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:12/01/2025

  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.

  I submitted sample for DNA analysis to Nebula. The lab received it on 08/01/2025. It has been almost 4 months, I still haven't received results. On their FAQ webpage when I bought the kit (REMOVED) they stated delivery is REMOVEDweeks but I noticed they changed response by evading to state the timeline. From my correspondence I also don't get even ballpark of when I can get the results, it is always response to wait and they will send me results when they are ready. Unacceptable to wait this long and not have any reasonable time for delivery of results and report.Attached are photos of the sample vial I sent and the envelope Nebula sent with the kit.

  Business Response

  Date: 12/05/2025

  Hello REMOVED,

  Thank you for sharing your feedback with us. The turnaround time previously listed on our site reflected a typical processing timeframemeaning it applied only when a sample meets all quality metrics without delay. We have since removed this estimate, as it was causing confusion for some customers.

  We completely understand how frustrating delays can be, and we sincerely apologize for any inconvenience this may have caused. As outlined in our policy, which is available for review prior to purchase, DNA Complete does not guarantee a specific delivery timeframe for results.

  At DNA Complete, we are committed to providing accurate and reliable results. Our lab team follows rigorous bioinformatics and quality-review procedures to ensure that every report meets the highest standards. While this thorough approach can occasionally extend processing times, it is essential to ensure that the insights you receive are meaningful and trustworthy.

  Please rest assured that your sample is still with us and is currently being processed. Once our bioinformatics team completes their review and confirms that your data meets our quality requirements, we will send your results to you via email.

  Thank you again for your patience and understanding. If you have any further questions or concerns, please dont hesitate to reach out to our support team at REMOVEDwere here to help.

  Sincerely,

  DNA Complete

• Initial Complaint

  Date:11/10/2025

  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.

  Please note: I can submit documentation for any of the following facts--On May 30, 2025, I paid $995 to Nebula Genomics for a whole genome sequencing test. In case this is relevant, they seem to have a separate company or lab called DNA Complete.They received my sample on June 9, 2025, about 21 weeks ago.According to their website, it can take up to 12 weeks to get test results.I have still not received any results. Over the past few months, Ive sent inquiries about the delay.A few days ago, they sent me a message that they have not even completed the first step, checking my sample for viability!I have been waiting a long time for my test results, which is important for my whole family who has similar genetic problems.I don't think it's reasonable to wait any longer. And I cant trust that this company has my best interests. Would it be possible to get a refund, so I can work with a more trustworthy company?Please let me know if you need documentation for any of this.

  Business Response

  Date: 11/14/2025

  Hello REMOVED,

  Thank you for choosing DNA Complete for your whole genome sequencing needs. We appreciate your patience during the unexpected delay. This is to provide you with an update on the status of your DNA Complete sample.

  Earlier this year, we discontinued our in-house lab and transitioned to external sequencing partners. Unfortunately, one of the reference labs we initially partnered with misrepresented the status of certain samples and was unable to handle our volume, causing delays in processing. Weve since rerouted samples to one of our other partners, a top sequencing lab in the country. Your sample is at the lab. Following the completion of the quality control assessments, we will promptly process and release your results. Results are expected in approximately a month. We've taken deliberate steps to ensure this situation doesnt happen again and are fully committed to delivering a reliable, high-quality experience moving forward. We are monitoring the progress of your sample and will continue to do so to ensure it moves smoothly through each step of the process. 
   
  We truly appreciate your understanding during this time of transition and are grateful for the opportunity to restore your trust in our service. Please dont hesitate to reach out at REMOVEDif you have any further questions, we are here to help.

  Sincerely,

  DNA Complete Support

  Customer Answer

  Date: 11/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  Another lab is not acceptable for many reasons.  I did not choose another lab to process my sample.  I chose your lab.  I am not interested in another lab.  I spent a lot of time researching which lab to use, and am very careful about who does my genetic testing.  It is also alarming that you did not provide the name of this lab.  May I please have a refund?  Thank you kindly for your help.

