Michael T Ovp

You are stealing

you have charged my account in April after I have canceled twice. Even when I call to cancel they can't find an account associated with the debit card that you are charging me on. That is because I have canceled the account. I want the $ 99.00 returned to my account you had no authorization to charge me.
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Loss:
$99
Cons:
  • Terrible customer service i have canceled the account
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Sandra R Nyo

Too many glitches and the company is run by cowards

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Every week one of the features wouldn't work or you can't access your trees. The DNA is a joke and it continually changes.

Unless I was switched at birth the DNA does not resemble how it should actually layout. Seeing as I am the spitting image of my mother and siblings I think it's fair to say that I remain unswitched at birth.

Customer service is terrible and the information you get from the options is so generic that it isn't worth gathering.

Oh, but for a hefty sum you can access more details by subscribing to other sites that apparently work in conjunction with Ancestry.Com.

After 10 years of this nonsense the final kick in the rear to get off their subpar services is when I saw that they had pulled their ads from conservative sites in deference to the liberal outrage manufacturing machines. Good riddance Ancestry!

View full review
Loss:
$1500
Cons:
  • That they are a subpar service that kowtows to bullies
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Alfred M Zdj

Continues to lose photos and data

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Here I am, again, asking what is happening to the photos I have posted in my family trees? I have be a long time member of family tree and now ancestry.com. I have researched and posted family archives since early 1980’s and 1990’s, With both family tree and an ancestry.com however most of my older family photos have disappeared and I continued to Disappear throughout the years, to the point where I no longer have confidence in family tree or ancestry.com and refused to even participate. Most of the older pictures that I have posted are no longer available to me as they were uploaded iand then returned to the Original owners so I have no recourse and I can’t recover them. I have come to a point that family trees are not the place to save your family tree if you have any desire on preserving them or keeping them as an Archive for your family’s Heritage.
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Anonymous

Elimination of Customer Service

Its clear that Ancestry.com thinks that they don't need their customers. For the last 12 years plus I have had a World Membership and that is nearly $400 annually, plus several DNA kits...and today I need some customer support-but NO ONE is available on any phone lines its as though the company doesn't exist any longer.
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Elizabeth C Btb

Choose Any Other DNA Company

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Ancestry - Choose Any Other DNA Company

I had a friend coming to visit so we ordered kits to take when she arrived. To make sure they would be here I paid $37.90 in express shipping for 2 kits to make sure they arrived on time.

I received a confirming email that they would be here, then a second email they would arrive in 10-11 days (too late). Twice I replied to that email asking them to confirm express shipping. no reply either time. When they didn't arrive as scheduled I called and was advised they were shown as in my city and out for delivery - for 2 days.

They escalated the case. That person said they could only log into UPS website but could not provide any additional information. I asked what she could do and she read me every box on the UPS screen. I advised that didn't help so she read the same boxes again.

I asked if she could contact UPS and find out what is going on and that if they are in my city I would go pick them up. She advised she could not make outgoing calls. I suggested to her that she should provide me with the US tracking and phone numbers so I could call. UPS was able to confirm the package is lost.

They have a tracer and won't resolve for 8 days. I asked them to at least let Ancestry know the package was lost so I could be refunded. I called Ancestry back the next day to make sure UPS had time to document the package was lost. I advised Ancestry I wanted a refund on the shipping.

Ancestry says they have no control over the shipping company. I agree, but since they contracted the shipping and paid they shipping it is up to them to get that back from UPS, UPS is not refunding it to me. She had to refer it to a supervisor and Ancestry cannot refund the shipping. I suggested she discount the cost of my kit to offset half of the shipping to meet me halfway.

Again they cannot do that. So I advised I would be cancelling the order and expecting a full refund and that I would go on no less than 6 sites to write a poor review. After all of that, she asked me to hold the line to take their survey. I asked if she was kidding because I would not give a good review.

She said that was fine they are required to ask which means she was more concerned with them listening to her call and scoring her on asking the customer to provide a review than actually providing customer service.

Overall, Ancestry is supposed to have the best database if you want to find relatives - but it is not free (she did offer me a free month which I did not want). Other sites are less expensive, faster turnaround time to get your results and in some areas you can pick up the kits locally. Other sites also send information about your genetic health markers in addition to your heritage. I am trying them out today.

I recommend everyone choose one of the others.

I found a great website that does a comparison of various DNA companies. I cannot put the link in a review but do a quick search and see what the others have to offer - more for less with service!

