Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid roughly two thousand dollars to sequence me and both of my parents with lifetime subscriptions. Now my data will be deleted unless I pay an additional $200 for each account to transfer the data to the new company. I feel scammed and I wish our lifetime subscriptions were honored.

  Business response

  02/05/2025

  Dear Nebula Subscriber,

  
  We want to clarify any confusionNebula is not shutting down. However, our Terms of Use have changed. You will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome, but Genome Analysis and the Genome Browser will no longer be available. Your data will remain securely stored. Please refer to the updated Nebula Terms of Use for further information.

• Initial Complaint

  01/29/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi!I bought a DNA test from Nebula Genomics (Now rebranding as DNA complete). I had a Lifetime subscription chosen when I bought it. When entering the website a week or two ago we were met with a message that stated that our Data was gonna get deleted on February 04, 2025. And that we either saved it or migrate to their new service/rebranding for a fee. It's outrageous, this company has been a deception after deception. I have emailed them and haven't got a response and we are just a few days away from my data being deleted. Also I didn't received any notification that this was going to happen, I was met with the info after another customer told me this happened when they tried to enter the webpage.I want to be reimbursed for my Lifetime Subscription fee. I'll attached the email confirmation from when I ordered the kit. Thanks!

  Business response

  02/05/2025

  Dear Nebula Subscriber,

  
  We want to clarify any confusionNebula is not shutting down. However, our Terms of Use have changed. You will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome, but Genome Analysis and the Genome Browser will no longer be available. Your data will remain securely stored. Please refer to the updated Nebula Terms of Use for further information.

  Customer response

  02/05/2025

  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  The business has not been accountable for their actions. They are basically saying that they changed the rules of their services after we paid for an specific service and then complaint after said service would no longer be honored. That service included the things that they just replied where no longer available like the genome browser or genome analysis and others.

  Basically they will just retain our data after saying they would delete if we didn't upgrade for a fee (The screenshots perfectly stated their intentions without ant room for misunderstanding). That is not a misunderstanding that is just false statement on their behalf. The service should be honored or reimbursed, they attempted none with this resolution and by just keeping our data they put in jeopardy my privacy given they already face legal repercussions in a class action lawsuit (Case: ************* ******** ** ****** ********* ***. et al. ****** October 10, 2024) where it alleges Nebula Genomics faces shares customers genetic testing results with third parties without consent.

  They haven't offered us a refund on our fees, or a free migration to their "new" branding or have made any attempts of reparations. This is not the first time Nebula fails to honors what they have advertised as they have in the past exceeded their promised timeframes for delivering results.
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ***** *******
  
  
  
  
   
  

  Business response

  02/11/2025

  Dear Nebula Subscriber,

  
  We want to clarify any confusionNebula is not shutting down. However, our Terms of Use have changed. You will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome, but Genome Analysis and the Genome Browser will no longer be available. Your data will remain securely stored. Please refer to the updated Nebula Terms of Use for further information.
  As a valued Nebula subscriber, we are excited to offer you an exclusive discounted upgrade to our brand-new DNA Complete product! This upgraded experience includes:
  Hundreds of DNA reports
  A brand-new ancestry reporting platform
  Genetic tools
  New reports provided regularly
  Access to ****************** and much more!
  This special discounted upgrade offer is available only to active Nebula subscribers. Dont miss out on this opportunity to gain even deeper insights into your DNA.
  We will provide more details on the upgrade process in the coming days. If you have any questions, feel free to reply to this emailwere happy to help!

