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Updated by user Feb 04, 2018

Eight weeks to do second test

Original review posted by user Jan 24, 2018

I did two tests ,one with Ancestry . Com, I got the test results back in two and a half weeks from Ancestry.

I'm going on eight weeks waiting for results from 23 . First I found out they send your kit to California and then to north Carolina this took two weeks !! Then I waited Two more weeks and E Mailed the customer support , They said the lab lost the test ? I'm now on the second test they sent me , there report web sight was saying it was being tested so I waited two more weeks and e mailed to check on it , they said they had not received it yet !

And wanted to send me a new kit ! The e mails I received back I believe was a computer , because they never answered any of my questions . Its going on over eight weeks and still no results ! I cant tell you how frustraiting this has been .

The news is reporting that there is a twenty five % difference between all of the companies . I also found out none of them share any results with each other , so don't expect to find out any thing if someone went through another company than you did !

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

23andMe Cons: Sucks, Confusing website.

Location: 899 W Evelyn Ave, Mountain View, CA 94041, USA

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Guest

Another problem from here in Tempe, AZ. Registered, followed the directions, mailed the tube in the "official" package.

Just got an email that "they" received the package but since "I hadn't registered" they couldn't proceed. Huh? After almost an hour on phone for customer service in The Phillipines I was transferred to their headquarters in Mountain View. After holding for another 15 minutes I just had to release myself from this craziness.

My kit was a gift from my son which I thought was so loving and cool.

But providing the tube of saliva was taxing enough. Friends have used competitive services with much faster and more efficient results.

Guest

I'm having a similar experience. First kit I sent was never received.

Inexplicably 'lost in the mail' I guess...even though I've never ever had anything lost in the mail and this is a big company that gets probably hundreds of kits a day. So after 8 weeks, they sent me another kit. Post office tracking shows 23&Me received the kit January 23, but the company doesn't admit they received it until February 3rd. Now it's been stuck in the 'DNA Extraction' phase for almost 4 weeks.

All of this...and reading other complaints...make me question my results if it is a company that can't do business properly.

I'm going to try another company as well and we'll see how they compare. 23&Me has done a bad job at convincing customers they know what they are doing.

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