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:01/02/2025

  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 have been a user of ********************** since 2018. Over the summer of 2024 we tried to cancel our subscription and were not able to do so. There is no way to speak with a representative of this company. We requested via their website to have our username and password sent over to us and no response. The company does not make it easy to cancel your subscription. They hit my credit card again for another renewal year and I have contacted my credit card company to block them. I was given an 888# through my credit card company to try and speak with someone there at Grammarly and again, no way to speak with a live person. I would like my renewal fee reversed. How are we supposed to do business with a company that we can not even communicate with?

  Business Response

  Date: 01/03/2025

  Hello,
  
  Let us note that we don't provide phone support at this time and focus on providing high-quality responses by email. We have investigated the case and could not locate the email correspondence between our team and the consumer, indicating that they didn't reach out to us directly to resolve their issue.
  
  Unfortunately, the information provided here isn't sufficient for us to locate the consumer's Grammarly account. To enable us to investigate the matter further and provide a resolution, we'd need some additional information from the consumer. We request them to please provide us with all of the following information so we can locate their Grammarly account:
  
  - the email address associated with the account
  - the name on the account
  - the reference number on their bank statement (it should look similar to CO5DXT-8GCH, CO*5DXT-8GCH, 5DXT-8GCH, or qWe23zA)
  
  If the subscription was purchased via the App Store or the ****** Play Store, please forward us the email receipt of the payment.
  
  Alternatively, the consumer may reach out to our support team directly at *********************** to provide the above information. We look forward to hearing from you and putting things right!
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/28/2024

  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.

  This company auto renews subscriptions without informing users. This should be an illegal practice.

  Business Response

  Date: 01/02/2025

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, we have refunded the consumer's renewal payment and deactivated their subscription. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/26/2024

  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.

  Nov 4 2024 this company took money from my daughters account without permission. we request a full refund and an apology from the company. This was at a school that recommend the free version and was done with help from a teacher.

  Business Response

  Date: 12/27/2024

  Hello,
  
  We have investigated the case and have confirmed that the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/19/2024

  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 have been charged $30.00 monthly for the past eight months by Grammarly despite repeated attempts to cancel my membership. The most recent charge occurred on 12/02/2024, bringing the total to $240.00. I have not used their services during this period, and I believe these charges are unauthorized.Despite my efforts to cancel the subscription, Grammarly has continued billing me, and no action has been taken to resolve my concerns. I am requesting the following:Immediate cancellation of my subscription.Full reimbursement for all unauthorized charges totaling $240.00.I am filing this complaint because Grammarly has failed to provide a satisfactory response or resolution, leaving me no choice but to escalate the matter. I have also filed a dispute with my bank to recover the funds. I trust this complaint will prompt Grammarly to address the issue promptly and responsibly.

  Business Response

  Date: 12/19/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, our support team has refunded the consumer's latest renewal payment and deactivated their subscription. Furthermore, we have also refunded an additional seven renewal payments, bringing the total refund amount to 240 USD. It may take up to ten business days for the refunds to appear on the consumer's statement, depending on their payment method.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/15/2024

  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 am writing to report a billing issue with Grammarly, as I was wrongfully charged an annual subscription fee instead of the monthly amount I expected. Like many others have stated, the site led me to believe I would be charged monthly, as the subscription options prominently display rates such as $12 per month or, at most, $30 per month. Nowhere on the site was the annual price clearly disclosed or ************* be charged the annual amount of $144 without my explicit consent is unacceptable. Had the site clearly communicated this billing structure, I would have opted for the $30 monthly plan. While I have since canceled my subscription, I do not accept a partial refund because this situation was a result of misleading advertising practices.I originally subscribed because I needed this tool as a soon-to-be college graduate, but this experience has left me distrustful of the service. Charging such a large amount under unclear terms reflects poorly on the company, and I will not consider using Grammarly again unless this is resolved fairly.I do not want to be charged monthly either. Please fix this issue. Thank you

  Business Response

  Date: 12/16/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarlys plans that cover more than one month are billed as one charge. However, to ensure that our users are aware of the cost savings of the quarterly or annual subscription, we also list prices by the average cost per month.
  
  As an exception to our refund policy, the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/12/2024

  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 used Grammarly annual subscription throughout college and graduated in December of 2021. I canceled my subscription before the renewal in early December as I no longer needed the subscription. Upon recently checking my bank account, I noticed $140 was charged to me from Grammarly. Again, I canceled this membership in December of 2021. Confused, I went through all of my bank statements for the last 4 years and found that they have wrongfully charged me $140 every year since 2021. So they have charged me $140 in 2021, 2022, 2023, and yet here I am in 2024 being charged again as well for a subscription I canceled 3 years ago. Upon contacting customer service and notifying them of this, they said they could only reverse the charge for the most recent transaction. They did not acknowledge the fact that I have not logged into that account since December of 2021 and the account has remained inactive for 3 years.Every single other subscription I have the company always sends me an email notifying me of an upcoming payment due or renewal. They also send me a follow-up email when they charge my account. I have never, ever received a single email from Grammarly stating my subscription is renewing or they are charging me. Even after I canceled it, they never notified me that they were continuing charges. I want all other charges from 2021 refunded back to me as I was wrongfully being charged for a service I was not using and I want my account deactivated and all my personal information deleted from their system.

