Complaintsfor23andme

DNA Testing

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Initial Complaint
01/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a DNA kit as a Christmas gift for my partner. I paid $149. When my partner tried to register the kit and supply a saliva sample he was unable to on 23andme.com. He received error messages. He called them. The woman, who was very rude, told him the kit he had was already registered to somebody. I then got on the phone and told ************* that I purchased the kit as a Christmas gift. If this kit was unusable, please send me a new kit for my partner. She said she could not do that and somebody else would email me. It took 23andme three weeks to email me and a woman named ******** said they could not offer a refund or a solution. Before her email I ordered a second kit for my partner, paying $159 plus $10 shipping. My partner has since submitted this sample without any issues.
Customer response
01/24/2024
23andme sent me a notice today that they will refund my $149. Thank you for your help. You can mark this case resolved.

***************************
********************************
South *******
Initial Complaint
01/16/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a 23 and me kit for health information. This kit charges a one time fee with no additional charges. I purchased this service several years ago. I just received a $69 charge on my credit card. When I called 23 and me, they said this was for a membership. Apparently a membership gives you more information. I did not request an additional membership. I did not received any information from 23 and me prior to this charge about such a membership. As such, I do not want it. I called 23 and me and said to them I did not request a membership. They said they sent me an email about a membership. I did not receive any such membership emails. If i was to be asked whether I want a membership, via person or email, I would have refused. They have no right to add a membership and charge my account for something I didn't ask for. They further said the membership was non-refundable. When I asked for a supervisor, I was told there was none available but when I said I would wait until one was available, they then immediately put one on. They also refused to give me any names of the people who were speaking to me or their idenficiation number. Clearly they did not want me to be able to complain about them. This is fruadulent practice. I also tried to take my credit card number off of my account with 23 and me but it wouldn't let me do it.
Business response
01/26/2024
Hello,
We understand that you have concerns regarding your 23andMe+ Premium Membership. According to our records, an offer of 1 free year of 23andMe+ Premium was provided by our ************* team on December 21st, 2022, shortly after you purchased a chip upgrade. Please keep in mind that when you placed this order through the special link that was provided, you were required to agree to our membership terms. You can view these terms here: **************************************************************
Additionally, we can confirm a renewal reminder email with the subject line, "A friendly reminder about your 23andMe+ membership," was successfully sent to your inbox on November 22nd, 2023. However, it appears you did not take action on this membership before the renewal occurred.

We apologize for the frustration, but our team will not provide a refund for this annual membership and we will not make any exceptions. Please see our full refund policy at the following link: ***************************************************************************
Sincerely,
The 23andMe Team
Initial Complaint
01/04/2024
Complaint Type:
Product Issues
Status:
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.
I purchased three 23andme kits on September 28th for friends and family who were visiting from abroad. This is 4th kit I have purchased from them (email used for the order: ************************** The kits arrived after they left the country. We had to wait until they came back to use them 2 months later, but an elderly family member could not produce saliva for the test. I requested a refund for the $200 (the cost of one kit and the genetic analysis) minus the cost of the kit and shipping. Of note, 23andme did not incur in the most onerous part of the process, which is the processing of the sample, genetic analysis, and reporting. They denied my claim because I requested this after 30 days, as per their policy. There is no justifiable rationale for this strict policy, which is excessively time restrictive. There are no costs associated with a delayed refund request. Furthermore, I have explained the reason for the delay, which was associated with the gift recipients living outside the country. By facilitating this refund, 23andme would help extend the benefits of its services to a more diverse population, Hispanics in this case. Moreover, this shortsighted policy fails to see that policies such as this one will discourage other foreigners from purchasing their kits.In addition, I am a recurrent customer, having already purchased a kit for myself (account email ******************* If anything, I should get an exception due to this and my well-supported explanation of the reasons I had to not fulfill the return request in time.As. a side note, it took 23andmealmost a month to respond to my first email and I had to follow up on multiple occasions to finally get an answer: talk about demands on timeliness! They should answer customers faster if they are so strict with their time policies.The customer care representative who denied my request is *****
Business response
01/29/2024
Hello,
We're sorry to hear that your intended kit recipient was unable to produce enough saliva for our analysis. Please note that you are able to request a replacement kit free of charge to gift to another family member or friend.
From the information you provided so far, your refund was requested outside of our refund policy. Additionally, please keep in mind that our shipping timeframes are stated on our website prior to purchasing. You can review our refund policy in full here: ********************************************************************************;
Additionally, we understand that your relative resides in a country where we are unable to offer our services. The availability of our service in a country depends on considerations such as transportation ease and local laws about genetic testing. We do hope to expand to more countries but do not have a specific timeline for each country.
If you have any further questions about your order or would like to order a free replacement kit, please contact us at *************************************** or call us at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time. Please note that your replacement kit must be used in and returned from the country it was originally shipped to.
Sincerely,
The 23andMe Team
Customer response
01/30/2024

