ComplaintsforGrammarly, Inc.

Computer Software Developers

Additional Complaint Information

Customer Complaint:

Grammarly came to BBB’s attention in February 2012. A review of complaints was done in February 2024. Complaints on file concern subscriptions.

When signing up for services, consumers are encouraged to review Grammarly’s Terms of Service, specifically the Paid Accounts and Termination.

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Initial Complaint
06/16/2024
Complaint Type:
Billing Issues
Status:
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.
On June 9, 2024, I logged into my Sephora account to get a payoff balance and noticed that $144.00 was charged to my Sephora account. All of my data was breached from my **** account. When I say all of my data, I mean everything ( User ID and Password). I disputed this charge with ******* and informed them about the data breach. I was told that I would still be responsible for the charge regardless and that it would take thirty days or more to complete the disputed charge. I want the $144.00 charge plus any accrued interest removed. I don't believe that it takes that long to complete.
Business response
06/18/2024
Hello,

We have investigated the case and could not locate the email correspondence between our team and the consumer, indicating that the consumer didn't reach out to us directly to resolve their issue.

Unfortunately, the email address that the consumer provided didn't pull up a paid account in our system. We have contacted the consumer directly via the email address provided in their complaint. This will allow us to investigate the issue further and provide a resolution.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Customer response
06/18/2024

Complaint: 21857462

I am rejecting this response because:
I sent a copy of the transaction details to ***** at ******************************************
I am unable to upload the documents with this correspondence.
Transaction Details
May 24, 2024
Grammarly Coi6kv2yn Grammarly.Comca
GRAMMARLY. COM, CA
GRAMMARLY COI6KV2YN $144.00

Sincerely,

***********************
Business response
06/19/2024
A member of our support team has received the consumer's email and responded to it with more information about the charge in question.
As an exception to our refund policy, we have refunded the consumer's payment and deactivated their subscription. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged for $144 on Jan. 31, 2024, for a whole year's subscription. I never signed up for auto-renewal. In fact, I purposefully set it up as manual renewal. In fact, I have always done manual renewals in the past years. I WAS NOT notified about being put on an auto-renewal plan. I never saved any payment method in my account; however, the company charged me with the previously used credit card. I wasn't given a chance to review or approve the charge. I wasn't given a receipt (email or anything) after the charge. When I called the company, I was told all the lines were down except for some sort of swift reward card line—no customer service.
Business response
06/10/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer.
Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.

As an exception to our refund policy, we have refunded the consumer's renewal payment and deactivated their subscription. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Customer response
06/10/2024
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.
However, the business is not telling 100% truth about the following two things:
1. They changed my subscription from manual renewal to automatic renewal without my consent or reaching out for consent/denial.
2. They renewed automatically without my authorization and charged the card I used in previous year, although, I have not payment method saved in my account.
I did get refund, but their practice is fraudulent and can be a class action lawsuit.

Sincerely,

Yan G*****
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was on the free trial and suddenly Grammarly took $202.11 Cnd from my credit card charging me for a year premium subscription. That goes from June 3, 2024 to June 3, 2025. I repeatedly told them I didn't want the subscription and needed the money back but they didn't. I would like Grammarly to honour my right not to be in their premium subscription and refund the money.
Business response
06/05/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer.
As an exception to our refund policy, the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Initial Complaint
06/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have never been able to use Grammarly on my MS **** documents despite the fact that I have subscribed to their service for several months. Their website has no instructions on how to use Grammarly on **** documents. Their website's "contact us" button is misleading, because it does not allow customers to contact the company to ask them questions. Also, their website does not have a place to provide feedback or review their product. In summary, Grammarly has non-existent customer service and their web page dedicated to using their product has no coherent instructions on how to use their product.
Business response
06/03/2024
Hello,

We have investigated the case and could not locate the email correspondence between our team and the consumer.

