In 09/2023, paid $399 and mailed my DNA to Sequencing.com. As of today, 03/20/2024, I've received no results. I've called customer service (no help). I've emailed them many times and always get the same answer paraphrased, "Your test is in the sequencing phase. That's all we know". They refuse to give me an idea of where in the sequencing phase it is, or when my test is to be completed. I've asked for a manager to call me (never got a call). I've asked to speak with the CEO, Brandon Colby, and they have refused, writing, "he's very busy". In utter desperation for my personal privacy, I've asked Sequencing.com to simply give me the vial of my precious DNA back. Again, they refuse, saying "it's in the sequencing phase, we have no control of our vendor who has it". I asked about their vendor, they wrote back they use an outside service for the sequencing phase, and the vial is not in their control! I've asked about their chain of command policies on handling such sensitive info (no response). At this point, I'm VERY concerned where my DNA is. WHO they gave it to; did they in turn share my DNA, and how is my DNA potentially being used? Will I ever get my DNA vial back, as requested? Please save your time, hopes, frustration, and your valued DNA with Sequencing.com, who based on every action I've had - appear to care less by giving nothing but excuses. Update 3/28/24: As one can see from Sequencing.com's reply, they have confirmed their REFUSAL to return my invaluable DNA. Upon my review here 4 days ago, Sequencing.com abruptly cancelled my order and refunded me. I've never asked for my DNA test to be cancelled, nor refunded. In the past month, I've been begging them to simply return my DNA. Why the abrupt cancellation, and ignore my demands for the return? Instead, they claim they will "destroy it". Why not simply return it to me? Upon placement of my order 6 months ago, I gave Sequencing.com two items: payment and DNA. I received only my payment back. This order is not complete without the return of both items. I have NO IDEA what they did / are doing with my DNA. They continue to take zero responsibility. I find this downright frightening. Their responses have been and continue to reflect their unethical standards.

The customer service is great. It took a long time to get my kit and I wish the results came back sooner, but the customer service agent let me know that mine was being expedited which is nice because I am currently facing a potential cancer diagnosis.

The response time was very fast and my question was answered and some additional useful information was included with just one response.

The support was quick, comprehensive and took care of my issue.

It took months for them to complete my sequencing. When it was complete I got endless emails wanting me to pay more money so I could see the results. I asked them to send me my data which they promised to do. It has been 6 weeks and still no data. I would not recommend this company.

Extremely disappointing service. Do not waste your money here!!! I have been waiting over 24 weeks now for my results and still have no results and NO UPDATE. I've contacted support numerous times and I keep getting told they have no way of knowing when the lab will have the data ready. They should use better labs or more of them if they can't provide the service promised to customers. Avoid at all costs unless you want to waste your money!

Logan was very patient and knowledgeable and understood my questions even though I wasn’t using the correct terminology. Sequencing is very fortunate to have him work with them.

I really looked forward to what I could learn about myself and my family's health struggles by doing this test. First I had to redo the test after months of waiting after the quality check failed. Then once I got the final results, because I'd accidentally loaded a 23andme file twice as I was waiting for these results, the data was very skewed, telling me I had all kinds of things wrong with me. Once that was cleared up (which I removed the duplicate file to fix the issue before their tech team even met about the issue), my data seemed to be right finally, and I found the tools very useful (minus some issues with their data joins that as a software engineer I noticed). And then I learned that a small amount of data is missed each time, so they are not truly testing 100% of the genome, but it's still much closer than 23andme etc. BUT the real disappointment came when I had an alarming result retested by my doctor through Invitae, and I do NOT have the genetic mutation that this test told me I do have. Now I feel I can't trust any of the results and wasted quite a large amount of money. Also, once the free premium membership is up, it's really difficult to use the genome explorer, and even their half off deal to get you to stay on is way too much for faulty data and faulty reporting. If it was like $2-$5/month, it might be worth it for the genome explorer columns, but again, you still can't be 100% confident in these results.

After having no luck getting the NHS to perform genetic testing on my children who have a range of difficulties, I opted after much research to do it myself via sequencing.com. I ordered five kits, for myself, my kids and their dad. The results came in after a few months, much quicker than any testing by the NHS. I have a list of every genetic change we all have, bad or good. Honestly it's been a process... It isn't easy to understand everything but you can ask for help by using the apps for certain explanations or genetic counseling apps are helpful because they explain how to filter the results to find the most problematic changes. I've also asked for help via email and although I asked something that just can't be done within sequencing.com, I was lucky that Logan picked up my email because he went above and beyond and told me how to find the information I needed using what I have from them and using an external source. I have to say, they've always been great at answering my emails - even over Christmas and New Year! Thanks to sequencing.com the ball is rolling with the NHS who have been denying my baby could be having seizures - her genetic changes show she has a higher chance of seizures happening and that they would present differently than expected at her age. She had an appointment within days of sending our genetic test results to the doctor, and will be seen at the end of this week. I have my fingers crossed now that they're going to give us the help we need.