• Initial Complaint

  01/27/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a lifetime membership to my genetic data *which was forced upon users purchasing the kit by Nebula* (you could not get a kit without a membership.) I've had my genetic data for about a year and a half now, and the company has decided to shut down so they can create an exact clone of their former company (Nebula.) This switch wouldn't have been a problem, if they weren't demanding 2$ per WEEK just to transfer our genetic data that we have already paid for + have a lifetime subscription to. This company is deleting everybody's genetic data that they paid hundreds of dollars for in a week, with absolutely zero warning to their userbase. No email, no nothing. It was only briefly mentioned on their website for about a month, then more prominently in the past few weeks (so anybody who hasn't opened Nebula in a month and a half will end up having everything they paid for wiped.) This is absolutely vile behaviour from a company that people are using to get information about their health. I had to go into debt to get this kit, and I not only didn't receive half of what Nebula promised, but now I'm somehow having to be responsible for storing a 70gb file on my smartphone and lose all sequence features because Nebula decided to be greedy scumbags. And I paid hundreds of dollars for this? Just for a year and a half of utility? For a lifetime subscription? Absolutely the **** not. I want a refund as this service has been nothing but false advertising throughout the entire process. Nebula does not deserve to keep our money when they've flat out scammed thousands of people.

  Business response

  02/05/2025

  Dear Nebula Subscriber,

  
  We want to clarify any confusionNebula is not shutting down. However, our Terms of Use have changed. You will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome, but Genome Analysis and the Genome Browser will no longer be available. Your data will remain securely stored. Please refer to the updated Nebula Terms of Use for further information.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lifetime membership from Nebula in May 2023 for approximately $600. At the time, Nebula advertised and promised a permanent subscription to all their reporting features. Now, less than two years later, they are shutting down Nebula Genomics entirely and forcing all customers to subscribe to a completely new service (DNA Complete) with an additional recurring fee. No notice was ever directly sent to me or other lifetime members before these abrupt changes. I discovered this after logging into my account and seeing a banner that they are transitioning the service. This effectively strips me of the unlimited reporting features and updates I was guaranteed for life. Nebulas updated policies offer no real compensation or grandfathering for existing lifetime memberships, and theyre essentially cancelling the product I paid for, in violation of their original promise.Breach of Contract: I paid for a lifetime membership, but the company is unilaterally nullifying that agreement.Deceptive Marketing / False Advertising: Nebula advertised lifetime access but is now retracting it well before lifetime has elapsed.Lack of Communication: They never reached out to lifetime subscribers before pulling the plug on the service, showing disregard for loyal customers.Unfair/Unjust Practices: They want me to pay for a new subscription to get what I already paid for.Honor the Lifetime Subscription: Nebula must either provide ongoing equivalent benefitsmeaning the same level of reporting and updates for life, at no further costor Full Refund: If Nebula cannot or will not honor the original lifetime agreement, they should issue me a full refund of $600.I believe this behavior is deceitful, and I am bringing it to the BBBs attention in hopes the business will resolve it equitably. I am also exploring other avenues (such as filing with my states Attorney General or pursuing a legal remedy) should they fail to address this complaint satisfactorily.

  Business response

  02/05/2025

  Dear Nebula Subscriber,

  We want to clarify any confusionNebula is not shutting down. However, our Terms of Use have changed. You will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome, but Genome Analysis and the Genome Browser will no longer be available. Your data will remain securely stored. Please refer to the updated Nebula Terms of Use for further information.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Nebula Genomics *** testing kit with 30x sequencing coverage back in 2022. The *** sequencing service provided and online analysis tools were all fine. Recently though, Nebula genomics announced they are shutting down in early February 2025. This announcement was only made on their website, there was no email sent to me as a customer. They are offering to upgrade to *** complete, which now costs a subscription fee of $99.95 per year. They have offered no explanation as to why they are shutting down and whether they will provide any further support for customers that have a lifetime membership. Furthermore, I bought a similar kit for my son and purchased a 3 year subscription, which I've had for less than a year. Similarly, they are not refunding any of the money paid upfront for their services.

  Business response

  02/05/2025

  Dear Nebula Subscriber,

  
  We want to clarify any confusionNebula is not shutting down. However, our Terms of Use have changed. You will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome, but Genome Analysis and the Genome Browser will no longer be available. Your data will remain securely stored. Please refer to the updated Nebula Terms of Use for further information.

