Nicole A Mfg

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Account Assistance

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I have an ancestry account that had been dormant for a lengthy period of time it was initiated as a result of me purchasing my husband and Ancestry test for Christmas a couple of years ago Long and Short I renewed services March 22 for that account, everything was saved in our laptop as far as the name And sign in for that account. We never really used it.

I renewed it to try to compile our family trees on other accounts and make it a one family account our laptops on the blink so I dont even know the account name all I had was my payment information , the representative was unwilling to assist and ultimately told me that she would give me a refund because she couldnt speak to me because it was my husbands account.

She didnt even take the initiative to research it problem still not resolved. They claim theyve processed a refund can someone please contact me ?

View full review
Loss:
$137
Pros:
  • Ancestry services overall are great
Cons:
  • Pray you never need customerservice for a real issue

Preferred solution: I’m trying to identify and reset sign in information of an account that I renewed recently. Our ultimate goal was merge our accounts and dna tests to one account.

User's recommendation: I can only speak from my experience but the Customerservice representatives I spoke with, were not very educated on the products or their abilities to assist consumers as it relates to issues. They were very short and obviously not trained well on retention as our communication quickly led to a refund prompted and initiated by the Customerservice representative.

Michelle S Frr

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I tried to do a DNA thing

Ancestry - I tried to do a DNA thing
Ancestry - I tried to do a DNA thing - Image 2
Ancestry - I tried to do a DNA thing - Image 3
Ancestry - I tried to do a DNA thing - Image 4
I paid for a membership I paid for DNA testing so I could write a paper because my relatives are deceased. The information didnt come in time to make the paper its talking about $100 every month or something I mean what a rip off.
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Loss:
$48
Cons:
  • Expense time

Preferred solution: Full refund

User's recommendation: I would recommend not using it

Sophia B Uww

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Overpriced Garbage

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Ancestry - Overpriced Garbage
Ancestry - Overpriced Garbage - Image 2
Ancestry rates keep going up and up. They nearly doubled my costs and started charging semi Dont Byannually to mask the scam. I pay for Newspapers.com plug in which has not worked for over a year. They refuse to address it. Now they have the nerve to make software fixes and want to charge me another $9.99 per month to use them. Customer service is useless. Charge you for stuff that doesn't work then no refunds. SCAM SCAM SCAM
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Loss:
$1036
Cons:
  • Software doesnt work
Lyn C Yjf

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"Free trial" refund never honoured.

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I cancelled my membership during the 14 day trial period and requested a refund when I found they did not have 1921 census records. I have heard absolutely nothing from Ancestry despite numerous requests. Customer service is non existent - the chatbot Leif suggests I phone during business hours but this is not possible as I am in New Zealand - and why should I need to phone and chase this up when it was clearly stated I was undertaking a FREE TRIAL. Seriously annoyed and will never resume membership with Ancestry.
View full review
Loss:
$150

Preferred solution: Full refund

User's recommendation: Don't sign up for Ancestry - there are excellent other resources online.

Resolved
Michelle R Mtk

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Resolved: Test processing error

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Ancestry - Test processing error
Ancestry - Test processing error - Image 2
Updated by user Jan 12, 2024

Company fixed the issue and I have been provided with full refund. I don't know if a person finally read one of my many emails sent or if through this site, action was taken in less than 24 hours. I received an email from Ancestry this morning advising me I was receiving a full refund for both the test and subscription.

Original review Jan 10, 2024
My father agreed to carry out a DNA test on my behalf as he is adopted and I need medical history. He has had 2 test processing errors we have decided he no longer wishes to carry out the test and would like a refund. All attempts to contact them through different sources either have a rubbish automated response requesting the information I've provided or advise me they are in the process of transferring to a new support platform
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Loss:
$260

Preferred solution: Full refund

Jennifer F Mkj

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I still have not received my DNA kit

Ancestry - I still have not received my DNA kit
I have spoken to at least 6 different customer service representative's, that assured me 100% that I would receive my kit in the mail within 7-10 days. This has been since last spring of 2023. They told me that I would receive a confirmation # in 24 hours( which makes no sense!) I just want to know my background so bad. All of my family members kits worked just fine, except my son-n-law. Hes on his 4th kit. Do I need to contact Corporate headquarters? Ive never dealt with so many people that promise things. They should be fired. Jennifer Figueroa
View full review
Loss:
$100
Pros:
  • Tests that actually work
Cons:
  • Tests never sent to my home

Preferred solution: Another new kit

User's recommendation: Don’t do it!

