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:08/01/2023

  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 upgraded my subscription to Grammarly premium for a one time project. When I was reading the information it clearly said I would get a email letting me know that my subscription trial was about to end and that I would be charged and when. I never received anything. Today I got charged $144. The wording in the info was also misleading because I thought it would be monthly not annually. I immediately cancelled my subscription but I want a refund for the $144. They also have horrible customer service with no phone number or way to contact anyone.

  Business Response

  Date: 08/02/2023

  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.

  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 the initial 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:07/21/2023

  Type:Sales and Advertising 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.

  Grammarly refuses to delete my account. They are storing my information without my permission.

  Business Response

  Date: 07/25/2023

  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.

  Please be advised that we have already refunded the renewal payment. The refund will appear on the buyer's credit card within the next 10 business days.

  We suggest that the buyer deletes their account by following the steps from this page: ************************************** an account will remove the buyer's personal information from Grammarly.

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

  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 07/25/2023

  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:07/19/2023

  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.

  Grammarly took ****** out of my account without my approval. I wasn't even subscribed and I was told I could get it back not until next year. I want it back now

  Business Response

  Date: 07/20/2023

  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.

  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 now refunded the full initial payment. If Grammarly charged you any applicable tax, weve also refunded it. 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:07/18/2023

  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.

  Date of transaction: 6/6/2023 Amount : $144.00 Grammarly is a using predatory business practices to deceptively obtain funds from customers.I purchased a one year subscription on 6/6/2022 with no intention on renewing, because it had a finite purpose. I did not receive any reminder emails or notification emails that an auto renewal would be coming, or warning that if I do not cancel by X date, there is no refund option. No ***** ******* even within seconds. My first notification was a notification from my credit card company notifying me a charge was placed on 6/6/2023 on 6/8/2023. I immediately contacted them and cancelled, and was met with a generic message no refunds no matter, and to enjoy using services until next year. There is no one to speak with. They simply charge you, dont provide any customer support, and refuse any reasonable solutions. I believe grammmarly uses this deceptive business practice as a means to maintain funds. They set you up with auto renew, with NO reminders, no prompts or options to skip with x amount of days that similar companies allow. They charge you and refuse refunds, dont provide a person to speak with, and keep your funds no matter what- even if you are dissatisfied with their services. This feels predatory. Other subscription plans provide reminders, allow ***** periods of a few days, and have representatives to speak with. This absolute all or nothing is rooted in a predatory business scheme. I have no use for their services and will never promote their use. I will actively promote that my fellow colleagues not use their products as they are a predatory, deceptive company.

  Business Response

  Date: 07/19/2023

  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.

  However, we have located the account in question following the billing information provided by the buyer.

  According to our analysis, the buyer has filed a chargeback with their bank. As the chargeback was disputed, the payment was not refunded by the bank. Please note that we couldnt refund the payment until this case was reviewed by the credit card issuer. We would like to confirm that we have refunded the buyer's payment on Jul-19-2023. 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: 07/19/2023

  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:07/16/2023

  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.

  Summary: I received a notice of a pending charge to my credit card. I immediately went to Grammarly.com and canceled my subscription before the renewal. Grammarly still charged me. I requested a refund (credit) via their Web Site (Attachment 3). Grammarly did not respond to my request. In my request, I provided Grammarly with my correct email address and phone. Bottom line, I do not have access to Grammarly Premium (Attachment 4). Please refund me monies due. Below is a flow of events: 1. 5/24/23: I received a notice of a pending charge to my credit card. At 16:55 UTC (9:55AM) I went to the Web Site and canceled (Attachment 2). I requested a refund per the instructions on Attachment 3. I provided my current email address and phone, but no one contacted me. 2. Grammarly indicates that I last used the subscription Attachment 1, page 9 of their documentation). However, Attachment 4, clearly shows that I do not have access to Grammarly Premium, only the free version. Notice the arrow pointing to Unlock Premium. But not granting me access to Premium they are acknowledging I do not have the product they are charging me for.3. Attachment 1, page 12, telephone number ************ is an automated recording. You dial, press 1, and get the following message: if you have a support or billing question, please contact us at *********************************** 4. Grammarly document, Attachment 1, page 11, has the wrong email address. 5. Grammarly claims that I canceled on 5/24/23, at 17:39:26 UTC, but their screen, Attachment 4 shows 16:55 UTC (9:55 AM). As indicated, I do not have access to Premium (Attachment 4), the version of the subscription they are charging me for, but I do have access to the free version.6. When you go to their Web Site (Grammarly.com) it is not intuitive on how to cancel your subscription. It takes a bit of effort to find.

