Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

DNA Testing

23andme

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Reviews

Customer Review Ratings

1.06/5 stars

Average of 50 Customer Reviews

Want to share your experience?

Leave a Review

Review Details

  • Review fromMarcua H

    Date: 10/16/2024

    1 star
    I received a defective product. I contacted the company. The representative was either language compromised or incapable of understanding the issue. He replied with accusatory and informational wrong emails. He offered a refund and then rescinded the offer. I feel the company is harassing me. I returned the item via ******, as directed. I have not seen a response from them. Consumers beware the customer service.
  • Review fromMaria R.

    Date: 09/24/2024

    1 star
    Worst customer service ever! No one calls back only computer chats with make believe humans - the phone number to call only has 3 options to choice - GOOD LUCK with that number ! Only so called emails - string you on ! On a resolution- regrets buying their kit and bought another for a family member! ******** customer service
  • Review fromTheresa Y

    Date: 09/06/2024

    1 star
    Requested a refund after numerous failures to deliver results. **************** is the worst, and always refer you to their experts: who when they do finally contact you are zero help. Replys are copied pasted responses and offer zero help. Was asked numerous times on live chat to sign in and then got magically signed out from the chat and a new customer service ********** full price for a box full of lies, incompetence and failure at every level. I demand a refund!
  • Review fromCarolyn D

    Date: 08/28/2024

    1 star
    Sent my sample in and was told that I would have results by 8/13/24. On 8/13 I was told that my sample had been flagged for further testing. That same day I received an email saying test would take an extra 1-3 days. Its been ***************************************************************************************************************************************************** I requested a refund and was denied. Now when I call they ask me to hold on and then they hang up on me. This happened 3 times on 8/27/24. Company refuse to give me a refund but at the same time they are not giving me my results. They wont even give me any information regarding my sample or when I will have results. When you ask for a spy they tell you that the supposed unavailable or on another call. This company collects *********** then refuses to provide results or communicate with you. When you call the corporate office no one answers no matter what time of day you call. I left numerous messages on the corporate number and no one has called me back yet. How is there no one at the corporate. This company is a SCAM.! They get peoples hopes up thinking that they will provide important DNA results when really they are nothing more than a fraud. I do t feel comfortable with a company like this having access to my DNA or anyone elses . I hope something is done about this company as it has caused me it of disappointment , sorrow and anxiety. They need to be shut down immediately as they mean no good to good to anyone. All they do is steal your DNA and steal your money. And their so called customer service is a joke. Everyone there is rude and they say they exact same thing like they are reading from a script.
  • Review fromAmanda T

    Date: 08/20/2024

    1 star
    I recently ordered a DNA test kit for myself and my partner, and we completed them at the same time. Unfortunately, our experience has been a bit frustrating. My partner received her results within the expected timeframe, but I'm still waiting on mine.When I reached out to customer service, I was informed that the tests are not processed in the order they're received, which was surprising. While I understand that there may be various reasons for this, it would have been helpful to know this upfront. The lack of transparency around the processing order has left me feeling a bit anxious about when I'll actually receive my results.Overall, while the process was straightforward and easy to follow, the inconsistency in processing times has dampened my experience. I hope the company can work on improving communication and providing more accurate expectations for their customers in the future.
  • Review fromBrandon B

    Date: 08/07/2024

    1 star
    Terrible customer service. The subscription that automatically renews is NON-REFUNDABLE. Not even if you contact them within 24 hours of the charge. To review results, requires the subscription, then if it renews, too bad. This company is a scam preying on innocent people and have no respect for retaining the customers that decide to try the service.
  • Review fromTammy G

    Date: 07/04/2024

    1 star
    Just like the below reviews state, their entire business model is about theft and zero customer service. When I first got my DNA analysis back over a year ago, they double charged me. Easy mistake right? NOPE!! NO REFUNDS FOR ANY REASON, they are about stealing any money they can get from you and then shouting NO REFUNDS. Then, as stated by other VICTIMS (not customers), they enroll you into a subscription service that you don't ask for or are not told about until you see if on your credit card. I called the **same day** and, you guessed it, NO REFUNDS!!! I'm currently fighting with my credit card company because at this point, I should have paid $39 for the analysis instead they have collect nearly $200 from me with their "we'll charge you what we want, when we want to and NO REFUNDS!!" Until someone sues them to the end of the earth, they will keep doing it. I have to imagine that the *** discovered he was descended from pirates and decided to run with it. HATE THIS COMPANY WITH EVERY FIBER OF WHO I AM.
  • Review fromKathleen W

    Date: 06/20/2024

    1 star
    My plan was to NOT renew after 2 years with no meaningful family links nor any helpful health information coming in (i.e., no continuing value). Then I noticed a $69 charge on my credit card and realized I had missed an email telling me renewal was coming up (and that the fee had gone from $29 to $69). I called the 23&Me customer support line, explained and asked to cancel (elapsed days since annual renewal about 15). Their answer was essentially, You can cancel, but there's no refund of any amount, because we got you on an auto renewal technicality. I told them to cancel immediately; I'd gotten about 15 days of "value" for the price of a full year. Hey investors, If youre doing subscriber due diligence, better check the list twice. You never know whos being naughty.
  • Review fromHayley M

    Date: 06/13/2024

    1 star
    DO NOT sign up for the premium membership! They put you on "automatic" renewal without warning, and do not send out a renewal notice either. I tried disputing the $69 price with PayPal the SAME DAY it was charged and have not used the service since then, but yet 23 and me refuses to refund me stating that their fees are "non-refundable." This is an absolute scam of a company. You cannot even get anyone on the phone about this either, because I tried. Stay far away from this trash company!!!!! 0/10 recommend. Go to ancestry instead.
  • Review fromRosemary S

    Date: 05/30/2024

    1 star
    I wrote their customer service when I found my account locked. They told me 23andme was recently hacked and they locked all accounts. They asked me to send my government ID.I know that just about everything everywhere has been hacked. Most ask you to change your password not ask for government id. My response was:Wow, my personal, government issued id? That sounds so risky. If you guys get hacked again- what is there left for me to lose? I used to say- what, more do you need from me- my blood? But you already have my DNA - then you will have my personal information?Have you thought this through? Is there a way for me to get my information deleted now that I can't access it? I no longer want my DNA with you- it is apparently easily hacked.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.