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 11/21/2025

  Hello REMOVED,

  We would like to refer you to our Privacy Policy, available on our website. We discuss Partner Laboratories in sections 8, 9c, and 10a. We also discuss this in our Terms of Use under "DETAILS ABOUT DNA COMPLETES PROCESSING OF SAMPLES." It is regrettable that these were not reviewed prior to purchase. Since your sample is currently being processed, we are unable to initiate a refund. Once your sample completes sequencing and our team confirms that the data meets all of our quality metrics, the results will be delivered to the registered account. You will receive an email notification when they are available. Please contact our support team at REMOVEDif there are other questions that you require assistance with. We look forward to a positive resolution soon.

  Sincerely,

  DNA Complete Support

  Customer Answer

  Date: 11/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  When you advertised up to 12 weeks on your website, it is unacceptable that after five and a half months, you had not even started by testing my sample for viability.  Kindly send a refund.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 12/05/2025

  Hello REMOVED,

  Thank you for contacting DNA Complete. Our priority is to provide accurate and trustworthy findings. To ensure this, our laboratory team performs detailed bioinformatics analyses and thorough quality checks on every sample. While these steps can occasionally extend processing times, they are essential to delivering reliable and meaningful insights. We understand how frustrating delays can be, and we truly apologize for any inconvenience this may have caused. Please rest assured that your sample is still with our team and actively progressing through the analysis pipeline. Your sample is in the final stages. Once our bioinformatics review is finalized and your data meets our quality requirements, your results will be sent to you via email.

  Since your sample is in the final stages, unfortunately we can not provide a refund while a sample is currently processing. We sincerely appreciate your patience and understanding. If you have any additional questions or need further assistance, please feel free to reach out to our support team at REMOVED.

  Sincerely,

  DNA Complete

• Initial Complaint

  Date:11/03/2025

  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.

  In 2023, I did legitimately pay this business to get a report. I then canceled my membership.According to their own subscription page, I do not have a membership. I can see no history of transactions. I cannot see if my credit card is on file for them to even make charges - so obviously, I can't remove my payment information. I continue to be charged. They don't e-mail me about these transactions, so I don't even know what they're for. On September 27th, I was charged $49.95 twice. I want my money refunded, and to never again receive charges from this business.

  Business Response

  Date: 11/10/2025

  Hello REMOVED,

  We appreciate you reaching out to us about these charges and allowing us an opportunity to remedy the situation. After investigating your complaint, we found that your duplicated subscriptions have been cancelled. We are sorry to learn that you received those charges and will absolutely refund them to you. You can expect those funds to be available in your account within 5-10 business days depending on your financial institution. Again, we are grateful for the opportunity to resolve this for you. Please reach out to our support team at REMOVEDif there is anything else that we can assist you with.

  Sincerely,

  DNA Complete

• Initial Complaint

  Date:09/10/2025

  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.

  Date of transaction: 11/30/2024 Amount paid: REMOVEDUSD Nebula genomics committed to sequencing my genome but it has now been 9 months and they have gotten back to me saying the sample could not be processed and requested a new sample to restart the process from scratch. Waiting for results for close to an year is completely unacceptable and breaks their committment and I would like a refund instead of waiting for another 9 months. Kit ID: REMOVED

  Business Response

  Date: 09/18/2025

  Hello REMOVED,
  
  We appreciate your continued patience and are regretful that we could not provide you with the service you purchased. Your request for a refund was escalated for review and approved. This was initiated and you should have those funds available in your account within 5-10 business days, depending on your financial institution. 
  
  We hope to serve you better in the future. 
  
  Sincerely,

  DNA Complete Support

• Initial Complaint

  Date:09/08/2025

  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.

  Nebula Genomics is still accepting orders for its genetic testing kits that have a return address that no longer exists, that was apparently in a strip mall in REMOVEDThe holding company that bought out Nebula Genomics provides email customer service that seems to essentially functional as misdirection to naive customers who don't know the address isn't valid and kits are not being analyzed.Before shipping, I emailed their customer service to confirm if the return address (REMOVEDwas valid and could receive packages - they said there were no issues.Two failed attempted deliveries later, they gave me another address in REMOVED, but it was too late and the package was returned.When I got online to check if this was happening to other customers, I found a litany of complaints about Nebula Genomics.This company seems to no longer be legitimate and is stealing from people via Nebula's website.

