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Business Profile

Genealogy

Gateway Genomics LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gateway Genomics LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 35 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/25/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/18/25 I ordered the SneakPeek Gender Snap FastTrack for $159. My order arrived on 2/21/25 and I sent my sample back via ***** the same day. My sample was delivered on 2/24/25 and I received an email confirmation that they are processing my sample and would receive my results no later than 8:59pm Pacific Time/11:59pm Eastern Time the same day. No email with my results was ever delivered. I confirmed that it was not sent to another mailbox by mistake. This company does not have any form of customer service aside from an email form on their website, and the response time for that is estimated 2-3 business days. It is absurd that this company collects DNA samples from people and the only way to contact them is through an email that can take days to answer. I have sent a message and am awaiting a response. I paid extra to receive my results quickly and feel that this was falsely advertised. After doing some more digging on social media I have seen a large amount of people with my same experience. The reviews listed on their comment sections on social media are fabricated and falsely lead people to believe they are reliable. I have commented about my experience and found that my comments were deleted shortly after.

    • Initial Complaint

      Date:01/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Sneak Peek Early Gender Test at CVS Pharmacy on Monday, 1/13 for $31.88. The sample was taken, $69.00 lab fee paid, and the **** shipping label supplied in the box was applied to the sealed product box that day. On Tuesday, 1/14, I took the package to the local **** store and placed it in their drop designated for outgoing parcels. There has been no acceptance scan or package movement until today, Friday, 1/17. I contacted Sneak Peek yesterday using their online form and have not heard back. There is no contact telephone number to get in touch with them. Evidently, the package containing a blood sample is lost in the mail, as the clerk at the post office, nor the local consumer affairs office for the **** could not give me an answer as to where it is. Beware, consumers. This is not an infrequent occurrence according to forums and Sneak Peek is almost impossible to get in touch with.

    • Initial Complaint

      Date:10/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a SneakPeek Gender Test (the fast track option) on October 16th, 2024 around 1:30pm. This company claims that fast track orders placed before 2 pm will be delivery within the next day. Today, October 18th, at 6:30 pm. ***** says they dont know when it will be delivered, they claim they attempted to deliver it one hour ago but I have been home all day and nobody has been here. I still dont have my test. I tried to contact the customer service yesterday and so far, nobody has responded to me. Clearly, I wont have my results within 72hrs as they promise when you purchase the fast track option.I am frustrated and disappointed. No pregnant woman needs to go through such stress and anxiety. At this point, I want a refund and this company doesnt even have a phone number that you can call to seek resolutions. I dont know when my order will be delivered and I had plans to share the results with my in laws over the weekend since they will be visiting town, which wont be possible. I feel that I trusted a company that is clearly not reliable and doesnt respect the consumers (mostly pregnant women). The way this company is conducting business seems fraudulent and unethical. I have never had such experience with any other company.

      Business Response

      Date: 10/29/2024

      Dear Ms. ***************** deeply apologize for the frustrating experience. I see that you reached out about your missing results on 10/17/24, and our customer care team has sent over a new postage to print and use for the return for a full refund. 
      We apologize again for the disappointing experience understand this is an important time in your life. We are happy to help.


      Sincerely,


      ***
      Senior Manager, SneakPeek Customer care

    • Initial Complaint

      Date:09/20/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I sent my Sneak Peek gender test in the mail on 9/10. **** tracking showed it arrived at 10:30 AM on 9/13. I never received an email confirmation that they received the sample or my results and it is now 9/20. I reached out through the customer service twice, but still have received no emails or response since I sent the sample in. I would like to request a refund since it looks like I am not getting any results or response.

      Business Response

      Date: 09/26/2024

      Dear Ms. ****** ********,

      I deeply apologize for the frustrating experience. I see that you reached out about your missing results on 9/16/24 and 9/18/24, and our customer care team attempted to send a response on 9/18/24 and 9/19/24, however, your email provider sent us a few automatic responses indicating our response was not delivered. The message read: "This message was created automatically by the mail system. A message that you sent could not be delivered to one or more of its
      recipients. This is a permanent error." We apologize again for the disappointing experience, and we are still very happy to help! We kindly ask if you may email us from another email address.

      We're so sorry for the delay, we're working through an influx of messages as quickly as we can. We see the SneakPeek Lab sent your test result to the email on file, but that the email dropped. This can happen for a few reasons, but the most common we see are:

      The inbox could be full (we particularly see this with iCloud emails)
      The content of the message could have filtered out of your general inbox
      The results email could have previously unsubscribed from SneakPeek updates
      The results email entered at activation could have included an error
      There could have been another type of server error

       

      Sincerely,
      ***
      Senior Manager, SneakPeek Customer care

    • Initial Complaint

      Date:09/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered sneakpeek standard on August 27th with the expectation wed have no problem receiving results by the time our gender reveal was scheduled on September 15th. I didnt received the test kit September 4th and got the kit back in the mail on September 5th and was received in their facility on September 11th with guaranteed results within 24 hours of receiving we are saddened and frustrated that we still havent received any emails and have people who traveled from out of town to be at our gender reveal and now wont be able to experience that with us. Extremely irritated and had high hopes with this company based off previous recommendations.

      Business Response

      Date: 09/20/2024

      Dear Ms. **************** deeply apologize for the frustrating experience. I see that you reached out about your missing results on 9/12/24, and our customer care team sent you a link to re-complete the barcode activation step to receive your results shorty after on 9/16/24. These results were successfully opened on 9/17/24. 

