ComplaintsforDante Labs Inc.
DNA Testing
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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I found the company on safari. Hired them and paid a total of ******. The website promised info in 6 weeks. I am very ill and Dr. said to get a dna test. The 1st kit had no return label. Took weeks for contact (no phone # avail.) got new kit, stuck myself (causing pain) which was required. Sent sample back Nov. 1st 2023 (still have ***** receipt) Until about March 2024 my dashboard said awaiting sample I kept trying to contact them and nothing! Went to my bank to have charges reversed. Bank contacted Dante re no service given for paymt. Got full refund from my bank in late April, as Dante never responded to the bank either.Initial Complaint
05/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On August 31, 2023, I purchased two MyGenome Sequencing Kits for my wife and daughter, totaling ****** euros (Order # ********). At the time of purchase, Dante Labs explicitly committed to an 8-week Turnaround Time, as evidenced by the order confirmation.I promptly sent both kits (Kit numbers - ******** and ********) to Dante Labs for analysis, and the status of both kits was updated to "We received your kit" on September 13, 2023. However, despite this initial acknowledgment, no further progress was made for over a month.On October 23, 2023, the status for both kits was updated to "QC completed," indicating that the quality control process had been finished. However, since that date, there has been no further update on the analysis stage, and both kits remain in this state.As the promised turnaround time of 8 weeks was not respected, I contacted Dante Labs for the first time on December 15, 2023, to raise a complaint. In response, I received a dismissive answer stating that they did not have an exact timeframe for the analysis, thereby confirming their breach of the commercial promise regarding the turnaround time.Subsequently, on February 13, 2024, I contacted Dante Labs again, this time requesting a refund due to their failure to fulfill their obligations under the sale agreement. Once more, I received a response indicating their inability to guarantee a timeframe for the analysis, with no mention of the possibility of a refund.Undeterred, on March 18, 2024, I made another attempt to request a refund from Dante Labs. Unfortunately, to date, I have received no response whatsoever.It is clear that Dante Labs has repeatedly breached its commercial promise to customers by failing to meet the promised turnaround time and failing to provide adequate customer service in response to complaints. Therefore, I am formally requesting a refund of the ****** euros paid for the MyGenome Sequencing Kits.PLEASE NOTE THAT THE ***** IS IN EUROS.Customer response
06/21/2024
Better Business Bureau:
At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.
Sincerely,
********************Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have purchased a *********** from Dante Labs on 12.29.2023 and they still did not deliver the service. Till 2 months ago they kept saying that they have lots of backup orders and would get back to me soon. Now since it has been over 5 months that I made the purchase, I no longer need their service and I have requested them to refund my money. They are not responding to my emails. Can you please help resolve this problem?Thank you.Customer response
05/31/2024
Better Business Bureau:
At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.
Sincerely,
**** ********Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have 5 pending DNA tests to send to the company, but we do not have an answer on how to proceed. They don't answer emails, and they don't have a phone number to solve this issue.Need the labels that did not come in the package.Initial Complaint
03/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In May of 2023 I ordered a Genome Sequencing Kit and 2 added tests from Dante Labs. My credit card was charged $472.00 on May 23, 2023. I received the collection materials the following week and returned them right away. My portal was updated in July to indicate that my sample had been been approved and was awaiting sequencing. Dante Labs advertises an 8-10 week wait for results so I expected my results by September. When I didnt receive any communication, I reached out on September 13 to inquire about my results. I was told that the lab was behind and I would receive my results soon. I have since reached out 6 more times and continue to be told that the lab is behind. When I requested a refund or immediate results, on Feb 7, I was told that my sample had been flagged for maximum priority. It is now March 10 and I have yet to receive any communication from the company. I have been waiting 10 months for results that were advertised to take 2 months. Dante Labs continues to send me marketing offers and continues to advertise an 8-10 week receipt of results.Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a genetic testing kit from Dante Labs on April 10, 2023. I sent it in in May 2023. It is now Feb. 29th 2024 and I have not yet received the results of my genetic testing kit. I contacted the company once through email to request an estimate of when I would get my results. I was told that they were very sorry and that they were very backed up. No estimate of timing was given.Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Good Morning,I ordered a DNA testing lab kit from this company on 2/13. I paid $349 by credit card. As it was taking exceedingly long to get the kit I contacted them. I was told I would be "prioritized" to *********. Still no kit. Still no information as to when I might be receiving it. Given what I subsequently learned about this company here and elsewhere I asked for a refund of my $349 on 2/21. They said "immediately." On 2/22 I was contacted to ask if I wanted a refund! I said "Yes." I was emailed that I had been refunded. Within 30 minutes I was charged another $349!Initial Complaint
02/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On May 5, 2023, I paid $299 to Dante Labs via their website (us.dantelabs.com) for full genome sequencing (order # ********). Within a day or two I collected and mailed them the requested blood sample. According to their website, results were expected within eight weeks of their receiving the sample. According to their online tracking, the sample was received, went through quality check but then nothing was ever conveyed back. Through multiple communications I have asked for updates or for the funds to be returned but have only heard assurances that they are "behind" and my results will soon be available. Now it has been over nine months and I am still waiting. I have a strong suspicion that Dante Labs is a scam.Customer response
03/13/2024
Better Business Bureau:
At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
02/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I submitted my kit in April 2023 with the promise of a eight week turn around time. It is now February 2024 and I still have not received my results. **************** is dismissive or does not respond at all. I have never been given an estimated time of completion for my kit despite reaching out multiple times. Not only can they not provide my results, they've been spamming me with test kits. 1-2 has been shipped to my house per month, yet customer support confirmed my sample was fine and in quality control months ago. Based on reviews it seems this company is doing this to all its customers.Initial Complaint
02/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear ***/*****,I am writing to file a complaint against Dante Lab regarding two purchases I made with their company. My name is *************************, and my contact information is listed above.On July 27, 2023, I made two separate purchases from Dante Lab. The first purchase was made through the ****** portal for a genetic test kit called Dantel Labs ******** Sequencing Tests. I paid $199 for this product. The second purchase was made directly from the U.S. Dante Lab website for their All Panel Packages, which included 125 reports analyzed. I paid $169.15 for this package.Despite making these purchases almost six months ago, I have yet to receive any results or communication from Dante Lab regarding the status of my orders. I have made multiple attempts to contact them via email, but have not received any response. Additionally, I have been unable to find a phone number to call for assistance.Upon further research, I have discovered numerous negative reviews online from other customers who have experienced similar issues with Dante Lab, including delays in receiving results and unresponsiveness from the company.Given the lack of communication and failure to deliver the services promised, I am requesting a full refund of $199 for the genetic test kit purchased through ******, and $169.15 for the All Panel Packages purchased directly from Dante Lab's website.I appreciate your attention to this matter and request your assistance in resolving this issue. Please let me know if you require any further information or documentation from me.Sincerely,************************* ************
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Customer Complaints Summary
51 total complaints in the last 3 years.
38 complaints closed in the last 12 months.