Gail P Iuo

Not Happy

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Too many problems with accessing on the app.Updating passwords and emails seem to cause issues. Plus the aggravation of trying the help functions.
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Loss:
$200
Pros:
  • Access to historical documents
Cons:
  • Interrupted service on the app

Preferred solution: Free DNA data kit

User's recommendation: Watch Passwords and login issues

Galen G Vnd

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Verified Reviewer

ANCESTRY.COM EMAILS FLOODING MY INBOX

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HELLO:

I RECEIVED YOUR DNA KIT AS A CHRISTMAS PRESENT. NOT WANTING TO OFFEND MY COMPANION, I COMPLIED AND SET UP AN ACCOUNT TO TRACK THE KITS PROGRESS AND RECEIVE THE DNA INFORMATION ONCE THE PROCESS IS COMPLETE.

I WAS 4TH GENERATION LDS UNTIL I GOT TIRED OF FEELING LESS THAN BECAUSE OF THE SCRIPTURES AS WELL AS TRYING TO AVOID THE PEDOPHILES IN THE CHURCH DURING MY YOUNGER YEARS.

I AM ASKING THAT YOU TAKE MY EMAIL ADDRESS OFF OF YOUR LISTS WHICH ARE TRYING TO CONSTANTLY SELL ME ADDITIONAL PRODUCTS.

I DON'T WANT A FAMILY TREE, AND I AM JUST CURIOUS AS TO HOW ACCURATE YOUR RESULTS WILL BE.

I KNOW WHO I AM, AND BECAUSE OF MY INDIGENOUS ANCESTRY, WHICH BY THE WAY, THE CHURCH LOOKS DOWN UPON AND SAYS I AM IN NEED OF SALVATION FROM MY WICKED LAMENITE WAYS, I AM PRETTY MUCH RELATED TO THE ENTIRE DAMN RESERVATION BACK HOME.

IF YOU REALLY MUST KNOW JUST HOW MUCH OF MY GENEALOGY IS COMPLETE, SIMPLY FIND ME ON FAMILYSEARCH.ORG AND YOU WILL SEE ALL OF THE CONTRIBUTIONS I HAVE MADE TO THAT TREE THERE AND HOW MUCH WORK HAS BEEN DONE BY MY LDS ANCESTORS, ETC.

I AM ONLY CONCERNED ABOUT THE RESULTS OF THE DNA TEST, WHICH SOMEONE ELSE PAID FOR. OTHER THAN THAT, YOU CAN TAKE THE REST OF IT AND SELL IT TO SOMEONE ELSE.

THANK YOU IN ADVANCE FOR YOUR KIND ATTENTION TO THIS MATTER.

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Pros:
  • It may help people find out where they came from
Cons:
  • I worry about data being misused by the lds church

Preferred solution: I WOULD LIKE THEM TO STOP FLOODING MY INBOX WITH OFFERS THAT ARE IRRELEVANT TO ME.

User's recommendation: THINK TWICE BEFORE SUBMITTING YOUR DNA

Resolved
Stefaan B

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Verified Reviewer

Resolved: Watch for these hidden charges!

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Updated by user Jan 04, 2024

Company fixed the issue and I have been provided with apology. Complained to Customer Service agent via chat (since no phone numbers are provided).They agreed - on an exceptional basis(?) - to refund me the money they inappropriately embezzled.Will not use nor recommend this company.

Original review Dec 21, 2023
I ordered a DNA Activation kit on special promotion for $69.99. But what was NOT so special were the facts that during the product signup the system(1) automatically signed me up for a monthly service of $16.50 for a random service I am not interested to have and(2) when I cancelled out of this useless addition, I was charged a $25 cancellation fee on top. So, when adding these two charges to the original price for the kit, my price became $111.49. This is NOT acceptable. And here is where the consumer remains defenseless, do I sue them for $41.50?
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Loss:
$41

Preferred solution: Full refund

User's recommendation: Double check ordering process

Anonymous
map-marker Los Angeles, California

Trying to cancel for three months!

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I have been unsuccessful in finding a way to cancel my monthly subscription! They do not make it easy to find a way to cancel. I have sent emails, I have looked for a phone number or method to cancel online and failed to find a way to stop them billing me monthly.
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User's recommendation: Always use a prepaid card For subscriptions

Marie N Lwv

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Verified Reviewer
| map-marker Prague, Hlavni Mesto Praha

Unreceived results for second kit

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Dear Ancestry team, please note I have bought 2 tests, activated them both and send them out at the same time. Unfortunately I received only one result via email and we're still missing the second set of results for Petr Neplech. Please advise if you analyzed the second DNA sample as well and send out the result? Was there any problem? Kindly advise soon
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User's recommendation: does not communicate well, is not solving issues

frances l Dbj

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Verified Reviewer

Terrible help

No return address for outside USA and Chat unable to answer the simplest question about how to send in the sample kit from Europe. I am very unsatisfied with this service. Such an obvious question should have been foreseen from the outset. I am able to find no possibilities to contact a human and my attempts to telephone have failed.
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Preferred solution: Proper information for mailing my kit from outside the USA

