Watch out for this company. As others have said (wish I'd read the reviews before I tried) they make it difficult to cancel and even when you do they might still take your money for time you didn't subscribe to. Customer Support is worse than useless. You've been warned.
I think this is how a company should organize its support. Always very helpful and help you get done whatever needs to be done. Last time I was helped by Marcus and Debra, which both handled my situation as expected.
I ended up not using this product because it blocked everything. Their pricing on their website looks like you get 3 months free if you select a 2-year package, but that is not true - you are charged for all 27 months. Also, I selected the "Continue" button, which turned out to be a "finalize purchase" button, VERY MISLEADING. Spent over 2 hours on "chat" trying to get my "purchase" refunded. Did not work! I had to send an email to ask for the refund...still waiting. No phone support!
Watch out for their automatic renewal and billings. I initially signed up, but did not intend on purchasing an ongoing subscription. They advised me I am not entitled to a refund as per their Terms of Service.
Super unethical sales tactic. Watch out.
Hello, sorry to hear you did not find use for our VPN service. Recurring subscription model is applied by most VPN providers as well as other digital services. Upon purchasing our service, you are informed about and agree to a recurring subscription, which you may cancel anytime in your account settings. Also, we send email reminders to inform about upcoming charge, in case you no longer intend on using our service.
I updated my rating from 1 to 4 stars after the company addressed my concerns and removed my credit card information from their website. However, I did not give them a 5-star rating as this feature is not readily available on their site. If you want to have your credit card information removed, you must also make a complaint.
The following is my original review:
I have been using NordVPN, and I am satisfied with their services. However, I noticed that removing my credit card details from their website is impossible once payment has been made unless I delete my account. I have a 2-year subscription with them, but I may not renew their services if this policy remains unchanged.
Hello, Julio, thank you for taking the time to leave us a review. We will make sure to forward your feedback to the relevant team, we apologize if this has caused you any inconvenience. -N.L.
I was unable to network 10 Australia.
I nearly gave up but emailed the lovely people at Nord. They sorted it out... gave me tips in what to do and am now sat watching what I wanted!
Thank you v much.
The server in which my dedicated ip is was down for more than 18 hours.
This ip is essential for my work.
Nobody informed me, live chat agents lied saying everything is fine and the problem is in my device while they know that that servers are down.
It took 6 hours(!) till customer care replied to me saying there is a problem and not helping with a solution.
Also they took no responsibility while saying this is the terms of conditions so my problem.
Horrible service.
Won't renew my subscription there!
Sadly i wasnt able to resolve my request. Its fine, since i was only asking for a small extension until i am able to budget in this service. I was able to speak to a tech who was a joy to talk to. Absolutely love you all, i see now as ive just ended my first month why you waive around proudly this services awards and guarantee. Thank you Nord. Hazel. Everyone who makes the magic at nord happen. Its an honor to use what you all work so hard to roll out. :)
I am not tech knowledgeable at all! And this team helped me figure out my VPN over many days as I had question after question on how to do this and how to that. They responded quickly and efficiently and were very friendly! What a great team! Honestly, I wish I could send them all a muffin basket! Fabulous! Highly highly recommend.
Described my problem and received quick reply with detailed steps to remove wrong download and a link to the appropriate download. All went quickly and successfully.
Excellent, efficient service from the Nord VPN support staff.
I have used NordVPN since 2017 and after one year of great quality, I struggle with lags on more than 80% of servers. Please add WireGuard protocol for routers.
Yesterday, after an update, ping times went from 20-40ms to 200+ or timed-out. Their solution: NONE!
I would give Nord a 5 star on security but 2 on timeliness in responding to correspondence.
Hello, sorry to hear you are not completely satisfied with our service. Our support agent reply to emails usually within 24hours. Therefore, for more prompt response we always advice to reach us either via live chat function available on our website at support.nordvpn.com or hit us on Twitter. Thank you.
To weeks ro solve a problem but finally we find solution.
Like most on here I find that their auto renew is awful. They manage to take payment from my account using expired payment info. They had attempted and failed to take payment on no less than six occasions. Most would give up after 2. Glady my bank don't charge for these. Cut and paste answers from customer service. Very predatory get 1 year for £90 wether you want it or not. Service is slow and required reconnection a fair bit. Just awful from start to finish.