1 comment
Athziri Mru

What number did you ring them on, every number I ring is not connecting, very frustrating

Resolved
Daria C Xru

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Resolved: DNA results are taking longer than expected

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Updated by user Mar 18, 2024

Company fixed the issue and I have been provided with apology. DNA results finally showed up

Original review Feb 24, 2024
My husband and I sent our samples in at the same time. His results came in three weeks ago; but mine are still processing. Is something wrong
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Preferred solution: Deliver product or service ordered

AliciaKair J

LOVE LOVE LOVE

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Ancestry -  LOVE LOVE LOVE
I took my DNA Test, so happy it was a fabulous experience learning about my family's history finding lost relatives all information was amazing so very happy with all Ancestry.com has done to help me best purchase I've ever made in many years and so happy to find out how and when my ancestors came to this country my whole experience was perfect.
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Pros:
  • Loved it

User's recommendation: Please get your DNA Test you will not be disappointed

Kenneth T Kqi

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Verified Reviewer
| map-marker Sandpoint, Idaho

They make communications with them as hard as possible

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I'm trying to find out about my DNA sample. It cost us to buy it and we got nothing in return. I've been trying to contact customer service, but they won't let me send an email until I give them a security code that they have not sent me.
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Julie G Zpt

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Verified Reviewer

I’m having trouble navigating around website for every time I try to add or search on family tree there’s a fee to pay and I already paid $99 ….what do I get for that?

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Navigation around site where we know what we get for initial $99 and not try and add fees here there everywhere
View full review
Loss:
$99
Cons:
  • Poor navigation for family tree

Preferred solution: Deliver product or service ordered

Find S

Billing

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They charged me for my subscription after I cancelled it which was about 4 days again. They just charged me on April 1. I want my entire 24.99 refunded back to me don't
View full review
Loss:
$25

Preferred solution: Full refund

User's recommendation: Don't buy

Find S

Billing issue

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I cancelled my subscription and 4 days ago and much to my surprise they charged me again, after I cancelled, for my subscription again
View full review
Loss:
$25
Cons:
  • Are fraudsters

Preferred solution: Full refund

User's recommendation: Don't buy this product. They will scam you

Emily V Brg

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Verified Reviewer

Problems with iPhone app

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Hello, just having continued problems while using the app on my iPhone. Ive tried turning my phone off for a bit, and made sure I had the latest version downloaded Ill be editing something and it just shuts off and Im back to my phone menu screen.

Its very frustrating as information isnt saved. So I get kicked off and I lose all the stuff I was trying to add. $22/month is a lot to pay for an app that works so poorly.

Also, the search results dont seem to be sorted / presented in any sort of order I can figure out (alphabet, DOB, location by alphabet, etc) it STINKS that you cannot sort search results by DOB, DOD, location etc. I fully understand that I can toggle with my search to filter the matches I am shown, but I cant sort the matches.

It kills me inside. Also the AI needs sooo much improvement, it shows the same search results 5 times in a row and tells you I found 5 results. No, you found the same result 5 times.

Please make it easier / possible to correct records with errors like these. The amount of times the AI has misrecognized letters due to a slight printing error that doesnt even make a human eye hesitate makes me wonder how many results Ive missed due to AI not recognizing when words are a name or when theyre a misprint or an ink blot or two words etc.

Also the amount of free work I am paying to do on this site, dont think it goes unnoticed.

View full review
Pros:
  • User friendly and easy to get started
Cons:
  • Ai is faulty and subscription price is very expensive

Preferred solution: Price reduction

User's recommendation: Use it short-term only

Tabatha O Tmp

Won’t cancel subscription

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I canceled subscription through the app and was charged for another 3 months anyway! Its so hard to get someone on the phone
View full review
Loss:
$150
Pros:
  • Lineage information
Cons:
  • Misleading cancellation process to squeeze more money out of customer

Preferred solution: Full refund

User's recommendation: Call and SPEAK to a person.

Anonymous

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
| map-marker Pelham, Alabama

Charged after cancelling

Ancestry - Charged after cancelling
Ancestry charged me 3 months ago after I forgot to cancel my membership. When I called them, they were rude and told me to remember to cancel and that they cannot do anything. I cancelled it 3 months ago and lo and behold, I get charged this morning. Guess what they will not do? Money is beyond tight and now I have to come up with 100 dollars by this weekend for my sons birthday. Thank you ancestors for causing commotion in my home. I cannot stand them
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User's recommendation: Don’t buy, they will continue to charge you after you cancel

Mark S Wov

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Verified Reviewer

Poor / non-existent Customer Service

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Never set up a two-step verification with Ancestry. Tried to log in and they wanted a code which I didn't have. Clicked to have new code sent to my email and response was one was sent, Never received. Spent hours in their chat Held Desk and was told their Customer Solutions will take care of it. Still locked out of account. No response to emails sent.
View full review
Pros:
  • Good app
Cons:
  • Poor customer service

Preferred solution: Access to my account

User's recommendation: Once you get your DNA results and create your ancestry tree print all and never come back to Ancestry. They obviously don't care about their customers.

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