23andMe Reviews

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.

After spending anywhere from minutes to hours answering their redundant tests you'll find very little useful information. For the price pay you can lie awake wondering if it was your data that was hacked and leaked. The Company is almost worthless than the cost of your membership at this point. You'd have a better chance of finding a relative you never met placing an ad on Craigslist.

I got my results 22 of December but they didn't share my raw data. I read that people are getting their raw data sending emails. I sent many emails to them to get my raw data. I sent photos of my IDs to them on 4th January. They answered it could take 3 weeks automatically. They haven't shared my data with me. They are not answering too. It was a terrible experience for me.

I have been a 23andMe customer for close to ten years. When I opened the account I used an email address which I no longer have access to. I have been trying to update my email address with them for six weeks now, I have spent hours going back and forth and they are all about the AI generated responses and asking me to use a fax machine to sign a form that I am not trying to defraud them. I explained to them on five different occasions (four by email and one by phone), that I do not have access to a fax machine (who does nowadays???), I sent them copies of my ID and they keep responding asking me to fax a form back.

Hard to build tree, most DNA matches don't show trees, cannot write a profile. I'm a part of 4 other DNA sites. This is one of the worst. It was a waste of money considering it was the most expensive.

Buyer Beware! Because 23andMe was offering a special promotion, I signed up for the Plus membership. I received a confirmation email stating: "Price $29.00/year. Your annual membership billing cycle will begin on July 30, 2022 and will auto-renew at $29.00 on July 30 of each year thereafter." But this year I was charged $79.00; an overcharge of $50.00! I did not receive the advance email 23andMe claims to send, alerting me to the upcoming charge. I'm still fighting with them to try and get my money back. The person I spoke to in my first phone call appeared not to really understand English and was just repeatedly mouthing words she'd been told to say.

I bought a DNA kit from them, and ask for the DNA raw data, Call several times for the same matter and nothing. The person who takes the call, is not from USA and when you speak with them, looks like they are reading a script and the end they say, "Someone from higher department will call you back." That never happens, you call again, the same script.

I paid the 100 dollar subscription and received the test kit. After returning the test I received an email notification that my sample was usable and I should check back after 20 November for result status. When I went to log back in I found I had misplaced my password so I clicked the reset link and got a message that a security key was mailed to me. Nothing showed up so I tried again. No luck. Called cust service and was told they could not help and a specialist might get back to me in 6 weeks.