ComplaintsforAfrican Ancestry, Inc.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this dna kit as my husband wanted to locate what tribe in Africa he was from as he has direct descendants and a direct bloodline to family in Africa. We had previously done a ***** dna kit which showed a small percentage of European but most dna from Africa. $300 was a lot to pay considering similar tests are half this price but it was the only one I could see that can find this information out.The kit was sent off and we had to wait in excess of 3 months for the results, all we received was what looked like a home made certificate just stating my husband had European dna, nothing else on the certificate at all. We already knew this and have waisted $300 and 3 months to be told something we already knew.I have tried to complain to African Ancestry to get my money back but when speaking to them they try to blind you with the science of how they do what they do, then told me, you just dont understandThen they told me it was because my husband Carries a Y chromosome and we would need to keep on buying more dna kits from them, $300 at a time until we found someone with a different chromosome.So in actual fact this company should state this and that it may cost you $600, $900, $1200, or $1500 or more to give them what they need to test correctly.Felt like an utter scam and they do not clearly outline this. There is some basic blurb if you go on the full site but not when selecting this item from an internet search. Total waste of time and I am requesting my money back.

  Business response

  06/03/2022

  Hello *********,
  
  Were sorry to hear that you were not satisfied with your husband's experience and the information that you learned about your husbands paternal ancestry. We understand how frustrating it can be to receive a result you don't like, especially when you carry pride in being Black and knowing that you have a connection to the Continent.
  
  Though we acknowledge and sympathize with the anger that can be triggered from not getting what we hoped for, we will not be providing a refund.
  
  We have come to this decision based on the following:
  
  1.     Per our terms of service, we are not obligated to provide a refund once the samples have been received by our lab (Section 11a; www.africanancestry.com/terms-of-service/). The samples were received on 1/4/22 and the sequencing was completed on 1/25/22.
  2.     Per our terms of service, we promised to determine the ethnic origin of the DNA samples (Section 4b) but we did not guarantee an African result. Regardless of the result, we promised a standard report that includes a letter with analysis details, as well as a Certificate of Ancestry (Section 4c). These items can be found in your husbands online account.
  3.     We make it clear in the PatriClan product description (https://africanancestry.com/pages/patriclan-test-kit) as well as our FAQs (www.africanancestry.com/pages/faqs; Section About the Results #6), AND during the kit activation process, that there is a 35% chance that lineage will be non-African and that we do not provide refunds for non-African results. In order to successfully activate the kit and give our lab permission to analyze the DNA provided, you MUST state that you understand that possibility. *our husbands kit was successfully activated on 12/29/21.
  4.     Successful activation means that you accept ALL of the terms and conditions associated with the product.
  
  Its understandable that some of the details related to our process can make one confuse what we offer with what other company's offer as ancestral genetic testing, so wed like to clarify a few very important statements made in your claim.
  
  1.     We are not the same as ** *** ** and we do not analyze the same section of the DNA. They use autosomal DNA, while we look at mitochondrial DNA or the Y chromosome. Because of that fact, we focus on ONE line in your family tree and not ALL lines and we focus on the paternal or maternal origin and not the entire genome.
  2.     You mentioned that you already knew that there was European lineage in your husbands family tree and our test only confirmed what ** * ** told you from macro point of view. We provided a micro perspective by telling him exactly what line it came through.
  3.     Lastly, we are not trying to blind anyone with the science. The science is based in fact and objectivity. Its not a tool that we can wield or control to avoid being as effective as we possibly can in helping our customers understand their results. We explain the science to ground the information and help it make sense. The science is the backbone of the service we provide. *our husbands genetic code is what it is, and we have no influence on it but we do take responsibility for helping him synthesize the information in a way that alleviates confusion.
  
  Again, we can totally sympathize with your frustration.
  
  We hope that one day, you will see the value of knowing the details of the African diasporic ancestral journey no matter what you find. We are always available to help sort through the identity journey as it is a complex one with many twists and turns.
  
  Thank you for your business.
  
  Kindest regards,
  The African Ancestry Team

  Customer response

  06/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: You should make this clearer in the fact that you may have to do multiple tests through other members of your family at $300 each time before you could get what you need. You stated that you explain this on your website but this is not visible when selecting this product from a search. There should be a direct disclaimer wherever your product is listed to explain this. I am sure that you are aware, when buying something online people do not go to the company's website and read the whole site for each and every item they buy.

