I bought my DNA test kit May 19th, received it May 27th and returned it for testing May 28th. The tracking said 4-10 days to deliver. On day 11 I contact the customer support number for help with the tracking as it showed that it sat in Chicago for a week. The rep had to be walked through the process of realizing this shouldn't just be sitting there but we got through it and I was told if it wasn't received in 2-3 more days, a free replacement kit would be sent out. I asked about a refund and was told I'd have to pay 25% because it's not their fault when something is lost in the mail. No, but when did it become my fault? Because this company pays the shipping, they are the ones that get payment for lost items so they get their money back but I need to be out 25%? Matters got worse when 3 days later I DID reach out for a new kit to be sent. Well, now it's no longer free but $25 for a new kit. I disputed this and the rep said "that's our policy" and only when I sent screen shots of the reps texts from 3 days prior saying it's free for a replacement kit, did the rep change their story. The next day my kit was marked as received by the testing facility. Who knows how long that will take as apparently they need to scan in the kit. I haven't received any email that they have received my kit but the tracking shows it's been delivered. We are pushing a month since I started this process. 0/10 not worth it to get any kind of testing done here. Good service must only go to the highest payer. I only paid $129. Garbage customer service, rude, dishonest and unprofessional.
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