Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 3 Total Health kits from 23&Me for $1297.40 on 7/7/25 with multi-kit discount. I spent the money for the higher end kit-- in order to assess for ********************** due to their father having it. Ordered 1 for myself and 2 for my minor children (15 and 17). Website stated minors could have testing w/guardian consent. They could have own online accounts to manage results or share w/mine. They were delivered on 7/10/25. Attempted to register 17yo kit first. First barrier was after signing all initial consents when it was time to set up for clinic testing, would not allow for a minor. So instead I tried to register and do mine, work on his when I could get ahold of support. However it would not let me register another kit because I had opened his profile. Attempted to bypass his profile and lie about his birth year so I could just get to being able to register my kit. Worked a bit until it was time to submit more consents and wanted me to "make a selection" where there was nothing to select. Attempt to sign out to sign back in and that did not work. Try to go to "my account" to find "my setting" and I just end up back trying to set up my son's clinic info.. This is absolutely the worse experience I could have ever imagined for the amount of money I spent. I finally was able to get someone on chat feature on 7/12/25, there is no phone option. Customer support is less than poor. I was told I'd get an email and then I was disconnected. The email said my minors needed their own accts for this level of kit to work. I tried that and encountered THE SAME BARRIERS. Reached out to chat again, no help. I have requested a refund, I was sent the link, but they made sure to mention that refunds are to be requested within 24 hours of ordering. This has been a nightmare experience for the money I have spent- the website, the "support", the runaround, and the fear they are going to deny my refund request for not requesting within 24hrs. How am I to expect this problem?

• Initial Complaint

  Date:07/10/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will not answer my question so it would appear that our privacy around our personal information will be protected.and I am opted out of I believe it's three different research selections.Just seeking some clarity around the following. The only way that I would want my dna sample used - is for matching relatives.The the indicators around health are for the most part in accurate from what I can ******'s hard for me to imagine that the folks acquiring the company would agree to do so without access to all the data ********** basically I'm going to need to decide whether or not to delete and close my account or to let it ride based on whether or not my DNA is going to be used for any research there is some language around that in the email below but it's honestly not convincing and I need more detail

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have complete access to my account and am able to change all of my settings in my 23andme account. With their security breaches, bankruptcy & pending sale, I went into my account to try and delete it. They make you enter your date of birth, which I entered incorrectly & they maxed me out from entering it properly. Instead of helping me by simply confirming who I am by asking me security questions, they demanded to know what I needed to do in my account. Once I told them I was trying to delete it, they refused to reset this feature so I can enter my birthdate and are requiring me to first send them a scanned photo of my ID via email first. This is absolutely ridiculous and theres no way they need this information. Im not asking them to change anything and there would be nothing I could do if I didnt have the correct information to enter it now. All I want is to be able to enter my correct birthdate and delete my account. I have access to everything, yet they are refusing me the ***** to delete my account.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against 23andMe regarding their failure to honor multiple requests to delete my account and associated data, including DNA samples.According to their website, once a user submits a deletion request, ********************** is supposed to send a confirmation email to the email address linked to the account. The website states:We have received your request to delete your data and have sent an email to the email address linked to your 23andMe account requesting your confirmation. Please locate this email and confirm your request. Your data deletion request will not be processed until we have received your confirmation.I have initiated this deletion request three times and have never received the confirmation email, despite using the correct email address associated with my 23andMe account. I have checked all folders, including spam and junk mail. This failure has effectively prevented me from exercising my right to delete my personal and sensitive genetic information.I am formally requesting that 23andMe permanently delete my account, including all personal data, genetic data, and stored DNA samples, and provide written confirmation once the deletion is complete.Please investigate this matter and assist in resolving it. I believe 23andMes lack of responsiveness raises serious concerns about transparency and consumer data rights.

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a DNA kit for my minor child . Registered and returned sample. Sample was unusable. Requested a replacement that was lost in the mail. Have requested a refund several times from the customer service hotline. All customer service representatives have stated there is no problem with a refund, but nothing is resolved after the call.

  Customer Answer

  Date: 07/07/2025

  I do no have access to my DNA account. I have requested assistance appropriately a half dozen times and have many ticket numbers. The only assistance available is a hotline and there is no resolution. I have followed instructions many times over and still have no access to my account, Including the option to delete my DNA information.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 23 And Me ancestryDNA kit for $99 on 23 And Me, and I received the kit May 7th. There is this thing called a spit timeline where you can track your DNA to see when you can get your results. And it arrived at the 23 and me lab on May 13th. 23 And Me stated that the results are supposed to take for to six weeks to get your results, but they kept pushing my results back. And on multiple occasions I brought up. Could I possibly get a refund on my DNA kit since its been a whole month and I havent gotten any results nor any updates and they keep stating that my results will come soon and theres no need of getting a refund nor a new kit. And on multiple occasions, Ive called them to see whats going on with my DNA results and every single phone call. I have with them. It seems like theyre reading off of the script because theyre saying the same exact words and sentences to me. But the bigger problem here is that I havent gotten any DNA results and when Ive tried to tell them, can I please have a refund or a new kit to redo it they wont give give me a new kit nor a refund. And 23 And Me has made me jump through obstacles, especially when I try to email them they dont answer my emails. They just ignore.

• Initial Complaint

  Date:06/22/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise a concern regarding my ongoing difficulty in downloading my data from 23andMe. Each time I attempt to request a data download, I encounter an error message that simply states, Bad Request, and I am unable to proceed any further.I have attempted to resolve this issue through your online chat support, but unfortunately, the representative I spoke with was not able to offer a solution or timeline for when the issue might be resolved. This has been quite frustrating, especially given the lack of alternative contact methods and the importance of the data to **** am submitting this message in the hope that it will bring more attention to the issue and prompt further investigation and resolution. I would greatly appreciate it if you could escalate this matter and provide a clear update on when I can expect to successfully download my data.Thank you for your time and assistance.

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had signed up for the premium membership and made sure to uncheck the auto renew box when I did. Just now I had money taken from my account as an auto renewal that I NEVER authorized - when I asked for a refund less than 5 minutes after it charged I was told by the bot that they refuse to refund any membership fees - however these fees were stolen NOT authorized and I want my money back.

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously attempted to delete my data and account but feel it may not have been completed. Please destroy my genetic sample, revoke any research consent I may have previously submitted, and delete my data and account. I would like all information/data and anything associated with me or my DNA to be deleted permanently from your site, records, and archives. It has already been proven that you have no security as our information was in a data breach in 2023. I don't feel confident that you are protecting it now and I also don't want my sample, data, or any information sold or given to any other third party.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my ***** me subscription back in June 2024 (last payment 6/9/24). Out of the blue, I was charged by 23and me again on 6/6/25. Since it was the weekend, I waited until Monday to call and request a refund for this fee I have not visited this site in about a year.They told me they cannot refund since I had a premium membership. Absolutely nothing has changed hands or been viewed online. They would not discuss on the phone, only send an email to notify me of their position.