Consumer Complaints and Reviews
I joined Qooqee 09/2016 for their widgets which are applications or plugins for Adobe Muse website. There has not been 1 widget that I've used from the membership that I've purchased that has actually worked. Qooqee customer service is poor, it's lower than poor. They offer no real help nor resolution to their dysfunctional, non-working products. They have an email support system that allows you to submit a screenshot of what the technical issues are, they reply back with no real-time assistance that eradicate the issue. I have numerous emails to show the many times I've requested assistance for the same products, all I've received is a run around with no resolve. I am a web designer who offers services for my consumers, I've lost customers because I've failed to produce quality timely work.
Qooqee has not only cost me money but their defective products has cost me lost time and accrued unsatisfied customers. I've requested a refund and to no prevail I was denied. I am now searching for other third-party widget providers for Adobe Muse that offer reliable widgets that actually work along with real-time customer service that resolves any issue a consumer may have with their product.
I work within an in house creative department in a large corporate company. Having used Adobe software particularly Indesign, Photoshop and Illustrator, we were as a team very excited to finally get to upgrade to their cloud system earlier this year. Obviously keen on all the updates to the software, and access to all the resources that come along with it, but one of the biggest selling points for us as a team - 100GB available on the cloud for each user to use anywhere any time, amazing!
It has however been a disaster! Deadlines are currently zooming past us, and countless hours of staff resources have been wasted trying to resolve issues created around it. From the get go, it was slow, and sluggish. Files would synch on my side, but my colleague next to me would be seeing something completely different. Computers were suddenly slow to get up and running, and we constantly had to refer to the date we'd last saved an item when passing it over to another member of the team to make sure they were working on the right version!
Then, on the 23rd of October, that's right, almost a month ago, around 30% of our work literally disappeared off of the cloud! No warning, and as yet, no explanation from Adobe. I immediately logged the issue on the help desk, and it's been a nightmare since. 3 online chats, countless e-mails, regularly having to repeat details already given in the overall brief. That's a third of our files worked on this year - gone! With no guarantee yet from Adobe that we'll ever get them back, or how long they may take to come to some sort of resolution of the issue. I'll leave you to imagine what sort of an impact that has on the bottom line of the business. It's a scary thought!
If anyone has any advice on this issue, or, if by some miracle someone with some swing in Adobe reads this, please help! "I completely understand the situation here. There is no estimated turnaround time for this to get fixed however I will surely go ahead and contact them on priority and share an update on this with you soon" is just not an adequate explanation we can give a client! I'm really disappointed as I just expected more from the leader in creative software.
Since last July and we are now in October I am trying to make Acrobat DC work on this PC. After 8 support chats, I came to the conclusion that what Adobe wants is my money and when they have it, I become disposable. I am trying now to transfer this license key from one user Adobe account to another one, but it has been already two weeks I am trying without a resolution. I don't know who are those people at support chat, but my 12 years old can do better. I am discarding this license as lesson learned and go with Nitro. Adobe must have the worst support group in the industry. I give them zero.
I contacted Adobe to cancel 3 of 7 seats that I have for my company. We have been using Adobe products since 2007 for web development, graphic design and other various marketing related tasks. And we started using the creative cloud products in 2011 in order to reduce cost and make sure our software is always up to date. As of now I would like to remove 3 of the 7 seats that I have had purchased and Adobe is telling me that I cannot cancel without paying a cancellation fee of 75% of the annual fee. This is truly absurd. I signed a one year agreement 5 years ago, yet they are still holding me to the terms of the one year agreement. I don't even want to cancel my entire account just 3 of the 7 software seats.
I have Adobe Photoshop subscription and I do not use it, so I called to cancel it after almost 2 years thinking that it is more than one year so I will not be charged any cancellation fee. Turned out that the rule is after subscription renewed automatically in one year I am required to pay cancellation fees again. I think it is very unfair. :(
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I ordered Adobe Acrobat teacher edition for our education staff in the beginning of July (2016). I was sent an email confirmation with a link to upload the verification documents showing that our staff person is a teacher. I received an approval email but the order never showed up on my Adobe account. I called, was repeatedly transferred, made to re-order the item over the phone, sent more verification request, sent documents, approved again, never received the product again. Called again, transferred again, instructed to go to Support Chat, chatted with them, told the "case escalated" and I would be contacted. Never contacted.