Unfortunately, the email address that the consumer provided didn't pull up a paid account in our system. We have contacted the consumer directly via the email address provided in their complaint. This will allow us to investigate the issue further and provide a resolution.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Customer response
06/03/2024

Complaint: 21788872

I am rejecting this response because: a person from Grammarly using the name "*******" contacted me on 5/31/2024 at my Gmail address ******************* but her email made no mention of how to resolve the problem. On 6/3/2024, a person from Grammarly using the name "*******" (I am not sure if ******* is *******) contacted me on my Yahoo email ******************* saying that there was no one with my Yahoo email had a Grammarly account. I responded that the email address associated with my Grammarly account is ****************** The person called ******* did not respond to my email to acknowledge that I am the person that filed the BBB complaint. Furthermore, in her email, ******* did not address any of the issues in my BBB complaint.

Sincerely,

******************************
Business response
06/05/2024
Hello,

We have investigated the case and have located the further email correspondence between our team and the consumer.
We can confirm that the issue has been resolved. Also, in an attempt to make up for the inconvenience, we have granted the consumer an additional month of Premium, which weve added to the end of their subscription period, free of charge.
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team
Initial Complaint
05/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There was a fraudulent transaction charge on my account and when I reached out to Grammarly they said they can only refund 114 dollars out of the 144 dollars that has been debited to my account. This happened this morning and they won't answer why I can't receive a full refund. My issue is time sensitive because I need the funds fo medical reasons and I am getting frustrated they are not answering. I really need the funds.
Business response
05/31/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer.

As an exception to our refund policy, the consumer's subscription has been deactivated, and the full initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Customer response
05/31/2024
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
05/21/2024
Complaint Type:
Product Issues
Status:
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.
*This is an automatic yearly deduction from my bank *Grammarly deducted $144.00 on 2-5-2024 *For the past three weeks Grammarly does not make the corrections instead I am instructed to sign in to my account * I have made multiple attempts to sign in. Thinking my password was incorrect I tried to reset it. I get a message that if this email is correct that will send me reset instructions.* I have two email accounts ******************* and ********************** * I get no response to either * I tried to delete the email ******************* as instructed by their suggestion "TRY THIS' Well now it says I don't have an account but they will offer me a free trial * I have called ************ and keep getting instructions on how to communicate by writing. * There is no option to speak with a person.* I had Carpal tunnel surgery on May 8th on my left wrist and elbow and have to have it done on my right in maybe 4 months. This is not easy for me to type. * I don't know if this is an account number but it came off of my bank statement GRAMMARLY COYS3qMQ6
Business response
05/23/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer.

As an exception to our refund policy, we have refunded the consumer's renewal payment and deactivated their subscription. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Customer response
05/24/2024
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,

***********************
Customer response
05/31/2024
Although Grammarly did return my money of $144.00, they failed to remove their suggestions from my computer. I need them to completely remove their program from my computer. It is causing problems with my typing because it wants to make the corrections still. I have taken a photo of what I am talking about please see the attachment. Thank you, ***********************
Business response
06/03/2024
Hi there,
We apologize for any frustration.
If the consumer would like to uninstall Grammarly, we suggest that they follow the corresponding instructions in the relevant section of our Knowledge Base: ****************************;
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team
Initial Complaint
05/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I go to school and I work off of a computer that is public access and has access to other students and a lot of them use grammarly but I don't know I got charged for it we actually get that program for free with our school so why would I pay for it I have since then called my bank and canceled my card and made a report but grammarly is not making any effort to try to resolve this matter. I have included a text message that I sent them as soon as I seen the charge my bank alerted me that there was a charge withdrawn from my account so I looked and I contacted grammarly as soon as I seen it was on my bank account this is the response that they gave me I sent two emails that I sent my bank statement. I just want to refund and if I have to I'll get my school involved because we get those we get we get an account for free with ********************** so why would I pay for it through our EDU .gov accounts.
Business response
05/06/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer.
As an exception to our refund policy, the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Customer response
05/06/2024
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
04/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got a monthly Grammarly subscription, yet I was charged $153.50 on April 3, 2024, and once I canceled the subscription, I did not get a refund.
Business response
04/29/2024
Hello,

We have investigated the case and could not locate the email correspondence between our team and the consumer, indicating that the consumer didn't reach out to us directly to resolve their issue.

