Dnacomplete Reviews 102

Week 22 and no results…
Seriously do NOT give this company your money !!
Are they going under ? Is this a scam ??
Call your credit card company for a charge back if you placed an order !

It's been almost 9 months, and they still haven't processed my DNA. Nebula/DNAcomplete is a joke. Never get your DNA done with them

My kit was received March 17, 2025. Still no results. See my message to BBB.

Better Business Bureau:

I have reviewed the business's response to complaint ID# 23550247. However, I do not consider my complaint resolved.

While the company states my kit requires reprocessing, I have become aware of numerous identical complaints circulating on social media. These complaints detail customers receiving the exact same auto-reply and facing extended waiting periods, some dating back to December of last year. The common explanation provided is that their kits also require "reprocessing."

A six-month delay for DNA whole sequencing is excessive. Furthermore, the fact that so many customers are receiving the same response suggests a systemic issue rather than an isolated incident. It appears this business is employing delay tactics and not providing adequate recourse for its clients.

This raises the question: Isn't addressing these very issues—delay tactics and lack of customer support—a primary function of the Better Business Bureau? The consistent pattern of complaints suggests a concerning business practice.

Given the widespread nature of these issues, it does prompt the consideration of whether further collective action, such as a class action lawsuit, might be necessary to address these concerns.

It’s been more than 18 weeks and no response. This is a scam, buyer beware.

I spent almost a thousand dollars for two credits of full genetic testing. I sent the samples in a timely manner and in accordance with the instructions provided by DNA Complete. Five months later and I haven't heard anything.

Customer service is non-responsive.

Multiple issues with this company. I bought the $1000 full DNA kit. First, the kit gets lost in the mail and after weeks of correspondence, the company charges me $30 for a replacement. I received the replacement kit and sent the completed kit back and still have not received any update that it had been received at the facility. I try to log into my account and am now locked out, with a cue to log in with an "authenticator app" that It never asked me to set up for this website in the first place so I am completely locked out of my account with no option to bypass the authenticator app or set up the 2 factor authentication. Would highly recommend you steer very clear of this company.

Ordered my Test early February 2025, they received my swab on 2/27/25. I emailed them last week at the 12-week mark and this was their response. Thank you for reaching out. At this time, we do not provide ETA's or (TAT) due to the amount of quality checks throughout the sequencing process. Once our bioinformatics team, has finalized and released your report an email notification will be sent to the email address on file..
When I bought this test, it said 6 to 8 week turnaround. Now it does not show any amount of time on the website. I would never recommend this company and wish I never gave them a dime.

Week 13 and no results, was quoted 5-8 weeks when purchased. Buyer beware !

When my husband and I analyzed our family's sequencing data (partially using Nebula's tool, but also on our own as my husband is a senior computational biologist with these skills), we realized that the (expensive) sequencing data was significantly contaminated with a Strep bacterial genome, so many of the things that Nebula was classifying as potentially "pathogenic" mutations in our daughter were actually not even human DNA!! They haven't responded to any of my reach-outs, but this is a really horrible look for a company whose core competency should be the ability to accurately sequence human DNA and screen out obvious contamination. And extremely frustrating and stressful for parents that paid a ton of money in hopes of looking for (accurate) answers in their kids' DNA. I'd avoid DNA Complete (Nebula's new name) and look for other providers.

Never received any results even after 18 weeks, despite the 12 weeks timeframe advertised when I bought my kit

UPDATE: 30 weeks now and no results or meaningful updates from them. Convinced they are fraudulent.

I have bought the full DNA research and patiently waited for 15 weeks(!) to get my results back. Not only did they not come back but also upon contacting the support they told me they had an issue and they had to restart the process. I have requested the final date of results and they just told me that they can't provide it. A this point, it is either a scam or a company that doesn't value their customers.

DNA Complete (formerly Nebula Genomics) is a company to avoid at all costs. I purchased their "upload your DNA" service specifically to access over 300 trait and risk reports, similar to what other companies offer. Initially, this was valuable—until they transitioned to DNA Complete and removed nearly half of the reports I had already paid for. Only after the fact did they inform me that these reports were now reserved for higher-tier customers and that they were in a "transition period." At no point before my purchase did they disclose this.

When I reached out to customer support, they refused to issue a refund for the diminished service and repeatedly tried to upsell me on other products rather than addressing my actual concern. Only after I pressed them multiple times and made my request unmistakably clear did they finally attempt to help—though without offering a real solution. This is a blatant bait-and-switch—they changed the product after purchase, stripped away features, and left paying customers with far less than what they were originally promised. They had every opportunity to be transparent before I paid, but they chose not to be.

A company that removes core features after purchase without prior notice and then refuses to compensate affected customers is not one to be trusted. Save your money and go with a company that values honesty, transparency, and customer satisfaction.

In the end, after a few back n forth emails explaining my concerns they refused to give me a refund. Ive already convinced a few other friends to stear clear and glad they will be better off elsewhere.

This company is managed by the same people as Nebula Genomics (nebula.org). Be aware and think twice before using their service, read the reviews for "Nebula Genomics" here on Trustpilot.

They don't care about clients only about your money. They sold a lifetime subscription with a promise of lifetime access to data, reports, and analytics. At the beginning of 2025 without any direct customer notification (at least through email) they decided to close "Nebula Genomics" and delete all the user data. After many people complained they changed their tactics, removed the "shutting down" notification on the website, and changed their Terms of Use:

"Active subscribers will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome. However, access to Genome Analysis and the Genome Browser will no longer be available. We will continue to securely store your genomic data, and you may download your VCF file through the portal. If you wish to obtain your CRAM or FASTQ file, you will need to submit a request to Nebula customer service. If your request is approved, a data transfer fee will apply. We reserve the right to discontinue storing these files at any time."