.I believe Adobes actions raise concerns under:Federal **************** Act (15 U.S.C. 45), which prohibits unfair or deceptive acts or practices in or affecting commerce. Advertising a free trial with no immediate charges, then attempting to bill before the agreed billing date, is deceptive.Restore Online Shoppers Confidence Act (ROSCA, 15 U.S.C. *********), which requires companies offering free trials to clearly disclose all material terms, obtain express informed consent, and refrain from charging before the disclosed billing date.I am requesting a full investigation into why Adobe attempted to bill me before the free trial began. I also ask Adobe to provide a written explanation for this premature charge attempt and assurances that no further unauthorized billing will occur.

  Business Response

  Date: 09/04/2025

  Hi Team,

  We have taken the feedback as shared by the customer. It has been observed that the charge triggered on the date of purchase is due to a technical issue. We are currently investigating the issue internally. If the customer needs an update then we can share the same with the customer.

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

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an additional subscription going on in the background that I was completely unaware of for over a year. When I went to cancel it, they were going to charge me an extra 60 dollars for "cancelling early". When I finally bit the bullet and cancelled the subscription I called them in an attempt to get a refund. Over the past year I have been charged 390 dollars. They said that they would refund me for the last 3 months meaning only 90 dollars. I would like a total and complete refund.

  Business Response

  Date: 09/04/2025

  Apologies for the poor experience. The customer purchased an ********************** Stock 10 assets/month plan on August 27, 2024. In the second month, he used 8 out of 10 images. Since this is an annual subscription billed monthly (not a pay-per-use plan), cancellations made within the annual term are subject to a cancellation fee, as outlined in the Terms & Conditions. However, once the annual term ended, the customer cancelled his plan, and it happened without any fee.
  
  When the customer reached out to support, the advisor went beyond the standard 14-day refund policy and offered a 3-month refund, which the customer accepted. Additionally, as a gesture of goodwill, we have terminated the Stock plan and processed a refund for 3 more months.
  
  A total refund of $89.97 ($29.99 3 months) has been issued and will be credited back to the payment method registered with Adobe within 57 business days.
  
  Adobe Case: ADB-********-P0V2
  LASHARMA