Anonymous
map-marker Auburndale, Florida

This is not worth giving a rating

I still cannot get into my account so I dont know what the *** do you guys doing? I havent been able to get in my account for weeks call your company hundreds of times all I get is a recording tells me a lot about your company
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User's recommendation: Will not recommend

SaraDaniele B

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Verified Reviewer
| map-marker Toronto, Ontario

You Saïd you did n’y receive my kit

23andMe - You Saïd you did n’y receive my kit
23andMe - You Saïd you did n’y receive my kit - Image 2
Updated by user Feb 26, 2024

I didn’receive any answer. I am still waiting !!!

Original review Feb 23, 2024
Please, can you verify correctly because I paid 60$ US to ship the kit because I am in USA My tracking number from USPS says that it as been delivered last tuesday at 10:30 I am waiting for your confirmation. Thank you, Sara Daniele BOULARD 819-572-****
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Banesa Loe

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Verified Buyer
|

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Verified Reviewer
| map-marker Bellevue, Washington

Stole/Lost my brothers DNA, from an account he approved of

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23andMe - Stole/Lost my brothers DNA, from an account he approved of
My brother, who lived with me, gave me permission to test his DNA via his spit test. I frequented it for years. My brother died and never married, and I can't get access. I think they have lost it. They have asked for death certificates on my brother, mother, father, and affidavits, and they have kept asking me for more stuff. Don't use them. Ancestry is much better.
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User's recommendation: Avoid, it is not for geneology.

Resolved
Sadie H Uee

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Verified Reviewer

Resolved: Withholding my raw data and ignoring my emails

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Updated by user Jan 25, 2024

Company fixed the issue and I have been provided with apology. I wrote a letter explaining I would cancel my contract with them and said I wanted a refund in full or access to my data within 7 days of receipt of my letter.

Updated by user Jan 22, 2024

23andme have been ignoring all my emails and even now have still not contacted me. They are now illegally holding on to my data. I will have no choice but to take legal action against them despite multiple attempts to contact them and sort this out.

Original review Jan 18, 2024
I have no choice but to escalate this further. I requested my raw data and answered security questions, to which you replied saying you would send it in the next 1-3 weeks.

It has now been over 4 weeks and my emails are being ignored. This is not acceptable, especially considering due to your recent hacking and data breach my personal information and DNA is being sold all over the internet! I have contacted a consumer advise company and a solicitor.

Before I take things further this is a last ditch attempt for you to send me my raw data as requested and acknowledged by yourselves! This is a terrible service you are providing, people trust in your company and pay good money for these tests.
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Cons:
  • Do not follow through with requests
  • Data breach
  • Ignore emails

Preferred solution: My raw data

User's recommendation: Don’t use this company they are a disgrace

Erik K Mfd

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Verified Reviewer

Customer service very poor

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11 minute wait on call. Trying to find out if and when they will re-institute relatives in common. They disabled that feature, important for genealogy, months ago, without much explanation, and have removed all reference to it.
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Preferred solution: Reinstitution of relatives in common

User's recommendation: If you are interested in genealogy, it is much less useful than it used to be.

Kathy J Eqs

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Verified Reviewer
| map-marker Hillsboro, Oregon

Cannot access information on my account

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Cannot access family tree on my acct. nor my husband's acct. at all, which used to be with mine. A woman who is younger than him is listed as his grandma, and we did not do this! Now the account is missing entirely.
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Resolved
David B Dpk

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Verified Reviewer

Resolved: Resend emails

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Updated by user Jan 19, 2024

Company fixed the issue and I have been provided with apology. Received copy of requested email

Original review Dec 17, 2023
Please resend the ORIGINAL emails regarding the data breach to: davebeccue@***.net rockfordrocks@***.net Your so-called supervisor wasted 1/2 hour of our time on the phone today and did not have access apparently to the original email. Kindy confirm receipt of this email inquiry.
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Cons:
  • Rotten customer service and communication

Preferred solution: 2 emails sent to us from company in October 2023

User's recommendation: Stay Away - Rotten Customer Service and Lack of Responses

Paul V Kuf

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Verified Reviewer

Terrible customer service

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Unable to contact customer service to unlock account because of wrong login info. On hold for 45 minutes multiple times. Never got to speak with a real person.
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Preferred solution: Access to my account.