Hello Tom, sorry to hear we did not live up to your expectation. Regarding the automatic payments, we advice to cancel recurring payments on your account settings, that way our system won't attempt to charge you in order to extend the subscription. About the connectivity issues, whose usually can be quickly resolved by tweaking some settings. Our support team would be happy to help if you'd like to continue using our service.
I paid for ONE MONTH of NordVPN in January. That was all I needed. I ended my subscription before the month was out, NordVPN continued billing me every month without notice or sending any receipts. They refused to refund me.
Hello. May we ask if you have contacted us via live chat at support.nordvpn.com? If so, perhaps you could update your review with the ticket ID number that was provided by our support team? We would like to further check on the situation and assist you accordingly. -K.T
Was referred to use NordVpn by a friend and got a referral link with 3 months free. Thought it was very cool at first. There was a glitch with their registration which resulted me in purchasing the service more time and not having the service for a few days. I got a standard and prepaid for a year ahead. I was trying to get my 3 months of promised free service added to my account but the customer service started saying I'm not qualified cause it's "only for new customers" well hello? I just purchased the service yesterday but there was a glitch with registration I guess this means I'm no longer a new customer because they refused to give me 3 months service "cause my name is already in the database" well you know what? That's how you know it's a scam! Very poor customer service who doesn't care but get your money and then if you have issues they don't care and they don't honor their promotions for referrals and other promos as well it's just a way to get your money and then you no longer matter as a customer. If you are not happy and didn't get what you're promised by them becomes not their issue. I definitely DON'T recommend their service and they are NOT a good service provider and will take advantage of you! Only good marketing to get your money and the sales ' Also, if hear cancelling a service after a contract is a nightmare and you'll be charged again because they mess with your auto renewal dates and it take forever to get your money back if you are lucky to ever get your money back at all!
Scam and very poor service and a questionable product! Stay away!
Hello! The initial referral works only while registering through it for the first time. Afterwards the offer is no longer available automatically and the support team can no longer reverse. We apologize for the negative experience, but we hope you can give our service a chance to redeem itself in the future. -Neo
Tried it thinking it had the money back guarantee. The app ended up never working while I was on vaca. So I deleted it and thought I unsubscribed.
Turns out I didn't and got dinged the 2nd month. Asked support rep to reimburse one month at least since the vpn never worked the whole 2 weeks of me trying. Basically send it wasn't their problem and no refund was available at all and had the balls to tell me I should try their other services! What a joke.
Worst customer service. VPN is trash. It didn't work. Try another company with better customer service and works
Hello. All of our customers are eligible for a refund as long as their initial purchase is not more than 30 days old. As for subscription, deleting the application does not cancel the recurring subscription, ways to cancel it are listed here: https://support.nordvpn.com/hc/en-us/articles/19556844985489-How-to-cancel-a-subscription. Feel free to contact our customer support team at support.nordvpn.com if you have any further questions. -A.Z
Crappy service.
I've had some problems with so called 'smartdns' service while using it to access Disney Plus. I've raised an issue with NordVPN support.
Their first reaction was - all problems are on my side)). Despite a fact that problem with service only arose during the peak periods. But they was deaf to my arguments and kept continuing to blame me.
As a result I've bought subscription for other VPN service and all works perfect on the same setup.
Even after this support of NordVPN stated that they have no problems on their side and can't make a compensation for me for all inconveniences.
So I can't recommend this service due to it's quality deaf and ignorant support.
They load a auto renewal on there product and don't give you any notification that they are drawing it. They have refused to refund and which is against NZ consumer laws since they didn't give any notification they were taking money from your card. Extremely poor responses over 6 emails stay away from them choose another provider
Hello, Damion. Thank you for taking the time to leave us a review. We'd like to note that all of our subscriptions are recurring, however, it's possible to cancel the automatic renewal on the NordAccount website at any time. Also, you may contact our team at support.nordvpn.com and we'll cancel the subscription for you. Our agents are available 24/7. -N.L.
Overview
NordVPN has a rating of 1.9 stars from 209 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with NordVPN most frequently mention customer service, credit card and auto renewal. NordVPN ranks 93rd among Vpn sites.
Strict no-logs policy
Your activities using NordVPN Services are not monitored, recorded, logged, stored or passed to any third party.
Business History
Discover our story: https://nordvpn.com/nordvpn-birthday/
Company Representative
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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Hello. We're very sorry to hear about your experience with our service, however, we're thankful for your feedback, we'll share it with the responsible team. As for the refund, we stay true to our 30-day refund policy, so please get back to our team at support.nordvpn.com if you face any further issues. -N.L.