SmallBizGenius Analysis
PureVPN receives generally positive feedback, with many customers praising the helpfulness and efficiency of their customer service. However, some users report billing issues and inconsistent performance.
Category Breakdown
Scores based on analysis of 272 recent reviews
Customer Service
8.5/10Reviewers consistently praise PureVPN's customer service, particularly highlighting the helpfulness, patience, and efficiency of agents like Saad and Uzair. Many reviewers mention specific instances where customer service representatives went above and beyond to resolve their issues, often related to billing or technical problems.
52 reviews mention thisBilling Issues
3.0/10Several reviewers report negative experiences with PureVPN's billing practices, including unexpected charges, difficulties obtaining refunds, and issues with lifetime subscriptions being terminated prematurely. Some reviewers describe the billing practices as "predatory" and express frustration with the company's refund policies.
10 reviews mention thisReliability and Performance
7.0/10While many reviewers report stable connections and fast speeds, some users experience occasional connection drops, slow speeds, and issues with specific features like WireGuard. Some reviewers also note inconsistencies in performance across different devices and operating systems.
25 reviews mention thisValue and Pricing
8.0/10Many reviewers appreciate the value offered by PureVPN, particularly the significant discounts available for long-term subscriptions. Some reviewers mention purchasing 5-year plans for very low prices, making PureVPN an attractive option for budget-conscious users.
15 reviews mention thisEase of Use
7.5/10Several reviewers praise the ease of use of PureVPN's app and the simplicity of switching between servers. Users appreciate the intuitive interface and the straightforward setup process.
8 reviews mention thisPros & Cons
What Customers Love
"Saad was extremely helpful in renewing my old package. He was very patient and spent a lot of time assisting me until everything was resolved."
"The incredible discounts they provide is of immense value considering I purchased a 5 years plan for just 32$"
"the app is easy to use, and switching between servers is smooth"
"The connection is fast and stable"
"I utilize the dedicated IP feature to add another layer of security when connecting to various networks while traveling."
Common Complaints
"My recent billing experience with PureVPN was extremely disappointing. I was told a refund was “impossible” due to the 31‑day policy"
"About every 6 months on average there is a problem which disconnects me despite..."
"WireGuard for router is an add one (not good) Any WireGuard config lasts 15 min (you read it correctly)."
"PureVPN sent repeated marketing emails after I opted out."
"PureVPN Android Has No Kill Switch!!!: PureVPN lied to me and told me they had a built in Kill Switch. There android app DOES NOT have a kill switch."
Common Questions About Purevpn
Answers derived from customer review patterns
Is PureVPN legit and trustworthy?
PureVPN has a Trustpilot rating of 4.3/5 based on over 17,000 reviews, suggesting a generally positive reputation. However, some reviewers report negative experiences with billing practices and inconsistent performance. While many users praise the helpfulness of PureVPN's customer service, potential customers should be aware of the reported issues and consider them before making a decision. Overall, PureVPN appears to be a legitimate VPN service, but it's essential to weigh the positive and negative feedback before subscribing.
Based on 45 reviewsDoes PureVPN have good customer service?
Yes, PureVPN's customer service is frequently praised in reviews. Many users highlight the helpfulness, patience, and efficiency of customer service representatives, particularly agents like Saad and Uzair. Reviewers often mention specific instances where customer service went above and beyond to resolve their issues, often related to billing or technical problems. This positive feedback suggests that PureVPN prioritizes customer support and strives to provide a positive experience.
Based on 52 reviewsIs PureVPN worth it for small business?
PureVPN could be a worthwhile investment for small businesses seeking affordable VPN solutions, especially with long-term subscription discounts. The service offers encrypted connections and access to servers worldwide, which can be beneficial for remote workers and accessing geo-restricted content. However, small businesses should be aware of the reported billing issues and the potential for service disruptions. If consistent reliability and responsive customer support are critical, it may be wise to consider alternative VPN providers with more consistent performance.
Based on 25 reviewsWhat is PureVPN's refund policy like?
Some reviewers report difficulties obtaining refunds from PureVPN, citing the company's 31-day policy as a barrier. One reviewer was told a refund was "impossible" due to the policy, and the support agent ended the chat when reimbursement was requested. This suggests that PureVPN's refund policy may be strict and that obtaining a refund may not always be straightforward. Potential customers should carefully review the refund policy before subscribing.
Based on 10 reviewsWhy do customers praise Saad and Uzair from PureVPN's customer service?
Saad and Uzair are frequently mentioned by name in positive reviews due to their exceptional customer service skills. Reviewers describe them as patient, helpful, efficient, and knowledgeable. They are often credited with resolving complex issues related to billing, renewals, and technical problems, going above and beyond to ensure customer satisfaction. Their consistent positive feedback suggests that they are valuable assets to PureVPN's customer support team.
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