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Business Profile

DNA Testing

23andme

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Complaints

Customer Complaints Summary

  • 379 total complaints in the last 3 years.
  • 140 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/25/2025

    Type:Product Issues
    Status:
    Unanswered
    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 a 23 And Me ancestryDNA kit for $99 on 23 And Me, and I received the kit May 7th. There is this thing called a spit timeline where you can track your DNA to see when you can get your results. And it arrived at the 23 and me lab on May 13th. 23 And Me stated that the results are supposed to take for to six weeks to get your results, but they kept pushing my results back. And on multiple occasions I brought up. Could I possibly get a refund on my DNA kit since its been a whole month and I havent gotten any results nor any updates and they keep stating that my results will come soon and theres no need of getting a refund nor a new kit. And on multiple occasions, Ive called them to see whats going on with my DNA results and every single phone call. I have with them. It seems like theyre reading off of the script because theyre saying the same exact words and sentences to me. But the bigger problem here is that I havent gotten any DNA results and when Ive tried to tell them, can I please have a refund or a new kit to redo it they wont give give me a new kit nor a refund. And 23 And Me has made me jump through obstacles, especially when I try to email them they dont answer my emails. They just ignore.

  • Initial Complaint

    Date:06/22/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 am writing to formally raise a concern regarding my ongoing difficulty in downloading my data from 23andMe. Each time I attempt to request a data download, I encounter an error message that simply states, Bad Request, and I am unable to proceed any further.I have attempted to resolve this issue through your online chat support, but unfortunately, the representative I spoke with was not able to offer a solution or timeline for when the issue might be resolved. This has been quite frustrating, especially given the lack of alternative contact methods and the importance of the data to **** am submitting this message in the hope that it will bring more attention to the issue and prompt further investigation and resolution. I would greatly appreciate it if you could escalate this matter and provide a clear update on when I can expect to successfully download my data.Thank you for your time and assistance.

  • Initial Complaint

    Date:06/16/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 had signed up for the premium membership and made sure to uncheck the auto renew box when I did. Just now I had money taken from my account as an auto renewal that I NEVER authorized - when I asked for a refund less than 5 minutes after it charged I was told by the bot that they refuse to refund any membership fees - however these fees were stolen NOT authorized and I want my money back.

  • Initial Complaint

    Date:06/13/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 previously attempted to delete my data and account but feel it may not have been completed. Please destroy my genetic sample, revoke any research consent I may have previously submitted, and delete my data and account. I would like all information/data and anything associated with me or my DNA to be deleted permanently from your site, records, and archives. It has already been proven that you have no security as our information was in a data breach in 2023. I don't feel confident that you are protecting it now and I also don't want my sample, data, or any information sold or given to any other third party.

  • Initial Complaint

    Date:06/09/2025

    Type:Product Issues
    Status:
    Unanswered
    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 cancelled my ***** me subscription back in June 2024 (last payment 6/9/24). Out of the blue, I was charged by 23and me again on 6/6/25. Since it was the weekend, I waited until Monday to call and request a refund for this fee I have not visited this site in about a year.They told me they cannot refund since I had a premium membership. Absolutely nothing has changed hands or been viewed online. They would not discuss on the phone, only send an email to notify me of their position.

  • Initial Complaint

    Date:05/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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 have been in contact with 23andme's customer service since March 25th trying to get my data officially deleted from my account. I have only one login to my account and its with my old email address (which I still have access to!)- ************************** I used this email to login into my account, the account itself verifies you by sending the email in question a security code. I type that in and I am still able to access my account naturally. I go to the part of deleting my data from my account and again its another situation where they say "check your email for confirmation to delete your data." I never receive that email to confirm I want to delete my data. I have been back and forth with 23andme and them saying my email address is not the one on file. I use my current email address to try to handle it that way (because why not at this point!) and they want me to verify back on the email that the account is on. I even went through hoops of them verifying my identity through a platform they provided me where my picture was taken, my drivers license was provided, etc. That STILL does not work so I continue to email. Then they tell me I'm on an email suppression list and if I would like to be removed from that so I can receive the email confirmation. At this point I'm like yes we are finally moving forward with an actual response here (this was back on May 22nd, only two months later). I agree, say yes and email back within a minute of their response since since they take a while to get back to you. I then get a reply "very automated" the next day saying my email address is not associated with the account and that I need to reply back with the email address that is on file. At this point I'm done trying since no one wants to help me. There is only one email address I use to login into my account, that same email address also receives emails regarding security codes in order to login into the account. Names I've been in contact with: **** Cid, and Trixia

  • Initial Complaint

    Date:05/24/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 am unable to delete my account and my personal PII

  • Initial Complaint

    Date:05/16/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered their services 1 week ago.I did not realize that the company filed for bank bankruptcy And now I don't feel safe to use them. I kindly ask for a refund because I don't feel safe doing it now and they told me no..

    Business Response

    Date: 06/05/2025

    Hello,

    We offer refunds within 24 hours of your original order. Our records indicate that your kit was purchased on May 08, 2025. At this time your order does not qualify for a refund. Please see our full refund policy at the following link: ***************************************************************************

    Best,

    23andMe

  • Initial Complaint

    Date:05/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 canceled this last year. They said it was canceled I believe I even had to dispute it with my bank. They are still billing me on some membership. I never use this I used it once three or more years ago. And canceled through ***** when I deleted the app. They trying to keep the members ship money for this current bill and say the zero refund policy. They said its canceled now but they said it before. I want the membership money from this current charge. This is a scam. They bill once a year and say I never canceled

  • Initial Complaint

    Date:04/30/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Trying to delete my data from the 23andme website. When I select the option, I'm given the message that I will receive an email to confirm the request. However, I have not received the email after making the request 3 times. I have emailed 23andme continuously for the past month, 4 times, and still have not received a response or confirmation to delete my data.

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