Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** *** ***** ******* ******* **** *** *** ******** The DNA 360 sample was mailed back on July 2nd. Six months later, I still have no results. I have contacted The DNA Company repeatedly via email and phone, requesting a full refund. They have basically ****** $522.10 from me. Don't trust them and do not waste your money!

• Initial Complaint

  Date:23/09/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20 I ordered a product from this company DNAging Kit. I received/registered the kit through their website on on June 24th, mailed it out next day. I did not see any tracking on the website, so I contacted the company through email July 9th. I did get email back from customer rep the next day, a couple emails back and for that week to give more information. She was checking into it with their internal team, that was July 16. I did not hear back, so I emailed again July 30th, no response, I called Aug 6 and was told by a different person it was on the supervisor desk and they would get back to me then next week. Did not hear back. Emailed again Aug 28th, again no response to that same person and tried another Chat and customer support email and several calls. I have not received any response through email or call back. I even found an old email address from the founder of the company Kashif K., as he had answered some questions for me two years ago. I emailed him Sept 6th, taking a chance he may answer, but no answer. I did get an email on July 19th , automated, stating my results were ready, but when I looked they were the same DNA 360 results from my testing last year. This year I did a different test, but no results for that one. When it comes down to it, I paid $399 and did not get the results from the testing. I have not received any emails or calls back to try to resolve the issue in any way in two months. I had faith the company would respond, claiming to have excellent customer care. That is not happening in this case, so I decided to report them. I would like my DNAging results, a retest, or my money back. If they had at least returned any of my emails or calls the past couple months I would not be so frustrated, but their has been no further contact from anyone at The DNA Company. I can provide emails if requested. Thank you!

  Customer Answer

  Date: 31/10/2024

  Well, I did finally hear from the original customer service representative just last week who I had not heard from since July.  She indicated: "Just an update. I've been chasing our Team for your DNAging test result. It is finally available. Please see attached files for your DNaging test result."  She attached two reports with results. No other information given.  The report date was from 9/1/2024, so not sure why it took another month and a half to get the report to me or why she was unable to respond at all during the past three months. I did finally get the results, but I did not find the product very informative or really very helpful or useful, like the prior DNA testing results last year. So I do not feel I got my money's worth!  However, that may be on me for believing and trusting in this company.I have not received any other emails or calls, to check on customer satisfaction to this point.  So, I guess I did get the product I paid for, but not useable, subpar compared to prior purchases.  Not sure if you find that resolved or not.  I am not happy with the outcome of this and do not feel the company has provided good customer service.Thank you for help!******** *******

• Initial Complaint

  Date:06/08/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mid April 2024 I ordered a DNA test. I supplied the necessary sample.
  End of July I got a text from the person I spoke with wanting to inform me prices for services will be going up and if I want to order aditional service I should do so now be for the price increase.
  I reply I had not gotten any results back yet. He told me to contact the company. I did July 31st. The only option to contact them is via email. August 2nd I got a reply saying my saliva sample was not useful and to send them another $100. I have been scammed. I want a full refund of the $499 I gave them.

• Initial Complaint

  Date:27/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Genomic 9 week discovery program purchased Sep 22. Not as advertised and not within timeframe. Coach left and replaced by inadequate replacement. Constant delays and failure to answer E-mails. Invoked money back guarantee 9 Jan 23 and nothing but stalling and obfuscation since. Utterly unprofessional in handling complaint, communication and record keeping. ********* **** ** ******* ***** **** **** ******* *** **** *********** **** *** ******* *** ****** **** *** ******* *** ** **** **** *** ******* **** **.

  Business Response

  Date: 10/04/2023

  We have spoken with this consumer dozens of times.  We have asked her for details in order to refund her fee.  She has refused to help in assisting us to issue said refund.  We have documentary evidence to support this and have tried to resolve this.  We cannot refund what we cannot find.  I needed the last four digits of her credit card.  She refused.  We asked for the order details.  She refused. I cannot help someone so opposed to helping herself.

  Customer Answer

  Date: 16/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have already supplied E-mail history to BBB and the DNA Company showing the detailed history of this company's refusal to honour the money back guarantee from 9 January 2023 onwards, including payment details with repeated delays and obfuscation and umpteen people involved. On 3 March I gave her the order number, the first time she asked for it, and date, but she has still not paid up. Client Care clearly knew what I was asking for a refund for and then it all stalled yet again when ***** **** got involved. I also sent a scanned copy of the order with my E-mail of 9 January.  On 3 March she wanted "background", not order details, which I refused to repeat since I had sent a detailed complaint on 3 January and this had been accepted and my decision confirrmed twice for a refund and I yet again sent a copy of the order, but kept referring to a lab kit which was not the order!
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:14/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the DNA kit on October 24th, 2022 for $300. It took about 6 weeks to receive my results back. The reason why I decided to make this investment was to find out more about my DNA, to learn more about my health and genetics. When I received the results, I could not believe how inaccurate their findings were. I did not learn anything new about myself and my test results was so inaccurate. I reached out to their customer service and asked for a refund, but they refused to, stating that once when the results are processed there are no refunds. I explained that their analysis of my "DNA" is completely wrong and that I did not receive any value for the money I spent, but they still refused to issue a refund. I feel like they are selling air, and the same results are sent to everyone. For example, the test says that I need to stop snacking, I never snack. That I don't care about having a job that requires challenge and innovation that I am happy with the status Quo. I always pursued jobs that are exciting and inspiring. The test says I am an introvert, I could not be more social. It gives me recommendations to take supplements that I have been taking for a year. The bottom line is I wasted my money and received no value.

  Business Response

  Date: 22/12/2022

  Good afternoon *******,

  We have received your complaint and have been in contact with you through our Admin and Client Care departments in efforts to resolve the matter.  While your feedback is much appreciated, we are looking for an opportunity to arrive at a reasonable outcome.  Our goal is to provide optimal service to our clients, education, and a superior product.

  The product was delivered within the timeline specified as normal.  The results, which we stand by after years of research, testing, and product development, are true and accurate.  We've made attempts to connect you to our coaching team to help you review your results and give you a better understanding of functional genomics, and your report specifically.  As you have declined our offers to receive additional support, we have noted the Refund Policy posted on our website for what you would be entitled to for reimbursement.  We have also referenced the sample report that is posted online for clients to view before making their purchase.  This ensures they are fully aware of what they receive for their investment. 

  A partial refund has been approved by our team.  As per our return policy, once a kit has been shipped, used, and processed at the lab/reports delivered, there is only the amount accounting for the report that can be reimbursed should a client be dissatisfied with the product.

  I hope we can continue our correspondences to achieve results desirable for both parties.

  Best wishes for the holidays, and I look forward to connecting.

  Sincerely,

  Office Administrator

  The DNA Company