Complaint: 21099904

I am rejecting this response because the answer did not address any of the points I put forward. I believe the 30 day policy to return the kit is too short, especially since I explained the reasons for the delay. Although the gift recipient lives abroad, they travel to the US on a regular basis and I never asked for the kit to be sent abroad. I only asked for an exception to the 30 day return policy given the delays that come with such travel.
The kit is intact, so I dont understand why I am being offered a replacement kit.
23andme charged me for genetic sequencing, analysis and reporting which they have not provided. In essence, I paid $200 for an unused kit. The only reason they gave for such an egregious act is that this is their policy. Said policy is abusive of customers and unjustified. I now demand they change their policy.
I am a returning customer, having purchased ********************** services 4 times and expected a better response from the company.I will never again gift a 23andme kit to anyone else.

Sincerely,

**********************************
Initial Complaint
12/20/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I did not receive notification that the yearly membership increased from $29 to $69. I have canned more that 17 times in the past 2 weeks to get an explanation and refund of the difference. No one is able to help me. They say some one will email or call me back and no one has yet called me. There was no communication about a price increase .
Business response
01/26/2024
Hello ******,
Our records show that one of our supervisors responded to your inquiry on December 21, 2023 and was able to assist you with a resolution. If you need any further assistance, please don't hesitate in responding to your existing ticket or give us a call 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
01/26/2024
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,

