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:08/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Wrong product and it is impossible to cancel current order. No one is available on the phone you go to the chat no ones available there. Theres no way for you to cancel your order anywhere.

  Business Response

  Date: 08/21/2025

  Hi ****,

  Thank you for contacting Embark!

  We checked our records and can confirm that we received your support contact on Saturday, August 16th. The support team was able to resolve your issue that same day, canceling the order in question.

  Based on that conversation the issue has been fully resolved, but if there's any further questions please feel free to reach out to us at ******************************** and we are happy to investigate further.

  Thank you!

  Best,

  Xavier

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 breed test for my dog that came back wildly inaccurate. My dog is 25lbs and has a fully curly coat. The breed results I was given suggested he was a mix of 4, straight haired breeds, all of which are ***** lbs. I get that there is some inaccuracy but this is just ridiculous. I want my money back immediately.

  Business Response

  Date: 08/04/2025

  Hello ******,
  
  Thank you so much for contacting us here- it looks as though you are already in contact with our Customer Experience team. Please contact us there if we are able to assist further!

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  While many dog dna companies have a good reputation, I had a horrible experience with this ********** get the results of the dog DNA test the client must enter their email and access code onto the site. When I attempted to log onto the site it said my code was correct, but my email was wrong.I contacted the help form on the website. The "help" lady explained that an automated email was used to acess my account and because the account had already been used I could no longer see the results. Said person who logged in had used an automated email She explained. She said maybe one of my children? I didn't argue at first, but asked again for help to access the account again. She said the email had been auto generated. I don't even know what that means.She asked to speak with my son via email. But he said he didnt do it. She required him to email her give his name and address and access code to the site. He did. It wasn't enough because the email didn't match? No kidding lady because we didn't do it.I have an old dog. Everyone says they are not a complainer, but Im honestly not. The records of 20 or so emails will show that we never argued but nothing was ever done on her side. I felt like she was just trying to make me give up.Can you reset the account? No. Can we speak on the phone? No. Can you just send me my dogs results? No. I finally gave up. I assume she is not familiar with the company not involved with the inner workings or tech of the company. Maybe she can't fix it? I was very surprised that a manager never contacted me to set the situation right. It must be an automated company. The questions were so insane that I finally asked if she needed a ssn to get my dogs results, as a ******* fine with getting another test or a refund from the company. I just want to know about my dog. This cannot be a normal occurrence. Someone used the product before we got it.Thank you for your attention to this matter.

  Business Response

  Date: 06/02/2025

  Thank you for sharing your experience. We're truly sorry for the frustration this situation has caused. To protect the privacy of all customers, our policy requires that the original account holderor in this case, the person whose email was used to activate the testmust authorize any changes or transfer of access. As explained during our correspondence, we were unable to confirm authorization from your son, and without that confirmation, we are unable to release or transfer results.
  
  We understand how important this information is to you- please reach out to our support team directly so we can help resolve this to your satisfaction.

• Initial Complaint

  Date:04/10/2025

  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.

  The business refuses to offer a refund on something it says is scientifically based. It's not scientific as their results are not even close to the other two tests I have done previously that were dead on.

  Customer Answer

  Date: 04/21/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Software is difficult and they refuse to speak to me in person and will not refund money. This could easily be resolved if they would just communicate with me.

  Business Response

  Date: 02/14/2025

  I'm sorry to hear about the frustrating experience. I see that you spoke to a team member via chat earlier this week. They tried to assist you with activating your kits, but in the end, you were issued a refund, as your requested. If you need further assistance, please feel free to reach out to our Customer Experience team. Thank you.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 ordered genetic testing. Didn't tell me much about what I thought I would learn about my dogs coat. So I upgraded. Paid $40 and was told it takes 24 to 48 hours to receive. Results. Cool! But when I went to my dog's profile within the (same hour) I found this bogus report with a bunch a bull you can't prove or don't even need. They sent me an fabricated email stating my upgrade reports are almost ready. They pretended like they we're doing something in the lab while I was already reviewing the ** report they sent. What a fraud. They did an age test recall because the info was not matching previous dog records. I hop online to call them out and was met with more cover up and useless apologies. This company needs to be investigated. They have this chat only style of customer service where **** just copy and paste replys. Can't ever reach someone on phone. Buyers remorse for sure.