  You do not understand my anger or frustration as it is not you that purchased this as a present for your husband at Christmas only to wait months to be told something you already know. Not refunding the honest money I saved and paid shows that you do not care, it is not like I have purchased something and used it for months then wanted a refund. I purchased from you In goodwill and trust and got nothing in return. I feel like I have been scammed, you took my money to send a basic certificate to state something we already know, who in their right mind would be happy to pay $300 for this. It is a total fast, if you honestly sympathize like you say you should refund my money and not generate this basic template response which has probably been used for multiple other upset people. I am not and will not accept your response and I will fight this with whatever organization I need to in order for a satisfactory reply.

  Regards,

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

  Business response

  06/16/2022

  *****************,
  
  Even though we don't agree with your assessment of the situation and our intentions, we do care. As a Black business that experiences intense scrutiny every single day, we know we cant afford to be dishonest and/or unsympathetic to our customers and community. We have nothing to gain from your disappointment or frustration, but as an entity that functions as a business, we have to strike a balance between business and emotion. 
  
  We are crystal clear not on only our website, but in the kit packaging, our online portal, and other platforms that we cannot guarantee an African result.  In this case, our Premiere Customer Manager, took steps to explain the results in detail, and even when you aggressively rejected his attempts to explain all parts of the process, we still extended our assistance.
  
  And we will continue to do so because there is value in the information that your husband received, and our company purpose is to help transform the way Black people view themselves and Africa…and that doesn't require an African result.
  
  Again, we are sorry that your experience wasn't good, but we will not extend a refund.
  
  We hope that one day, you'll see the value in the information you received.
  
  Best,
  The African Ancestry Team Tell us why here...

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My kit from African Ancestry was purchased on February 28 for $320. Since that time, I have been receiving one issue after another: #1. The package never arrived, inquiring about the package, I was told I needed to contact a company called Route. When I contacted them, they told me I needed to file a police report that it had been stolen "how do I know it had been stolen or not delivered?"? I receive packages at that address almost every other day and have never had a package stolen or lost. In any case, after about two weeks, they decide to send another package (the package consists of only two cotton swabs and an envelope, so I have no idea why it took so long to resend it in the first place.) # 2: They sent me a return code that had already been used, and when I looked at the tracking number, it said that it had been delivered to their facilities while I still had it, so they sent me another one. #3 Package sent more than a month ago. It is still in transit. #4 I contacted Dishawn G**** about a refund several times but no response was received. #5 I sent them a *****, but I didn't receive a reply. #6 I believe the only way forward is to take legal action against them. This is the first time I bought something online and had to beg for a response, and they act as if they don't care.

  Business response

  04/27/2022

  Hello *** ********,
  
  We appreciate your feedback, and we are sorry to hear that your experience was less than smooth.  Though we can’t control the shipping carriers (USPS, ***) or the claim requirements set forth by Route, we understood how frustrating it can be to have delay after delay happen when one is starting this journey, and in an effort to show we understood, we provided you a refund for the full value of your order, including the premium paid to Route.
  
  Please find the attached receipt showing that we provided you a full refund on April 20, 2022, for the poor experience.
  
  We’d like to layout a snapshot of the timeline of events just to make sure we’ve addressed how things unfolded. This does not include the concurrent communications that were happening at the same time.
  
