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Average of 52 Customer Reviews
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Review fromFinnely H
Date: 07/10/2024
1 starI've been being charged for premium without my knowledge or consent. Their system just auto adds without even sending an email, which is a serious security issue. Their website has also become ran primarily by AI and is difficult to navigate. I thought my results would help in future doctor ****** but now the results are from a shady company.
Sequencing.com
Date: 11/11/2024
Hi Finnely - Thank you for your feedback. Our support team is always happy to help and they provided a full refund. If you encounter any further issues, please email our support team ************************************* Thank you.Review fromCara H
Date: 05/31/2024
1 starI am on my third kit since last August---10 months into the process--and NO results. This most recent kit was supposed to be expedited to make up for all their failures and while the "expedited" turn around is 6-8 weeks, we're 12 weeks into this "expedited kit" and STILL no results and no explanation. Worse still, whenever I log in they try to charge me to speed things up. Every time I email about the status of this kit they say it will be done in 1-2weeks. But of course, 1-2 weeks later I get the same exact answer. They have no idea what they're talking about. I don't think I've ever had a worse experience. NEVER use this company. It's a complete rip-off and fraud.Sequencing.com
Date: 11/11/2024
Hi **** - Thank you for your feedback. I believe this issues you encountered with your kit were resolved. If you have any further questions or if we can help in any way, please reach out to our Support Team via email ************************************* online chat at our site, or phone ***************). Thank you.Review fromDaniel M
Date: 05/30/2024
2 starsDon't expect to get results within the time lines they say. They said received my kit march 17th after I sent an email just wanting to confirm it arrived back to them. I purchased a kit that included free expedition so at this point I was told 4-5 week wait to be expected. I sent an email at the 8 week **** just for an update. I was then told there were some delays so expect another 1-2 weeks. Here we are passed the ***************************************** to wait another 1-2 weeks. I understand delays can happen but please give accurate time frames. And STOP promoting kits that include expedited processing times if you as a company can't keep up with your deadlines.Sequencing.com
Date: 11/11/2024
Hi ****** - Thank you for your feedback. I apologize for the issue with your kit turnaround time. We've made significant improvements with our new laboratory service, which we've now fully switched to. The turnaround times for expedited WGS kits are now around 5 weeks while our standard WGS kits now have a turnaround time of less than 8 weeks. If you have any questions or if we can provide further assistance, please reach out to our Support Team via email ************************************* phone ***************), or online chat (when on our site, press our company logo in the lower right corner of the screen) as we're always happy to help.Sequencing.com
Date: 08/11/2025
Hi ****** - Thank you for your feedback. I apologize for the issue with your kit turnaround time. We've made significant improvements with our new laboratory service, which we've now fully switched to. The turnaround times for expedited WGS kits are now around 5 weeks while our standard WGS kits now have a turnaround time of less than 8 weeks. If you have any questions or if we can provide further assistance, please reach out to our Support Team via email ************************************* phone ***************), or online chat (when on our site, press our company logo in the lower right corner of the screen) as we're always happy to help.Review fromCE S
Date: 04/16/2024
1 starAdvertised rare disease bundle at a discounted rate that claimed to include premium expedited processing. Their website states that premium expedited processing guarantees results within 3 weeks. I reached out to support. They are never available via phone during their posted business hours. I called many times.Finally reached someone by email who told me premium expedited processing was not included and said how expensive it is. I sent screenshots of my order as well as the promotion on their website. I also sent screenshots of their website's definition of the processing guarantee that matched the package I had purchased. They refused to acknowledge and said it could take 7-8 weeks.I've checked and after several weeks, my test had just been updated to "received by lab"This company doesn't honor what they advertise even though they use their advertisements as a method to gain customers to choose them over competitors. They do not deserve many stars at the bbb.In addition, they have a link to their bbb rating on their website that goes straight to a message that says you've tried to access this site too many times. I've only clicked on the link once. I believe it is a false link.Review fromSarah M
Date: 02/23/2024
1 starPaid for kit 2 months ago, havent even received to start process. They are offering free expedited processing, to make up for the fact that that they dont even know when they will send me a kit. They are offering free expedited to everyone now, how are they even selling kits they dont even have! They told me they had a shortage of kits. This was for major ***** issue.Review fromKatie O
Date: 02/22/2024
1 starThese people are scam artist. i thought I was signing up for a monthly service I can cancel at anytime. My initial receipt doesn't even list the terms. Only to go and cancel to see they will still charge me $40 a month for no new information. They should be investigated for shady practices.Review fromKen M.
Date: 02/09/2024
1 starVery poor service. Its approaching 8 months and I still have no report.Review fromBrandon L
Date: 02/01/2024
1 starI had a similar experience to ************ below. I had my genome sequenced by Sequencing.com in 2021 and have had nothing but poor experiences with the company since (non-responsive or slow customer support, promises of additional reports "coming soon" for years on end). Today was the latest in a years-long series of issues I've had with the company, and perhaps the most concerning thus far.I was charged $39/mo for a premium monthly plan which I never signed up for. Furthermore, the card which was charged for said payment plan was a card that was not even on file. When I went to remove the card from my payment methods, it was not there. In other words, the payment methods that Sequencing.com reports to users are not the only payment methods it is aware of. What other data is it keeping on users against their will, or doing who-knows-what with? This is fraudulent and a violation of users' privacy, which is concerning to say the least, from a company which has access to a user's most intimate data.Review fromUgur O
Date: 01/26/2024
1 starPromises ***** weeks, but takes much more than that. I'm at the 16th week and not even half way through.Review fromMari R
Date: 12/24/2023
2 starsI got this sequencing done to try to get some answers regarding a genetic chronic illness. The information you get from Sequencing.com is confusing, and the confidence rating of each item can make a big difference (for example, it might say you have a risk for something, but that is unproven and the confidence level is low so it is basically useless). Upgrading your account to get more details is costly, despite an already costly purchase just to get the sequencing, and despite all this, the information is still poor and still confusing. I wrote to customer service multiple times and responses were inconsistent. This latest time it has been several months with an unresolved complaint after paying for genetic counseling which was also USELESS. I do NOT recommend this company, and I wish I had gone with Invitae instead. This company provides shoddy and unproven data, makes the information confusing to interpret, and puts any kind of clarification or detail behind another pay wall to continue to make money. I think they are unethical and misleading.
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