Ancestry
Ancestry Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Ancestry has 1.8 star rating based on 300 customer reviews. Consumers are mostly dissatisfied.
32% of users would likely recommend Ancestry to a friend or colleague.
- Rating Distribution
Pros: Old version, Fact that this was a wonderful hobby, This used to be a wonderful hobby.
Cons: Customer service, New format, Service.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Ancestry has 1.8 star rating based on 300 customer reviews. Consumers are mostly dissatisfied.
32% of users would likely recommend Ancestry to a friend or colleague.
- Rating Distribution
Pros: Old version, Fact that this was a wonderful hobby, This used to be a wonderful hobby.
Cons: Customer service, New format, Service.43% of users think that Ancestry should improve its Customer Service.
75% of users say that they won't use Ancestry in the future for similar services or products.Recent recommendations regarding this business are as follows: "Do not use their services as they are very misleading and have delayed processing", "Make sure they call more than once before the trial is over to make sure it's cancelled and their not signed up for anything", "I have no idea what to tell him", "Hope that you get the same customer service agent that I did.", "If you don't plan on using their additional services which are very expensive I would recommend going to family search".
Most users ask Ancestry for the refund as a solution to their issues.
Consumers are not pleased with Customer service and Reliability. The price level of this organization is high according to consumer reviews.
Media from reviews
Bellevue, Washington
I need another email account!
I tried using my drivers license to show that I have an account with them, but they insist that I have another email address!
I'll either have to make a new account or go somewhere else! I don't even want to make a new email address just for one site!
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 ReviewerDNA Results Delay
Hello, I recently did a DNA Test with ancestry and my results have still not been released to me. I had a notification stating that my results would be ready on the 21st of March and now its stating the 28th of March.
Today is the 28th and I have yet to receive my results. I have a serious family emergency and need my results now due to medical reasons which may come from my paternal side but I have no idea who my paternal father is nor his family. I have spoken to more than 5 different customer service representatives and they have been giving me the run around. I am starting to believe that I have been scammed and something fraudulent is going on with my results and DNA sample itself.
I am also a subscriber so I will be cancelled my service and requesting a refund if my results are not released to me today, as in immediately. I will also be giving a bad review because this has really taken a toll on my mental health.
I am a paralegal and will also be assuring none of my colleagues use Ancestrys services. I am extremely disappointed.
- Horrible process time
Preferred solution: Full refund
User's recommendation: Do not use their services as they are very misleading and have delayed processing
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 ReviewerSoftware designed to steal your account
Ancestry.com has implemented a frustrating system that makes it incredibly difficult to regain access to your original account after a theft. Their two-step verification process seems purposefully designed to render your original account inaccessible, and attempts to use alternative email addresses for recovery are futile.
The customer service center offers a confusing solution that follows strict protocols, preventing representatives from helping you access your account.
As a result, many users end up with a new guest account while their original account remains lost.
This raises the question: why is this happening, especially if users are not utilizing their paid services? It seems counterproductive since it costs them resources.
I spent three weeks speaking with different representatives, but it felt like talking to zombies there was no progress or help. I felt completely helpless dealing with Ancestry.coms customer service until I noticed a recurring pattern: it appeared as if they were merely following a script that provided no real guidance on how to reclaim my original account.
- Cornered the market and they know it
- Additional services costly
Preferred solution: I would love to get my original account back with all my dna matches
User's recommendation: If you don't plan on using their additional services which are very expensive I would recommend going to family search
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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 |
Sonoma, California
Terrible
Cant get my DNA results because of email issues and not being able to resolve them with the websiteIm
User's recommendation: I have no idea what to tell him
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 ReviewerNeed to find test results I would like to know the results of my DNA
I'm having a hard time logging onto my Ancestry.com account. I sent in my DNA test about a month ago, maybe around three weeks ago, but I haven't seen the results.
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 |
Milford, Connecticut
You should have a basic plan that the elderly can afford
I was Amex card was billed for a renewal. Im 81 and in.
Bad health and cant afford to pay for the premium service.
I would rather just pay for the basic plan! If you can rebate the difference between the premium rate it would be appreciated!
User's recommendation: Offer a senior citizen plan!
Reseda, California
I was charged twice because they say I signed up for 6 months
I canceled the 7 day trial 3 days into the trial. I didn't notice the charges at first.
So I called ancestry and was told that even I canceled it that some how I signed up for 6 months and was going to be charged $25 for cancelling. I said let me talk to a manager. She put me on hold and when she came back on told me the best she could do was waive the $25 cancelation fee and refund me 1 of the $24.99 payments.
How is that fair to me when I canceled before the 7 day trial? I' believe I'm still owed the $24.99 because I did the right thing and canceled on the 3 day of the 7 day trial.
User's recommendation: Make sure they call more than once before the trial is over to make sure it's cancelled and their not signed up for anything
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 ReviewerI have not received information on my ancestry kit
I have not received any information from the kit that I last sent in. Can I please get some assistance? My name is Joni Gorman-Kelley.
