Business ProfileforNebula Genomics, Inc.

I ordered 30x WGS on Aug 13, 2023, and my sample arrived at their lab at Sep 6. I followed all the instructions for sample collection correctly and did not make any mistakes. However, after reaching out to the custumer support several times, I received an email on Mar 7, 2024 (6 months later!) that my sample could not be processed because not enough DNA has been collected. I wonder how this wasn't noticed earlier... They sent me a new kit which I returned at lab after reading again twice all the instructions. Again, I did not make any mistakes and followed all instructions correctly. However, today I received another email that my sample could not be processed "due to poor quality and quantity of the collected sample by the customer". After reaching out again, they told me:"The lab determined that DNA was contaminated during collection of the sample, preventing it from being mapped to the reference human genome used. We waived the first replacement as a courtesy, the cost to replace the kit is $35 USD. We can only urge to you closely follow the instructions included in the kit. If you could please send your full shipping address, we can send a replacement kit out to you once invoice is paid."I understand that it can happen that a sample doesn't pass quality control even though it was acquired correctly, but I just can't believe that this happens twice. Nebula's excuses also seem to contradict each other. In any case, I didn't make a mistake and think that the problem must lie somewhere with the company.If they are really not able to provide me with my results using one of the two correctly acquired samples they already have, I would give Nebula a third chance if they send me a free replacement kit and process it faster. However, I'm not willing to pay another $35 for a service I've already paid for.