Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I logged on to 23 & Me and noticed they were offering a deal, whereas you pay for the upgrade and you get famous historical family connections /records & archives to you. I thought that was a good deal. I paid for the upgrade, but didnt receive the historical/records & archives. I called 23 & Me, and they said they dont offer that type of deal. I then to pics of what they offered, and I told them that I no longer wanted the premium upgrade as they lied about the services they claimed were attached to the premium upgrade. They said its non-refundable. I asked them to escalate this issue to corporate, they promised that I would receive a phone call by Monday. Its now Tuesday evening and no phone call. I want my full premium upgrade payment reversed back to our card. Im not the only one complaining about this very thing.

  Business response

  12/10/2024

  Hello,

  Thank you for contacting us and for bringing this to our attention. A supervisor has reached out to you directly through your existing ticket (#*******) to provide you with further assistance. Please locate a new email from **************************************** We look forward to being able to assist you further.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the below chat with the service team. AGENT (Brylle): I can monitor your sample until you receive your results AGENT (Brylle): I apologize for any frustration caused by the changes in your estimated report date. Please keep in mind that this date is an estimate based on our standard processing time and the current status of your sample at the lab. While our goal is to provide data within 3-4 weeks, this timeframe can vary AGENT (Brylle): I can monitor your sample and follow-up with you via email once I received an update AGENT (Brylle): You can provide me with a screenshot of what you are seeing from the app if possible AGENT (Brylle): Thank you! Sure AGENT (Brylle): Actually, upon checking here on our records, your sample is under *** quantification step typically includes the visual inspection of your sample and the time it spends in the sample queue to be extracted. For this reason, it is not unusual for a sample to remain in the *** Extraction phase of processing for a few weeks. AGENT (Brylle): I will notify our specialized team regarding the update on the 23andMe app AGENT (Brylle): I apologize for any confusion AGENT (Brylle): I see. However, there's no option for us to connect you to the laboratory. Rest assured that your sample is good and you will be able to get your results soon. Additionally, we are notifying our customers if our laboratory will unable to analyze your sample and we are offering a free replacement kit AGENT (Brylle): At this time, I will be happy to further monitor your sample until Monday and I will send you a follow-up via email about the update of your sample. They then disconnected and refused to allow me to contact anyone else for assistance. It looks as it will be longer than the higher end of the scale. They are also lying about the stage my sample is in.

  Business response

  12/10/2024

  Hello, 

  We sincerely apologize for the delay in providing you with the data for the sample that you have submitted. Due to the variation in the quantity and quality of DNA obtained from individual saliva samples, occasionally a sample needs to go through reanalysis. We only report data for samples that yield a call rate of 98.5% and if initial genotyping analysis is not able to yield such data then the sample has to repeat the steps of DNA extraction as well as genotyping.

  Your sample is being reprocessed for this reason. I appreciate your patience through this process and hope to have your data back to you shortly. In the event that our laboratory is unable to analyze your sample, you will be notified by email and will be given the option to request a free replacement kit.
   
  A supervisor has also followed up with your directly through your exiting ticket (#*******). Please locate a new email from *****************************************************************.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I was gifted a 23 and Me ***************** DNA testing kit this summer. It was sent to 23 and Me in early October 2024. This kit was pulled for quality review on October 25th, delaying the results. I have contacted this business multiple times through live chat, phone call, and email, requesting an update on when this kit's processing will be completed. This business has been unresponsive and has not provided me with any updates on when this review step will be completed. I have seen numerous other customers online comment that this review step should be completed within 2 weeks. I am currently at 5+ weeks of waiting with no comment from 23 and Me. I would like them to complete the job and deliver my DNA testing results as soon as possible as their customer service is non-existent.

  Business response

  12/10/2024

  Hello,

  We sincerely apologize for the delay in providing you with your 23andMe reports. We have been in correspondence with you since your first inquiry on October 31st regarding the status of your sample. Our most recent response was Friday, December 6th. We can assure you that it is our goal to return results as quickly as possible, while still meeting our strict quality standards. The processing timeframe provided is an estimate and for this reason we are unable to provide a specific date for when your results will be available. You will be notified via email once your results are ready within your account.
   
  We have contacted our laboratory requesting an update regarding your sample. Your account will automatically be updated when there is an update regarding the status of your sample. 
   
  We appreciate your patience during this process. Please contact us through your existing ticket (#*******) if you have further questions. A supervisor will also be following up with you directly through this ticket.

