23andMe Reviews

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New Reviewer

Resolved: Ignored for two weeks with no response!!!!

Update by user May 03, 2020

They refunded my money.

Original review posted by user Apr 03, 2020
I paid for two DNA Tests with 23AndMe, one for myself, and one for my Husband, and while 23AndMe were very quick to get my DNA results to me, I am upset with them in regards to their poor customer service after receiving my results. My Family Tree Beta in the 23AndMe app never worked correctly. I couldn't add more than one spouse for anyone, I couldn't add certain data, or delete extra generations on a tree. I could only add name, birth date and death date. My Husbands Family Tree Beta worked beautifully, but it irritated me that mine wasn't working properly, so couldn't find a number for customer service, so I did the email option requesting assistance, but I never got a reply back, so I decided to rest my Family Tree Beta, which according to their system would only take 5 or 10 minutes to reload. Well, My tree wouldn't reload and totally crashed. so I emailed, and did the live chat, which are the only options available, and was lied to over and over again, saying someone would get back to me, or it would be corrected, but it's been over two weeks and no one has called me back. I had been cut off on chat, sent canned email responses, and even had one person on their chat go as far as to make me prove I was getting an error message, so I did a cut and paste of the error message into the chat box, but I didn't hear from anyone again. I called today, Friday April 3rd,2020 and I got a very nice lady named Margaret, who said she would escalate the issue. I know the whole COVID-19 thing is going on, but they must have employees who can totally do customer service from home. It wouldn't be that hard. Anyway Margaret was very polite and promised to assist me, and was the only person to actually give me her name, and show some accountability. I'm not mad at Margaret, but I am mad at 23andMe, because they were sure quick to take my money, and for the DNA results, but as far as their customer service (other than Margaret), and interfacing with their customers, They stink!!! And if it wasn't for Margaret, they wouldn't have even gotten a 1 star in Customer service, and reliability.
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Resolved
ID
#1852598 Review #1852598 is a subjective opinion of poster.
Service
23Andme Customer Care
Pros
  • Great website
Preferred solution
Deliver product or service ordered
New Reviewer

I mailed my kit two weeks ago. Showing your still waiting for it.

Its been two weeks since I sent my kit. Web site states you have not received it yet. Still waiting. I thought the problem was with USPS but Im beginning to think it maybe 23 and Me

User's recommendation: Find another company.

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ID
#3255948 Review #3255948 is a subjective opinion of poster.
Location
Hummelstown, Pennsylvania
Preferred solution
Let the company propose a solution
New Reviewer

Asking more money

i signed up for 23 n me deluxe pkg (dna + health) thinking i wouldn't be nickel n dimed for more money just to get sporadic new results. the whole report that i got was not very impressive, n now they want more money to see results on other findings that they dole out a little at a time, that i should have gotten in the first place with the original cost..

User's recommendation: beware.

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ID
#3138623 Review #3138623 is a subjective opinion of poster.
Cons
  • Making you pay for more results
  • Not giving you a full report
Preferred solution
Let the company propose a solution

Poor results

The results were incorrect. My husband sent in test kit twice. Both times they could not extract DNA. No results received. Then my daughters report came back showing she is related to another family. Not true. The person they claimed was related was not related. Not only that it indicates a different father who we know was not the father. We have proof. No answers from 23andme. My family is destroyed by 23andme.

User's recommendation: Don’t use.

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ID
#3116445 Review #3116445 is a subjective opinion of poster.
Location
Waverly, Tennessee

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Double billing for "membershi" never signed for.

In November 2021 I was charged Two $29.00 charges for an annual membership I never signed up for. A call to the customer service indicated that no refund of these charges were possible. I know a scam when I see it and this is fully qualified for same. These unethical and illegal practices most me stopped. I have forwarded an email to 23&me requesting refund and cancellation of any association with this company.

User's recommendation: Do not do business with this questionable company.

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ID
#3114796 Review #3114796 is a subjective opinion of poster.
Cons
  • Customer service
  • Custumer servi and billing practicesce
Loss
$58
Preferred solution
Full refund
New Reviewer

Trying to find my relatives on my father’s family

It would be helpful if you can tell me if those cousins are related through the fathers side or mothers family

User's recommendation: Which side of the family they are related to father or mother.

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ID
#2914692 Review #2914692 is a subjective opinion of poster.
Preferred solution
Full refund
New Reviewer

Unable to sign in through my email

I am going to omit my judgment against your company. I have had this account open for several years. Debra L Walker King 119 Hannah Circle, Cedar Hill, Texas 75104 My old cell phone number was 469 765-****. The new number is 469-540-**** I have lived in Cedar Hill since 2004 at this address.

