B. H.
Don't trust Sequencing.com with your precious DNA
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.
Response from Sequencing.comMar 28, 2024
We sincerely apologize for the delay that impacted your kit, which was processed using our previous sequencing service. We, too, shared your frustration with the turnaround time, which is why we recently launched a new sequencing service, which has 50% faster turnaround times. We did offer to send you a free replacement kit for our new sequencing service but you declined. Instead, you were provided with a full refund. While you did ask for your DNA to be shipped to you from the laboratory, this isn’t a service that we or any other genetic testing laboratory offer. Once your order was refunded and canceled, your kit and DNA sample were permanently destroyed.