Sequencing.comReviews of sequencing.com

I honestly don't know where to begin. The first kit package we ordered came with the Rare Disease report, and the sales page explicitly said that those who ordered the special genome package with the Rare Disease report would get the upgraded NextGen report free when it was available. This did not happen. We only got temporary access to the NextGen report and then it seems it was "bait and switched" to only coming with an active subscription. We certainly don't have access to it now! The reason we had this genome sequenced was exactly for the NexGen report, so that was a flop. (To rant a bit more, the earlier, more rudimentary Rare Disease report itself was not complete - it didn't show the results for all the rare diseases even though those genes did show up on the genome. This was a flaw customer service acknowledged but said it would all be fixed in the NexGen report - but they didn't mention we wouldn't have access to the NexGen report permanently, as we had been promised to on the sales page.) We ordered two additional kits for other people - don't ask me why, lol! I guess we thought it would be worth the grief. When we were ready to register those kits, the system would not allow us to register unless we input a credit card into the account - even though we'd already paid for the kits and didn't intend to continue the subscriptions beyond the trial period. It was weird and felt very scammy. We shouldn't need to upload a credit card months after full payment was completed in order to register - to in fact use - the kits. Is that even legal? I honestly don't know. Now the trial period is nearly over and I'm trying to go in to remove the credit card from the account to protect our account, but there is no option to remove it. The "delete" option is grayed out. After some trial and error, it appears the only way to remove the credit card is to replace it with another one! What?! I don't *think* I'm making a "user error" here, but who knows? But I mean I've been making online orders for what feels like a lifetime and I'm at a loss to figure out how to get that credit card off of my account. To me this doesn't feel like the practices of a legit company. It feels like the practices of a company that has no transparency at best and is actively up to shenanigans at worst. There were other disappointments I don't have the energy to list here, having to do with the breast cancer reports included in the package not being able to be downloaded, the website functionality, the unavailable transaction documentation, the weird customer support experiences, and the apparent assumption the company in general seems to have that customers can afford an exorbitant per person monthly fee just to access their full genome search function. I'm super disappointed and wish I knew of a better alternative out there for getting one's whole genome sequenced and analyzed. I'm going to be on the lookout for one for sure! Edited July 30 2024 to add: Based on what TrustPilot has communicated with me, it seems Sequencing.com made at least two attempts to bring doubt on the validity of my review, as I prefer to remain anonymous. I am a real customer of Sequencing.com. Not another company. Just to make it clear, there was no mistake. For any prospective customers who wish to judge the validity of my experiences, searching for similar complaints to mine on this and other sites will be elucidating. (I very nearly didn't use this company due to the many complaints I read beforehand, but I did so anyway, deciding to take that risk.)

They claim whole genome sequencing but when you do get the results - #1 - you have to pay an unadvertised "membership fee" to access your results #2. You cannot download your genome file and #3 - they only sequence a small portion then tell you to buy a whole genome kit to get the full reports. Ummm...did that. This is what I get? Less than 10% Methinks there is something fishy about this company.

The company promises Whole Genome Sequencing and claims compatibility with other formats. Reality: 1. The WGS data isn't available. - The website shows the file names of WGS (BAM, FASTQ), but you can't download them. It tell you that you need to contact support for that. - When I contact support (June 5) they quickly ask me for a confirmation if I really want them - After I immeditely confirmed, the support is silent - My reminder on June 22 didn't get any response either. - Moreover, on June 22 I wasn't able to log in to sequencing.com with the same password saved in the password manager. I can't reset the password either. - Support ticket about being unable to login was also silent... 2. The standard files they let you download wasn't accepted by a third-party service that successfully takes 23andme files. So, something is off with that compatibility. 3. It did show me some genetic reports, but I'm not sure how this is different from non-WGS services.

42+ weeks to finally get results! Original kit from 8/31/2023 was months behind delivery date, so customer support cancelled it and sent a new kit with expedited processing on 3/22/2024. Results just arrived 7/4/2024 for the supposed ~6 week expedited replacement, so the support team cancelling the first kit may not have been the best idea.

