Review Time
This is a mixed review; I would rate them 5 stars for the product and 1 star for customer service. One significant issue is that you will never talk to a real person. Their email responses are generic and seem polite, but they are all the same. If an issue requires more than one response, you'll have to follow up yourself, as they don't handle ongoing issues well. Some problems take months to resolve.
I purchased a 30× Whole Genome Sequencing kit from a company, and they received my sample on September 24, 2025. Now, on December 22, I still have not received any results or substantial updates, and the status tracker on the platform was quietly removed without any explanation. The support team sends generic responses and refuses to confirm if my sample passed quality control or is in sequencing. They mention a 12–14 week turnaround, but I'm approaching the end of that period with no insight or accountability. This was a costly test — I invested in a premium, science-based service and have faced delays, lack of transparency, and no communication in return. I intended to use the results for a medical consultation and may now have to start over elsewhere. I am extremely disappointed and am requesting a full refund. Be cautious before ordering if you have any deadlines or expect clear communication.
I ordered a whole genome sequencing kit and my sample was received on September 24, 2025. Now it's December 22, and I still have no results or updates, and the status tracker was removed without explanation. Customer support provides generic responses and won't confirm if my sample passed quality control or entered sequencing. They mention a 12–14 week turnaround, but I'm at the end of that timeline with no visibility or accountability. This was a pricey test, and I expected a premium service, but all I've received are delays and poor communication. I intended to use the results for a medical consultation, but now I may have to start over elsewhere. I'm extremely disappointed and requesting a full refund. Be cautious if you're on a timeline or expect clear communication.
I paid for a lifetime subscription, but the last report I received was on December 26, 2023. I've been waiting for updates, but nothing has changed. I've reached out to support and am still waiting for a response; this feels very unprofessional.
I purchased two DNA Complete Pro packages for $995 each, and it's been six months with no results. When I contacted support, they simply said, 'we are sorry.' I inquired about the membership that comes with the package, but was told it starts when the packages are bought. This means I've lost six months of updates. I'm considering filing a complaint and requesting a refund, as I paid for a service that I have not yet received.
I signed up for a DNA test a few years ago and later canceled my subscription. Despite showing no active subscriptions in my account, I continued to be charged, and they claim they won't refund me due to multiple accounts, yet they can't provide details. The new ownership seems untrustworthy. I've filed complaints with relevant authorities and will be disputing the latest charges.
I sent back my two samples on August 28th, and according to tracking, they arrived in New York on September 5th but have been stuck in customs. After contacting the shipping service, I learned about a new law requiring additional duties. I shared this info with support, who assured me it would be resolved, but after multiple follow-ups, the issue remains. I even offered to pay the duties to expedite the process, but was told it must be handled by the company. It's been 18 days, and I still have no clear support or solution. I've asked if the samples will be compromised but received no response. I've made it clear that I want a refund or an alternative solution if this isn't resolved. Finally, the issue has been resolved, and the samples have been released; now I hope to receive my data and reports.
When I ordered, the website stated a delivery time of 4-6 weeks for DNA sequencing. Now, five months later, my sample is still marked as 'arrived in lab.' I've sent two emails, but they haven't refunded me or provided a timeline. This situation feels illegal, and I plan to dispute the charges with my bank and report this to authorities, as many others seem to be facing similar delays.
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Nebula Genomics is a privacy-focused, science-driven personal genomics company. We enable our users to stay in control of their personal genomic data and learn how the latest scientific discoveries apply to them.