  
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the kit on 04/14/2024 for $568.95 in order to get full *** sequencing and the subscription on the results interpretation tools.When I was collecting my *** first time, I swabbed my cheeks for at least two minutes and sent them my sample the same day. I did this in the morning, on an empty stomach, with full oral hygiene the night before (flossing, brushing, and mouthwash). I was feeling fine, not sick, so it was unlikely the sample lacked *** material or was contaminated.When the kit arrived at their lab, I didnt see any updates on my profile on the Nebula website. Only after I contacted them did they update the progress bar to Arrived at lab and even that took a week after I reached out.After two months of waiting, the status was still stuck on Arrived at lab. So I decided to follow up again and asked if they had even started the *** extraction process. Their reply was the usual vague, copy-paste answer that my kit was still being processed. When I asked for specifics about the stage of processing (*** extraction, quality control, or sequencing), they suddenly went silent for a few hours. Then, out of nowhere, I got an email saying my kit had failed without any proof - it could be due to contamination, insufficient *** material, or their own mistake being attributed to me.After pushing for more details, they finally admitted that my sample actually failed in the previous week during a reprocessing attempt. So they were clearly lying to me about the kit status all along.I decided to try again, purchased another replacement kit for $35 despite the fact that it was not disclosed in their policy. During the collection, I followed the instructions exactly and sent in a second sample. That kit failed too. When I asked to clarify, they replied The lab does not indicate what the sample was contaminated with, just that there was high contamination (c)At this point, I find this unacceptable. I no longer trust them and am requesting a refund.

  Business response

  12/27/2024

   

  Dear Valued Customer, 

   

  A member of our support team replied to your message today on our ticketing system .We cannot tell what it was contaminated with because we do not test for that. The way the team identifies contamination is by a combination of metrics not being met. In this case, there was a high amount of positions on the collected sample that could not be aligned with the human reference genome. We have very strict metrics in order to provide the best results possible. 
  We allow for ***** level of contamination, your sample had *****, which is significant. Additionally, You should have brushed your teeth and rinsed with water in the morning prior to swabbing. even with a good brushing, bacteria does grow overnight in the mouth, so not brushing in the morning is likely the reason why your sample was contaminated as you did not follow the instructions properly. In this case , a refund would not be granted.
  
  Kind Regards, 

  Nebula Support Team

  Customer response

  01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1. Undisclosed fees:
  Upon submitting my initial sample, which failed during reprocessing, I was charged an unexpected $35 replacement kit fee. This fee was not included in my original purchase of "Deep Whole Genome Sequencing" and "Nebula Explore Reporting Membership" (see the receipt attached initially). The fee was neither communicated in advance nor explicitly stated in their policy: ***********************************************************************. This is an undisclosed fee.

  2. Lack of status updates:
  My first kit arrived at their lab on 05/29/2024. The progress status on my Nebula profile remained unchanged until I contacted them. Only after my inquiry did they update the status to "Arrived at lab" which took until 06/07/2024 - a week after my contact. It seems they do not prioritize keeping customers informed about the sample processing status. (see email conversation attached)
  

  3. Lies about kit status:
  After two months of waiting, with the status unchanged at "Arrived at lab", I inquired about the *** extraction process (08/05/2024). Their response was vague, stating the kit was still being processed. When asked for specific processing stages (*** extraction, quality control, or sequencing), communication went silent for several hours. Eventually, I received an email stating that my sample failed. Only after pressing for details did they admit the sample had failed during reprocessing the previous week. This means they had been misleading me about the kits status all along. (see email conversation attached). I no longer trust them and refuse to endure the same unprofessional treatment with further samples. 
  

  4. Lack of transparency:
  Failed samples are always reported without specific evidence of the cause. It could be due to contamination (bacteria/viruses), insufficient *** material, or even their own errors being attributed to me. Without transparency, they cannot be trusted.
  

