23andMe Reviews 57

The parcel was delivered to them 2 weeks ago but they couldn't be bothered to scan it. Customer service ignores me

Scam, avoid. Over 2 months so far and I’m still told my kit is transit. To where, Mars?

Customer support are zero help. They refuse to refund or replace a new kit, despite admitting they have no idea where my sample is and for the last 2 months just send generic emails saying “bare with us”.

So telling that this company has their comments section turned off in their social media.

Just use my heritage instead. I hear good things and at half the price of these pirates.

Accurate and I was able to track some of relatives many generations back.

Appalling, disgraceful company.no way to cancel. Ignored about 50 messages then took £23 out of the refund. Livid!!

Used to be good but my latest sample has taken more than two months. Customer service just gives generic copy and past responses. Shocking and would not advice using.

OMG the shipping charges are astronomical. Went through the whole order process and then seen the shipping charges and cancelled the order.

I’m going to buck the trend of slaughtering 23andMe a bit. It does take a long time to get results and it feels very frustrating. The kit seems to come to the UK from Belgium (I think) and once you do the spit thing you send it off to a UK address where I assume they wait to collect a few samples that are then sent to the USA for processing. You do get a tracking number and I could see my test was held up in customs in the states. I did get responses from 23andMe when I questioned this, so there is some customer service happening.

Eventually the sample (ancestry and health) was processed and results were good. I knew I was a carrier of a CF gene and the test picked this up. Also picked up a genetic marker for Coeliac which I also knew should be there. The ancestry stuff is interesting but I’m not expecting too many dna relatives to be found as I think other ancestry services are more popular in UK and these will obviously not be shared. I was more interested in the health stuff to be honest.

I will be keeping an eye on the rolling charges however.

Overall I’m happy with the results.

I was gifted this for Christmas and chose to continue membership at £19 for the year, with the promise of 'continuous new health updates and data'. There couldn't have been more than three health updates. Then one day, I see £59 has been taken from my account as an auto-renewed subscription! I contacted 23&me as soon as I saw this (less than a week after the money left my account), asking for them to refund this. I explained that I was not aware it was to automatically renew and that I can't afford the £59 - never mind the fact that it's a waste of money as it barely offers anything extra to the initial downloadable report. After several emails, all of which seemed 'copy and paste' responses, they still refused to refund the money, telling me I should've checked my junk mail. I know this wasn't an issue with junk as I received there other periodic emails with no problem. They offered no solution, and just sent a link to their refund policy. ABSOLUTELY APPALLING SERVICE AND A COMPLETE RIP OFF.

Bunch of crooks - hiked the price 3 fold and refused refund. Pushing their services down your throat - stay away

Avoid 23andMe. After numerous attempts to contact them since last November, I've received no replies and lost my money. Their customer service is non-existent. Highly disappointing and unacceptable.

It was something for a bit of fun, but it didn’t help at all with my family research. Even when I paid for a subscription, that didn’t help either. They also give you limited DNA matches, even if you pay for it. I think it’s only worth it if you’re trying to find long lost families, like missing siblings or working out who your dad is.

2 months after purchasing I still don’t have my results. The customer support is ignoring my emails.

Avoid this company!! After paying £150 for the full service I am unable to access my raw data which is the reason I chose this company in the first place. Despite many emails to customer services my data is still only accessible by them and not me, it's been 3 months yet the information is still blocked.
Had I looked at trust pilot prior to ordering I would NOT have chosen this company and advise anyone in the UK wanting to use a dna service to choose very carefully! I feel totally scammed...

I received an email asking me to review my results having sent my test off. Grea! But I then had to go through a relentless set of questions designed to confuse and baffle customers into giving up any rights over their personal data. You are then forced to register a payment method for a subscription I would not be purchasing, all just to see my results. At the end of this ordeal, the web site crashes and says I cannot continue. When I am finally able to sign in, it says I need to post my kit and that they are yet to receive it? I had already sent it weeks before, why then send me an email inviting me to review results? The Email was just a means of luring customers into giving away data and signing up to a subscription that no doubt most forget about and end up paying for at some point in the future. I have sent two messages to 23andme so called customer service but have not received any acknowledgment or reply. I am still waiting for my results or update nearly 4 weeks later. Here are 23 reasons not use this company:
1. no customer service
2. no communication
3. company clearly does not care
4. better companies available
5. taking longer than advertised
6. Other Trust pilot reviews!! look at the awful score
7. price
8. not value for money
9. misleading
10. small print
11. poor website
12. company ignores customers
13. company does not learn by mistakes
14. not governed by UK Law?
15. speed of service
16. did I mention they don't reply!
17. they don't seem to care
18. instructions on kit not clear
19. poor quality of collection kit
20. taking so long
21. the problems seem consistent reading the review
22. processed outside of the uk
23. still waiting!

DONT BUY FROM 23and ME. They lose your data and they dont care.

DIRE 'customer service'!

They've completely ignored my repeated requests to STOP all processing of my sample, following the recent data breaches. Refund being sought...

AVOID! AVOID! AVOID!

If you want to know how well any company is, go to the end and work back.
The end is usually something’s gone wrong, so start by trying to contact them.
Well let me save you the time; DON’T bother, because you will not get a reply.
My kit never arrived and I’m trying to get a £182 refund.

don't waste you money and time. Very disappointed in the whole experience. Think they just want your dna possibly for other purposes.

Terrible customer service. sample wasn't able to be delivered and they refused to help me. stick with ancestry

Having the exact same issue as the other reviewers. My parcel has now been in US customers for more than 2 weeks and there is no update on it. Do NOT waste your money on this.