User's recommendation: Stay away

Jorge O Fzg
map-marker Bristol, Connecticut

Information about the 23 and me

Im going to visit Portugal this summer and I wanna buy a kid to take it with me.For how long that the kid can stay on the box until the person does the test?
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Loura Klg

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Verified Reviewer
| map-marker Cincinnati, Ohio

Customer service help

I have called for two days trying to get the address to send my sample and I kept getting referred to the website and I didnt find an address to send to. I explained that I tore the box and taped up and post office sent back to me. No suggestions or anything to help. I called today and finally was offered a pre paid label. She was amazing!
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Joan D Vuq

Failure to access repot results

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Original review Nov 24, 2023
Received email of final report results prior to actually accessing report results email was interrupted. Attempts to re-log in were unsuccessful. DNA report was ordered upon request by neurologist for the treatment of Alzheimers. Requesting assistance in obtaining another opportunity to access results. Thank you for any help.
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Pros:
  • As advertised
Cons:
  • Too many steps prior to access report and print results

Preferred solution: Opportunity to print report results. Unable to log back in after losing connection

User's recommendation: Print your report result prior to reading any tutorials

Kurt S Jlo
map-marker Lafayette, Louisiana

I'm trying to get into my account

Trying to open my account. I have been blocked for trying to change my password Your stuff is not easy for an eighty year old
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User's recommendation: I give up. Don’t join if you are not computer savy

Skyeler Lya
map-marker Lafayette, California

I am locked out of my 23 and me account

I am locked out of my 23 and me account. I need assistance to be able to access my account. I called once before for help and the person kicked it up stairs and didnt help me.
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User's recommendation: I hope that your company can be of better service to customers.

Layanna Ucu

Unauthorized Charge

I ordered a DNA kit from 23andme back in 2017. NEVER signed up for ANYTHING else with them in Oct. 2024 they began charging me for fraudulent charges. The first was for $29.00 in Oct. & the second was for $69.00 in November. There is NO WAY to get in contact with customer service to inquire what these charges are for.
View full review
Loss:
$99
Pros:
  • Dna results

Preferred solution: To speak to someone, answers about fraudulent charges & stolen funds returned.

User's recommendation: Do NOT Trust

Anonymous
map-marker Doylestown, Pennsylvania

Never got my results

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Never got results from test I took or contacted by anyone to solve problems and now being told I need more letters to discrobe why you suck just do what you promice
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User's recommendation: Don't waste your money

Anonymous
map-marker Etobicoke, Ontario

Inaccurate DNA

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I already know my family tree from my mom side and I have french on that side. My results came back with no french. We have a town in France that named after my family. We own that place since the 1400s. Secondly, I have Taino Puerto Rican on my mom side as well. It stated America Indigenous. America doesn't concern Puerto Rico Indigenous only Taino but Taino is never mentioned. I don't know my father side but I thought they would know either. I personally feel they base results on thec23 questions they asked and never do a DNA test.
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User's recommendation: Go to a real DNA lab in person

About

Summary

23andMe specializes in personal genetics. The company was founded by Linda Avey and Paul Cusenza in April 2006. Its headquarters is based in Mountain View, California, USA. 23andMe offers genetic testing and medical research. Direct-to-consumer personal genome testing helps to get more information regarding ancestry and genetic make-up. The company provides the following genotyping products: Ancestry Edition, Complete Edition, and Health Edition. It also conducts medical researches. Customers can purchase ancestry related results and raw genetic data. 23andMe ships their products worldwide with standard and express methods. Refund is possible within 30 calendar days of the delivery date. Available payment options are Visa, MasterCard, American Express, and Discover. The company also accepts PayPal.

23andMe reviews and complaints

23andMe is ranked 14 out of 116 in Background and People Search category

Area Served

USA

Payment Methods

VISA

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