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Business Profile

DNA Testing

Dante Labs Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Complaints

Customer Complaints Summary

  • 89 total complaints in the last 3 years.
  • 36 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Complaint Description:On June 24, 2025, I paid 199 by credit card to Dante Labs for a complete set of updated DNA reports, based on the full genome sequencing I previously completed with them in 2021.While the original process in 2021 involved long delays, the reports were of high quality. ********* that the company had improved its operations since then, I placed a new order for updated reports, which, according to their website, included:An email confirming my order and **************** of the reports within 24 hours.Neither of these commitments were honored.I never received a confirmation email, and the reports were never delivered. It has now been more than three weeks, and despite multiple reminders and messages sent through their official support channels, I have received no response ************* this point, Im questioning whether Dante Labs is still operational. If they are unable or unwilling to deliver what I paid for, I expect a full refund. At the very least, I deserve proper communication and resolution of this issue.

  • Initial Complaint

    Date:06/26/2025

    Type:Product Issues
    Status:
    Unanswered
    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 orders a DNA test more than a year ago. It took forever to get ahold of anyone. eventually the company gave me alt shipping address to their over seas facility because the US one wasn't responding.its been a year now and I still don't have anything except for conf they got my testing kit.I'd either like my money back or MY results (trust is low at this moment).

  • Initial Complaint

    Date:06/26/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 April 2024 I ordered a DNA kit from Dante Labs based on the recommendation of a colleague (apparently, it was quite some time before that he had successfully used their services). Despite several attempts to contact them, I never received the results of my testing, nor a refund. The order cost me 407 euros. I filed a complaint with my bank, but they were not able to pursue it, nor were the European equivalents of the BBB, as the compand headquartered in the **** This is the worst kind of company, as one can only guess what they've done with my private health information or to whom it was sold. Given the number of complaints, I hope action can be taken to hinder their fraudulent business practices moving forward.Any assistance in this matter would be greatly appreciated. Thank you.

  • Initial Complaint

    Date:06/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the Genome test from Dante Labs on 28 December 2022. I paid 398 Euros for 2 kits. Both bloodwork kits (********* were received by Dante Labs in the US on 31st of January 2023. The turnaround time was supposed to be 8 weeks. I have been waiting for 2.5 years and have never received my results. Even worse, customer service stopped replying over a year ago, and Ive had no communication since. When they did reply, they would just say it takes more time.

  • Initial Complaint

    Date:06/16/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    On 05/31/2024 I purchased 2 DNA Kits from DanteLabs for $698 with expected delivery of the Full Genome Reports between 08/31/2024 and 11/31/2024. Dates were based upon DanteLabs stated policy from their website.I have never received any reports and am now being ignored by DanteLabs. After multiple attempts to contact them (email only allowed by Dante), they have stopped replying and have not sent any reports. They did acknowledge receipt of both DNA sample kits I sent to them.

    Customer Answer

    Date: 07/13/2025

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

    **** *****

  • Initial Complaint

    Date:06/11/2025

    Type:Order Issues
    Status:
    Unanswered
    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.
    June 9, 2024 we purchased genome sequencing through Dante labs for my disabled son. They were running a promotion and we took advantage of this lower price. June 24, 2024 Dante labs received his sample per tracking information. His kit was registered and so we were able to see his status via their website login. After weeks of nothing, and worried they had lost his sample I started to message them through their website and send them emails. A few weeks later I received a canned response saying once the sample was received his account would be updated. Sometime in October 2024, his account was updated to awaiting quality control. Now June 2025 and his account remains awaiting quality control. I have continued to email and send messages through their website with NO response. I started sending demand emails and messages in December 2024 for his results or his money back. Now, June 11, 2025, NO results, NO refund, NO reply from Dante Labs. Per their own terms of service they have committed fraud. They took my disabled sons *** money for a service that they have not provided.

  • Initial Complaint

    Date:06/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 February of this year, we purchased an add-on test from this company (an add-on from a previously purchased test, in which the website claimed to make this add-on test possible). We have since then contacted Dante Labs regarding this test, as we have not received information in the time window described. We paid $40 for this test. We have reached out five times over email & multiple times over call and have received no response from the company. Upon searching online, we have found that MANY others have had this same issue- either not receiving their results after months to years or not hearing from the customer service department/company at all after contact. We are simply seeking a refund & wanting to place a complaint that a company storing genetic data is mishandling tests and communication this drastically.

  • Initial Complaint

    Date:05/21/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered blood DNA test kit - followed instructions. Mailed in blood sample for DNA. It was held up in customs in ***** for aprox 6 months. I resolved that by calling and emailing Dante labs and the mail carrier. Got confirmation the sample would be viable after all that time. It cleared customs. The website stated that it recieved sample awaiting quality control and it also states that if it doesnt meet criteria they will send me a new kit. Its been aprox 2 years or more I ordered test on November 18, 2023 and nothing has been done since. No customer service regarding this issue. The most current emails I have sent inquiring in the last year - No one has emailed me back to tell me status of processing blood sample for DNA testing. ********** account in the website never changes. When I was emailing before with questions- before blood sample was recieved I did recieve help. So I dont understand whats happening. I would really like my results rather than a refund because I am seeking help on what type of genetic issue I might have that is impacting my health.

    Customer Answer

    Date: 06/17/2025

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

    ********* ******

  • Initial Complaint

    Date:04/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a DNA test kit from Dante Labs along with all the reports. It cost 500 dollars. I received my kit. I drew my sample and sent it back using the postage paid label. This was almost a month ago. I go online and the web site says they are still waiting my sample. I have emailed the company at least 3 times and no reply or acknowledgement of my email. They have no 1800 or customer service number to call, just an email form. I would like either an refund or an update on the status of my sample and results.

    Customer Answer

    Date: 05/25/2025

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:04/25/2025

    Type:Delivery Issues
    Status:
    Unresolved
    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 May 2023, we ordered three DNA kits from Dante Labs (orders ********* *********** ********).The company promised to deliver DNA test results within a reasonable timeframe. However, more than 17 months have passed and we have not received any results.We reached out multiple times via email but received no clear responses or resolution.We delayed filing a complaint earlier because we were still hoping the company would respond and fulfill their commitment. The issue remains ongoing, as we are still waiting for the service we paid for.We are requesting either the delivery of the promised DNA results or a full refund.

    Customer Answer

    Date: 05/19/2025


    Dear BBB,
     
    Thank you for your follow-up.
     
    The company has not contacted me directly regarding my complaint. However, after I submitted the complaint to the BBB, I reached out to the company myself, and for the first time in many months, they responded.
     
    Their reply was as follows: "Please be assured that we are actively monitoring the progress and, more importantly, we are pushing the laboratory to complete the processing of your sample as quickly as possible. The samples have been inserted into our priority list."
     
    That said, my sample is still at the very first stage of the process (the quality check stage), and there has been no actual progress since then.

Dante Labs Inc. is NOT a BBB Accredited Business.

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