  Business Response

  Date: 07/17/2023

  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.

  According to our analysis, the buyer has filed a chargeback with their bank which resulted in the deactivation of your Premium subscription as per our Terms of Service. As the chargeback was disputed, the payment was not refunded by the bank. Please note that we couldnt refund the payment until this case was reviewed by the credit card issuer. We would like to confirm that we refunded the buyer's payment on Jul-17-2023. 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:07/15/2023

  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 was charged the amount of $144 which I never approved, I called them and also dispute it and never was resolved

  Business Response

  Date: 07/17/2023

  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.

  It appears that the buyer has disputed a charge on Jul-21-2022 with PayPal; therefore, their Grammarly subscription was deactivated. Please note that the buyer's payment should have been refunded last year. We suggest that the buyer contact PayPal for more information about this charge.

  The email address that the buyer provided did not pull up any other charge or a paid 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 ********************************** 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

• Initial Complaint

  Date:07/12/2023

  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 noticed 6 months ago that Grammarly was charging me $60.00 out of an account that I do not use often. I went in and made sure that I had not accidentally signed up for the paid account. I checked my subscriptions and did not see it. In April it charged my account again causing me to be negative in an inactive account. I called the credit union and also emailed Grammarly at that time. They make it impossible to call anyone! I thought I was clear that I did not want the service and I was not aware of any paid account. I replied to the email they sent that if I had a different account it must be through and old employer and I would not have access to check the email. I had already provided my bank information. I again thought it may have been a mistake and moved on. Today I now see another charge! I would like a refund for the charges I have paid as I have not been using a paid service.

  Business Response

  Date: 07/13/2023

  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. Please note that we do not provide phone support at this time and focus on providing high-quality responses by email.

   

  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 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

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20312876
  
  I am rejecting this response because: I would like to make sure that I receive the refund prior to accepting. I respect the process and understand that I need to respond within 5 days. If I get the refund then I am good. I know mistakes happen and I truly tired to correct it with them first through there process.

  Thank you, 

  *****************************

  Business Response

  Date: 07/17/2023

  To whom it may concern,

  This note is to confirm that the buyer's subscription was deactivated and two renewal payments were refunded on Jul-13-2023. It may take up to 10 business days for the refunds to appear on the buyer's statement, depending on the payment method. Please do not hesitate to contact us should you have further questions, comments, or requests.

  Sincerely,

  The Grammarly Team

• Initial Complaint

  Date:07/07/2023

  Type:Sales and Advertising 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.

  Grammarly updated to AI version and no longer functions consistently in Word. I have followed all "virtual" suggestions. I have yet to have had success with their virtual online support after considerable time spent. I need help getting through by phone.

  Business Response

  Date: 07/13/2023

  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. A member of our technical support team has provided troubleshooting steps to resolve the buyer's issue. 

   

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

  Sincerely, The Grammarly Team

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:
  
  Let' drop this. However, their "investigation" was not a complicated task as indicated and their responses redundant. It is still unclear how to contact them for support beyond their contact page which is FAQ prompts. I was contacted by a rep but not at my request. A bit like rubbing a lamp and hoping a genie will pop out.

  It looks like ********* is making some competitive advancements.

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

• Initial Complaint

  Date:06/18/2023

  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 purchased Grammarly subscription two years ago 2021 for one year. I paid in full for 2021 service. Last year 2022, Grammarly withdrew over two hundred dollars from my account without my consent and there seems to be no way of contacting them for that refund. I lost that money because of no way of contacting them. I am not using Grammarly for more than two years now. At no point did I set up a recurring withdrawal. There is no way to contact this company, Not by phone, and you have to pay to talk to the via chat live. Today, June 18, 2023, I logged in my account and saw a withdrawal of 144 dollars. I am requesting a refund. I should not have to pay to talk to a company. This is a high level of unethical and dishonest practice

  Business Response

  Date: 06/19/2023

  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.

  However, we have located the account in question following the information provided by the buyer.

  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:06/06/2023

  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.

  ******* ******* charged without consent nor services received from them. The refunded 3 months without refunding a year long of invalid nor authorized subscription

  Business Response

  Date: 06/07/2023

  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.

  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 all the payments (nine payments overall).

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