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
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I have included a text message that I sent them as soon as I seen the charge my bank alerted me that there was a charge withdrawn from my account so I looked and I contacted grammarly as soon as I seen it was on my bank account this is the response that they gave me I sent two emails that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
Initial Complaint
04/12/2024
Complaint Type:
Order 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 April 6, 2024, I noticed my Grammly said I needed to pay to upgrade to premium. I provided all the necessary information showing I paid for it. I told them my daughter needed Grammarly for an important essay. Now I just get an automated message. If I provide evidence I paid the bill why am I getting the run around to put my service back on? I get automated emails.
Business response
04/15/2024
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 subscriptions. To prevent double-billing, our support team canceled the consumer's pending payment for one of the accounts so the consumer can continue using the other account associated with Apple ID for their ********************** needs.
Our support team has provided the instructions on how to access the Premium subscription via email. We kindly ask the buyer to follow them.
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team
Initial Complaint
04/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The customer service told me they would send my refund right away and once again going back on their word saying itll take 10-days to issue the funds to my paypal account why is a refund taking 10 days to issue????The transaction happened march 1 its now April 3?
Business response
04/09/2024
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
04/09/2024
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,

Ikeashia ****
Initial Complaint
04/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a monthly subscription that automatically renewed on 3/31/2024 without my knowledge. Consequently, $144 was taken from my bank account on 3/31/2024. This automatic payment put me in a financial deficit. It would have been nice to have notification that the subscription would renew automatically. This is my first complaint.But my biggest concern/complaint is that when I cancelled the subscription on 4/3/2024, I was notified that I would not get a refund and that my subscription would cancel after 1 year on 3/31/2025. This is terrible business practice! I can understand if the subscription renewed months ago. But it had only been 3 days! As soon as I noticed the charge, I cancelled. I make this complaint to warn other consumers to only use the FREE Grammarly and never ever sign up for a subscription. Or maybe even find another editing app with better business practices.
Business response
04/04/2024
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
04/04/2024
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. Thank you for the quick resolution.

Sincerely,

*****************************
Initial Complaint
03/26/2024
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.
Hello,I am needing to get help with receiving a refund I was charged for the product though I requested a cancellation prior to trial date ending. I sent my request to wire tye refund back because **** said they would send a refund immediately now there saying it may take up to 10 days to release the funds back which is not mentioned in their refund policy day of purchase. 10 days to issue a refund is ridiculous and bizarre.
Business response
03/28/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer. Our support team has confirmed that the payment has been refunded to the consumer's bank account and sent an email confirmation of the refund transaction.

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

Sincerely,
The Grammarly Team
Initial Complaint
03/14/2024
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.
Grammarly has stopped working on Android phones. I raised a tech support issue and they said they were discontinuing it, so I asked for a refund. They agreed to pay half of my annual subscription but only to the original method of payment, which I no longer have access to. I updated the credit card on file and asked to refund there. They refused and deactivated my account. So I have neither the product nor the refund...
Business response
03/18/2024
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. We have provided more details about the refund in the support ticket directly.
Please do not hesitate to contact us should you have further questions, comments, or requests.

Sincerely,
The Grammarly Team
Initial Complaint
03/12/2024
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 am being bombarded with Gammerly on almost every site I access a pop up show's when a word is not spelt correctly, including this site.. I can no longer access my spell check, instead this site insits that I have to open an account with them.. I feel that this is harassment as it is constant across the board.
Business response
03/14/2024
Hello,

We have investigated the case and have found the email correspondence between our team and the consumer.
Our support team has provided the instructions on how to manage the advertisements in the consumer's browser via email.
We apologize for any inconvenience, and we have forwarded these comments to our marketing team to see if theres anything we can do on our side to improve user experience with the advertising mechanisms in question.
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team

Customer response
03/14/2024

Complaint: 21422748

I am rejecting this response because: they did not cover why their tab is preventing me everytime i misspell a word, to use a different program.. this affects even this site. a tab pops up stating that I need to download the Grammarly program

Sincerely,

*********************
Business response
03/18/2024
We apologize for the inconvenience.
Our support team has provided the instructions on how to uninstall Grammarly for Windows and Mac. We also suggest checking this page: **********************
Please do not hesitate to contact us should you have further questions, comments, or requests.
Sincerely,
The Grammarly Team

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