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1.4

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

Reason of review: Poor customer service.

Monetary Loss: $38.

Preferred solution: Full refund.

Ancestry Cons: Horrible customer service most expensive no health.

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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

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