Very easy to upload my raw data from myheritage and revealed some things that I did not know about my ancestry. Gave me a comprehensive breakdown of my ancestry and the free tools also are really cool.

I paid for the complete kit I had a friend who is a nurse take the sample. wwwyoutubecom/watch?v=OJPOB0zUJ-8 It took about 3 months to get the results. 1) This is NOT 23andme, you get the entire gnome sequenced and you WILL get the full medical results. In fact you will discover things you never knew. Are you caught up in the born a girl but think your a boy phase? The report will tell you what your gnome is actually says, boy or girl, vs what you have on outside. So if you have doubts don't do this. 2) I did discover it found everything I have been diagnosed with. Every medical issue was listed. The test also found the 2 things suspected but required a genetic test to diagnose. I start treatment in January. wwwyoutubedotcom/watch?v=gkmLsbCF5WM wwwyoutubedotcom/watch?v=dUaEUfPHfNo Sequencing.com is a very real and legit site, it will take time to get your results. The only negative, yes you can download your RAW data, but you have to put in a request and for some reason can take 3 weeks to get the link, that is questionable. I started having serious medical issues when I was 40, I'm 56 now. All those years and conventional test and nothing discovered. Doctors saw the effects, but could not get the cause. A few hundred dollars and 3 months, on the way to treatment. Why on Earth will insurance companies not pay for this? I also had 1 rare disorder. The name was not expected but something was, again effects but no cause. I'm the 4th person in the U.S. to have it and 17th Worldwide. No treatment, but knowing is helpful. The company is safe, but question what you really want to know about yourself.

I submitted my kit in July and still do not have results. I contacted them (again) today and I received the same reassurance response that they are still processing. My results have been at the 30X level for 4 months!!! I have a rare genetic disease and I am anxious to have test qualifications on this🫤. Since that time Sequencing.com has reached out to me with all efforts to insure a timely processing of my kit as well as a partial refund (to my surprise)! Thank you!

I was really excited about what sequencing seemed to offer after researching many companies before choosing them! But it’s now 22 weeks since my kit was received, and I’m still no where near receiving my results according to their tracker. Customer service say they’ll keep me updated and prioritise my results, but then never actually update me. It’s now been nine weeks since I first contacted them and I still don’t know when I might receive my results. Update - nearly 26 weeks - still don’t have my results and customer service say they can’t tell me when I will receive them. They have been stuck at the current stage for months. Starting to wonder if I’ll ever get them. I did receive a partial refund and a marketplace credit, which I am thankful for, but as I said to customer service I actually just want my results!!

Quick and helpful reply! Thank you so much.

