How to Change a One-Year Subscription? "Adobe Photoshop Lightroom" doesn't include Photoshop!!

Forum|Forum|1 year ago
January 21, 2025
2 replies
634 views

Help I inadvertently bought the wrong subscription that doesn't include Photoshop! I bought a one-year subscription for “Adobe Photoshop Lightroom” from Best Buy online, assuming that it includes both Photoshop and Lightroom, but when I redeemed the code, I saw that it only includes Lightroom! I realize now that what I need is the Photography Plan because I need BOTH Photoshop and Lightroom. I feel that the product name and image were both very misleading/deceptive because they both include the word “Photoshop” in it. Adobe Support says to contact Best Buy for a refund but Best Buy refuses to give an exchange, refund or store credit and says I should contact Adobe Support. How can I change or upgrade my subscription to what I actually need?? I actually bought several of these subscriptions, so I’m out a lot of money if I can’t get these changed to the plan that I actually need.

melbendi

Inspiring

I would contact Adobe again and tell them BestBuy deferred you back to them. Adobe was helpful to me in refunding a month that was already paid on my monthly subscription of Creative Cloud so that I could apply it to the year plan instead, so I think they will help you if you explain to them that you only just purchased the plans by mistake and would like to apply the credit toward the other plan. Ultimately, the subscription is with Adobe, so I don't see why they wouldn't be able to help you in some way.

C

cps01_8917Author

Participant

We have tried several times talking to Adobe reps, but they insist that they simply can't/won't change a subscription or allow a paid upgrade. They can only offer a 7-day free trial for Photoshop (!). Simply awful customer service and policies - my opinion of Adobe as a company has definitely gone down a lot.

melbendi

Inspiring

I'm sorry to hear they won't help, I agree, that isn't good customer service, but even worse is BestBuy misrepresenting the product! I would contact BestBuy again and tell them Adobe said they should handle it. Most importantly I would emphasize that Lightroom is NOT called "Photoshop Lightroom", as per Adobe's website. Photoshop is a completely different product, and as such, you are absolutely correct, it was misrepresented and therefore, you did not receive what you purchased. If BestBuy won't make it right, I would go through my credit card (or PayPal if you used that) and put in a claim, making it clear that the product was sold as "Photoshop" and "Lightroom", not just Lightroom. Make it clear the product Lightroom does not have "Photoshop" in it's title. I would really put my foot down. At the same time, don't stress, because that's even worse, but I would go strongly for making it right, if I could. In fact, you could cut to the chase and just go straight to your credit card (or Paypal) for help at this point since BestBuy has already put you off once.

creative explorer

Community Expert

@cps01_8917 if you have bought alot of these subscriptions, then you would or should know what is what. Since you have already redeem the code, I can see why Best Buy won't give your money back. If the code wasn't used, then you have a case.

Your best bet is to contact the Customer Service with Adobe, not the Community of Users, https://helpx.adobe.com/ca/contact.html

Good luck though, hopefully, you get what you want

m

C

cps01_8917Author

Participant

I asked for an exchange/credit/refund for the codes that I have NOT redeemed. Obviously I haven't bought this particular subscription "Adobe Photoshop Lightroom" before, and was misled by the product name and image, as were many other people on the Best Buy website who were also misled and left unhappy comments. Adobe says to contact Best Buy, Best Buy says to contact Adobe. Since neither side has been helpful so far, I'm hoping someone in the community has some helpful advice.

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