Complaintsfor23andMe, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
23andMe did not provide accurate information on my DNA test. I complained and they never responded. At that time, I communicated to them this was a scam and I wanted nothing else to do with them and to quit sending me their constant barrage of over 300 plus adds and junk spam email for more and more worthless products. Currently On 3/18/2024 they billed my credit card two $69 changes one for me and one for my wife, for a total of $138. I did not authorize this charge and I did not leave my credit card information with them for use. I look at this as a theft fraudulently using my card without permission. We called 23andMe and they send a email claiming a request to charge my card was sent, but I received none. They claim it was to auto renew my subscription that I have no intentions using because the so-called DNA test showed nothing of my ancestors and was very inaccurate which I paid a premium price for. They said well you have to cancel the subscription before the charge is placed and they do not prorate refunds. This is a bad company to do business with. It is one of the most dishonest companies you can find.Business response
04/15/2024
Hello,
We received your request for refund on your 23andMe+ Premium Membership. However, we were unable to process your refund as you have already filed a chargeback on these transactions. One of our team members has reached out to you directly with more information. Please locate an email from **************************************** We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged for auto renewal (more than original payment) when I never signed up for auto renew. ****** get refund even though tried to cancel the day I was charged. Make it impossible to remove payment option (scam) and difficult to cancel.Business response
04/03/2024
Hello,
We understand that you'd like a refund for your 23andMe+ Premium Membership renewal. One of our team members has sent an email to your 23andMe account email address with more information. Please locate an email from *************************************** in your inbox. Additionally, note that if you need to reach us in the future, you can email *************************************** or call us at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.
Sincerely,
The 23andMe Team
Initial Complaint
03/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I lost access to my 23andMe account- I was locked out due to my password being reset (assuming due to data breach). I no longer have access to the email I used for my account because it was my college email. I wrote to 23andme and provided the required documentation to regain access to my account almost 2 months ago. My request number is *******. I never heard back, and sent multiple followup emails which never got any response.Business response
04/03/2024
Hello,
We apologize for the delay in assisting you with your account access request. One of our team members has completed the review of the documents you submitted and responded to your existing ticket (#*******). Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe Team
Customer response
04/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Payed for DNA results. website states although I already payed for a year of the service they still needs my credit card information for automatic renewal in one year from now. It says I can opt out of renewal afterwards. I don't want the renewal, I already payed and this screen does not allow me to seethe results I already payed for. there is no skip option. there are emails of people having issues trying to opt out afterwards so I do not want to have that risks. Also I don't want to forget or miss an email in one year from now. I just want to see the results I already payed for.Business response
04/03/2024
Hello,
We understand that you have questions regarding the activation step for your 23andMe+ Premium Membership. Please note that after registering your kit, you must then activate your membership by following the on-screen prompts and entering a valid payment method prior to mailing your sample to our laboratory. This activation will enroll you in auto-renewal of the 23andMe+ Premium Membership. Since your first year has already been paid, you will not be charged at the time of activation. You may cancel auto-renewal at any time within your 23andMe account settings.
One of our team members has sent you a follow-up email with more information. Please locate an email from ***************************************.
Sincerely,
The 23andMe Team
Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 1, 2024, 23 and Me charged me $69.00 for a yearly membership I did not sign up for. They asked me to provide documentation of the charge, which I uploaded and sent to them, as well as email confirmation that the membership (never requested) was under my son's email, which he responded to letting them know he had never had the membership in the first place but had received the email and to please cancel and refund my money. I was told after receiving all of this verification, the refund would be issued. Today I called to follow up with them because I still have not received any correspondence, resolution or refund. But when I call I get a recording that I have contacted them outside of business hours. Their business hours are 6am-7pm Mon-Friday PST and I have been trying to reach them between the hours of 1:00pm-2:30pm PST. Therefore there should be no reason I am receiving this message. One of the ten times I called I got an unusual answer with a woman answering and "awarding me a free Life Alert" which she was prepared to send to me after I set up an account with them. I tried to ask for customer service but she ignored me and just kept speaking so I hung up. Except for this odd "live person", I am unable to reach anyone to help me. I have now sent numerous emails and and attempted to make many calls I want my refund immediately and frankly feel they should pay me something for the hours of time and energy I put into trying to get my money refunded for services I never purchased. Unfortunately it appears that 23 and Me has become some kind of a scam company.Business response
04/03/2024
Hello,
We're sorry to hear that you experienced difficulties when attempting to contact us. One of our team members has responded to your existing ticket (#*******). Please locate a new message from *************************************** in your email inbox. Additionally, if you need to contact us in the future, please call **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.
