Complaintsfor23andMe, Inc.
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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/20/24 I received an email from this company stating they inadvertently charged my account too much money. Then they claimed they were unable to refund my original payment method but would instead give me a gift card. But of course, the people I spoke to on the phone said there was no live person I could talk to and that gift card discussion would take place via email. So, they take my money without contractual consent and then TELL ME how I am going to get a refund in whatever manner they think is good enough? This is illegal. I immediately cancelled all services with this company. I dont like a thief. Who knows if Ill ever receive a refund to the method of payment they took it from.Business response
06/24/2024
Hello,
A refund was issued to you due to an inadvertent system error relating to your 23andMe+ Premium Membership. An email was sent to you to retrieve your refund in the form of an electronic gift card as our attempt to refund your original payment method failed. You will have the following selection of brands to choose from when redeeming your refund:
- Amazon.com
- MastercardWe do appreciate your feedback, and have forwarded it to the appropriate teams. We will keep these comments in mind as we work to improve the 23andMe customer experience.
Please feel free to respond to your existing ticket (#*******)
Sincerely,
The 23andMe TeamCustomer response
06/26/2024
Complaint: 21876468
I am rejecting this response because you took money from my account and wont return it the same way. You didnt have permission to charge me twice for the same service. I want a refund to my original payment method, not a gift card to a place YOU designated. If I wanted a gift card, Id just go buy one.
Sincerely,
*****************************Business response
06/27/2024
Hello,
One of our supervisors has responded to your existing ticket (#*******) with an update on your refund request. Please locate a new email from *************************************** in your inbox. We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was not informed of the upcoming renewal . I reached out within 2 weeks of the charge was denied a refund, denied the opportunity to talk with a supervisor. I do not think this should be allowed to happen.I will not be using the service at all so they are just taking my moneyBusiness response
06/24/2024
Hello,
We understand your 23andMe+ Premium membership renewed and you are requesting a refund. We have reviewed your 23andMe account and can confirm a renewal reminder email with the subject line, "A friendly reminder about your 23andMe+ membership," was successfully sent to your inbox on April 28th, 2024. However, it appears you did not take action on this membership before the renewal occurred.
For your convenience, our team canceled your renewal for next year. You will retain access to the reports and features included in this service until the end of your billing cycle, which is May 27th, 2025.
23andMe+ Premium is non-refundable. Please see our full refund policy at the following link: ***************************************************************************Sincerely,
The 23andMe Team
Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 18th I cancelled my renewal as instructed by the company, but on May 18th they auto renewed my subscription anyway and refuse to issue any refund as they continue indicating I never cancelled, mean while I received a confirmation from their company stating the renewal was cancelled and no further charges would be done, I did not authorize them to charge me again. They refused to accept this error and issue a refund, this is Fraud.Business response
06/24/2024
Hello,
We understand that your 23andMe+ Premium Membership renewed and you'd like a refund. One of our supervisors has responded to your existing ticket (ticket #*******) on June 13, 2024 with information on your refund. If you require further assistance, please feel free to respond to your ticket and we'd be happy to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for a 23&Me membership in November 2023 for which I paid $29.00. It was set to auto renew every November for the same amount. In May I received a refund of my membership dues because of some class action lawsuit. I learned of this by contacting customer service. I was told that my membership would continue under the original agreements. However, I was charged on 6/9/2024 $29.00 for my annual membership. I contacted customer service who said I was charged a new membership due to the refund and was not willing to assist me with any further understanding. I never agreed to changing my membership status or due date and explained that I just wanted my membership to stay as it was previously. I asked to speak with a supervisor and was told that I could not speak with one. I am very frustrated with these continued issues with 23&Me making me feel uncomfortable about them having my DNA sample.Business response
06/14/2024
Hello,
We understand that you have questions about the recent transactions related to your 23andMe+ Premium Membership. A supervisor on our team has sent a follow-up email to your account email address on June 11, 2024 with further details. Please note that the email listed on this complaint is not your 23andMe account email. Please search the correct email inbox for a message from *************************************** dated June 11th and feel free to respond if you have additional questions. We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I do not want this service. They will not refund my money. They said they sent an **** saying renewL was coming up. I did not get an email. I do not want a renewL. I do not want this service. I just want my $69 back. I cannot even get in the site to cancel. I just want my money back.Business response
06/14/2024
Hello,
We understand that your 23andMe+ Premium membership renewed and you'd like a refund. A member of our ************* team has responded to your existing ticket (#*******) with more information. Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe Team
Initial Complaint
06/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Didn't know I signed up for annual premium account. I accessed my account for at least 6 months, if not closer to a year. 23andme emails goes to my spam. I saw the pending charge on my bank account on May 28. When I called 23and me, they said the premium accounts are not refundable and the transaction on their end processed on the 24th and they could stop the pending charge. There's no supervisor available to speak to. They said I'd get a response via email within 1-2 weeks. When there's no way to leave a review on their site, and their last review was from 4 years ago to me shows they are not providing the accurate and quality care they were once known for doing.Business response
06/14/2024
Hello,
We understand your 23andMe+ Premium membership renewed and you are requesting a refund. We have reviewed your 23andMe account and can confirm a renewal reminder email with the subject line, "A friendly reminder about your 23andMe+ membership," was successfully sent to your inbox on April 24th, 2024. Please check your email accounts spam filters and add ************************************* to your list of approved senders.