  Business Response

  Date: 09/09/2025

  Hello REMOVED,

  We appreciate you sharing your thoughts with our team. We have investigated your inquiry. You stated that you had already shipped your kit when you contacted our support team in August about the delivery.  The Garden City address was not located in a "strip mall," but in suite in a medical building. We have recently moved locations, and our packages are typically forwarded to the new address with no trouble. We are sorry to hear that yours was not. 

  Our records show your order was shipped to the REMOVED, for which we provided return tracking. However, we also see that you inquired this March about shipping from REMOVED, and then in August about shipping from REMOVED. We also see that the sample you were submitting is related to an order from 2023. This explains why the return address on the envelope was reflective of REMOVED. Furthermore, per our Refund and Cancellation Policy (attached), all samples must be collected and submitted within 6 months. 

  Additionally, while we are understanding of personal frustrations, please be aware that we will not tolerate our team members being verbally assaulted as is evident in your correspondence (attached). Since your sample was not submitted within the required time frame outlined in the Policies provided at check out and on our website, we are unable to assist you further. 

  Sincerely,

  DNA Complete

  Customer Answer

  Date: 09/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  There are a litany of complaints widely available online regarding this failed company, and now it's covering its tracks by gaslighting customers to avoid the inevitable lawsuits that will ensue.

  This shipping address is not valid, the number provided for the REMOVEDhas no one on the other line, and customer service is well aware of this.  Only after repeated emails did they provide another seemingly random address at  that inevitably would have led to more failed deliveries.  

  Regarding the company's gaslighting of someone who paid nearly $1000 for a service an out-of-business company can't provide - I will not tolerate being stolen 

  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 09/30/2025

  Hello REMOVED,
  
  We understand your frustration regarding your package not being forwarded to our new location. As a reminder, when you purchased your kit on November 26, 2023, our shared policy included the need for customers to return their sample within six months of the order. Your kit included an envelope with REMOVEDtracking for you to return your collected sample since the original order was within the domestic US. When you contacted us in March of 2025 regarding returning the sample from REMOVED, our support team provided you with accurate information to help facilitate that. You subsequently contacted our support team again in August after shipping your sample from REMOVEDthrough REMOVED. The address provided within your kit for the return of your collected sample was correct up through mid-2025. Additionally, upon acquiring a new location, we followed appropriate measures for packages to be redirected. Again, we are regretful to learn that your courier would not reroute the package and that you experienced distress about that.

  Sincerely,

  DNA Complete

  Customer Answer

  Date: 10/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  I emailed customer service prior to shipping to the address on the actual company website and was told it was fine.  It took days for this fraud company's customer service to reply with a new fake addresses in an office building in which neither Nebula nor the holding company is registered. 

  I checked and wasn't willing to pay another $120 dollars on top of the $120 I spent sending it to the invalid address that is still being falsely advertised on Nebula Genomics' website. 

  And ultimately, this is a soon-to-be-bankrupt company that has a litany of completely legitmate customer complaints that will be facing a class action lawsuit due to fraud.  Again, I recommend you refund the cost of my kit to save the company the money I will be receiving when the inevtiable class action lawsuit happens, as we both know it will.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

• Initial Complaint

  Date:09/02/2025

  Type:Order 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.

  12/21/24 transaction. I submitted my DNA sample. It is now 8/30/25 and I still have no DNA results on the website. I paid $1203.95 for 100x Genome Sequencing. They either have to give me my results within the next 2 weeks or give me a full refund.

  Business Response

  Date: 09/22/2025

  Hello REMOVED 

  We appreciate you choosing our services for your whole genome sequencing needs, and we apologize for the delay. We are thrilled to report that your results were delivered early this week. An automated email was sent to notify you. Please reach out to our support team at REMOVEDif you require assistance with anything further.

  Sincerely, DNA Complete

• Initial Complaint

  Date:08/18/2025

  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.

