Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is purposefully misleading all ********** consumers by fraudulently advertising its services with an inaccurate "monthly" charge which it actually charges up front on an annual basis, and then refusing to refund customers who raise issues, attempt to receive a refund or cancel the services. The company is clearly doing this purposefully and with full knowledge of its deceptive practices, because its customer service reps refuse to return fraudulent charges and have been trained to provide **** denials which claiming that the ad is accurate, and that the "fine print" not present in the original sales pitch but buried in the follow-up documentation allows them to do this, and allows them to retain fees even when services are immediately cancelled. Please investigate - there are complaints about this ploy in numerous consumer complaint forums online, and this is the worst abuse of advertising I have seen in a while. I have, by the way. also been told by their phone reps that they are refusing to even mail me a copy of the agreement and fine print that they claim is in effect ("you need to pull it from our website, it's there already"). I would like my $144 dollars returned, and a copy of the agreement provided to me in writing so that I can contact a class action attorney once your investigation has been completed. Thank you.

  Business Response

  Date: 01/03/2023

  To whom it may concern,
  We do not provide phone support at this time and focus on providing high-quality responses by email. 
  

  We conducted an internal investigation of the case in question and we could not trace any correspondence between our representatives and the buyer, indicating that the buyer did not attempt to resolve this issue with our side directly.
  
  The email address that the buyer provided did not pull ** an account in our system.
  
  We ask the buyer to contact Grammarly's customer support by submitting a request at support.grammarly.com or sending an email to *********************************** This will allow us to further investigate the issue and provide a resolution.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18667805
  
  I am rejecting this response because:

  The merchant is not being truthful, is failing to adequately investigate their own records, and is attempting to hide behind false logic by asserting that they only correspond with folks in certain ways, and that phone conversations with human beings are not acceptable.

  Also, the merchant has indirectly validated what I already knew, which is that they are having difficulty locating me as a "client" because they in fact attempted to contract illegally with my minor child, contrary to state law - this is why they cannot locate a record, despite the fact that they have refused to reverse the charge made on my credit card.

  My credit card was charged on November 28.  My son, the minor to whom the product was sold, noted the incorrect charge (contrary to the advertisement) and immediately reached out to customer support via chat through his account address of ***********************.   Instead of receiving a simple correction, he was denied a satisfactory explanation or a refund via chat.  We then telephoned your firm through other channels - even though you purposefully make it difficult to establish human contact, certain of your employees in investor relations and press contact rolls publish their phone information and we reached one of them, and they attempted to circumvent any response by claiming that we were not entitled to a refund, when they could have simply refunded my credit card.   It is your responsibility, not mine, to manage your internal communications and records, and to ensure that your agents are truthful.    But thanks for verifying for the public that you are attempting to avoid human conversation.

  You have my address associated with the credit card charge, the account owner's email, the chat record, and your own internal employees to investigate, and so I expect your next response to be more constructive.    However, if you are really having this much trouble locating a basic account record then just confirm, and I will gladly ship this information to the state attorney general so they can investigate how you sell your product to minors, and why you are making it so difficult to receive reimbursement for an illegally contracted and falsely represented product.

  Sincerely,
  
  ***************************

  Business Response

  Date: 01/05/2023

  Please note that after checking our records once again, we could not locate any correspondence between our representatives and the buyer.

  However we were able to locate the buyer Grammarly account with the email address they provided in their latest message. We have already refunded the payment associated with this account.

  The refund will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18667805
  
  I am rejecting this response because:

  This is entirely insufficient and the explanation and response is unsatisfactory.

  You have finally decided after my threats to give back the money you already knew that you had stolen from me . . . ?   That is a good first step.   However, it is a defficient response.   I expect the following actions, and if they do not occur then I will be contacting the state attorney general as well as other regulators:

  1)  Send a written apology and explanation to the email address of record.   The response should indicate exactly what happened, with details about the events, the communications, the denial of my prior requests, the reason for those denials, and the names of the individuals responsible for the denials, as well as the name of the individual(s) who have now authorized a payment.  The letter should also verify whether any remedial steps were taken, whether policies were followed prior to the theft, and whether any policy changes have now been made.   Please also include a copy of any applicable policies that were in effect at the time my money was stolen from me.

  2) provide a summary description of the advertising practices, and copies of any applicable ads in effect at the time of theft, which indicate that a $12/month cost is associated with your "premium" product.   Provide copies of all applicable disclosures, contracts, or agreements that you believe were supporting this product at the time of the theft   Confirm or deny that these advertisements have now been adjusted for accuracy.

  3) provide details about your practices advertising to and engaging in product sales to individuals of different ages, including to individuals under the age of 18 in the *******************.  Indicate the technical controls, if any, that you had in place at the time of the theft, or that you have now implemented, to monitor for age of your client, and ensure that minors are not purchasing your product.

  4) provide a description of what additional actions you plan to take to remedy this situation, both for me personally and also for the public.  Will I be receiving additional compensation for the time and effort taken to get my stolen funds back?   Will I be receiving an interim payment of interest for the time period that my money was compromised?

