Complaintsfor23andMe, Inc.
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Complaint Details
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Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of transaction 04/27/24 amount taken from my account is $125. I got an email stating I could get the dna reports for $69. So I went ahead and ordered it, I went to back out but the site was so laggy and slow that it didn't register and I was charged $125. The policy states I have 60 minutes to request a refund which I did. They quoted me the price of $69 I feel it is wrong that they list that then when I go ahead to purchase it changes the price. I've emailed and they are telling me it's non refundable.Business response
05/01/2024
Hello,
We're sorry to hear that the offered discount was not applied to your order. A member of our team has followed up with you through your existing ticket with ************* (#********. Please locate a new email from **************************************** We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Customer response
05/02/2024
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
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been unable to access my 23andMe account for close to a year. I have repeatedly emailed, telephoned, and used their chat feature asking to restore access to my account. Their agents keep promising my issue will get elevated to a special team, that the problem stems from a spam/unsubscribe request from my email, and other such excuses. Nothing restores my access. I regularly receive "New DNA Relatives" emails -just got one a few days ago--so I clearly have not reported their email as spam or unsubscribed. On the log in page to their website, it says my account is locked because of too many log in attempts. I cannot reset the password or get the email to do so. They tell me to send an email to something like donotreply@23andme to see if I can receive emails from them. It used to work but now it doesn't.Business response
05/01/2024
Hello,
We're sorry to hear that you've been experiencing difficulty accessing your account. Our records show that one of our team members was able to assist you through your existing ticket (#*******). If you require any further assistance, please don't hesitate in responding to your ticket or emailing ***************************************.
Sincerely,
The 23andMe Team
Customer response
05/02/2024
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
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I cancelled an auto renewal with 23@me three times before it took and I got a confirmation email but only after they charged me $69 which was over a 100% increase. I think they are using unfair and unethical business practices by not canceling when you complete the form online. Then, I was promised a refund of the service by an employee on 4/10 and now Im told they wont honor it. It looks like this has happened to thousands of people according to business reports. I thought they were a reputable company who could be trusted with not only my private information but also to do the right thing. Their company is in serious trouble financial trouble so they resort to scamming people. I need the refund I was promised!Business response
05/01/2024
Hello,
Our records show that one of our team members was able to assist you through your existing ticket with ************* (#********. If you require any further assistance, please don't hesitate in responding to your existing ticket or emailing ***************************************.
Sincerely,
The 23andMe Team
Customer response
05/03/2024
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. They made it more difficult than it should have been but I was refunded.
Sincerely,
***********************Initial Complaint
04/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
LOCKED OUT OF MY ACCOUNT. TRIED CONTACTING CUSTOMER SERVICE. SENT A FAX WITH A COPY OF MYID AS REQUESTED BUT STILL NO RESPONSE [confirmation attached] . CANNOT ACCESS MY DATA. I HAVE NOT BEEN ABLE TO UTILIZE OR ACCESS THE SERVICE FOR WHICH I PAY AN ANNUAL FEE. HIGHLY DISSATISFIED WITH THEIR CUSTOMER SERVICE. PLEASE ALLOW ME TO RESET MY PASSWORDBusiness response
05/01/2024
Hello,
We're sorry to hear that you've been experiencing difficulty accessing your account. Our records show that one of our team members was able to assist you through your existing ticket (#*******). If you require any further assistance, please don't hesitate in responding to your ticket or emailing ***************************************.
Sincerely,
The 23andMe Team
Customer response
05/02/2024
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
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been waiting to see my profile and family history for 6 months.And been told that they are working on a problem which they dont say.I have been a member 2010, not used their services in a long while. And I cant get into since November 2023. Sent all my information about myself to them as they asked. They know me and see me as a member.*******Business response
04/19/2024
Hello,
We sincerely apologize for the delay on following up on your request as we have been experiencing an increased volume of inquiries. A team member is currently reviewing the documentation you submitted and will respond to your existing ticket (#*******) as soon we have updated your account email address.