*************************
Initial Complaint
12/06/2023
Complaint Type:
Product Issues
Status:
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.
I purchased a *** kit on 9/2/23 for $83.30 and the advertizing that was included for the product I purchased stated that certain *** features such as relative matching were included in my purchase. My sample was not processed until 10/10/23. However, during the intervening weeks, this company announced a data breach on 10/1/23. Their response to this breach was to disable all the *** features that were promised to me when I purchased the kit.I have contacted the company twice regarding a refund. The 2nd time I requested an escalation and received the following response from ***** on 12/6 "Thank you for your reply. You have already been escalated to the highest point of escalation, as I am a manager on the team. I would like to reiterate that your kit is not eligible for a refund since your sample has already been processed by our laboratory."They refuse to process a refund but I believe that I did not get the product I purchased. Perhaps pre-existing customers had access to the features before they were disabled but I have gotten nothing since the *** features for genealogy were the reason I purchased the kit. And I was caught in poor timing with features being turned off after I made the purchase but before I was allowed an account. Therefore, I feel they sold me a product that was not as advertised and should refund my money.
Business response
01/26/2024
Hello,
We don't currently have a timeline for when these features will become available. We sincerely apologize for any inconvenience this has caused. We will be sure to keep customers informed of any changes. Per our refund policy, your order no longer qualifies for a refund as your sample has been processed. You can view our full refund policy here: ***************************************************************************
You can also view our Terms of Service here: **************************************************************
Sincerely,
The 23andMe Team
Initial Complaint
12/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
23andme with Headquarters at ****************************************************************, phone ************ allowed a breach in security which unauthorized user(s) had access to my personal information and data, leaving my information available to hackers and scammers,
Business response
02/06/2024
Hello,
You can find more information about our investigation on our blog here: **********************************************************************************
If you have any questions or concerns, please feel free to contact us at ***************************************.
Sincerely,
The 23andMe Team
Initial Complaint
11/18/2023
Complaint Type:
Product Issues
Status:
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.
Never received test results. They have sent multiple replacement kits. The last one I never received any results for either . The news recently stated that they were selling peoples indentes. Their customer service ***** and you only get to speak to a foreigner that couldnt get the spelling the name because they barely can speak English/. I just want my money back or for them to provide the service they claim to offer. Also they may have my email as either ***************** or *********************
Business response
02/05/2024
Hello,
Our records show that one of our team members assisted you with a refund on January 9, ****. If you require further assistance, please respond to your existing ticket (#*******).
Sincerely,
The 23andMe Team
Initial Complaint
11/06/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
My wife and I signed up for 23andMe back in 2020. We utilized the 23andme+ subscription for the first year as it was included with our purchase. We have had nothing but issues since. in 2021 we forgot to cancel the subscription despite not utilizing the app. We realized that was our fault, cancelled and moved on. We were then charged again in ******************************************************************************************************* the ability to cancel anything. We were refunded and ensured the account was closed. We were now charged again today, 2023 for the $69 subscription fee. I reached out to customer service and spoke with someone name **** via chat. He was very dismissive and rude because he could not verify our account through the app chat so he said he would send an email with further instruction. Despite what I had said in my messages to him, his email was a template that basically just told us, sorry, no refunds. I let him know that this was ridiculous and has been going on for entirely too long to which he replied, again.. I would like to reiterate there are no refunds. Here we are out another $69 and have not logged in to this app to actually use in years.
Business response
02/06/2024
Hello,
We understand that you have concerns about the 23andMe+ Premium renewal fee for your account. Our records show that the membership for the account associated with your email address was canceled in 2021. This account contains only one profile. Please keep in mind that if you have another membership under a separate account, this membership must also be canceled within that account.
If you require further assistance with a membership for another account, please contact us directly from the account email address in question at **************************************** You can also call us **************. 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
Initial Complaint
10/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have tried to delete my date/****. through the website but it says it will only delete after you verify via an email they send after you request the deletion and I never received the email and I have called them and they say they will email me but never do.
Business response
02/06/2024
Hello,
Our records show that one of our team members was able to assist you on October 13, 2023. If you require any further assistance, please contact us at ***************************************.
Sincerely,
The 23andMe Team
Initial Complaint
10/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
23 and Me sent me two messages about a data breach. I tried to use 23 and Me in the past, submitted my DNA, then they couldnt get my user account to work. I got my money back, but not after they captured a LOT of Personal Identifiable Information even at the cellular level having taken my DNA with zero benefit returned to me. I instructed them to immediately destroy all data, digital and biological they have on me. They have apparently NOT done this and now my data has been breached as indicated by two emails (of two email accounts I originally provided them to try and get the original service working with them). They stole my DNA and kept it against my will and received likely monetary benefit from selling it in part or whole for research purposes or other monetization opportunities, and they DID NOT destroy any digital information I provided them. This is a breach of public trust and outright theft.
Business response
02/05/2024
Hello,
Our records show that you do not have a 23andMe account under the email address associated with your complaint. If you have any further questions, please contact us at ***************************************.
Sincerely,
The 23andMe Team
Customer response
02/06/2024

Complaint: 20730356

I am rejecting this response because:
It is clear 23andme is technically inept. I provided them MULTIPLE accounts to try an use their service. They took my DNA and never gave me access to the benefit they advertise. They could not provide me login credentials to multiple email accounts I provided. They claimed it was at my end - I have NO spam filtering and was still getting marketing emails to the same accounts they claim they could not provide me my password reset. NOW these accounts - unique to them like ******************************************* was one - is now on the dark web!
who knows where my DNA ended up and how it is being abused and not destroyed as I required given they never fulfilled their service and proved themselves unreliable.
Sincerely,

***********************
Business response
02/06/2024
Hello,
We would like to correct information provided in our previous response. Our records indicate that the email associated with your complaint is only associated with a demo account. This means that was not used to register a 23andMe kit. A member of our team will be reaching out to assist you with a deletion for this account.
If there is another email address that you may have used to register your 23andMe kit, please respond to the email from *************************************** so that we can further assist you.
Sincerely,
The 23andMe Team
Customer response
02/06/2024

