Anonymous
map-marker Glendale, Arizona

DNA - tried twice

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My first DNA kit - I was told there wasn't enough to process. My 2nd kit, I misplaced the code and they told me I had to do yet another kit. So I paid for this like 4 months ago and still trying to get it processed. frustrating.
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User's recommendation: lower your expectations in regards to turn around time

Anonymous
map-marker Oslo, Oslo County

Cant fin result of my sent DNA test- sent Ireland 1602**** with post CD 74 356 *** * NO

Sent my DNA test to: Shannon free zone Barrack street V 14 HN40 Shannon Ireland rep. Have U reisive it ? Where can I find the result ??? Best regards Anne Marie Buvik Gislebakken 12 1390 VOLLEN NORWAY
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Van T Umb

Native American Markers

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I took a test to find out how much native American blood that I had in me and yall never let me informed me that you didnt have Native American markers at the time so I either want to refund or I want to find out what my percentages
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Loss:
$100
Cons:
  • Did have native american markers

Preferred solution: New test

Ian S Qbu

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Verified Reviewer

Non delivery of DNA test result

DNA test sent off beginning of January 2024. I have not received any results. I am having difficulty chasing it up.
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Pros:
  • Big database
Cons:
  • Impossible to get help

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t rely on the service . Also it’s extremely difficult to speak to someone

Regina J Nsw

I didn't scan the saliva tube

I purchased the ancestry DNA kit. I put the saliva in the kit and mailed it out. I also looked at the back of the box where it says to activate the kit I thought by scanning the QR code that was activating it however, it did not it just set up my ancestry DNA and I was able to put information in there, but I did not scan.
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Preferred solution: Help because I mailed the kit and they don’t have my name and I don’t have the scanned identification so that I can get my results

User's recommendation: Please put on outside the box

Lee B Hno

Charging me for something I did not odd I’m trying to cancel and I can’t seem to get to anybody

I am trying to cancel my subscription or whatever this is, and no one reaches me or answers me What is the problem here? I just had heart attack. I dont need this aggravation.
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Loss:
$99

Preferred solution: Full refund

Bernard w Enx

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Verified Reviewer
| map-marker Warrington, England

Sick of your service

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Every time I open story scout the same people come up as new.for the last 8 months I have to delete them until the next time there are back.its is really annoying me.are you really that incompetent.i am on the *** of deleting you.i am totally sick and tired of it all. But you have had my money what do you care.totally unacceptable.Bernard white
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User's recommendation: It seems that ancestry is the only dna site. But they give you your heritage then they take it away. They keep sending me new information but I have been receiving them as new for over 8 months. All they want is more of your money for. Nothing

Lee B Hno

Cancellation

I need to cancel because theyre charging me for something I did not order and I cannot get in touch with anybody
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Loss:
$99

Preferred solution: Full refund

Jami F Oeh

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Verified Reviewer

HELP with cancelling my free trial and or subscription please

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Original review Dec 24, 2023
Hello there, So I googled how to cancel my subscription and I followed all the steps I could but the option, under account settings, to cancel my subscription is non-existent to be honest. So I don't know how to cancel my subscription and I need your help. Can you please cancel my subscription for me? I'm a single mom with a disabled daughter and funds get very tight. Can you please cancel my subscription for me? I'd greatly appreciate it. Thank you so much. Happy holidays and God bless you and your family
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User's recommendation: Trying to cancel free trial, subscription, and membership is not easy. You'll have to contact support. It's ridiculous and quite a process. Waste of time and money. In my opinion.

Anonymous
map-marker Dallas, Texas

L am pissed off

I have talked with someone who didnt even understand my problem. She refused to believe that l had gotten my sisters results.

l explained that when l clicked on VIEW YOUR RESULTS l got a message that stated that l was not authorized to access the results. There was a picture of my sister in the upper right hand corner. l also clicked on an icon at the top and saw a notice that said YOU and Jaye Potter share DNA. Well duh, I AM JAYE POTTER, but she could not tell me who the pronoun YOU was referring to.

So, YES, l still have an issue with Ancestry because l keep hearing from them after l told the idiot l was talking to to remove me from all further contact!!! I hav shredded the card wit my number on it, so my association with them has ended on my side.

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User's recommendation: Go with a different company if your sibling has already gone with Ancestry. l would not recommend Ancestry to anyone because their customer service is the worst l have ever dealt with.

Moniqua Zkm
map-marker Council Bluffs, Iowa

Pissed off

I dont pay to simply get a phone number and wont hand my bank information out to this type of organization. What a joke!!!
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User's recommendation: RUN AWAY AS FAST AS YOU CAN

Colin H Inz

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Verified Reviewer

Unable to cancel guest accounts

Colin & Margaret Hickey Guest accounts: we no longer want these, and we are being charged; we have tried to cancel several times without success.
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Loss:
$360
Cons:
  • No support unless you want to spend more money

Preferred solution: Get them to stop charging my credit card

User's recommendation: Require a contact phone number that works or a support email that works, best bet block them at your bank

Alyiah Vqg
map-marker Little Rock, Arkansas

Account login

Sorry, the issue was not Ancestrys fault. It was strictly operator error. The issue was resolved quickly.
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User's recommendation: Ancestry.com was quick to respond.

Charlotte F Xsy

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Verified Reviewer

There is an error in your software

I have made multiple calls to customer service. Here is the story again.

I have been a customer for years email ckfoulkes@***.com. For Christmas I wanted to get my granddaughter her own account and set up remy.jeanette@***.com. Set up with her name Jax Ancelin. Used my credit card and it was declined.

Call Mastercard and no transaction was sent from Ancestry. Called customer service and found your software defaults to Name on the account and the credit card info does not request name (MAJOR DESIGN FLAW, ADD NAME TO CREDIT CARD INFO). Changed account to my name Charlotte Foulkes and card was still declined. I went to my ckfoulkes@***.com to change because discovered is correct credit card number, but my old address in Arlington, Tx not Los Angeles, Ca.

Attempted to set up new card with new address and is declined now on my account I have had for years. I expect someone from IT to call me at 817/821-**** and help resolve this issue. Cards will not work at all now, because when I submitted with Remy name, it has held on to that name or is a error message some where that has not been answered or log message that has been ignored. If you are going to have customer service, then you need an escalation procedure as your supervisors cannot contact anyone higher with an issue they cannot resolve at customer service level.

This has been reported multiple times and I have received no emails or calls.

If I do not order DNA kit by tomorrow, my Granddaughter will not receive her present before Christmas. Did not know that SCROOGE was president of Ancestry.

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Pros:
  • 2023
  • I would have given them 100 until dec 7
Cons:
  • If not handled by cust suprt cannot escalate unusual issues

Preferred solution: Call from IT and for them to correct the issue with their software.

User's recommendation: Until Dec 7, 2023 I would have recommended Ancestry, don't know now. Have been totally ignored. Customer Service was good, but they have no escalation for issue that cannot be resolved at customer service level.

Shirl Wvm

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Verified Reviewer
| map-marker Ardmore, Oklahoma

I have never used ancestry.com and you keep taking money out I’m gonna have to block you

You keep taking money and Ive never use your company at all. I need my money back. This is the fourth time you took it out.
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User's recommendation: Not to use your business