  1.     2/28/2022: Order placed for a MatriClan test kit + Route Package Protection
  2.     2/28/2022: Order left our facility via UPS (Tracking Information)
  3.     3/03/2022: *** marked package as delivered (Tracking Information – Shipment Progress Section)
  4.     3/04/2022 9:15PM: We received an email from you saying that the package was marked as delivered despite you not receiving it and you asked for our assistance.
  5.     3/05/2022 10:04AM: Our customer service team responded to your message with detailed instructions on how to file a claim with Route as per our FAQs (https://africanancestry.com/pages/faqs; About Your Order #6), we explain that if your claim is denied, we’ll replace the order OR 14 days after the shipment is marked as delivered. You viewed the message.
  6.     3/06/2022 10:17AM & 10:28AM: We received an email from you stating that you had not heard received a response from the “shipper or your company…” followed immediately with another email where you stated that you were “beginning to wonder if this was a bad decision to try using African Ancestry in the first place” and that “feedback is limited from both shipper and supplier”, despite the response we sent the day before outlining the next steps.
  7.     3/06/2022 11:26AM: Our customer service agent responded and explained, again, the next steps in great detail. She also escalated the issue to our Premiere Customer Experience manager, Di Shawn.
  8.     3/07/2022 12:56pm: Di Shawn sent you a message introducing himself and which point he started communicating via phone where he explained next steps again.
  9.     3/10/2022: You spoke with Di Shawn and he explained that Route had sent you an email asking for a police report based on the fact that in your claim you said the package was lost/stolen. Per their guidelines, a police report is required.
  10.  3/14/2022: We sent you a replacement kit before we reached 14 days post-delivery. It was successfully delivered to you the next day.
  11.  3/21/2022: We received another correspondence from you stating that the tracking number on the return envelope said the package was delivered even though you were holding the package in your hand. We shared your frustration about it and IMMEDIATELY sent you a new label via email.
  12.  4/05/2022 5:34PM: We received an email from you saying that the USPS tracking information said the delivery was delayed.
  13.  4/06/2022 1:41PM: Di Shawn responded with a clarifying question.
  14.  4/07/2022: You responded with “"At this point it is useless continuing with this. It's nothing but problems from the start”.
  15.  4/19/2022: You contacted Dr. ******* via ******* DM to “bring this to his attention” before you “filed charges” and that there was mistake after another.
  16.  4/20/2022: We processed a full refund.
  
  There’s quite a bit more, but I wanted to demonstrate that we did what we could to assist you despite the issue originating with the shipping carrier and though there’s always something we can improve on in our process, but you did not have to beg for a response. I can totally understand that it can feel that way when you don’t get the response you want or expect during an experience that doesn’t go as planned.
  
  Hopefully, in the future, you’ll find the value in learning where your maternal and/or paternal journey began genetically.
  
  We wish you the best!
  
  The African Ancestry Team

  Customer response

  05/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Even though I had to go all the way to the top for something that could have simply be resolved by a trained customer service agent, and as much as I would have like to know about my ancestor lineage, this poor customer service experience makes it highly unlikely for me, family or friends to ever try again. Hope they can find a better way to serve the black community and not being the stereotypical hype and trend with no substance. Your customers deserve better. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A paternal african ancestry dna kit was purchased for me as a Christmas present in December of 2021. I registered and mail in my dna test and received an email on January 4th, 2022 that the kit had been received. My results delivery date was provided to me between 3/1/22 and 3/29/22. I received an email around 3/22/22 that my "analysis is delayed", without provided an updated ETA. I contacted "customer service" via email and confirmed that my "results were delayed" and there was no ETA to receive my results. This to me is unacceptable and now seems like a scam. There is no telephone number for support, only email, and not being able to provide an ETA if the initial time frame is suspect to say the least.

  Business response

  04/30/2022

  Hello there,
  
  We are sorry to hear that your experience did not go as smoothly as we had hoped.  Despite the experience and perception of our customer service team, we stand by the fact that we NEVER find it acceptable for the process to not go smoothly and we gain nothing from things not going as planned.  Thankfully, we were able to deliver your results to your online account on 4/19/22 and as of today, we know that you were able to see your results when you logged into your account on (and possibly before) 4/26/22.  We are happy to know you now know where your paternal lineage can be found.
  
  Wed like to address a few of the details that youve asserted about our company, as we completely understand the frustration and we happily receive your feedback related to our communication of things such as delays, and weve made the necessary changes to avoid these kinds of experiences going forward. However, it is necessary that we address some of the untrue parts of your statement.  Screenshots and relevant links are provided.
  
  Our customer service team is very real and dedicated to serving as not just agents but advocates for our customers as this topic of identity is a very sensitive one, especially for our customer base.  With that said, on 3/22/22 (ahead of the estimated due date), you did receive a message letting you know that your analysis would be delayed due and that our Science Team is requesting more time.  It is fair of you to say that it we should provide an estimated ETA.  We do state in our terms and conditions, that contractual delivery times but anticipated dates for supplying Reports are approximate only (https://africanancestry.com/policies/terms-of-service; Section 6B).
  
  You spoke with our wonderful team member, *****, on 3/25/22 and she did confirm the delay, for which you gave her a poor rating despite her not being on the Science team.
  
