Ronald G.
I mistakenly ordered for testing on a…
I mistakenly ordered for testing on a sample from another service, so I immediately ordered the full test and asked by email for refund of the retesting order. No reply. Mailed again. No reply. Eight weeks have passed since I sent in my sample. Emailed hello@genopalate again, still o reply. Posted on their twitter account, no response. Their website says to use their chat feature for customer service, but there's no chat button on the page, no email address, no address to write them. I've concluded it's either an outright fraud or they're in over their heads and are purposely cutting off inquiries because they have accepted more business than they can process and don't have the resources to respond to all the people waiting for overdue results. I'm done with them and and filing complaints today with the FTC and NC attorney general's consumer office. Update: This and posting on their twitter feed is what it took to get their attention and get them to take action. They apologized, refunded my first order in error, and promised my results would be done in a few days. We'll see. I'll circle back to this post when that happens, or doesn't.
Response from GenoPalateFeb 17, 2020
Hi Ronald, I sincerely apologize for the poor experience that you've had with us. We just emailed you a few minutes ago regarding your concerns. If you have any further questions or concerns for us in the future, please let us know by emailing [email protected]. Have a great day, The GenoPalate® Team