Complaints

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a DNA whole genome sequencing in Sept.2021 Activated on Sept. 14th and They received it on Sept 20th per email response.(Great news! We do see that your sample was received on September 20,2021. We are unfortunately experiencing some processing delays that have increased the expected time for sequencing.We currently anticipate a timeframe of approximately 12-14 weeks after your sample is received for results to be ready.) I checked back in Dec when I saw an update that it was at the Lab ,. Emailed them again to find out what the delay was and was given this "I do see that your kit sample was received at our lab on 12/02/21. This is when the processing time would begin and where the quoted times will originate." Where was it from Sept to Dec? I had requested a partial refund for the delay but never received a answer to that. Sent another request today (2/24/2022) Not sure if I was scammed or not at this point.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/06) */ This customer's DNA sample failed at the lab due to low DNB concentration. DNA samples fail at labs for many reasons and this is a part of any lab processing service. The lab notified the customer of this failure on 12/27/2021 and did not receive a response from the customer ( evidence attached to the best of our ability without providing personal identifying information). In addition, have notified the customer of this failure and offered to send a free kit to try again or a full refund. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one is able to provide proof to me that they sent an email to me. I requested Nebula Genomics to send proof but they only provided a generic email that did not provide a kit # or anything that states the info was actually for or sent to me. My kit is not registered with Nebula so not sure how my info is in their system. I stand firm that I was NEVER notified from Nebula or Sequencing (till this complaint) that my test failed. Business Response /* (4000, 9, 2022/04/19) */ I spoke with Connie on the phone and explained that when she ordered her kit the communication was confusing to our customers. I have apologized for the confusion and frustration she experienced regarding how she was told that her kit had failed. The customer's should not have any correspondence with Nebula and that process has currently been fixed. We use a third party lab and Nebula communicates with the lab directly and Nebula now communicates with Sequencing when an issue occurs rather than communicating directly with the customer. Our third party lab affiliation is explained at the time of purchase in our Terms and Conditions here********************************************************************************************* I have attached the email correspondence that was sent to this customer from Nebula as they have shared it with us. Nebula and Sequencing are separate companies and all I can go on is the screen shot they have shared. I have explained to this customer that currently there is no further communication with Nebula to avoid any confusion and frustration with our customers. You can see in the attached email that Nebula is asking the customer to reach out to Sequencing directly. She is correct in stating that until she filed this complaint Sequencing had not told her that her kit failed because it was understood to have been communicated to her from another party. Again, due to the overall understanding that the former way of communicating was not optimal we have changed this practice to reflect a better customer experience. This new practice was put in place approximately 2 months ago. I have communicated this update to the customer when I spoke to her personally on April 8th. At this time, she verbally agreed with me that she would accept a new replacement kit and move forward with continuing the sequencing process. At that time, a refund was also offered and can still be obtained. We can't offer a refund once the kit has been sent back to the lab however with a confirmation from this customer we can give her a refund if she is still unhappy with the way she was communicated with in the past. Consumer Response /* (2000, 11, 2022/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a kit online and they have not shipped my kit out and it has been weeks. They give me one generic answer via email and now they won't respond to emails or phone calls! They quickly took my money and stopped all forms of communication with me! Now I don't even want my kit and I want it canceled since I now don't trust this company to complete my dna samples in a timely manner.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/16) */ We have reached out to this customer via phone and text to let him know that his package was delivered on February 7th. All information regarding orders and tracking numbers are located in a customers account under Settings > Orders. In this location, the customer can view their tracking information to see when the kit ships and keep tabs on it as it is out for delivery. We did correspond with this customer via email on January 20th and let him know that the shipping was delayed due to the Omicron virus and again on January 25th to let him know that our fulfillment center was behind due to COVID related issues. The first week in February is when the fulfillment center caught up from having a staffing shortage due to the Omicron virus affecting many workers at the facility. Our shipping turnaround time is typically 2-4 business days notwithstanding an uptick in new variant cases from a pandemic.

*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. ↩