  5. Incomplete collection instructions:
  When I was having the conversation prior to contacting the BBB, the Nebula Genomics support team provided me with the following "additional insights" for my 2nd failed sample:

  - not eating or drinking anything for at least sixty minutes prior to swabbing
  - rinsing your mouth with water about sixty minutes before you are ready to swab
  - producing a bit more saliva before collecting the sample by gently rubbing your cheeks against your teeth
  - swabbing your cheek for a bit longer than 60 seconds
  - pressing a bit harder when swabbing while making sure you are rotating the swab

  However, the original instructions (see attached photos) did not include "producing a bit more saliva before collecting the sample by gently rubbing your cheeks against your teeth".

  As a customer, I should not have to clarify "additional insights" only after my sample failed twice. The instructions should be complete and aim to help the customer collect the first sample successfully without wasting time and money on kit replacements. The instructions should be updated according to customers' experiences with swabbing. Otherwise, from my perspective, it feels like they are scamming me into paying $35 repeatedly for replacements.
  

  6. Poor customer reviews:
  Consistent negative feedback appears across the Better Business Bureau website (***************************************************************************************************************************************************************), TrustPilot (*************************************************************************), and ****** (**********************************************), indicating ongoing service issues.
  

  7. Unprofessional communication:
  Apart from lack of updates and lies about kit status, my refund request was ignored when I was having the conversation prior to contacting the BBB. And instead, I was issued an invoice for a replacement kit that I did not ask for. They dont seem interested in building trust or maintaining professional relationships with their customers. (see email conversation attached)

  Based on the above, I request a full refund for the *** testing and subscription fees ($568.95) as well as the cost of the replacement kit ($35). (I am not including shipping and customs expenses which were caused by me residing in the EU.) 

  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business response

  01/02/2025

  Dear Valued Customer,

   

  Thank you for choosing our services. After two unsuccessful sequencing attempts, we believe it is in your best interest not to proceed with a third attempt. As a result, we will be processing a refund for your order, which you should receive within 5-10 business days, once confirmed.
  
  We sincerely apologize for any inconvenience you may have experienced and regret that you were unable to fully benefit from the quality of our services. We greatly appreciate your trust in us and hope you will consider working with us again in the future.
  
  A member of our billing team will reach out to you once the refund has been processed. If you have any questions or require further assistance, please do not hesitate to contact us.
  
  Kind regards,

  Nebula Support Team

  Customer response

  01/03/2025

  To Nebula Genomics: 

  Thanks for the update. Please proceed with the refund process and let me know once it has been completed. Let me know if theres anything else I should do on my end.

  To 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 and the matter has been resolved.

  Sincerely,
  
  ****** ********
  
  
  
   
  

  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is scamming customers who purchase a subscription out of money. If you cancel the subscription on the last day of your active account or later they will charge you $149.99. I canceled BEFORE the expiration date and they still charged me. I understand if it was after it expired but it was not. It was a day in advance. I will never be a member again!

  Business response

  10/30/2024

  
  Here's a more professional rephrasing of your message:
  
  Dear ******,
  Thank you for choosing Nebula as your sequencing provider. We appreciate your engagement through our ticketing system and have responded promptly to your inquiries regarding your subscription renewal.
  We shared our policies with you to clarify that the terms of the subscription are provided prior to purchase. Since your subscription was canceled after the renewal date, the associated charge was incurred. Had it been canceled the day before, no charge would have applied. This is not your first subscription renewal, and our website clearly indicates that auto-renewal can be canceled at any time to prevent charges. We prioritize transparency and strive to ensure that our customers are well-informed about our services.
  We have processed your subscription cancellation, and your data deletion request has been submitted.
  Your request for a refund has been escalated to our Executive team. Our policy is designed to maintain consistency and fairness for all our customers, and as such, we are unable to issue a refund in this instance. However, I can confirm that your subscription has been canceled, and you will retain access until the end of the paid period on October 24, 2025.
  Thank you for your understanding.
  Best regards,

  Nebula Support

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I purchased a genetic testing kit a year ago. In order to get results they force customers to sign up for a subscription. I signed up and was not able to cancel until after receiving results were very delayed. I noticed a charge on my card and notified the company that I was not interested in subscription and to please issue refund because I am not interested in another full year of their services. They do not want to refund even though I have canceled and have not used their services at all since last year. They know they are taking advantage of their members and it it not right. If the company knows I will not be needing or using the work subscription they should provide a refund whether or not I canceled one day late since the second year just started and I will not be using services. And because I was not able to cancel earlier since their product was severely delayed. If they expect customers to be flexible with timelines, they should be to. And they should act in good faith.

