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:06/02/2023

  Type:Sales and Advertising 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.

  Transaction date 06/02/23 $******.My partner was unaware when he attempted to use their service for a free trial he was signed in under my account. I did not create a big fuss about this as I used this in the past & never ran into such a issue. He did say he tried to find a customer service number & tried to cancel through the app due to us not having access to a desktop at the time as we don't have one in our home, which is the only option they provided to cancel the charge. This is not okay. The fact the number listed on the better business bureau isn't even a legitimate number is so concerning & shows the lack of care they have for their customers by having an unreliable customer service department. In no way shape or form was the price of ****** listed when he signed up for this trial yet I was charged this amount without any prior communication from this business. Their options to dispute a charge through their service directly is not reliable as the communication is spotty and delayed. I've never had to go to such lengths such as filing a dispute on BBB to get a refund. Working within a dispute and fraud department myself at a established bank this would be an easy dispute due to the 1. Fake number listed on BBB. 2. No other options to cancel a subscription outside of having access to a desktop if you're lucky that day. 3. No email communication whatsoever when this charge posted to my account, my bank had to call me to make sure this wasn't done by someone other than me. 4. **************** options provided within **********************'s website do not follow up on support request within a timely fashion based off previous ******************* I've had to file disputes for in the past. I am requesting an immediate refund & from this point forward until I see better options to contact customer service, I will no longer recommend this service to anyone & bring this issue up to my college so they can no longer promote this service themselves.

  Business Response

  Date: 06/06/2023

  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 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 ** should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:05/30/2023

  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.

  Will not let you uninstall the app without extraordinary measures. Grammarly claims to be open by embedding itself in any application that uses text, disabling users abilities to uninstall it. It is one of the most invasive apps Ive ever used, and a quick ****** will turn up hundreds of complaints about this exact invasiveness.

  Business Response

  Date: 05/31/2023

  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.

  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

• Initial Complaint

  Date:05/22/2023

  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 canceled my prescription to Grammarly about four months ago, I told them not to automatically sign me up for another six months because I was unhappy with their service. Grammarly would work sometimes and other times it would not. I spoke to someone via online text and was told to cancel my account and reregister using a different e-mail and that should fix the problem, but it didn't. What's funny is that as I'm typing this letter to you Grammarly popped up and asked me to get premiums to correct all my grammar mistakes. But they just charged my checking account $144.00. So, I had to cancel the card and wait another week before my new card arrives. Oh, by the way, I took a picture of that pop-up. With that amount of money, I could buy two weeks' worth of groceries. I would very much appreciate it If someone at the BBB could help me get my money back. Thank you! kindly *******************.

  Business Response

  Date: 05/23/2023

  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.

  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 ** should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 05/23/2023

  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,
  
  *********************

  Grammarly said they refunded me the money, but it will take at least ten business days to show up on my account. If this is true, then I do not need any further assistance and would like to thank the better business bureau for helping me resolve the situation. Sincerely *******************

• Initial Complaint

  Date:05/19/2023

  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.

  I signed up for the grammarly free trial which lasted seven days. The trial never sent an email notification that it was going to end and grammarly charged me the full amount of the product the morning of the 8th day when I tried to remove the free trial. I asked for a refund but they refused to give me a full refund. I want the remaining refund back onto my account (a total of $30 plus interest charges). Companies like grammarly should not be allowed to offer free trials unless they are required to send email reminders to customers that they will in fact automatically charge you for the full services without confirming that you wish to continue with the services. This should be illegal, and if nothing else, the company should refund the full amount if you contact them less than 24 hours before the trial had ended. Shame on this company for scamming people into buying a product that they don't deem worth purchasing upon their experience with the free trial.

  Business Response

  Date: 05/22/2023

  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. For your reference, the incident number is 6152873.

  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 ** should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 05/23/2023

  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:05/13/2023

  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.

