I love this company and it has a great support team but I've consistently had trouble with the user interface. This time was not different. Team member Ken immediately came to my rescue. And he told me they are working on a simpler interface. Like I said - love this company.

I asked a simple question and got the answer

Representative was very receptive to my questions & areas of need. Offered assistance & suggestions to help place our needs at the forefront, which we appreciated✅

I've had two interactions with customer support and both experiences were great. If i remember correctly both interactions were with Mr. Logan, the response was fast, Mr Logan was both helpful and friendly.

My experience was easy going and I learned a lot! Thank you!! Chris Smatana

Sequencing.com offered what appeared to be a great deal for their whole genome sequencing kit—just $404 including shipping. I ordered my kit on June 9 and received an email receipt but no indication of when the kit would be shipped, how long it might take to arrive, or how to track the shipment. Having heard nothing for over a week, I reached out to support on June 17 to ask when I might expect my kit. The representative told me that shipping was delayed due to a supply shortage and they expected to ship it the following week. Another week passed with no kit and no updates, so I reached out again on June 24. The representative responded that they expected the kit to ship by the end of the next day. By this time I thought I had been scammed—I had paid for an expensive product, had received no communication about how to track my order, and had had the expected ship date pushed back twice. I responded that I would like a refund if the kit could not be shipped by the following day, 6/25. To my relief, the company processed my refund on 6/27. I emailed again to ask the representative if any of the cheaper kits were available to ship out. He replied that I could order them through the website—without actually telling me if they were available! My kit actually arrived after the refund—3 weeks after I’d ordered it. I thought that perhaps this was a courtesy from the company, but the activation code included with the kit was invalid, so I could not use the kit. When I reached out to customer service to ask why the code wasn’t working, the first representative to respond gave me instructions on how to get to the activation website—which was not helpful without a working code. When I wrote back to clarify my question, she never responded. I submitted a new support inquiry and heard from a different representative who explained that I would not be able to use the kit I had received because I had been given a refund. I gave 2 stars because I believe that a trustworthy company should take the reins when it comes to communication. -Provide tracking for expensive products. -Be as forthcoming as possible about delays. The customer should not have to reach out to the company first to find out about delays. -Read emails carefully and respond to the questions that are actually being asked. -If a product was sent in error, reach out to the customer and explain why it was sent and why it cannot be used.

Very new to this service but it looks well done. I had accidentally purchased a report for $60 and thought to myself here we go, never going to get my money back. However, not only did I get my money back they responded so quickly I couldn't hardly believe it.

signing up was easy and I was able to easily (and securely) migrate my data from my original test provider. This has become my base of operations as I engage with other genetic interpretation services. I'd say using this site is a no-brainer -

The Customer Service Dept. is quick and very helpful! Thank you for everything!

All I can say is terrible. Ordered the whole genome sequencing 3 weeks ago. After 1 week when it hadn't shipped, I reach out and got a vague responce about the fulfillment center being backed up. I was told it would ship "soon". After 2 weeks they claimed it was a supply chain issue and it would ship in the next week. The next week rolled around and then "it will ship by the end of the week". Now here we are at the end of the week and nothing. It is clear they have no idea what is going on. I felt like there was no effort to keep me as a customer so I cancelled my order and will be spending my money with another company.

My customer support experience is great. I've talked to Logan most of the time and he's been fantastic; he offers support for any doubts and even when there are problems with the delivery he manages to solve them and reassure the customer. I can say great experience

I had a difficulty using the app and the support personnel helped me solve the problem. Thank you

Very interesting, doesn't solve everything but gives you great insight. Thinking about ordering the kit to update my DNA. I used my 23 n me DNA from a few years ago. This is definitely a upgrade to genetic Sequencing...

Fast follow up on open tickets

very helpful and patient

My customer service representative was excellent. They were friendly, helpful and extremely competent in their knowledge of the service itself. I felt quite comfortable asking any question that came to mind and I came away from the experience feeling very positive about my ability to navigate the website with the knowledge that I had been given by my customer service representative. I look forward to accessing all of the information and learning about my results.

My App was not working and I sent a help message. Within 24 hours it was fixed. Thanks for keeping me in the loop and communicating with me .

What happened was, I didn't receive my Ultimate DNA kit from Seaquencing after waiting for over 2 weeks of the date it was received on May 17th. The issue was resolved by resenting another kit to me which I'm currently waiting for. I'm hopeful I'll receive this one soon. One question though. You mentioned your company works with the Living DNA company. Is this kit the same kit as Living DNA ? 🤔

Sequencing.com has an excellent, fast and professional support team.

Uploaded my raw dna data from 23andme onto sequencing and it broke down each country into much more detail than 23andme did. Even does less than .5 percentages as well. Highly recommend.