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:02/06/2023

  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.

  I was charged 144 dollars for a subscription I never signed up for I sent them a email as soon as I saw the charge I waited the 48 hours they said it would take from 2/3/2023 they took my money I needed for bills and now I can't afford the things I need

  Business Response

  Date: 02/07/2023

  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 5403841.

  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:01/21/2023

  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.

  Grammarly renewed a subscription with no notification, just simply charged an account on a user that doesnt use their services. Bad business practice to not inform customers of charges.

  Business Response

  Date: 01/21/2023

  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 5278105.

  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:01/20/2023

  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 paid my quarterly subscription fee to Grammarly on January 17, 2023, in the amount of $60 through an automatic PayPal draft. On January 18, 2023, Grammarly placed an unauthorized charge of $84 to my PayPal account. I immediately notified Grammarly of the unauthorized charge. Due to a lack of response and acknowledgment of the fraudulent $84, reported the fraud to PayPal and requested a refund from Grammarly. Grammarly did not respond so I removed my payment information from my account and canceled the subscription renewal on their website. Grammarly sent an automated message indicating that the subscription was canceled and I would have access to the service until the end of my subscription period. However, when I attempted to use the service today I was notified that the premium service was not available to me. I want a full refund from Grammarly.

  Business Response

  Date: 01/27/2023

  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 5255454.

  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:01/20/2023

  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.

  I was charged two times within the past two months for premium membership. I was not notified before the 144 came out and was overdrafted . I canceled and asked for a refund and was charged again. I do not have the service plan they charged me for or a refund. I emailed customer service three times, and no resolve.

  Business Response

  Date: 01/27/2023

  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 5259682.

  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: 01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is okay but could of been better. I would of liked a refund of overdraft fee from bank and some kind of apology because this is good service. However, I will accept this as satisfactory and not outstanding customer service.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair 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 purchased a yearly premium package on August 3, 2022. Every time I login in I'm told I have a free membership. I opened a complaint with them and sent them supporting documents on January 8, 2023. I still have no resolution. I've paid for a service I can't use.

  Business Response

  Date: 01/16/2023

  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 5174116.

  It appears that the buyer has created two accounts with Grammarly and logged in to a free account instead of the Premium one. Our support team has provided the instructions on how to access the Premium account in the support ticket 5174116. It is our understanding that the issue was resolved.

  However, if the buyer is still unable to access the Premium account or wants to receive a refund, we kindly ask them to submit their request in the support ticket 5174116.

  Sincerely,

  The Grammarly Team

  Customer Answer

  Date: 01/16/2023

  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:01/12/2023

  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.

  Hello. It has been extremely difficult trying to contact grammarly for support. I am requesting a refund because I was charged $144.00 this morning through my bank, and I did not approve of this. I made an account with grammarly last year, and I paid for only 1 year of subscription when it was cheaper last year. I used it for my college essay and I haven't logged in since last January. I do not use the same email that is attached to the account anymore, so I had no way of knowing that grammarly would charge me again. I just logged into that old email and saw that my password was reset yesterday (which I did not do), and that my subscription was upgraded to premium and then I was charged $144.00. I did not reset my password and I definitely never upgraded my subscription. I feel like this was a set up, and based on the other complaints this company clearly seems to be very unethical. I didnt sign up for another year of grammarly and I will not be using it, so I deserve my money back. Please make this right. Im in my first year of college, I can not afford grammarly and I dont understand why they automatically took money from me because I never set the subscription to auto billing. When I purchased the year long subscription, the deal did not state that i would be continuously charged. I don't typically pay money for apps and online tools, which is why this experience is really upsetting and I just want my money back because that is a lot of money for me to lose right now. I wont be using grammarly this year at all, so I am requesting a full refund of $144.00. I was just charged today, so I dont see any issue with receiving a refund for a service i barely used and wont ever use again. I cant afford this so please give me my money back and make this right. Thanks so much.

  Business Response

  Date: 01/14/2023

  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 5208370.

  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.

  Our support team has also provided additional details about the user's concerns via email.

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

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  Hello, I joined a trial subscription that should have charged me monthly rather than yearly after the trial. instead, I was charged for a yearly plan at $144 I never signed up for. I immediately canceled the day I was charged, after I canceled all premium access was taken away the minute I canceled, yet I was still charged the amount in full and never refunded. I spoke with my bank and they started a claim that the company disputed. I have no premium access and now my account is overdrafted because the grammarly company scammed me. I am a student who trusted this company and who used this company through high school and college and now I am so distraught and lost at what to do next.

  Business Response

  Date: 01/12/2023

  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 5181149.

  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 refunded the buyer's payment on Jan-11-2023. 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: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:12/29/2022

  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 am submitting an official complaint against Grammarly for unauthorized funds being unlawfully withdrawn from my bank account.I have never input my card information on this website. I have never signed up for a subscription. On 11/4/22, my bank notified me that Grammarly had charged USD $144 to my credit card. Grammarly always prompts me to upgrade; I must have unintentionally clicked on a promotional communication, and/or I was wrongly charged. In response to this payment, I contacted Grammarly Support to notify them about this mistake in the change of my Grammarly free plan, having been upgraded to a premium plan. I was denied a refund at this time even though I had not used any of their services.I would never agree to pay for a 'Premium' Grammarly plan, as I need to write more to validate the purchase. I am demanding a full refund of the original charge, totaling USD ******, be issued and returned to my **** credit card ending in 6078.Refund Request # - ******* Payment ID - ******** Date Charged - 11/03/22 These are unethical business practices that are no longer acceptable. This company wants to force its customers to pay for services they either no longer wanted or did not need or request. Furthermore, the company provides no opportunity for customer interaction other than through its website. Companies like this should not be permitted to cheat customers who no longer desire their product.

  Business Response

  Date: 12/30/2022

  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 5092120.

  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

  Business Response

  Date: 12/30/2022

  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 5092120.

  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

  Customer Answer

  Date: 12/31/2022

  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:12/19/2022

  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 found through my credit card bill that I was charged $144 by Grammarly on 10/13/2022 which I did not believe was authorized. I checked Grammarly register account and found I haven't any Premium or Business subscription, the current plan just is free. So not only was I have been charged a $144 a year Premium subscription Fee, but I don't get any access to the corresponding service. I requested a refund but no one replied to me.

  Business Response

  Date: 12/23/2022

  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 5011751.

  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 refunded the buyer's payment on 22-Dec-2022. 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: 12/27/2022

   
  Complaint: 18609713
  
  I am rejecting this response because:

  I have not received the refund yet; I contacted the credit card bank, and the credit card bank also has not seen the refund yet.

  You said you can refund me $144 USD via a wire transfer. I have told you all the information you need for refunding by wire transfer.

  Can you let me know where you refund me and when I can see my money back please?

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

  Business Response

  Date: 01/10/2023

  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 *******.

  We confirm that the refund has been successfully completed on our end. We have provided a refund confirmation for the buyer's review in the support ticket ******* directly. We ask the buyer to please reach out to their issuing bank for further assistance with retrieving the funds.

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

  Sincerely,

  The Grammarly Team