We have contacted the consumer directly via the email address provided in their complaint. This will allow us to investigate the issue further and provide a resolution.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Customer response
04/29/2024
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
04/23/2024
Complaint Type:
Product Issues
Status:
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.
transaction date 3/7 they charged my card $139.95 on 3/7. I received an email letting me know that my subscription would be cancelled effective 3/7 unless i update my card information. on the same day i went to the website cancelled my subscription and never gave them my card information. yet they manged to find my new card information and they decided to bill me. I reached out to them and disputed the charge but they are telling me i never cancelled the subscription which is full of c*** I never renewed either since their email clearly states that after 3/7 I will not enjoy the service unless i update my payment method. this company is known to do this and this is fraud.
Business response
04/25/2024
Hello,

We have investigated the case and could not locate the email correspondence between our team and the consumer, indicating that the consumer didn't reach out to us directly to resolve their issue.

Unfortunately, the email address that the consumer provided didn't pull up a paid account in our system. We have contacted the consumer directly via the email address provided in their complaint. This will allow us to investigate the issue further and provide a resolution.

Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Initial Complaint
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I decided to sign up for a half price annual subscription to grammerly because I'm trying to write short stories and I found the free one I had on my email address at ********************* helpful. I have a new email address and they sent me the offer in that one so I joined 3-18-2024. A month ago. Since then after doing what they say to do I I've tried daily to use it but only get free. THEY OFFER NO SUPPORT AT ALL. I KEEP GETTING CANNED ANSWERS BY ***** SAYING WE GET MANY LETTERS WE HAVE YOURS BUT ARE OVERLOADED. A CASE NUMBER. THATS IT NO LIVE AGENT EVER. SO I MISSED GETTING A ***** CORRECTED BECAUSE I GAVE UP. I NEVER GOT ANY HELP. I CLOSED ALL SIGN INS WHICH US OAST THE ***** GUESSED I NEED STILL ONLY FREE Help. I'M 79 YEARS OLD AND ON A FIXED INCOME.I AM FRUSTRATED AND ANGRY THEY ARE TAKING ADVANTAGE OF ME. WHAT I WANT IS TO EASILY BE ABLE TO GO TO COMPUTER TURN ON HIT GRAMMARLY AND Transfer THE ***** TO MY DESKTOP AFTER CORRECTIONS . BUT NO MORE *****S *********************
Business response
04/22/2024
Hello,
We have investigated the case and have found the email correspondence between our team and the consumer, indicating that the consumer created two Grammarly accounts.
Our support team has refunded the payment for one of the accounts. Also, they have provided the instructions on how to access the second account.
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team

Customer response
04/23/2024

Complaint: 21592441

I am rejecting this response because: I had a free account and when they emailed me offering me a year using premium GRAMMARLY I said yes. I paid 3-18-24 . I still could not get on the paid one. I kept emailing but never got a human for three weeks just canned emails like we are busy but working on it.
I sent a complaint to you and then ***** sent me an email telling me to close the free account in another email address ********************** that they said was problem. I did that right away. Then I used the pass word o had written down but could not sign in two weeks ago. Again I emailed but got canned responses. I've changed my password as he sent me email saying I tried to sign in with wrong password but I did not. Also there was NO PLACE TELLING ME DO U WANT TO CHANGE PASSWORDS. I changed it.
I've tried to sign in 10 times in three days.itcstill shows my old free account but there is no one to talk to or text or email to find out whyS I still can not sign in. I do not want my money back I want support which they say they offer but I've never gotten.i need this program.
Most of what I've gotten has been AI. ******************

Sincerely,

*********************
Business response
04/24/2024
Hello,
We'd like to inform that we do staff our support team with real, live humans. Were deeply sorry for the frustration that the buyer has experienced.
Our support team has helped the buyer to successfully reset their password and log in to their account under ju******@****o.com.
As requested by the buyer, our support team refunded their payment and canceled their Premium subscription under ju******@****o.com. If the buyer desires to continue using Grammarly Premium, we suggest that they upgrade to Premium again.
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team

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