I call back, transferred many times, referred back to Support chat where I expressed my frustrations of now waiting 7 weeks for the order to get resolved. Customer Service apologized and scheduled a time to call the next day. I waited for 5 hours - no call. Contacted them again this week and told the exact same not helpful information as the prior 7 weeks. Again they said the case was getting "escalated" but I finally told them to cancel the order and I would find an alternative to Acrobat. I did and I am happier for it. I encourage people to look and support alternatives to these companies who act like software tyrants. Absolutely ridiculous that they could not resolve a simple order issue in 8 weeks.
Adobe Acrobat PDF pro tools and readers alike are terrible tools that sit on top of a normal, uninventive file format called PDFs. At one time, maybe PDFs were creative enough to force companies into paying for something they didn't understand, but this thing has run its course. Adobe sits on its fat brand the same Xerox did with copiers. The truth of this company is you'll be dissatisfied at every step. The constant upsells and advertising. The sneaky bundling of software products you don't need. The invasive, daily requests that remind you to pay for something during a trial period.
The best tool they have is the Reader, which you can have for free and stay relatively disconnected from the harassing advertising and upsells linked with Adobe, but it's still updated more than any other tool on my computer. I think I actually had Adobe Reader updated 3 times in 2 days at one point. And if not, it certainly feels that way. If you ignore the constant update requests, you just get peppered daily with reminders until you relent. The company has one agenda - to make money as quickly and forcefully as possible to cash out on what is obviously a dying company.
I contacted them concerning a payment and they were very rude to me and spoke to me as if I were an idiot. After I cancelled my plan because I had no longer needed to use the product they took $94 out of my account as cancellation fees. This is absolutely appalling and I DO NOT recommend this app to anyone unless you enjoy having a ridiculous amount of money taken from your account. It is especially hard if you are a university student who can't afford much. The $94 taken from my account resulted in a late payment for rent, and I had to fork out of my savings to pay it in time. Not happy at all.
My bank account was automatically deducted $20 for "ADOBE". I don't recall having authorized this transaction and I never do for any product unless "forced to" by the company from which I'm purchasing a product. Since I didn't recognize this payment I have tried calling Customer Care Service. Naturally, there's a recording that sends you to a new menu and then to another until you can't go any further! It doesn't give you the option to talk to a real person and ask about a billing situation. I am incredibly frustrated and angry that a company such as ADOBE doesn't provide the customer with basic attention. NOBODY answers and there's no way I can find out what I'm paying for and WHY? If I did authorize this payment, at least I want to know what I purchased. I feel abused!
This is the WORST company I have ever experience customer service-wise. Oh, the customer didn't realize it was an annual plan and only used it for less than 20 days? Let's give him a huge ** $44 cancellation fee. This company is beyond a joke, and I will never use their services again. Not to mention, I could barely understand every single representative. All this is Adobe scamming their unsuspecting customers out of more money to feed off of their dying payment system. Screw you Adobe, and your products.
I purchased an Adobe Cloud for 14.95 per month and my card was charged over a 100 dollars! I cancelled my account after one month and was billed another 14.95 plus 75.00 dollars. Watch out for these snakes. They are not telling you that your credit cards will be charged without your permission! I could find nothing saying I was committed for one year and to top it off they cancelled my access to something I paid for!
I was kept transferring to different people, One of the rep gave me the number: 1800-642-3263 to seek help. I innocently believed her and called this number to resolve my issue, I was shocked to hear that I was connected to some Vulgar recording... I called back to Adobe (India office) and demanded to speak with Supervisor and finally he resolved my issue. If Adobe Call center India keep giving vulgar number, It will damage Adobe's good reputation for sure. My call was made between 12.30 to 1PM (USA timings, 8/22/2016)... I hope Adobe must be keeping the record of tele-conversation; which can help to rectify the issue. Thank you.
I wanted to find out whether the version of Adobe Elements I have on my computer was compatible with Windows 10. After 1 hours pressing every single option on the phone and website, I was unable to get through to anyone. Photoshop Elements are expensive products. This lack of customer support is not acceptable!