User's recommendation: Find a more respopnsive and thus responsible service

Jahnay Fgg
map-marker Doylestown, Pennsylvania

I am unable to obtain my matches because of the new security option

Ever since you added new security options, signing in with Google or Apple, I have been unable to obtain my matches. I have been a customer for over 10 years and I am not very happy that I cant get my matches. I have tried repeatedly and even created a new password, but I cannot get in that way,
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Joanne K Jev

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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

Terrible customer service after activation

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Ancestry - Terrible customer service after activation
On activation, there was a system error and I did not receive the return label to print. It took me 2 chats, 3 emails and 3 phone calls and 2 days to finally get the label to print. Also, the attitude of the customer service agents and supervisors are that they are doing you a favour by helping you. I have very little confidance that things will go smoothly from here.
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Pros:
  • Yet to be determined
Cons:
  • Customer service

Preferred solution: Apology

Veda D Kvq

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Verified Reviewer
| map-marker Sydney, New South Wales

Complete disregard for your personal information and data

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I created an account with Ancestry many years ago to help find a father I've never met. I tried to log in recently but could not remember my password.

Despite numerous attempts, Ancestry would not recognise my email address and provided no contact to follow it up further.

Desperately, I tried to contact them through a website called 'Pissed Consumer' who, after trying on my behalf, responded with this:

"We are sorry to bring the bad news to you.

Looks like Ancestry received but decided not to read and act upon your message."

Absolutely disgusting.

Do not be fooled by their feel-good marketing and advertising. Ancestry does not care about you or your family.

Veda

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User's recommendation: DO NOT SHARE YOUR PERSONAL INFORMATION WITH ANCESTRY

Anonymous
map-marker Brooklyn, New York

Being ignored

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Terrible. I've been a member for many years and upgraded to the DNA community. I have spoken to several of their representatives and was ignored. I submitted a complaint now several weeks old and am still being ignored. They seem more interested in collecting bills and upgrading membership. The customer service reps are Indian and I can hardly understand them and they really don't understand anything about genealogy research nor do they seem to care.
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User's recommendation: Good question.

julue o

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Verified Reviewer

Refund

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I already cancelled subscription and u took 49.99 off my netspend account anyway I want my money refunded asap now
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Loss:
$50
Cons:
  • Tske money ehen not athirized

Preferred solution: Full refund

User's recommendation: Dont sign up

Lisa E Ufv

ERROR ON MY DNA TESTING

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Want to find all of my Family It's so sad that I don't know who belongs to us, it is very hard on some of my family members that don't know the truth. And we all want to know, Thank goodness for Ancestrys testing skills
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Pros:
  • Finding my family member mean the world to me

Preferred solution: Deliver product or service ordered

User's recommendation: Find out the Facts! Not Knowing who I belong to is a Horrible feeling

Anonymous
map-marker New York, New York

Information on my great grandfather =two names for him

Hello. I am trying to resolve what is going on with my great grand father Henry M Schoen.

There are two names for him without explanation or are they two different people?

The life event are the same but the man named Ephraim Walter Shane has many more children than Henry Schoen who has only one.

I went to the NYPL yesterday to try to get to the bottom of this and have not been successful.

I have also tried to get this cleared up using other sites and have not bee successful there either.

Thank you ! Also I am trying to figure out if he actually had Indian blood or was adopted and his wife P.S i found contact info on "Pissed Customer" but am not one and did not want to join.

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Gail P Iuo
map-marker Columbus, Ohio

Lost all family tree data

Hard to explain but after being in Ancestry for years building and adding family through dna Ana records research, I lost my data and DNA because the app wasnt opening on my phone. I tried multiple logins and to follow resetting protocols but it did not work out. Im trying to decide if I want to start all over or just treasure the photographs I have, or submit dna and start from scratch. Thats about it.
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User's recommendation: Be very careful. It seems like there are issues with the apps and passwords which can be very confusing.

Angelia L Wyb

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Verified Reviewer
| map-marker Alachua, Florida

Features not working

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I have not been able to open my messages and there are 18 of them. Now, for the last two weeks, I cannot resize profile photos. I'm uncertain which email I purchased my six-month subscription with, but it could be al69383rr@***.com, angelialoflin@***.com, or the mtdapt@***.com. I paid and cannot use advertised features. Please help. Thank you in advance for your time and assistance with this matter. Have a great day today! Angelia Loflin
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User's recommendation: I called three days ago and spoke with a CSR, who stated the problem was on their end and they are working on it; however, still cannot open my messages, of which there are now 20, or resize profile pictures. I am more than annoyed, but if I call back most likely will not be able to hold my tongue and then be the one who is in the wrong. They should have CSRs who speak clear English because the conversation was extremely difficult and I've done transcription for 25 years and am very adept with heavy accents, but I had to ask this rep to repeat himself multiple times.