Preferred solution: I have not gotten any information on the second kit that I’ve sent in ancestry DNA. The first kit was a test on my father. The second kit is a test on me.
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 ReviewerUnreasonable Billing practices
I have incurred nothing but extra charges from this company on a monthly basis. They charged a $5 maintenance fee, a $10 expert tools fee, and also billed the six-month rate of $281 in full.
Why should I pay in full if they then charge the $5 maintenance fee to maintain the tree?
This is a racket, and they outsource customer support to India. Visit FamilySearch.org and get your information for free.
- Outsourced support to india
- Inaccurate billing practices
Preferred solution: Full refund
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 |
Los Angeles, California
Give free month of service, then began monthly billing
I signed up for DNA sampling and for Ancestry research in June 2024 and received one free month with the understanding that I had to cancel within on month to avoid future charges. In July 2024 I was billed for monthly service since I had apparently forgotten to cancel.
On 20 August I did cancel but the company has no record of this and continued to bill at the $24.99/mo rate.
Due to travel I was not informed by my accountant that these charges had continued. I did not utilize any services from Ancestry after July 2024.
User's recommendation: Avoid Ancestry but if you do don't take the bait of an initial free month.
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 |
Belleview, Florida
Ancestry stealing account username
no company is based on colonialistic rules that deny people of color their ancestral roots, at least my heritage said Good luck Your African roots will never be given to you.
It has come to my attention that my account may have been compromised, and I believe that my associated DNA heritage has been inadvertently removed.
I have not been provided with my username, and I have encountered persistent attempts to persuade me to purchase an additional DNA kit.
Upon reviewing my test results, I noted that I have no matches in Africa, raising significant questions about the necessity of investing in additional software services. This situation appears to be indicative of a broader trend that undermines access to one's family heritage and related identity information. It is troubling that such practices may mirror efforts to erase the cultural identities of People of Color.
Furthermore, I was informed by your competitor, MyHeritage, that it is common for individuals of African descent to lack DNA matches in Africa due to reasons described as de-radicalization.
This perspective is equally concerning and reflects a pattern of behavior that warrants scrutiny.
In light of these experiences and the lack of clarity regarding my results, I find it unreasonable to be solicited for further investments in services. Consequently, I am considering a boycott of your offerings and intend to compose reviews that address these practices, particularly as they pertain to the preservation of cultural identities for People of Color
User's recommendation: For People of color You will not find your africa roots This is done purposely
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 |
Salt Lake City, Utah
My kit hasnt been delivered and do not have proof you recieved.
I'm sure it was my fault. I didn't register it correctly. The agent couldn't have been more kind and professional.
User's recommendation: Hope that you get the same customer service agent that I did.
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 ReviewerMy account has been hacked
I’m upset, I called because my account gets hacked and I don’t hear from anybody. I am seriously considering canceling my subscription. I’m not good with computers, so if I get hacked, it would be nice that your company would do something about it and do some research on who got into my account
Someone posted on my account my medical records and they said they were Jane MARIE. This was not me. Please contact me on how to fix this.
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 |
Frankfort, Kentucky
Lost account
I have an old account from 2 years ago with my DNA and pictures. I have no access to my old email. How do I recover it?
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 ReviewerI can’t access my DNA results. I tried the help feature & that didn’t help.
The text messages were lame. I’m sure it’s a computer.PISSED was great.
She stayed on the phone a long time to help me. She was the only one who helped me.
A very professional woman helped me. I could not always understand her thought She was the only one who helped me.
- Good for research
- Some of my people disappeared
Preferred solution: Help
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 |
Frankfort, Kentucky
Lost account
Positive +10
Hi I have an Anestry account with old email! With DNA and pictures!
My name is MaryEllen Enright ! Can u help me recover to new email
About
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Ancestry is an online source of different historical records, family tree services and genealogy learning materials. The website offers to start your family tree, to search for some facts about your family. The tagline of the company is: Everyone has a story. Discover your. Ancestry has more than four billion names in historical records. The website has an access to birth, marriage and death records, the Social Security death index, obituary collection, US military records, US immigration collection, and a lot of other records.
In addition, Ancestry has a worldwide collection of millions of names in family trees submitted by members.
Ancestry is ranked 21 out of 116 in Background and People Search category
Worldwide, USA
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I used Ancestry DNA years ago. It is not a scam.
It takes 6-8 weeks to get back your results. No one is deliberately withholding your results from you. This product has been available for well over 10 years (and over 30 million people have used this service) that I know of, and all of sudden you have an alleged emergency and want your results NOW, even though they must be processed first in a lab. Calm down.
You will get your results. What you may not get is a refund and if you do get one, they definitely need to withhold your results at that point!! I am a certified paralegal and I've no idea why you felt the need to pad your complaint with that worthless tidbit about being a paralegal, unless you think it somehow makes it seem like you some sort of legal dynamo and they should be scared. You sound ridiculous waving that as some badge of prestige.
It's not and it will not make your results arrive faster! I know it's not taught in paralegal school, but you need to learn some patience.
They have an up to six week wait for results. What kind of emergency waits on that?