Sequencing.comReviews of sequencing.com

Fast refund. Easy to contact.

The information is very detailed and took this old man some time to digest it. Nevertheless it is very informative and enlightening. Thanks.

I've been happy with quick response time to questions I've had about my result from their customer service team, specifically Logan. They are always respectful, thorough, and they address my concern best they're able.

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 found a life-long genetic issue using this service. I also confirmed and diagnosed another suspected issue that was previously incompletely sequenced by one of those consumer-grade ancestry services. And, in addition, by having access to the full genome, I was able to eliminate suspected diagnoses fitting the clinical synopsis of multiple genetic issues. leading to discovering the true genetic basis for the issues at hand. I do genetic analysis as part of my practice. Without the complete genome, something will be definitely missed. I would definitely recommend sequencing.com to anyone who is looking for the true and root cause of issues that the modern medical doctor is in the dark about.

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.