BEWARE OF ADOBE STOCK FREE ACCOUNT. I had a free, trial account with Adobe Stock that allowed me to download a number of free images. I mistakenly selected a video instead of an image. This was an easy mistake to make, as the videos appeared alongside the images. I was not offered the chance to confirm the payment, as this has been set up as a one-click transaction (which is generally not the norm online). For example, I did not have the option to log on to PayPal and review/confirm the payment, as happens e.g. on eBay. By the time I realized this, I had been billed for $85 for a 7-second video!!!
I immediately contacted multiple people at the Adobe call center, all of whom were unhelpful, didactic and abrasive and of course I received no refund. I would not use or recommend this service to anyone. I intend to blog about and review this transaction online extensively in order to warn other unsuspecting customers [case #: **].
During our various chats, I suggested a remote access session so that they could diagnose the problem. After numerous escalations, and what amounted to an online chat brawl (LOL), an intelligent Customer Service Rep (CSR) connected me with a technician who knew what he was doing. After a 10-minute remote access session the problem appears to be fixed; The technician explained the problem and confirmed that the problem had been solved. I was stupefied. I certainly appreciate this. One must wonder however why Adobe would have a CSR spend hours on pointless chats, torture their customers, destroy confidence in their brand, when the solutions aren't difficult. Maybe someone at Adobe can explain this to their customers. Based on other reviews there seems to be no shortage of unhappy customers.
I purchase a new version of Adobe Acrobat Pro DC. Despite the serial number being valid the software cannot be validated due to a glitch on Adobe's side. Adobe keeps assuring me that the problem will be fixed but makes excuses and never fixes it.
Customer service is horrible! When I told this man my problem is responded with short "ok's" and that's it. Then ten minutes later he would type a short, unhelpful response. It was very obvious to me he wasn't even an expert on the software. Finally he disappeared for such a long period (without saying anything) that I asked if he was still there. Then he just said he didn't know what to do. As if that isn't bad enough, why wouldn't he at least say that sooner instead of just going MIA and letting me sit there waiting like a fool. I usually try to give people the benefit of the doubt but this was ridiculous. Hour of work wasted because the software doesn't work. My conclusion is a bug and they know there is no solution. After reading these complaints it looks like I won't be getting any money back either. Despite the fact the program is simply not working. Not cool Adobe!
I have been trying to get help with my current issue with CS3. It's worked without any issues for years, and suddenly I get an error message: "Licensing for this product has stopped working". Their service is a chat with someone from another country with sketchy english skills at best. The solution was update your software!! They also suggested I go to their forum. I did; there were pages and pages of people with the exact same problem - non resolved. What a horrible, horrible company to do business with.
The organizer is very slow even with small catalog of photos. This is a KNOWN issue with PSE14. I upgraded from PSE11. Not happy. No support or responses on their website. Not happy! The editor seems ok but the organizer is horrid. Guess I could use the old organizer but have put in 300 new photos since getting 14... An UPDATE needs to be done so all of us who have had this problem can get some satisfaction.
I work for an educational organisation. So I was able to buy a year subscription for +/-20 euro a year. After this period I received a mail that the yearly subscription extends for 25 euro. It did not mention a monthly description. Afterwards my credit card was charged for 30,24 euro a month. This I call theft.
I specifically subscribed for a one month subscription to ADOBE PDF TRANSFER DC. My credit union records and their "INVOICE" shows a $28.88 charge. The entry into the application specified a lower rate for an Annual Subscription something in the neighborhood of 12 or close to $13.00. I chose a one month subscription for which they charged $29.88. However when I reference other links I am subscribed for a year. I presume a year at the $29.88 per month.
The contacts speak very poor English and this made IT very difficult to communicate. Generally the frame of reference seemed to be that I was the problem. I finally was able to use the product after multiple iterations of changing my password. The result of the PDF to Excel transfer was so garbled that there was and is not point in using the product. I then tried to cancel. Even if I thought I had paid a monthly rate I was told I would have to pay that rate for a year because of some obtuse way that is what the situation was. They would cancel but I would still pay for a year.
Connections to support, Billing Staff were more than slow. I waited for a response for over a half hour. Thank goodness I have a speakerphone so that I could do things while I waited. The cancellation process was useless and was only a repetitious loop of instructions that did not yield a sensible result. I am going to advise my Credit Card Company to not honor their payments. I also considered creating a site like this one specifically for ADOBE USER complaints. I have spent more than a thousand on ADOBE products, but have had difficulty in using their products to the point that I abandoned them and let them expire. This iteration is impossible!