  Sincerely,

  The 23andMe Team

  Customer response

  12/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tifona *******

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Official Complaint Regarding Unresolved Date of Birth Issue To Whom It May Concern,I am writing to file a formal complaint about the handling of my date of birth (DOB) verification with 23andMe. Over the past two months, I have made numerous attempts to resolve this matter, yet it remains unresolved despite my compliance with all requested steps.I initially contacted 23andMe to reset my DOB attempts so I can download my data. I promptly provided my birth certificate, as requested, to validate the correction. However, I was later informed that the document was deemed unclear rather than being translated or properly reviewed. For clarity, my correct date of birth is ****************. They later on wanted me to present an ID Which I currently don't have. Furthermore, I am deeply concerned about the sensitivity of this issue given 23andMes recent data breaches and privacy concerns. Handling government documents, such as my birth certificate, comes with significant responsibility, and it is troubling that this matter has been mishandled despite my compliance with the companys requests. This ongoing issue has required me to invest an excessive amount of time and effort through emails and phone calls, with no satisfactory resolution to date. The lack of progress and communication is deeply frustrating, especially as this should be a straightforward ************* a result of this poor customer service experience, I have decided to cancel my plans to purchase 23andMe kits for my family as Christmas gifts. This decision was not made lightly, as I had hoped to share this meaningful journey with my loved ones, but this ordeal has left me disheartened and disappointed.Please address this issue immediately and provide a clear resolution. I am now requesting urgent action to resolve this matter. It is unacceptable for a company to mishandle such a simple request and escalate it to this extent.Sincerely,Rasha

  Business response

  12/12/2024

  Hello,

  We understand that you were not able to verify your birth date in order to download data within your 23andMe account. In order to provide you with access to take this action, we first need to confirm your identity as the owner of the profile in question using a valid government issued photo ID. In reviewing your correspondence with our team we understand that you don't have a government issued photo ID and you've provided a birth certificate; however, the scanned copy is not clear. A team member has followed up with you via email to ask for a clearer copy. Once it is received, we will review the birth certificate further.

  Please know that this current policy is in place to keep our customers data as secure as possible. We hope to be able to work with you towards a resolution.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  11/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased an ancestry kit for 59$. The health and ancestry is 20 dollars more at 79$. I called to upgrade and they told me it would be 125$ to upgrade. Buying a whole new kit costs less. Please help me with this issue. I would like to upgrade my kit to health for the 20$ difference. Or please send a health and ancestry kit.

  Business response

  12/02/2024

  Hello,

  We understand that you'd like a discounted upgrade to the Health + ***************** One of our team members has sent an email directly to your 23andMe account email address to assist you further. Please locate a new email from *****************************************************************.

  Sincerely,

  The 23andMe Team

  Customer response

  12/03/2024

   
  Complaint: 22602795
  
  I am rejecting this response because: they offered me the same exact resolution that I created the complaint about in the first place. They essentially told me to buy the whole kit over again at a discounted rate that any consumer in the general public can purchase at.
  
  Sincerely,
  
  ***** *******

  Business response

  12/10/2024

  Hello,

  We're sorry to hear that you are dissatisfied with the discounted price that was offered to you. A supervisor has sent you another follow-up email. Please locate a new message from *************************************** in your inbox.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Yeah, you guys have predatory business practices and you refuse to refund me my money. You have no safe guards against purchasing the 23andme+. I unintentionally bought this while just trying browsing. Had zero idea until I got the confirmation email. There was no message are warning that I was purchasing the product. Your customer service and policies state i can't be refunded. How ever, you failed to safeguard your customers from accidental purchases. So with that being said. Just refund my money soon so I don't have to drag yall through the mud every day for the rest of my life.

  Business response

  12/02/2024

  Hello,
   
  We understand you purchased a 23andMe+ Premium Membership and you are requesting a refund. A supervisor has responded to your existing ticket (#*******). Please check your inbox for a new message from *****************************************************************.

  Sincerely,

  The 23andMe Team

  Customer response

  12/03/2024

   
  Complaint: 22589682
  
  I am rejecting this response because:
  I'll say again. Thanks for the refund. Now admit you were wrong. **** as a company made this harder than it needed. Or maybe you have a few individuals who made this harder. Admit your fault or get lost. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern,I am writing regarding unauthorized charges totaling $364 from 23andMe, Inc. on various dates in September. I have made 15 attempts to resolve this via email and numerous calls, but have not received any meaningful follow-up. Emails only generated case numbers without resolution, and no one connected by phone. Despite submitting my drivers license as proof of identity and completing the Account Identity Authentication Form (VV-QUAL-02718 v3.0), the process stalled.Additionally, I requested a phone conference to discuss my account in detail, but no response was provided. I am seeking a full refund of $364 to my account.Thank you for addressing this matter promptly.

  Business response

  11/22/2024

  Hello,

  We understand that you have questions regarding several charges to your card from 23andMe. We have looked into this further and see that these charges are associated with two 23andMe accounts that you have managed, dating back to April 2022. We have sent emails to the email addresses associated with the accounts in question detailing the orders associated with these charges. Please locate new emails from *************************************** at the email inboxes associated with your 23andMe accounts.

