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
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled my Grammarly premium subscription in 2023. I was unknowingly charged $144.00 on 6/19/2024. Reference number on my Discover account- COWQ17W1G. I have attempted several times to find resolution from the number provided on my billing statement ************ to no avail. There is no live customer support and the ********************** support resources have not been functioning. If there is a way to assist me, I would greatly appreciate it. I am requesting a refund as I no longer utilize this service. Thank you and have a great day!
Business response
07/11/2024
Hello,

Let us note that we don't provide phone support at this time and focus on providing high-quality responses by email.

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
07/12/2024
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
06/30/2024
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.
around the first week of June, I decided to try a free trial of Grammarly to try the product as I was offered a free trial. I cancelled within the trial period and went through all the necessary prompts that ask the reason for cancelling. I was directed to a page that said the subscription was cancelled and I can continue to enjoy the product until the end of my trial date but I would not be charged. I went on to check charges on my card before paying my bill and I realized there indeed was a charge for a annual membership on my charge. This shouldn't be allowed to happen. Grammarly needs to fix this problem and do better with potential costumers in the future.
Business response
07/02/2024
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
06/28/2024
Complaint Type:
Sales and Advertising 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 23,2024 I was trying to enroll to a trial plan of Grammarly Business Plan which stated it's free for 7 days and it won't charge my card anything rather than 0$ for card verification. Even though the plan cost was 75$. So I had given my card details as thinking it won't charge me anything above 0$ as shown on their website, at that time my card have a balance of 10$. Since I was thinking of enrolling now and I will have 7 days to pay the plan cost of 75$.But after entering my card details the Grammarly tried to charge my card 75$ without my consent and this results to violation and fraud attempt to charge my card. Following this attempt my bank has charged me 1$ for each fail attempt..I had tried 2 times. And 2$ has been debited by my bank and also that made a negative remark on my bank statement as POS DECLINE fee due to insufficient balance. Which is not at good for me.So I had contacted the support of Grammarly on the same day and first 2-3 emails they were saying like they don't charge anything etc etc. But on last response they admitted that they had tried to charge my card the full plan as a hold etc. Even though I don't authorise the transaction. In this case I own a official apology and also change their system correctly so that customer are billed as per what shown in their site. Also I need a compensation for the stress and mental agony i had went through
Business response
07/02/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer.
As noted in our email, when a consumer signs up for a free trial of Grammarly Business, they will not be charged immediately. However, we perform a test transaction which amounts to the cost of the preferred plan.

This transaction is meant to validate the payment method and our ability to transact against it for the Grammarly Business subscription. It is only temporary and will appear as Pending on the statement. Later, it will either be removed if the consumer cancels their subscription or replaced by the actual charge for the Business subscription if the consumer chooses to proceed with it. We sincerely apologize for any inconvenience this may have caused.
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team
Customer response
07/02/2024

Complaint: 21919024

I am rejecting this response because:
Even though showing pending or actual charge or any i don't care. My question is simple and clear.
On your checkout page it was showing the amount trying to charge is 0$.
Then why you attempted to charge my card for the plan price.
Thats my question, due to this attempt my bank charged me fee for attempting to charge without insufficient funds. As your plan was 75$ and at time of charge my card has 10$. Which is normally sufficient for almost any trial plan subscription etc.

So I'm asking again, did I give you consent to charge my card for this whole amount. No .
Then why you attempted to do so

Sincerely,

***************************
Business response
07/03/2024
Hello,
We apologize for any confusion, and have forwarded this feedback to the corresponding team.
Please note that, as stated in our email, we perform a test transaction that amounts to the cost of the preferred plan. However, this transaction is not processed until the end of the expiration period.
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team

Customer response
07/03/2024

Complaint: 21919024

I am rejecting this response because:
Still now you are not accepting your fault, if you are doing any such transaction of test or actual why you are not showing on your checkout page. In your checkout page you are showing as 0$ is going to be attempted. But actual story is different as you are trying to charge a plan amount.
Which is the basis of my complaint, since you have no intention to address my concern, I'm planning to escalate this to Court for my justice.

Since due to this behaviour of yours, it costed me charges from my bank side, i will wait for 48hrs for your final response on my complaint before moving to next.
My demands are simple.
1. Change your billing system to show actual Process, like if you are planning to bill a test transaction of actual plan amount SHOW THAT ON CHECKOUT , else try charge 0$ as shown.
2. Compensate me for the loss suffered
3. A formal apology from your side

Sincerely,

***************************
Initial Complaint
06/19/2024
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.
Cancelled subscription upon identification of annual billing 10 days after renewal and cancelled. Grammarly is forcing 12 months billing when product is not desired. No representative available via their ***********. All options take you to a website that you cant take any additional action to resolve. Purposely no reps to cancel and negate subscription fee. Bad business
Business response
06/20/2024
Hello,

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

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