Sequencing.comReviews of sequencing.com

Response from Sequencing.comJul 28, 2026

Hi Lee - Thank you for your feedback. We appreciate you taking the time to share your experience. We were unable to locate a customer account based on the information available in your review. While we do use an AI assistant to provide immediate support, you can request a human agent at any time during the conversation, and your request will be transferred immediately. All customer support tickets receive a response from our team within one business day, and any missed calls or voicemails are returned the same business day. Every Whole Genome Sequencing kit includes either 1 month or 1 year of our Premium Genome Plan. After that, you can downgrade to our Free Plan and continue to access your DNA data and all reports included with your kit. We'd appreciate the opportunity to address your concerns directly. Please reach out to [email protected], and our Customer Success team will be glad to assist.

Response from Sequencing.comMay 16, 2026

Hi Laura - Thank you for sharing your experience and we would like to clarify a few important points for accuracy and context. Return shipping to our lab is not included for international orders, as customs and carrier requirements vary significantly by country. This is outlined in our Knowledge Center article on shipping and handling DNA collection kits (https://sequencing.com/knowledge-center/shipping-handling-dna-collection-kits). After your kit ships, our team sends a follow up email with detailed return instructions, including customs declaration guidance, to support international customers through this process. We are currently unable to locate your account or any shipping inquiry that has gone unanswered. All support requests are responded to within 24 hours. We kindly ask that you reach back out to [email protected] so our team can walk you through the return process, confirm the correct customs declaration, and ensure your sample arrives safely at the lab.

Response from Sequencing.comMay 3, 2026

Hi Thomas - Thank you for taking the time to share your feedback. We want to be transparent: the Partner Marketplace report referenced in your review was generated approximately three years ago. Our platform, report library, and analysis tools have undergone substantial improvements since that time, and the experience you encountered is not reflective of where we are today. Our Customer Success team has already reached out and will work directly with you to address any outstanding concerns. We are committed to ensuring you have full access to your results and a clear understanding of your findings. We also offer complimentary one on one sessions with a Sequencing Coach who can walk through your reports in detail. We appreciate your patience and look forward to the opportunity to earn your full confidence.

Response from Sequencing.comMar 16, 2026

Thank you for your feedback. A Genome Plan subscription is optional, and many customers choose to keep it because it allows their genome to be reanalyzed over time as new scientific discoveries are published, providing updated insights without needing to resequence their DNA. Regarding the reports you mentioned, some of the items shown in the platform are optional reports developed by third party partners through the Partner Marketplace. These are separate from the sequencing itself and allow users to explore specific conditions or topics if they choose, but they are not required to access your genomic data. Your whole genome sequencing data remains fully available to you, and our Customer Success team would be happy to assist if you ever need help navigating the platform or locating the reports included with your purchase.

Response from Sequencing.comFeb 5, 2026

Hi Rachel - Thank you for sharing your feedback. We want to clarify a few important points about your results. Once our support team was formally notified of the billing issue, it was reviewed and resolved promptly, and refunds were issued where appropriate. Had we been contacted earlier, this could have been addressed immediately. Regarding the reports, our results are based on validated genetic data from whole genome sequencing. Genetics reflects inherited risk and biological predisposition, not a medical diagnosis. Many conditions are multifactorial, meaning genetic findings may not directly match bloodwork, symptoms, or current treatment, which does not make the data inaccurate. We regret the frustration experienced and have resolved the billing matter. Our support team has proactively reached out to provide further assistance.

Response from Sequencing.comJan 27, 2026

Thank you for taking the time to share this detailed feedback. You are absolutely right that international return shipping, particularly in countries with stricter export requirements like Malaysia, requires clearer and more proactive guidance. Based directly on feedback like yours, our team is actively working on creating standardized international shipping documentation that will include proper sample declaration language, HS code guidance, courier requirements, and clear warnings about potential export permits. This is intended to prevent the exact challenges you encountered. Our Customer Success team is also reaching out to you directly to assist and to incorporate your experience as we improve our international workflow. We appreciate you calling this out and look forward to earning an updated review once your samples reach the lab and your results are delivered.

Response from Sequencing.comJul 9, 2025

Thank you for your review and for sharing your concerns. We’re sorry to hear that your experience did not meet expectations. Our DNA reports are intended to provide insights based on your genetic data, but they do not provide a diagnosis. Only a licensed medical professional can provide a clinical diagnosis, and we always recommend reviewing your results with a healthcare provider. We apologize for the error in our email communications—our team identified and corrected it promptly. Regarding the PDF report issue, we were unable to replicate the problem on our end, but we’re happy to assist further. If you have any questions or need additional support with your results, our team has reached out to you. We appreciate your feedback and are committed to helping you get the most from our service.

Response from Sequencing.comJul 7, 2025

Hi Kerri - Thank you for your feedback, our support team has reached out and is currently awaiting your reply.