  I'm still floored that your business model seems to be based upon deception and intransigence, but perhaps I've got this wrong and all of the items above can be detailed in a satisfactory manner.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ask this company to delete my account many times. I no longer have the phone number associated with the account which prevents me from logging into it. I purchased this account many years ago and didnt get a password key or any other numbers to get me into the account.I have ask them to delete my account which is no longer paid as I did t renew because they have blocked me from getting in.I would like them to delete the account associated with ******************** ************ keep trying to get me to email them my card information and bank information.Im not sending them the last four or none of my bank information.There is to much fraud going on.

  Business Response

  Date: 12/10/2022

  To whom it may concern,
  
  We do not have a record of a Grammarly account associated with the email address the buyer has provided. If the buyer had a Grammarly account under this email address it has already been deleted. Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was automatically billed a renewal fee of $144 which I did not believe was authorized on 10/29/2022. In my attempt to investigate further I was not able to access my account. I attempted a password reset but was not successful. I sent an inquiry on November 30, 2022 to the company via email (the only way you can contact them) and they sent a link to reset password on December 5, 2022. Several attempts to reset resulted in a loop of simply bringing me to a login page to request a password reset. So not only was my subscription auto-renewed, but I am unable to access the service I no longer need which I was charged $144.

  Business Response

  Date: 12/08/2022

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is 4853075.

  We have already refunded the renewal payment.
  The refund will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged for the second time for a subscription to this company. I have never used the service I've never known about this service and I never authorized anybody to charge my credit card for this service. I complained about this last year and I thought it was resolved apparently it is not because I've just been charged again. And there is nobody to actually talk to at this company about this only via email.

  Business Response

  Date: 12/05/2022

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is 4881329.

  Please be advised that when the buyer subscribed to our service, they agreed to our **************** and License Agreement, which states that ********************** 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 have already refunded the renewal payment.
  The refund will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/06/2022

  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

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never imput my card information on this website. I have never signed up for a subscription. I woke up this morning with a $144 charge to my bank account . When you go to my account it says I have the free subscription. This makes no sense and I was obviously hacked or charged wrongly. I need a refund.

  Business Response

  Date: 12/02/2022

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is 4862773.

  Please be advised that when the buyer subscribed to our service, they agreed to our **************** and License Agreement, which states that ********************** 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 have already refunded the renewal payment.
  The refund will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently used Grammarly to complete a masters degree from ****************************. At the end of my program I cancelled my subscription to Grammarly and was told it would downgrade my plan to the free version at the end of the billing cycle. Not only was I charged the 12-month subscription to Grammarly Premium, the price went from $46.07 to $144.00 USD. I am not interested in the Premium subscription and would like a refund of the $144 USD. The email address associated with the Grammarly Premium subscription is ***************

  Business Response

  Date: 11/19/2022

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is 4744719.

  Please be advised that when the buyer subscribed to our service, they agreed to our **************** and License Agreement, which states that ********************** 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 have already refunded the renewal payment.
  The refund will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 11/20/2022

  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

  Date:11/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally started with a basic plan in 2020. I was initially charged $60.00 every three months, so on August 15, 2022, I was charged $ 60. 00, which included the basic plan. Then I upgraded to premium in September 2022 and was charged $144 for the year on September 15, 2022. Today (11/15/2022), I was charged another $60 for the original plan. It appears that I'm being charged for two plans simultaneously. I believe an error has occurred, and I am requesting a refund.

  Business Response

  Date: 11/16/2022

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is 4729202.

  It appears that the buyer created two Grammarly subscriptions. 

   Please be advised that when the buyer subscribed to our service, they agreed to our **************** and License Agreement, which states that all payments made to Grammarly are non-refundable.

  We have already refunded both payments.
  The refunds will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:11/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my subscription on the 10th of November a day before renewal but I see that I was still charged for renewal on the 11th of November. I tried reaching customer service through their auto-response but was unsuccessful. I would like my refund for this error.

  Business Response

  Date: 11/12/2022

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is 4687357.

  Please be advised that when the buyer subscribed to our service, they agreed to our **************** and License Agreement, which states that ********************** 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.
  
  This note is to confirm that the buyer's subscription has been canceled. No charges will be applied. The buyer should see no settled payment to Grammarly on their credit card statement.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 11/16/2022

  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

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i subscribed for the 12usd package but grammarly deducted 130 usd from account! give me back my *****

  Business Response

  Date: 11/10/2022

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is 4679705.

  Please note that we offer the following rates: https://www.grammarly.com/premium
  
  To ensure that our users are aware of the cost savings of an annual subscription, we also list prices by the average cost per month, although plans greater than the 1-month plan are billed as one charge. Please see our billing policy for details at http://www.grammarly.com/terms#billing
  
  The payment has already been refunded. The refund will appear on the buyers bank statement within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a one-year premium subscription to Grammarly, and today I cannot access it and am advised to contact them. Well, there is no email address, phone number or live chat room. Since it has been several hours without any communication, it is clear to me they never plan to resolve this issue. I use it at work and needed it badly today. Awful customer service.

  Business Response

  Date: 11/05/2022

  To whom it may concern,
  We conducted an internal investigation of the case in question and we could not trace any correspondence between our representatives and the buyer, indicating that the buyer did not attempt to resolve this issue with our side directly.

  
  Please be advised that when the buyer subscribed to our service, they agreed to our **************** and License Agreement, which states that all payments made to Grammarly are non-refundable.
  
  The buyer created two Grammarly subscriptions. We have already refunded the two payments that the buyer has made to Grammarly. The refunds will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team