  In an effort to give you more personalized attention, our Premiere Customer Experience manager Di S**** sent you an email to provide a more detailed explanation.  Though you viewed his message, we never heard back from you. On 3/28/22, Di S**** called you in an attempt to help find an immediate resolution.
  
  Your statement, There is no telephone number for support, only email is untrue.  Our phone lines are open Monday-Friday 1pm-4pm, the information on posted on our website at the top of our Contact Us page (https://africanancestry.com/pages/contact-us).
  
  Again, we understand your frustration and receive your feedback, but we are not a scam.  Its unfortunate that we are labeled as such because a customer didn't readily see our contact information nor did they ask for it during the confirmed email exchanges or respond to a call from us.
  
  We are grateful for you being a part of the African Ancestry community and that the person that purchased the kit for you thought our product valuable and gift worthy.
  
  We will not be providing a refund for the following reasons:
        Section 6 of our Terms of Service that states, in part, Delay in reporting will not entitle the Customer to terminate the Contract in whole or in part.( https://africanancestry.com/policies/terms-of-service)
        Section 11 of our Terms that states, After the Company has received the Customers DNA sample, the Customer is not entitled to cancel the Contract. ( https://africanancestry.com/policies/terms-of-service)
        You are not the original purchaser of the kit
  
  Even at this juncture, we are still happy to be of service to you and provide assistance with learning more about your lineage now that you know where you're from, and we hope that you decide to engage with our large community of test takers to hear about their firsthand experiences.

   We are happy to provide additional attachments and screenshot of our communication.

  We wish you the best,
  
  The African Ancestry Team

  Customer response

  05/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to find out my African Heritage/Tribe I got a certificate that said my MT DNA was European. I am 86% sub Saharan African I am not Caucasian but according to them I am. I want a refund ($300). They are scamming Black people who are trying to connect to their heritage.

  Business response

  02/18/2022

  Hello there!
  
  Were sorry to hear that you arent happy with your results.  We understand that anything related to identity is sensitive and it should be treated with care and respect.
  
  Upon looking at our records, we see that when you activated your test kit on 10/3/2021, you acknowledged that there is 8% chance that your maternal lineage might not be found on the continent of Africa.  Activation could not be completed without that acknowledgment being accepted.
  
  Also, on our website, we explicitly state in the MatriClan product description that Ninety-two percent (92%) of the people who take this test receive an African result. There is an 8% chance that your result will not be African. Please see the attached screenshot or go to ****************************************************.
  
  We also state in our terms and conditions that we do not provide refunds once the samples have been received by our lab; your samples were received on 10/8/2021 and the result was delivered on 11/19/2021. This can be found at ***************************************************** ******* ***.
  
  Last, our test is completely different from the one that gave you the 86% sub-Saharan result. Our scientists do not look at your entire DNA make up; they look at one line at a time, and in your case specifically, they analyzed your maternal line.  The sub-Saharan ancestry that you pointed out in your complaint reflects a portion of your entire genome and makes no distinction between maternal or paternal lineage.
  
  We are sorry to hear that you don't find the results of your test to be valuable. We hope that one day you accept our Premiere Customer Experience managers offer to help you better understand your result. (Screenshot attached.)
  
  We will not be offering a refund at this time.
  
  Thank you,
  
  The African Ancestry Team

  Customer response

  02/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have tried calling them and emailing this company even doing the call back requests and they have not called me back or emailed me. Majority of my blackness comes from my moms moms side of the family. My dads mom was white my moms dad parents were native and Irish and black.  My moms side have the most African so this answer is not sufficient its a cop out so they can continue to rob people like me who want to know their lineage. I will NEVER recommend this company ever. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a matriclan test kit, received it, sent off my sample and heard nothing back from the company for about 2 months. I reached out to get an update on the status of my DNA results and was told they never received my sample kit. The option presented to me for resolution was to spend an additional $100 for a replacement test kit when I spent $300 and did not get the product that I paid for. I declined and requested a refund and was told that they could only refund me $200 of the $300 I originally paid them. I requested a full refund as they misplaced my sample and never provided what I had paid for originally. The customer service reps stopped responding on my ticket and a letter I emailed and sent via ***** to the CEO have gone unanswered. This is my final attempt to recover a full refund.

