Sequencing.comReviews of sequencing.com

I sent a question about a perceived delay in a kit to be sent and wording on an invoice that did not seem to pertain to the product I ordered. With a few hours I had a reply that explain the delay and the invoice wording. I was impressed at the speed of the response and the clear explanation with regard to my concerns. Finally the representative provided me with his contact information should I have additional questions. I found the support division capable and efficient with a feedback loop in case other problems arose.

Fast response on the chat

Just stealing money… I bought the kit online, and besides the receipt, I’ve never heard anything from the company. I tried email, phone, support request online, it’s just a ghost company. But payment is working and they stole $399…

After all the positive reviews, I decided to give Sequencing.com a try. I got the 30X Genome sequencing. I previously used its competitor, Nebula. I took a chance that Sequencing.com would be more timely. It's not. It is very deceptive. The website says 8-10 weeks to process. As soon as it has your money, it tells you 10-12 weeks, and could take as long as 16 weeks. As of this writing, I still don't have my data, and it has been over 17 weeks, and that is after it expedited the process when it was about halfway through the number of steps. What I really liked: * Detailed status to let you know where the process is at * Ultimate compatibility file, useful for genealogy sites * Sometimes the email support can be quick and friendly What I don't like: *Mind-numbingly slow at processing * Status means nothing. It's completely inaccurate. * Getting the data is like pulling teeth. I still don't have all of it and don't know if I will ever get it. * It changed genome plan to a much lesser plan that seems to have no value *Failed to provide report included in lesser plan * No call support to speak of * Email support is hit and miss * Quick to take your money After being weeks behind and only making it to the halfway mark, it agreed to expedite the process. Things moved quickly after that. It promised 5 days to complete it. It took a little longer before I got some of the data, but I don't complain. I still don't have the BAM files, nor the FASTQ files, even after repeated requests. It is always, we will send you a link in 3-5 days. Never happens. I tried to call. After waiting for a while, it forces you to leave a message. No one ever returns your call. It is so frustrating dealing with them. The status was always wrong. It would get stuck in a step and I would have to contact them. They would tell me that the step was actually completed and that they would update the progress. It said the overall process was completed before it was completed. One of the last steps was to implement the genome plan, but when it deemed everything complete, that step disappeared. I had to email to beg them for a plan. I got a plan, but it doesn't include what was promised. Currently, the website says it includes one month of the Silver genome plan when you order the full genome testing, next generation rare disease screening, Wellness report, and two applications of your choice. When I ordered, there were 3 plans: Silver, gold, and platinum. Even though it still indicates that these plans are available, if I try to upgrade, I see Plus, Premium, and Pro. They put me on the Plus plan, which supposedly includes a 1,200 rare disease scan, as opposed to a 10,000 rare disease scan. The plan they put me on, after the first month, you pay $129 annually, for a $10 a month discount on app purchases accumulating up to $100 max. Makes zero sense to buy the plan. I can tell you that I wasn't given a $10 credit to purchase anything. I don't remember for sure at the time I bought the plan that it included the rare disease report, but it did include two free apps, which I could have chosen the rare disease report. I did receive the Wellness report as promised, but not the two free apps. I feel that I was cheated. I am not going to spend $90 on a 1,200 rare disease report. I should either receive it with the Plus plan, via the two promised apps, or because the10,000 rare disease report was supposed to be included. One thing that bugs me is how quick Sequencing.com took my money. After entering the credit card information, I thought I would have a chance to review the order. But, no, it takes your money immediately, before it even has your information and knows whether it can deliver the package to you. It could be that if I select the rare disease report, it will tell me it is free and not $90, but I can't take that chance, knowing how quick it is to take your money. If you don't change your plan to the free plan, you will be billed for one year for the useless plan they put you on, so watch out for that. Supposedly, it doesn't keep your credit card information, but it tells you they will use the same credit card as you used to order the kit. Indeed, I looked, and it seems that it doesn't store it, but it must keep it elsewhere. Concerning the data, for the larger files, you can't download them directly. You have to beg them for a link. It supposedly takes 3 to 5 days to provide a link. I have yet to receive a link after repeated requests. Without the data, my purchase is useless. Sequencing.com is a disappointment, and it is frustrating dealing with them. I don't recommend using Sequencing.com based on my experience. Of the two that I have used, Sequencing.com and Nebula, I had a better experience with Nebula, although it didn't deliver everything that was promised. At least Nebula is much faster and with zero problems getting my data.

This has been a very stressful & emotional time in my life. So I had to go back and forth with Ken on several emails just to make sure that I would select the right test, and if in fact it would be beneficial to buy a genetic test. Ken helped me with "several" very, very, informative and knowledgeable emails and very clearly described what tests would be best for my needs. He made the process smooth and clarified everything for me and even checked to make sure I made the correct purchase. Ken is amazing and definitly made this time easier for me. I don't know if there is any counseling or where I can locate a genetic counselor in my state once I get the results. This was going to be a later question. I want to thank Ken again, for all the help & guidance during a very difficult time.

I have been with sequencing.com for several years now mainly to use the genome Explorer app conducting my own research of several diseases. During this time my experience was that it worked 50% of the time for a paid app. Eventually I discontinued the service out of pure frustration- why continue to pay for a service that i was never sure if it would ever work? A few months later I recieved an email to try their Beta version of the app. So I signed back up. Then came the site upgrade which resulted in many weeks of not being able to access my data or use the G.E. app. Many many messages sent to support and no one could help. I eventually figured out a work-around using a different browser. I went to use the app and there was a link to resubscribe for the month but it went to a paid subscription now of twice as much money with less features. I went on today to find my data files I used are now all gone (vcf). I loved the G.E. app, but ya know, after years of service and how I feel I've been treated throughout is far from stellar.

I had a premium account which I used to upload DNA files from other companies, but wanted to downgrade to a free account, as I no longer wished to pay any money towards the service. However, when confirming that I wish to downgrade my account, I was actually charged $129! But the website stated I would keep my benefits until January and that no new charges would take place until January as well, so why was I IMMEDIATELY charged so much money? To, again, switch to a FREE account plan? My account information is wrong as well, saying that I currently have a Premium plan, but am downgrading to a Premium plan in January...how does that make ANY sense? It doesn't. Not to mention...I am now unable to access ANY Premium content on the website now, despite 1. already being a premium member 2. I was literally charged $129 to CANCEL my premuium account, so at least let me keep the benefits if you're going to take my money anyway? I emailed Sequencing.com twice for a refund and never heard anything back from them. I've been trying to get my money back now for a month and a half and I am beyond frustrated. It seems like they only reply to favorable reviews so I'm not even expecting any response at all at this point. I'm taking it up with the BBB because it is literally theft to take my money without providing any services and Sequencing.com has provided me with no choice as they chose radio silence. Money is tight for most Americans right now and that $129 would have gone a long way for me this holiday season, but Sequencing.com stole it from me without any rhyme or reason, and refuses to give it back all while stripping me of any premium access to their services at the same exact time. AVOID THIS SITE AT ALL COSTS. They are thieves and the website is beyond broken.

Process is easy and help is available when needed. Customer service is extremely nice and quick to help. The amount of information that is available is boundless and has helped me in so many ways with health and ancestry and has validated many things I had always assumed had been true.