Reviews

Review Details

• Review fromTosha G

  Date: 02/05/2024

  1 star
  Horrible company. Terrible customer service. Questionable practices. I feel I cannot trust any of the data I received. Trying to cancel the subscription to this worthless company has been a nightmare. I would stay far away from Nebula.

• Review fromOlga B

  Date: 10/26/2023

  1 star
  Nebula Genomics is a fraudulent company. Their customer service is aimed at feeding customers lies about why their results are taking 6 months to obtain such as results are going through quality control process and such, instead of admitting that they lost the sample. At this point i have no hope to get anywhere with this company. I am beyond frustrated with them and, based on multiple negative reviews they have been having, hope they finally go out of business.

• Review fromLaura T

  Date: 07/01/2023

  1 star
  As other reviewers have mentioned, my sample was sent months ago and I am still waiting for results. The company has no customer telephone number, but when I emailed them regarding my kit, they only apologized but nothing happened. I emailed the two more times, still waiting for an answer to my question, i. e. what is happening to my kit? when will you have results? Thankfully, I did not buy the expensive package, approx. 900 dollars. I do not expect anything from them and, if this takes more time, I will file a complaint against the company.

  Nebula Genomics, Inc.

  Date: 07/05/2023

  Dear *****,

  Thank you for bringing this to our attention. We have looked into your order and see that your data transfer has been initiated. Please note that our typical processing time is ***** weeks. Having received your sample on 4/4/23, we are currently in week 13. Our support team has been in communication with our lab team regarding your results in an attempt to provide you with updates. Unfortunately, there is a technical glitch being worked on and that is causing a delay in delivery. We apologize for not being able to provide you with more concrete answers previously. We are doing everything in our power to get those results pushed through to your account. We appreciate your patience and understanding while our teams work hard to resolve this.

• Review fromHails T

  Date: 05/25/2023

  1 star
  DO NOT USE. Communication is AWFUL and the sequencing conveniently finishes as soon as your subscription expires. I waited months after sending in and conveniently my report was finished as soon as my subscription ended forcing me to pay another amount just to view my reports, the only thing I paid for to begin with. I didn't receive an email that my sequencing was received or done. This company *****

• Review fromSergey K

  Date: 03/03/2023

  1 star
  Bought two kits over a year ago, but did not submit our samples. Contacted Nebula, because the buffer in the collection kit may go bad, and our samples are likely botched. Nebula suggested 1) Paying again, the product price including compute time and reporting. So another ~$400 for two people.2) Submitting the old (!) samples to the lab. This will likely result in samples failing, lab wasting the time, and Nebula charging me again.In the personalized medicine space, companies work hard to get and retain clients. It would have cost Nebula less than $30 and some good will to provide replacement kits to a customer who enrolled his family. Instead they went after another $400. I am just obviously going to cut my losses and say bye to Nebula and their service. My advice - go with any other provider of services that is not trying to cheat you out of money. This is poor business.

  Nebula Genomics, Inc.

  Date: 03/13/2023

  Hello ******, We sincerely apologize for the distress you are experiencing. Our refund policy does indicate that we are not responsible for replacing or refunding any kits that are not sent in within 6 months. We investigated your inquiry with our support team. It does seem that they suggested you send the samples in and informed you that we cannot offer the volume discount you requested. Upon continued investigation, we found that the original kits were purchased two years ago and the kits you are referencing were replacement kits themselves. Our executive team has agreed to allow us to make an exception and provide you with two new kits. One of our support team members will reach out to you to coordinate this. We are always working to improve and hope to be able to serve you better in the future.