23andMe Reviews

This company does not offer refunds. Not understanding and flexible at all. I had canceled the membership when I received my results so that I wouldn't be charged the recurring membership fee. It apparently did not get submitted because I was just charged another annual membership fee, not cheap I might add. I told the customer service what happened that there was a technical issue on their end that my cancellation wasn't received and requested a refund. I asked twice and they refused. Probably the only way they aren't filing for bankruptcy again, stealing people's money. Beware.

I feel scammed. We got ours from the FSA shop that we pay into. I was always told 23 and me was for ancestry and I thought that's what we were getting. Waited a couple weeks, and it's just a health thing that tells us nothing honestly. I have a doctor for health. All we really wanted was to know our ancestry background but got scammed $600 for 4 kits. Absolute BS.

Extremely long wait times for results. Customer service is poor and can’t answer any questions about anything. No one can tell you an approximate date or anything concerning results.

Scam. Scam. Scam. Be careful. Don’t purchase any membership.

Purchased the 23 and me plus health. Results came fairly quick except it wouldn't let me see the health results without a membership. I purchased it for a discounted price of 39.99$ then the test only showed me 2 results of the 40 health results. It said if I wanted to see more then I needed to get the PREMIUM membership at 399.99$!!!! Complete SCAM of a company. The test kit itself cost $199.99 So basically $240 was paid out with limited info back to me. I tried to get a refund on the $39.99 but they said no- COMPLETE SCAM!!! Waste of money.

I used 23andMe about five years ago and was surprised to find out that may family, which I had thought was Italian, was actually Slovenian. I discovered that the majority of Italians with my last name lived close to the Slovenian border in Trieste and that, According to Wikipedia, yup, Slovenia was the home of my ancestors. To humor my sister I had it done again and Slovenia was completely off the list. I look enough like my father to know that I'm his son or, at worst, an uncle's. What a ripoff.

I think it’s a biggest scam ever. Don’t buy it, I have bought the kit 2 months ago, sent it and there’s no single update. Called them many times, keep saying there will be updates soon. Trust that they are stealing your money.

Terrible company! I ordered, received and returned my dna kit in 2018. Then received results! Met many dna cousins online and have many on FB. Last December 2025, suddenly they deleted not only my matches but my dna sample seemed to be gone. Emails, texts and calls have done nothing! I filed a report on the BBB, along with many others, and found this company has an F rating. No wonder! All they do is send my emails to order a new kit as if I never had one!

After researching on Ancestry.com for 2 years and knowing relationships through actual lineage, we did a 23andMe to see if we could find more info. They mixed up the information, having the paternal and maternal grandparents paired as both men and both women - obviously mixed up solutions in the lab! I cannot find a phone number or email for customer service. No wonder they were in Chapter 11. Use Ancestry.com instead.

I sadly only give it a 2 star rating because I still have not received my results and customer service is not helpful at all.

The ad said results in 4-6 weeks. It has been 8 weeks now and the lab just stated there will be another delay up to 4 more weeks. For $99 you would think they could get a result faster back to the customer. A doctor's office takes about three days for lab results and that is slow. Customer service is a bot and a generated response. The chat with a live person just gives the same response. Not ready yet. I regret using them and and hoping that someday this year I might get my results in or will be looking to refund full amount.

Purchased for my husband a year ago and he got his results quickly. This year he purchased a kit for me for Christmas. My sample has been at the lab for 8 weeks now and still no results. I’ve received zero communication or updates and no help from customer service.

So needless to say we all know that 23andMe filed for bankruptcy, and there was talked at another company would be purchasing them. Once they started having major difficulties my daughter and I both deleted our accounts. However the both of us continuously get emails from this company asking me to log in and finish updating information asking me to do this asking me to do that which is odd because hello supposedly it's a non-functioning company.

I bought a kit for my husband for Christmas 2024. He did not send it off right away, but finally in late January 2026. We have no results. We tried to follow up and get a message that we must send money for a 2026 subscription. I understood that you got a year when you sign up. They won’t let us in to the account unless we pay this fee. It looks like they are holding the DNA results hostage. We did not buy full testing, only DNA. We tested a few years ago with Ancestry and they were terrific in sending results. We are very disappointed in what appears to be a scam. Buyer beware.

Worst decision ever. I submitted my DNA the same time as my husband's DNA and they have yet to give me any results. My husband has had his results for over a month. I chatted with them online. They refuse to refund me. SCAM!!!

Customer service is very frustrating. I have no access to the old email I signed up with many years ago. I have sent three emails explaining to them that I cannot log in anymore due to them emails being deactivated by Gmail. And they just keep saying the same thing. So I guess I can never log back into my account because I don't have my old email address. I gave them the names of all the people and accounts I opened up years ago. Just my family and minor children. Ridiculous because they just can't help you if you don't have your old email address.