Pure garbage. I have a subscription that I pay $15.00 a month for and you cannot even edit an X out of the document I am working on. To make matters worse Adobe cannot fix it either. The last time I was online on a Saturday because you cannot reach a live person on the phone on a Saturday. They could not fix it so they disconnected the conversation. Horrible customer service. I have contacted the BBB and Consumer Affairs about this already. My next call is to the credit card company to dispute any charges for this absolutely WORTHLESS Piece of GARBAGE. STAY AWAY FROM ADOBE DC. IT IS PURE GARBAGE!!!
I have had an ongoing issue with Adobe that has YET to be rectified. I have tried everything. Their customer CHAT is useless. I've escalated my case three times, been assured that someone from Adobe would contact me within 2-3 business days, then again I was assured that I would be contacted within 24 hrs. NO ONE from Adobe has ever contacted me. I have been a long-time member of their Creative Cloud membership and I had never had this complaint before. I suspect that like many companies who are trying to cut costs, they have moved their entire support to India/Philippines, etc and despite basic rudimentary English skills, their customer service seems to have completely dropped off. I want nothing to do with them and wish there was another route.
WORSE SERVICE EVER! I work in education and have been trying to get my tax refund since May 31st. I am always being transferred to India and am unable to communicate with someone in the US. They keep putting me off for my tax refund. I found the number for corp and I called to San Jose and the receptionist could not give me someone in the USA or Corporation to speak with! I have never been treated so rudely! I think you need to learn customer service from Amazon! #Adobeworsecustomerserviceever #Amazonknowshowtodocustomerservice - This is by far the worse customer service I have ever had.
Pros: 1. My designers liked the conveniency of Cloud software and updates across multiple devices, including the ability to access it from their own computers and mobiles. Cons: 1. As the purchasing enterprise, I did not get copies of the work I hired people for; because Adobe gives designers (even the ones I hired) the option of a.) storing it on cloud, or b.) downloading to their device. So why did I pay a 39.99 per/month team management fee?
2. My designers complained that Adobe's Cloud Storage was too slow. I witnessed one 4 MB download from our office in Shanghai that took 9 hours. 3. There is no option to click for renewal, suspension, or cancellation. The renewal is automatic and any option other than upgrading must be done by requesting a chat or calling a customer representative. 4. The representatives focused more on delaying my request to cancel than they did listening to the Cons listed above, or my preference to suspend my account. 5. Once you quit, you lose Cloud access to all the documents that were bought or created.
Worst customer service by far! I paid for a subscription of the Adobe Illustrator on 5/24 (month by month payment basis) and decided to cancel it today so that I wouldn't get charged for the next month as I only needed it for this month. By cancelling the membership, I didn't realize that my access to Illustrator for the rest of the billing period would be cancelled as well. What kind of company does that? It's called stealing money. Don't buy from this company! Upon contacting customer support, the agent simply told me I would need to place a new order. No, I am not placing a new order. For a huge company, you would think they would put a little more effort in their customer service.
I've used Adobe products for over 10 years and was always very happy with them until recently. In the past I could purchase upgrades for Photoshop Elements rather than pay full price for a new version, but they no longer let me do that which really sucks when you buy a new computer and can't transfer your existing applications. And the customer service is absolutely horrendous. When I did finally break down and decided to purchase the latest version of Elements (after downloading the 30-day trial), there was some unexplainable glitch with my order and I did not receive a serial number.
The only way to contact their customer service was through chat (which I HATE) and essentially what they told me was that my order could take up to 24 hours to process. WTH??? Since when does it take that long to process an order? I asked for an explanation, but they could give none. So I told them just to cancel the order. They said they couldn't without the serial number...but I didn't have the serial number because the order hadn't processed yet... I repeatedly insisted that it be cancelled immediately or I'd report it as a fraudulent transaction to my credit card company. Amazingly, they were suddenly able to cancel it. What a stinking joke!!!
I'm old and have been using the internet to do everything since the internet was invented, and never have I encountered something so insanely stupid. In the past it was always a seamless transaction to purchase a product license. I try to be open-minded and fair to everyone, but even with chatting rather than speaking with someone on the phone, I could still tell that their reps are outsourced from another country. Which is fine, if you can communicate and solve problems, but they can't. I'm now looking for an alternative to Adobe products. They've lost a loyal customer but I have a feeling they couldn't care less.
