UPDATED REVIEW This company gives you everything they promise. The wait time can be lengthy (I purchased the Ultimate kit) but now the entire process is smooth from beginning to ongoing subscription customer. I'm so glad I waited as the company did a massive turnaround at the beginning of 2022! You will not be disappointed with the results or the customer service. Well done!

prompt and fine support. but these review requests are way too much complicated.

Needed to cancel just because of finances. Quick, no hassles. Thank you for amazing customer service

Recommended. They sequenced my entire genome and have detailed, interesting dna reports. Previously tried 23me but it did not deliver as many health insights, while the sequencing reports provided info on a lot of the things I wanted to know about. I also feel good knowing my data is safe and that now that my genome is stored in my account and that it is easy to find out more info whenever I want by using their other reports, and they have many reports.

If you have a question, support team anwsers within minutes correctly based on my experience.

Very disappointed. I decided to pick their kit over the competitors because a friend of mine received access to the nebula reports. So I purchased it. After some time, the access to nebula was not available anymore if I do not pay. They never stated that the access was temporary. Not recommended. EDIT AFTER THE REPLY: there is no mistake. I am talking about sequencing.com. I never said it was advertised. Read again EDIT NUMBER 2: It´s very interesting that it takes few minutes for you to reply on trustpilot (where everybody can see), whereas it takes days or weeks to reply to your customers in private

UPDATE: 12/21/21. I got my results back and the company followed through with the results and descriptions. It was very informative and I took the results to my dr. I ordered the ULTIMATE GENOME SEQUENCING which includes the Rare Disease Screen. I am pleased with my results but I am going to keep the neutral rating because the company needs to update their website to be user friendly for the layman who it seems is their target audience. They need to improve their online chat platform, they need to have a customer service center (ie someone answers the phone). They also need to allow the negative comments and quit censoring their social website comments. People are not stupid and they know if a company only has positive comments then they are being censored. Censoring is not conducive to a good business model. Original review Nov 2021 I am giving this company a neutral review because it has not even been 8 weeks since I sent the sample back using their postage paid envelope. This is the tracking information as of 11.12.21 "Tracking Number: 9400111899560646715655 Status: Label Created, not yet in system A status update is not yet available on your package. It will be available when the shipper provides an update or the package is delivered to USPS. Check back soon." Their FB page does not have a lot of comments from their customers, good or bad, which makes me think they are deleting negative comments. My gut is telling me that I have been had and the company is ghosting their customers, but I will not give a completed review until the new year has come.

I bought a kit on sale for $79 and received a free Silver membership. I uploaded my DNA to two of their apps and nothing. I mean the PDF was blank and I cannot get any response from them through email. I am not happy, but who would be after paying $79 and not receiving anything in return. After posting this I received an email response and credit for the blank results. It appears that there is an issue with the app and they reached out to their developer to look into it. Now that I received a response I can be patient and wait until the app is fixed. When it is and I have my results I will amend my review to 5 stars, mainly for their customer service. So far they have treated me like a major corporation and not like an irritable penny-pinching individual.

I'm editing this review yet again and going back to 1 star. I started out with a 1 star b/c no kit ever arrived and I couldn't get a response from customer service about the kit or membership. They were wonderful reaching out after seeing my post, and said they would send another kit. But it's almost been another 2 weeks, and still no kit and no reply from customer service about it. ----------------------- Previous edited review: Once you're able to get in touch with their customer service, the service is excellent. They seem like a great company, just perhaps a bit understaffed as many companies are these days. I received a thoughtful and thorough reply from Hannah about my concerns that 1) my kit hadn't arrived after 3 weeks, and 2) the clock on my gold membership had already started, meaning I would have paid for unused months. They've resent another kit, credited me for missed time of my membership, and refunded delivery fees. They even followed up on the email with a call to make sure everything was okay. Looking forward to receiving the kit next week.

Very happy with sequencing. Had my genome sequenced using their ultimate genome kit. Took 10 weeks to get my results. Learned more about my genes than thought possible.

This was a great experience, so much better than 23 & Me. I highly recommend!

Even though there were some hiccups at the beginning, team made everything to sort things out.

Great resolve.

nice and helpful people

Update 10-23-2021: Customer support finally got back to me via email and let me know about my sample. I do think they need to improve their response time and have a live person to answer the support calls coming in to better serve their customers, to avoid these issues in the future.

EDIT: Hannah from the support service contacted me and she kindly sent another kit, as the previous one seems to have been lost in Madrid. I hope this one makes it to Spain! I can only give 1 star so far because my kit was sent on Sept 8th to Spain and it hasn't arrived yet. The tracking link shows it's been in Madrid since Sept 18th. I have contacted their support (request #10331) but I didn't get an answer from them in 9 days. I start feeling like this is scam and there is no one on the other side. The fact that some people got an answer here gives me hope, though. Maybe their customer care only works through Trustpilot. Unfortunately I paid almost $400 by credit card so the next step will be going to the police in Spain, I guess, to file an international fraud case. They also use the cheapest possible option to send their package outside the US and delivery times are incredibly slow or things get lost... UPS also doesn't offer any support service apart from tracking. Sequencing.com also doesn't seem to offer any support service. If someday and somehow I receive this kit, it will take several months to get the result. Considering after a month and a half I haven't received the kit (the very first step) I think I may get the result in a year or so? I wouldn't recommend using this service outside the US at least, I don't think they're ready. If they exist, because I don't have any clue yet.

I bought three tests from this company. The first one was fine. The second test took a very long time to be delivered. Here I got the second test, but I can't register the test because the ID number has already been previously registered. I didn't get the third test at all. The support service is not responding to my requests. Update: Today 14th October 2021 Nebula permit me to register the test and I sent the parcel with second test. Update: The support service got in touch and promises to send me the missing test. Update 2: I can see in my personal account with sequencing.com that everything is in order with the kit status and sequencing is in progress. But Nebula, after my repeated appeal, only today April 15, 2022 informed me that there was a problem with the test since February 9 and offered a replacement. I lost over two months in a pointless wait. I hope in a year after buying the test I will finally get the result.

Highly recommend!!!!

I ordered a DNA testing kit around a month ago and encountered a problem: for whatever reason, I couldn't choose my new address (in the Netherlands), so I filled up an old German one. I immediately wrote to the customer supply and asked them to change the shipping address to a new one. After I week I got a reply that the address was changed. One more week passed and I noticed that in my profile address was still the same old one. I wrote them again and got no answer. After a couple of more days I got an email saying that the kit is shipped to Germany. But I don't live there anymore! So I will have to ask someone to pick it up there and ship it to me and also pay additional costs for the shipment. Customer supply is silent again. I don't really know what to think, it seems like a scam to me... Hope it is not though... P.S. shortly after writing this review, customer support reached out to me saying that they are going to tackle the issue and ship me a new kit. Thanks for the fast cooperation! P.P.S. A couple of days later I got the shipping costs reimbursed and got reassured that I will receive the kit at my new address P.P.P.S. Received a new kit and gave one extra star to the ranking

Joy and Hannah are beyond amazing! They spent so much time helping me, walking me through things, explaining everything, and they never seemed irritated by my many, many questions. These people are just so great!