  Business response

  10/30/2024

  Hello *******,
  Thank you for choosing Nebula for your sequencing needs. When purchasing a kit, it is clearly indicated that a subscription is required. Customers can select from various subscription options, and the option you chose is a yearly subscription. This is specified at checkout, indicating that the first charge will occur upon completion of sequencing, followed by annual charges thereafter. Our refund and cancellation policy is also linked for customers to review prior to purchase, clearly stating that we do not issue refunds for subscription charges. We provide these details at checkout to ensure our customers are fully informed about their purchases.
  Your request for a refund has been escalated to our Executive team. Our policy is designed to maintain consistency and fairness for all customers, and as such, we are unable to process refunds in this instance. However, I can confirm that your subscription has been canceled, and you will retain access through the end of the paid period on October 23, 2025.
  We hope this information clarifies your concerns.
  Best regards,

  Nebula Support Team

   

   

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [as you stated, I did not have the option to subscribe, it was required and I was unable to cancel because you require it until dna is sequenced and it was very delayed. I reached out on the very first day of the new year subscription saying I am not interested in the service. If you acted in good faith you would give me a refund as I canceled the first second of the first of 365 of subscription. Since I will not be using your service for any of the days of the full year, you should provide a full refund. Otherwise you are knowingly charging me for a product you know I will not be using. This is the second time you mention escalation but have not provided results of escalation.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

  Business response

  10/30/2024

  Hello *******, 

   

  Thank you for your response. We appreciate your understanding. As mentioned earlier, we clearly outline the subscription terms, including our refund and cancellation policy, which states that we do not offer refunds for subscription charges. This information is made available prior to purchase to ensure that all customers are fully informed about how subscriptions renew.
  Like many subscription services, our charges are based on the selected timeframewhether yearly, monthly, or otherwiserather than usage. We strive to be transparent with our terms, and we ensure they are easily accessible before you finalize your purchase.
  We did escalate your refund request; however, it was unfortunately not approved due to our policy. Thank you for your understanding, and please let us know if you have any further questions.

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [As mentioned previously. I will not be using subscription I was forced to sign up for and have canceled and would like refund since I have not and will not be using service.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Nebula Genomics Sequencing on June 5, 2024. A collection kit was sent to me shortly after. Once recieved, I promptly completed the sample collection following the instructions exactly as listed on the sample collection kit. My sample kit was received by Nebula shortly thereafter.Now, after 9 weeks of waiting for my results, I received an e-mail requesting another $35 to be sent another sample kit, because my sample was not viable. After 9 weeks since receipt of the sample, this is an unacceptable, unreasonable timeline to determine the reason for the non-viable sample was the consumer's fault. If Nebula responded promptly to the arrival of my kit noting that the sample was not viable, this would have been a different conversation; however, after 9 weeks it is unreasonable to assume that the sample was made non-viable by the consumer. Improper storage on the part of Nebula, mishandling over the nine weeks its been in their possession, or any other myriad of issues since the time it was been under their care may have resulted in a bad sample.It is fraudulent, inappropriate business practice to request more money, and ask the consumer to wait another 9-12 weeks to see if the sample will work, or if they will just want to price ***** another $35 out of consumers. Act promptly if you want to try to blame your customer. You cannot wait three months to determine its the fault of the consumer.

  Business response

  08/22/2024

  Hello, 

  We have reviewed your sample with the lab prior to requesting the fee for replacement which does not apply to all sample failures, however for low concentration of DNA which is due to collection method we do charge $35 to replace and send. The concentration of DNA in your sample was very low. We did not just fail the sample right away, we do attempt to run the sample a second time to try and pass the sample before requesting the customer recollect. That process takes time to run again, hence the 9 week waiting time which is still within the ***** week turnaround time. One of our team members will be following up within our client support system in an effort to resolve with you.