My experience with 23andMe has been extremely frustrating due to misleading turnaround times and poor customer service. My DNA sample has been in their lab for over six weeks, despite 23andMe stating on their website that once a sample reaches the lab, results are typically processed within a few weeks. After exceeding that timeframe, I contacted customer service for clarification.

I ordered a kit for myself and received it the beginning of January. I needed a new box to ship my sample because the original box was damaged. No big deal, they said they'd send a replacement kit. I waited 3 weeks, followed up, never received the replacement kit. A couple weeks later, I received a couple of emails about my sample and how they could not process it. Weird, considering I NEVER SENT A SAMPLE. The replacement kit was sent to some random address in my town, not anywhere near my address. I ordered ANOTHER replacement kit. It was scheduled to be delivered on February 17th. Somehow, they botched my address yet again so it's being returned to sender. I tried getting a refund but I'm passed the 30 day window. I've wasted $100+ on this kit. I've confirmed my correct address several times with customer support as well as within the app.

Utter garbage. They’ve been processing my sample for 6 weeks now. It apparently failed the genotyping stage but they neglected to tell me or make any mention of it. I get that the holidays are busy but hire more people! This happens every year at the same time each year, you can’t plan? 6 weeks in I receive a second email saying “we’re extracting your DNA”, but my sample status still says genotyping. This is absurd. Do better. Customer service is all bots and will not answer your questions.

I joined/bought somewhere 5-10 years ago. Now they want more money for "By purchasing our most up-to-date Health + Ancestry Service, you’ll receive:" I've submitted 99% more answers than the rest of the customers. $79 for the upgrade. Why? Add receipt for "Verified Buyer". They have my DNA how much more do they need for Proof of purchase? If I can I'm going to remove all of my answers.

Ordered this for my grandma as a birthday gift since she's into genetics. Not only do they offer you the bare minimum data for $100, they constantly try to pressure you on the site for any actual detailed or relevant information. If this were $20 it'd still be of questionable value. At least it only took about a month to get the results back.

Randomly got charged for 70 dollars. Customer support was unhelpful and rude. Would not issue a refund despite not telling me what the charge was for, and I'm not using it. This is a terrible company. They are filling for Chapter 11 bankruptcy and trying to squeeze every last drop they can out of their existing customers and not letting it go.

We signed my daughter up years ago for this service and for the most part enjoyed it. Now, we want to have her data deleted from the company and they're making it very difficult. I'm fully logged into my account, for my daughter, but get locked out when trying to request deletion of the data. When I contact support, they want me to send in the following info to proceed. My driver's license, my child's birth certificate. Neither were needed to create the account and why would I want to send highly sensitive data to them when I'm trying to delete all data? So now I'm stuck. Send them highly sensitive data to have data deleted (and hope this data is removed too) or not send the info and have the data sit there.

I’m posting this to warn others, not to get help. I used 23andMe’s DNA test and set up profiles for my family. Due to a small issue in one profile (a birthdate typo), they’ve now locked me out of my child’s DNA data unless I upload a government-issued ID — for a minor. This is after 23andMe was already hacked and millions of genetic profiles were compromised. Now they want more sensitive documents — no alternatives, no flexibility, and no response when concerns are raised. This isn’t just bad service. It’s a serious privacy failure. People are trusting this company with DNA and getting punished with more exposure if anything goes wrong. You should know this before you buy. Once you give them your data, they can hold it hostage behind more ID checks — with no way to get it back.

23 and Me won't take my data down from their site. Even though I gave them the order number, the date I purchased it and the amount that I spent on it. It should be my right to not have my data up there if I changed my mind and I don't want it up on the internet, anymore.

I spent $99 for basically nothing. The email with my "results" came and was accidentally deleted. I called to have them resend the email and they told me they couldn't do that. I had to log in and scroll and search and it was a nightmare. I finally gave up and accepted the fact that I spent $99 for nothing. BEWARE - it's a money grab in my opinion.

I would not recommend. My sign in stop working. I called the company; they keep telling me they have specialist working on it and they will get back to me. But, of course no one does. I've been trying to log into my account for over a year calling them over and over again. Therefore, I do not recommend.

Terrible! Interesting that I received no email reminding me of my subscription renewal but they jumped immediately and charged my card. Also did not receive any emails from them regarding my renewal and the charge.

Review part 1: sent the kit into 23andMe two weeks ago and immediately began receiving emails that I needed to provide a credit card in order to activate my account and view my results. Since I already paid for the kit which included one year membership I didn’t want to give them any additional payment information. Finally found an phone number for 23andMe: 1 (800) 309-8081 and was directed to a foreign call center. They try to force you into signing up for continued membership before even getting your results. Most people are not as stubborn as I am and are going to fall for this scam. They can activate your account without giving additional payment information.