  It's been 19 weeks and my sample has been upgraded to 30x. I can identify who it is but I won't say anything. I waited for a long time and all I got was a reply saying it was reprocessed. I always complained on their SNS but they just delete the comments or send me the same reply every time. There is no solution at all. On top of that, they try to get me to pay for a subscription and the website is unfriendly and there is no timeline and only a banner saying that only the sample was received.

  Business Response

  Date: 08/20/2025

  Hello,

  Thank you for contacting DNA Complete. We completely understand how frustrating delays can be and apologize for the delay in processing. Our team will only release results that meet our high-quality metrics, so you can feel confident knowing that the data delivered has met or surpassed those. These metrics are one of the factors that set us apart from other similar companies and why we have so much confidence in the service.
  
  We understand that you would like an estimated turnaround time. However, we cannot give you an exact time frame on when it will be completed because this information is dependent on the sample passing quality metrics. Thank you for your patience as we complete your sample.

  Sincerely,

  DNA Complete

  Customer Answer

  Date: 08/21/2025

  REMOVED
  
  REMOVED
  
  REMOVED

   The response format is the same as it was for other customers. This will spread uncertainty about the business.

   

   

   
  
  REMOVED
  
  
  REMOVED
  

  
  REMOVED
  
  
  
  
   
  

• Initial Complaint

  Date:08/13/2025

  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.

  Hi,I have had good experiences with Nebula Genomics in the past and decided to buy it as a gift for my mother. I bought the Deep Sequencing Kit for $568.95 on 21st November 2024 under Order Number #REMOVED.Her Sample was shipped to the Nebula Genomics Facility in REMOVEDon 11th of January 2025 and arrived on February 2nd. REMOVEDTracking Number: REMOVEDHowever since then the account has not been updated. I have asked for support multiple times through February, March, April and May via the Support Form on the web portal and via email to all publicly available e-mail REMOVEDthis day I have received no reply, the REMOVEDSample has not been sequenced and the money has not been REMOVEDthis point I would like a full refund from Nebula Genomics.Thank you in advance for your help!

  Business Response

  Date: 08/20/2025

  Hello REMOVED,

  We appreciate your patience and apologize for the delay in your receiving your data. We are looking forward to delivering your results as soon as possible. You can expect an email update within the next few weeks.  

  Sincerely,

  DNA Complete

  Customer Answer

  Date: 08/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  I have been patient for 6 months at this point. I have sent multiple requests via your web form and E-Mail.

  I have set escalating deadlines since February 2025 and informed you about the impending complaint to BBB on April 25th. That deadline expired May 5th with no response from your side.

  You had more than 3 months over the last deadline. At this point it is too little too late. We have taken our business elsewhere in the meantime and no longer have any use for the results.

  Please refund the full amount.

    

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 08/27/2025

  Hello,

  Our team prioritizes providing high quality results. We expect the data to be finished in bioinformatics soon. Once we confirm that it meets or exceeds our standards, the results will be delivered to the registered account. Please note that per our Refund and Cancellation Policy, we do not guarantee delivery times for data that does not pass quality metrics. Furthermore, as mentioned in our Terms of Use, we can't issue a refund once the sample is being processed.

  We apologize for any inconvenience this may cause. Thank you for your patience as we complete your sample.

  Sincerely,

  DNA Complete Support

  Customer Answer

  Date: 08/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  The sample has been delivered to you in January 2025, 8 months ago. Since then the status has STILL not been updated in the Nebula Portal, see the attached screenshot from a few minutes ago. You have ignored more than 10 support requests. The first time I get an answer is after a complaint here through BBB.

  I have absolutely no confidence that the sample will get processed. 8 months is not an acceptable timeframe and ignoring all available support channels is highly unprofessional and does not inspire goodwill.

  I will not let this go. Please refund the order immediately or I will seek damages through other legal means. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 09/15/2025

  Hello REMOVED,

  Our support team can be contacted at REMOVEDor through the Contact Us form. We culled through our inquiries and identified two support requests, both of which were responded to in a timely manner. Your sample's data is being analyzed and once it is determined to meet or exceed all quality metrics, the results will be delivered to your account and you will receive an email notification. You can expect to receive an update in the next few weeks.