I will give every detail of my experience so it all makes sense, so bear with the long review. My mom saw a discount on the full test kit and said she'd buy a kit for me and a kit for my sister as long as we paid her back as possible. The discount was on the expidited test so we recieved the kits rather fast. It took us a few weeks to actually open the kits and do the test, but we read every word of every paper and did everything as instructed. The kits require an activation process for their online system so I used my email to activate the kit and set up an account on their website. It is very important to keep in mind that I used my email to activate the kit. Then we sent our kits back at the same time. On April 11th I received an email confirming they got the kit. On April 26th I recieved an email saying that the kit has begun the sequencing process. I checked the kit status page on their website multiple times a week to see if there were any updates on my kit. Since April 26th the website has just said that my kit was in the sequencing process. My sister recieved her results a week ago, I believe on Jun 10th. So I figured my kit would be done soon to. But after waiting a whole week I decided to email support for an update. The website clearly stated that my kit was still in the sequencing process so I was hoping to hear it would be done soon. This is where I was made aware of the problem. Support informed me that they had sent an email to the one who ordered the kit on April 10th. A whole 24 hours before they sent me the confirmation of receiving the kit. They claimed to have informed my mother, on April 10th, that the vial in my kit did not have the provided label and could not be sequenced. They did not inform me, the one who activated the kit. They did not put the issue on the website where I can supposedly see all updates on my kit. Instead they informed me multiple times that the kit was undergoing the expected process. On April 11th and 26th they directly confirmed it through email. And every single time I opened the website they confirmed it through the kit status page. According to support, those confirmation emails are completely automated and had no relation to the legitimate status of my kit. That means that those emails are inherently false and a blatant lie to placate anyone that buys a kit. Because of those emails I had waited until today, June 20th, for my kit to be completed. I have been waiting since April 11th. A whole 10 weeks. I was planning on bringing the results to my doctor to review and see about testing for any possible conditions. Because I was planning to set up tests with my doctor I had pushed back the start date of my new job. I needed a lot of free days for testing. Thankfully I only pushed it back a few weeks since I wasn't even in the hiring and training process until after sending my kit back, but my life and potential income was interrupted by these issues. I will begrudgingly admit that support was helpful. They have promised a replacement kit with the "ultra rapid" upgrade so that the results will be back in only three weeks instead of eight. It is appreciated that they are at least doing something to make up for these mistakes. However, I must stand by giving one star. They are a genetic sequencing lab that can list concerns of possible genetic conditions. The results they provide can change lives for the better. However, they changed mine for the worse by giving me false confirmations that influenced my decisions and my schedule. I will not change the one star until these issues are completely fixed. I expect the automated emails to be changed for total accuracy. Either by manually sending the emails at the appropriate time or by updating the automation process to only send the emails when the kit is accurately registered as having met the criteria (being recieved, being sequenced, etc). I expect any emails concerning the kit to be sent to the one who activates the kit. The one who activates it is the one using it, so they are the one checking for any updates or issues. I have no problem with issues being sent to the one who ordered the kit so long as that email is also sent to the one who activated the kit. And finally, I expect the website to be fully updated to provided accurate updates on the status of any kits. It is completely unacceptable that the supposed status page is automated to provide placations rather than having a manual input that provides fully accurate information. If at any time they prove to have followed through on these necessary improvements I will change my review to reflect the helpfulness of their support and the improved quality of their service. Until then I will whole heartedly caution against using their services.

I spent a considerable amount for the full DNA sequencing. I literally saved up for this and spent my savings. I was hopeful I could get answers. This was last September. I still don’t have results. The company upgraded me to an expedited test kit 4-6 weeks and it’s still not processed. At this point I want a refund and I’ve requested it several times. It’s a kick to the gut to get emails celebrating rare disease day and also all the promotions they give new customers, when I’m still waiting for results. There’s a new kit promising results in 2 weeks. I’ve requested that as a solution. I haven’t had an email response in weeks.

I ordered a kit and cannot get it activated unless I give them a credit card number. I prepaid for the kit so this is not necessary. Seems sketchy to me. I paid for the service and cannot seem to get it done. I will ask for a refund because I am not giving them a credit card number.

Predatory billing. They signed me up for a subscription, and I had them cancel it. They apologized and refunded me. Then I find out that they signed me up for a different subscription. When I emailed them, they told me to go in and cancel the subscription with detailed steps. However there is no option to cancel. The only option is to upgrade to an even more expensive plan. So I called to try to speak to a human about how ridiculous this all is, but there is no one there to answer the phone. So I need to call my bank and talk to them about halting payment to these grifters. Unprofessional, and will steal your money