Elizabeth C

View full review
Loss:
$38
Cons:
  • Horrible customer service most expensive no health
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

Set up 2 ancestry accounts one for me one for my husband purchased 2 dna kits thru aarp basically got 2 for price of one anyhew got my results and now cannot log into husbsands account tried to change password link won't work not happy if I cannot get logged on to check status I WILL be going thru my credit card to get money back

Linda M Nip
map-marker Newport News, Virginia

Hint research

I was using the Edge browser and using my ancestry tree, I am unable to open individuals on my tree nor am I able to search hints. It just sits there. Edge is my default browser which connects to my email. When I get Ancestry emails, it will automatically go to Edge and will not work. I then have to go to Internet Explorer. When trying to get a hint from Fold 3, it tells me there is another issue and will not open. What is going on? I WANT to use Edge as before. lmcintire59@***.com
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Roxanne K Gfx

Access to military informtion

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I used to have access to the actual records underlying service and draft information for those registered or serving in the civil war, WWI, and WWII. Now, all of a sudden, I can't see them unless I pay more and subscribe to their military bundle. There was no notification that the terms of my service had changed, and that I no longer had access to information I had access to before. This kind of heavy handed changes in terms of service and service itself is, unfortunately, typical of this corporation. Want to complain about it? Forget it. Their "Contact Us" page has no email contact information, unless your communication will earn them more money.
View full review
Loss:
$50
Pros:
  • Ability to agregate my material in one place
Cons:
  • Changing access to databases based on bundling changes
Reason of review:
Pricing issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker Panama, Panama

I AM NOT HAPPY WITH THIER CONFIDENCE

WHEN I REGIST IN ANSESTRY WAS TO KNOW MY ANCESTORS i DID NO MADE A PATERNITI TEST !!!!!!!!!!!!!!!!!!!!!!
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Russell M Rrl

Raw data upload

Zip upload unsuccessful. When I click button select file nothing happens.
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Purcell Fqc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Spokane, Washington

DNA test scam for Asians

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I am from Japan, the DNA test validated that I was from Japan and nothing more. There was no haplo groupings, ancestry composition...Nothing I didn't already know and it cost me $80.00. Tried to get an answer and a refund but was unable to get neither.
View full review
Loss:
$100
Reason of review:
Test results, refund policy and customer service responses.

Preferred solution: Full refund

Anonymous
map-marker Oklahoma City, Oklahoma

Does Ancestry have my DNA or not?

My Mom & I activated our DNA Kits March 23 2019, & mailed both kits the same day same time. My Moms kit was received March 25 & has sailed thru & is estimated to be ready on April 8th. Mine wasn't even showing till I called Ancestry & gave them my Kit ID Number & then it miraculously showed up being received March 25, but it seems to be stuck between Kit Received & Sample Processing & it is now April 7. I am wondering if they really received it or just was placating me since she had given the kit number to them?
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CatherineChristensen

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Mississauga, Ontario

Good starting point

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Updated by user Dec 31, 2018

Please be advised that this review has been attributed to the wrong username. It has been difficult for me to make a change to my username but I am the person who actually wrote the review, and I stand by it. C.C.

Original review Dec 30, 2018
I bought the kit on sale, to try to validate the ancestry research I had done over several years, with the help of records on the Ancestry Canadian site. The results did do this to a point, but the real value is in the Raw DNA that the test provides. That is where the specific information is and it can be uploaded to a site like GedMatch. You will find your ancestors there - at least you will find much more of your ethnicity. DNA tests are helpful, but if you are serious about genealagy, you still have to do the leg work with the records. I have not had any problems with my membership and find the records helpful. Their affiliate Fold3 is a totally different matter and I would stay far away from them !!
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Reason of review:
Lead me to exceptional information
Cynthia A Vrb

Unable to access dna page for two weeks now

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I have tried repeatedly to contact ancestry customer service at several different numbers. I sit on hold for 20 minutes to an hour with no answer. Once it rang and rang then went directly to the survey. This is beyond frustrating! If the site is down, put out a notice. Several members of my family and myself have all taken the ancestry.dna test plus I have a World subscription. That's a significant investment in Ancestry so I expect to have access to the service and to reach someone to help in a reasonable amount of time when I don't!!!
View full review
Loss:
$900
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Yaremi Zwy

Can’t register my kit

Keep getting is someone else registering for you
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Reason of review:
Order processing issue
1 comment
Guest

I simply cannot find anyone in my tree any longer. I just get errors which say "try again later" (if I even get that).

I have about 15 trees and years of research, and I can't get to hardly ANY of it! (For about 2 days now). Someone please help I am adding this because the system wants a bigger complaint.

I said what my problem is, I don't have anything to add. Broke is broke!

Resolved
David G Xgh

Resolved: Got worse over the past 5 years

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Ancestry - Got worse over the past 5 years
Updated by user Feb 19, 2024

Eventually resolved the issue.

Original review Jul 05, 2018
Been with Ancestry for well over 5 years paying monthly, now the connection is absolutely crap. problem they seem to have is they are now to b ig and when prime time customers come online they do not have the server capacity or the band width to cope, causing drop outs and information fails.

Spend minutes virtually every night waiting for connection to hints until it comes back with having issues at present please bare with us while we sort the problem out.

Load of crap the problem can be sorted by spending some of the money they take on the infrastructure of their set up to cope with high demand instead of pizzing people off until they stop paying and leave for one of the competitors. They should learn that bad press costs you money and customers walk away, extremely narrow minded and crap PR
View full review
Cons:
  • Getting extremely unsatisfactory
Reason of review:
Poor customer service

Preferred solution: Price reduction

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