Reviews

This profile includes reviews for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ancestry.com has 9 locations, listed below.

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  Ancestry.com

  1300 W Traverse Pkwy Lehi, UT 84043-5373

  
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  Ancestry.com

  PO Box 7865 Fremont, CA 94537-7865

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  Ancestry.com

  5700 Yonge Street, Suite 200 Toronto, ON M2M 4K2

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  Ancestry.com

  24 Mercer Street Toronto, ON M5V 1H3

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  Ancestry

  153 Townsend St. San Francisco, CA 94107

Review Details

• Review fromTamara R

  Date: 12/20/2022

  1 star
  Horrible customer service. I ordered 4 kits easy enough from their website. Ordered early to give as Christmas gifts. Package delivered on 12/14 only had 1 test kit. I assume more were coming. You can't get to anyone to chat directly online to ask questions. They also provide no tracking details. Finally had to ****** their phone number to speak with someone. I was told they needed to cancel the 1 kit that I had and put in a whole new order for the 4 again. Then I'm told another **** days. I was told they were following the same shipping method of the original order. I said I wanted it expedited and I was told I would be charged $24 per kit for expedited shipping. This was their error and they offered no remedy to make sure that I get the kits in time for Christmas. I was put on hold several times with the customer support person repeating the same script. I asked to talk to a supervisor or I asked how or who do I speak to to rectify an issue. I was told that their was no email to send complaints or resolve issues. I said forget it just cancel the whole order at which point I was put on hold again and then told it was too late to cancel my re-order (This all happened on 1 phone call) I would have to wait to receive the kits then mail it back with a $15 per kit fee (Because it was too late to cancel??) The customer support person was getting pretty rude at the end and I ended up having to hang up the phone. WHAT a scam of a company. I would NEVER recommend using this company or their services. EVER!

• Review fromTim B

  Date: 12/15/2022

  1 star
  I have spent several hours talking with 4 different customer service people with horrible results. My problem is a software proplem that started recently and the customer service people's answer was for me to spend over twice as much time to complete a task. I asked to speak to 2nd level support or a supervisor and I was told I would get a call back from them. That never happened. I was given an email address as a way to communicate and it was non-working. Unnaceptable from a service that I pay good money for.

• Review fromNora M

  Date: 12/08/2022

  1 star
  This is BS. They keep wanting money. Will match you with some relatives. Most people in **** are European. Dont waste your time or money. Dont waste your spit.

• Review fromSarah B

  Date: 12/07/2022

  1 star
  And unless you want to wait 30 years for your results….So I sent my package out a couple weeks ago, it potentially got lost in the mail. Put in a claim at USPS. Waited a while to get a hold of their reps. Then when I finally did Ancestry told me I had to wait 20 days after I sent it out to get a product replacement. I told them I had all the documentation about it not showing up and possibly being lost. They kept saying wait 20 days. So I gave up and deleted my account, taking my business elsewhere. But then it reappeared and I tried to reactivate my account. But it wouldn’t let me and again it took a while to get ahold of customer service and they couldn’t bypass and reactivate the old account. How can Ancestry not reactivate their product? They did say they would send a replacement, so then you have to wait for a replacement, spit in the tub, send it out again hoping it doesn’t magically get lost, and then wait more time for you results. Thankfully Amazon was able to refund my money since my old kit was inactive. Take your money elsewhere…

• Review fromMelynda J

  Date: 12/03/2022

  1 star
  In the beginning I was excited to find out what I was made of (DNA). Sadly I was surprised with an 80 dollar bill for something I never signed up for. **************** was like chatting with a bot. Terms and policies. I requested a refund. Told me read policies and have a great day.

• Review fromAzalea H

  Date: 11/30/2022

  1 star
  Ancestry.com refuses to refund my payment. I signed up for the kits and a low cost membership at *****. I expected to be notified of a renewal before the charge. I was not. Instead they repeatedly attempted to take the money from my cash app account. It was $79.99 when they attempted that charge. It never went thru, so I assumed the account was canceled. Today I woke up to $119 payment taken from my bank account, thru PayPal. I never Authorized any payment to be taken from my personal bank account and again was not notified that any payment would be taken for that amount. I went the page and canceled the membership. I also revoked any authorizations from PayPal. I requested a refund due to not authorizing the payment from my bank, not being notified of a payment, and it causing me a financial hardship by overdrafting my account. Instead they told me I canceled one day too late, and with an apology said they were sorry but they can't refund due to their terms and hope I come back. I see they have made several exceptions and refunds but won't help me. I won't ever use their service again if they can't understand that just taking money without notification or taking money from accounts they are not authorized to take money from is not okay.

• Review fromJosh J

  Date: 11/28/2022

  1 star
  I paid for their pricey DNA test to help determine my Native ****************. And they completely white washed my results. I came to learn that if you have ancestors from Europe they automatically state youre 1% Jewish or if you have ancestors from Asia they claim youre 1% Native American. Both false. They focused on my ************* and didnt bother to disclose my Native ************** Even know my mother is clearly Sioux. I conclude based on my personal results that the tests is not as accurate as they claim and it is a misleading scam.

• Review fromAnatol R

  Date: 11/20/2022

  1 star
  Canceled my auto-pay in ******* 2022, but they kept charging me. Noticed that in October and canceled again and been charged again in November. Called to asked for refund and been told no refund, compony policy . Disputing charges with credit card company. What a scam!!!

• Review fromSherry H

  Date: 11/11/2022

  1 star
  I agree with the rest of the reviews. As soon as I cancelled, my credit card was immediately charged $25 and I mean immediately. I get alerts whenever my cards are used and there was Ancestry.com stealing money. I tried getting it resolved but the representative wanted to send me somewhere else. He could not find me in his system, but Ancestry found a way into my credit card account. What a sham!!!! No star would be selected if I had my choice.

• Review fromJulia L

  Date: 10/24/2022

  1 star
  Ancestry requires customers to agree to auto-pay. This used to be fine with me. I loved the site. $80 for 6 months seemed reasonable. For years, my bank account was billed $80 twice a year like clockwork. I trusted them. Today I checked my bank account and found ancestry had taken out $247.52. At first I thought it was a mistake. I waited over 2 hours to chat with a live person, but none ever showed up. While i waited, i found a note about the price increase in my spam folder, plus other sources which confirmed this 200% was real. Why was active customer confirmation not required on such a dramatic price increase? Why was this legal? I would have been a lifelong customer.