K R.
You don't want to read the reviews because the promise of knowing your dog's breed is so exciting..
5/1/2025 I purchased 2 Doggy DNA kits from Ancestry.com. In creating a profile, the app asks you what your best guess is as to breed of the dog. I know that I inputted "Pomeranian and Pekingese" for dog #1 as that's what we were told at his rescue. The samples were mailed back and "analyzed" and our results were posted 7/8/25. We are to believe that dog #2, our rescued mutt, is a purebred shih tzu, despite the fact that he is much bigger and looks nothing like a shih tzu. I could not recall what guess I inputted for him and it turns out there is no way to find out. Regardless, dog #1 came back exactly 50% Pomeranian 50% Pekingese. Quite curiously coincidental after the flub with dog #2. These results reflect that the samples were clearly not analyzed. I have reached out via the Ancestry process; submit a complaint on their site, and someone will email you. No one has emailed me for a week after 3 complaints. I finally called Ancestry themselves today and was told that the transaction was non-refundable. They never asked why I was requesting a refund. This was the second time I called. The first time, they put me on hold to find my account. For 10 minutes. I hung up and called back, was denied a refund, and when I questioned it, the line went quiet. The agent was still on the phone but decided not to speak anymore. This is highly unprofessional, and I just want the situation rectified.
Response from Know Your Pet DNA by AncestryJul 25, 2025
Thanks very much for taking the time to share your feedback with us. Thanks as well for choosing our Know Your Pet DNA test to help you learn more about your dogs! We're glad you've received their results lately, though we're sorry to hear of any concerns regarding their accuracy. We wanted to reach out to let you know that we test every sample sent to us multiple times, and we also perform a series of quality checks throughout the testing process to make sure we're providing the best and most accurate results possible. Should our lab find an issue with a sample that would prevent us from providing results that we stand by, our lab will cease the testing process for that sample, and then offer you a free replacement test to repeat the process with a new and viable sample. You may also recall registering your dog's kit with a unique activation code, which helps to ensure that the results will be for your pup in particular. To calculate the results, we analyze your dog's DNA across 700,000 markers and then compare this to our reference panel to find genetic similarities. We have a fantastic article from our site on the topic of finding unexpected breeds that we hope can help to clear things up: https://support.petdna.ancestry.com/s/article/Unexpected-Breed-Results-for-Your-Pet We hope this insight is helpful, but if you have any further queries, please don't hesitate to reach out to our support team again, who would be more than happy to review this for you further. If that's needed, you'll be able to contact us here: https://support.petdna.ancestry.com/s/contactsupport Please note that you'll initially be met by our virtual agent, Winston, but if you type "agent" and hit send, your query will be forwarded to our team for review. When contacting us, please ensure you provide the email address connected to your Know Your Pet DNA account, and provide the following details so our team can best assist you: - Some pictures of your dog and the reason why you think the results are incorrect. - The height and weight of your pup - If known, please provide the registration code used to register your dog's test in your account. Thanks so much for getting in touch so we could provide this insight! We hope this helps, but we look forward to hearing from you should you need any further assistance with this. Have a great weekend as well!