  So I purchased Grammarly for school on 2/18/2022 and Grammarly notified me on 2/13/2023 that the subscription would be approaching on 2/18/2023 for the 2023 subscription year, so I went ahead and canceled the subscription because I'm no longer in school. Then on 2/18/2023, I saw that I was still charged $144.00 for the 2023-2024 subscription year. I reached out to Grammarly numerous times with no response so I disputed it my Banking institution received information from Grammarly that I elected for future subscriptions prompting them to release the payment of $144.00. I'm trying to provide supporting documents to my Bank so this can be reversed and Grammarly doesn't have me with my paid account anymore-they have me at a free account (see attachment) although they billed me $144.00, So the cancelation of the subscription was successful they just decided to bill me anyways.

  Business Response

  Date: 05/16/2023

  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. For your reference, the incident number is 6037683.

   

  It appears that the buyer filed a chargeback with PayPal, which resulted in deactivation of their Premium subscription as per our Terms of Service and License Agreement (****************************************). Please note that we can't refund the buyer's payment until this case is reviewed by the credit card issuer or PayPal. We suggest that the buyer wait for the resolution of the dispute case the bank should notify the buyer when its complete.

   

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

   

  Sincerely,

  The Grammarly Team

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20056242
  
  I am rejecting this response because: ****** said that they have nothing to do with this case because I disputed the transaction with my bank. Paypal is not the one who will issue a refund. I cancel the charge ahead of time and was still billed by *********- They are con-artist because they do this quite often and then when someone disputes the charge Grammerly states they don't give refunds. The issue is I canceled and was still billed.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/19/2023

  To whom it may concern,

  Please note that as stated in the support ticket #*******, we can't refund the payment that was processed on Feb-17-2023 until this case is reviewed by the buyer's credit card issuer. We suggest that the buyer waits for the resolution of the dispute case the buyer's bank should notify them when its complete.
   
  Our team will get back to the buyer as soon as they hear back on the resolution of the chargeback case. This usually takes up to 2-4 weeks but may take longer, depending on the buyer's payment method.
  

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

  Sincerely,

  The Grammarly Team

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20056242
  
  I am rejecting this response because: Both redponses were provided to the company in the last email. Paypal Forward it to my financial instituiton PAYPAY WILL NOT REFUND OR COME WITH A RESOLUTION! They let **** of America handel the dispute. My Paypal account is linked to my Debit card-there is no need to wait for PayPal my financial institution makes the final decision (See Attachment) by **** of *********************************************************

• Initial Complaint

  Date:05/11/2023

  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.

  i am looking for a refund for an transaction that charge to my account of 30 dollars

  Business Response

  Date: 05/13/2023

  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.

   

  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 ** should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:04/06/2023

  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.

  Today I updated my email through Grammarly because I changed schools a while ago. I was informed that I should have been receiving Grammarly for free because I am a student, and my school explicitly offers it. I go online, and sure enough, I see on ****** (multiple sites) that ADVERTISE that students get free access to Grammarly Premium. I quickly reached out to support (because my subscription had just been renewed) to see if they would refund my subscription, GIVEN that my school offers me the premium version for free, and I should have never been charged for it in the first place. When I left a ticket for support, someone (*****) affirmed that I could be issued a refund; I just needed to select the option to request a refund and confirm my identity. I followed her instructions, but I could not see the option for what she told me to do. We went back and forth several times. Her emails kept repeating the same thing but offered no real solution, only a bad attitude. In I frustratingly also started to put a little sass in my email. I submitted a second ticket hoping to speak to someone else who would be of assistance. Again, I got the same responses with no real solution. I tried to find a phone number for the support online, but there was nothing. The one phone number I did find for Grammarly tells you to fill out a ticket online, and someone will email **** am looking for real answers and no fluff. If Grammarly promotes that they give free premium access to students, I should be refunded. Additionally, I have already been told via email a refund is possible- I need someone to help me get it actually processed. It should not be this difficult to help resolve billing problems.

  Business Response

  Date: 04/07/2023

  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. For your reference, the incident number is 5930785. 

   

  Please be advised that if the buyer would like to receive a refund for their individual subscription and access the ******* services granted by their institution, they will need to verify their account with their institution first. We've shared the instructions on initiating this process in the email correspondence.

