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Thread: Problems with GRAMMARLY?


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Permlink Replies: 23 - Pages: 2 [ Previous | 1 2 ] - Last Post: Oct 17, 2014 1:29 AM Last Post By: Divine Cerbo
grammarlyofficial

Posts: 3
Registered: 04/29/12
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 4:57 PM   in response to: quiet_heart_press in response to: quiet_heart_press
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Dear David,

Hello, my name is Kimberly Joki, Community Manager at Grammarly.com. I'm sorry to see that you have been having some issues using Grammarly.com. I hope that we can work together to successfully resolve the issues you have been having.

First, it is not clear from the thread here what problems you were experiencing while using our service. I would be happy to look over your support ticket and reach out to you personally in order to be sure that your questions or concerns are adequately addressed.

Second, if you cancelled the Grammarly.com account yourself, but have paid for the annual subscription, this would explain why your account is still active until 2013. Once your refund request is approved and the refund processed, your account will be downgraded to a free account.

Third, regarding your refund, if you requested the refund on 28 April, it may take up to 24 hours for the refund to be reviewed by a support representative. Again, if I can review your support history, I can give you more information.

Finally, I apologize for the inconvenience you have experienced and want to thank you for your patience. If you would please let me know via email your support ticket number or the email you used to set up your Grammarly.com account, I can follow up and expedite your support requests. I can be reached at kimberly.joki@grammarly.com.

Please feel free to contact me with any questions, comments, or concerns. I look forward to working with you to resolve this issue as soon as possible.

Sincerely,

Kimberly Joki

Community Manager
Grammarly.com
quiet_heart_press

Posts: 220
Registered: 12/24/07
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 5:09 PM   in response to: grammarlyofficial in response to: grammarlyofficial
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Ms. Joki,

Thank you very much for your kind reply. I wish I had heard from you during the 3 days i was trying to get your service to work. Unfortunately, your support department was not able to help, and then the support department stopped accepting my email. After we exchanged about 20 emails over a 3 day period, i received the following email, though the email I had sent prior to receiving this one had been sent by replying to your emails, just as i had done many times before.

QUOTE:
You have reached a Grammarly mailbox that is not attended by a human.
If you have a support issue, please direct all e-mails to support@grammarly.com.
--
Grammarly Team
END QUOTE.

It might interest you to know that another user here in the forum read my post and was able to tell me what to do to make your service work. By that time, I had already cancelled the subscription. I found it very interesting to know that a customer of yours seems to more more about your product that your own support department does.

Again, thank you for your kind note, and I do wish I had heard from you during the time I was trying to make your service work.

David
grammarlyofficial

Posts: 3
Registered: 04/29/12
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 5:31 PM   in response to: quiet_heart_press in response to: quiet_heart_press
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David,

I, too, am sorry that I wasn't in contact with you while you were experiencing all this.

Regarding the auto-responses you received, I will be reporting those. We do use a dashboard for our support service, but there should be no automated responses like the ones you received, because it means that there may be support messages that our support staff are not receiving.

Thank you for letting me know about that.

Is there anything I can do for you now to ensure your experience improves?

Kindly,

Kim
quiet_heart_press

Posts: 220
Registered: 12/24/07
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 5:43 PM   in response to: grammarlyofficial in response to: grammarlyofficial
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Kim,

Thank you for your follow-up. You have been most gracious.

You may want to have someone from your support department read through this thread of posts. Somewhere in here is information that, if anyone from your support department had given me, this might all have been prevented. Again, it was an individual on this forum that gave what appears to be the answer I needed, but your support department either did not have the knowledge needed or overlooked giving it to me.

Amazon requests that email addresses not be shown here, so i won't include mine, but it seems you should be able to find my case file by looking up my name, David A. Duke, on your subscription list of 4/25.

David
grammarlyofficial

Posts: 3
Registered: 04/29/12
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 6:02 PM   in response to: quiet_heart_press in response to: quiet_heart_press
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David,

I will gladly follow-up with support. I appreciate your willingness to help.

Additionally, I will look into your account and, if there are any other actions that I can take to improve your experience with Grammarly.com, I will contact you directly according to the information associated with your account.