  Customer response

  08/22/2024

  Better Business Bureau:
  

  The company has agreed to resend a collection kit at no cost. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially paid for the 30x whole genome sequencing on April 25, 2024. Only after 9 weeks wait did I receive notice that my sample could not be processed. I was then told that it was user error even though I followed the instructions to the ** For this, they said I have to pay another 35 dollars to send a ***lacement s ample collection kit. I did not receive the invoice for an entire week, forcing me to email them asking for it on July 9th. They send the invoice the following day, which I paid immediately.After paying the invoice, the customer service *** informed me that they have contacted the fulfillment team to send the ***lacement kit. However, for 3 weeks, I received no package or tracking number. I emailed the customer service again, they acted confused and said I need to send proof of the paid invoice, either their fulfillment team has no ability to see customer payments or there is gross incompetence at this company. The same *** then said they will contact the fulfillment team to send the ***lacement a second time. I have yet to receive a confirmation email nor tracking number for the ***lacement kit. I suspect after this I will have to wait yet another 14 weeks. This company truly has no care for doing honest business.

  Business response

  07/30/2024

  Hello ******, 
  
  
  Your replacement has been processed. The confirmation number was sent to you. In the correspondence we have had, we did not indicate we were sending the kit prior to an invoice being paid. There was a message saying we would contact for another invoice to be sent, but nothing of a note to send a replacement prior to being paid. The billing representative did indicate to show proof of payment at the time paid so that one of our representatives could process the replacement. You did not provide the proof of payment until 07/29/2024.  Because we value customer privacy, we do not provide access to every team member to view invoices and billing information hence why we did ask for a proof of payment to be provided. You will receive an email when the order ships out so that you may register your new kit ahead of its arrival.
  

   

  Best, 

  Customer Support Team

  
  

  Customer response

  08/01/2024

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It has been 14 weeks since I paid for the product, with an additional 3-week delay due to issues with either the customer service or fulfillment team.

  The customer service representative has attempted to shift blame onto me for not providing proof of payment for an invoice issued by their fulfillment team. This raises serious concerns about internal communication, as the fulfillment team that sent the invoice apparently cannot verify payment status themselves. The claim of "privacy concerns" preventing the fulfillment team from accessing invoice status information is puzzling and seemingly contradictory, given that they already possess my contact information and shipping address, and were responsible for sending the invoice in the first place.

  Two business days ago, the service representative claimed a replacement order had been filed and that I would receive a confirmation email. Predictably, I have received no such update. The kafkaesque levels of bureaucratic encumbrance between departments have resulted in inexcusable delays and mounting frustration.

  This complaint will remain open until I receive the product I paid for over 14 weeks ago. I expect timely updates on the status of my replacement order and improved internal communication to prevent similar issues in the future.

  
  Sincerely,
  ***************
  
  
  
  
   

  
  

  Business response

  08/21/2024

  Hello ******, 

   

  As per our conversation on the latest ticket , we did ensure your kit was received and confirmed in the system and was delivered and returned back to ** in a timely manner. Sent out on July 30th as an order and received back to our Lab by August 10th. Please feel free to contact us for any questions or assistance.

   

   

  Kind Regards, 

  *******

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Though the replacement kit has finally been sent out after a month of back and forth, the terms of the original complaint to "finish the job" have not been met. This complaint will be resolved when I receive the data in a timely manner, and confirm the data integrity with genotyping data I have from my healthcare provider.

  I have stated in our previous communication that I am happy to provide extracted DNA to your desired concentration, size distribution, and 260/230 metric if that makes it easier, as the 7 week average for extraction to find out if a sample passes QC or not is very extreme, especially for a high-throughput environment.

   

  Sincerely,
  
  ***************
  
  
  
  
   
  

*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. ↩