Embark VeterinaryReviews of embarkvet.com

My first time going to embark‘s website a pop-up says $60 off your next purchase when you sign up for our newsletter. Of course I’m gonna sign up, so I did, and then I got no discount. I spoke with someone in embarks customer service and explained the situation. This person whose name on the chat was Joe, which probably wasn’t real to begin with, said “oh that discount is for the breed and health kit and that kit itself has already discounted. Sorry for the confusion.” I sent them a screenshot of the pop-up window on their website and pointed out that it does not say that it is for a specific product at all. It is a general statement of sign up and you get $60 off your next purchase. The response was “I’ll forward this feedback so we can avoid this confusion in the future.” I responded with I would like a discount code in lieu of the inconvenience and confusion caused by them. I was offered a measly five dollars. That’s an insult. Talk about bait and switch deceptive marketing.

Customer service is non existent. Sent 3 samples back in the same envelope. Embark confirmed receipt and processed 2 of the samples. I've been desperately trying to contact them for weeks about the 3rdd. No reply on live chat, no reply to text message service, no reply to emails. Just ignored and no recourse. Will never use Embark again Edit for Embark reply as I cannot reply directly: This is a joke. You reply immediately to my review, yet I've been trying for weeks to contact you via all official methods, (and YES, within opening hours).

Purchased the test for $95. Sent it in April, never heard back from Embark. Tried contacting, but was told that they had no record of the test. Oh well I suppose.

They need to offer full disclosure of their dog Dna age test kit. I thought it would be accurate to at least a month or two when in reality, it's only accurate within 2 to 3 years. I did not need to pay $109 to find out such a vague window of age. I requested a refund, but they refused. Then, I read that many of the earlier dog Dna age tests got recalled and refunded by the company for inaccuracy.

First off, if you’re considering buying one of their test kits in 2026 (or multiple like I did) and live outside of the US, DON’T. Despite providing a self-addressed, Canadian stamped envelope in the test kit, if you go on their website they advise international (including Canadian) customers to courier their test kits back, however, they do not make any mention on the website of requiring customs declaration documents in their kits or on their website. The app bot customer service is useless so you have to text them because they refuse to provide a customer service telephone number. When I returned my test kits by 2-day, international courier at a cost of $184, they were delayed indefinitely at a customs hub in the US Midwest because there was no commercial invoice included. While this is not completely the fault of Embark/Illumina, if they had of provided customs declaration documents in the box or on their website, I suspect this issue may have been mitigated. I only received the customs documents from them after the fact when I advised them my courier package was trapped in Indianapolis for 4 days. They also refused to tell me how long the samples were viable for, assist by providing a commercial invoice to the courier company or consider issuing a refund. I’m sure I am not the only international customer this has happened to. It seems they are more than happy to sell international customers a DNA kit despite the probability it will never be returned in time or be returned when the sample is no longer viable. This crosses the line into fraud in my opinion.

The results of my dog's test are radically wrong! They've calculated my dogs age as being 11, but go figure, i've had my dog for at least 15 years & his age was estimated as between 3 & 5 when I got him. He's now a very old dog, so I would put his age between 18 & 20. I would not recommend this company or it's test. The test are very expensive. It's either a scam or the test is totally unreliable that it's not worth spending money on. A further update to my original review is that the company is refusing to give me a refund on the basis that they have followed their process. This is incredibly dishonest. It's appalling that they can justify keeping someone's money when their test is patently inaccurate.

​"I am beyond frustrated with the appalling service provided. I paid £210 and followed every single instruction to the letter, including using the specific labels provided. ​It has now been two months, and nobody seems to have the slightest clue where my samples are or what has happened to my results. The communication is, frankly, a joke. I’ve been stuck in a loop receiving the same canned email responses over and over again, with zero actual information or resolution. ​It feels like I’ve essentially thrown £210 into a black hole. Save yourself the headache and the money—avoid this lot at all costs. Utterly unprofessional."

Ordered 20th Feb, received 21st Feb. 148.90 pounds i contacted them in March 6th where is it. They claim it was broken in transit a second one will be sent out. March 21st they sent out a replacement. I sent it 1st April royal mail tracked. Its stuck at customs royal mail cant help and the computer customer service is ghost lighting me. AVOID THIS COMPANY UNLESS YOU WANT MONEY TAKEN!