Sincerely,
The 23andMe Team
Initial Complaint
03/20/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In late 2023 I signed up and requested a kit to see the details of my DNA, namely and most excitedly to see close relatives and connections, etc. I paid my money, RECIEVED my kit and on November 27th, 2023 I mailed my sample, eagerly awaiting results, in January I enquired as to my results and was told in writing that the company was experiencing higher volumes, quite understandable as it was the Christmas season, busy post office etc. This month (late February I made another enquity and no one had any idea about my sample, they hadn't recieved it or it was misplaced, no resolution was offered, I contend there must be some record of my having requested, been sent a kit, I fail to see a speedy resolution such as a replacement kit, I am not at fault, dealing with them by email is incredibly onerous, all I want is a replacement kit at no cost to myself. This is taking over my life and is indeed rage inducing.Business response
03/26/2024
Hello,
We understand that you'd like to know the status of the sample that you have submitted. It appears that your 23andMe order was placed under a different email address. Due to the sensitive nature of our service, we can only provide order specific information to the order email address. The email address you are writing from is not associated with this information.
To help you locate the status of your sample, we have reached out to your order email address directly. Please search any alternate inboxes for this message, addressed from ***************************************.
If the follow-up message cannot be located or you no longer remember the email address associated with the order, please let us know in a response to your existing ticket (*******) and we'd be happy to assist you further.Sincerely,
The 23andMe Team
Customer response
03/27/2024
Complaint: 21433146
I am rejecting this response because: They now say that the email address that was affiliated to my sample is not the same one that they have on file thus they cannot speak to my situation, however, my email address has now been exactly the same as it has been for the past couple of years and more. This is just an excuse to stop me from continuing to ask them to send me another container so I can submit another sample, they began with saying I hadn't submitted a sample, then went on to say they hadn't recieved my sample( and I can acceot that as it was in late November that /i mailed it and things are hairy at post offices over the festive season) but, if I paid for it and mailed it back and they haven't recieved it YET they have my money, why wouldn't they send me a replacement sample kit? Surely they don't think an 86 year old little old lady is perpetrating a scam and if so why? The businesslike solution is just to send me another sample kit, what could they possibly lose in doing that|?
Sincerely,
*********************************Business response
04/04/2024
Hello,
One of our team members has responded to your existing ticket with an update. Please locate a new email from **************************************** We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
03/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My sister ordered a 23andme kit off **** direct from their own advertisement and had it shipped to me. I repaid her for the kit.January 2024 order placed February 1st. test sent back to 23andme - Began registration and the code was invalid from the kit DNA Testing kit with health attachment Order #************** I have made 6 contacts either phone or email with promises to resolve and NO RESOLUTION.Business response
03/26/2024
Hello,
Our records show that you have been in correspondence with our team regarding the kit you received. As mentioned by one of our team members, your kit was purchased from a third party not authorized by 23andMe to sell our ************************* **** is not associated with 23andMe, and we cannot provide you with a replacement kit or a refund on this purchase.
If you would like a refund, I recommend contacting the seller directly for further assistance. If they are unable or unwilling to assist you, you may wish to contact your card company directly to file a payment dispute. If you have any further questions, please respond to your existing ticket (#*******) and we'd be happy to assist you further.