  Business Response

  Date: 12/16/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, we have refunded two of the consumer's renewal payments and deactivated their subscription. It may take up to ten business days for the refunds to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22681319
  
  I am rejecting this response because: The business only refunded two of my unapproved payments (2022 & 2023) and not the one from 2021 that was not approved. This unapproved payment was pulled from my account after I canceled the subscription with no notice or confirmation upon charge. 
  I will need the charge from 2021 refunded as well as that payment was not authorized by me either.
  
  Sincerely,
  
  Alex 

  Business Response

  Date: 12/19/2024

  We apologize for any frustration caused by this issue. We have refunded the additional renewal payment as per the consumer's request. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/12/2024

  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 rips people off on purpose. I never signed up for auto-renewal. Grammarly should remind its customers of this as a courtesy, but they don't do so on purpose so that they can take people's money directly from their bank account. I will NEVER sign up again. I will only use their free version. I don't need to be ripped off again to learn from my mistake. They charged me with no notice and overdrew my checking account, which cost me a $20 overdraft fee. Grammarly does not care because it does not affect them. They are a corporation that happily takes peoples' money and rips them offnothing unusual in the ***** a widespread practice in this country.

  Business Response

  Date: 12/13/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, we have refunded the consumer's full renewal payment and deactivated their subscription. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22680156
  
  I am rejecting this response because:

  I was not refunded in full. I was refunded 11 months of subscription and I was also not refunded the $20 overdraft fee I incurred. 

  I will never do business with Grammarly again and I will never recommend to anyone I know to use their services. 

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

  Business Response

  Date: 12/16/2024

  Hello,

  As an exception to our refund policy, the consumer's subscription has been deactivated, and the initial payment has been reversed in full. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.

  Unfortunately, we dont have insight into all bank charge types, and it is not Grammarlys policy to reimburse customers for these fees. In this case, they are tied to the customer's relationship with that institution and not their service with Grammarly.

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

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22680156
  
  I am rejecting this response because: I should be reimbursed for the overdraft fee they caused me incur from my bank since they did not provide me with an email alert reminder. I could have prevented this from happening.  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/12/2024

  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.

  On December 2, 2024, I initiated a free trial with Grammarly effective December 3, 2024 according to the email sent by Grammarly upon signing up. The trial was stated to last 7 days, which means it should have ended on December 9, 2024. On December 9, 2024, I received a notification email from ****** indicating that a payment was being issued to Grammarly for $144.00 total, the cost of an annual subscription. As the trial was not over yet, I proceeded to cancel my subscription on December 9, 2024. I also reached out using the chat feature to explain that I was charged prior to the end of my free trial period and I wanted a refund. The chatbot stated that it submitted a ticket on my behalf and a customer service representative would reach out to me. The customer service representative responded to me that same day, December 9, 2024 and stated the following:I see that your subscription associated with the email ***************************** has been canceled (canceling a subscription cancels all future scheduled payments). You will still have access to advanced features for the usage period covered by your payment (until 2025-12-10).Note: Grammarly doesn't send automatic refunds when an advanced subscription gets canceled. Canceling a subscription only prevents its renewal in your next subscription period.I responded to this email on December 10, 2024, stating that my trial period was December 3-9, 2024 and I didnt expect to be charged before the trial period ******** fact, according to Grammarlys terms and conditions regarding free trials, the customer wont be charged during the free trial period. The *** section stated that charges during the free trial period would be pending and canceling would take the charge away. However, the $144 was withdrawn from my bank account on December 11, ******* is now December 12 and I have not heard back from customer service. I dont believe I was charged appropriately and would like a full refund of $144.00.

  Business Response

  Date: 12/13/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  As an exception to our refund policy, the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/04/2024

  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.

  The company intentionally makes it difficult to cancel the subscription. If you pay for a year's subscription and want to cancel prior to the next year so that you aren't charged, they take away your services early even though you already paid for it. This leads customers to attempt to wait closer to the subscription end date to cancel. The problem is that their site doesn't always work, and if you miss cancellation they charge you for an entire year again. If you are charged for an entire year, they do not refund any money if you want to cancel, even if you are only one day into the subscription year. This adds up to a substantial amount of money. Many teens use this service, and this tactic is used intentionally to get subscription fees.

  Business Response

  Date: 12/05/2024

  Hello,

  Thanks for leaving this review and sharing your feedback. 
  
  Please note that if you need any help with your account or billing, you can contact our support team at ***********************, and our support team will be happy to help. 
  
  Don't hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/04/2024

  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 graduated from college on Dec 5, 2022. I requested for Grammarly to STOP charging my account. Connecting with them is difficult because you can't get a human. Time went on and they were STILL charging me. I finally got in a back and forth conversion with someone per computer site. I was informed that I would be reimbursed for this past November but not for the other 23 months???

  Business Response

  Date: 12/05/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, we have refunded the consumer's renewal payments made in 2023 and 2024 and deactivated their subscription. It may take up to ten business days for the refunds to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team