FamilyTreeDNAReviews of familytreedna.com

Response from FamilyTreeDNAJul 7, 2025

We’re sorry to hear about your frustration. Please know that FamilyTreeDNA is a well-established company with more than 2 million customers worldwide, and we take customer satisfaction seriously. We’ve sent you a request for additional information so we can locate your order and have our Customer Support team reach out to assist you directly. We’d love the opportunity to help resolve this and make sure you receive the service you paid for.

Response from FamilyTreeDNAJul 1, 2025

Thanks for the great feedback! Happy to hear you are enjoying the journey with us!

Response from FamilyTreeDNAJun 24, 2025

Thank you so much for your kind words and thoughtful feedback! We're thrilled to hear that our mtDNA test helped you discover more about your maternal ancestry than you expected — that’s exactly the kind of meaningful insight we aim to provide. We’re also glad our customer service team made a positive impression. We know that diving into genetic genealogy can feel a bit overwhelming at first, so we truly appreciate your note about making the experience more user-friendly. That’s something we’re actively working on, and your input helps us improve. Thanks again for being part of the FamilyTreeDNA community — and for trusting us with your journey of discovery!

Response from FamilyTreeDNAJun 24, 2025

Thank you for your feedback, and we’re truly sorry to hear about your experience. We understand your frustration, and we sincerely apologize for the extended wait you endured. We double-checked your order and can confirm that your Big Y results were released earlier this month. As you mentioned, there was a significant delay due to a quality control (QC) issue that temporarily impacted a group of samples, including yours. We’re happy to share that the issue has since been resolved, and we've implemented improvements to help prevent similar delays in the future. While most of our DNA tests typically take 3–8 weeks to complete, Big Y is a much more complex test. It runs across multiple machines and includes additional processing steps, which means it naturally requires more time. That said, we’ve made significant lab enhancements, and Big Y results are now being delivered in approximately 12–13 weeks. We deeply regret the delay and truly appreciate your patience. We hope you've had a chance to explore your Big Y results and begin uncovering new insights about your ancestry. If you're willing, we’d love to hear what you think of your results now that they’re available — and we would be grateful if you’d consider updating your review to reflect your full experience.

Response from FamilyTreeDNAJun 24, 2025

We’re sorry for the delay in our customer service response and any frustration it may have caused. We’ve sent a request for additional information so we can look into this further and help resolve the issue as quickly as possible. Thank you for your patience — we’re here to help.

Response from FamilyTreeDNAJun 24, 2025

Hi there — we're very sorry to hear about your experience and the delay in receiving support. That’s not the level of service we aim to provide. We’ve sent you a request for additional information so we can look into this further and ensure it’s resolved as quickly as possible. If your issue has already been taken care of, no further action is needed. Thank you for your patience — we appreciate you bringing this to our attention.

Response from FamilyTreeDNAJun 24, 2025

Thank you for sharing your feedback — we’re sorry to hear that your experience didn’t meet expectations. We appreciate your thoughts on the mitochondrial test and understand the importance of clear, consistent results and historical context like branch dating. We’re continuing to make improvements to our platform, and feedback like yours helps shape that work. Regarding your support experience, we sincerely apologize. That’s not the level of service we strive to provide. We’ve asked our Customer Service team to reach out to you directly to help address your concerns in more detail and ensure you receive the support you deserve. Thank you again for taking the time to share your experience — we’re committed to improving and helping you get the most out of your results.

Response from FamilyTreeDNAJun 24, 2025

Thank you so much for your thoughtful review — we really appreciate both the pros and the constructive feedback. We’re glad to hear you’re enjoying the new mtDNA Mitotree update! It’s exciting to see the scientific community and our tools evolving to highlight just how valuable mtDNA can be in genetic genealogy. You’re absolutely right about group project communication — better interaction and notifications would be a great enhancement, and we’ve shared your suggestion with our product team. Thank you as well for the kind words about our staff. We’re always working to improve across all channels, including our community spaces, and your support truly means a lot as we grow.