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Business Profile

DNA Testing

23andme

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Reviews

Customer Review Ratings

1.06

Average of 50 Customer Reviews

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Review Details

  • Inez J

    Date: 05/07/2024

    I think this company in responding to customers. I escalated several calls to the escalation **** regarding changing my results. I was provided INC#s and advised the escalation team would contact me. This has been over a month of escalations and still no resolve. I took the test as well as my first cousin. My cousin showed on my result as a 1st cousin but on his results I am identified as his half sister. Based on the percentage of DNA we share we meet the criteria of being half siblings. We are just trying to have both reports reflect the same result. We cant seem to speak with a rep of the escalation **** and the customer service **** continuously forwards the complaint and provides an escalation number but they never call you back. This company is horrible. Go somewhere else for DNA if you want correct results and good customer service.

  • LEANNE V

    Date: 04/29/2024

    Membership scam. Charges you for a membership that is non refundable with no warning e-mail.I found out about this charge when PayPal notified me of it. I searched both spam and regular email inboxes and NO renewal notice. In addition finding a cancellation path on website was extremely difficult.

  • Carolyn W

    Date: 04/24/2024

    I was very disappointed with the professionalism of this company. Right from the start they claimed they never received my sample (I had to submit a copy of my postal receipt, etc.) and it only went downhill from there. Don't bother, there are plenty of other companies to choose from.

  • Laura A

    Date: 04/23/2024

    I have been unable to access the functions on their app and website. It keeps prompting me to buy a kit or register a kit. I already had the results. Initially, I was able to access my results but, no longer. Their customer support is non existent. Thinking there is a bit of a scam going on with 23andme. My advice; ********************* on this disservice.

  • Nina G

    Date: 04/19/2024

    I am very disappointed with this company. In December 2023, my fathers account, which I have managed since 2012, was blocked. Since he passed away, 23andme asked me for a long list of documents to prove that I could legally operate it. I provided everything they asked for and still no solution as of April 2024, I still don't have access. It takes them several weeks each time they respond. I feel like they are punishing their old loyal customer for their own mistakes regarding data security and data breaches.

  • Daisy B

    Date: 03/07/2024

    I simply don't understand why they make you give a star in order to give a review. How about a angry face or any emoji that depic how I really feel. How most people feel when they leave a bad review.This company charge me 69 dollars for a membership renewal that I never accepted. I never ever sign for renewal even when they are free because nothing is ever free. That beeb said they refuse to give me my money back, so beware. Use Ancestry DNA they have more honest practice than 23 and me. BE AWARE

  • Lauren M

    Date: 02/26/2024

    This company *****. Their customer service is horrible and not helpful whatsoever. The hold times are completely inaccurate and the callback option isn't even really an option. They've blocked access to raw data which is the entire reason I wanted to use this company to begin with. When I called to see how I can access it they told me that it would he available by the end of the week. The end of the week rolled around and it still wasn't accessible. I called back and they told me it would be pushed back to this week. The lady gave me a hard time when I asked to speak with a supervisor or manager stating they would just tell me the same thing. Steer far away and clear of this company!!!

  • Gerald H

    Date: 02/13/2024

    I originally bought 23andme a few years back. When I purchased 23andme it was a set price. Now they are trying to charge me a yearly subscription. And they will not let me access my account. This is totally unethical. A scam company that I now regret even giving my DNA to. Buyer beware do not do it!!

  • Ally D

    Date: 02/11/2024

    When 23andme got hacked they forced you to change your password, which is great. I went to change my password which then took me to sending an e-mail verification link, after clicking on the e-mail verification link it brought me to a page that says it sent my phone a 2FA push to an authenticator app. I never set-up an authenticator app with 23andme and furthermore looking on all authenticator apps on my phone nothing has showed up at all on ******* Authy, Duo, or ********** I first e-mailed back in November 2023 to ask for help, I didn't get any response. I called in December 2023 to be told that I would get an e-mail in 2 weeks. I got an e-mail in 3 weeks, which said I should click that I don't have access to the authenticator app which wasn't even an option which I responded and told them. After another two weeks I got a response back in January **** telling me to fill out a form that stated I gave 23andme my legal permission to turn off 2FA. I immediately returned the form, 2 days later I got a response requesting the form be in wet signature. I sent the form back in west signature on January 19th ****. Since then (about a month ago), I have sent an e-mail every 4 days asking for them to disable 2FA so I can access my account. I have gotten no response from 23andme for 4 weeks over about 12 e-mails to their support team. When calling they state that this can only be resolved over e-mail. I'm not sure what more I can do, I've tried using other e-mails, calling multiple times, LinkedIn messaging just so I can get access to my account. It makes me nervous that a company with such important data has such little value for their customer. I'm 3 months in to trying to get access to my account and I haven't been able to get any help at all from their team. In the meantime they have continued to charge my card and refused to stop charges until I get access to my account. This certainly feels against their agreement.

  • James H

    Date: 02/09/2024

    I have been trying to get into my account for months. they tell me I have to change my password and when I try they never send back an e-mail to reset it. I talked to someone at their company and they said they would get back to me in a week, it has been over a month. I think the BBB should warn people this company turned into a scam because they are still advertising.

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