Review Time
Before Christmas I stupidly purchased 2 DNA test kits with "free membership". MyHeritage sent the kits with free membership and started bombarding me with emails.
However, of all the emails they sent, not one was a reminder that the free trial was about to end. I only found out when contacted by PayPal that $260 had been taken from my account.
Don't trust these people!
I have had an extremely frustrating and disappointing experience with MyHeritage. I have contacted the company multiple times via email, yet instead of responding in writing as requested, they repeatedly attempted to phone me while I was at work where I am unable to answer calls. After I specifically asked for communication by email only, all responses stopped. The chatbot is completely ineffective and closes the conversation before any progress can be made.
There is no accessible telephone number to call back at a convenient time to speak to an actual person, which is unacceptable for a company handling sensitive personal and financial information.
MyHeritage took money from my account for a service I did not ask for and do not want. I purchased a DNA testing kit in good faith, only to then be charged £114 for an Ancestry subscription I neither requested nor can afford.
I am posting this review in the hope that MyHeritage will finally acknowledge the issue and contact me directly via email to resolve this matter.
My experience with MyHeritage has been nothing short of a joke, and I strongly advise anyone considering their DNA service to think twice before wasting their money.
I sent my DNA sample in October 2025. After six weeks it finally crawled to the “Raw Data Produced” stage — and that’s where it has stayed ever since. Months later, I still have no results, no proper update, and no honest explanation of what’s going on.
Every time I contact customer support, I get the exact same meaningless response about them “chasing the lab.” The emails feel completely automated, like nobody has actually read my message. There’s no ownership, no transparency, and no attempt to actually solve the problem.
Trying to get help through their website is even worse. The chatbot is clearly designed to keep customers away from real staff. You have to fight just to reach a human, and when you finally do, they tell you absolutely nothing useful.
Now their latest “solution” is to offer me a replacement kit. Why on earth would I trust them with another sample when they can’t even process the one they’ve already had for months? That doesn’t solve the issue — it just resets the clock and wastes even more of my time.
At this point, it feels like I paid for a service they simply haven’t delivered. No results, no accountability, and customer service that feels like a wall of automated replies.
If you’re thinking of using them for DNA testing, I’d seriously recommend going elsewhere. Based on my experience, you could be left waiting indefinitely with no answers and no results.
I have been a My Heritage customer for many years and received a very pushy sales call on Sunday afternoon from a private number offering add ons. Had previously had an email which I read and deleted as was not interested. Said no several times but he kept on pushing and wasn't happy so after the call I cancelled my subscription completely,they have lost a customer.
This is how not to use AI to help with customer support, on and off for the past month I have tried to contact customer support as my DNA sample test has a problem, I e-Mailed to which I had a reply that said please use our customer support help pages, I have even tried phoning which again sends you back to the help and support pages, I wouldn't mind but the topic that I have a problem with simply isn't in the help pages and the help bot is worse than useless sending you round in circles, AI is certainly not going to take over the world at this rate
Stay far away from this company! I registered in the browser, unfortunately using my Apple account, which immediately linked to my wallet. I assume somewhere in the terms it says that after the free period it becomes paid. But who reads contracts when signing up for a website? Disgusting, sneaky business practice. After looking into it, I saw that this is not an isolated case—many people have fallen into this scam. I’m down €170 and can only hope I’ll ever see that money again.
Mia was very helpful and not patronising when she found out that I was a pensioner. She explained everything very well so that I could make an informed decision and gave me options on my subscription that would fit my budgetary situation.
Very nice lady.
Would give no stars if I could.
Absolutely useless site, that only matches you with US people you’re not related to. Tried to cancel twice during my trial and the site crashed both times. Finally thought I’d done it but was charged £114 . Have emailed with only an automated response and no other way of contacting them. This is an absolute scam, don’t bother using it, go to Ancestry instead.
It’s always a rewarding and pleasant experience to contact My Heritage and especially to be able to speak with one of their operators - Rose assisted me today. Kind and understanding, she knew exactly what I was trying to achieve and was able to help me with the greatest efficiency. My Heritage is an amazing site - I’ve been a member for many years and plan to enjoy their program well into the future. Through My Heritage and their user friendly Family Tree pages, I’ve become interested and intrigued to discover my forebears. Thank you MH!
Absolutely dreadful. Waited weeks for my test to be completed. I downloaded the App and filled out family members,then they messaged me to say my results were in and told me the members I had added myself as my family. I had clicked on one of them that a member was deceased and they aren’t, then it wouldn’t allow me to change that and now they are looking for another €149.00 to review matches. Avoid this site unless you want to waste money and basically give scammers all your private and confidential bank information
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