We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
04/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
23 and Me is holding my DNA report hostage. I sent in my DNA about 5 years ago and haven't logged into my account for a long time. I tried to log into my account recently and my DNA report has disappeared. I have been spun around in circles over the phone and through email to try and retrieve my DNA report. 23 and Me has turned out to be shady over the year with unethical business practices. Like a few other people who have posted their complaints, I was told to send in my driver's license and fill out a form. I did that a week ago and still not have received a respsonse. I have been reaching out to 23 and Me for help for almost a month now and I still do not have access to my DNA report.Like I said, holding people's DNA hostage is unethical.Business response
04/15/2024
Hello,
We understand that you require assistance accessing your 23andMe account. We apologize for the delay in responding, as we have been experiencing an increased volume of inquiries. One of our team members has reviewed the documentation you submitted and responded to your existing ticket (#*******). Please locate a new email from **************************************** We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
04/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to file a formal complaint against 23andMe for denying access to the *** testing account I purchased and manage for my mother, *******************************.Originally, my mothers account existed separately. Years ago, I formally requested to link it with our family account for easier management and to share ancestry insights. 23andMe failed to complete this process.Recently, due to a security breach at 23andMe, additional security measures were implemented. Unfortunately, these measures have unreasonably prevented both my mother and me from accessing her account. I have diligently worked with 23andMe customer service to resolve this issue, providing all requested documentation.Despite my efforts, 23andMe continues to create delays and barriers. I have provided every piece of documentation they requested. My most recent communication indicated that the issue was escalated to a different department with a potential resolution timeframe of 1-2 months. This is unacceptable.I demand the following:Immediate restoration of access to my mother's 23andMe account.Transfer of her account into our existing family account as originally requested.Failure to comply within 7 days will force me to escalate this matter through all available channels, including consumer protection agencies, legal action, and public exposure of 23andMe's negligence regarding the security breach and their subsequent obstruction of customer rights.Business response
04/15/2024
Hello,
We sincerely apologize for the delay in completing your request, as we have been experiencing an increased volume of inquiries. One of our team members has reviewed the documentation you submitted and is processing your email change request. Please locate a new email from **************************************** We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
04/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have called their customer service number now 6 times within the last 6 months with no help. I am locked out of my account and also my email address has changed from when I first bought the kit. Each time I call customer service, they state that my request has been escalated, but theres no time frame of when it will be resolved. The only time I have ever gotten an email from them was requesting me to send a copy of my drivers license and fill out a form that they provided. I filled out the form and emailed it back to them several months ago. Still, each time I call they keep saying its escalated. Its been 6 months!!! Horrible customer service and Im really regretting purchasing this kit because of this. I had the same issue with being locked out and email change with Ancestry DNA, and they helped me immediately! So why is 23 and Me, so difficult and SO unhelpful??? They clearly dont care. 6 months and not being able to log in now to see my new matches, and so much time spent calling and getting absolutely nowhere.Business response
04/22/2024
Hello,
We sincerely apologize for the delay in responding to your most recent message, as we have been experiencing an increased volume of inquiries. One of our team members has responded to your existing ticket (#*******). Please locate a new message from *************************************** in your inbox. We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
03/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 24, I received an email from 23andme with a promotion to add my health report to my already purchased ancestry report. Ive had no issues with my ancestry report and have liked it thus far, so I decided to purchase the health report for me and my partner. It immediately shows your results. Upon logging in to see my results, it says I cant see any of the important genetic reports unless I upgrade to 23andme subscription! No where in the email did it state that. The info the health report gave for the 80$ I spent is laughable. Its the basic info you get at *******************. It is an absolute SCAM. I emailed 23 and me immediately with why the email or purchase page say that I wouldnt get my health report. Just a snippet for 80 dollars. They gave an auto reply and didnt even type in the correct amount, which tells me they do this often to people. You cant get a real response. I regret ever going to this company. Their dna service was ok, and worth the price but the health report was a complete lie, they lied and false advertised their health report add on. That costed more then my original dna report! Which is insane. I emailed them again and no response. Im fed upBusiness response
04/08/2024
Hello,
We understand that you recently upgraded from the **************** to the Health + **************** and are disappointed in the reports available to you. Please note that we do make a list of reports available on the purchase page. Certain reports are only available with a 23andMe+ Premium Membership. A ************ available for our different services are also available on our site: *********************************************************
One of our team members has responded to your existing ticket (#*******) with more information. Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe Team
Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
23 and Me charged ***** to my credit card without my authorization 2 days ago. When I brought it to their attention, they refused to refund the charge. This company is a scam, and should under no circumstances have access to anyones credit card number for any reason.Business response
04/08/2024
Hello,
We understand your 23andMe+ Premium Membership renewed and you are requesting a refund. We have reviewed your 23andMe account and can confirm a renewal reminder email with the subject line, "A friendly reminder about your 23andMe+ membership," was successfully sent to your inbox on February 22, 2024 7:34?AM PT.
When you originally signed up for 23andMe+ Premium, you were informed that this would automatically renew each year and that the membership is non-refundable. This is stated on the purchasing page as well as the Membership Terms, which you agreed upon when completing this purchase. You can view our Membership Terms here: **************************************************************
According to our records, you cancelled the auto-renewal for your 23andMe+ Premium Membership after it had already renewed. You will retain access to the reports and features included in the membership until the end of your billing cycle, on March 23, 2025. At the end of your billing cycle, you will lose access to the 23andMe+ Premium Membership reports and features. However, you will still have access to all of the reports and features included in the Health + Ancestry Service.
23andMe+ Premium is non-refundable. Please see our full refund policy at the following link: ***************************************************************************
Sincerely,
The 23andMe TeamCustomer response
04/13/2024
Complaint: 21491850
I am rejecting this response because: this business never stated that they would more than double the price upon renewal. I never saw the renewal reminder they claim to have sent. I asked for a refund as soon as I saw the charge, and did not utilize the service.
Sincerely,
*********************Business response
04/15/2024
Hello,
The renewal reminder email that was delivered to your email inbox on February 22nd also stated the price your membership would be renewing at. 23andMe may change pricing options from time to time. For more information, you may visit **************************************************.
The new price of 23andMe+ Premium reflects the value that's been added to the Membership which includes 35+ reports and features since launch of the service. We apologize if the change in the pricing structure of our annual 23andMe+ Premium Membership may have caused any inconvenience, and we appreciate your feedback.
Your comments will be taken into consideration as we continue to develop our service.
Sincerely,
The 23andMe Team
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Contact Information
Customer Complaints Summary
226 total complaints in the last 3 years.
167 complaints closed in the last 12 months.