Horrible. I paid $230 for genetic ancestry and health and they won't let me access my own information that been paid for. I have bought kits for my family that's worthless now unless I pay them a yearly subscription fee after they got hacked and leaked millions of user names, dna results, addresses and everything else they have on us. This company is horrible. Stay away!!!

I would give no stars if possible. I was billed $69 because I canceled one day after the renewal which I only noticed because I saw the charge on my credit card. The agreement stated that they would send a renewal notice prior to billing, and they never did. They stated that they send a notice 15 days prior, but I received nothing and there was nothing in my 23&Me mailbox. There were other messages about upgrading etc. They don't refund or prorate. I look online and see that others also complain that they do this constantly.

Happy with purchase. Cancelled subscription on 01/02/24, followed up with a phone call to confirm my card was taken off file. Company charged my credit card on 07/15/24 and will not response with involving, proof of purchase or any information. Also cannot provide a confrontation that service have ended even on 07/18/24 and 07/19/24 respectively. Furthermore, 5 requests have been made for their official dispute address where a Letter of Dispute can be mailed. 17 attempts at contact with company, not one person can provide basic billing history, receipt for charge or confirmation to end services.

Truly the worst company I have ever dealt with. Fraudulent charges that they continuously do as part of their business model and follow that up with "no refunds for any reason EVER." If I had more energy I would just keep writing to their "customer service" people because they always answer, but it's the same "Read our policy on no refunds" which would be fine if any of the charges were legitimate. Two years ago, I should have been charged $29, to date they have collected $200 and I'm still fighting. I'm going to have to cancel the credit card because apparently, Barclays Bank is also doing whatever 23andMe tells them to do, steal, lie, cheat, and steal some more. RUN from this horrible organization!

I have made numerous attempts to delete my personal information as I have been the victim of a coordinated hacking attempt that has left my access to even my Gmail account compromised including Yahoo and every other app I had on my phone. This is all in an attempt to deplete me of my finances, which they have attempted and thankfully failed numerous times now. I am trying to delete any footprint I have so that my personal information is not so EASILY ACCESSIBLE and has already been compromised according to Google.

I never signed up for auto-renewal, never received a notice (as they claimed), and contacted them 2 days after being charged $69 for a membership. They refused to refund or pro-rate (I was charged on a Friday and contacted them on a Monday). Stay away from this shady and horrible company.

Run, do not walk away from this money/time sink! I never got my results nor did I ever receive any constructive help. I have had one email address for over 20 years, but when I inquired about my test I was told they could not release any information because I did not have the correct email address. Following inquiries resulted in dozens of emails from the company requiring me to jump through all sorts of hoops in order to prove my identity none of which was ever enough! Hopefully, contesting the charge with my credit card company will at least reimburse me for the money I spent, but nothing will give back the time I wasted or relieve the frustration I feel. This is NOT an honorable company!

I see similar experiences to mind on multiple reviews. Some time ago I received a notice that there was a security breach, and I would have to contact them to regain access. After multiple calls and emails I feel they are simply unwilling to maintain their contract. I have paid for myself and 2 family members’ profiles, so they’ve taken quite a bit of money from me for nothing. I don’t recommend.

They bait you with an initial premium membership for $29.99 then renew it at $69.99. I did not receive email notice of renewal. Saw the charge on credit card bill and started email “rabbit hole” of attempting to cancel and get refund. It seemed like responses were automatically generated and kept asking for the same information.

Like many of the other complaints I have read, I was no longer able to access my acct. after being a customer for years. I got same runaround as you, "I will be getting an email by the end of the day" I am told time after time, It never comes. I finally called to cancel my acct and rescind my info being shared and seeing if my sample is destroyed, customer service can't help. They have to send to a special group who will contact me by end of day. They never do. So is there a class action lawsuit in here somewhere that can be initiated? Any lawyers out there? They seem to be holding our personal info and DNA samples hostage. We can't access our accts and we cant get them to resolve the situation. Seems pretty suspect to me. I AM SO SORRY I USED THIS SERVICE!

I have been with 23 and me for years. I retired in April and forgot to change the email address associated with my account. I reached out 2 months ago and was advised someone would review and get back to me. Followed up and finally they asked for copies of my ID which I provided. I have called several times and each time advised they are backlogged and someone will respond. I do get the same message each time I follow up seems an automated thing with same message. Very frustrated and looking for a refund. I would not recommend this company to anyone. I have read the reviews on this site and wish I had have done prior. I have little confidence that I will get a resolution on this matter. Let's see if this gets to someone that can help.