Complaints

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.

• Initial Complaint

  Date:10/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 DNA testing kit from Embark Vet to analyze my dogs genetics, including the Relative Finder feature that identifies close relatives such as parents and siblings. Both of my dogs biological parents are DNA-tested with Embark and have active profiles, yet neither was identified as a relative in my dogs results.I contacted Embark support multiple times to request a scientific explanation for this clear discrepancy. I specifically asked for a formal, written response from their science or quality assurance team and requested escalation to a supervisor. My requests were repeatedly ignored or deflected with generic answers about breed accuracy, unrelated policy explanations, and privacy procedures that do not apply.Embark has admitted in writing that true parentoffspring relationships should always appear in the Top 30 relatives, meaning this result contradicts their own stated standards. The company has refused to provide a documented explanation or error rate for such failures.I believe the companys advertising and customer communication misrepresent the accuracy of their Relative Finder feature and that I have not received the level of scientific reliability or transparency promised. I am requesting a formal written response from Embarks management or scientific team addressing this issue and explaining how their system could fail to identify known, tested parents.

  Business Response

  Date: 10/24/2025

  Hi *******,

  Thanks for your message and sorry to hear of your negative experience!

  We have followed up with you today, October 24th via email with further correspondence.

  Please review when you have the opportunity or reach out to ******************************** so we can resolve your concerns!

  Thanks,

  Embark Customer Support Team

  Customer Answer

  Date: 10/27/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:10/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They were evasive with me and not once did anyone call me about this issue. After reading reviews, this seems like a ongoing issue with this company.

  Business Response

  Date: 10/10/2025

  Hi ********,

  Thanks for sharing your feedback on your Embark experience. Your feedback is important to us and we'll further review your conversation to ensure that we can improve our protocol going forward.

   We are currently not able to offer live phone support but we will take this feedback into consideration as well!

  If you have any additional questions regarding your issue, please reach out at **********************************************************.

  Thanks,

  Xavier

• Initial Complaint

  Date:10/06/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Embark mixed up my dog's DNA test sample and refuses to refund me. I spent 6+ months trying to resolve this with them directly to no avail, so I am filing a complaint and formally requesting a full and complete refund of the cost I paid. This was pure negligence on their part, and Embark needs to take responsibility and refund me for this test, as the results were NOT for my dog.

  Business Response

  Date: 10/10/2025

  Hi ******, 

  Thanks for your message. 

  The screenshots provided show that you were able to make contact with our support team in March 2025 and have a discussion regarding your refund and potential swab mix-up concern. If you have any additional questions about the conversation, please reach out to us at ******************************** for more details.

  If you entered a chargeback for this purchase, you will need to discuss further with your bank for full updates on the status of the transaction.

  Please let us know if you have any other questions.

  Thanks,
  Embark Vet Support Team

  Customer Answer

  Date: 10/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  SUPPORT DID NOT REFUND ME. I AM STILL WAITING FOR THE REFUND FOR THE MIXED SAMPLE.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 10/17/2025

  Hi ******,

  Thank you for your reply. 

  We're sorry to hear you're dissatisfied in this case. To discuss the outcome of your case further, we invite you to contact us directly at **********************************************************.

  There, we would be able to further discuss the specifics of your case and explain the reasoning for the outcome.

  Best, 

  Embark Vet Customer Support

   

  Customer Answer

  Date: 10/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I HAVE REACHED OUT TO THAT EMAIL ADDRESS MULTIPLE TIMES AND NOT BEEN HELPED. I NEED A REFUND AND WILL NOT CLOSE THIS OUT UNTIL I AM PROPERLY REFUNDED. EMBARK MIXED UP THE SAMPLE AND NEEDS TO REFUND ME, SINCE THAT'S NOT EVEN MY DOG'S RESULTS.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an Embark Dog *** Test on 8-17-2025 through ****** and paid $139. I received the test and sent the swab back as instructed. I have never gotten the results which were suppose to be available in 2 to 3 weeks. There is not a phone number for Embark so I have emailed them numerous times. It appears to be an auto generated email and it asks every time I try to contact them to enter the *** test box number which I have done on 5 occasions. Plus I have sent in an attachment via email of my receipt from my charge card. They have not yet produced the results of the *** test as promised. It is frustrating to say the least. I have opened a dispute with my credit card company. I have tried chat and it is totally auto generated with no help. I have asked to speak to a live person. Again, auto generated that they do no understand my request.

  Business Response

  Date: 09/22/2025

  Hi *****,

  Thank you for contacting us here at Embark! 

  We received your support request via our webform on September 6th, ********************************************************* that conversation.

  If you have any further questions or concerns, please reach back out to us and we can make sure they are resolved for you!