      We apologize again for the disappointing experience, and we are always happy to assist you any further. 


      Sincerely, 

      ***

      Senior Manager, SneakPeek Customer care

    • Initial Complaint

      Date:09/03/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Originally ordered a fast track gender reveal and received it on 8/26/24. Took test and mailed back same day. Paid for fast track. On 8/27 received email saying they received test and I would get an answer by 8:59pm that same day. No email ever received regarding results, but did received an email on 8/28 that they were sending me a new test. Received new test on 8/29, took test and mailed back same day (fast track again) On 8/30 I received email that they received test and I would get results by 8:59pm, but again no email came. I sent email saying I never received results. It is now 9/3/24 and still have heard nothing!!

      Business Response

      Date: 09/09/2024

      Dear ****************,

      I deeply apologize for the frustrating experience. I see we were able to resend results due to an email bounce as well as refund your order in full on September 3, 2024, due to 2 inconclusive results received. A Refund regarding order #****** has been initiated. 

      I am so sorry again for the disappointing experience.


      Sincerely,
      ***
      Senior Manager, SneakPeek Customer Care

    • Initial Complaint

      Date:08/28/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Monday 08/26 I did a sneak peek test with an ultrasound boutique by my house. I paid $150 for 2 day results and said I would receive the results by Wednesday between 4-8 EST. At the time I had not been receiving tracking updates from ***** and was worried that the sample would not/ did not arrive to the lab in time to receive the results by the promised date and reached out to sneak peek about my concerns and the urgency of needing the results. I received a email stating that the sample was received and a response by someone named ********************* who said that the sample was received and that I would receive the results by 08/27 between 7-11 EST. I explained to him that I had family in town that were leaving Thursday night and that I needed the results by Wednesday evening the latest. So I stayed up until 11:45 on 08/27 and didnt receive any results so I messaged sneak peek the same night. I have yet to hear anything from the employee and still have not received any results or update on the results. If I do not receive the results by Wednesday 08/28 as promised I would like a full refund of the cost of the kit plus the shipping, since I have stated I have a party planned for this evening and was expecting to receive the results by the time they were promised. Barcode C24032006224

      Business Response

      Date: 09/09/2024

      Dear ******************, 


      I deeply apologize for the frustrating experience or delay in customer care response. I see results were sent and should have been received on Aug 28, 2024 at 10:03 AM PST

      I am so sorry again for any concerns with receiving results.


      Sincerely,
      ***
      Senior Manager, SneakPeek Customer Care

    • Initial Complaint

      Date:08/05/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered sneak peek test on 7-17-24 Received on 7-22-24 Sent out on 7-23-24 Tracked and was delivered to company on 7-3124 at 9:55 am Have not received any results yet even though the website states standard test will receive results the following day its delivered. Ive sent 2 emails regarding the test and still have not received a response with both of those emails being sent last week. If I do not receive these results in 24hr I want a refund. Ive had a gender reveal planned for weeks now.

      Business Response

      Date: 08/09/2024

      Dear Ms ****,

      I deeply apologize for the frustrating experience. I see our Support team has been able to help apply a full refund to your order. We would have wanted this experience to have been smoother for you. I am so sorry again, thank you for giving us a try.

      Sincerely,
      ***
      Senior Manager, SneakPeek Customer Care

    • Initial Complaint

      Date:07/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My test had a 2 day shipping label I shipped it on Monday 7/8/24 and it didnt get to the facility until 7/11/24. I never received confirmation that the kit was received. When activating the barcode it errored out. I went to do it again and it said it was already activated. Ive had my gender reveal planned for my boyfriends birthday party tomorrow 7/13/24 and wanted to do the gender reveal then. I can see the package arrived 7/11/24. I reached out multiple times over email, ********* and Instagram and have not received any response. This first email was 3 days ago. No phone number to contact for issues? Absolutely ridiculous. Thank you for ruining the only pregnancy announcement I am able to have.

      Business Response

      Date: 07/16/2024

      Dear *********************************, 

      I deeply apologize for the frustrating experience. I see there was a delay with barcode activation which delayed results. It looks like you were able to successfully receive results on 7/12/24 with the help of one of our customer care advocates. 

      I am so sorry again for the disappointing experience but hope your gender reveal was still successful! 


      Sincerely,
      ***
      Senior Manager, SneakPeek Customer Care

    • Initial Complaint

      Date:06/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered this sneek peak for my daughter in law. We completed and shipped it back. We got the initial email saying it was received. Now we have heard nothing back no response and they are not responding to our emails. The phone number is very difficult to find I am unsure that any of the numbers are the actual phone numbers. All we want is the results of the gener test please.

      Business Response

      Date: 06/24/2024

      Dear ********************,

      I deeply apologize for the frustrating experience. I see that you reached out about your daughter in law' ********************************* missing results on 6/19/24, and our customer care team responded on 6/21/24 to apologize for the delay in the carrier shipping time and we are happy to offer a new test kit for any delay.

      We apologize again for the disappointing experience, and we are still happy to offer a new test kit or refund, we just need a little more information, we have responded via email today to assist you further as soon as possible! 


      Sincerely,
      ***
      Senior Manager, SneakPeek Customer care

    Gateway Genomics LLC is NOT a BBB Accredited Business.

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