  Sincerely,
  DNA Complete Support

  Customer Answer

  Date: 09/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  Dear Nebula Genomics Team,

  I have written to you through the contact form and to REMOVED
  I have never received a reply. Please provide proof that you actually replied to my inquiries.
  
  Kind Regards,
  REMOVED
  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 10/14/2025

  Hello REMOVED,

  Thank you for your continued communication.  We are pleased to confirm that the data was delivered to the registered account on September 16th. Additionally, we have included PDFs of the correspondence that we were able to identify regarding the kit id referenced in your attachment. Please do not hesitate to reach out to our support team at REMOVED

  Sincerely,

  The Nebula Genomics/DNA Complete Team

• Initial Complaint

  Date:08/13/2025

  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 originally sent a sample in 2024, after carefully following instructins. Nebula Genomics took several weeks, only to deem that my sample was "insufficient". I have seen onliine that many have been told this, despitee following instructions for sample collection. I asked them to send me a new kit, for which they refused to cover my return shipping costs (so I have had to pay that twice, despite no results). Once again, weeks have passed with no results. In fact, according to their site they have had my sample for weeks, but have not even attempted to extract the REMOVED(there are several more required steps after they finally do that). It has been months of this, and I would like my results/a refund. I am one of many individuals online experiencing this from Nebula Genomics, and it is unjust. Kit number: REMOVED

  Business Response

  Date: 08/14/2025

  Hello REMOVED,

  We appreciate you sharing your experience thus far with us. We are sorry to learn that your original sample could not complete sequencing and require recollection. Your sample is currently being processed. We have informed our IT team about the progress bar not providing accurate updates. Our lab team is working hard to ensure that your data meets the highest standards of quality and accuracy before it is released. Once your results have passed all bioinformatics quality checks, they will be uploaded to your account.

  Sincerely,

  DNA Complete Support

• Initial Complaint

  Date:06/25/2025

  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.

  My sample arrived at the lab at the start of Feb2025. The advertised timeframe was 12 weeks. 20 weeks later and the status on the website so still showing as Arrived At Lab. 3 emails to customer support, just to be told nothing of any importance and still no service delivered for the money I paid. It is beyond frustrating and borderline criminal. I want my results or my money back.

  Business Response

  Date: 06/27/2025

  Dear Valued Customer,

  Thank you for sharing your concerns with us. We understand that your sample results have been delayed, and we sincerely apologize for this. We completely empathize with your situation and want to assure you that we are doing everything we can to resolve this issue promptly.
  
  We take pride in providing efficient and timely results to our customers, and we understand the importance of delivering accurate results in a timely manner. Unfortunately, there were some unforeseen quality issues with this sample that have caused a resulting delay.
  
  Please know that your sample is still in our possession, and we are actively working on processing it. We have taken additional quality measures to ensure your report is accurate. Our team is committed to ensuring the highest standard of accuracy and quality for your results.
  
  We genuinely appreciate your patience and understanding during this challenging time. Once again, we apologize for the delay . We value your business and remain committed to providing you with the best service possible.
  

  Sincerely,

  The Support Team

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because I was told months ago that if the current sample doesnt meet the quality requirements, Nebula will organise a new kit sent out to ro do the sample. Now after 5 months telling me there is a quality issue is not acceptable. I could have provided a new sample ages ago. I would like either immediate results or my money back.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 07/08/2025

  Hello, 

   

  Thank you for following up. The support team greatly appreciates your patience. To maintain customer privacy and security, the support team does not have access to lab metrics results or sample location within processing. Furthermore, due to the many factors that can affect processing, we are unable to offer an estimated timeline at this time.
  We kindly ask you to refer to our Refund and Cancellation Policy, always available on our website and provided at checkout, where it indicates that we do not guarantee delivery dates. Our team is actively working towards completing your sample.
  Once the sample passes bioinformatics review, you will receive an email.
  We can assure you that our process encompasses ensuring viability of your samples through things like lysis buffers and temperature control. Our team will only release results that meet our high quality metrics, so you can feel confident knowing that the data delivered has met/surpassed those. These metrics are one of the factors that set us apart from other similar companies and why we have so much confidence in the service. 
  
  Kind Regards, 

  Support Team