Complaint: 20730356

I am rejecting this response because:

A demo account!? If I have to, I can pull the financial transactions.
Attached are some of the emails pulled from backups. Wasting my time while you ignore the issue:
why did you keep records on my PII and how has my DNA been used. You did not protect my emails and I have no reason to believe you protected my DNA.
I registered, received the kit, returned it, was notified my results were in. I tried to access it and was told my domain is blocking after creating multiple accounts to troubleshoot including a gmail account to rule out my domain. Money was transferred and when you could not deliver results it was refunded. This is what you now call a demo?
I asked for my records and PII deleted, DNA destroyed, and a list of who it was shared with (labs, etc). I was never provided such, but got spammed with privacy notice updates on multiple accounts (which I guess are all demo accounts?). Only to learn you had a data breach. So if you cannot protect my data how do I know where the very core of my being. DNA, has ended up in your handling of it?
*******************************************
****************************
***************************
************************
Were all used. I just received an email to the ******************************************* from a customer care agent. So obviously my domain still is not blocking your domain.
Sincerely,

***********************
Business response
02/06/2024
Hello *****,
So that we can better assist you, please respond directly to the email you received from our ************* team. We are unable to make changes to your account unless we are contacted by the account email address directly.
Sincerely,
The 23andMe Team
Customer response
02/08/2024

Complaint: 20730356

I am rejecting this response because:

Apparently 23andMe does not understand or is avoiding the actual complaint.

I am not a customer of **********************
I TRIED to be a customer in the calendar year 2018
********************** took payment from me
23andMe shipped a *** sample collection kit
I provided the sample and sent it back
23andMe notified me that the analysis was complete
23andMe could not/did not provide me with credentials to access my results
23andMe blamed their technical issue was due to my email / domain setup
                                                               i.      I do not block any spam or have any filters on email
                                                             ii.      I created multiple email accounts specifically for 23andMe to rule out issues with the existing account they were provided
                                                           iii.      I created a gmail account to rule out their claim it was my domain as the technical issue
After multiple attempts to resolve with customer service, they could not provide me a password that worked
I asked for:
                                                               i.      A full refund it was granted
                                                             ii.      Deletion of my email account and digital data OBVIOUSLY WAS NOT DONE
                                                           iii.      Erradication of my *** sample, data on it, and provide me with the list of entities that had access to it NEVER DONE
                                                           iv.      How the *** is being used in aggregated or other studies, or as a means to improve the 23andMe product since they have had access to it and could be monetarily and materially benefiting from it.

THIS IS THE COMPLAINT

              Items in the outline below under topic H were NOT DONE.   23andMe kept my information on file against my will and as a result this information was breached as a result of them not being able to secure their systems.

Given it is a matter of public fact that 23andMes data systems were compromised, they did not protect me as I requested years ago, I have no faith that they have, or are protecting my *** sample and the data associated with it. They did not provide me with evidence of its destruction, and if it was not destroyed (like my digital data was obviously not) how they are materially benefiting from having the sample, in studies, and product development, and who has had access to the sample or data about the sample provided.

23andMe failed to honor my requirements for terminating our relationship in 2019 and as such, my digital identity is now compromised.   23andMe had access to my physical identity through my ***, I demand to know how I am protected and how my *** has been handled you never provided the service I paid for, thus the refund of payment, but worse of all you never removed my information. WHAT HAS AND IS BEING DONE WITH MY *** AGAINST MY WILL.

THIS IS NOT A CUSTOMER SERVICE NEEDED ACTION, IT IS AN ACTION 23ANDME LEGAL OR LEADERSHIP MUST ACCOUNT FOR.   I WENT TO THE BBB TO RESOLVE THIS, YOUR CUSTOMER SERVICE REACHED OUT DIRECTLY AND IS JUST NOW OFFERING TO DELETE MY EMAIL ACCOUNT AND CLAIMING IT WAS A DEMO ACCOUNT NEARLY 4 YEARS LATER?   THEN WHAT HAPPENED WITH MY ***? ANSWER THE QUESTION.
Sincerely,

***********************

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