  We look forward to being able to assist you further.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back in Oct 2023, I signed up for this service, believing it would offer some unique benefits. During the registration, I was asked to provide my payment information, which seemed standard at the time. However, I was unaware that this would enroll me in an automatic annual subscription.On Nov., 2024, I noticed a charge of $69 on my account. As soon as I saw it, I contacted customer support to clarify that I had not consented to any recurring payments and was not aware that this would be the case. Despite reaching out immediately, they refused to process a refund, even though I had not used the service in months and canceled it as soon as I realized what happened.Their explanation was that they had sent a notification about the renewal a month in advance. However, I never saw this email, and it may have been lost in a cluttered inbox or flagged as spam. Considering the volume of promotional emails they send, its unreasonable to expect customers to notice a single reminder email about such an important charge.This whole experience has left a bad impression. The premium features were not worth it to begin with, and the way they handle auto-renewals feels predatory. For anyone considering this service, I would caution you to think twice. A company that refuses to accommodate its customers and relies on unclear billing practices is not one I can recommend.

  Business response

  11/22/2024

  Hello,

  We understand that your 23andMe+ Premium membership renewed and you'd like a refund. Our records indicate that you registered a sample kit that included a prepaid year of 23andMe+ Premium. When you activated this prepaid year of 23andMe+ Premium, you were informed that it would automatically renew each year and that the membership is non-refundable. This is stated on the activation page as well as the Membership Terms (**************************************************************), which you agreed upon when completing this action.

  One of our team members has sent you a follow-up email through your existing ticket regarding your refund request (ticket #*******). Please locate a new email from *************************************** in your inbox.

  Sincerely,

  The 23andMe Team

  Customer response

  11/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Entropy Daffy

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My settings at ************************** have been locked for the past couple months such that I am unable to access my profile and delete my data. I contacted customer service and they suggested that I needed to give them more information about my identity (such as my driver's license) in order to continue. However, I do not need to change my birth date or my password, I just want to override the "max # attempts have been reached" window and delete my data.

  Business response

  11/14/2024

  Hello,

  We are sorry to hear that you've been experiencing difficulty with deleting your 23andMe account. One of our team members was able to assist you with deleting your account on November 13, 2024 via your existing ticket (#*******). If you require any further assistance, please do not hesitate in responding to your ticket.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  23 and me has sold my DNA results without permission. When saying I want to cancel my account with them you are forced to review their terms of service and there is no way to cancel. The employee there was rude and not helpful. They are refusing to have my account canceled violating their own tos and that of my rights.

  Business response

  11/14/2024

  Hello,

  Were committed to providing you with a safe place where you can learn about your DNA knowing your privacy is protected. 23andMe does not sell, lease, or rent your Genetic Information without receiving your explicit consent. However our website uses cookies and other personal identifiers (e.g. IP addresses, mobile IDs) for cross-context behavioral advertising. Under certain laws like the ***** this might be considered a "sale" or "sharing" of personal information, and you have the right to opt-out. We honor Global Privacy Controls (GPC) signals from your browser regarding your privacy choices, including cookie use. To opt-out of data sharing or selling, adjust your GPC settings or browser/device settings, or visit our Cookie Choices page linked at the footer of the webpage to change your cookies preferences. You can also learn more about GPC here.
  
  If you opt-in to our Research program, you can opt-out at any time. By agreeing to the ****************************************** Sharing Consent Document, or participating in a 23andMe ****************** you consent to the use of your de-identified data for scientific research purposes.
   
  Please note, you are not obligated to participate in any research initiatives and choosing not to participate will not impact the services 23andMe provides you otherwise.
  
  We recognize the importance of privacy, and respect your desire to store and access your information in a secure manner. We encourage you to read our Privacy Statement (*****************************************************) for more information about how we process your data to provide you with the 23andMe Service.

  You can also navigate to your Account Settings to review your current privacy settings and delete your 23andMe account at any time. For more information about deleting your account, please see the following article: *****************************************************************************************************************************
  
  If you require any further assistance, please do not hesitate to reach out to us again at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.
  

  Sincerely,

  The 23andMe Team

  Customer response

  11/15/2024

   
  Complaint: 22504277
  
  I am rejecting this response because: There has been zero ways to delete my data it shows in the screen shot that while you go through the process none of it happens to delete my data so, it wouldn't be sold. There is still zero way to delete on your own as a consumer and requiring someone to call in is harassment. I need my account and data deleted immediately. 
  
  Sincerely,
  
  ***** ******

  Business response

  11/22/2024

  Hello,

  We understand that you'd like to delete your account. You are able to delete your account from within your account settings page. For detailed information on how to request an account deletion, please visit this page: *****************************************************************************************************************************

  We have also sent a follow-up email to your account email address with step-by-step instructions. Please locate a new email from *************************************** in your inbox.

  We look forward to assisting you with this request,

  Sincerely,

  The 23andMe Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