  Business Response

  Date: 01/29/2025

  I'm sorry to hear that you're disappointed with your experience. While we do communicate that Health and Trait results may take ***** hours to appear, they do sometimes take less time than that, which is why you saw them earlier than the communicated timeframe. The Health and Traits results that are listed in your account are indeed for your dog. If you have any questions about the results or need assistance interpreting them, please feel free to reach out to our Customer Experience team.

   

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  SCAM!I followed the directions and sent in the test. When I entered the activation code to the site it said the code "has already been activated."It's brand new in the box and never been opened.I wrote costumer service and they said the kit expired. That contradicts what the web site said. It said it had been used. On the box it doesn't state an expiration date. The company didn't offer to remedy the issue. Instead they offered to sell me a new kit.

  Business Response

  Date: 01/02/2025

  I'm sorry that you have run into this. As our team explained to you, the kit you were trying to activate was purchased over 24 months ago. As described in our Terms of Service, kits must be used within 24 months. After that period, they are considered expired. We are able to provide a replacement for a minimal fee to cover the shipping and handling. If you are interested in this, please feel free to reach out to our Customer Experience team. Thank you.

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached 

   

   

  Business Response

  Date: 01/29/2025

  As clearly stated in our Terms of Service (***************************************), our kits expire 24 months after purchase. If the customer would like to proceed with testing their dog, we can process an order for a replacement kit for $25. 

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Paid ***** for kit through ******. Receive kit, swabbed dog, sent to Embark with the provided envelope. They say theres no account/order received/no record

  Business Response

  Date: 11/26/2024

  I'm sorry to hear that you've run into difficulty receiving your dog's results. I see that you are currently in communication with a Customer Experience team member and they are working with you to resolve this. If you have changed your mind and wish to receive a refund instead of proceeding with the test, please let us know.

  Thank you.

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 dog age test from embark and the results were inaccurate by more than 4 years. This has been determined by several veterinarians as well as the shelter that I got the dog from. Upon research I learned that the product has been recalled multiple times are there are many complaints out there from customers about the inaccuracy of the test. I was denied a refund despite the product being a scam.

  Business Response

  Date: 10/18/2024

  I'm sorry to hear that you are disappointed with your dog's age test results. You are correct that we did recall our original Age Test. We released a product in October of 2022, and soon after its launch, we realized an error was made that impacted the accuracy of many results. We refunded everyone who purchased the product and dedicated the last year to the research and development of a new Embark Age Test.  
  
  The results provided with the Age test is a prediction interval. This prediction interval provided in your dogs results tells you the range of dates that are likely to contain your dogs birthday. It is possible that your dogs birthday is on a different day but is still within this prediction interval as 77% of dogs have a true birthday within that range. In other words, there's a 77% chance that your dog's birthday is within 12 months of the date we provided. We stand by the accuracy of our Age Test and do not provide refunds.

   

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My husband purchased a dog dna test kit from ****** as a mothers day gift back in May. His credit card was charged payment made in full. I recieved the test, followed instructions and returned in mail. Waited weeks for results that never came. Contacted ******* and they said test must have gotten lost in the mail we will send you a replacement test ...which I had to pay shipping for. Get test, do test send back. Again no results received. Contact ******* for a refund. Have provided copy of payment and have been told basically to bad so sad. The number from that receipted is associated with another dog! So I have paid 175 dollars, have no results and no refund. Numerous emails back and forth and time wasted.

  Business Response

  Date: 09/30/2024

  Hello - I'm happy to help clear this up. I reviewed your husband's Amazon order for the kit that is associated with your dog, **** It has already been refunded. The other order information you provided to our CX team member is associated with another dog who has results available, thus that order cannot be refunded. There is a 3rd order that your husband placed for a DNA kit, but I can confirm that that was canceled.

  Please feel free to reach out to our Customer Experience team if you have any additional questions. Thank you!

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Their response is not true. My husband mistakenly purchased 2 DNA kits on ******. ****** refunded one, we have the purchase and refund copies from ******. Therefore, I have one test which we got and executed. We have not received any results. I have paid for a test and have nothing to show for it. They have said that the receipt or kit number I have provided for refund is associated with another dog... this is not my error or mistake. The issues still stands.. I have paid this company $160   and have nothing to show for it. All correspondence on my account with them has now been removed.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 10/18/2024

  I've reviewed all of the correspondence along with the information the customer provided. As I wrote previously, a refund was already issued. My recommendation is to log in to the ****** account used to make the purchase to review the order info and to confirm that the refund was issued. If there is an issue or question about the refund that was issued, you may want to reach out to ****** for assistance. Thank you.