  Business response

  01/20/2022

  Hello ********************,
  
  We are sorry to hear that you feel this way and that you've chosen to end your journey. Its unfortunate that your experience has come to this place. It is always our goal to operate in excellence, integrity, honesty, and compassion. What we as the African Ancestry team share is a common desire that every person of African descent is reconnected to their roots and that every one of our African Ancestry family members can share in the hope and excitement that comes from knowing who they are.
  
  We are more than happy to address a few points that you raised in your complaint, as well as some that you did not. Everything stated below is supported by the attached screenshots of our email communications as well as various places on our website.
  
  As you stated, you did in fact purchase our MatriClan test on July 23, 2021 and it was successfully delivered to you. You stated that you sent off your sample and that you never heard back for about two months; you did reach out to our customer service on November 1, 2021 to inquire about that status of your results. Upon investigation and after a few emails back and forth, we discovered that you could not provide the 7-digit kit id number that was assigned to the kit you purchased because you thought that you threw the packaging away. Within that email exchange, you were made aware that we cannot provide ANY information about your specimen without that kit number. Once it was clear that we couldn't use the kit id number, then we went to the next step and tried to find your online account. In one of your earlier messages in thread, you stated that you thought that you had activated. When our customer service teammate was unable to locate the account based on your name and/or email address, we let you know that the kit had not been activated.
  
  You were not told that we never received your samples; there's no way we could have known that they were never received because you could not provide a kit id number nor had you activated the test kit so that we could assist you in tracking it.
  
  Because we know how important this information is, instead of enforcing the section of our terms and conditions that states, After the Company has received the DNA sample, the Customer is not entitled to cancel the Contract. (Section 11a Terms of Service) or pointing out the FAQ (About the Test #3) on our website that states that a lost kit id and/or incomplete activation will not warrant a refund, we extended a policy we introduced to give customers the chance to continue the journey or to receive a partial refund if they wish to stop due to lost information. The policy was created to keep customers from experiencing a total loss due to what could be an innocent mistake. You declined both offers and continued to request a full refund.
  
  When we declined, you chose to file a chargeback with ******. By your own admission, it was declined. You continued to reach out to us via email while ****** was making their determination; we continued to respond to your messages.
  
  Numerous times throughout the interaction, you stated that we never told you that you needed to write down the kit id number. Though we never said that explicitly, we do explicitly say that you must activate your test kit before you send your samples in. Kit activation frees you from having to remember the kit number because it would appear on the dashboard of your account.  The first step on the test kit instruction card included in the original packaging states Register Your Test Kit and just below that it says You must register your kit before shipping your swabs to us.  This instruction card is attached to the flap of the envelope that your sent off your sample in. The card must be detached before the envelope can be sealed.  As an additional note, the kit id number is listed on the instruction card, as well as three (3) places on the sample return envelope as well as on the outside of the black envelope that your test kit components came in.
  
  These details are also listed in the MatriClan test product description on our website.
  
  You also raised a detail about your experience as an entrepreneur that consults for other business owners and accused us of trying to blame our negligence on the customer. That is untrue. We understand that its easy to misplace information like a kit id and sometimes customers, in their excitement, will miss the instructions and tips we give to make their experience a smooth one. Its not an issue of blame for us. We simply see our customers as partners in this experience.
  
  Last, despite you repeatedly reaching out to our president via LinkedIn even after the options for resolution were exhausted, our Premiere Customer Experience Manager called you in good faith, on January 13, 2022 per your request for a manager to call, you still declined the two resolutions we offered.
  
  We are still willing to process a partial refund.
  
  It is unfortunate that youv'e chosen to not find out where your maternal lineage could take you, but we respect your choice.
  
  Be well,
  
  The African Ancestry Team
  
  www.africanancestry.com

  Customer response

  01/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of a partial refund is satisfactory to me. In response to the points raised, I want to point out a few things: 

  1. At no point during my discussions with representatives from African Ancestry were these terms that were referenced ever pointed out or mentioned to me, even though I asked for them. Had they been, we could have probably arrived at a resolution to this issue much sooner. Not even the Premier Customer Service rep took the time to point out these terms or tell me where they could be found. With matters such as these, it is always best to lead with the official company policy. I wouldn't have

  2. The instructions for the test kit activation should be front and center in the packaging so that customers do not view this as optional. I've done tests from ******* and ********.com and never encountered a scenario like this. I think the company should rethink how it provides this information so that customers make this their primary responsibility prior to submitting their samples. Maybe having a sticker on the tube that says, "Please Activate Your Kit ID Before Submitting Your Sample" or some other verbiage to this effect.