If you have any other questions, comments, concerns, or if there is anything I can do to help you, please contact me and I will gladly assist.

Best regards,

Kim
quiet_heart_press

Posts: 220
Registered: 12/24/07
Re: Problems with GRAMMARLY?
Posted: May 1, 2012 1:51 PM   in response to: grammarlyofficial in response to: grammarlyofficial
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FYI: Grammarly has refunded my payment in full.
Divine Cerbo

Posts: 2
Registered: 10/17/14
Re: Problems with GRAMMARLY?
Posted: Oct 16, 2014 11:15 PM   in response to: quiet_heart_press in response to: quiet_heart_press
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Hi! I tried your Grammarly application last time because I thought it was free. I tried to subscribe and linked it with my Paypal account without knowing that you would actually charge me. I tried to cancel it to be sure on that same day, but it still ended up like this.

I am begging for a refund please because it is all the money I have got in my credit card. I badly needed it because my grandmother is in hospital and 139.95 usd= 6,500 philippine pesos is a lot here in the Philippines. I have worked for that money for 6 months and now it is all gone in a blink of an eye. I can't stop crying.

I just received the receipt in my email today and was utterly shocked upon seeing it.

Please can you give me a refund? I haven't used your product and services yet and it is supposed to be charged for a year. I t has been barely a month now ever since I checkd your website out.
Here's my paypal account: divine_cerbo@yahoo.com

Hoping for your consideration! I am desperate now.
M.R. Brazear

Posts: 4,851
Registered: 07/18/13
Re: Problems with GRAMMARLY?
Posted: Oct 17, 2014 1:03 AM   in response to: Divine Cerbo in response to: Divine Cerbo
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Divine Cerbo wrote:
Hi! I tried your Grammarly application last time because I thought it was free. I tried to subscribe and linked it with my Paypal account without knowing that you would actually charge me. I tried to cancel it to be sure on that same day, but it still ended up like this.

I am begging for a refund please because it is all the money I have got in my credit card. I badly needed it because my grandmother is in hospital and 139.95 usd= 6,500 philippine pesos is a lot here in the Philippines. I have worked for that money for 6 months and now it is all gone in a blink of an eye. I can't stop crying.

I just received the receipt in my email today and was utterly shocked upon seeing it.

Please can you give me a refund? I haven't used your product and services yet and it is supposed to be charged for a year. I t has been barely a month now ever since I checkd your website out.
Here's my paypal account: divine_cerbo@yahoo.com

Hoping for your consideration! I am desperate now.

Dragging up a 2 1/2 year old thread is not going to get you a refund. It is even possible that the person from Grammarly who replied originally no longer works for them. If you paid for this by paypal, they are your first place to look for a refund. Go into your account and click on the resolution centre, report an item not received or something similar. Also make sure it is not set for any automatic payments, and if it is, cancel it. Then contact Grammarly direct and ask them for a refund. For future reference, if you give your paypal details to anyone, it means you are paying for it.
Divine Cerbo

Posts: 2
Registered: 10/17/14
Re: Problems with GRAMMARLY?
Posted: Oct 17, 2014 1:29 AM   in response to: M.R. Brazear in response to: M.R. Brazear
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Hello! Thanks for your reply and advice!
Out of desperation, I have reported it to paypal, on Grammarly's facebook page and some other sites. I have also been emailing a lot of emails linking to them since this morning.

Luckily, someone emailed me back.

"Hailey, Oct 17 10:10:

Hello Divine,
My name is Hailey, and I'll be happy to assist you today. Your subscription associated with the email divine_cerbo@yahoo.com has been cancelled.
I have reviewed your account history and activity after the last payment and, as an exception, refunded the payment. Please note that it may take up to 10 days for the refund to appear on your statement.
Your payment has been processed according to the subscription plan you had chosen and the Grammarly Billing Policy and Terms of Service: http://www.grammarly.com/terms#billing
Please feel free to contact me with any questions or comments you might have.
Best regards,
Hailey"

Hopefully, I will be seeing the refunded money on my account soon.

Thanks Hailey!
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