Review Time
Very frustrating experience. I purchased 2 kits and mailed the samples at the same time. My husband received his in a reasonable time (~3.5 weeks), and I've been waiting for mine for almost 6 weeks now with no update or deadline provided. I emailed customer service multiple times, but only got a generic response saying they're still working on it. At this point, I just want a refund.
Absolute garbage company. No rhyme or reason to how they process samples. Samples received after mine are done in 2 week, samples before mine are still waiting. It’s been 6 weeks and no results. If you are busy, hire more people! It’s not my problem. Customer service is atrocious. They use a script and/or AI bots and never actually answer your questions. My sample didn’t achieve 98.5% call rate and so they had to extract it again, but failed to communicate this whatsoever. I had to ask.
I truly hope you go out of business because looking at Reddit, these garbage business practices have been going on since your company’s conception.
23andMe is fun. How much fun depends on how much you pay. There will always be a feature you want on the next highest level, which is frustrating, but I can't say it affects my trust level. If you just want to know your ancestry and, perhaps, find some distant relations, the basic plan works. I have +Premium, which let's you see Historical Matches. Any time my DNA matches DNA from an archaeological site, I get a notification. Prepare to find the Viking ancestry you didn't know you had! LOL
I am extremely disappointed with the service. I purchased a kit as a gift, only to discover that the barcode had been deactivated due to their "same country" policy. It turns out you must return the sample from the exact country of purchase, or they simply discard your kit. Is this clearly stated in the product description? Absolutely not. They hide this "policy" deep within the fine print of their legal disclaimer, ensuring that no one sees it until it’s too late. This feels like a predatory tactic aimed at taking your money while providing no service in return. To make matters worse, when I reached out to customer support to explain my situation, they refused to issue a refund or a replacement. They effectively took my money, leaving me with a useless plastic tube. They use "regulatory compliance" as a shield for their lack of transparency and poor customer service. If you aren't 100% certain you are mailing this from the exact location where you bought it, don't even try. This company prioritizes technicalities and protecting your money over actually delivering DNA results. Stay away at all costs! I have already contacted the support team via email regarding my kit. Since they do not provide support ticket numbers, this is the only reference I have. Honestly, after this experience, I’ve come to realize that the term 'Customer Care' is a mere facade—much like the naming of the Pacific Ocean. It suggests calm and support that is completely absent from the actual experience.
I am extremely frustrated with the service. I bought a kit as a gift, only to find out that the barcode was inactive due to their "same country" policy. You must return the sample from the exact country of purchase, or they just discard your kit. Is this clearly stated in the product description? Absolutely not. They conceal this "policy" in the fine print of their legal disclaimer, ensuring no one sees it until it's too late. It feels like a tactic designed to take your money without providing any service in return. To make matters worse, when I contacted customer support about my situation, they refused to issue a refund or replacement. They effectively took my money, leaving me with a useless plastic tube. They hide behind "regulatory compliance" as an excuse for their lack of transparency and poor customer service. If you aren't certain you're mailing this from the exact location where you bought it, don't bother. This company cares more about technicalities and keeping your cash than providing DNA results. Stay away at all costs! I've already reached out to the support team via email regarding my kit, and since they don’t provide support ticket numbers, this is my only reference. Honestly, after this experience, I’ve realized that the term 'Customer Care' is a mere facade, suggesting support that is completely absent from the actual experience.
Make sure to read the fine print before purchasing a kit. I was recently diagnosed with cancer and ordered one, thinking the purchase covered access to my health and genetic results. After submitting my sample, I found out that I cannot view crucial health-related reports—including cancer-related genetic information—unless I sign up for an annual subscription and provide a credit card. This was not clearly disclosed at the time of purchase. As someone facing a serious medical diagnosis, it's upsetting to feel pressured into a recurring payment just to access information that could affect my family’s health, such as BRCA1 and BRCA2 risk. Genetic health information should not be behind a paywall, especially for those dealing with cancer and trying to inform family members of potential hereditary risks. I regret this purchase and urge others, especially those with medical concerns, to consider clinical genetic testing through a healthcare provider instead.
I was very unhappy with my experience. The results seemed vague, generalized, and inconsistent, not aligning with my known medical history or genetic background. Much of the information appeared speculative rather than evidence-based, making it hard to trust the accuracy of the reports. For the price I paid, I expected clearer data, better explanations, and results that felt personalized rather than generic. Overall, I feel this was a waste of money and I would not recommend this service to others.
I have been a long-time member and initially found their genetic testing with a saliva sample innovative and helpful for those interested in their genetic makeup. However, in recent years, they have faced a major data breach affecting millions of customers, along with financial and governance conflicts leading to bankruptcy. Subscribers have concerns about accessing their genetic and family history data and the ability to delete their data and destroy their samples. Additionally, it seems they are using AI to handle customer service inquiries, resulting in poor responses.
I wish I could comment on the product, but I haven't received my order yet! According to numerous reviews, you pay for shipping but they can't even provide a tracking number. You're left hoping that they've actually dispatched your order, and then you must wait at least three weeks for it to arrive. When it doesn’t, they expect you to go through the entire process again. It's quite frustrating! It's 2025, and yet they still use courier companies that can't provide tracking, all while charging for shipping. The standard response of "we're sorry to hear about your experience, please contact our customer service team" is getting old. They need to take action!
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23andMe is a leader in personal genomics, delivering advanced DNA testing that uncovers your ancestry, connects you with relatives, and provides personalized health insights—all through a groundbreaking and easy-to-use platform.
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