Top critical review
DO NOT TRUST THIS COMPANY-FALSE RESULTS, ONCE CORRECTED BAD CUSTOMER SVC
August 7, 2018
I purchased two kits for my parents as a gift. My mother's experience went as you would hope. My father's first sample came back as "insufficient DNA" and his second sample returned a FALSE REPORT. Please understand that for a week, my father thought that his DNA did not match the rest of his family's! Both of his parents passed away, he had no explanation and you can imagine the stress that this caused him. A week later, he receives an email from 23andMe notifying him that "his results were impacted by an engineering error that had been introduced into the way we compute Ancestry Composition Report results" along with the correct results. When he emailed to express his dissatisfaction, no one from the company responded. When I contacted the company (I purchased the gift) to demand a refund for his test so that he could receive a proper gift in it's place, I first received a canned email response meant for someone who didn't like their results. When I made it clear that they had already admitted their error, I was made to jump through several hoops only to be denied a refund from a supervisor. I am so disappointed. Here was their response:
Your inquiry has been escalated to me as a supervisor. I understand that your father's results were impacted by the engineering error that had been introduced into the way we compute Ancestry Composition Report results.
We do sincerely apologize for any confusion this caused. This was a temporary engineering bug and we have taken the appropriate measures to ensure this doesn't happen again. Our Engineering Team has confirmed that the results in your account are the correct and most up to date results. I am unable to offer you a refund at this time.
The 23andMe Team