  3. I appreciate the company making the partial refund offer available even though a full refund would have been preferred. Again, had the terms been provided up front and this situation been dealt with more carefully, I would not have had to file a complaint. My recommendation is for the company to rethink how it handles these incidents because my scenario wasn't the first and I'm sure it won't be the last.

  Thank you for our attention to this matter.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a matriclan kit from this AfricanAncestry.com in March 2021. I am paying a total of $356.11 for it including interest through ******. The kit was $304.42. After I sent back my dna kit, I was promised that I would receive my results within 10 weeks. I missed a step and I did not activate my kit. I found out that this step in the process was vital to getting your results in the time that was given. After that time came and went without my results, I contacted  AA through email. This is when I was told about my kit not being activated. The problem that I have with this is if I had not contacted AA, how long would it have been before AA would have contacted me to let me know that I had missed this important part of the process? Once I got this information, I found the activation code and I immediately activated my kit. I was then given a new date (Aug 5)as to when I would receive my results. Between the correspondence with the AA reps through email and the conversation with an AA rep over the telephone, I was left with feelings of distrust, frustration, and a huge lack of confidence in any accurate/true results that I would receive. I spoke with an AA rep on Aug 3. I had tried on several occasions to get in contact with someone from this company before this date. It was only when I sent an email requesting a refund that someone from AA tried to contact me. I indicated to the AA rep that I no longer trusted the process. The only resolution at this time that I wanted was a refund. I stated on several occasions through email and on the telephone that I wanted a refund. I was constantly being told that I was confused about the process. I am in no way confused with the process. I am so disheartened and I truly feel as though I have wasted my money. I wanted so much to believe in this process only to be left feeling as though I have been scammed. The kit results are available now. I have not opened the document because it means nothing to me now.

  Business response

  11/08/2021

  Hello ****************,
  
  We are so sorry to hear that you feel disappointed in your experience.  We are never happy to learn this kind of news and even more unhappy in knowing that your journey was less than exceptional.
  
  We understand that when a step is missed in a process like ours, it can cause frustration in terms of the resulting delay in receiving the results.
  
  On our website, as a part of the MatriClan product description, we explicitly expressed that the test kit must be activated as our results are delivered digitally. (ttps://africanancestry.com/pages/matriclan-test-kit)
  
  At the time of your purchase, our test kit included a 5x8 instruction card. Step 1 on that card is activate your test kit and it reflected a unique activation code and kit id number combination to be used for successful activation (image attached).
  
  According to our records, we sent an email notification that your kit needed to be activated on 3/26/21, two weeks after your samples were received by our lab. In that email, we also stated that the results would be ready 6-10 weeks from the activation date. It is possible that the email went to spam/junk.
  
  On 5/27/21, our customer service agent alerted you to the incomplete activation when you reached out and after verifying security information, she sent you the activation code directly from our online portal. You successfully completed the activation, which provided our lab with expressed consent to process your samples.
  
  Though you feel a lack of trust in our process, we stand by it as we've taken steps to protect our test takers identities by only using a 7-digit number as the only identifier that our Science Team and lab use to identify the samples and sequences, they are processing.
  
  We will not be able to offer refund per our terms and conditions (Terms of Service, Section 11a).
  
  No matter what, we do appreciate and value you. We hope that you will eventually come to see how important and invaluable this information is. Your account and results are still available for you to access so that you can learn about where your lineage originates.
  
  We wish you the best,
  
  The African Ancestry TeamTell us why here...

