Sequencing.comReviews of sequencing.com

It really, really did not sit well with me that I was charged on my credit card for a service I did not sign up for. Sequencing automatically enrolled me into a 30 day free trial for their new system. They then charged a credit card that was not on file, but had been used before. Yes, I got a refund the same day I asked for one. First of all, I have multiple screen shots showing them asking for me to put a credit card on file. Why did it do that if they already had my credit card on file? Why do you have my credit card on file when you're telling me it isn't? that's a MAJOR issue. I asked for an explanation to this business practice and it was played off like a glitch. Sorry but it looks from the outside looking in like shady business practice to me.

More than a year after I purchased WGS, I was charged $40 for a premium plan, completely out of nowhere! This is the second time the company have done this! Also, despite my online account showing no card information saved AND the fact that I got a new card recently, they still managed to charge me. That's fishy.

They could not process 1 out of 2 samples, okay fine. But is has been since January and there has been no update on one order and delayed still processing on another order. They said up to 12 weeks really its been over 6 months and no results, why bother, waste of 850$, no results, no feedback, no one to actually speak to.

My permissions to delete my genome files were removed. Sequencing will not fix the issue or delete the individual files. Based on this issue alone their claim that they are compliant with consumer data protection laws is false. I do not recommend this site.

I did not receive what I have purchased - I purchased a whole DNA testing and I did not receive the results. The reports are not accessible and I do not see the columns. Vendor did not inform me prior to the purchase that I will need to pay extra money - in addition to the advertised price - in order to access the results. This is pure false advertising.

Final Update - I had high hopes for this. After waiting months to get my test results, I am extremely disappointed. The test failed to detect my carrier status for a known genetic condition. I had genetic testing done with a large healthcare organization after my dad passed away at a young age from a rare condition. Yet, Sequencing’s testing failed to detect my carrier status (despite advertising that they are capable of detecting this genetic condition). Ultimately, I feel like this was a waste of money and would advise people to take the results with a grain of salt. It’s been 13 weeks since my kit was received by their laboratory. The last update was on 3/9 stating “sequencing is still in progress.” Their website claims results in 8-12 weeks from the lab’s receipt of the kit. However, this has not been my experience. Will edit my review once I receive my results. UPDATE - this is one of the worst companies that I have dealt with and I advise everyone to steer clear. After leaving my first review on Trustpilot, I heard from Hannah who assured me she had outreached the bioinformatics team to prioritize the processing of my kit and that my results should be ready today (3/29). However, on 3/27, the person who purchased the kit received an email stating that Sequencing had an issue processing payments so payment was unsuccessful. The failed payment notification is concerning and, quite frankly, seems fraudulent. The e-mail did not contain a kit number or order number to substantiate validity. The e-mail states, “If you have any questions or concerns, please reply to this email, and we will be happy to assist you.” However, when the person who purchased the kit did just that - their e-mail was returned as undeliverable. In addition, the “payment link” contained within the e-mail leads to balkantreatbox.com. This certainly does not seem legitimate and would make anyone question whether they were being scammed. The person who gifted the kit has attempted to outreach Sequencing several times by phone and e-mail and has yet to receive a response. Their website states that support is available Monday - Friday from 9AM to 5PM EST, but nobody answers the phone or returns messages. The kit was ordered at the end of November 2022. Therefore, it took nearly four months for someone from their company to notify the purchaser that their payment was unsuccessful. My kit was returned to Sequencing’s lab on December 9th, it is now the end of March. This is just inexcusable. How did they fail to notice before now? Further, since this was a gift, it makes it very awkward. I am now caught in the middle due to Sequencing’s ineptitude. Sequencing really dropped the ball on this one.

WORST COMPANY EVER! They will take money out of your account without permission then say you never paid them and cut off access which is incredibly limited any way. You pay for the kit then have to pay hundreds of dollars for any information at all. They blocked me from social media to avoid people seeing a bad review too. Their website is misleading. Their customer service is a nightmare. Nobody seems to know anything. They tell you you're wrong or a liar even if you provide proof. DO NOT USE THIS COMPANY! 23 and Me is FAR superior in terms of price and customer service, don't let them fool you! ITS A SCAM! Edited to reply: I was charged $1279 in total. I was only refunded $399. I was then locked out of my account TWICE after being told I didn't pay (6 months prior) due to a supposed system issue. This happened AFTER I filed a complaint with BBB. Then I was told I used their service and needed to pay them MORE money after they REFUSED to refund unauthorized charges for what I was told and confirmed was what for I had originally paid for. I made them aware of charges that weren't authorized the same day they were taken out of my account. They had ample time (5 MONTHS) to make me aware of system issues (affirm) stop the process and ask for payment. The time it took to recieve the kit, processed the kit and even started processing it was well over a month. The time it took from mailing it out to completion was well over 5 months. Only AFTER I disputed charges and made a formal complaint did they decide I didn't pay. I should make it known that in that timeframe I changed and closed my previous bank account to prove I had actually already paid them. Affirm did indeed deny payment and I paid with a debit card because it was denied. Unfortunately to pull previous bank statements from a closed account is not an easy process but I informed them I would and was working with the bank to do so. Of course I was irritated I was being told I was a liar, refused a refund for charges I repeated tried to reach out to them for. When I posted this review I got an email saying that because I wrote a bad review they would be deleting my account for nonpayment. To be clear even taking away the $399 they claim I hadn't paid. They had charged me 2 more times for $399 + $399 + $59 + $19 for reports that were accessible either indefinitely or per year. Not for a single day or even month of access but unlimited! My account was as far as I was made aware of locked and not viewable prior to that and anything that was viewed I was told was included with my initial payment (in November that I was told I paid in February of this year until I complained) . I did not agree to pay anything else nor would I. If I had access it wasn't with the knowledge that that was "extra". But who would pay for a product that was unaccessible? So basically you pay for them to process your DNA but if you want access to anything at all you must allow them to charge you as many times as they want and not argue or complain about it.

Sample received at lab 14 weeks ago. Site states results for Whole Genome Sequencing in 12 weeks. My siblings had same test done through another company and had results at 8 weeks. I called the customer service and was told the 12 weeks is not a guarantee. Sequencing.com is currently running a deal for a higher price now for expedited 3 week results. I guess they are bumping the samples received 3 months ago to get the extra cash. So dissatisfied and there isn’t anything they will do to fix the situation. Since my review post almost all the reports have updated to the app. I sent a follow up question to customer service today regarding the 3 of 4 reports that became available which I have posted next. We will see if the rush caused incomplete results. I am curious why there are 29 incomplete genetic data results and 7 lack of genetic data results. The result page actually states “to obtain analysis of the diseases, conditions, traits and medications listed below, the pt may need to have additional genetic testing that provides a greater amount of genetic data, such as Sequencing.com’s Ultimate Genome Sequencing service, which includes 30x whole genome sequencing” I ordered the ultimate 30x whole genome process, is this not what was performed?