For your convenience, we have canceled your renewal for next year. You will retain access to the reports and features included in this service until the end of your billing cycle, which is May 23rd, 2025.
23andMe+ Premium is non-refundable. Please see our full refund policy at the following link: ***************************************************************************Sincerely,
The 23andMe Team
Initial Complaint
06/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They charged me for an annual membership without my consent and refuse to provide a refund. They are ruining their reputation as a reputable company, and are out for a money grab.Business response
06/11/2024
Hello,
We understand that your 23andMe+ Premium membership renewed and you'd like a refund. A team member has responded to your ticket (#*******) with additional information. Please locate a new email from *************************************** in your inbox. We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
06/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Did not receive DNA results that were paid forBusiness response
06/11/2024
Hello,
We understand that you'd like an update on the status of your sample. Our laboratory was not able to analyze your sample as they were unable to extract sufficient quantities of DNA. To clarify, our laboratory uses white blood cells that are naturally found in an individual's saliva to extract DNA. Due to biological variability, some saliva samples do not contain a high enough quantity of these cells for our technology to process. Our laboratory made multiple attempts to extract sufficient quantities of DNA from your sample until it had been completely exhausted.
There's no need to worry this problem is uncommon but it does happen occasionally. All you need to do is provide another saliva sample, using a new kit that we will ship to you at no charge.
We have enabled the ability to order a free replacement kit from within your 23andMe account. One of our team members has sent you an email with more information. Please locate an email from *************************************** in your inbox. You may reply directly to this ticket if you have any additional questions and we'd be glad to assist you.Additionally, we send notifications regarding your sample and account to your account email address. Please make sure that you are able to receive emails from ************************************* and ***************************************.
Sincerely
The 23andMe Team
Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My father in ****** was gifted a kit. After contacting 23andMe about how to mail kit, I was told my case was escalated for further assistance. After repeated questioning of my 14-digit-number in order to proceed with your kit , I provided the number. There was no further assistance . The only intervention was invalidation of the kit In order to comply with applicable laws. There was never any assistance nor options given. My grandfather has plans to visit the ** this summer but now the kit is invalidated. I hope this complaint can prevent customers from wasting their money and time they cannot get back. My grandfather has limited time to live. With better advertisement , or further assistance from 23 and Me, I could have had more information about his ancestry. Now the kit is invalidated and I may never know the details about his DNA.Business response
06/11/2024
Hello,
It was brought to our attention that your 23andMe kit purchased in ***************** was transported to and/or used in ******, where we are unable to offer our services. The 23andMe ************************ that *** be purchased through our US online store is only available for purchase in ***************** and must be used in, and returned for analysis from within, ***************** in order for us to comply with applicable laws. This is specifically addressed in the 23andMe Terms of Service, which customers must agree to in placing an order.
You can find the full text of our Terms of Service here: ******************************************************;
We sincerely apologize for any frustration this has caused so far. Our records show that one of our team members has assisted you with a refund. If you have any additional questions, please feel free to respond to your existing ticket (#*******) and we'd be happy to assist you further.Sincerely,
The 23andMe Team
Initial Complaint
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 27, 2023 I signed up for an account with 23 and me. In the confirmation it stated that I would be charged $29 as an annual renewal on May 27, 2024. I tried to call 23 and me before the renewal date as I was not able to access my account online last weekend. I received a notification from Paypal that I paid $69 to 23 and me. 23 and me claims they sent me an email *********************************************** $69. I never authorized them to charge me that amount. The agreement when I signed up was $29. I have put in a dispute to them and to Paypal and I am waiting to hear what ****** has to say. 23 and me refuses to rectify this situation.Business response
05/30/2024
Hello,
We understand that your 23andMe+ Premium Membership renewed and that you'd like a refund. One of our team members has responded to your existing ************* ticket with more information. Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe Team
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Contact Information
Customer Complaints Summary
244 total complaints in the last 3 years.
173 complaints closed in the last 12 months.