   

  If this doesn't work for them, we have also offered the buyer to manually refund their individual subscription before they complete this process of verifying their account. We are currently awaiting the buyer's response. Once we have a confirmation from the buyer, we can go ahead and issue the refund on our end.

   

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

   

  Sincerely,

  The Grammarly Team

   

• Initial Complaint

  Date:04/06/2023

  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.

  I accidentally purchased a Grammarly subscription when I forgot to cancel a free trial. When I contacted Grammarly support, they gave me a refund of $30.00, canceled the subscription, and all was well, except that the very same day they immediately charged me again for the same amount ($30.00) after giving me the refund. This happened on April 4th, 2023. I put in a support request to dispute this, as they had just agreed to the refund, then took it back with no reason as to why. I had also removed my card information from the website at this point, so they were charging me with a card that I didn't give them permission to use anymore. After I put in a request to dispute this, they closed the request with no response. It seems very unprofessional.

  Business Response

  Date: 04/07/2023

  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. For your reference, the incident number is 5928720.

   

  According to our analysis, the buyer's payment was refunded on Apr-03-2023. Please note that our system shows no record of the payment in question, which leads us to believe that the charge may be displayed due to a glitch in the buyer's credit card issuers interface. We suggest that the buyer review their updated account statement within several business days to see if the payment drops off their card statement.

   

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

  
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:04/03/2023

  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 bought a grammarly plan on **** and the seller said it is an authentic grammarly account. I think I got scammed because it says I no longer have access...Delivered Order date:Oct 10, 2022 Order total:** $43.79 Order number:************** View order detailsGrammarly??Private -Premium-Not Edu ?? | One Year |Grammarly??Private -Premium-Not Edu ?? | One Year |Delivered on Tue, Oct 11 Returns not accepted.Tracking number: 1Z635Y8A0356086200 Grammarly??Private -Premium-Not Edu ?? | One Year |US $39.99 Sold by:special-one_1

  Business Response

  Date: 04/06/2023

  To whom it may concern,

   Please be advised that the only legitimate way to purchase a Grammarly Premium account is from Grammarly (e.g., **********************************************). 

  We strongly advise against purchasing an account from any resellers online.

  If the buyer has any additional questions, we kindly ask them to contact us via ***********************.

  Sincerely,

   The Grammarly Team

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19891618
  
  I am rejecting this response because: I did not know that the only way to purchase grammarly premium was through that website and I was lied to by someone who was using the grammarly company to scam me. They were able to hack grammarly's systems and gave me a false account, which they kicked me out of after I paid them money. I thought they were the official grammarly business and I think grammarly is partly responsible for allowing these scams to happen because if their security was reasonable, things like this would not happen to innocent people
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/18/2023

  We located the email correspondence between our representatives and the buyer. For your reference, the incident number is *******. We request the buyer to email our support team and provide more information about the online reseller. This will allow us to further investigate the issue.

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

  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19891618
  
  I am rejecting this response because: Yes, I communicated with Grammarly support and got a discount, but I still feel that it's not fair that I had to go through this. The way the Grammarly product/software is set up is allowing hackers and scammers to do this and it seems like it has been going on for a long time. I would like to be compensated for this
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/30/2023

  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.

  I signed up for a trial and selected the monthly payment of 12 dollars and was billed the entire amount. When I attempted to contact the company, there was a recording that included instructions to submit a request online. This company has hundreds of complaints regarding the same issue, so obviously, this is a trend. I am expecting a full refund for the amount that was not authorized. ************************

  Business Response

  Date: 03/31/2023

  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. For your reference, the incident number is 5876816.

  Please note that we offer the following rates (**********************************************):
  Monthly Subscription $30 USD/month
  Quarterly Subscription $60 USD/three months (billed as one payment)
  Annual Subscription $144 USD/one year (billed as one payment)
  
  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 ***************************************************
  
  The payment has already been refunded. The refund will appear on the buyers 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