I recently subscribed to the Adobe Creative Cloud for an ongoing project. I already have Photoshop and Acrobat Reader installed but I was required to uninstall them and download it again through Adobe Creative Cloud even though it was the same version already. I should have no problems with that, however, my download took more than 3 hours and I have to redownload it several times because of some errors indicated in the Adobe Creative Cloud window. I ended up just leaving my computer turned on to install the photoshop. And, I guess it's a really smart way to milk everyone's cash by turning it into subscription basis instead of just paying for licenses only if there are updates.
I had a problem getting my subscription activated after updating my credit card info (it had expired). None of the programs will open without a message popping up to activate my subscription. So, I contacted customer service on May 13. They told me the case was sent on to someone who could resolve the issue and that it would be done in 2-3 business days. Day 3, and I still had heard nothing so I sent a message on my service page on my account. It says expect a reply in 24 hours, yet nothing.
I contact another person yesterday, and again today, day 4, and they both say that there is nothing they can do and they both have promised that in 24 hours it will be resolved. I am so mad that they keep passing me off and I am ready to cancel Adobe altogether but I don't know what other software to use right now. I will wait and if I do not hear anything tomorrow, I will keep contacting them. All of the reps I have talked to so far are either clueless or just do not care. I asked for a refund because I am losing money from my freelance jobs since I cannot get any photos edited, however they said they can't do that. I am so mad right now! Hopefully this will get resolved soon!!!
I work for a school and had my school credit card charged for a full year subscription to creative cloud ($500). All of our CC accounts had been cancelled so I wasn't sure why it was there. I called and they did find the charge and would credit it if I knew the email address that it was linked to. We have over 800 email accounts in the school and I didn't know which one the charge was connected to, obviously one of the accounts was not cancelled. Anyways, Adobe would not give me the email address that it was connected to. They wanted me to guess the account. I told them my dilemma, having over 800 accounts to guess from, I have the correct email domain name, but they wouldn't tell me the email address, said it was for security. After going through many escalations, the best they could do is cancel the account, which is fine, however, they still won't tell me the email address and will not refund the money.
They said that next year it won't be charged, big deal!!! I don't understand why they can charge me for the subscription PLUS not give me the email account so that at least we could use the product for the year. Highway robbery. Credit card company won't refund either since Adobe won't give me the information that I need to cancel the charge. Adobe tells me to contact credit card company, credit card company tells me to contact Adobe. It doesn't make any sense that they will verify that they see the charge to my visa, that the email domain name is correct but still won't give me the "school" email account that this is linked to. I am frustrated beyond belief. They have escalated this higher and I have a case number but the rep on the phone said that there is no way they will ever tell me the email account.
For complicated reasons I was unable to get into my account. When I attempted to sort out the problem I found the person it got using chat did not understand and asked for an error message which I never got because I simply wasn't able to even get to the point that I would get an error message. (I often find that chat people generally don't read with comprehension what the customer writes and that appeared to be so in this case.) After searching through its online help pages I could find nothing relevant to my "convert" service although it appeared that I needed to do so to get knowledgeable assistance. So I called the customer service number. That resulted in my given instructions to go back online for help. When it was clear that those instructions just brought me to the dead ends I'd hit earlier, I called back. Again I was told that I needed to go online.
At that point I had decided that I simply wanted to cancel but the person I was speaking with said I'd need cancel online (where I'd only hit dead ends). So I asked to speak to her supervisor. I then got a very nice gentleman who remained polite and patient. However, he also kept trying me to get tech help and it was very hard to get him to accept that I definitely and finally and absolutely intended to cancel. Basically it became clear that customers wishing to cancel who can't get into their account or find their type of account in its list, will discover that it is almost impossible to cancel an account.
One additional frustration with my seeking help online: I kept getting a page trying to get me to buy their cloud service. That was definitely part of what convinced me to give up on fixing my account access problems and simply cancel and escape Adobe altogether. Basic point: Be aware that in a situation like mine it will be extremely difficult to get to someone who can and will cancel your account. You will need to be persistent and extremely clear -- repeating in the shortest, clearest possible way that you are cancelling. Eventually a supervisor at Customer Service WILL be able to handle that for you even though the first person you get will likely send you back to their web pages again.
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