User's recommendation: Contact them to update any changes on accessing their accounts.

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ID
#2914664 Review #2914664 is a subjective opinion of poster.
Pros
  • Good results
  • Genetic testing
Preferred solution
To be able to access my account

FURIOUS!!!! WASTE OF MONEY, TRY ANOTHER ANCESTRY COMPANY!

I spent a fortune on 2 kits that were gifts. Ancestry info was a crock, gave no breakdown of countries at all. Genetic info was ALL incorrect! There are no reviews on their website, and the person that took my call actually sounded annoyed that I was unhappy!

User's recommendation: TRY ANOTHER ANCESTRY COMPANY, DON'T USE THIS ONE!

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1 comment
#2091105

I wish I could Sue them. Ruined my life by showing my daughters as half sisters. No way in *** they are half sisters.

ID
#2853309 Review #2853309 is a subjective opinion of poster.
Location
Port Chester, New York
New Reviewer

Turn your tablets off

Turn your tablets off turn your tablets offturn your tablets off!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!@@@@@!!!!!!

User's recommendation: Turn your tablets off.

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ID
#2818049 Review #2818049 is a subjective opinion of poster.
Loss
$40
Preferred solution
Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

2 hours no food

2 hours no food hahahahagagagagagagagsgagsgwgsgwtstssgwgsgshshahahahahshsgshshsshhahhshhshahahaggahaahaha

User's recommendation: Don't ignore your customers glad you care about them yoi cunyts hahahahhagagagagaggaaggagahahhahahahahhhahahahhahahahaahahahahhahhhahahahhahahahhahahaa.

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ID
#2817984 Review #2817984 is a subjective opinion of poster.
Location
Columbia, South Carolina
Loss
$1000
Preferred solution
Full refund

HACKED EMAIL

My DNA test of a few years ago was with this 'company', and I USED to recommend it highly. Then my email address of forever was somehow hacked, stolen, hijacked, whatever. I have since gotten no mail from new found cousins, and cannot sign into my account. After contacting 23, was sent form to fill out and send a copy of my driver's license with it to them. Which I did. After SEVERAL months and SEVERAL communications with them, still no ability to sign in with different email

User's recommendation: Do not use 23&Me or Ancestry.com.

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ID
#2773202 Review #2773202 is a subjective opinion of poster.
Location
Valdosta, Georgia
New Reviewer

Trying to find out if all my information went through

I was joining 23 and me put in all the information but never received anything stating it went through
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ID
#2583426 Review #2583426 is a subjective opinion of poster.
Location
The Bronx, New York

Insufficient data, & not in a transportable format

1). Not receiving what I thought I was going to get 2). Not being able to conveniently download a precise file to forward to my Doctors.

User's recommendation: Check first to ensure thee results you are looking for are actually what you are going to receive - and are the results available in a file format to share with your Doctors.

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ID
#2484324 Review #2484324 is a subjective opinion of poster.
Location
Maynard, Massachusetts
Pros
  • Data
Cons
  • Incomplete & not transportable

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

They deleted my account when I was trying to change my email address.

I hadn't accessed 23andme for a year or so. When I tried to sign on, and change my email address, it rejected gmail as well as another email address I had. I then added an outlook account so that I could change my password. In trying to do this, all of my sign-in information was deleted by 23andme. Now they say I don't have an account with them after I paid at least $150 in sign-up fees.

User's recommendation: Buyer beware.

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ID
#2445328 Review #2445328 is a subjective opinion of poster.
Pros
  • Interesting reports
Cons
  • Confusing website
Loss
$150
Preferred solution
Deliver product or service ordered

Merger Privacy Issues

It was informative and settled quickly! Very quick wait time and response! I called regarding the Virgin merger. My wait time on the phone was less than 2 minutes. The customer service rep was knowledgeable and efficient. They do need to expand their menu options.

User's recommendation: Recommend.

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ID
#2409750 Review #2409750 is a subjective opinion of poster.
Location
Columbus, Ohio

Recalculation of family tree

I have spent about 7 hours trying to find out how to recalculate my family tree and I just can't. Any instruction found takes you to nowhere.

User's recommendation: Do not purchase the kits - simple as that.

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ID
#2284176 Review #2284176 is a subjective opinion of poster.
Location
Palm Springs, California

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