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am posting the letter that I sent to African Ancestry on August 16, 2021 which they have totally ignored:*********************** /***************************, African Ancestry, Inc.,***********************************************, Washington, DC *********** Re: Refund for PatriClan Test $300 I have a paper trail of emails back and forth with your Support Department.  I have all of the necessary documents I need to bring a lawsuit if needed, which would be for a whole lot more than the $300 refund. However, I am hoping it will not come to that. When I initially requested both the MatriClan and the PatriClan test kits, there was nothing on your website that said the PatriClan was for male testers only. This was put on your site after the fact. Had it been there or I had seen it, I would not have ordered it. Notwithstanding, this makes no sense since my father also had a mother, so he has both an X and a Y chromosome. Be that as it may, I was given the runaround throughout the whole process, from having to send in another test, having my account disappear, then the account reinstated, then told on two different occasions that my PatriClan results were ready, where I was unable to download it, then my account disappearing again. Finally, when my account was reinstated, the PatriClan results were exactly the same as the MatriClan. At no time through this process did anyone state that the PatriClan was for male testers only. I already had my DNA tested previously. As associate of mine recommended your company. When I researched, I found both of you and saw your pictures on the site. The $600 was a large investment for me; however, I patronized and supported you because of who you are. I did not really need the tests. Be that as it may, I expect to receive a product for which I have paid. I am on social security and just work through my nonprofit. My goal was to recommend your company and services to others. Please refund to me the $300 for which I received no product. Enclosed is my invoice.

  Business response

  11/05/2021

  Hello,
  
  Were sorry to hear that you feel this way about your experience. It is never our hope or intention to have your journey take a turn away from the excitement of finding out who you are.
  
  In your initial purchase, you ordered one of our MatriClan (https://africanancestry.com/pages/matriclan-test-kit) test kits and one of our PatriClan (https://africanancestry.com/pages/patriclan-test-kit) test kits, and in the MatriClan product description, there was the statement Female and  & Male Test Takers, to highlight that everyone can take that test, while only people with a Y-chromosome can take our PatriClan (https://africanancestry.com/pages/the-science).
  
  Though our website has been updated, there has always been a note in the MatriClan test description stating that our MatriClan test is for both men and women.
  
  During the process of your successful kit activation for both of your test kits on 1/17/21, there was a required acknowledgement of our terms of service that you accepted, which stated that female test takers do not have the necessary DNA to successfully complete our PatriClan test.
  
  It appears that our lab automatically switched your PatriClan to a MatriClan after a recollection was triggered by the first set of samples you submitted failed on 3/11/2021 due to the lack of a Y chromosome, for which we provided you with new swabs that you sent back.
  
  We apologize for the confusion. We have processed a refund for the price of your PatriClan test kit based on that confusion (screenshot attached).
  
  We will not be able to process a refund for the MatriClan test kit per our term and conditions (Section 11a).
  
  Though we never want the experience to turn out this way for any of our family members, it is our hope that you still find some happiness in knowing where your maternal roots are located.
  
  Thank you,
  
  The African Ancestry Team

  Customer response

  11/09/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a kit on June 26, 2021. The company shipped the kit June 30, 2021. I registered my kit and continued to check up on my results and nothing. I called and emailed the company, no reply until last Thursday (9/23/2021) my results were supposed to be in between 9/4 and 10/4. Just received an email today stating the results or analysis are delayed!!! Im beyond over this companies false narrative. I truly wish there was another company out here like this that was actually trustworthy!

  Business response

  10/06/2021

  Hello,
  
  We are sorry to hear that you feel the way you do about your experience and our company. We never want the journey to become less than excellent as we pride ourselves on the work we do to reconnect and restore lineages that have been lost to our people for hundreds of years.
  
  Although we know that its never ideal to receive news that your results wont be ready within the timeframe reflected on your account dashboard, that timeframe is in fact an estimate.  As outlined in your complaint, the last date in the estimated timeframe has passed, and at the time of your complaint and this response, we are only four days beyond that date (due date range 9/4/21-10/2/21.  We are working diligently to deliver your results as soon as possible.
  
  When you emailed us on 9/23/21 at 1:06PM, we responded on the same day, 17 minutes later at 1:23PM (see attached screenshot).  An email alerting you to the delay was sent on 9/29/21 to let you know that a delay is likely.
  
  We are unable to process a refund at this time, based on sections 6 and 11 of our terms of service (https://africanancestry.com/policies/terms-of-service).
  
  Though you may feel differently, we stand by our commitment to having Black people see themselves and the continent of Africa differently. The African Ancestry team, though small staff-wise, we are comprised of people who are full of integrity and hold a true passion for serving Black people globally, and though we hate for missteps in the process to create less than favorable outcomes, none of our narratives around our mission and purpose is false.
  
  We hope that you are able to still see the value in learning where your maternal lineage originates once your results are delivered, and that you are open to joining the African Ancestry community of thousands whove been reconnected to their lost histories.
  
  Best regards,
  The African Ancestry TeamTell us why here...

*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. ↩