Sincerely,
The 23andMe Team
Customer response
03/27/2024
Complaint: 21421467
I am rejecting this response because: The seller of the item states that they absolutely received this item from 23andme and there is absolutely no reason this item should not be honored. I am in contact with them to see if there getting any response from 23andme either.
Sincerely,
*****************Business response
04/04/2024
Hello,
The order corresponding to the kit you purchased on **** was reported for fraudulent activity, which resulted in the kit being invalidated. Please note that we are unable to support purchases that were placed through unauthorized retailers such as ****. According to our records, these details were provided to you by one of our team members.
We encourage you to file a dispute with your card issuer so that you can receive a refund for this order.
Sincerely,
The 23andMe TeamInitial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
-In 12/23 I was unable to access my account & was subsequently locked out of my account. I called customer service on 12/29/93 & spoke with someone named ****** who advised that due to the large volume of requests/issues being worked on, it might be 3 weeks+ before I heard anything (via e-mail), but that a ticket would be created. -On 1/8/2024 I received an email from someone named *****, who indicated I would need to send over my license & the required Identity Authorization Form so my account could be verified, which I did on the the following day, 1/9/24 -On 1/12/24, I followed up with an email asking if the information I sent over had been received & when my issue might be resolved. There was no response to my email -On 1/15/24, I called the call center and was told my documents had been received but there was no timeframe for when my issue might be resolved.-On 1/24/24, I called the call center & was told my issue would be escalated, but that there was still no timeframe for when my issue might be resolved.-On 2/2/24, I called the call center and was told my issue had been escalated, but that there was still no timeframe for when my issue might be resolved & there was really nothing more that could be done to help me at that point -On 2/28/24 I called the customer service center during their stated operating hours & was unable to get a live person on the phone. I then sent an email to the company CEO, *************************, in hopes that she could get someone on her team to further assist me with accessing my account. I received no response -On 3/8/24 I called the customer service center during their stated operating hours & was unable to get a live person on the phone -Today, 3/8/24, I am still locked out of my account & have not received any communication from 23 and me since the 1/8/24 email asking me to send over my license so my account could be authorized before they attempted to assist me with unlocking it.Business response
03/26/2024
Hello,
We sincerely apologize for the delay in following up with you. One of our team members has reviewed the documents you submitted and responded to your existing ticket (#*******). If you require any further assistance, please feel free to respond to this ticket and we'd be happy to help.
Sincerely,
The 23andMe Team
Customer response
03/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was able to access the website, reset my password, and log in to my account. I sincerely appreciate the assistance of the BBB in helping me to get this issue resolved after 3 months of trying myself. I only hope that other customers of 23andme do not have to go through any type of similar frustrating and annoying experience.
Sincerely,
***************************Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am unable to access my 23&ME account. For the past 2 weeks I have not been able to log into my account due to not receiving the authentication email. I emailed customer care several times in February and received no response. I called their customer support line several times and was on hold for over 45 minutes and no one answered the call. I also tried the Call Back option and received no call back.Business response
03/26/2024
Hello,
We're sorry to hear that you've been unable to log into your account and that you experienced difficulties contacting us. Our records show that you have since been able to access your account since submitting this complaint. If you require any further assistance, please don't hesitate to give us a call at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time. You can also contact us via email at ***************************************.
Sincerely,
The 23andMe Team
Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My experience with 23andMe has been extremely frustrating and disappointing as I have been unable to access my personal genetic information due to an email address change issue. Despite multiple attempts to switch my email address and providing all necessary documentation, the process has been delayed without clear communication from the company. This lack of access to my genetic information for over two months has hindered my ability to utilize the services provided by 23andMe.Business response
03/18/2024
Hello,
We're sorry to hear that you've *** experiencing difficulties accessing your account. Our records show that one of our team members was able to assist you. Please locate a recent email from *************************************** for more information. Your ticket number is #*******.
Sincerely,
The 23andMe Team
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
216 total complaints in the last 3 years.
157 complaints closed in the last 12 months.