Sequencing.comReviews of sequencing.com

1.Despite numerous requests for a URL link to upload my WGS to another company, they have failed to provide. And when do provide a file, it takes weeks and it STILL isn’t the format I need. They clearly know that. 2. One report is still malfunctioning after several months and has not been corrected. 3. Purchased a report and clicked the button to purchase the report for 50% off with upgrading to a Premium account. The report is running, and clearly a discount was applied because the total spent is less than the cost of the report but NO PREMIUM ACCESS. Such a disappointment in this company. Response to company’s response: nope! Upgrade was not instant. Took days and multiple requests. And files requested the second time went unanswered for several weeks. You pay a lot of money upfront to this company for WGS. Then to get more readily accessible information to your data, need to keep paying money. If you want your data to up load to another company, you first have to download the huge files (not a lot of folks have that kind of storage) and then re upload. They won’t provide a link to send to another company so the company can just get the data themselves. They claim security, but let’s be honest folks, it’s about forcing the customer to spend even more money with them. All of this should be disclosed upfront. Final response with a company I will not purchase from for the rest of my family: these files are LARGE. It’s arduous and even impossible unless you have external HDs and the time it takes is again… LONG. THEY CLAIM SECURITY AND DATA PROTECTION, BUT THEY ARE NOT BEING HONEST. ITS ABOUT FORCING THE CUSTOMER TO SPEND EVEN MORE MONEY DIRECTLY IN HOUSE WITH THEM.

Promised whole genome sequencing at 30x and provided low quality data containing errors, missing genes, and low coverage. Sequencing has not found a resolution for the issue and provided any updates 1 month after being notified. Update: Sequencing is quicker to respond to public reviews than to support issues. Despite their response below, they have not provided a solution yet and my latest questions to support have not been answered in 1 week.

In 09/2023, paid $399 and mailed my DNA to Sequencing.com. As of today, 03/20/2024, I've received no results. I've called customer service (no help). I've emailed them many times and always get the same answer paraphrased, "Your test is in the sequencing phase. That's all we know". They refuse to give me an idea of where in the sequencing phase it is, or when my test is to be completed. I've asked for a manager to call me (never got a call). I've asked to speak with the CEO, Brandon Colby, and they have refused, writing, "he's very busy". In utter desperation for my personal privacy, I've asked Sequencing.com to simply give me the vial of my precious DNA back. Again, they refuse, saying "it's in the sequencing phase, we have no control of our vendor who has it". I asked about their vendor, they wrote back they use an outside service for the sequencing phase, and the vial is not in their control! I've asked about their chain of command policies on handling such sensitive info (no response). At this point, I'm VERY concerned where my DNA is. WHO they gave it to; did they in turn share my DNA, and how is my DNA potentially being used? Will I ever get my DNA vial back, as requested? Please save your time, hopes, frustration, and your valued DNA with Sequencing.com, who based on every action I've had - appear to care less by giving nothing but excuses. Update 3/28/24: As one can see from Sequencing.com's reply, they have confirmed their REFUSAL to return my invaluable DNA. Upon my review here 4 days ago, Sequencing.com abruptly cancelled my order and refunded me. I've never asked for my DNA test to be cancelled, nor refunded. In the past month, I've been begging them to simply return my DNA. Why the abrupt cancellation, and ignore my demands for the return? Instead, they claim they will "destroy it". Why not simply return it to me? Upon placement of my order 6 months ago, I gave Sequencing.com two items: payment and DNA. I received only my payment back. This order is not complete without the return of both items. I have NO IDEA what they did / are doing with my DNA. They continue to take zero responsibility. I find this downright frightening. Their responses have been and continue to reflect their unethical standards.

It took months for them to complete my sequencing. When it was complete I got endless emails wanting me to pay more money so I could see the results. I asked them to send me my data which they promised to do. It has been 6 weeks and still no data. I would not recommend this company.

Extremely disappointing service. Do not waste your money here!!! I have been waiting over 24 weeks now for my results and still have no results and NO UPDATE. I've contacted support numerous times and I keep getting told they have no way of knowing when the lab will have the data ready. They should use better labs or more of them if they can't provide the service promised to customers. Avoid at all costs unless you want to waste your money!

I really looked forward to what I could learn about myself and my family's health struggles by doing this test. First I had to redo the test after months of waiting after the quality check failed. Then once I got the final results, because I'd accidentally loaded a 23andme file twice as I was waiting for these results, the data was very skewed, telling me I had all kinds of things wrong with me. Once that was cleared up (which I removed the duplicate file to fix the issue before their tech team even met about the issue), my data seemed to be right finally, and I found the tools very useful (minus some issues with their data joins that as a software engineer I noticed). And then I learned that a small amount of data is missed each time, so they are not truly testing 100% of the genome, but it's still much closer than 23andme etc. BUT the real disappointment came when I had an alarming result retested by my doctor through Invitae, and I do NOT have the genetic mutation that this test told me I do have. Now I feel I can't trust any of the results and wasted quite a large amount of money. Also, once the free premium membership is up, it's really difficult to use the genome explorer, and even their half off deal to get you to stay on is way too much for faulty data and faulty reporting. If it was like $2-$5/month, it might be worth it for the genome explorer columns, but again, you still can't be 100% confident in these results.

I was really excited about what sequencing seemed to offer after researching many companies before choosing them! But it’s now 22 weeks since my kit was received, and I’m still no where near receiving my results according to their tracker. Customer service say they’ll keep me updated and prioritise my results, but then never actually update me. It’s now been nine weeks since I first contacted them and I still don’t know when I might receive my results. Update - nearly 26 weeks - still don’t have my results and customer service say they can’t tell me when I will receive them. They have been stuck at the current stage for months. Starting to wonder if I’ll ever get them. I did receive a partial refund and a marketplace credit, which I am thankful for, but as I said to customer service I actually just want my results!!

UPDATE: After the long wait, the kit was ‘not successful’ due to it not meeting QC… absolutely do not recommend. This company takes forever and the kits are really expensive. They’ve had my test for almost 4 month and it says it may take 5 more weeks…. I’ve never had an experience like this. I would suggest researching competitors.