I'm considering buying the Whole Genome Sequencing Bundle which includes 1 month of the Plus plan. Even though I have read the terms and conditions regarding the kits carefully, I simply cannot grasp how it works. Here is what I plan(ned) to do: 1. Buy the Whole Genome Sequencing Bundle 2. Buy some reports 3. Cancel the Plus plan (and thereby go to the free plan) Now, will I still be able to access the reports I bought? Any report or is it conditional to which reports I buy? Also, it seems dishonest that some reports in the bundles are free anyway. So does an annual plan paid monthly. Why this? Are you not aware that the act of trusting you with such a private thing as our DNA requires no sign whatever of dishonesty? In order to trust anyone with my DNA, I must feel convinced that they adhere to very high ethics and security standards. It seems you are engaging in something bordering to cheap book-club-like sales tricks, which hints me that very high ethics is likely not embedded throughout your organization. Sharing DNA in my option requires extreme caution, which is why I take this matter very seriously. Also, I would have liked more transparency as to which labs you use and where they are situated. I would not like if the lab that sequences my DNA is located in China or Hong Kong, but the terms doesn't seem to protect me from that. I have read that you once used a lab in Hong Kong, which does not feel like you have had the right amount of dedication towards taking proper precautions. Also, I would like to know beforehand, which machine the lab will be using. And I find it unsatisfying that the terms writes off your responsibility for the quality of the test. Also, I would like to know beforehand if I can download my raw data. In the site guide, you write that it can be done directly from the website by signing in. In the FAQ, you however write that I will need to make a request for a download link, which will be processed manually within two workdays (not flexible) When selecting a service, I'm evaluating them based on the following criteria: 1. Pricing 2. Risks of disclosure of my DNA data 3. Quality of the sequencing 4. Turnover time 5. Upload/Download options Unfortunately, none of these are satisfactorily clear. So I don't really know what I'm buying with you guys. It seems the company have something really cool going on technically and concept-wise. With the construction of a virtual genome allowing developers to read the genome more effectively and easily, ultimately for the good of users, which can enjoy a rich market place, that thereby have the potential to get richer and richer. It is perhaps unfair not to take this into account in my review, but well, I cannot enjoy the masterpiece, if I don't feel confident in buying due to especially the first three points I mention. Points which have to do with trust. Points, which aggregates to a nagging feeling that I'd better stay away. Speaking of trust, I'm aware of the high trust score here on trustpilot. While this is a good sign, good ratings does not make it alone. I notice that a lot of the 5 star ratings are due to people being satisfied with the customer service. While helpful, responsive, friendly customer service is a good thing, one should also remind oneself that each thank you message is an indication that someone needed to reach out to customer service, which means they have had problems either with the product or with understanding the terms. It is human nature to want to thank the friendly guy in customer service with a 5-star review, but misleading in terms of the kind of trust that is required for a company that handles DNA sequences. Trustpilot score tells something about customer satisfaction and nothing else. And while good customer service is a good thing, it is also a relatively cheap device for turning what would have become 1-star reviews into 5-star reviews Update: I would have thought I did not have access to reports that I bought after downgrading. As this is not the case, my trust just increased. Therefore changing the rating from 2 stars to 3 stars. I would still like the scenario to be more clearly stated. ChatGPT like me also concludes wrong (conversation share id: 7a2ca33f-dc56-4101-8079-b074f877180b) Here is the part of the terms that makes me worried about quality: "There are rare issues with data processing with the laboratories that we use that you should be aware of. Sequencing is not a laboratory, nor does it perform genetic testing. Sequencing has no control over the validity or accuracy of your genetic testing and the related genetic data files that the lab produces. As this possibility is known in advance, users are not entitled to refunds when invalid or inaccurate genetic testing results occur." I asked support about current lab locations, its US/California

Very easy to work with. Great company, cares about their customers.

Got a free month of Premium and setup on Month to Month with Ken thank you so much. He also help me with the programs they offer

It was easy to use. As a user, if you dig you know the results can take up to 16 weeks so setting expectations was good. But I was more concerned with the obscure issues so its possible that I should've bought the rare disease report but the sequencing.com website doesn't really delineate that they only generate report/s based on risks that come back as 'high confidence' results and that some issues may not come back that way(i.e. Possible risk, possible detection, possible carrier Or possible detection, unknown etc) and I think the general public doesn't know that. However, I guess I understand it bc those diseases/issues/mutations haven't been studied enough or there's not a lot yet known about the disease or this particular mutation or spot on the chromosome etc. I had a lot of mutations under Unknown and a heading of Not yet Named or Inborn genetic disease, so that's disappointing and yet...understandable if the scientific community really doesn't know what those diseases entail. So basically it confirmed my entire familial history that I already knew and then confirmed there's other things that are possibly wrong... which is something I already knew but can't get medical help with. But it the end I think it was worth the money. Lastly, I'd never be able to afford the expedited costs which unfortunately lead to me having to cancel a medical genomic appointment.

I did this in March because I've been having severe health issues and all doctors want to call it fibromyalgia. After I got my results it confirmed my gut feeling of having multiple autoimmune disorders. I even paid extra for the geneticist consultation. This company is great and responds quickly if you have a issues or problem. The only thing I regret is the fact that none of my doctors besides my back specialist believes in DNA and genetics. Even with paying the extra for the geneticist couldn't pursued any internist, primary care to take me and my symptoms seriously. I know this company can't give out a diagnosis but if you pay extra for the consultation with the geneticist they should be required to write something up for local doctors. The only thing I suggest is do not pay extra for the geneticist. I now have to wait almost a whole year to see a new geneticist and the only reason I was able to get into him was because my back doctor took me seriously on my results from this.

The data provides potentially useful and actionable information. Although the reports seem like they should be easy to use, in fact they provide inadequate data for that. For example the estimate that I have a 60% risk of heart disease is unsupported by citations to data. 23andme puts my risk at 8%. Claims I should take Vitamin D to prevent MS are made without asking -- what are my Vit D levels? I had to find peer reviewed papers with dose response curves for Vitamin D and MS in order to see that I do not need additional Vit D. Your normal client will not be able to do that. I had to get peer reviewed papers on heart disease and my specific variants to get a better estimate of my own risk -- again only possible because I speak genetics.