Contact AncestryDNA Support

My spouse and I both are waiting for the results of our DNA test. We have been receiving notifications through email on the progress of our results however according to the app they haven’t even received our kits back at this time. When attempting to contact them the computer tries to guess the issue based off key words and then gives you links that it thinks may be helpful. You are given the option to escalate your questions which may possibly get you to a real person. The first time I did not and was told someone would email me. No surprise, I didn’t receive the email. I contacted them again and went through the whole process again of the computer’s wrong guess work. The second time I actually reached Barbara who didn’t pay attention to the actual issue. When I finally got her to understand that there was a problem with the app her resolution was for me to delete the app and wait for it to reinstall. Well, I have no problem in deleting the app but once deleted I will not reinstall it.

I received my DNA results today and I feel all Ancestry wants to go is sell me something and get me signed up since I’ve been reviewing my matches, I find it the worst DNA site to navigate of find any useful information. All it does is try to make me sign up so I can find how I’m related. I find it extremely annoying that I’ve paid to share my dna with Ancestry who will charge to share my info with others and give extremely limited information on my DNA matches. I’m not referring to info the person is not willing to share. For eg, if comparing me with a relative it will say what a common person on both of our charts are to me, eg 1st cousin but will not reveal the relationship to the other person & when I try to search deeper it tries to get me to sign up. My heritage does share this information. Definitely the worst site and will not be recommending to anyone.

I ordered the kit three weeks ago, and when I try to track the package the only information on the site said that it was shipped two days after I ordered it, and put it on a truck the next day. Then for the next week and a half, there was nothing, except that the delivery day was supposed to be over a week ago. UPS has no further information about it, and USPS also never received it. I called Ancestry on the phone and all they did was tell me to keep waiting for a few more weeks. I asked if I could cancel it, and they said if I cancel it, there is a $15 restocking fee. A restocking fee for a kit that I never received! Unbelievable! What a bunch of crap. These guys apparently don’t know the meaning of the customer service. I would recommend NEVER ordering anything from them, and going with 23andMe whose customer service is light years ahead.