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Complaint Details
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Initial Complaint
10/21/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have already received a refund about this issue from Ancestry, but i was also promised a free year to their best subscription worth $49.00 a month. I only received on month and i need the remaining 11 months. Thank you *****************
Business response
10/22/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 22, 2021
RE: ***************** -- 16047330
To Whom It May ********************* you for forwarding **************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
In order to further assist ************, we have reached out to her directly via email with details about her complimentary subscription.
If *********** has any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [email protected].
Sincerely,
Hal
Executive Response Team
AncestryInitial Complaint
10/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an Ancestry DNA kit and have not received the results. My husband sent his kit in and he was given a target date of October 11 to receive results but the results arrived a week earlier. I contact Ancestry about my results and they state that they will follow up with that ***** by sending a inquiry. I asked if there is a turn around time to provide information and they stated NO! YES, THAT IS RIGHT, THE INQUIRY HAS NO TIME LINE TO RESPOND. It could be tomorrow or a year from now. No set time line. I have paid for the ancestry kit and it was not on sale when I purchased it. I would like the results. I also asked about deleting old messages from my account and was told that I need the Ancestry App to do so and that the *** has more features than the website I access through ****** or chrome or Safari. That seems to rediculous!Business response
10/22/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 22, 2021
RE:********* ******* -- 16040294
To Whom It May ********************* you for forwarding Ms. ********* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
We sincerely apologize for any frustration Ms. ******* has experienced in regards to this situation. AncestryDNA test results are processed in a 6 to 8 week window from when the kit is received at the lab. Our records indicate that Ms.********* test was received on September 15, 2021. This would yield a target completion date between October 27, 2021 and November 10, 2021, although results may be posted sooner. Our records indicate that Ms. ********* sample is in the final stages of processing. The labs are processing samples as quickly as they can, and we can assure Ms. ******* that her test will be completed with the same care and thoroughness as every other AncestryDNA test.
We would like to offer a complimentary semiannual World Explorer Membership (a value of $149.70). Ms. ******* may use this subscription at any time.
To take advantage of our offer or if Ms. ******* has any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ************** or at [email protected].
Sincerely,
Hal
Executive Response Team
Ancestry
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Get a QuoteCustomer Complaints Summary
841 total complaints in the last 3 years.
280 complaints closed in the last 12 months.