SmallBizGenius Analysis
NordVPN is a popular VPN service that receives generally positive feedback regarding its ease of use and customer support. However, some users report issues with connectivity, billing, and cancellation processes.
Category Breakdown
Scores based on analysis of 280 recent reviews
Customer Service
8.5/10Many reviewers praise NordVPN's customer service for being responsive, helpful, and knowledgeable. They highlight specific support agents who efficiently resolved their issues, such as account problems, technical difficulties, and billing inquiries. For example, several reviewers specifically thanked agents by name for their assistance.
42 reviews mention thisEase of Use
8.0/10Several reviewers appreciate NordVPN's user-friendly interface and simple setup process. They find the app easy to navigate and use on various devices, making it accessible even for those with limited technical expertise. One reviewer mentioned how simple it is to get working.
15 reviews mention thisConnectivity and Speed
6.0/10Some reviewers report experiencing connectivity issues, slow speeds, and intermittent connection drops while using NordVPN. These issues sometimes interfere with streaming, browsing, and other online activities. For instance, one reviewer mentioned that the VPN was kinda slow.
18 reviews mention thisBilling and Renewals
5.5/10A number of reviewers express frustration with NordVPN's billing practices, including unexpected auto-renewals, difficulty canceling subscriptions, and issues with refunds. Some feel that the cancellation process is intentionally difficult and that customer service is unhelpful in resolving billing disputes. One reviewer felt like they were dealing with criminals because it was impossible to cancel their subscription.
12 reviews mention thisReliability and Security
7.8/10Many users find NordVPN to be a reliable and secure VPN service that effectively protects their online privacy. They appreciate the peace of mind it provides, especially when using public Wi-Fi or accessing sensitive information. One reviewer stated that it was worth every penny for the peace of mind in these days of scams and cyber thieves.
10 reviews mention thisPros & Cons
What Customers Love
"Whenever I have an issue with Nordvpn their support team is immediately on the issue. Everyone I deal with there is professional, knowledgeable, understanding, plus patient..."
"Everything. I love the product, how simple it is to get working, it does what I says it will do, and if you get stuck; the support is great."
"Excellent VPN I have used it for several years now and always found it reliable and easy to use. Worth every penny for the peace of mind in these days of scams and cyber thieves. Recommended"
"Love this app. I’ve used it throughout the world to stay on my home shows and stay safe. Works great with an easy interactive interface."
"Best VPN app! One of the biggest surprises was that at a mass event (100,000+ participants), after I turned on my dedicated IP, I got a completely stable internet connection."
Common Complaints
"vpn worked great but kinda slowly. overall good experience."
"I feel like I’m dealing with criminals they make it impossible to find how to cancel your subscription. VPN service is fine but I don’t need it anymore and this is making the experience turn to crap"
"I contacted NordVPN support about my auto renewal that happened while I was on vacation out of the country with limited internet access. The renewal of my plan for 1 year was priced much higher than m..."
"Have been a customer for 3-4 years. Had a simple request and their customer service blew me off. Burden of proof way too high. Left me high and dry. Process took nearly two weeks of intermittent conve..."
"My account is still not right especially when using my laptop! I keeps asking me to select a plan and does not go to the email I registered. I need help and got customer support but the line went dead..."
Common Questions About Nordvpn
Answers derived from customer review patterns
Is NordVPN legit and trustworthy?
Based on the reviews, NordVPN is generally considered a legitimate VPN service, but experiences vary. Many users praise its security features and reliability, stating that it effectively protects their online privacy. However, some reviewers report issues with billing practices and difficulty canceling subscriptions, which raises concerns about transparency. While the majority of users seem satisfied with NordVPN's performance and security, potential customers should carefully review the terms of service and monitor their accounts for unexpected charges.
Based on 45 reviewsDoes NordVPN have good customer service?
NordVPN's customer service receives mixed reviews. A significant number of users praise the support team for being responsive, helpful, and knowledgeable in resolving technical and account-related issues. These reviewers often highlight specific agents who provided excellent assistance. However, some reviewers report negative experiences, citing unhelpful or arrogant customer service representatives, long response times, and difficulty resolving billing disputes. Therefore, while many users have positive experiences with NordVPN's customer service, it appears that the quality of support can be inconsistent.
Based on 42 reviewsIs NordVPN worth it for small business?
NordVPN can be a worthwhile investment for small businesses seeking to enhance their online security and privacy. Its features like double VPN and a kill switch provide added protection for sensitive data. However, small business owners should be aware of the potential connectivity issues and billing problems reported by some users. Before committing to a long-term subscription, it's advisable to test the service thoroughly and carefully review the terms of service.
Based on 50 reviewsWhat is NordVPN's cancellation policy like?
NordVPN's cancellation policy is a point of contention among reviewers. While the company offers a 30-day money-back guarantee, some users report difficulty canceling their subscriptions and obtaining refunds. They describe the cancellation process as intentionally complex and express frustration with customer service's handling of cancellation requests. Other users report a smooth cancellation process. Potential customers should carefully review the cancellation policy and be prepared to proactively manage their subscriptions to avoid unwanted renewals.
Based on 12 reviewsWhy is NordVPN charging me after my free trial?
Several reviewers mention being charged after their free trial period ended, despite attempting to cancel beforehand. Some were told they wouldn't be charged, while others found the cancellation process confusing. Customer service was sometimes unhelpful in resolving these issues, leading to frustration and switching to other VPN providers. Users should carefully track their trial end dates and confirm cancellation to avoid unwanted charges.
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