  Thanks,

  Embark Support Team

• Initial Complaint

  Date:08/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Wrong product and it is impossible to cancel current order. No one is available on the phone you go to the chat no ones available there. Theres no way for you to cancel your order anywhere.

  Business Response

  Date: 08/21/2025

  Hi ****,

  Thank you for contacting Embark!

  We checked our records and can confirm that we received your support contact on Saturday, August 16th. The support team was able to resolve your issue that same day, canceling the order in question.

  Based on that conversation the issue has been fully resolved, but if there's any further questions please feel free to reach out to us at ******************************** and we are happy to investigate further.

  Thank you!

  Best,

  Xavier

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 breed test for my dog that came back wildly inaccurate. My dog is 25lbs and has a fully curly coat. The breed results I was given suggested he was a mix of 4, straight haired breeds, all of which are ***** lbs. I get that there is some inaccuracy but this is just ridiculous. I want my money back immediately.

  Business Response

  Date: 08/04/2025

  Hello ******,
  
  Thank you so much for contacting us here- it looks as though you are already in contact with our Customer Experience team. Please contact us there if we are able to assist further!

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  While many dog dna companies have a good reputation, I had a horrible experience with this ********** get the results of the dog DNA test the client must enter their email and access code onto the site. When I attempted to log onto the site it said my code was correct, but my email was wrong.I contacted the help form on the website. The "help" lady explained that an automated email was used to acess my account and because the account had already been used I could no longer see the results. Said person who logged in had used an automated email She explained. She said maybe one of my children? I didn't argue at first, but asked again for help to access the account again. She said the email had been auto generated. I don't even know what that means.She asked to speak with my son via email. But he said he didnt do it. She required him to email her give his name and address and access code to the site. He did. It wasn't enough because the email didn't match? No kidding lady because we didn't do it.I have an old dog. Everyone says they are not a complainer, but Im honestly not. The records of 20 or so emails will show that we never argued but nothing was ever done on her side. I felt like she was just trying to make me give up.Can you reset the account? No. Can we speak on the phone? No. Can you just send me my dogs results? No. I finally gave up. I assume she is not familiar with the company not involved with the inner workings or tech of the company. Maybe she can't fix it? I was very surprised that a manager never contacted me to set the situation right. It must be an automated company. The questions were so insane that I finally asked if she needed a ssn to get my dogs results, as a ******* fine with getting another test or a refund from the company. I just want to know about my dog. This cannot be a normal occurrence. Someone used the product before we got it.Thank you for your attention to this matter.

  Business Response

  Date: 06/02/2025

  Thank you for sharing your experience. We're truly sorry for the frustration this situation has caused. To protect the privacy of all customers, our policy requires that the original account holderor in this case, the person whose email was used to activate the testmust authorize any changes or transfer of access. As explained during our correspondence, we were unable to confirm authorization from your son, and without that confirmation, we are unable to release or transfer results.
  
  We understand how important this information is to you- please reach out to our support team directly so we can help resolve this to your satisfaction.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The business refuses to offer a refund on something it says is scientifically based. It's not scientific as their results are not even close to the other two tests I have done previously that were dead on.

  Customer Answer

  Date: 04/21/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Software is difficult and they refuse to speak to me in person and will not refund money. This could easily be resolved if they would just communicate with me.

  Business Response

  Date: 02/14/2025

  I'm sorry to hear about the frustrating experience. I see that you spoke to a team member via chat earlier this week. They tried to assist you with activating your kits, but in the end, you were issued a refund, as your requested. If you need further assistance, please feel free to reach out to our Customer Experience team. Thank you.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 genetic testing. Didn't tell me much about what I thought I would learn about my dogs coat. So I upgraded. Paid $40 and was told it takes 24 to 48 hours to receive. Results. Cool! But when I went to my dog's profile within the (same hour) I found this bogus report with a bunch a bull you can't prove or don't even need. They sent me an fabricated email stating my upgrade reports are almost ready. They pretended like they we're doing something in the lab while I was already reviewing the ** report they sent. What a fraud. They did an age test recall because the info was not matching previous dog records. I hop online to call them out and was met with more cover up and useless apologies. This company needs to be investigated. They have this chat only style of customer service where **** just copy and paste replys. Can't ever reach someone on phone. Buyers remorse for sure.

  Business Response

  Date: 01/29/2025

  I'm sorry to hear that you're disappointed with your experience. While we do communicate that Health and Trait results may take ***** hours to appear, they do sometimes take less time than that, which is why you saw them earlier than the communicated timeframe. The Health and Traits results that are listed in your account are indeed for your dog. If you have any questions about the results or need assistance interpreting them, please feel free to reach out to our Customer Experience team.